ComplaintsforLiberty Mountain Resort

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I reserved a room for 2 nights for our 20 year anniversary at Liberty Mountain Resorts. Unfortunately we both tested positive for COVID as did our 7 year old son. My son and husband tested positive on 1/30 and I tested positive on 2/1 . Because we have COVID we and are not able to go because we dont want to infect anyone. I called the resort to see if we could get a credit for the room and the receptionist stated that there was nothing they could do. We have paid in full and did not get insurance so we cant be reimbursed for the room and they cannot credit us to get a room later. I am writing you to see if you could help us out seeing as how this cancellation is not for convenience but rather the safety of the public. We are not asking for a refund, we would just like a credit so we could book a stay when we are well. The reservation stated that the health and safety of liberty mountain resort patrons is their number 1 priority. I feel we are helping them meet that claim by not going. I feel that crediting the room for a later stay would only be the decent thing to do. We would like your help to see if we could make that happen with the resort. Our reservation number is ******** and our stay was for 2/3 - 2/5.Thank you in advance for any support you can provide.

  Business response

  03/09/2023

  In review of the reservation under the name of ****** ****** for arrival on 2/4/23 with a departure date of 2/5/23, I do see that they did pay in full as per our booking requirements. **** ****** is correct that at the time we were not accepting COVID as a reason for backing out of a confirmed reservation. Many of our guests do indeed purchase the insurance for just that reason, however, they did not. That being said, our reservations team did relay the correct information to her at that time.

  
  

  I would like to go ahead and allow them to use their deposit of this reservation towards another stay here. Please know that Liberty Mountain Resort is closed for the winter ski season, but the hotel is open all year as we do enjoy a robust golf season.

  
  

  I am forwarding this information to our reservations team so they will know that the ******'s have a credit for a future stay with us. Please inform them they will have to contact SkiLibertyRes@vailresorts.com to make their next reservation. Or they may call ************, whichever they prefer.

  
  

  Thank you for bringing this to my attention and I do apologize for not seeing the situation sooner.

  
  

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