We made a reservation for a 2 Bedroom suite for 2 nights at a rate of $279 per, directly with the hotel. We had a death in the family that caused us to miss our first night. Given the circumstances, the hotel graciously waived the two night minimum and allowed us to stay for one night with no loss of our $284 advance deposit. We arrived on the morning of our stay, went directly to the mountain and didn't check in until around 6:30 PM after a full day of skiing. The room number they gave us at check-in was a 1 bedroom. We had been contacted by the hotel in November after our initial reservation was made and asked if we were willing to move to a smaller room to accomodate some other guests. We declined at that time given that we are a family of 5. When we discovered we were in a 1 bedroom, we assumed that maybe they had gone ahead and changed our reservation. At 7:00 the next morning, we let the front desk know and asked if our rate was going to be adjusted. They informed us at that time that we had also had the adjoining room. We told them that no one had mentioned this at checkin and that we had never entered the adjoining room. We were told that someone would check the room to verify but that no one working at that time had the authority to make a decision on the rate change. They assured us that someone would contact us to follow up. After not hearing from the hotel for over a week, we called and were told that they had never looked at the room and that they were not going to be able to do anything regarding what we were charged.
While the room itself was nice enough, our experience with the staff, particularly the front desk and subsequent communication with the Manager was enough to ruin our experience and garner this poor review.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We are sorry for the confusion surrounding this guest’s stay with us. The dates in question fell in a sold-out holiday week. Although we had been turning business away for some time, we did allow a last-minute change because of extenuating circumstances and we appreciate the acknowledgment of that in the review. Had we strictly enforced our cancellation policy, the deposit could have been forfeited or the guest could have been obligated for the two nights regardless of the situation. In our area it is not easy to recoup last-minute losses, and as we have a duty to the owners of our units to maximize their rental potential, we are not as able to accommodate as many variables as some traditional hotel-model operations are. We are not a large corporate entity, but a small association of homeowners who rely on rental income that is impacted by factors as diverse as the global economy and the weather forecast. The loss of the first night’s rental was significant.
Report response as inappropriate
To address the situation in question, the reservation was made for and confirmed for a 2-Bedroom Condo Suite. The circumstances surrounding the call in November to change the room type booked were due to owners seeking to use units that had existing reservations in them. We do our best to seek out guests who might be willing to change, but if not, we do not arbitrarily re-assign rooms without permission. We simply tell the owners that we cannot accommodate them. At no time was this guest’s reservation changed by us.
The registration signed at check-in was for a 2-Bedroom Suite. Our units are all lock-offs or two connecting rooms with separate main doors and interior connecting doors. We write two room numbers on our key packets. The keys in question were verified to have been made for both rooms. Upon arrival in the unit, had there been any doubt about the room assignment, a simple call to the front desk could have clarified and resolved the issue. Nearly five hours went by before our closing time, but there was no question posed until the following morning. At that time it was too late to resolve the matter for anyone’s benefit, but a monetary adjustment was expected. In light of concessions already made, we opted not to further compensate this guest.
We apologize for the confusion and the delay in responding; that should have been more prompt on our part and was an oversight. For the future we urge any of our guests who have questions or concerns to bring them to our attention while there is still time to resolve them and make their stay as enjoyable as it can be.
Rivergreen Resort Management
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.