Country Lodge

Review: Re: Reservations for July 4

In an attempt to cancel my room reservation I was charged OVER the room cost for two nights.

a. I attempted to cancel my reservation on Monday, June 23rd and Friday June 27th at the number provided on the hotels website (715-986-2070). On both occasions the phone rang until it was disconnected with 3 long beeps. I also attempted 3 more times before the phone was finally answered on my 4th attempt on 7/3. (I was beginning to wonder if the hotel was no longer in business) No answering service ever pick up so I was unable to leave a voicemail.

b. The cancelation policy or cancelation fee was never communicated when the reservation was made.

c. The cancelation fee is NOT posted on the website and I was not provided with a written contract stating the businesses policies. I do have proof of their website as of 7/3.

d. The front desk agent (Sam) was very rude and refused to transfer my call to a manager. He charged my credit card before we ended the phone call and stated that the room is cancelled and we could no longer stay even if our plans changed.

e. When I asked Sam to have his manager call me back he said ‘Mama, I told you our policy and no one will be calling you back’, he refused to take down my number or email address and then hang up on meDesired Settlement: Refund in the full amount of $250

Business

Response:

Dear [redacted]

Thank you for your e-mail. This matter has been resloved with the customer. There was hold on the customer's credit card which was later released. All funds were released. Regarding the customer servic, I would like to apologize for any inconvenience. We, the Country Lodge of Turtle Lake, strive for customer satisfaction and thank you for the feedback.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Dear [redacted]

Thank you for your e-mail. This matter has been resloved with the customer. There was hold on the customer's credit card which was later released. All funds were released. Regarding the customer servic, I would like to apologize for any inconvenience. We, the Country Lodge of Turtle Lake, strive for customer satisfaction and thank you for the feedback.

Sincerely,