ComplaintsforLake Powell Resorts and Marina
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Complaint Details
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Initial Complaint
10/21/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I made a booking for the Lake Powell ************ on the official website (******************************************) with a total cost of $188.29. It was clearly stated at the time of booking that this is the total cost of the booking including taxes. There was absolutely no mention of other fees instead of the usual writing "additional fees may apply".I went to the hotel, the person at the reception said that everything is paid in full, wished me to enjoy my stay.In the next morning, after checking out, a transaction of $10.68 has been taken from my card without any notice. I called the support center and someone told me that it is a service/cleaning/resort fee of some sort. They didn't know exactly what it was. I contacted them by email and they replied that there is a resort fee of $10 + tax, and it is part of the "additional fees may apply". Of course additional fees may apply, if I smoke in the room, if I bring a pet.This is not an additional fee, this is a required fee, it was not clearly stated in the "total" section, as you would see when booking hotels in *********, for example. The only time when you find out about the resort fee is in the confirmation e-mail, ALTHOUGH it still says "Total Cost: $188.29".I find their answer misleading and insulting. I asked them for a refund and they just stopped replying to my emails. I have confirmation emails and the entire email discussion with them printed.I want my $10.68 back, and also, I want them to clearly state on their website the resort fee as part of the "total cost".I also have proof with the bank statements, but they do contain some personal information
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.