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Blue Haven Resort complaints

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1851 Lake Shore Drive
Branson, MO 65616-9477 | Get Directions

(417) 334-3917

https://bluehavenresort.net/

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Total Amount in Dispute:
$425.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

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Complaint Closing Statistics

1 complaints against Blue Haven Resort closed in last 3 years.
Complaints Type of response
0 Making a full refund, as the consumer requested
0 Making a partial refund
1 Agreed to make an adjustment
0 Refusing to make an adjustment
0 Refuse to adjust, relying on terms of agreement
0 Unanswered

1 complaints against Blue Haven Resort

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9/10/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $425.00 Amount Settled: $0.00

Customer Complaint

7/31/2023

I booked 2 rooms costing around 850.00! We have stayed here quite a few times! However this time I booked in March and was told they were remodeling the pool and that it would be open by then! Checked in June about pool being open as I was bringing children! Told them I would book somewhere else if not because of kids! Called again Thursday before I left and was told health inspector was coming Monday and it would be open! We got there Sunday and called the office Monday now wasn't coming til Wednesday! (The day we were leaving)! My intention and continuous checking this was because I would have not paid over $800.00 to stay without a pool when I'm bringing kids! I called guest relations who first told me there was nothing she would do! After a small conversation said she would talk to owners and possible reimbursing us for part of our stay due to the situation and NO-ONE called me back! Was also told these are remodeled! The 2 cabins we got were not remodeled! And one had a weird smell! Nobody returned calls, picked dirty towels or anything! Upon reading their reviews I see I am not the only one with this problem! Resolution Sought I would like half my cost back as I had to spend a lot more money entertaining kids since there was no pool! The service was horrible and we were told the rooms were remodeled and they were not!

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Company Response

8/30/2023

I'm responding on behalf of Blue Haven Resort for a complaint lodged by our past guest, Mrs. Coon.They stayed at Blue Haven from July 23 to July 26, 2023. I understand that she's asking for a 50% refund because the pool wasn't available during her stay. We had every intention of making sure it was available for guests to use. However, the health inspector didn't sign off on the pool opening as they deemed that there were a lot of things that needed to be improved to ensure the safety of Blue Haven guests, especially children. We don't wish to be noncompliant with legal and state guidelines so the health inspector's evaluation didn't really offer us a lot of choice except to keep it close this year while we're working on improvements. We did offer a 10% discount for our guests because of pool unavailability. Another alternative we offered was the use of our pool in one of our resorts if guests didn't wish to avail of the 10% discount. As much as we'd like to accommodate the guest's request, we're unable to do so as they stayed in 2 cabins for 3 nights and made use of the resort's other facilities. The most that we can allow is a 10% refund per reservation for the missing pool amenity.

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Customer Rebuttal

9/6/2023

They COMPLETELY lied as we were offered to use the desk ladies pool where she rents her home! Was never told it was one of there resorts! We NEVER used it! Also they had several opportunities clear up to a few days before we came to i form us the pool was not going to be in use! Instead we were told it would be open monday! Also we were never offered any discount! I was told on the phone they would call me back and no one to this date has ever called me back! Also cabins were not remodeled as they told us they were! So for them to be completely untruthful should never be acceptable! I even tried to call them back and got no where.

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Company Final Response

9/6/2023

We will stand by our offer of 10 refund for the pool since the guest is unable to provide documentation to support her claims. One thing I want to point out: 1. The guest did not provide the name of the alleged Blue Haven staff that they spoke with who promised them that the pool will be open and that she will call them back. As a customer myself, I make it a point to note down relevant information in the event no action has been taken and I have to reach out again to the company or worse, submit a dispute. We will take accountability for the pool being unavailable but the 10 refund offer stands. We are unable to go beyond that. Thank you for your understanding.

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