ComplaintsforChipeta Sun Lodge & Spa

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Several rooms in our party were completely flooded from rain pouring through the ceiling, out of cracks, out of light fixtures, vents, etc. Mattresses and belongings were soaked (and the water left a brown/yellow hue on what it hit. These guests were promised a refund and the rest of the party was meant to get a discount because of the lack of service leading up to the stay, staff issues with the booking, and MANY false promises. It felt like the staff was actively trying to make guests feel unwelcome, make mistakes and more problems. The advertising is BEYOND fraudulent. I have received nothing but lies from this place, and there has been no refunds, the promised discounts are wrong or non-existent and it has been a month of chasing down anyone that can help to no avail. Life-house, the company that manages the property/ provides the accounting and booking software has so far been useless.

  Business response

  10/25/2023

  While this complaint was valid at the time it was written it has since been resolved. This guest has been refunded for the rooms in question.

• Initial Complaint

  02/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I booked a Standard Suite at the Chipeta Lodge on February 18, 2023, for three people. The following is the relevant part of the description for the Standard Suite from their website "Standard Suite - Find plenty of room to lounge in our spacious Standard Suites, featuring a Queen size bed in a separate room and a Double Window Bed in the living room." There is also a picture showing two beds, one in the tv room and another bed in a separate room and a note indicating "1 Queen, 1 Double Sleeps 4." After arriving at the hotel and seeing the room I told the lady at the front desk, Gabby, that she gave me a different room than the one I had booked because it had just one bed. She told me that the Standard Suite had only one bed and that there were no other rooms available that could sleep more. The next morning (February 20, 2023) I told the lady at the front desk, Wendy, that I did not want to pay for staying in a room that indicated could sleep at least three people when it had just one bed. She told me that she would speak with her manager and get back to me. I did not hear from her and called back later that afternoon and was told that I would be charged an amount that I cannot exactly recall, but it was between $135-165, and I was satisfied with this payment. Later that night I received a receipt from the hotel for $332.02 ($295 + taxes). I called and spoke with Wendy February 21, 2023, and asked her about the refund and she said she may have had my reservation mixed up with another regarding the refund. She said she would get back to me. I later received a text stating "I was able to refund your reservation. That worked out to $49.80. I hope this helps and again I'm sorry for the troubles and for the mix up." Single queen rooms are $167 a night at the Chipeta Lodge and I do not think refunding $49.80 is sufficient. I was given false and misleading information and would not have paid $295 or $245 for three people to stay in one queen sized bed.

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