ComplaintsforSummit Vacations

• Initial Complaint

  11/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We booked our unit in July of 2022 to pick a great unit to celebrate Thanksgiving. When we arrived on November 22 to check in we found a bad smell in the unit. It was worse in one of the bedrooms. We turned on the washing machine to find it backing up water through the drain. We call the emergency line and someone said they would show up. We also found out that waste water was backing up into the bedroom. The unit was not suitable for habitation much less a rental. One of the people who met us on the property Denise told us we could move into a lower quality unit with no guarantee of a refund in price difference. We asked Denise if we would be refunded if we leave and she said yes. We clearly could not stay. We left and stayed elsewhere for our Thanksgiving weekend. Then the office said that they would have to "look into it". After looking into it they said we did not deserve a refund even though the unit was not safe for me and my children to stay in. I want a full refund as they did not provide any service to us. We booked months in advance to ensure a good stay. Not only did we have to pay to stay elsewhere, we lost valuable time in our vacation. It resulted in our kids being up late and even wrecked the next day.

  

  Business response

  12/13/2022

  To Whom it may concern - Summit Vacations is a vacation rental business representing property owners in the short term rentals of their property.  This complaint involves a vacation rental of a condominium located in the ******* ***** condo complex in Breckenridge.  An unrelated party hit a sewer line int he parking garage in the common areas of the condo complex which resulted in problems in the sewer line.  The guest arrived and Summit Vacations immediately responded to their complaint.  Summit Vacations offered the guest a comparable unit 4 doors down from the unit they had booked and the guest declined.  Summit Vacations offered to upgrade the guest to a 3 bedroom unit with a private hot tub which the guest declined.  Summit Vacations offered the guest a unit in the Ski Hill condo complex as well - which the guest declined.  Summit Vacations used good faith efforts to resolve the guests concerns and they were unreasonable and refused to cooperate and mitigate the situation.  Although not required pursuant to the rental agreement signed by the guest, Summit Vacations has already refunded one night stay and a cleaning fee.  The rental agreement expressly provides the right to relocate a guest in the event of unforeseen circumstances and expressly provides that no refunds will be provided if alternative options are provided.  This guest refused comparable properties and an upgrade and was extremely rude to our local operations manager.  Summit Vacations made a more than good-faith effort to resolve the issue and the guest is not entitled to any additional funds pursuant to the contract they executed.  

   

  Customer response

  12/14/2022

  Complaint: ********
  
  I am rejecting this response because: we were told by the person who came to our unit that we could leave and get a refund. We were not rude to the representative. Had we been told that we were going to be forced to stay in one of the other units we might have considered it but we were assured it would not be a problem. 
  
  Regards,
  
  ***** ********

  

  Business response

  01/04/2023

  Summit Vacations disputes the complaint referenced below and in particular that our operations manager offered a refund.  I have spoken directly with the my staff.  They are fully aware of our refund policies and they deny ever offering a refund.  We offered numerous alternative properties and to the guest and they simply refused to cooperate.   Please let me know if you need anything else.  Thank you.
  
  Jeff Z******
  President and General Counsel
  Summit Vacations
  ************ *******************************

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Summit Vacations cancelled my reservation for March 2020 in Breckenridge and would not refund my $2100 dollars. I received an email from their company that I would be given credit to be used in the future with NO time constraint. They now are refusing to refund money and refusing any credit. They have no remorse lying to me and stealing my money!

  

  Business response

  12/01/2021

  Summit Vacations is a vacation rental company that rents vacation properties on behalf of property owners.  This case involves a reservation from a guest that was scheduled to stay in March of 2020.  The reservation was cancelled due to a public health order order preventing vacation rentals due to March of 2020.  This guest booked through **** which governs refund policies so any refund would need to be processed through ****.  However, the terms and conditions of Summit Vacations posted on **** and accepted by guest at the time of the reservation clearly state in Paragraph 1:
   1.     Payment & Cancellation Terms – Arrival Date within 60 Days of Reservation Date.  If your scheduled arrival date is within 60 days of the date of this Agreement, the full amount of your rental fee, including all cleaning costs, taxes and fees (the “Rental Fee”) shall be due and payable.  The Rental Fee is non-refundable. Please note that we cannot refund your Rental Fee in the event your trip is cancelled due to inclement weather, unforeseen circumstances, dissatisfaction with the Rental Unit or force majeure events.  The Rental Fee will be charged to your credit card at the time you book your reservation and a reservation confirmation will be emailed to you.  Summit Vacations highly recommends that you purchase travel insurance to reduce the risks associated with unexpected cancellations.
  
  This guest acknowledged these terms and conditions as part of making a reservation through **** and failed to purchase travel insurance.  Covid and public health orders are outside of Summit Vacations control and clearly fall into unforeseen circumstances and force majeure events.  The terms and conditions clearly allocate this risk to the guest.  Irregardless, Summit Vacations offered guest a credit for the 2021/2022 ski season.  This season was not subject to any travel or public health order restrictions.  Guest failed to utilize this credit which was made in good faith.  Guest then attempted to make a reservation 2 years after his original reservation which could not be accommodated.  It was the guests responsibility to get travel insurance when he assumed the risk of refund and he failed to do so.  Summit Vacations simply cannot assume all of the costs and expenses associated with Covid travel issues.
  
  Attached is a copy of our terms and conditions.
  

  Jeff Z******
  President and General Counsel
  Summit Vacations
  ************
  *******************************
  
  Creating a Resort Experience in the Comfort of a Private Residence
  
  Attachments Area
  

  
  

• Initial Complaint

  07/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a property owner and contracted with Summit Vacations to manage my rental property. I paid them to replace the locks, which still has not occurred 18 months after I paid them. I am now selling the property and they have lost two parking passes and the key to the unit. They will not even respond to my calls and emails to seek resolution.

  

  Business response

  07/23/2021

  This claim is factual in accurate.  Summit Vacations has responded to the property owner.  To get the history of this complaint we had to reach out to former employees based in Mexico.  The parking passes were taken by guests - which is not uncommon in the vacation rental arena.  The cost of lock of the lock will be refunded.  However, it is important to know that there has been communications with Mr. ****. In the age of labor supply shortages, issues are taking longer to resolve than normal.

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