My complaint:
Just this past November of 2022 I booked a Loft Suite to stay for my girlfriend her 2 children as well as for myself 2 children for a total of 6 people for 2 nights mid January 2023. As it got closer to the date(10days before our stay) I spoke with my son who also wanted to come with us to stay at the resort. I contacted a representative to add my son his girlfriend but they let me know that the booking was for 6 people and that the room would not accommodate the additional guests. I spent about 20 minutes on the phone with her in order to find another room but to no avail. I went home and found a Wolf Den suite available and decided to book the room even though it was costing even more than the larger room. When we got to the resort and walked into the Loft room I did realize that we could indeed all sleep in the same room as there was 3 Queen beds as well as a pullout bed. We didn’t even use the second room on the second night because we all just wanted to bunk together and it was fine. A couple of weeks later I received and email with some offers for another stay at the Lodge. As I was looking at the rooms I spotted the Loft Suite and see that it shows sleeps 6-8 guests. I was immediately upset and realized that I should have been able to just add on the 2 extras guests and only had to pay the $1700 or so for the 1 room …instead I was misled into spending more than twice that amount for 2 nights at the Lodge. I know things cost money and I didn’t even have the extra cash to afford the extra room so I put it on my credit card because I didn’t want to leave my son out. I called the customer service and let them know what had transpired and they told me that their supervisor would call me back by the end of the day and “make things right.” I never received that call so I waited about a week and reached out once again and this time I asked to speak to the supervisor and after explaining to the gentleman he let me know that I wouldn’t be receiving any compensation and that they were unable to book that extra room for someone else because they were holding it for me. The only reason why that happened was because of their mistake. I didn’t expect them to reimburse the whole extra $2000 that I had to pay for the extra room but I thought at least they could have given me some kind of discount for another stay or maybe 50% back. The supervisor said that he could talk to his team and make sure that they communicate better in the future….no nothing else. POS is all that guy is. If he or any of his team were ever misled in that way I’m sure they’d be pissed just as I am
Suggested solution:
I believe they should compensate me fully if they really want any kind of business back from my family. Sorry doesn’t cut it if I stay and don’t pay right?
