My husband and I planned a trip to Thermopolis WY with our three young children for Memorial weekend. I checked out the Rainbow Motel's website www.thermop.com. It stated that they have a cash discount for cash paying customers with a valid cc (credit card) backup. I called Rainbow Motel to book a room for two nights. Don, the man on the line (who I later found out was one of the owners), told me the price of the rooms would be $80.00 for two nights. So I gave him my credit card number and told him we would pay in cash at check in. When my husband checked in, Don told him that it would be $80.00 per night for a total of $240.00 (since we decided to stay an extra night, however, we paid for the third night separately because we decided later in the day that we would stay for three nights instead of two). We told him it was too expensive and that we did not want to check in, but he told us he would charge us anyway because they have a 72 hour cancellation policy, so we had to stay. He did not offer the cash paying discount as advertised on the website. The room was in OK shape, but the bathroom was pretty gross.
On the second day of our stay, we came back from breakfast to find a note on our door stating to come to the office. When my husband went to the office, the owners (Don & Wanda) told him that we had to checkout and that we could not get a refund for the third night because our room was a mess. They also refused to give us a receipt for the third day, stating that it was now being used as a deposit for damage to the room. They were complaining that we had left food crumbs on the floor. After we gathered up all of our personal belongings, I went back into the room to take pictures to show the Better Business Bureau that we had not damaged anything, and that it just needed to be vacuumed. Then Wanda ran in and attacked me in the bathroom while I was attempting to take pictures! I was trying to fend her off with one hand, be she weighed at least 200 lbs more than me and I had my $400.00 camera in my other hand. Then she and her husband dragged me into the bedroom by my shirt and threw me into a chair. The man held up his fist and my husband ran inside just in time to stop the man from hitting me. My kids were already in the car, so we went outside to get in and leave when the man came running out and started kicking the outside of the backdoor of our car that my infant son was inside of. I pushed him out of the way and yelled at him to get away from my kids. There were people on the other side of the street watching, so he stopped and we left.
I filed a report with the BBB, but they responded stating "The business does have the right to refuse service and they do have the right to collect for damages to their motel. The business stated they will not pursue any damages from you regarding the condition of the room.", However nowhere in my report or the business owners rebuttal does it state that there was damage done to the room. The owners complained that the room was dirty. I can't believe that the BBB will let them get away with this!
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