WorldMark Bear Lake — Hotel in Garden City

If I could give Zero stars or Less than Terrible - I would!!! We drove to this property through the worst snow storm of the season, and upon arrival we were told that our reservation had been changed from a 4 night stay (which was already paid for) to an overnight stay because their reservation system only showed a 1 night stay. When I showed them my reservation and re-confirmation received 2 days earlier, I was told a timeshare owner "must have" decided to use the condo the same time we had reserved, so our reservation "must have gotten kicked out" without any kind of warning or communication to us or our booking agency. That's such poor business practice and customer service!! The family checking in after us experienced the same thing!! This property doesn't care about customer service, they only care about their bottom line and their timeshare customers!!! When asked what they were going to do to fix the situation, they offered to relocate us back down the canyon to a single hotel room for my entire family (not a condo) which was also a two-hour drive in the storm, for the rest of our stay. I was unwilling to risk my life, or the lives of my family driving up and down that canyon in a winter storm and because of that, I was called unreasonable, and told "these things happen - and it is what it is". My husband and other family members had to get a hotel room for the night in Logan because driving up the canyon at night in the storm was too treacherous - especially with not having a place to stay for more than overnight as that was their offered options - to stay 1 night, take a 1 room condo for our entire family to stay in, stacked on top of each other, or drive back down the canyon and stay in Logan. That was all they were willing to do for us. It was pathetic, and they continued to point fingers and blame other parties for their problem!!! No - the property is the problem. If everyone but the property has our reservation correct - there is more than a "glitch" in the system, esp if it happened to me and the family checking in after me!! It's not like there are other options for lodging around there, and in the middle of a snow storm - turning paid customers away is not only terrible customer service, it's truly dangerous!!! Additionally, they have terrible company ethics if willing to do that to anyone!! I hope no one they turned away was hurt or injured by their negligence! |I will never stay with this property again and I hope the gentleman that was checking in after me feels the same!!|WorldMark should not be allowed to rent their properties out to online sites if they are pulling reservations from paying customers and not saying a word, and then turning us away once we get there! They obviously do not understand the meaning of having a paid "Reservation"!|I would strongly encourage Expedia, Vrbo, Extra Holidays, AirBb, Travelocity and any other property rental site to cancel partnerships with WorldMark if this is how they treat their vacation rental customers, because the blowback from their terrible customer service and negligence also tarnishes the reputations of these other...

If I could give less than one star - I would!!! We drove to this property through the worst snow storm of the season, and upon arrival we were told that our reservation had been changed from a 4 night stay (which was already paid for) to an overnight stay because a timeshare owner decided to use the condo the same time we had reserved, so our reservation "must have gotten kicked out" without any kind of warning or communication to us or our booking agency. That's such poor business and customer service!! The patron that was checking in after us experienced the same thing!! This property doesn't care about customer service, they only care about their bottom line and their timeshare customers!!! When asked what they were going to do to fix the situation, they offered to relocate us back down the canyon, which was a two-hour drive in the storm, for the rest of our stay. I was unwilling to risk my life, or the lives of my family driving up and down that canyon in a winter storm and because of that, I was called unreasonable, and told "these things happen - and it is what it is". My husband and other family members had to get a room for the night in Logan because driving up the canyon at night in the storm was too treacherous - especially with not having a place to stay for more than overnight as they only offered us the option to stay 1 night, take a 1 room condo for our entire family to stay in, stacked on top of each other, or drive back down the canyon and stay in Logan. That was all they were willing to do for us. It was pathetic, and all they continued to do was point fingers and blame other parties for their problem!!! No - the property is the problem. If everyone but the property has our reservation correct - there is more than a "glitch" in the system, esp if it happened to me and the family checking in after me!!! It's not like there are other options for lodging around there, and in the middle of a snow storm - turning paid customers away is not only terrible customer service, it's truly dangerous!!! Additionally, they have terrible company ethics if willing to do that to anyone!! I hope no one they turned away was hurt or injured by their negligence! I will never stay with this property again and I hope the gentleman that was checking in after me feels the same!! WorldMark should not be allowed to rent their properties out to online sites if they are pulling reservations from paying customers and not saying a word, and then turning us away once we get there!! They obviously do not understand the meaning of having a paid "Reservation"! I would strongly encourage Expedia, Vrbo, Extra Holidays, AirBb and any other property rental site to cancel partnerships with WorldMark if this is how they treat their vacation rental customers, because the blowback from their terrible customer service and negligence also tarnishes the reputations of these other...

Our check-in experience at WorldMark was an absolute nightmare. We booked this stay using travel points from our credit card and arrived with a fully paid reservation. However, the front desk could not find our booking. I showed the attendant my confirmation, but she couldn’t locate it or honor it. Instead, she had to contact a third-party company (travelandleisure.com) that apparently manages their reservations.

The third party kept her on hold for 15 minutes and then asked me to email my reservation to them. After doing so, it took them another 30 minutes to remake the reservation. During this time, I contacted my credit card company, which quickly confirmed the reservation and provided booking numbers. Frustratingly, the attendant admitted that if my credit card company had emailed the reservation directly, she could have handled it immediately—but this option wasn’t offered upfront. Apparently she thought we were lying about having a reservation as me showing her my confirmation email wasn't enough!

After an hour of back-and-forth, the reservation was finally remade. To top it off, I had to re-enter all my details because the third-party company didn’t include the information I had already provided. No apology, no compensation, no effort to make it right. When I voiced my frustration, the front desk agent rudely claimed it wasn’t their fault, even though she admitted this had happened to other guests recently. Clearly, their reservation system is broken, and they’re doing nothing to fix it. The front desk is very rude and isn't interested in providing the services you paid for.

This debacle ruined our evening, and we’ll definitely avoid...