Customer ReviewsforSummit County Mountain Retreats

We stayed in the **** Ski Tip for 7 days and discovered the washing machine was broken and had a slimy residue inside of it on night #2.Our party was forced to used a laundromat 15 minutes away and missed a day of our 3 day ski pass due to sopping wet and disgusting clothing in addition to the $70 charge for laundromat use and the several hours it took to sit at the laundromat.Upon checkout, they offered me a 10% refund ONLY IF I would agree to not leave a negative review on their company.This is abhorrently shady business operations.

This person is entitled to his opinion. The facts are clear. Our business practices are ethical, reasonable and just. This person demanded a $500 refund because a washing machine malfunctioned and he refused to abide by the terms of the rental agreement that he signed upon renting the property. Copied below is the section of the rental agreement that our company follows:GUEST INCONVENIENCE: Guest understands and accepts that some advertised features and amenities may not be available during the Guests stay. Additionally, the Company makes no express or implied promises regarding any circumstances emanating from outside of the Property, including but not limited to, noise, light, smell, vibration, nuisance creatures of any kind or actions by others. When these events happen it is often the case that they are the result of an emergent situation that was unpredictable. ***** accepts and agrees to the following procedures and remedies for any inconveniences experienced during the Guests stay.1. ***** must inform the Company as soon as the issue is discovered and allow the Company the opportunity to resolve the issue. No other consideration will be given if the Guest fails to inform the Company during the Guests stay.2. Guest must send requests for resolution to the following email address: [email protected]. The Company will evaluate the issue and will first determine if the issue is within the Companys control. If the issue is within the Companys control, you agree that the Company has the sole right and authority to use the classification standards listed below to satisfy the issue:.Level 1 issues: 10% refund of the rental rate per day that the issue is present and the Company is unable to resolve the issued

We booked a 1 night stay at a unit Summit County Mountain Retreats manages. We stopped by the mgmt office at 9pm to grab something and were never informed of a boiler issue. We returned to a unit with no heat. The boiler was not functioning which they admitted but failed to notified us. They pushed responsibility on to the HOA and said they did call for maintenance. However, the HOA would have no information on current renters. This is UNACCEPTABLE!! I have all the email communications and photos to validate all of what I have stated. We requested a 50% refund which I feel was more than fair only to be told our contract says 20% only. That equates to a $30 discount for a $400 rental with no heat---a refund we have yet to see. We were also offered a military discount only to be told ID hadn’t been shown on check in which it had and I even gave them the info to easily verify that. I declined sending my government ID through email due to security issues hence why I presented it upon check in, Once I wrote a negative review we were told it was management decision that the discount would not be applied. The management company replied to my review on Yelp with an outright lie stating "We are sorry this guest experienced issues with the heat in the building. Our company does not manage the building that this condo is located in. The building did experience a heating problem. The building management company worked tirelessly all night to repair the issue. Our company communicated with guests and offered space heaters. Though we have no way of knowing the specific circumstances of this anonymous guest, it is our standard practice to do this when there are heat related issues in any of our managed units. I understand things happen, but to outright lie and try to push it off on others is not ok. I felt my request was more than fair considering the situation. had we known there was no heat we would have had the option to stay elsewhere or drive back to Denver.

This guest has constantly changed her story as she has attempted to extort money from our company due to a heating issue which lasted less than 3 hours of this guests stay. All that this guest quoted from our **** response is 100% true and correct. Just because the guest does not like the answer, does not make the answer false. To reiterate, our company does not manage large multi-story condo buildings. We manage vacation rentals inside large multi-story condo buildings. We clearly state in our rental agreement that we don't control the heating system. Here is a direct quote from the rental agreement that this guest signed and all guest sign. "Summit County Mountain Retreats and Owner do not assume and are not liable for...any inconvenience arising from...heat." The building this guest stayed in is managed and maintained by a homeowner associations. We explained all these things to the guest, but instead of believing us she called us liars. Furthermore, the guest believes she is entitled to a 50% refund for her multi-night stay because the heat malfunctioned for a few hours. We have a process for this sort of thing, which can also be found in our rental agreement that this guest signed. Here is the direct quote from the rental agreement. "Guest understands and accepts that some advertised features and amenities may not be available during the guest’s stay. When these events happen it is often the case that they are the result of an emergent situation that was unpredictable. Guest accepts and agrees to the following procedures and remedies for any inconveniences experienced during the guest’s stay: 1. Guest must inform management as soon as the issue is discovered and allow management the opportunity to resolve the issue. No other consideration will be given if the guest fails to inform management during the guest’s stay. 2. Guest must send requests for refund to the following email address: **************************************. 3. Management will evaluate the issue and determine which classification of severity it falls into. Level 1 issues: 10% refund per day that the issue is present and management is unable to resolve the issue Level 2: 15% refund per day that the issue is present and management is unable to resolve the issue Level 3: 20% refund per day that the issue is present and management is unable to resolve the issue Guest agrees that in order to qualify for any of the above considerations, the guest must complete the SCMR Guest Inconvenience form and the guest agrees to not post any negative statement online or in any forums." Please note that our company offered the highest level refund that our rental agreement provides, even though the heat was only malfunctioning for a few hours. Lastly, we are accustomed to a very tiny fraction of our 100,000+ guests per year attempting to extort money from us and threaten us with false online reviews. Therefore we require all guests to sign our Guest Inconvenience form in which they agree that whatever sort of refund we give them is agreeable and the guest will not post false reviews online. Because this guest did not sign the form AND this guest posted false reviews, she will not be provided any compensation. Her reward is her vindictiveness.

I am sorry that you felt the need to be disrespectful and make accusations against me, Your lack of a respectful response to not only my review, but to any reviews with any negativity towards your company on many travel forums proves that you are a poor management company. You are stating there will be no compensation for no heat (duration of which I disagree with) in addition to going back on an offered military discount because I posted a negative review. I have the email thread and the fact that you are going back on what you agreed to based on a negative review is simply unethical. We stayed one night not multi nights as you stated, (so who now has false statements) and could have gone home had we known we would have no heat. It isn't my story that changes, it is yours. Things happen that is completely understandable but I don't believe the $31 dollars you so generously offered is worth not letting people know how you handle issues. In regards to calling you liars, I stated one of of your representatives lied about notifying us and offering us a space heater on a travel site. Once again that can be proven. As stated prior, we understand things happen, but YOU never notified us or offered us any form of heat such as a space heater and then have repeatedly responded to any negative review in a more than hostile manner. I am sorry that you think asking for a 50% refund for a one night stay equalling a huge $200 is extortion. I am certainly glad that the treatment of your renters when there is a problem is now in print on the BBB website. I am not being vindictive I am simply pointing out that when there is an issue your company never wants to take responsibility, and if I can help one family avoid this type of situation then my review has been worth it. What if a baby had been in that unit? I do have all email threads and all screenshots for anyone who is interested in proving whose story is changing, but I am guessing I don't need those as you have displayed your lack of respect and responsibility in your response to any type of negative review on several forums.

We had to cancel our booking because of a family health emergency. My father had a major heart attack and has been on life support for the last week plus. This company not only refused any sort of refund but also refused to consider a rebooking despite that language appearing on their website. I was treated rudely on the phone while calling from the hospital room of my father. It was cruel and unethical.

We are very sorry this guest experienced a family heath emergency. We offer travel insurance and remind guests multiple times that bad things do happen which prevent some guests from taking their trips. This is particularly true in the high mountain environment in which our properties are located. We are unable to provide refunds to guests for issues that are beyond our control. This includes things like flight delays, road closures, poor weather conditions and health issues. Again, we sympathize with all guests who have these issues and this is why we try very hard to alert guests to the importance of travel insurance. Below are a couple of exerts from our messaging to guests: REFUNDS: Refunds may only be granted for situations that are within the direct control of Summit County Mountain Retreats. TRAVEL INSURANCE: Vacation Rental Insurance has been made available with your reservation. It is your choice to accept or reject this insurance. Vacation Rental Insurance provides coverage for prepaid, non-refundable expenses due to certain unforeseeable circumstances that may jeopardize your vacation investment and force you to incur unplanned expenses. We strongly recommend you purchase this valuable protection. Separate terms and conditions apply, read Description of Coverage/Policy carefully and contact CSA at ***** ******** with coverage questions. Read more about the CSA Travel Insurance here. For your convenience SCMR enables guests to purchase this form of travel insurance during the checkout process. Please be advised that there are many forms of travel insurance with various levels of coverage. We strongly advise you to understand the terms and conditions of the travel insurance you select. In addition to what is listed below, we attempt to encourage guests to consider protecting themselves on three separate instances. Unfortunately, this guest declined all opportunities. When the guest called and informed us of his family emergency, we explained to the guest that we were able to refund their cleaning fee and all resort fees and taxes. Since he only booked for two nights, these fees accounted for approximately half of his reservation. We also explained to the guest that we would attempt to rebook the property he rented and if we were able to do so, he would be entitled to an additionally refund, per our refund policy, which is listed here: REFUNDS: If a rebooking occurs, then a partial refund will be provided based on the new booking amount. All of these things that we do for guests are to minimize the impact on them even when they do not obtain travel insurance. Our sympathizes go out to all guests who experience unexpected negative events.

I reserved a home to rent through **** and Summit County Mountain Retreats was the management company. The total bill was $6,397.84. I had to pay half in May and the remainder in November of 2021. This was a month before our arrival in December. For the amount of money I paid, you would have expected the place to be clean. We walked in the door and there was dirt and sand in the entryway as well as up the stairs. The area rugs and stair carpet was dirty. We had a crawling baby and a toddler. The garage was filthy thus the dirt was carried in that way. We tried to get wifi but the directions were on their website which we couldn't get because we did not have wifi. So, the office was closed and we could not contact until the following day. In the meantime, we noticed the microwave did not work. So, I asked to get some refund for our inconvenience. They said, let us take care of the problems. Well, they came to clean Monday during dinner and bedtime for the kids so we had to send them away. They didn't understand a word of english so it was difficult to communicate. They returned mid-morning on Tuesday to clean. They did send someone to check the microwave but it was broken so had to send another person to replace it. I tried to clean the garage but no broom but found a few piles of mouse droppings which i reported. I also sent pictures of the vertical blinds in master bedroom that was missing several blinds to there was no sleeping past 6. Mold was found in master shower. Cord was missing from a tv in bedroom. It started snowing Thursday so we had to shovel out steep drive. It snowed all day Friday....snow plow service showed up on Sat. We had basically completed it. Oven door doesn't close tight so nothing got cooked completely. The owner stayed in a finished area downstairs for an evening and the TV surround sound was very loud. I have sent this info to **** and Scmountain retreats without an acknowledgement.

We are sorry this guest was unhappy. As noted in the review when the guest reached out to us, we sent staff to address her concerns. Our office is open 7 days per week. Live staff members are in the office until 9 p.m. every night and we have 24/7 emergency services. Additionally, we use both a mobile app and text messaging system which allows all guests to interact with us in multiple ways. Many of our housekeepers are Spanish speakers. We will not apologize that these hard working people do not speak English. They are housekeepers, not customer service reps. The guest could easily communicate with our office by using any of the several methods of communication we offer. Again these methods are phone calls, emails, text message and mobile app. The guest clearly understood this as she did in fact call contact us multiple times. Yes, it snowed in the mountains during this guests Christmas vacation. The amount of snow was several feet. Even in the mountains it takes a lot of time and effort to deal with this amount of snow. Not every driveway can be plowed at the same time. It takes time for the snow plow drivers to work through each of the driveways. In addition to this fact, it should be noted that this guest stayed in the middle of the OMICRON variant of COVID-19. Every business across the country was dealing with massive worker sickness due to this issue, which caused responses to be slower than normal. Despite the fact that our company was not immune to sickness from OMICRON, each of the other issues the guest mentioned were responded to by our staff. We take all guest concerns seriously. We do not claim perfection, but it is important to note that this guests review of the property and our services is very different than all other other reviews from other guests in the property this guest stayed in.

I booked a Summit County Mountain Retreats cabin through ****. When I thought I was done, they sent a surprise contract that I had to sign to keep my booking. It wasn't mentioned in the **** listing, and **** who said it would be up to me if I wanted to sign. I decided to sign, but it was promptly rejected by Summit County Mountain Retreats. They said only someone aged 30+ could book the cabin I had already paid for. This was incorrect according to the contract I had just signed. Luckily, our group could accommodate. Then we arrived. The keys weren't in the spot specified, ****** trash was in the entryway, lights and light fixtures were missing, the hot tub needed servicing on the last day. A huge safety concern: the back door couldn't be locked - it was broken. The active construction zone to the right of the cabin made noise all weekend and woke us up early each morning. The booking issues were a nightmare and minimum comforts expected were lacking. Some of this was cabin-specific, but it reflects the overall property management.

Our company manages hundreds of homes. Our processes for obtaining "rental agreements" has been in place for many years. **** and other partners are well aware of this process. In fact, the statement made by this person is verifiably false. Every **** listing has our rental agreement on it. Also, special terms like "minimum age" requirements are stated in two separate places. As the person states, he is not our guest of record. Therefore, we have no way of knowing or researching his other claims. Generally speaking, we provide multiple pathways for guests to obtain service from our company. This includes a mobile app with service requests features, phone numbers for our office on all documentation and an email address that is monitored from 7 a.m. to 10 p.m. 7 days per week. If a guest needs service, we are there to help.