Business ProfileforCarson Hot Springs Resort

Hotel overbooked, room cancelled, charged for our entire stay PLUS a no call/no show fee. Staff abhorrently rude. Although our room was described, and filtered, as pet friendly on Expedia, we were advised 4hrs before our check-in it was not. The entire resort description ****** it is pet friendly. Packed, dog in the car, New Year's weekend. Front desk stated they were overbooked(?), but showing one double-queen that just opened. Asked to switch, told they are unable to do that. Stated I need to contact Expedia to cancel the king "non pet-friendly", to switch to a double queen pet friendly. Immediately contacted Expedia; *** stated when they attempted to switch to double queen, also booked. Expedia calls Carson, told the last pet-friendly room was just booked within that few minutes. Called the resort again, they confirmed yes, last room was booked and there is nothing they can do. Carson rep ****** original king room now booked by another party while we were resolving. Carson then pre-authorized our card for entire stay. Called again, rep was combative and nasty, refusing to listen to what transpired. Refused any refund, kept repeating a 48hr cancel policy. Original room was booked, not losing any revenue. Had zero explanation, empathy, or intelligent response. New Years Eve morning; we wake up to a debit card charge of $510! This was $173 more than our final booking invoice from Expedia. Not only did they charge us for the ENTIRE stay on a room they booked to someone else, but a NO CALL/NO SHOW ON TOP OF THE ENTIRE ROOM FEE! My husband called at this point, and again, the staff just repeated the same 48-hr policy, and there was no one there to refund any charges. He pressed the issue, and only $347.06 was refunded. They will not refund the no call/no show fee totaling $163.22, no apologies. Now I am wasting my time gathering documents, writing details, and fighting for the remaining $163.22. Needless to say, we have no desire to ever visit this resort.