Complaints

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband and I booked The Stonewall resort in West Virginia online and received a confirmation email which I have attached. The quoted stay for 2 nights was 407.54. Upon check out I asked to confirm that not any incidental charges, charged to my debit card. There was a charge for ** ******* which is a restaurant/pub. I confirmed that we did eat there but did not charge this to our room. I showed the manager my online bank account to proof I had already paid the amount. She assured me the charge would be removed. Upon reviewing my bank account the following week I noted the following charges: 3/25/24 $182.52, 3/28/24 $275.02, 4/1/24 $225.02, and 4/1/24 $42.37. This total is $724.93. I immediately called the hotel to attempt resolution. I spoke with the front desk and was told that I was not overcharged because they had issued a refund to my debit card that day. I requested to speak with a manager. I spoke with Bill. He assured me that their accountant **** would research this and call me the next day. I have attempted multiple times to reach someone but the phone has rang off the hook for 2 days. I have called ********* ************ the parent company of Stonewall Resort to request assistance. They also have been unable to reach anyone at the resort. I was told that this dispute would need to be worked through directly with Stonewall Resort. I am owed $317.39 back to my debit card. I also, am upset of the time I have spent on this and the lack of concern for their customers.

  Business response

  04/29/2024

  To whom it may concern,

  I would like first to apologize to *** ****** for any inconvenience and misunderstandings that have taken place on her most recent visit with us.  It is our goal to ensure we provide exceptional service to include billing.  That said, it looks like we have failed Ms. *******  I have taken the time to review all concerns noted within *** ******** statement.  Additionally, I have made 3 attempts to reach out to *** ****** and have yet to receive a call back.   The following are my findings within her folio:

  3/21/24   *** ****** booked reservation online

  3/22/24   1st nights deposit was charged $182.52

  3/28/24   *** ****** arrives and credit card authorized for $275.02

  3/28/24   ** ******* *** charge for $122.96  (This charge was paid by credit card at the time of purchase)

  3/29/24   Stonewall Gift Shop Charge $42.37  (This charge was paid by credit card at the time of purchase)

  3/30/24   Credit card was charged the remaining balance of stay $225.02 (This is second day plus fees and taxes)

  4/03/24   Authorization hold $275.02 was automatically released at check-out.  

  In conclusion, *** ****** was not fully aware that authorization take 7-10 business days to be returned to her account.  It varies based on banking institutions.  Her outlet charge disputes *** ******* * **** ***** were paid with credit card in those locations and not charged to the room as verified by receipt.  That said, *** ****** is not due additional funds.   I do understand the frustrations of authorization releases and banking institutions.  It is a waiting process that shows the property at fault until the funds are released back into the guest's account.  This, however, should have been made to understand and for that we failed.  Again, my apologies to *** ****** and we do hope she does not see this as our future and hope to see her and her guests in the near future.  

  Thank you, 

   

   

• Initial Complaint

  04/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went and stayed on 4/15/23 for one night. The price was to be 240.90 for 1 night. When I checked out the front desk was extremely overwhelmed so to be kind I said I just wanted to turn in my keys that I know what will be billed. The family in front of me were arguing about their bill being $316.45. I remember because I thought that was a good price for two price. The next day my card was charged for the price of the family in front of me. I’ve tried for the last week and a half to call Stonewall and can never receive the correct line or person. I’ve been transferred multiple times. Let the phone ring off the hook 40-50 times with no ability to leave a message and I’ve been unable to reach anyone to correct the error. I’ve also filled out the contact form on their website twice asking for a correction to my bill. No one is responding to me. I just want to be charged what I was supposed to be charged instead of being charged the amount for the family in front of me in line that morning. I’ve attached the receipt emailed when I made reservation and the charge on my card. Thank you for your time. Ashley *******

  Business response

  04/26/2023

  Hello Ms. ********

  I would like to take the time to apologize for any frustrations you have encountered.   It is not the experience we want any of your guests to feel.   I have taken the time to reach out to you and left you a voice mail to work with you on your billing.  In my initial review I found the room rate was at 199.00.  State and Local taxes were $24.90.   Resort Fee $15 and Park Enhancement Fees $2.  Those combined do bring your final room billing to $240.90.  I also note that on 4/15/23 you had a Stillwaters Restaurant charge of $75.55.  Total on the final billing was $316.45.  If you have any questions or concerns, please do not hesitate to contact me. Thank you 

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were given a room that the key access was not working. I called the front desk said they will said someone. Waited 15 minutes no one came. We did just drive 2.5 hours to get here. I went to the front desk the said we will send an engineer to help fix the key access. Buddy was his name super nice said it didn’t work so he took my keys got new keys came back didn’t work told me his boss needs to come and will be a while. We got new keys eventually from front desk and the front desk lady told us the wrong side of the building so we walk all the way and find out our room is back on the other side. Buddy was very nice and made sure we got in the new room. Front desk service was beyond awful. We had a king room now we have a handicap room that the shower is so low for a tall person. We got better service from maintenance than your front desk. Awful experience. Not sorry here is someone money off. Terrible service will not return. Would be nice to get compensation for spending 528 on not a king room.

  Business response

  11/15/2022

  Hello and thank you for allowing me the opportunity to respond to Mr. *****   It is unfortunate and certainly not our goal to provide service less than our guest expectation.  I do want to apologize to Mr. ****.  His communication will allow us to continue to work with our teams to ensure what took place for Mr. **** is not our future.   To his request for compensation.  I seen where the room was discounted on the Saturday stay at a 50% compensation.  I will compensate an additional 25% off for that Saturday in hopes that Mr. **** can see we value his patronage.  Our goal is to see Mr. **** and his family and friends back at Stonewall Resort.   Thank you, 

  Customer response

  11/30/2022

   I accept the billing adjustment they made.

  Regards,

  **** ****

*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. ↩