Bass Pro Shops Angler's Lodge — Hotel in Hollister

This is the first negative review I’ve ever left for a business. Branson is a special place to my family and I. My husband and I got married at a darling B&B at their chapel years ago and we now visit there at least three times a year. I have never been talked to or treated so poorly by hotel customer service staff. I found out my oldest son was surprising me for my birthday by coming into town to visit for the first time in the past year since Covid, and notified them five days in advance of the cancellation. I was never told there was a 14 day cancellation policy and I never signed anything to that fact. They refused to even let me speak to a supervisor until I asked five times to speak to someone and told them I was willing to wait. After a long hold with no updates of how long it would be, I finally was able to talk to Andrea, the supervisor. I gave her the opportunity to help with the situation. She did absolutely nothing to try to work with me to use the deposit for a future booking or even reduce the deposit amount. I was essentially called a liar and told there was nothing they could do. As a new business, this is not a way to establish a good customer base. How disappointing. Not a way to develop good...

Unfortunately I also encountered the same issue. I had made a reservations and had to cancel that same night, due to finding out a family member becoming very ill and we would not be able to make the reservation date. I cancelled that very evening so I assumed our reservation was cancelled until we received an email from the concierge service stating that she was looking forward to helping us in any way with our reservation. We called immediately to rectify this matter and was told that without the cancelled confirmation emailed we would still be charged. Considering we had cancelled the same night as we booked the reservation, I was disgusted to find out they were still charging my credit card. The Supervisor was so rude and condescending on the phone, I could tell she was very versed in her responses. This was not the first time she had done this to potential customers. We have always enjoyed their facilities, but never again. I am sure if there is a response to this email, they will once again reiterate their so called cancellation policy, even though we had no idea was still had a reservation with them. SO...

My husband and I recently stayed with Angler's Lodge for our vacation. We booked through Expedia and paid an upfront price to reserve the room and be able to book tee times. When we went to check out, the staff informed us that we had not paid and charged us the full amount. When we stated that we had already paid they refused to help us and kept saying we had not paid. Also, when we checked in the staff member told us that their system was down and they could not tell which rooms were occupied. They told us our room and said walk in slowly as there may be guests already in the room. We felt that the rooms were clean as well as the hotel however we experienced poor service. They also refunded our deposit and then after we had checked out they charged us again and took our deposit. If you do stay here, make sure to keep proof of payments or else they will take advantage. I would also suggest keeping in mind that they charge a "resort fee" which they claim entitles you to use all of their amenities. If you do not use the pool, the gym or the shuttle you will...