We flew into Denver and then drove to Keystone and arrived around 4:00. When checking into the lodge we were informed that it was not ready but they would give us a call when it was. No problem as we went into town and did some shopping for supplies. We did receive a call about an hour later saying the unit was available.
We returned about 7:00, found our parking, grabbed a cart, loaded all of our gear and headed to the unit. We first stopped and dropped our ski equipment in the ski locker room which was very nice. So far so good.
This unit is on the top floor and quite a distance from the elevator. We carted all of our stuff to the door only to find that it had not been cleaned. Beds unmade, towels on the floors, cans laying around, dishes in the kitchen, leftovers in the fridge, etc. Not the relaxation we were hoping to find. Upset, I located the phone number for the lodge and called them. They were very apologetic but could not do anything since their cleaning staff had already left. They said the best they could do would be to have someone drop off clean linens for the beds, and clean it the next day.
We went to dinner and seriously considered going to a hotel for the night but decided against it as we would have to reload everything back into the car and then repeat everything the next day which would have caused us to lose half a day on the slopes. I put in a call to the owner Lyn and left a message. She did return the call and apologized and said the resort must have screwed up.
I tried to get cleaning supplies from the resort but could not, so we had to head back into town to buy some. We then put in about 2 hours of cleaning everything up and scrubbing and disinfecting out all of the tubs, bathroom, kitchen, made the beds, etc. I certainly have no desire to stay after someone without it being clean and disinfected.
We were visited by a representative of the resort the next morning again expressing their apology and he explained how their system worked. There was not much I could do since I had rented from the owner not the resort itself. He stated that the unit was set up on a clean only when notified by the owner. He also said that he had listened to the calls (he said all requests were recorded) and they had not had a call to clean. I said my only beef with the resort was the fact that they had called us and said the unit was ready, so obviously no one had checked. He explained that they could not cross the door threshold without being authorized to do so by the owner each time. Their OKing of the unit was simply to check on their list and make sure any cleaning was done if so requested.
What then ensued was several days worth of back and forth emails with the owner. I wanted to be be reimbursed for the cost of the first night and for the cost of the cleaning supplies (about $20). I told Lynn, the owner, that everyone could make a mistake but it was a chance for her to rectify it by doing the right thing. She offered $100 credit and that was it. I told her I thought that was an insult after the amount of work we put in, not to mention the time it took to get everything together. She did not even bother to answer my last 2 emails.
The unit itself was fine for up to 4 people. I would not want more than that as it would rapidly start to get crowded. There was a partial view of the slopes but mostly roof top and looked down on the hot tub area (which was great as it had 3 large outdoor hot tubs). The location was great.
I would have rated the unit 4 stars but the aggravation of this problem right from the start and the subsequent bungling of the opportunity of the owner to make things right and general attitude put a cloud over the entire trip. Obviously I will not be staying here again and could not recommend it to anyone else.
|How easy was it to book the property?||How helpful were the directions to the property?|
|How easy was key pickup/access to the property?||Overall condition of the property|
|Bedding & mattresses||Kitchen & utensils|
|Bathroom cleanliness||Other facilities & amenities|