Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/06/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a room with SkyRun at Copper Mountain 18-21 February 2022. Upon arriving late on 18 Feb, we found the room to be very dirty and in a disappointing state. As the office was closed, I reached out the following morning to notify them of the room condition. I outlined all the issues in detail, two of which were white stains and a lot of hair on the comforter, as well as only two pillows (for a king bed) that were so flat that they were the size of throw pillows with half the thickness of a normal pillow. Returning to the room that afternoon, we found a slightly cleaner comforter and two additional pillows; unfortunately the comforter delivered was for a full or twin bed, not for the kind bed that was in that room. Additionally the pillows gave both me and my husband eye problems after using them that evening (believe they were musty/dirty from sitting in storage or something). I texted the office the following day, the 20th to explain the issues we encountered. After some back and forth texting, I requested contact information for the manager, Charlie. Returned to the room from skiing that afternoon, I saw I had missed a call from Charlie, but was unable to reach him via return call. I also attempted to call him multiple times on 21st, 23d, 25th, the 1st before finally being able to make contact on the 3d. During this long string of attempted contact, I also tried texting the number provided, as your phone line does not have an voice mail option but as the number was a landline, it came back rejected. I also tried emailing the company four times, twice they rejected as undeliverable and twice they were not responded it. I also reached out to ********** (who I booked through), who directed me to **** (who was an intermediate booking agent), who directed me back to your company directly. I'll provide more detail in the attached document as the character limit prevents me from adding here.