ComplaintsforRetreatia

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We booked the stay through the Steamboat website and paid over $800 for this stay. We chose to do that over renting an AirBnB due to the heavily advertised Ski in/Ski out access that is even now advertised on every Ad. When we arrived our packet said in heavy red print that this amenity is no longer included due to spring conditions. This disclaimer was nowhere upon booking. In fact, when I attempted to "mock" book again for similar dates once again the ski in/ ski out access is on the forefront of advertising to entice guests. They are falsely advertising an amenity they are no longer are willing to provide "due to safety" which is fine if it wasn't for the fact that we could have opted for a cheaper hotel without this. Additionally, on our first night the ski locker stopped working and would not open with the key card. We called the office and a maintenance person was sent only after "****"? spent over 5 minutes telling me that Storm ******* East does not have ski lockers that was not only clearly stated in our packet, but also had a locker with our door number and it opened the night before. Once the very nice maintenance person arrived (the only pleasant person working for this company), he was unable to fix it even with master key access and after calling HOA he was told there is nothing they can do and it is "our problem". We lost 2 amenities not even mentioning the poor state of the bathroom, rocking toilet, non-existent water pressure. We are seeking a partial refund for the 2 missing amenities that are advertised but were not provided during our stay - those amenities were determining factors for booking with this hotel over others in the area that were cheaper or using Airbnb. We also had to find own parking for skiing due to no amenity for ski in/out, free paring was very far from lifts and shuttles stopped operating after 4/14. Our stay was 4/12 - 4/16.

  

  Business response

  04/24/2024

  from: *************** ****** <***********************************>
  to: "**************************************" <**************************************>
  cc: ******************** <************************************>
  date: Apr 23, 2024, 2:24 PM
  subject: RE: You have a New Message from BBB Regarding Complaint #********

  Dear *****,
  
  Thank you for bringing this to our attention. As a business that prides itself on customer service, we value all feedback and take all complaints seriously. We understand the importance of resolving disputes quickly and fairly, and we appreciate the BBBs role in this process. 
  
  Were sorry to hear about the guest's disappointing experience. We always strive to provide the most accurate information and services for a convenient stay. We understand the guest's frustration but due to warm weather, the *** was forced to close the trails early for guest safety which is something we do advertise on all our listings which states * Local snow conditions may impact your ability to access trails and/or ski inn and ski out of some units. This is particularly true in early and late ski season. Ill also attach a screenshot of this as evidence.
  
  Were equally upset to hear about the malfunctioning ski locker and the problems with the bathroom. Our maintenance is usually quick to respond and solve such issues and was there as soon as the guest raised their concerns and resolved such issues. We understand and respect the guest's request for a partial refund however we won't be issuing a partial refund at this time. We will however issue the guest a refund of $100 which will be mailed out by check to the guest's address on file.
  
  We are committed to resolving the issue and look forward to working with the BBB and the guest towards an amicable solution.
  
  *************** ******
  Guest Services Supervisor
  
  Email: ***********************************
  Tel: ************
  **********************************************
  ****************************************

  Customer response

  04/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

  Of note however the business is still misleading the customers. I made my booking through their advertisement on the Steamboat website where no disclaimer is included not their travel company site. The locker issue was never resolved despite the maintenance person showing up he was unable to resolve the issue. I am only accepting this resolution because I want to recover some of the cost. 
  
  Regards,
  
  *********************

*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. ↩