DO NOT BOOK HERE! Customer is always wrong at Eagle Peak.
(Long review, I know - but worth the read)
Much better places for price and service nearby.
What happened: We booked this place around 7pm because we could not get a hold of anywhere else in the greater area including calling this place twice with no answer. It cost almost $60 for one night! So expensive!!!
Once I booked it, there was no instructions, no site #, No anything. I did get an email receipt, but again, No information with that either. In all my time traveling all over this country has this happened.
We drove down from W. Yellowstone and got to this place about 9pm so it was dark. This place is a ‘Lodge’ that has a beautiful view of the backside of a gas station and the tractor trailers that are parked behind it. Driving slowly by trying to figure out where we supposed to go, all we saw was a small sign with their eagle peak lodge logo on it, so we knew that was the lodge and we were in the right spot. It looked shut down. It was early in the season (April 30th) so a lot of places in this area weren’t open yet. They took the booking online, so we thought it was going to be fine. Very poor lighting on the streets and at the ‘Lodge’ parking lot. We couldn’t find the RV park. There was no other signage. Nothing. We had no idea where we were supposed to go or what to do. We drove past the place twice trying to figure it out. I was wondering if it was just a couple hook ups thrown up behind the ‘Lodge’ building in the parking lot but didn’t see anything to that effect. So we went on down the road and found a place in Sugar City that was very accommodating and who actually answered their phone.
I emailed the ‘Lodge’ and asked for a refund since we couldn’t find the place to stay there. The owner/manager refused and said it is on their website that there is no refunds. What!?! Really?!? I never saw that or was warned of that when booking, so I went back and looked. Yup, it’s there - at the very bottom. You can go through the whole booking process on a phone and never see the bottom of the screen. Not even a warning when you are about to finalize payment regarding the fact that it is non-refundable. Big oversight and bad design on their part.
I explained all the legitimate reasons we should be an exception to their refund policy. They didn’t give us instructions on the booking page. No instructions on the email confirmation. Not even a site #. No signage at all at the location telling us what to do and where to go. No warning of the bad refund policy unless you scroll all the way down to the ‘fine print’ policies bottom of the page when booking.
In response, the owner/manager of this place actually BLAMED ME over and over again! Said I could have gotten out and come into the lobby of the lodge for more info and that I should have thoroughly read all of the website before booking! What? Go talk to your ‘guest relations’ person who didn’t answer both phone calls in a Lodge that still looks shut down for the season in a poorly lit parking lot behind a gas station...? Ok, yeah, I should have assumed there was a live person there manning a desk at 9pm in the off season who would tell me where to go. Or they could give us that info in the email confirmation or just put up a sign!!!!
Anyway, we went back and forth with the owner/manager and he is flat out refusing to refund our money. At this point it’s about principle. He won’t or can’t see the customers point of view and would rather keep $58 than a customer. SAD.
As a business owner myself twice over, I know what it is like. I was nice in my emails and gave him good ideas on how he can improve his business for himself and his customers. I hope he takes those and implement them.
It’s a poor worker who blames his tools and a poor owner/manager who blames his customers.
Pass by this place and find one who values their customers and knows what ‘customer service’ is.
I hope this helps someone out there avoid a headache.
Good travels!
Scout
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