The Upper Pass Lodge at Magic Mountain

Thank you for taking the time to provide your rating. I apologize if we did not meet your expectations and hope we have addressed any issues you may have had.

I've never had a clue what checking in would result in. I don't recommend this property .

I do not recommend The Upper Pass Lodge and booking.com. They don’t even deserve 1 star. I booked a room for my support animal and I through booking.com And was not told that the check-in time was until 8 PM. I called the Upper Pass Lodge the next day, and Vince told me They did not even have a pet friendly room available, and booking.com did not provide my contact information so that he couldn’t even contact me to let me know that the room wasn’t even available. Which is not my fault, however it is illegal to refuse a support animal. Since it was so late in the night, my support animal and I had to sleep in my car. Booking.com is refusing to refund me, as well as Vince. I had a phone call with him that turned into quite a bit of tension and hostility on his end, and he ended up hanging up on me. Poor customer service. They got my money, and I will get it back. Not a good way to do business, Vince. *** Reply to Vince: I already told you multiple times that I’ve already spoke with booking.com and I’ve already told you multiple times that they did not provide check in times nor did they ever mention a “digital key” to check in late. However when we first spoke after the reservation was over, you told me you didn’t even have a pet friendly room so you wouldn’t have been able to have me and my support animal stay anyways. Your reply shows no effort to apologize for hanging up on me without warning while we were mid-conversation which is poor customer service, and you keep dismissing the facts here. You’re worried about losing your “fee” for a room I never got to even stay in, so there’s no difference in whether I booked it or not, no one stayed there. No cleaning needed, no utilities being used, you got to collect my money and that is very poor business practice. If you don’t like that booking.com didn’t provide you or I with accurate information, then you should think twice about doing business when them. This is not my fault at all. I would have never found you if I didn’t find you on booking.com, so think again about the business you’re doing. I gave you a chance to simply cancel the reservation so I could get a refund, and instead you got nervous and hung up on me because I am seeking arbitration and will get my money back. This is disgusting service. What a shame. I wish you the best of luck in life if you choose to be this way.