After exhaustive research my sisters and I bought a $200 gift card from Gold Mountain Manor for our mom's retirement party gift. I called and spoke with Kathy from Gold Mountain on a Monday to buy the gift card, she sounded very nice on the phone. I told her the party was that following Saturday and we needed the gift card by then, so when would she be able to send it? She said it would be in the mail the next day (Tuesday). She then warned me that "mail can take a while to get off the mountain" which should have been a red flag. It's Big Bear, not Everest, and we live in a major city just 3 hours a way, should be no problem.
Saturday came and went, no gift card. We scrambled and gave my mom a gift certificate for the gift card (lame right?) figuring the real gift card would come soon. I waited until the next Wednesday and called Kathy. She was very nice and apologized profusely, said her groundskeeper forgot to take the mail that last Tuesday and she would send it out right away. (It wasn't until later that I wondered why it then hadn't gone out on Wednesday? Or Thursday?) But I figured that mistakes happen and we would get it soon.
Another week, no gift card. Unbelievable but true. I called her again and this time she was not friendly and nice; she curtly told me she was in a meeting and would call me later (didn't ask to clarify who I was or get my phone number, so she clearly knew). At that point I called one of my sisters who said we needed to cut our losses and pick a new B&B for our mom. I waited a while (1-2 hrs) for Kathy to call me back so I could ask for a refund but she never did, so I called her again. This time she let me go to her voicemail. I left a voicemail letting her know we were quite unhappy and wanted a refund.
Soon after I got a gift card from her in the mail, postmarked 2 days prior. That means...
- It took her over two weeks to mail what she promised to send in less than 24 hrs
- She repeatedly lied about the entire situation
- Had she mailed it even close to when she promised she would, it certainly would have arrived in time (no problem with mail getting "off the mountain")
I returned the unopened gift card envelope marked "return to sender" but never heard from Kathy again, nor received a refund. I finally contacted my credit card and disputed the charge, just received a refund from them. Perhaps this B&B is a delightful place to stay but I will never find out, and honestly I have a hard time believing that an owner so disorganized and dishonest could run a decent establishment.