ComplaintsforAlpine Lakes High Camp

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: We made a booking on Feb 26, 2023 for a cabin at Alpine Lakes High Camp reservation on Feb 16, ****. At that time, we paid a 50% deposit of $659. The attached paperwork does not indicate that any price change will be made in the future.On Dec 8, 2023, we received an email requiring an additional $72 per night to retain the booking. We replied on Jan 30, **** to let them know that we would be keeping the reservation and "do not intend on cancelling". That day, the owner cancelled on us and forced us to rebook at the new price. He did not uphold his end of the bargain when we paid 50% and the business's job was to provide lodging at that price. (Correspondence attached.)The nature of the dispute is a breach of contract as we paid 50% and did not have notification that a price increase might occur.The business has not been helpful in resolving the problem. They offered we could book another cabin for significantly more. They did not respond to my phone call. They delayed response to emails.

  Business response

  02/05/2024

  Hi BBB - thank you for bringing this customer complaint to our attention. Details below;

  - The product/experience these customers originally booked is no longer an offering of our business.

  - At the time of our first communication, they had multiple other cabins available to change to (including cheaper ones), their 53 day delay in communication led them to have fewer options.

  - Their complaint states they want a refund for resolution, yet prior to this filing of complaint with BBB we had already issued them a 100% refund at the attached file shows.

  Sincerely,

  Alpine Lakes High Camp

  Customer response

  02/05/2024

   
  Complaint: 21234146
  
  I am rejecting this response because:

  -- The cabin we originally booked in February 2023 for February **** is still available. It has been upgraded and sleeps a different number of people but it is an inaccurate statement to say that it is no longer a product or service that is available.

  -- Cabins that slept 4 people for the dates that we needed were NOT available when we received the notice in December 2023. This is also an inaccurate statement. 

  The owner of this business is not truthful and does a great job bending the truth to meet their needs. They are likely to continue to do this to other customers by "removing the product / experience" that a customer reserves by updating the units and then demanding more money instead of budgeting appropriately and providing realistic costs at the time of booking.

  
  Sincerely,
  
  *****************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩