Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dates of Stay: 02/11/2025 - 02/15/2025 Cost: Rate of $2,300.16 + Damage Protection of $50.00 + Lodging Fee of $181.71 + Municipal Tax of $227.86 + State/Regional Tax of $288.63 Total Cost: $3,048.36 ($762.09 per night)From their website - "Every minute youre in your Bear Claw luxury condominium youll be reminded that youre on vacation. Like Steamboat itself, this is a place that will make you feel comfortable, while pampering you every step of the way." Daily cleaning and Washer / Dryer were advertised as being included in the stay.Problems During Our Stay:- Construction and maintenance on our hallway for the duration of our stay - Management covered smoke detectors in our hallway with painters tape, and left them that way unattended and overnight - despite working on issues related to leaking water pipes near live electrical fixtures. No notice given to residents. Residents safety put at risk. Currently working through formal complaint process with local authorities.- Broken ******************** in the unit (Coffee Table and Dishwasher housing)- Broken Dryer - requiring a trip through a snowstorm with a soaking wet load of clothes to a communal laundry facility to dry clothes.- Unhelpful staff with limited knowledge of the building and ability to fix issues.- Unstocked vending machines.- Advertised daily cleaning no-showed on *********** Day. After notifying the property manager in the afternoon about this, cleaning crew showed up at 7:45pm the night of Valentines Day.The business has refunded 15% of the stay - but this is not satisfactory. This trip was a baby moon to celebrate Valentines Day and the upcoming birth of our daughter. The property manager advertised a luxury vacation - which it was not. The stay was riddled with issues from start to finish. And the management company put our safety at risk with terrible decision making.

  

  Business Response

  Date: 05/20/2025

  During this guests stay, there was a water leak affecting the third-floor hallway of Bear Claw I.  It did not permeate any interior condominium space. To investigate the source of the water and complete the repair, drywall was removed creating dust.  To avoid a false alarm, two of five detectors in the common area of the third floor were covered during work and settlement of the dust.  No alarms were affected in the interior of the condos nor any other areas of the four-story building.
  The guest stayed at the accommodations for the entirety of the reservation as booked. It is always our intent to provide the highest level of care for both our owners and our guests, and it is very disappointing when we cannot meet someones expectations. Some of the complaints made by the guest including missed housekeeping services and miscommunication on the location of laundry facilities in each building were mistakes made by staff which we have addressed with additional training and reminders.
  On February 14, 2025, the guest was refunded 15% of his reservation for the inconvenience of having work outside of his rental during his stay as well to appease other complaints. The next communication that we received was on March 21, 2025, stating that he had retained legal counsel and stated that he would 1) File complaints with governing bodies  2) Identify all forums and review sites for posting evaluation of his experience including deficiencies 3) Identify names and addresses of all owners to report deficiencies and 4) Formally begin proceedings to recoup his costs.
  Because the author claimed to have retained counsel, the communication was referred to our legal counsel who asked that either all communication come through their attorney or a letter from their attorney showing that counsel was removed be provided prior to engaging in further communication.  The author continued to send threatening emails with the most recent on May 1 but never provided the requested information.
  On May 7, 2025, the guest posted a defamatory message to social media, calling us Scumbags. Since that time, some of the original posts have been deleted. Seeing as we provided a partial refund to this guest, and he has continued to threaten us, spread defamatory information, and call us names,we would like to request that this matter be closed with no further compensation owed to the guest.
  
  Thank you for your consideration.
  Elevated Properties Management