ComplaintsforSilver Lake Resort

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had booked a hotel room at full price to stay from July *****, 2023. I booked in March. This hotel is located next to Mt. St. Helens, which was the purpose of our trip. I learned about the mudslide closing the road today, July 7. Most of the things that we wanted to see on our trip are no longer accessible.I contacted the hotel to request a refund, but they stated they could not provide ANY refund for cancellation within 14 days. They are asking me to jump through hoops for a refund (e.g. if they can rebook my specific room for a night, they'll refund me for that night.)I spent more than $500 on these rooms, for a trip that it no longer makes sense to take.

  Business response

  07/08/2023

  Ms. ********************* made the reservation online on March 9, 2023 9:38 PM for one of our motel rooms.  Our online reservation system automatically sent a confirmation email to ************************* which including the cancelation policies: need 14 days before the arriving date in order to get the refunds.  The mudslide between Mt. St. Helens and our resort happened over a month ago.  We do not know the purpose of ***************************** trip, and we do not have the obligations to inform any of guests about the mudslide. It is all on their own to make sure their trip as planned.  

  We are a very small resort only have 6 motel rooms, so we set up the strict 14 days cancelation policies to protect our business not lose any revenue due to the short notice cancellations.  All our guests are informed for this policies in the confirmation email. 

  Based on the cancellation policies, we do not have the obligation to refund to **************************  But we made an exception for her with a condition, that if we re-sale any of the date of the room cancelled, we will refund her for that date after deducting a cancellation fee.  Now we made the room available for re-sale, and hopefully someone will take the room, and we will be happy to refund ************************* the balance after deducting the cancellation fee.

  Customer response

  07/14/2023

   
  Complaint: 20288253
  
  I am rejecting this response because:

  The mudslide happened on May 14, two months ago, and I learned about it at that time but I had no idea that the road would remain closed for two months. I'm new to the area. This mudslide closed the primary road to Mt. St. Helens, which is the primary attraction in the area where the motel is located. They state they don't know why we were visiting, but they are the closest motel to the monument.

  I would expect an ethical establishment to notify its guests when a primary reason you would visit the is inaccessible, and failing that, provide refunds if the visit is cancelled prior to arrival for that reason.

  
  Sincerely,
  
  AB

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