My wife and I wanted to use a $100 gift certificate that we received as a gift for our wedding in
July 2011. To make our reservation, we used the online reservation system at the Alps
Romance Inn website. At the time of our reservation, there weren’t instructions on how
to use a gift certificate or a spot to enter information about a gift certificate. When I saw
that our card had already been charged, I called to confirm our reservation and to ask
them about using our gift certificate.
The owner said that there was no possible way to use our gift certificate for this
reservation, but that we were welcome to use it for our next reservation. She explained
that I should have written a note during the reservation process that I had a gift
certificate. I said that there wasn’t a designated space for it and no instructions on the
website as to how to use it.
She did not present any alternatives or apologize for the lack of clarity on their website
or the archaic reservation system they are using, which does not allow for partial refunds.
In 2012, it’s hard to believe that such a system exists and that if it exists, a business
interested in attracting and retaining customers would choose to use it.
When she still responded that there was nothing she could do, my husband calmly said
that we are going to deny the charges on our credit card and complain to the better
business bureau. She asked my husband if he was threatening her. He explained that it
was not a threat, but that he was informing her of the course of action we would have to
take, given that she could not refund us $100 for the cost of the gift certificate or suggest
any other alternatives.
She then got extremely angry and explained that they are nice people there and that she
would think about it and see what she could do. She called us back and said we could
send her a scanned copy of the gift certificate and she would think about how to proceed.
We sent her the scanned copy and called her back the next night when we hadn’t heard
back from her.
When we called her back, she said she would refund us the $100 for the gift certificate
and then lectured us about how nice they are at the Alps Romance Inn and that we
had, “better not come and stay there if we were going to come with an attitude.” This
was the 4th conversation we had had with this woman in which she was extremely rude
and difficult to communicate with. At this point we decided that we didn’t want to stay
there because we would not feel relaxed or enjoy our time there. Nor did we want to give
any business to someone like this who treats their customers this way. Unfortunately this
meant losing the $100 wedding gift certificate. We emailed her to inform her we would
not be staying there that weekend and did not hear back from her.
In the end, we lost out on $221 plus the $100 gift certificate. My only solace is that this review will save someone else from contacting Alps Romance. I truly hope this money monger goes out of business.
- Official Description (provided by the hotel):
- Each suite has it's own private hot tub and sauna. Each hot tub is in it's own brand new gazebo that offers significant privacy. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Priceline and Odigeo so you can book your Alps Romance Suites reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Alps Romance Hotel Leavenworth