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BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Ski.Com meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Ski.Com include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 4 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||2|
Type of Entity
Business ManagementMs. Kris McKinnon, VP Marketing Ms. Becky Belefski, Manager of Customer Service
Vacation Rentals Ski Tour Companies Tour Promoters Travel Agencies & Bureaus Hotel Reservation Companies
Alternate Business NamesS & L Travel Partners Inc
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
210 Aabc Ste AA
Aspen, CO 81611 Directions
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BBB Complaint Process
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Additional Phone Numbers
- (800) 525-2052(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: Booked a 'three bedroom deluxe' vacation rental through ski.com and made full $6,000 payment in advance. Upon arrival the third bedroom did not have beds, but rather four bunks. The bunks were extremely uncomfortable for the adult guests. A complaint was made to management upon arrival but there was not follow up from them (despite promises that they would do so). We then contacted American Express (the credit card used to book the reservation). We finally received a response from ski.com that the unit we rented was privately owned and the owner did not properly inform management that they changed out the beds in the room to bunks. While ski.com apologized, they refused to make a partial refund or seek out alternate accommodations for us because ski.com claimed that 'the configuration of beds' was not guaranteed. 1) The invoice we made full payment against in good faith to Ski.com does not state that the 'bed configuration is NOT guaranteed'. It DOES state that if the accommodation is not available, that it can be changed to EQUAL or BETTER at ski.com's discretion. Ski.com did not provide the accommodation we paid for, will not make a refund, and will not find us alternate accommodation of any kind. We believe we were fraudulently induced to book the rental. We believe that Ski.com failed their contractual duty (stated on invoice) to find us equal to or better than the accommodation we booked. 2) Bunks are not an issue of 'configuration'. No reasonable person books luxury 'deluxe' accommodation (at over $1,000 per night) with the expectation that there are no beds but rather bunks. 3) Management on arrival was very much aware of the bunks in the rooms. The argument that they were not informed is dishonest. 4) Management was aware of the SPECIFIC unit (***) that was reserved months ago. They were also are that the guests would be five adults. No attempt was made to contact us to say that the third bedroom would not have beds but rather bunks.
Desired Settlement: A refund for the 3rd bedroom that was not 'deluxe three bedroom' we paid for. The difference between a 3 & 4 bedroom accommodation at the property is $630/night (there are no 2 bedrooms units to compare). We would nonetheless be receptive to a settlement that breaks the total rental amount into thirds. Since we paid $6207, one third of this (for one of three bedrooms) equals $2069. We also request a written note that ski.com will not mislead future guests as they did us.
We are terribly sorry the customer was not happy with her accommodations. This unfortunately was something completely out of our control at Ski.com. **** ****** Lodging did honor our request for the specific unit #*** at ***** *****, which they also had stated to us had a king, queen, 2 twins (and photos on their website also showed this bedding). On the lodging voucher that we sent to the clients there is a notation of “Request for king/queen/2 twins” . Never used the word “guarantee”.
Once again we are very sorry Ms. ********* was not happy with her accommodations. As you read through the comments from both ski.com and ***** ***** below you will see we have never “passed the buck”, or been “disingenuous, dishonest and lacked integrity”!
Problems with Product/Service
Read Complaint Details
Complaint: I booked a trip did not take travel insurance . Daughter got pneumonia wanted to reschedule they wouldn't but in their terms it sAys i can Tried to reschedule tri
Desired Settlement: Rescheduled trip
Business Response: Business Response /* (1000, 7, 2013/04/16) */ Customer called to cancel a completely non-refundable trip 60 hours before trip was to begin. We spoke via email and phone many times over the next few days working to refund what we could for him even though it was clear it was non-refundable. We told customer we would try to reschedule the trip for him once we received a note from the doctor regarding his daughter's pneumonia. The customer never responded to that request and did travel as originally planned. Consumer Response /* (3000, 9, 2013/04/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) they did not try to reschedule for me it is an out right lie! nor did they ask me for a doctors note which I can and will supply to you if you would like it. we tried many times through calls and e-mails to reschedule and the would do nothing . in their terms of agreement it states you can reschedule and they would not . they also tried scaring me buy saying they were going to turn it over to their lawyer's we had to go minus are daughter because they wouldn't reschedule which is an option in their terms of agreement Business Response /* (4000, 11, 2013/04/18) */ We are terribly sorry the customer does not feel we tried to help. By canceling on a Friday night at 5pm it made it very difficult for us to get definitive answers for him on his lodging component until Monday when his trip was to leave. I not only left a voicemail message with him requesting a letter from the DR. regarding his daughter's illness but you will see in the attached email string that I also requested it in writing on 3/23 at 803p. We felt that if we could provide this to the lodge on Monday morning they would be more likely to allow a credit for future stay the next season. This is something that ski.com could not promise until we spoke with the property. When we didn't hear back from the customer by 3pm on Sunday as we requested we checked his airline reservation and it showed that all three in his party including his daughter checked in for the flight. After another message to the customer which was never returned we assumed they had decided to take their vacation. Once again ski.com is extremely sorry the customer doesn't feel like we were willing to help. We spent hours over the weekend responding to emails and voicemails from the customer trying to get this resolved. Consumer Response /* (4200, 13, 2013/04/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again is says right in there terms that you can reschedule they said they couldn't guarantee the room so how did they try to help me ? I wanted to reschedule and they would not help. Me .I called all the vendors involved and the said they would do it as long as ski . Com contacted them since the booked it . They made absolutely no effort to reschedule it as I was allowed in the terms in there e- mails Business Response /* (-10, 19, 2013/04/24) */ I never received the ability to attach documents so I am sending a fax to include these as promised.
Read Complaint Details
Complaint: Possible bait and switch I was booking online and had a question about a difference in room size. suite versus regular. Agent tried to up sell me into a more expensive lodging. I declined the up grade and then Agent asked me to allow them to book the lodging as they would get a commission and I understood they would match the price ($557 including resort fees) of webpage I was looking at. I was told the total price and sent an agreement to sign that quoted the price correctly but mis-quoted the insurance for cancellation and characterized the lodging as a package. The direct website had resort fees and taxes included and I was sent an agreement that was ambiguous in regard to these fees. Better stated that I had to read into it. I then received a call at my residence from the Agent requesting me to sign the agreement as they were off soon and didn't want to hang around. I signed the agreement and slept on the issue. I requested clarification from this Agent as to what exactly was included in the total as related on the ******. They responded with a terse email that they were uncomfortable and the owner of the Company told them to give me a full refund. I thought that was in order as well and I informed them to tell the owner that there are laws about bait and switch and our business was concluded and to remove my personal information from their records and not to contact me anymore. I then received another email insulting me. While the refund remedied the immediate situation I feel compelled to tell others of the poor Customer Service and heavy handed tactics and want the Company to acknowledge that they ****** remove my personal information and have the Agent stop sending me emails!
Desired Settlement: Have this Company acknowledge that they ****** remove my personal information, they ****** not to disseminate my personal information and to not contact me in any way.
Business Response: Consumer Response /* (-5, 2, 2012/10/20) */ To clarify: I was online (keystoneresort.com) on the webpage and then called the number on that webpage to get questions answered. Business Response /* (1000, 8, 2012/11/15) */ Der Sirs, This complaint centers around the customer not recognizing that resort fees and taxes were an additional dollar amount. We do acknowledge that in some areas of the website it is not prominently displayed that a resort fee ****** apply to the reservation and ****** show on the confirmation, however it is there. We believe that Mr. ****** may have overlooked and did not notice the fee advisory. We try to make sure that the booking process is trouble free and easy for our customers to use. We regret that Mr. ****** had difficulty with our booking process. We do try to learn from these types of issues and we have made changes to our website to make the fact that resort fees are more prominently displayed. We did acknowledge that Mr. ****** had difficulty with our booking process and did refund all monies that he had paid. We hope that Mr. ****** ****** give us another try in the future. Thank you, Sincerely, ****** ****** Business Response /* (1000, 11, 2012/11/16) */ SKI.COM has removed Mr. ******'s name from all future e-mail correspondence and his mailing address as well as requested. Thank you, ****** ******
|7/2/2012||Problems with Product/Service|