*WARNING: GRAPHIC PICTURES ATTACHED*
Summary: Disgustingly unclean room, fire hazards, managers ignored us for 4-5 days, only had excuses to offer, and broke the law.
We unfortunately rented a room in Water House unit 6204 in Breckenridge managed by Summit Mountain Mountain Retreats and it was the most disgusting room we've ever stayed in. It was so bad we've already contacted the local health department.
The Director of Operations should also be aware of the Consumer Review Fairness Act passed in 2016 which makes her telling my friend, "We'll waive the cleaning fee if you don't post a negative review" illegal and it has been reported to the Colorado State Attorney General and the Better Business Bureau. AirBnB even told my friend this was extortion by management, also illegal.
For starters, THEY DO NOT CLEAN OR MAINTENANCE THE ROOMS! Here is our list and accompanied by some pictures attached:
1. There are boogers wiped on the wall by the toilet AND on the nightstand in the second room which were ABSOLUTELY DISGUSTING!!!
2. Used paper towel and popcorn under the dinning table.
3. Comforter has red, yellow, and brown human waste looking stains on it.
4. Dirt was sticking to our feet throughout the kitchen and bathrooms.
5. Long black hairs all over the 2nd bathroom floor in front of the sink.
6. Several lights burned out in the kitchen and bathroom.
7. Lamps missing dial knobs to turn them on.
8. Woman's hair pins on the nightstand.
9. Dirty dish rags on the kitchen counter stained every different color.
10. Layer of dust on the oven hood and every other surface above 4 feet.
Literally the only thing they did was put out towels. They obviously did not vacuum, sweep, wipe down, dust, or wash anything else. We ended up sleeping with all our cloths on and the cleanest looking blanket from the top bunk in the next room.
Yes, we did call the company but only their 1st level staff answered and even though they assured us a manager would follow up, they didn't until 4-5 days after. We called every day, sometimes several times a day, we have phone records to prove this. Your staff outed you by telling us you were in the office and would call us back, never did so we followed up several hours later, and they said you just left completely ignoring us. How unprofessional. When we finally did hear from the Director of Operations she offered nothing but poor excuses. It was not only pathetic, but down right insulting, telling us it was unclean because their cleaning staff was too short to see everything...Seriously....Still doesn't excuse how the floor wasn't cleaned in any way.
They did offer to have us meet both a cleaning staff and maintenance staff member to resolve this but guess what, WE'RE ON VACATION! We are not wasting our time to DO YOUR JOB and point out everything you didn't do. What a joke.
The timer on the fireplace doesn't work since we set it for 30 minutes, left for the day, and came back with the fire still on and the place blazing hot. Tested this again and sure enough the timer does nothing. Very dangerous fire hazard that's been reported to the local fire department, building owners, and National Fire Protection Association.
We were also locked out of our hotel room because they cannot keep their guests days straight. Caused us to miss our dinner reservations, thanks. Their excuse was that keys can stop working if too close to cell phones....This is simply untrue and proven to be a myth. Even so, we had a 3rd key in the room which never left the kitchen table and that also didn't work.
If I was the owner of this condo I would be absolutely livid that I am paying Summit County Mountain Retreats to manage my unit and it's being left, and rented to people, in this state. You should be ashamed that this is how you run a company. Since you didn't care about our experience maybe others will, especially local health and fire departments.
All USA
*WARNING: GRAPHIC PICTURES ATTACHED* Summary: Disgustingly unclean room, fire hazards, managers ignored us for 4-5 days, only had excuses to offer, and broke the law. We unfortunately rented a room in Water House unit 6204 in Breckenridge managed by Summit Mountain Mountain Retreats and it was the most disgusting room we've ever stayed in. It was so bad we've already contacted the local health department. The Director of Operations should also be aware of the Consumer Review Fairness Act passed in 2016 which makes her telling my friend, "We'll waive the cleaning fee if you don't post a negative review" illegal and it has been reported to the Colorado State Attorney General and the Better Business Bureau. AirBnB even told my friend this was extortion by management, also illegal. For starters, THEY DO NOT CLEAN OR MAINTENANCE THE ROOMS! Here is our list and accompanied by some pictures attached: 1. There are boogers wiped on the wall by the toilet AND on the nightstand in the second room which were ABSOLUTELY DISGUSTING!!! 2. Used paper towel and popcorn under the dinning table. 3. Comforter has red, yellow, and brown human waste looking stains on it. 4. Dirt was sticking to our feet throughout the kitchen and bathrooms. 5. Long black hairs all over the 2nd bathroom floor in front of the sink. 6. Several lights burned out in the kitchen and bathroom. 7. Lamps missing dial knobs to turn them on. 8. Woman's hair pins on the nightstand. 9. Dirty dish rags on the kitchen counter stained every different color. 10. Layer of dust on the oven hood and every other surface above 4 feet. Literally the only thing they did was put out towels. They obviously did not vacuum, sweep, wipe down, dust, or wash anything else. We ended up sleeping with all our cloths on and the cleanest looking blanket from the top bunk in the next room. Yes, we did call the company but only their 1st level staff answered and even though they assured us a manager would follow up, they didn't until 4-5 days after. We called every day, sometimes several times a day, we have phone records to prove this. Your staff outed you by telling us you were in the office and would call us back, never did so we followed up several hours later, and they said you just left completely ignoring us. How unprofessional. When we finally did hear from the Director of Operations she offered nothing but poor excuses. It was not only pathetic, but down right insulting, telling us it was unclean because their cleaning staff was too short to see everything...Seriously....Still doesn't excuse how the floor wasn't cleaned in any way. They did offer to have us meet both a cleaning staff and maintenance staff member to resolve this but guess what, WE'RE ON VACATION! We are not wasting our time to DO YOUR JOB and point out everything you didn't do. What a joke. The timer on the fireplace doesn't work since we set it for 30 minutes, left for the day, and came back with the fire still on and the place blazing hot. Tested this again and sure enough the timer does nothing. Very dangerous fire hazard that's been reported to the local fire department, building owners, and National Fire Protection Association. We were also locked out of our hotel room because they cannot keep their guests days straight. Caused us to miss our dinner reservations, thanks. Their excuse was that keys can stop working if too close to cell phones....This is simply untrue and proven to be a myth. Even so, we had a 3rd key in the room which never left the kitchen table and that also didn't work. If I was the owner of this condo I would be absolutely livid that I am paying Summit County Mountain Retreats to manage my unit and it's being left, and rented to people, in this state. You should be ashamed that this is how you run a company. Since you didn't care about our experience maybe others will, especially local health and fire departments.