Customer ReviewsforRocky Mountain Resort Management

Reverse Ski *** loved skiing my 1st full winter season while staying at Black Bear Lodge #**** in ********, **. Stayed from 1/15/2024-4/8/2024. Native of *********** but addicted to skiing all season. *********************** at Rocky Mountain Resort Management was a great manager and very responsive by phone, text, and email.

We are so happy you enjoyed your stay with us!

I wish I could give this group a zero!! This review is based on 2 things. 1. I received a 3/5 review on VRBO as a guest for cleanliness, and a 3/5 for communication. I don't understand this. When we arrived at the property, it needed a good deep clean. There was toothpaste caked on the bathroom faucet, the walls looked like they had crust on them, the countertops were dusty, the cabinets were dirty and we had to wash all of the dishes before we used them. We didn't complain about this, we just cleaned and went about our stay. When we came home after skiing the next day the refrigerator's power was off. I did communicate this immediately with ***************************** and he said it was probably a power outage (even though no other power was out). I thought I was talking to a management company, however apparently I interrupted his bday dinner. We communicated back and forth several times, I was just trying to let the owner know there was an issue and we did not complain, just wanted to share the information. 2. After receiving the review I reached out to ******* and was told he would fix it and he didn't know why someone posted that low review. For 2 weeks I went back and forth between VRBO and ******* with no results. I posted a review on Yelp stating he refused to fix my customer rating. After that I received threatening emails, calling me names and refusing to change my rating. When VRBO called him directly he said he would not change my rating because I left a bad review. I am shocked that someone who runs a management company feels that they have the right to hold a customer review hostage and be so rude. I feel completely harassed and not supported by VRBO at all. I hope that anyone looking to book with this company will read reviews for Rocky Mountain Management before booking with any of their properties, I wish I had seen the MULTIPLE reviews listed on MULTIPLE sites stating the shady practices of this company before I booked with them.

******* received a lower than 5-star review for good reason, but she was so upset we worked diligently to make it a 5-star review so that she would not do things like this. VRBO said they would make it a 5-star review and apparently they did not. We spent a lot of time trying to assist her Once she started attacking us for a valid review of her stay we stopped helping. By the way, she left us a glowing four-star review on VRBO Her comments about cleaning are simply not true, we would have heard about it! She complained about several issues, including that the refrigerator was not cooling. The refrigerator and other items she called in about were working perfectly (she was not closing the door on the refrigerator all the way.. The shower head is not toothpaste ********* is hard water stains that do not come off (Summit County has very hard water). She was not closing the door on the refrigerator all the way and it will not cool when it is left open at all.She was asked not to contact our offices again. She was screaming at people and treating employees with complete disrespect. We were going to help her change her review until this one was posted and would have continued t try and do so. Her review was accurate and we are now glad it is in place to warn others on VRBO.

HORRIBLE. I booked a weekend stay through Airbnb with Rocky Mountain, several days prior to the weekend. After booking, the host demanded extra money, submitted through a docusign form with all of my credit card information, in addition to an additional contract that I needed to sign (against Airbnb policy). Immediately, within 12 hours of booking, I reached out to airbnb so they could mediate or let me cancel. Airbnb said the host had a "strict" cancellation policy so I had to do what he said or forfeit my payment. Airbnb support told me to "trust him because all hosts are vetted." So I have to comply with something I did not agree to or I get none of my money back.. even within 12 hours of booking?!?! That makes no sense. That was only the beginning. I ultimately paid all extra fees, and then got an email from the host that he "did not get the payment" (though I sent everything through Airbnb) and he would not give me access to his unit until someone from Airbnb reached out to confirm. He would not reach out to them himself and told me to "stop playing games" which i certainly was not. I did not feel safe driving hours to *hopefully* get access to a unit that was safe and clean. I called Airbnb again. I showed the email he sent me and sited numerous other details about how he went against basic policies we agree to when using the platform. They said if i needed to cancel, I should do that and reach out to the "resolution center." I did all of that. I have since been battling, unsuccessfully, to get my money back. The support team said it was up to this host to decide if he wanted to refund me or not. He would not have booked the place without us, so it's free money to him... why would he refund? We're certainly never going to be a return guest. It seems fraudelent and untenable that a business can have a "no refunds" policy that still applies when the terms of the deal are different than what you expect at the time of purchase.

We are just cutting and pasting at this point. ***** is not a nice person. AirBNB sided with **** and ***** is upset about that. Pet fees are listed in AirBNB and we offered for her to pay through AirBNB but she wanted us to eat the costs instead. The system we use for payment is ADOBEsign and it is 100% secure and is certified through all credit card companies. The *** at Beaver Run Resort mandates the fees for pets. She did not try and get out within 12 hours of booking. In fact she went back and forth with me for days and then simply cancelled on AirBNB and was held by AirBNB to the cancelation policy she accepted when booking. She said several times that she paid the fees that I invoiced at her request on AirBNB. I checked on AirBNB and they were not paid. She insisted that they were paid, but all she did was change the amount that she was willing to pay. I told her she had to pay with what was required by the Resort and she agreed so I set up the payment again and again she changed the amount to be paid and insisted she had paid. She had not. She was trying to get away with not paying for her pet that is clearly stated on AirBNB and that she claimed was paid, but even the AirBNB representative that was dealing with her request for a refund said, "the pet fees can not be returned *****, because the invoice was never paid". She was trying to scam us!I would not rent to *****. I am surprised the that AirBNB does not suspend guests like *****. I don't have to paint her like a crazy person, that facts are the facts, AirBNB side with RMRM because we did exactly as was stated in the listing and per the terms ***** agreed to. She is now angry that she cancelled and we did not refund her in full.

****, I am actually a nice person -- I have all 5 star reviews as a host and as a guest on both Airbnb and VRBO. I am kind, honest and I treat people with respect. But I stand up to bullies, at that is what you are. You are holding $899 of my money for a service that you refused to deliver. And that is not right. You deliberately hid fees to make your listing appear more affordable and you tried to collect my personal payment information outside of the Airbnb platform, which is very clearly against Airbnb policy. Both of these things made my radar go of that something was not right. I immediately requested to cancel through Airbnb (within 12hours). Unfortunately for me, the overseas support agents did not have any authority to overwrite the "nonrefundable" policy which you selected (which should absolutely be illegal). I have also since read reviews from previous guests of yours that you've made unauthorized charges to their cards, which is exactly why Airbnb's payment policies exists. I paid all of your fees in full. I did not like it, but I sucked it up to move forward and have a nice weekend. I also paid very promptly (within a day) after you requested through the proper channels. I have receipts from Airbnb (which means you do too) and I sent you screenshots confirming my payments -- I even circled the amounts clearly marked "Paid" to make it easy for you to read. You then told me in writing that you would not ***** me access to the space unless I paid again. You also refused to reach out to Airbnb to see where this information would be. You lost my trust in multiple ways, and given your abusive and unstable treatment and unwillingness to even reach out to support to figure out where you needed to look to find the receipts, I had no confidence that we would have a safe or clean unit after driving hours to get there (and nothing else was available in the area as a backup). The Airbnb support agents did not side with you -- they have refunded me their service fees, your pet fees and your cleaning fee. But they said the actual booking, the $899 you were paid, can only be refunded by you. I requested MULTIPLE times, and you have refused to do the right thing. All I want is my money back for the service you refused to provide.