ComplaintsforTraveler's Lodge

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My wife and I run along road trip and we booked a room for two nights at The travelers Lodge in **************** we have the confirmation number and email. We arrived and we're told there's no room for us despite having a reservation.They sent us to another hotel saying that they will be able to fit you in and they weren't able to fit us in they had no idea what their other Hotel was talking about. We refer to The travelers Lodge and I spoke to a manager on the phone and she was absolutely unhelpful and tried to blame us because their system overbooked. She stated well it's not my fault this system overbooked you. It certainly isn't ours. We ended up going to a hotel next door and they helped me find a room at a sister resort of theirs but the room was three times the cost for one night so we only ended up staying one night in *********** instead of the two. I would like to have travelers Lodge pay us $500 to cover the extra cost and the ruined day of our vacation that we had to leave early because there's only room for one night in ***********.

  Customer response

  09/18/2024

  Claim #69516087CEAAD Good afternoon, Not only did the hotel not honored the reservation that we made they charged us for a room that we didn't stay in. So when you're considering this complaint please also consider the time and effort I have to now do to correct this charge with Visa because the hotel does not answer emails.

  Customer response

  09/27/2024

  Good afternoon,
  
  I have attached the email confirmation of our reservations for the 14th and 15th as well as our cancellation of the 16th and 17th.
  
  As you can see from the email they responded back and confirmed and give us a confirmation number. 
  
  The only contact we've had from the hotel is they called my wife and they said that we didn't cancel on the 16th and 17th, which is clearly a lie because you can see in the email dated September 10th that we canceled clearly more than the 72 hours required. 
  
  The hotel is also lying because they said to my wife on the voicemail to check her spam, which she did and there was no emails in it saying that we didn't have a reservation.
  
  Not to mention we received the other emails stating that we did have a reservation so why would it have been spam if we had an other email that did come through proving our reservation? Once again they're inept and have no idea what's going on and they are trying to weasel out of the issue it caused.
  
  
  Not to mention when we showed up for our reservations on the 14th as we are trying to check in we told them, we're canceling the 16th and 17th because we're here now, unfortunately this was done verbally and the hotel staff are ridiculous and very unhelpful.
  
  Now I'll admit I raised my voice and yelled at them because we had no place to stay and they didn't have a room saved for us despite having a reservation, but it's pretty obvious after all that we canceled the 16th and 17th.
  
  They're completely lying and the email confirmation shows it. And also attached is a screenshot of the other hotel that we stayed at on the 14th in Yellowstone.
  
  If you look at the price it's the same price as two nights that we were going to spend at The travelers Lodge. So this ruined our time in Yellowstone because we could only afford to stay one night at the higher price, not to mention there wasn't a second night available.
  
  I truly feel that asking for $500 is more than reasonable considering it cost us an entire day of vacation time.there and we had to rush to visit the park. Plus we paid twice the price of a hotel for the one night then tack on the massive inconvenience and stress it caused. 
  
  I look forward to your response. 
  
   Dave & Mimi Gaudreau 
  

  
  

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