ComplaintsforKillington Resort

• Initial Complaint

  09/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wife and I stayed at the killington grand hotel and resort 8/16-8/18. We suffered bed bug bites. My wife is 6 months pregnant. Hotel refuses to take responsibility, refuses to issue any kind of apology or refund for anything including all expenses from hotel stay, cleaning and pest services for car and house after visit, replacing of personal belongings that had to be thrown away from bed bugs. have a bed bug found in luggage used on trip, that is currently in quarantine from our visit. Hotel pushed issue onto their insurance who was now denying any liability. Visited mass general hospital day of checking out hotel to be seen and told suffering from bed bug bites. Any help would be greatly appreciated

  Business response

  10/18/2024

  In reference to Mr. ********* complaint, we want to share the following details. On the date of their departure the guest reported after his return home that he and his wife had been bitten by bed bugs and said it happened at our property.  Once we received the call, we immediately inspected the room and found no evidence of bed bugs being present. In addition to the inspection, we interviewed the housekeeping staff to see if they noticed any evidence when stripping and preparing the bed, and they did not. We take bed bugs very seriously and are proactive with our steps to mitigate this transient pest, through installation of encasements and training of staff.

  
  Even though we did not find any evidence of an infestation,we had a professional pest control company (Waltham Services) inspect the unit and they too did not find any evidence of bed bugs being present. We relayed the information to the guest, who was still convinced that it occurred here. The guest requested a visit of the facility by the ****************************,which they came to inspect the room and review our processes, but they found no evidence that bed bugs were present.

  
  As part of our insurance policy, we are required to report any type of claim to them, which we did. When they reviewed the claim and the evidence presented, they found that there was no liability or neglect on our side, which was communicated to Mr. ******** Our policy does include Premise Med Pay coverage, which covers up to $500 for each individual, but did not entitle him to compensation for damages as there was no breach of duty of care. The Premise Med Pay was offered to Mr. ********
  
  In general, we would have worked with Mr. ******* and offered goodwill compensation on their room rental, based on his allegations. However,we were not committing to their requests for compensation on various other damages.
  

  Thank you
  *******************
  Lodging Operations Manager

  
  

  Customer response

  11/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  04/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  LACK OF RESPONSE 1. Equipment failure 2. Injury from failure of equipment that was rented 3. Failure to respond to multiple emails and written mailed letter.-- Spoke to ******* and sent info from two different email accounts to this ******* with failure to respond Hello ******,I hope this email finds you well. I am writing to you in my as the father of *********************, a student at *******************************On March 2, 2024, ***** was involved in an unfortunate incident during a ski trip organized by the school.Attached is a picture depicting the rental equipment failure that led to *****'s injury and subsequent visit to the infirmary.It is evident from the attached evidence that the equipment failure was the direct cause of *****'s injury.Specifically, I am seeking reimbursement for the ski rental costs totaling $104.94 and the infirmary fee of $45, amounting to a total of $149.94.I trust that you will address this matter promptly and ensure that we receive the reimbursement of $149.94. At this time we are not seeking any reimbursement for fees related to the skiing trip and interruption.Please let me know if you require any further information or documentation regarding this incident.Thank you for your attention to this matter.Sincerely,Dr. *********************** ************************* Father ***************

  Business response

  04/16/2024

  The Killington resort risk and insurance manager has reached out to ************** directly to resolve the matter.

  Customer response

  04/23/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Provided information which recives no calls back from the medical department which is located at this resort.  This appears to be an issue overall as the company want reciepts which did not prove at time of service.  Of course once this was issues a BBB againes them the called withint 24 hours.   
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business response

  04/26/2024

  The Killington risk and insurance manager has contacted ************** directly.  ************** declines to sign the agreement sent to him on 4/23 to resolve the matter.

  Customer response

  04/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   Federal law requires furnishing a **9 form when the reimbursement amount exceeds $600 in a year or when it is part of an accountable plan where actual expenses are reimbursed directly. It is crucial to note that the purpose of the **9 form is to collect tax information for reporting purposes, particularly if a 1099 form needs to be issued.
  However, I must respectfully decline the request to provide a **9 form in this instance. My decision is based on legal considerations and personal comfort regarding disclosing such information. It is imperative to uphold the legal rights and boundaries pertaining to tax-related matters. This reimbursement is based on an accident that resulted in injury, and we are willing to sign the attached hold harmless agreement.  The compensation is a rembursment and not an actual compensation, fee for failed eqipment they rented and the fee the medical department charged to treat an injury which was from the equipment.  No **9 will be filled out at this time.  If they would like such to be completed we can litigate this mannar instead of such.  The document was signed and returned but no **9.  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In the late summer of 2021 I bought discounted k tickets from Killington to ski, they are sold at a discount and are to be used in the subsequent winter season. After buying them VT restricted travel from *** residents so I could not use them. I contacted Killington to work something out so I could use them this year. Their response was sorry you lost your money the resort was open. In other words its my fault for not disobeying the VT travel restrictions from *** . They should not be able to keep that money and should let me use my tickets this year.

  Business response

  03/11/2022

  ************************* purchased two Killington K-tickets and one My Pico 3-pack tickets in September 2020.  These tickets are deeply discounted and valid to use only during the season for which they are piurchased which was the 2020-21 season.  The tickets expired at the end of that season which was 6/15/21.  K-tickets and My Pico 3-pack tickets cannot be extended, credited or vouchered to the following season.  This information is published on the website page when the tickets go on sale.

   

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