Retreatia.com (Former Owner)

Good Afternoon, Thank you for your e-mailThe problems with the guest started even before they arrived in the unit The guests reserved the townhome directly on our site without talking to usThey also purchased extra services in their reservation one of them being "Ship your Luggage" , which entails us receiving the shipment , holding it until the day of arrival delivering on the day of arrival to the unit and them picking it up from the unit and delivering it to UPS or Fedex ( whichever carrier the guest has prepaid with ) to be shipped backApparently the Guest misunderstood and assumed the shipping charges are also included We did refund this for himThen there were other calls with complaints that some of the information in the e-mails we send him (e-mails with information about the area, shops, restaurants, activities , etc) do not concern himWe did apologize and explained the e-mails are automatic and usually guest love them as it gives them inside, local information about the town and what to do around hereHe was still unhappy I would also like to reply to the issues the guest has stated below: 1)The unit is actually not blocks away from the ski are a- it is blocks away from the slopes ( actually closer) and about blocks away from the baseIt is downhill walk on the way there and uphill on the way back ( comes with the mountains) There is also a free city shuttle stop ( runs every minutes during the day that takes you there if you are not into walking)2)we have units in the complex and in our advertising we recommend AWD or 4WD vehiclesMost of our guest come with Suburbans or larger SUV and we have never had a problem with anyone not being able to make it in the garageThere are sharp curves and we have instructions on how to park provided to the guestsYou can also clearly see the driveway on the google map we have posted on our website on thee units page3) I am sorry that the guest felt the garage was inconvenient for him to park inWe did get a call from he guest about this and made different arrangements for him to park, which was on a flat parking lot , closer to his unit4) Our housekeeping did leave sock behind in a cabinet ( the unit is over 2,square foot) and there was a lamp left in the corner by the owners who checked out on the same day ( they were trying to get it fix after next time they come back)We offered housekeeping to go back on the next day and the guest said it was not necessary5) We apologize for the lack of fan in the third floor bathroom and also about the height of the mirrorI wish we can change the height every time according to the desire of the guestsI would also like to emphasize that the guest booked the unit as bedroom townhome The third bedroom had tricky stairwell and for over a year we were renting the unit as level / bedrooms as was the case with this particular reservationThe owners invested in re-building the stairwell , making it safe and easy for that bedroom to be accessed and we decided to open it for the guest, this rental being the first one to enjoy it (even though they did not book the unit as bedroom) , thinking they were doing a great thing and the guest will be pleasantly surprisedI think they did not take into account the height of the mirror in the extra bathroom upstairs 6) Again, we apologize that the furnishing in the extra bedroom ( the guest were not supposed to use) were not up to heir tasteThe rest of the unit has around photos on our site showing the unit and amenities in different angles, giving the guests the necessary information about the unit7+8) We did receive a call on our emergency after hours line at 11:pm from the guest the light in front of the unit does not workThe guest cell phone does not have good coverage and is very hard to hear ( every other word) That is why we have asked him if he has replaced the bulb and did not realize he has told us this already We sent a maintenance the first thing next morning and it turned out it was the switch ( not the fixture) - we replaced and it is working fine since9+10) The hot tub is on a private deckThe deck is separated by a railing no one else but the guests staying in this particular unit has access to the hot tubIt is clearly photographed in the photoswhen we spoke to the guest and asked him about it , he once again said he misunderstoodThis is not the first group staying at this unit and no one else has complained about thisWe are very serious about not miss representing anything in or unit and I can say with confidence that we have not misrepresented anything in this particular case as well11) Not sure about this issueI double checked when the guest departed and it was working fineit is a [redacted] and it is possible they may have a issue or a fluke12) We have not told the guest we do not offer shuttle in town We told him that we do not provide shuttle for this particular complex , which is due to the association rules and regulations We do provide shuttle to different homes and to and from the airport, which was confirmed by one of our drivers13) The lift ticket order process is not easy and we know itThere are deadlines set by the [redacted] *** for discounts we have to abide by Their requirements are that the orders have to be submitted and paid by certain date We have to abide by the rules in order to receive the lift ticketsIt is ludicrous to think we set the rules or issue the lift ticketsThe form is also provided by the [redacted] ***and it requires name, DOB, starting date of skiing, type of ticket and how many days of skiing you will be doingThere is not a field that requires weightI guess the guest misunderstood againThe form needs to be filled out by the guest with the information needed and then e-mailed to us for approval ( sometimes people fill out the wrong form or information and we want to make sure it is all correct so the order will be fulfilled by the [redacted] ***.) We usually approve it or ask for corrections right away and if the form is good, the guest has to submit the paymentWe have options for payment - they can either be paid by check or credit cardThe payment with the credit cards has the processing fee on top of itWe do get discount on the lift tickets for the volume we do with the [redacted] ***and we just extend it to our guest as we are committed to providing value for them100% of the discount we receive is extended to our guests, thus the preferred check paymentSince we get charge to process the credit cards, if we accept payments for the lift tickets, we will be incurring a lot of losses, thus the processing feeThe guest have missed not one, not two, but deadlines for the lift tickets ( and on top of that once the order was done , he decided to change it) discount and we were fortunate to be bale to swing his order with our weekly orders pass the deadline and get the discount due to the great relationship we have with the [redacted] ***I would like to thank the pre-sold lift ticket office for the AMAZING job they do and being able to accommodate most of the orders guests miss to place on timeWe are sorry that the guest had to wait at the lift tickets line, just like everybody else, to get the dates on his tickets changed, as during this time of the year the whole town is pretty busy, but I am sure you would agree that we do not have control over this as well14) We are sorry that not all the information we sent to the guest wasn't relevant to their stay and the activities they had in mind It is difficult to say the least) to predict what exactly the group is interested in ,so we try to provide as much info as you need, including emergency numbers, addresses of banks, ATMs, etcvast majority of our guests are very happy and thankful about this15)The guest called on the third day and said he is moving to another unitOur understanding is that a spot has opened at a different home with his friends and he wanted to move thereThe guest demanded a refund for the nights he has not stayed in the place, which we do not agree withIt is clear in our terms and conditions that our reservations are non refundable unless we are able to re-book the unitWe opened the dates, but were unable to re-book and refund the money to the guest16) The guest forgets to mentioned that he also took advantage by our airport transportation to and from local airport , which he kept even after he moved to the other houseI hope we were up to his standards with this particular service I am having hard time understanding the "dishonesty" part of the complaintThe way it seems, is , the guest is demanding a refund because we provided him with discounted lift tickets which he used) and send him information about the activities in SteamboatThis is absurdFurthermore the guest is asking for full refund after he stayed for nights in the unit and took advantage of our discounted lift tickets, ski rentals and airport pick up and drop offThere were calls made to our office during the stay - one for the light switch and the second one for the difficulty the guest had with the parking, which were both addressed immediatelyI am sorry to hear that the guest had not enjoyed his stay and will not be using our services in the future We do examine every complaint very carefully and take the necessary action to make sure we do not come across the same issue in the future, which we have done with this particular caseKind Regards, Michael S [redacted] , GM, Retreatia.com, 970-691-

Complaint: [redacted] I am rejecting this response because they are not offering any amount of refund Also, many of the statements made in the response from the business are false Regards, [redacted]

Hello, The group stayed with us during the second week of JanuaryAfter their departure, we received a call that there was a jacket left in the house in a certain potWe contacted housekeeping and days later when the house was cleaned , housekeeping located a jacket and actually few more items
that was left behind in the unitWe contacted the gentleman who called for the jacked asking him to provide us with a payment method for the shipment ( we charge $plus the cost of shipping to mail items left behind) In the meanwhile , we also received calls from a different person ( *** ) asking for the jacket and we were told to mail it and charge the card on file, We did mail all the belongings found in the house to the address that was provided to us, including the jacket and there was couple of bating suits as wellWe charged the card on fileOn the same day we received a call from the gentleman, who filed the complaint asking us to reverse the charge on the card and charge his cardHe was also disputing the amount which we paid to the USPS and said he could have shipped it a lot cheaper apparently as he is in the same business ( shipping) We did void the $shipping charge for him on our endHe received the package couple of days later and called to notify us that the jacket in the package was not his ( the one in the package was green and his was black)Apparently there was jackets left behindWe went to the house again and were able to locate the second jacket In the meanwhile we did get another e-mail from a different person in the house ( they were all from different states getting together for a ski trip) asking if we have found a green jacket in the homeI called the gentleman who filed the complaint and asked him if the jacket he received can be mailed back or directly to the person who was looking for the second jacket as obviously it was hisTo my astonishment, he replied that there was no jacket in the package he receivedI asked him times to confirm that there was no jacket in the package and he declined that there was any jacket in the package all timesI spoke with the person he talked to in our office and with the person who mailed the package and they both confirmed the jacket was thereI called the person who lost the other jacket and explained him the storyWe received a call from the gentleman who filed the complaint on the next day, who then said he had the jacket and was "drunk and just screwing with us " that nightEvery time I spoke with him, his language has been demeaning and extremely rudeI had called him again this morning to confirm the billing information for the jacket to be mailed to ( the second one) and to ask him if he would like us to provide us with the mailing labels as he can get them less expensive , so we can ship his jacket back, but we came across the same rude language and he refused to pay for the jacketI am pasting the e-mail from this morning I sent him asking him for the labelsThe guest has been advised that all the communication from now on should be via e-mails only so we can keep paper record of itThis is the first time ever someone is lying about item that has been mailed to them and trying to steal someone's belongingse are still waiting on the information form the guest so we can send him the jacketWe have been verbally abused and lied to by this particular guest and I am finding it hard to believe that he is complaining about us Kind regards, Michael S***, 970-691----------- Forwarded message ---------- From:Retreatia.com, Steamboat Springs Date: Mon, Feb 1, at 11:AM Subject: Item left behind To: *** Hello, Could you please e-mail us the shipping labels you would like us to use to ship your item left behind? Kind Regards, Michael S***, www.retreatia.com

Complaint: ***
I am rejecting this response because:This is not a personal issue with myself and Michael.I will stick to the facts hereI initiated all conversations with this company on Tuesday January 19th, Wednesday January 20th, and Friday January 22nd I have my *** wireless billing statement as proofI was promised a call by the end of the business day each time or the following morning at the latest.On Friday January 22nd, I began to become restless, and asked to speak with a managerAt which time I was directed to Michael.As Michael pointed out I was aggravated with the situation and spoke with passion and disappointment as I had learned they did not verify shipping and payment with myselfBringing another individual(***) into the situation has no regards to meI requested an item and delivery of said itemMichael's message has verified that they did not follow up with me, as they said they would, to ship my belongings and request payment. During my phone call with Michael we resolved the solution to my satisfaction, he voided the initial charge to a card that was not mine, voided the service fee of $17, and allowed me to process the cost of shipping to my cardHe also provided me with a tracking number for the package via email.They began to contact me after I had informed them I received belonging that were not mine. In most phases of my contact with Retreatia, it was with front of store personnel; conversations that have been calm and collected and have never escalated to a point of aggravationIt is only upon speaking with "The Manager", that I received ridicule and sarcasm for my clumsiness in leaving things behind.Michael has referred to a quotation where he states I was drunkThis is hearsay, as I have never mentioned any such words to himHis discrepancy of questioning me about the whereabouts of a jacket and if I possessed itThe jacket he had been questioning me has been returned to its rightful owner, at my expense, via USPSI stated to him I do not have the jacket, I do not have the jacket, because it was no longer in my possessionIt could have been a lack of or communication on both ends, but never the less to call me a liar and a thief if proof to my claim of his lack of professionalism. I am standing by my desired resolution to have my expense covered and my *** *** Jacket returned. I have had no further verbal contact with this company, and all contact will be through this forum
Regards,
*** ***

Complaint: [redacted] I am rejecting this response because Retreatia is not offering any amount of refund (not even a partial refund for the days we were not in the unit).  I will not accept any response that does not include at least some refund. Michael S[redacted] stated in his response that we "were not supposed to use" one of bedrooms in the unit.  Can he be serious?  This is the first I heard of this.  This was never communicated to me nor were there any signs in the unit indicating which, if any, bedroom in the unit was supposedly off limits to us.  It cannot be considered honest, professional or legal to rent out an entire unit and then go back later and say there was some bedroom in the unit the guest was not supposed to use. There were also many false statements made in the response by Michael S[redacted].  There were so many that I don’t have time to respond to all of them.  However, just a few examples of the many false statements are below: Examples of False Statements Made by Michael S[redacted] In the January 21, 2016 Response to the Revdex.com Complaint: 1. The advertisement for the unit said it is "just three blocks from the ski area" and Michael S[redacted] stated in his response that the unit is "about 3 blocks away from the base".  Both are completely false.  As shown on the attached map.  The walking distance is at least 1.07 km (.7 miles) from the unit ([redacted]) to the base area (where the gondola lift is).  This is certainly much more than 3 blocks, which makes a big difference in the biting cold and/or when walking in ski boots. 2. Michael S[redacted] stated in his response regarding the malfunctioning remote control, "I double checked when the guest departed and it was working fine. it is a direct TV and it is possible they may have a issue or a fluke.".  This is false.  As can be seen by the attached maintenance activity report, the maintenance person visited and found the remote was not working and wrote down that a new remote will be have to be ordered.  So obviously the remote was not working, nor did it ever work in the short time we stayed in the unit. 3. Michael S[redacted] stated in his response, "Our housekeeping did leave 1 sock behind in  a cabinet...We offered housekeeping to go back on the next day and the guest said it was not necessary."  This is false. As can be seen in the picture attached there were at least two dirty socks and a lot of dirt left on the shelf.  This is just one example of the unacceptability of the unit.  It was not necessary for housekeeping to go back on the next day to clean because we were leaving the unit anyway because of all the misrepresentations and disappointments with the unit and the management company.  Furthermore, even if housekeeping would have gone back to fix their sloppy job, it still doesn’t change the fact that it occurred in the first place. 4. Michael S[redacted] stated in his response "Most of our guest come with Suburbans or larger SUV and we have never had a problem with anyone not being able to make it in the garage."  This is false.  I don’t know about how it is in the summer, but in winter with all the snow plowed and pushed up along the side of the driveway and in the hairpin turns, it would be impossible for even a competent driver of a suburban or large SUV to make the turns, much less fit in the extremely narrow garage.  Furthermore, Michael S[redacted] stated in his response that "There are 2 sharp curves and we have instructions on how to park provided to the guests", but there was no warning of this problem with the driveway or garage in the advertisement for the unit posted by the management company.  If the driveway and garage are so difficult to navigate and fit in that guests must have special instructions on how to do it, then there should obviously be some warning or explanation of this issue in the advertisement.  All the advertisement says is "There is a one car underground parking space as well as overflow parking for the home.". 5.  Michael S[redacted] stated in his response that they "made different arrangements for him to park, which was on a flat parking lot , closer to his unit."  This is false, the "flat parking lot" was of course not closer to the unit than the garage because the garage advertised was actually inside the same building as the unit.  The "flat parking lot" was a spot in an outside parking lot for another building from which you had to walk out into the street from the parking lot, and then down the zigzag driveway from the street to get to the unit. 6. Michael S[redacted] stated in his response "no one else but the guests staying in this particular unit has access to the hot tub. It is clearly photographed in the photos. when we spoke to the guest  and asked him about it , he once again said he misunderstood."  This is also a false.  I never mentioned anything about others having access to the hot tub.  Obviously others don’t have access to the hot tub because of the small railing dividing the shared deck.  As can be seen in my original complaint, my issue was with the lack of privacy on the deck because the photos posted by the management company don’t show that it is really a shared deck with just a small railing dividing it (see photo attached that I took showing that it is really a shared deck with just a small railing dividing it).  Regarding the hot tub, the issue was that the hot tub only fits 2 people comfortably and is not a normal hot tub. The entire interior of the hot tub is lined with some sort of rough fabric and the jets are very weak.  The management company never responded to this issue presented in my original complaint to the Revdex.com. 7. Michael S[redacted] stated in his response "The guest called on the third day and said he is moving  to another unit. Our understanding is that a spot has opened at a different home with his friends and he wanted to move there."  This is also false. I didn't call on the third day.  My group checked in December 28 and I called Michael S[redacted] the next day on December 29 to say we'd like to check out early on December 31.  This was because of all the misrepresentations and issues with the unit and the management company and that we had already arranged other lodging, so I requested a refund just for the remaining days we would not be in the unit, which he refused.  There was no spot that had "opened at a different home with his friends".  My group included my aunt, my uncle, my son, my son's girlfriend and me.  My aunt and uncle did not ride to and from Hayden airport with us because they had come all the way up from Panama City, Panama just for this trip and had flown into Denver and decided to rent a car from Denver to drive to Steamboat, but they were always in the same unit as us.  There were no "friends" I had already staying at a different home and I don’t have any idea how or why Michael S[redacted] came up with this story.  What happened was on December 29th, I spent hours shopping around all over Steamboat and making many calls for available units that had not been reserved that would fit our group.  After finally finding one (only thing available won such short notice was a chalet for 10 people) I reserved it and I called Michael S[redacted] to let him know we would like to check out early because of all the misrepresentations and issues with the unit and the management company.  I told him I would like a refund for the remaining days we would not be in the unit.  He refused. 8. Michael S[redacted] stated in his response "the guest is demanding a refund because we provided him with discounted lift tickets which he used)  and send him information about the activities in Steamboat".  As can be seen from the above explanation, this is completely false.  Obviously, I am asking for a refund because of all the issues 1-15 described in the original complaint to Revdex.com and in this response.  In particular, I am demanding a refund to compensate for issues 1-15 listed in the original complaint I made to Revdex.com and in this response, not the least of which is false advertising of the unit and for the days we were not in the unit.  In fact, if the business, Retreatia, were to just refund me for the days we were not in the unit, I think that would be an acceptable compromise. Michael S[redacted] also stated in his response "The guest forgets to mentioned that he also took advantage by our airport transportation to and from local airport , which he kept even after he moved to the other house".  What Michael S[redacted] forgot to mention is that I paid him $298.00 for that airport shuttle service (see attached statement of charges) and even though we moved to a different unit in Steamboat many days before our original check out date, I did not receive even a partial refund and was charged for the entire stay.  In this case, why would I expect the shuttle service to the airport that I already paid for to not be provided? Michael S[redacted] admitted in his response that that "The lift ticket order process is not easy and we know it" but still did nothing to compensate for this. Also, as shown on the attached statement of charges I was overcharged $45.20 which I never received a refund for either. Again, if Retreatia were to just refund me for the days we were not in the unit, I think that would be acceptable compromise.  Regards,
[redacted]

Hello,We do stand behind every statement in our response. They are 100% true .We are a great company and no wonder have been voted Best Property Management Company in Steamboat Springs for 2014 and 2015 .We, just like everyone else, do mistakes, but we own it and make it right. In this particular case we have not done anything wrong and have made every effort to satisfy the guest, but unfortunately he had different plans.Kind Regards,Michael S[redacted],970-691-0251.

Good  Afternoon, Thank you for your e-mail. The problems with the guest started even before they arrived in the unit.   The guests reserved the townhome directly on our site without talking to us. They also purchased extra services  in their reservation one of them being "Ship...

your Luggage" , which entails us receiving the shipment , holding it until the day of arrival delivering on the day of arrival to the unit and them picking it up from the unit and delivering it to UPS or Fedex ( whichever carrier the guest has prepaid with ) to be shipped back. Apparently the Guest misunderstood  and assumed the shipping charges are also included . We did refund this for him. Then  there were other calls with complaints that some of the information in the e-mails we send him  (e-mails  with information about the area, shops, restaurants, activities , etc)  do not concern him.... We did apologize and explained the e-mails are automatic and usually guest love them as it gives them inside, local information about the town and what to do around here. He was still unhappy ... I would also like to reply to the issues the guest has stated below: 1)The unit is actually not 3 blocks away from the ski are a- it is 1.5 blocks away from the slopes ( actually closer) and about 3 blocks away from the base. It is downhill walk on the way there and uphill on the way back ( comes with the mountains) . There is also a free city shuttle stop ( runs every 15 minutes during the day 0 that takes you there if you are not into walking). 2)we have 4 units in the complex and in our advertising we recommend AWD or 4WD vehicles. Most of our guest come with Suburbans or larger SUV and we have never had a problem with anyone not being able to make it in the garage. There are 2 sharp curves and we have instructions on how to park provided to the guests. You can also clearly see the driveway on the google map we have posted on our website on thee units page. 3) I am sorry that the guest felt the garage was inconvenient for him to park in. We did get a call from he guest about this and  made different arrangements for him to park, which was on a flat parking lot , closer to his unit. 4) Our housekeeping did leave 1 sock behind in  a cabinet ( the unit is over  2,000 square foot)  and there was a lamp left in the corner  by the owners who checked out on the same day ( they were trying to get it fix after next time they come back). We offered housekeeping to go back on the next day and the guest said it was not necessary. 5) We apologize for the lack of fan in the third floor bathroom and also about the height of the mirror. I wish we can change the height every time according to the desire of the guests. I would also like to emphasize that the guest booked the unit as 3 bedroom townhome.  The third bedroom  had tricky stairwell and for over a year we were renting the unit as 2 level / 3 bedrooms as was the case with this particular reservation. The owners  invested in re-building the stairwell , making it safe and easy for that bedroom to be accessed and we decided to open it for the guest, this rental being the first one to enjoy it (even though they did not book the unit as 4 bedroom) , thinking they were doing a great thing and the guest will be pleasantly surprised. I think they did not take into account the height of the  mirror in the extra bathroom upstairs ... 6) Again, we apologize that the furnishing in the extra bedroom ( the guest were not supposed to use) were not up to heir taste. The rest of the unit has around 30 photos on our site showing the unit and amenities in different angles, giving the guests the necessary information about the unit. 7+8) We did receive a call on our emergency after hours line at 11:26 pm from the guest the light in front of the unit does not work. The guest cell phone does not have good coverage and is very hard to hear ( every other word) . That is why we have asked him if he has replaced the bulb and did not realize he has told us this already.  We sent a maintenance the first thing next morning and it turned out it was the switch ( not the fixture)  - we replaced  and it is working fine since. 9+10) The hot tub is on a private deck. The deck is separated by a railing . no one  else but the guests staying in this particular unit has access to the hot tub. It is clearly photographed in the photos. when we spoke to the guest  and asked him about it , he once again said he misunderstood. This is not the first group staying at this unit and  no one else has complained about this. We are very serious about not miss representing anything in or unit and I can say with confidence that we have not misrepresented anything in this particular case as well. 11) Not sure about this issue. I double checked when the guest departed and it was working fine. it is a [redacted] and it is possible they may have a issue or a fluke. 12) We have not told  the guest we do not offer shuttle in  town.  We told him that we do not provide shuttle for this particular complex , which is due to the association rules and regulations.  We do provide shuttle to different homes and to and from the airport, which was confirmed by  one of our drivers. 13) The lift ticket order process is not easy and we know it. There  are 3 deadlines set by the [redacted]  for  discounts we have to abide by . Their requirements are that the  orders have to be submitted  and paid by certain date.  We have to abide by the rules in order to receive the lift tickets. It is ludicrous to think we set the rules or issue the lift tickets. The form is also provided by the [redacted]. and it requires name, DOB, starting date of skiing, type of ticket and how many days of skiing  you will be doing. There is not a field that requires weight. I guess the guest misunderstood again. The form needs to be filled out by the guest with the information needed and then e-mailed to us for approval ( sometimes people fill out the wrong form or information and we want to make sure it is all correct so the order will be fulfilled by the [redacted].).   We usually approve it or ask for corrections right away and if the form is good, the guest has to submit the payment. We have 2 options for payment -  they can either be paid by check or credit card. The payment with the credit cards has the processing fee on top of it. We do get discount on the lift tickets for the volume we do with the [redacted]. and we just extend it to our guest as we are committed to providing value for them. 100% of the discount we receive is  extended to our guests, thus the preferred check payment. Since we get charge to process the credit cards, if we accept payments for the lift tickets, we will be incurring a lot of losses, thus the processing fee. The guest have missed not one, not two, but 3  deadlines for the lift tickets  ( and on top of that once the order was done , he decided to change it) discount and  we were fortunate to be bale to swing his order with our weekly orders pass the deadline and get the discount due to the great relationship we have with the [redacted]. I would like to thank the pre-sold lift ticket office for the AMAZING job they do and being able to accommodate  most of the orders guests miss to place on time. We are sorry that the guest had to wait at the lift tickets line, just like everybody else,  to  get the dates on his tickets changed, as during this time of the year the whole town is pretty busy, but I am sure you would agree that we do not have control over this as well. 14) We are sorry that not all the information we sent to the guest wasn't relevant to their stay and the activities they had in mind.  It is difficult 9 to say the least)  to predict what exactly the group is interested in ,so we try to provide as much info as you need, including emergency numbers, addresses of banks, ATMs, etc. vast majority of our guests are very happy and thankful about this. 15)The guest called on the third  day and said he is moving  to another unit. Our understanding is that a spot has opened at a different home with his friends and he wanted to move there. The guest demanded a refund for the nights he has not stayed in the place, which we do not agree with. It is clear in our terms and conditions that our reservations are non refundable unless we are able to re-book the unit. We opened the dates, but were unable to re-book and refund the money to the guest. 16) The guest forgets to mentioned that he also took advantage by our airport transportation to and from local airport , which he kept even after he moved to the other house. I hope we were up to his standards with this particular service.  I am having hard time understanding  the "dishonesty" part of the complaint. The way it seems, is , the guest is demanding a refund because we provided him with discounted lift tickets which he used)  and send him information about the activities in Steamboat. This is absurd. Furthermore the guest is asking for full refund after he stayed for 3 nights in the unit and took advantage of our discounted lift tickets, ski rentals and airport pick up and drop off. There were 2 calls made to our office during the stay - one for the light switch and the second one for the difficulty the guest had with the parking, which were both addressed immediately. I am sorry to hear that the guest had not enjoyed his stay and will not be using our services in the future.  We do examine every complaint very carefully and take the necessary action to make sure we do not come across the same issue in the future, which we have done with this particular case. Kind Regards, Michael S[redacted], GM, Retreatia.com, 970-691-0251.

Complaint: [redacted]
I am rejecting this response because they are not offering any amount of refund.  Also, many of the statements made in the response from the business are false.
Regards,
[redacted]