Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

Membership Information

This business is not a member of Business Consumer Alliance. This fact does not disparage the company in any way.

Recent Review

Posted on 7/14/2021 Patti Titus 3230 S winston #.

We were locked out of our room!

I visited Kachina Lodge July 3-6 with my autistic grandson for vacation. My 3rd stay (Nov 2019 and July 2020 ) in 2 years !! I booked with Booking .com what I thought was 94.50 plus tax. They ran $158 charge before I even checked in that night !! Then once I complained to very kind front desk clerk I had to pay $138 for next day due to them being booked solid in Town of Taos. My grandson got severe altitude sickness and had to stay in room 2 days sadly. But during this time owner Pinder Gill brought him a book and was very kind and accessible. On Monday July 5 I offered to pay $70 on my credit card and / or OFFERED to just leave as I just couldn't afford rates and needed all my money for gas home. Am 62 year old grandma on disability and my grandson is disabled too so Mr gill said " don't worry, we will work it out tonight go enjoy your grandson !!! So we drove down mountain to river for 3 hours and had great time. Once we returned the desk clerk Miles informed me we were LOCKED out if our room he ran my card $36 left as I had bought gas and we needed $64 immediately !! I was distraught tried to explain the compassion I heard from Mr gill but no he said I don't want to hear it ! My friend called to try and pay $64 over phone on her CC they refused !! My other cards were in room but I needed those for gas home. We had to wait 3 hours for my friend to wire money to Walmart to pay $64 cash to get back in room !!! Got back in 8 pm packed up left at 7an next morning. Terrible !

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Complaints and Resolutions

Complaint Experience

N/A

Complaint Resolution Index (CRI)

BCA's Summary and Analysis:

We have received no complaints against this company.

Our complaint services are free and our team of expert mediators will assist in resolving complaints with businesses.

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Complaint Closing Statistics

0 complaints against Kachina Lodge closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

Other Information

Company Info

This company's business is a hotel.

Primary Contact:	W Koop (Partner)
Business Started:	N/A
Social:

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Licensing

We know of no licensing or registration requirement for companies engaged in this company's stated type of business.

Government Actions

BCA has no information regarding government actions at this time.

Comments and Analysis

We have no further comment about this company's business practices or analysis of its offer that may assist you in your consideration of this company.

Other Considerations

We know of no other matter or practice relating to this company that may assist you in your consideration of this company.

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Additional Info

DBAs:

Best Western Inn

Kachina Lodge & Meetings Ctr

Best Western Kachina Lodge

Websites:
There are no additional web sites.

Contacts:

Dean Koop (Owner)

Pinder Gill (Owner)

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