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STAY AWAY - UNETHICAL AND RUDE
This hotel is DISHONEST AN UNETHICAL. I'm had booked a reservation for three nights back in August 2019. A family member got very sick and I had to cancel the reservation on short notice. The day of check in, they called and asked if I was coming (which was odd, b/c I had already cancelled). The woman was very gracious and said they could maybe fill the room and waive my cancellation fee (which I was happy to pay per the policy). I later find out they ended up charging me the full amount of the reservation (a clear VIOLATION of their stated policy). They NEVER refunded me back the money, until I had to call in three weeks later. The front desk lady couldn't have been more unpleasant and condescending. I asked why they didn't refund me my $ and she claimed they didn't have my credit card #. She finally reluctantly agreed to give me a partial refund (less than I was owed), so I read her my credit card #...before I could say the expiration date, she completed the sentence for me - so obviously she knew my expiration date (and credit card #)...so they LIED that they couldn't refund me because they didn't have the info. When I pressed on this matter, she HUNG UP on me. I tried calling back and she didn't pick up, but I have a text exchange with her asking why she hung up on me. I then wrote a formal letter of complain to the property and they NEVER responded - unprofessional, to say the least (I'm not sure why I expected anything different). I've tried to pursue this through the Better Business Bureau, the tourism office and City Hall. The people should know that this property is UNETHICAL (never refunding my money, lying after the fact) and RUDE (hanging up on me, not responding to civil correspondence). If you look at TripAdvisor, you will see dozens of negative reviews that echo my sentiments. I've been a business man for 20 years and traveled a ton - never been treated this way. At this point, it's about the principle. The consumer should know and this business should be investigated and held accountable.
Big Bear, California
Bear Creek Mountain Resort Room Booking
Reason of review
Return, Exchange or Cancellation Policy
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