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Denise B
Watch Your Credit Card at all times for hidden Charges with this Lodge.
Montgomery Bell State Park的点评
点评：Hotel Staff
My son’s wedding was held on May 2nd at Monterey State Park. The wedding party had coordinated with the venue planner to reserve and block specific rooms and cabins together. I booked my stay from April 29 through May 3 and paid in full on January 15, 2026. My reservation number was #126346.
When I checked in on April 29, I was assigned Cabin 151. My son immediately pointed out that this was incorrect because our group was supposed to have the four side-by-side cabins: 153, 154, 155, and 156. The front desk staff explained that Cabin 156 was temporarily unavailable due to HVAC maintenance but would be ready the following day. They offered to move us into Cabin 156 once it had been cleaned, and we agreed.
The next day, I called the lodge and was told the cabin was ready and that I could pick up the key. I specifically asked whether someone would help us move our belongings, and I was told yes. However, when I arrived to pick up the key, I was informed that the employees who were supposed to help were on lunch break. I explained that I could move most of our belongings myself, but I had three heavy totes that I would need assistance with. I was assured that would not be a problem.
After moving what I could, I left to go to the grocery store. While I was there, I received a call from the lodge telling me that I needed to remove all of my belongings from Cabin 151 immediately because the cleaning staff had arrived. I reminded them that I had been told someone would help move the remaining items. I was then told they no longer had anyone available and that I would need to handle it myself. Since I was approximately 15 miles away, I contacted my son, who was golfing at the time. He told me they would finish around 2:00 p.m. and would take care of moving the remaining items. I called the lodge back, and they agreed that would be acceptable.
On April 29, I also noticed an unexpected pending charge on my credit card. I went to the front desk to ask about it and was told it was because I had requested a cabin change. That was incorrect. I did not request a change; your staff offered the move because our wedding group was supposed to be together. After I explained this, the charge was removed.
On April 30, our group held a meet-and-greet event for guests staying at the lodge and cabins. Everyone paid separately for their own food and drinks. I ordered an Ultimate Grilled Cheese Sandwich for $10.00 and added a $4.00 tip before giving my card to the waitress. The next day, I was alerted by my credit card company that I had been charged $63.03 instead.
When I went to the front desk to dispute the charge, I was told nothing could be done because I no longer had the receipt and because the charge had been processed through the restaurant system. Rather than investigating the issue, your staff incorrectly claimed to the General Manager that I had voluntarily given my card to someone else to use. That accusation was completely false. If I had intended to pay for another guest, I would have combined the charges onto one bill.
After returning home on May 3, I discovered yet another unauthorized charge on my card in the amount of $87.80.
I called on Monday to speak with the manager regarding all of these issues and was told the manager’s name was Faith, but she was unavailable. I called again Tuesday and was again told she was unavailable. Finally, after six calls to the park, I was able to speak with her on Wednesday.
During that conversation, I was told the $87.80 charge was for pets staying in my cabin. I explained that I did not have any pets with me during my stay. All of my pets were at home in Michigan.
I was also informed that because I had completed the guest survey, the General Manager would only respond through the survey system and would not speak with me directly by phone.
Although the $87.80 charge was eventually refunded, the overall experience was extremely frustrating and disappointing. Between the billing errors, lack of assistance, misinformation, and false accusations made by staff.
This is the response I got back from the General Manager:
Thank you for choosing Montgomery Bell. I would like to express my appreciation for your stay and apologize that we did not fully meet your expectations.
At check-in, you were assigned to Cabin 151. There was a concern raised regarding your initial reservation, as you believed you had booked Cabin 156. Please be advised that, due to the nature of our facilities, we are unable to guarantee specific cabin assignments. Assignments are subject to change in order to accommodate maintenance requirements or other operational needs, which is standard industry practice.
You were initially assigned to Cabin 151, and upon your request the next day, we were able to relocate you, as a guesture of good customer service, to Cabin 156 after it was made available following maintenance. We did not identify any issues that prevented you from remaining in Cabin 151, but we accommodated your request for the move. Please note that we do not offer bellhop services or assistance with moving guest belongings, due to liability considerations. We apologize for any inconvenience this may have caused.
Our housekeeping team reported excess dog hair in the cabin, resulting in a charge. As a gesture of goodwill, we waived this fee. We have reviewed our records and found no unauthorized charges on your account. According to our Front Desk Supervisor, Faith, you stated that you authorized someone to charge items in the restaurant to your card. We have seen no evidence of any misconduct, and the charge will remain on your account.
My son’s wedding was held on May 2nd at Monterey State Park. The wedding party had coordinated with the venue planner to reserve and block specific rooms and cabins together. I booked my stay from April 29 through May 3 and paid in full on January 15, 2026. My reservation number was #126346.
When I checked in on April 29, I was assigned Cabin 151. My son immediately pointed out that this was incorrect because our group was supposed to have the four side-by-side cabins: 153, 154, 155, and 156. The front desk staff explained that Cabin 156 was temporarily unavailable due to HVAC maintenance but would be ready the following day. They offered to move us into Cabin 156 once it had been cleaned, and we agreed.
The next day, I called the lodge and was told the cabin was ready and that I could pick up the key. I specifically asked whether someone would help us move our belongings, and I was told yes. However, when I arrived to pick up the key, I was informed that the employees who were supposed to help were on lunch break. I explained that I could move most of our belongings myself, but I had three heavy totes that I would need assistance with. I was assured that would not be a problem.
After moving what I could, I left to go to the grocery store. While I was there, I received a call from the lodge telling me that I needed to remove all of my belongings from Cabin 151 immediately because the cleaning staff had arrived. I reminded them that I had been told someone would help move the remaining items. I was then told they no longer had anyone available and that I would need to handle it myself. Since I was approximately 15 miles away, I contacted my son, who was golfing at the time. He told me they would finish around 2:00 p.m. and would take care of moving the remaining items. I called the lodge back, and they agreed that would be acceptable.
On April 29, I also noticed an unexpected pending charge on my credit card. I went to the front desk to ask about it and was told it was because I had requested a cabin change. That was incorrect. I did not request a change; your staff offered the move because our wedding group was supposed to be together. After I explained this, the charge was removed.
On April 30, our group held a meet-and-greet event for guests staying at the lodge and cabins. Everyone paid separately for their own food and drinks. I ordered an Ultimate Grilled Cheese Sandwich for $10.00 and added a $4.00 tip before giving my card to the waitress. The next day, I was alerted by my credit card company that I had been charged $63.03 instead.
When I went to the front desk to dispute the charge, I was told nothing could be done because I no longer had the receipt and because the charge had been processed through the restaurant system. Rather than investigating the issue, your staff incorrectly claimed to the General Manager that I had voluntarily given my card to someone else to use. That accusation was completely false. If I had intended to pay for another guest, I would have combined the charges onto one bill.
After returning home on May 3, I discovered yet another unauthorized charge on my card in the amount of $87.80.
I called on Monday to speak with the manager regarding all of these issues and was told the manager’s name was Faith, but she was unavailable. I called again Tuesday and was again told she was unavailable. Finally, after six calls to the park, I was able to speak with her on Wednesday.
During that conversation, I was told the $87.80 charge was for pets staying in my cabin. I explained that I did not have any pets with me during my stay. All of my pets were at home in Michigan.
I was also informed that because I had completed the guest survey, the General Manager would only respond through the survey system and would not speak with me directly by phone.
Although the $87.80 charge was eventually refunded, the overall experience was extremely frustrating and disappointing. Between the billing errors, lack of assistance, misinformation, and false accusations made by staff.
This is the response I got back from the General Manager:
Thank you for choosing Montgomery Bell. I would like to express my appreciation for your stay and apologize that we did not fully meet your expectations.
At check-in, you were assigned to Cabin 151. There was a concern raised regarding your initial reservation, as you believed you had booked Cabin 156. Please be advised that, due to the nature of our facilities, we are unable to guarantee specific cabin assignments. Assignments are subject to change in order to accommodate maintenance requirements or other operational needs, which is standard industry practice.
You were initially assigned to Cabin 151, and upon your request the next day, we were able to relocate you, as a guesture of good customer service, to Cabin 156 after it was made available following maintenance. We did not identify any issues that prevented you from remaining in Cabin 151, but we accommodated your request for the move. Please note that we do not offer bellhop services or assistance with moving guest belongings, due to liability considerations. We apologize for any inconvenience this may have caused.
Our housekeeping team reported excess dog hair in the cabin, resulting in a charge. As a gesture of goodwill, we waived this fee. We have reviewed our records and found no unauthorized charges on your account. According to our Front Desk Supervisor, Faith, you stated that you authorized someone to charge items in the restaurant to your card. We have seen no evidence of any misconduct, and the charge will remain on your account.
翻译：酒店工作人员
我儿子的婚礼于5月2日在蒙特雷州立公园举行。婚礼团队事先与场地策划人员协调，预订并预留了特定的房间和木屋。我预订了4月29日至5月3日的住宿，并于2026年1月15日全额付款。我的预订编号是#126346。
4月29日办理入住时，我被安排入住151号木屋。我儿子立即指出这是错误的，因为我们一行人应该入住四间相邻的木屋：153、154、155和156号。前台工作人员解释说，156号木屋由于空调维修暂时无法使用，但第二天就可以入住。他们提出在156号木屋清洁完毕后安排我们入住，我们同意了。
第二天，我打电话给酒店，被告知木屋已经准备好，我可以去取钥匙了。我特意询问是否有人会帮我们搬家，他们回答说有。然而，当我到达取钥匙时，却被告知负责帮忙的员工正在午休。我解释说大部分东西我自己可以搬，但有三个很重的手提袋需要帮忙。他们向我保证没问题。
搬完能搬的东西后，我就去了超市。在超市的时候，我接到旅馆的电话，说我必须立即把所有东西从151号小木屋搬走，因为清洁人员已经到了。我提醒他们之前说过会有人帮忙搬剩下的东西。他们却说现在没人可以帮忙了，我得自己搬。因为我当时离旅馆大约15英里，所以我联系了正在打高尔夫的儿子。他告诉我他们下午两点左右会结束，会帮我搬剩下的东西。我又给旅馆打了个电话，他们同意了。
4月29日，我发现信用卡上有一笔意外的待处理费用。我到前台询问，被告知是因为我要求更换小木屋。这完全是错误的。我并没有要求更换小木屋；是你们的工作人员主动提出帮我们换的，因为我们婚礼团队需要住在一起。我解释清楚后，这笔费用就被取消了。
4月30日，我们团队为入住酒店和小木屋的宾客举办了一场见面会。大家各自支付了餐饮费用。我点了一份价值10美元的终极烤奶酪三明治，并在把卡交给服务员之前给了4美元的小费。第二天，我的信用卡公司通知我，我的信用卡被扣款63.03美元。
我到前台提出异议时，被告知由于我没有收据，而且这笔费用已经通过餐厅系统处理，所以无法更改。贵公司员工非但没有调查此事，反而错误地向总经理声称我自愿将信用卡借给他人使用。这一指控完全是捏造的。如果我打算为其他客人付款，我会将所有费用合并到一张账单上。
5月3日回家后，我发现信用卡上又出现了一笔未经授权的87.80美元的消费。
周一，我致电酒店经理，希望就上述问题进行沟通，但被告知经理名叫费丝（Faith），但她不在。周二，我再次致电，仍然被告知她不在。最终，在六次致电酒店后，我终于在周三联系上了她。
通话中，酒店告知我这笔87.80美元的费用是宠物入住我小木屋的费用。我解释说，入住期间我并没有携带任何宠物。我的所有宠物都在密歇根州的家中。
酒店还告知我，由于我已经填写了宾客调查问卷，总经理只会通过问卷系统回复，不会直接与我电话沟通。
虽然最终退还了 87.80 美元的费用，但整个入住体验极其令人沮丧和失望。从账单错误、缺乏帮助、信息误导到员工的虚假指控，都让人非常不满。
以下是总经理的回复：
感谢您选择蒙哥马利贝尔酒店。感谢您的入住，并对未能完全满足您的期望深表歉意。
办理入住时，您被安排入住 151 号小木屋。您最初预订时，曾提出过一些疑问，因为您认为自己预订的是 156 号小木屋。请您知悉，由于酒店设施的特殊性，我们无法保证具体的小木屋分配。小木屋分配可能会根据维护或其他运营需要进行调整，这是行业惯例。
您最初被安排入住 151 号小木屋。第二天，应您的要求，我们出于良好的客户服务，在 156 号小木屋维护完毕后，为您安排了新的小木屋。我们没有发现任何妨碍您继续入住151号小木屋的问题。我们已满足您的搬家要求。请注意，出于责任方面的考虑，我们不提供行李搬运服务或协助客人搬运行李。由此给您带来的不便，我们深表歉意。
我们的客房服务团队报告说，客房内狗毛过多，因此产生了一笔费用。出于善意，我们免除了这笔费用。我们已查阅记录，未发现您的账户上有任何未经授权的消费。据前台主管费丝 (Faith) 所述，您曾表示授权他人使用您的信用卡在餐厅消费。我们未发现任何不当行为的证据，因此该笔消费将保留在您的账户中。
我儿子的婚礼于5月2日在蒙特雷州立公园举行。婚礼团队事先与场地策划人员协调，预订并预留了特定的房间和木屋。我预订了4月29日至5月3日的住宿，并于2026年1月15日全额付款。我的预订编号是#126346。
4月29日办理入住时，我被安排入住151号木屋。我儿子立即指出这是错误的，因为我们一行人应该入住四间相邻的木屋：153、154、155和156号。前台工作人员解释说，156号木屋由于空调维修暂时无法使用，但第二天就可以入住。他们提出在156号木屋清洁完毕后安排我们入住，我们同意了。
第二天，我打电话给酒店，被告知木屋已经准备好，我可以去取钥匙了。我特意询问是否有人会帮我们搬家，他们回答说有。然而，当我到达取钥匙时，却被告知负责帮忙的员工正在午休。我解释说大部分东西我自己可以搬，但有三个很重的手提袋需要帮忙。他们向我保证没问题。
搬完能搬的东西后，我就去了超市。在超市的时候，我接到旅馆的电话，说我必须立即把所有东西从151号小木屋搬走，因为清洁人员已经到了。我提醒他们之前说过会有人帮忙搬剩下的东西。他们却说现在没人可以帮忙了，我得自己搬。因为我当时离旅馆大约15英里，所以我联系了正在打高尔夫的儿子。他告诉我他们下午两点左右会结束，会帮我搬剩下的东西。我又给旅馆打了个电话，他们同意了。
4月29日，我发现信用卡上有一笔意外的待处理费用。我到前台询问，被告知是因为我要求更换小木屋。这完全是错误的。我并没有要求更换小木屋；是你们的工作人员主动提出帮我们换的，因为我们婚礼团队需要住在一起。我解释清楚后，这笔费用就被取消了。
4月30日，我们团队为入住酒店和小木屋的宾客举办了一场见面会。大家各自支付了餐饮费用。我点了一份价值10美元的终极烤奶酪三明治，并在把卡交给服务员之前给了4美元的小费。第二天，我的信用卡公司通知我，我的信用卡被扣款63.03美元。
我到前台提出异议时，被告知由于我没有收据，而且这笔费用已经通过餐厅系统处理，所以无法更改。贵公司员工非但没有调查此事，反而错误地向总经理声称我自愿将信用卡借给他人使用。这一指控完全是捏造的。如果我打算为其他客人付款，我会将所有费用合并到一张账单上。
5月3日回家后，我发现信用卡上又出现了一笔未经授权的87.80美元的消费。
周一，我致电酒店经理，希望就上述问题进行沟通，但被告知经理名叫费丝（Faith），但她不在。周二，我再次致电，仍然被告知她不在。最终，在六次致电酒店后，我终于在周三联系上了她。
通话中，酒店告知我这笔87.80美元的费用是宠物入住我小木屋的费用。我解释说，入住期间我并没有携带任何宠物。我的所有宠物都在密歇根州的家中。
酒店还告知我，由于我已经填写了宾客调查问卷，总经理只会通过问卷系统回复，不会直接与我电话沟通。
虽然最终退还了 87.80 美元的费用，但整个入住体验极其令人沮丧和失望。从账单错误、缺乏帮助、信息误导到员工的虚假指控，都让人非常不满。
以下是总经理的回复：
感谢您选择蒙哥马利贝尔酒店。感谢您的入住，并对未能完全满足您的期望深表歉意。
办理入住时，您被安排入住 151 号小木屋。您最初预订时，曾提出过一些疑问，因为您认为自己预订的是 156 号小木屋。请您知悉，由于酒店设施的特殊性，我们无法保证具体的小木屋分配。小木屋分配可能会根据维护或其他运营需要进行调整，这是行业惯例。
您最初被安排入住 151 号小木屋。第二天，应您的要求，我们出于良好的客户服务，在 156 号小木屋维护完毕后，为您安排了新的小木屋。我们没有发现任何妨碍您继续入住151号小木屋的问题。我们已满足您的搬家要求。请注意，出于责任方面的考虑，我们不提供行李搬运服务或协助客人搬运行李。由此给您带来的不便，我们深表歉意。
我们的客房服务团队报告说，客房内狗毛过多，因此产生了一笔费用。出于善意，我们免除了这笔费用。我们已查阅记录，未发现您的账户上有任何未经授权的消费。据前台主管费丝 (Faith) 所述，您曾表示授权他人使用您的信用卡在餐厅消费。我们未发现任何不当行为的证据，因此该笔消费将保留在您的账户中。
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