Vail's Mountain Haus

This guest posted a horrible review on [redacted] and then said he would take it off if we refunded his money This was our response - "Thank you for your review on [redacted] Unfortunately this guest’s reservation was never confirmed with a payment regardless of the hotel’s multiple attempts to communicate to themWithout a deposit, or communication, the hotel does not, under any circumstances, hold unguaranteed spaceThis left the guest with only larger two bedroom units for which the hotel only charged at a one bedroom rateUpon checkout the guest refused to pay for accommodations, and has since demanded a refund of the difference in value between the room sizes plus the value of an additional night’s stay, and threatened retribution via [redacted] ’s review process to achieve said reduction in rateThe hotel never wishes for an unhappy guest, but in fairness to all, the guest should pay for the unit he consumed, which he has refused to doWe apologize that you feel our staff and service was anything less than exemplary as this is a tenet Vail’s Mountain Haus prides itself on providing"

Complaint: [redacted] I am rejecting this response because: Regards,Dear [redacted] , I do not accept their response as I am entitled to my opinion and have the freedom to write a review about my experienceMy review has nothing to do with my refund that is my opinion and Mountain Haus has still not addressed the issueI have emails from the Sales manager Matt trying to refund me less than $and in return Have me remove my reviewI want this resolved as this has been going on since JulyI am asking for a refund of $that is an acceptable resolution to meI am willing to pay the cost of the original unit I had reserved but NOT for the two bedroom unit they put me in and assured me several times I would not be charged for that UnitI never threatened anyone and my family was there to witness what happened during check inThey tried to bribe in taking my review down by giving me a small portion of the full amountOnce again I have ALL emails to provide what wad said and can supply them upon requestPlease send them my response and work with them on a resolution I appreciate your assistance-*** [redacted]

This guest posted a horrible review on [redacted] and then said he would take it off if we refunded his money.  This was our response - "Thank you for your review on [redacted]. Unfortunately this guest’s reservation was never confirmed with a payment regardless of the hotel’s multiple...

attempts to communicate to them. Without a deposit, or communication, the hotel does not, under any circumstances, hold unguaranteed space. This left the guest with only larger two bedroom units for which the hotel only charged at a one bedroom rate. Upon checkout the guest refused to pay for accommodations, and has since demanded a refund of the difference in value between the room sizes plus the value of an additional night’s stay, and threatened retribution via [redacted]’s review process to achieve said reduction in rate. The hotel never wishes for an unhappy guest, but in fairness to all, the guest should pay for the unit he consumed, which he has refused to do. We apologize that you feel our staff and service was anything less than exemplary as this is a tenet Vail’s Mountain Haus prides itself on providing"

Complaint: [redacted]
I am rejecting this response because:
Regards,Dear [redacted], I do not accept their response as I am entitled to my opinion and have the freedom to write a review about my experience. My review has nothing to do with my refund that is my opinion and Mountain Haus has still not addressed the issue. I have emails from the Sales manager Matt trying to refund me less than $150 and in return Have me remove my review. I want this resolved as this has been going on since July. I am asking for a refund of $691.74 that is an acceptable resolution to me. I am willing to pay the cost of the original unit I had reserved but NOT for the two bedroom unit they put me in and assured me several times I would not be charged for that Unit. I never threatened anyone and my family was there to witness what happened during check in. They tried to bribe in taking my review down by giving me a small portion of the full amount. Once again I have ALL emails to provide what wad said and can supply them upon request. Please send them my response and work with them on a resolution.       I appreciate your assistance. -[redacted] 
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