Aspen Canyon Ranch LLC

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me Regards, [redacted] ***

We booked a tour with snow mobiles, got our credit card charged, they cancelled the tour, and now over a month later they still haven't refunded the moneyThe phone has been disconected and they aren't responding to emails, oh and now the business is for sale! So now having to take legal actionThese people are dishonest theives, avoid them like the plauge

My wife and myself took a vacation to Colorado on January 22, 2018. We were scheduled to stay at the Aspen Canyon Ranch on January 23 for 3 nights until we left Friday morning. When we arrived, no one asked who we were or for any information. The man laying on the couch just pointed us to a cabin at...

the end of a driveway and told us it was h locked. We asked if there were any keys so that we could lock our belongings away when we had to leave. The man says no, there are no keys to lock the doors. So, in order to eat we were forced to either take all belongings with us or leave them unattended in this extremely strange cabin. There were lights on in an inaccessible room upstairs that you could only see from the outside. We can’t be the only people concerned about our personal safety. They advertised these super nice linens, but failed to mention they were from the 1970s. They had 6 thermostats, yet no heat other than what the gas fireplace in the corner of the living room put off. We were going to have to sleep on a couch and loveseat next to drafty windows and door that may as well have been wide open. One of these sleeping areas they had in the room was covered in bodily fluids. They also claimed to have jacuzzis and all of these other nonexistent amenities. I’ve tried contacting them multiple times by phone and email, but have yet to receive a response.     I am not sure why guests would have been told that there are no keys, other than, perhaps a housekeeper accidentally took them home after cleaning the unit. Either way, the property is private and protected, and miles from any other inhabitants. We also claim no responsibility for lost or stolen items regardless, and would recommend anything that one is so concerned about be stored in a private vehicle, or have had people bring their own safe boxes. Again, this is a pretty standard policy. Additionally, our ranch hand offered to escort the guests, to which he was met with "We can find it, thank you."      The room upstairs I assume being referred to is where we keep additional bedding/supplies, otherwise known as "owner storage" which is quite common with individual rentals in many mountain towns. I assure you that all of the thermostats work, although they may take some time, in which case we keep and happily offer space heaters as the mountain nights can be quite frigid, but were not made aware of any issues prior to the guests departure. Each of our cabin units does have a hot tub, which you originally booked, and were just across the street from the large house you were upgraded to. We replace our linens every season (6 mos. or so) and would have to know more about these "bodily fluids" as we have never had such a claim in the past.      Finally, again, we would need more information about these "specific amenities", my guess is perhaps the guest did not differentiate our summer activities from winter activities as clearly separated on our website.     We have also already refunded these guests less the $150 cleaning fee despite their confirmation being quite clear that all reservations inside 30 days are non-refundable. Another policy that is standard at any resort in the west. It would appear as these guests are accustomed to large, 5 star hotel-type accommodations in  their native climate, so why they would book a trip to a rustic Colorado ranch at 11,000 feet in the winter is beyond me. They have also made it clear that they are not above telling complete non-truths on a public forum to get what they desire despite a clear case of buyers' remorse.

[redacted]
Hello,
I was finally able to get a hold of someone at Aspen...

Canyon Ranch and they gave us a full refund.
Thank you for your help.  I believe that with your help and the help from our (my sisters ) credit card companies contacting ACR that they finally responded.
[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]