Great Western Lodging Reviews (%countItem)
Great Western Lodging Rating
Address: 322B N Main St, Breckenridge, Colorado, United States, 80424
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When the town of Breckenridge closed for coronavirus distancing, Great Western Lodging cancelled my booking, a $2000 week's condo stay for 3/29-4/5. They refused to offer a refund, saying they need to "protect their business." The cancellation policy states that if I cancel my booking too late, I lose the deposit or entire fee (depending on date), but does not say that they can cancel the booking and keep the money. Super dishonest company. They are not answering calls or emails.
The world is in a state of emergency and this company will not respond to any emails, calls, etc.
Your patience through this unprecedented time is appreciated. Unfortunately, because of high call and email volume, and staff layoffs that we had to make due to COVID-19, it is taking us some time to get back to each guest. Based on your original reservation dates, we are offering a full credit for a future stay from June 1, 2020 through April 30, 2021. We sent out communication via email on 3/24/20, and again on 3/31/20, to get you re-booked.
We have a lodging reservation at one of the properties managed by Great Western Lodging. The reservation is for arrival on Sunday 3/22/2020, departing on Saturday 3/28/2020. Due to the current unprecedented situation with the COVID-19 (Coronavirus) which has resulted in the closure of the Breckenridge Ski Area, local restaurants, shops, and even lodging facilities as of March 20th, 2020, plus travel restriction into Summit County, our family regrettably had no choice but to cancel our skiing vacation. I contacted Great Western Lodging to ask for flexibility or exemption to their refund policy due to the dire situation our country is facing and their response was that they are sticking to their refund policy and that no refunds or credit would be given for cancellations due to the current situation. I believe that in lieu of all the craziness and uncertainty we are all currently facing, their decision to not offer any flexibility or exemptions to the refund policy is unfair, selfish and greedy. Great Western Lodging should reconsider their refund policy decision and Do the Right Thing by providing refunds or credits for the reservations affected by this unprecedented situation.
Revdex.com Team,I'm writing to inform you that my complaint against Great Western Lodging LLC has been resolved. On a reversal of its previous stance, Great Western has agreed to offer a full credit for a future stay for the reservation affected. I have made arrangement with Great Western to rebook my reservation for late November 2021. I'm satisfied with the arrangement offered by Great Western Lodging .Thank you
I booked a condo through Great Western Lodging for 3/18-3/22 for use during a ski trip to Breckenridge. My family was planning to make the trip despite the Covid 19 outbreak. However on 3/14 the governor of CO ordered the closure of all ski resorts, including Breckenridge. As a result, we had to cancel our trip but Great Western Lodging refuses to refund any of our over $2,000 paid for the condo. This cancellation was not our choice so we should not be held to their usual cancellation policy.
Here’s my reply for this complaint to Mrs..
See the attached copy of our Terms & Conditions.Our cancellation policy contained within our Terms & Conditions states that “The total amount of your payment will be retained if you cancel WITHIN 45 (if regular season, 30 if summer season) days of your arrival.” This regular season stay was not canceled before 45 days prior to the scheduled arrival date of 3/18/20 and is therefore not refundable.The final confirmation email has our cancellation policy clearly stated on it. Sent to Mrs. on 12/27/19. Also, notifying her of her final payment due on 2/2/20, which would be the latest date to cancel as 2/2/20 was 45 days from her set arrival day.The guest received a copy of our Terms & Conditions. Please see the attached communication log screenshot showing record of the Terms & Conditions being sent to the guest.Due to the current situation around COVID-19 we have offered future stay credits to our impacted guests with arrival dates of 3/15/20 through 4/30/20 for the full value of the amount they paid.Attached to this email is the communication that was sent to all guests affected with those arrival dates to fill out for a credit. This was sent out on 3/24/20. Additionally, I’ve attached a screen shot showing of 590 emails we sent out for credits, 87.2% guest recipients have opened that email, which will enable them to rebook for full credit value.This guest, ***, responded to the credit form on 3/26/20. Her form submission is also attached to this email.We have officially rebooked her for an arrival date of 3/17/2021 through 3/21/2021, also attached here is the new reservation page.
Thank you.
Erin MOperations DirectorGREAT WESTERN LODGINGOver 20 years in business - 1997-2019
Breckenridge, Colorado
***
***
gwlodging.com
8 Attachments
Revdex.com:
I am satisfied since Great Western Lodging has offered a credit towards a future stay. They had not offered this resolution at the time of my original complaint.
Regards
I cancelled our spring break Breckenridge ski condo rental (***) the day before I was supposed to check in once I heard that all ski resorts had been shut down along with all schools, events, and municipalities in Summit County. Great Western Lodging will not issue me any kind of refund or even a credit toward future travel. Greedy and unprecedented profiteering. I am shocked, appalled and dismayed at the shameful business practices of Great GREEDY Western Lodging. Due to the natural disaster of Corona virus shutting down the town, essentially, I would like a refund or credit toward future travel. These unprecedented circumstances should somehow shield the consumer. Further, all visitors and tourists are being mandated to evacuate Breckenridge by Thursday, when I was originally supposed to be in the condo.
See the attached copy of our Terms & Conditions.Our cancellation policy contained within our Terms & Conditions states that “The total amount of your payment will be retained if you cancel WITHIN 45 (if regular season, 30 if summer season) days of your arrival.” This regular season stay was not canceled before 45 days prior to the scheduled arrival date of 3/19/20 and is therefore not refundable.Both deposits and confirmation emails have our cancellation policy clearly stated on it.The guest received a copy of our Terms & Conditions. Please see the attached communication log screenshot showing record of the Terms & Conditions being sent to the guest.Due to the current situation around COVID-19 we have offered future stay credits to our impacted guests with arrival dates of 3/15/20 through 4/30/20 for the full value of the amount they paid.This is the communication that was sent to all guests affected with those arrival dates to fill out for a credit: ***At this point in time, per the screen shot below and the communication screen shot this guest, ***, has already used the credit and rebooked for March 14-19, 2021.
Thanks!
Erin McGrainOperations DirectorGREAT WESTERN LODGINGOver 20 years in business - 1997-2019
Breckenridge, Colorado
970.771.3308 Direct
970.409.7580 Cell
gwlodging.com
Great western lodging is refusing refund or credit money paid for a house rented March 18-23, 2020 in Breckenridge Colorado. The ski resort has shut down, the mayor and city council has asked per their website, "People who are not in Summit county should plan not to come into the county", many restaurants and stores are closed. This is an unprecedented event and Great Western Lodging should do the right thing and refund the money! Coronavirus is serious and we will honor the request to stay away.
We appreciate you doing your part to honor Breckenridge's request and your patience through this unprecedented time. Unfortunately, because of high call and email volume, and staff layoffs that we had to make due to COVID-19, it is taking us some time to get back to each guest. Based off your original stay dates, we are offering a full credit for a future stay from June 1, 2020 through April 30, 2021. We sent out an email on 3/24/20, and again on 3/31/20, with details on how to complete your re-booking.
The unit at One Breck #14 was NOT as shown on the website. The garage door would not work and Great Western Lodging, even though we called them several times, never repaired the garage door. The unit, for which we paid over $2500 for 3 nights, had filthy carpet, old, worn out furniture, a broken dining room chair, worn out mattresses, a blow dryer that would not work, etc. I stopped in to the Breckenridge location to visit with a manager and was told that the office was only staffed by reservation people and would have to talk to a manager from a different location. I NEVER received a call. I stopped into the Breck office the next day and asked them if they had passed along the message to have someone call me--they said "yes but the manager was too busy to call me". Overpriced and no customer service.
Dear Guest:
After careful assessment, as well as multiple on-site discussions with our staff involved, we have carefully reviewed this complaint. We were informed by you on Saturday, March 16 about the garage door not opening or closing with the garage door opener. Therefore, at 2:49 PM on Saturday, March 16, one of our on-staff maintenance workers went to the property (One Breckenridge Place number 14) to assess the garage door and provide the proper analysis of the issue, and tried different options to fix the garage door. This staff maintenance employee also called another one of our on-staff maintenance workers for a second opinion. Both of our on-staff maintenance workers concluded that the only and best option was to call a professional garage door vendor to try to come out and work on getting the garage door fixed. Unfortunately, we were not able to get a garage door vendor to come and assess the garage and fix the garage during your stay due to non availability during this busy time of season. Although we were not able to get the garage door fixed during your stay, we assure you that our staff was aware of the issue and doing everything in our power to try to get the garage door fixed during your stay.
In regards to the unit itself - we pride ourselves in renting out this unit and we work very closely with the homeowners of this unit. The pictures and marketing that we provide to all of our guests before their stay is 100% accurate to the inside conditions of the unit - including carpet and furniture. In fact, before and after every guest stay at this unit, not only is there a dedicated cleaning crew that cleans the unit, we also have an on-staff housekeeping inspector that reviews the cleaning that was done, to ensure that it the unit is in perfect condition for our guests. And we also perform deep cleans and as well carpet shampooing once a year for this unit.
In addition, we were never notified that the blow dryer was not working and that the dining room chair was broken - if we would have been notified of these, we would have addressed for you right away, similar to the garage door.
Our entire management staff is aware that you stopped by our Main Street office location on the day of your departure, March 19, at 8:30 AM. When you were at the Main Street office, you were indeed face to face with our Front Desk Manager who is our Manager onsite who helps guests with complaints. Unfortunately, she was not able to assist you and provide a conclusion to your concerns due to your hostile and vocally aggressive behavior at that time. Therefore, your complaints were heard previous to this complaint, and we believe we have done everything to resolve the complaints that you brought up during your stay, and now after your stay.
We have been in business for over 20 years and value our guests and any feedback that they provide during and after their stay. Our management team is always reviewing guest issues, and finalizing fair resolutions that we could provide to our guests. Unfortunately, we do not believe that this warrants a refund during your stay, due to the garage door being out of our control and unable to fix during your stay, as well as we believe that the conditions of this town home are in the upmost condition, and marketed appropriately.
Thank you,
The Great Western Lodging Staff
Complaint: ***
I am rejecting this response because:
The response is incomplete and inaccurate. I stopped into the Breck office on Monday morning and told the gentleman on staff, a young gentleman with a beard, about the condition of the unit. I also expressed concern about the lack of not hearing from anyone regarding why the garage door was not repaired and could not be used. I also expressed concern that the GWL person who had responded initially on Saturday to inspect the garage door had LEFT THE DOOR OPEN which would allow anyone access to the unit.
The person in the office said he was just in reservations and could not help me. I, then, asked for him to have a manager call me. He said he would pass along the message to the Steamboat Springs office. NO ONE EVER CALLED ME.
I then checked out the next day, on Tuesday, and expressed my anger at not being called. I was told that the managers "were too busy" to call me the previous day--the gentleman in the bear said he had passed along the message.
How would anyone react if they were told that a manger was too busy to talk to a customer?? Secondly, the length of time in business does not mean the service and unit were not substandard.
Lastly, I posted a negative review for the unit and it does not appear on GWL's website. Does GWL 'scrub' negative reviews from their site (they are only rated at 2.5 on Yelp with a consistent pattern of not responding to customer complaints)?
Regards
Dear Guest:
As stated in our previous reply, we were able to provide a clear and concise analysis and review as to what happened during your stay. We have previously offered our apologies, and we apologize again that we are not able to get on the same terms with this. We would like to reiterate that our guests are very important to us, and your reviews are not taken lightly. Again, we have been in business for over 20 years, by locally owned and operated management, and employees, and we continue to work hard as a team to provide the very best customer service to all of our guests.
Thank you,
Great Western Lodging Staff
Complaint: ***
I am rejecting this response because:
1. GWL NEVER notified me, by phone or in person, as to why the garage door was not repaired so it could be used--no one in the Breck office could offer any information as to why the garage door was not repaired;
2. I stopped by the Breck location on 2 occasions to speak to a GWL manager and I was NEVER contacted--not to mention the multiple cell phone calls that were not responded to;
3. I provided 2 reviews of One Breck 14 to the GWL website and the review is not listed. It makes it impossible to ascertain the condition of the property if GWL is allowed to scrub/discard objective reviews that are critical of the property;
4. At $850.00 a night ($2557 in full), the property is substandard and a true and fair representation of the property would allow a potential renter to analyze the property and make an informed decision on whether or not to rent the unit The carpet is old and stained. The area rug was bunched up and stained. The dining room table is old. One of the dining room chairs had a broken back. You have to hold the handle down on the master bathroom toilet for it to flush. The blow dryer would not work. ALL of the mattresses were old and uncomfortable. The shower in the bath connected to the bunk room would not work. The garage door would not operate. The upstairs was too hot and the basement area too cold. The back deck had not been scooped of snow so the hot tub cover could not open completely.
My proposal to split the cost of the unit seems more than fair and reasonable. GWL offers no explanation as to why a manager never contacted me. GWL offers no explanation as to why/how they scrub critical reviews. GWL offers no explanation why no one gave us an updated status on the garage door repairs. GWL offers no explanation as to the overall substandard condition of the property. I do not desire a hollow "apology"--I want recompense for the substandard property they've attempted to market as high-end.
Regards,
***
Revdex.com offered binding arbitration to settle the matter. We did not hear back from the complainant regarding our offer.
Jeff, the GM with Great Western, called to tell me I owe $600 for a damaged hot tub cover. He stated that the cover had a tear due to our use. This cover was in bad shape to begin with and was extremely weathered. I expect Great Western to show proof via a dated picture to show that the cover was NEW and NOT damaged immediately PRIOR to our stay and a receipt proving when the cover was purchased. I will not take Jeff's word that there was no damage to the cover and the cover was new prior to us staying there. Jeff is expecting us to buy a new cover for an old weathered cover? In addition, Great Western did not provide instructions on how to remove the hot tub cover.
I also would like to report false advertisement. This unit is advertised as sleeps 11. There is no way this unit can accommodate 11 people. There is not enough seating in the living room, dining room nor downstairs den that can accommodate 11 people to sit together. The kitchen stove had 2 working burners to cook for 11 people? The oven did not cook properly. It would burn anything on the outer edges and under cook food in the center. We burned food because of the condition of the oven. We brought this up with the maintenance man, he was unhelpful. The microwave was so old it did not heat food properly. There was no place to store food, the pantry could not hold a loaf of bread. The kitchen was poorly stocked to accommodate cooking for 11 people. The TV remotes did not work properly. We had to use one remote for a TV upstairs and another TV downstairs. Only one of the outlet plugs would work for many of the electrical outlets. There seems to be an electrical issue causing light bulbs to burn out quickly. My husband pointed this out to the maintenance man as well.
We have rented through *** and had absolutely NO ISSUES. Great Western was a terrible experience. After reading reviews, this seems to be a pattern for Great Western to screw their customers. ***
I will also be contacting *** to dispute the charge.
After consulting with the homeowner of the property, we have been advised to only repair/patch the hot tub cover, and not replace it. The total repair costs to the hot tub are $114, which is significantly less than the $600 it would have cost to completely replace the hot tub cover. I called the cardholder on 1/22/18 and explained to her the process and how we were able to lower the repair cost down to $114. The cardholder emailed me back today, 1/23/18, thanking us for our help in resolving this matter.
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards