We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Vacation Rentals

Retreatia
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/18/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    We booked the stay through the Steamboat website and paid over $800 for this stay. We chose to do that over renting an AirBnB due to the heavily advertised Ski in/Ski out access that is even now advertised on every Ad. When we arrived our packet said in heavy red print that this amenity is no longer included due to spring conditions. This disclaimer was nowhere upon booking. In fact, when I attempted to "mock" book again for similar dates once again the ski in/ ski out access is on the forefront of advertising to entice guests. They are falsely advertising an amenity they are no longer are willing to provide "due to safety" which is fine if it wasn't for the fact that we could have opted for a cheaper hotel without this. Additionally, on our first night the ski locker stopped working and would not open with the key card. We called the office and a maintenance person was sent only after "****"? spent over 5 minutes telling me that Storm ******* East does not have ski lockers that was not only clearly stated in our packet, but also had a locker with our door number and it opened the night before. Once the very nice maintenance person arrived (the only pleasant person working for this company), he was unable to fix it even with master key access and after calling HOA he was told there is nothing they can do and it is "our problem". We lost 2 amenities not even mentioning the poor state of the bathroom, rocking toilet, non-existent water pressure. We are seeking a partial refund for the 2 missing amenities that are advertised but were not provided during our stay - those amenities were determining factors for booking with this hotel over others in the area that were cheaper or using Airbnb. We also had to find own parking for skiing due to no amenity for ski in/out, free paring was very far from lifts and shuttles stopped operating after 4/14. Our stay was 4/12 - 4/16.

    Business Response

    Date: 04/24/2024

    from: *************** ****** <***********************************>
    to: "**************************************" <**************************************>
    cc: ******************** <************************************>
    date: Apr 23, 2024, 2:24 PM
    subject: RE: You have a New Message from BBB Regarding Complaint #********

    Dear *****,

    Thank you for bringing this to our attention. As a business that prides itself on customer service, we value all feedback and take all complaints seriously. We understand the importance of resolving disputes quickly and fairly, and we appreciate the BBBs role in this process. 

    Were sorry to hear about the guest's disappointing experience. We always strive to provide the most accurate information and services for a convenient stay. We understand the guest's frustration but due to warm weather, the *** was forced to close the trails early for guest safety which is something we do advertise on all our listings which states * Local snow conditions may impact your ability to access trails and/or ski inn and ski out of some units. This is particularly true in early and late ski season. Ill also attach a screenshot of this as evidence.

    Were equally upset to hear about the malfunctioning ski locker and the problems with the bathroom. Our maintenance is usually quick to respond and solve such issues and was there as soon as the guest raised their concerns and resolved such issues. We understand and respect the guest's request for a partial refund however we won't be issuing a partial refund at this time. We will however issue the guest a refund of $100 which will be mailed out by check to the guest's address on file.

    We are committed to resolving the issue and look forward to working with the BBB and the guest towards an amicable solution.

    *************** ******
    Guest Services Supervisor

    Email: ***********************************
    Tel: ************
    **********************************************
    ****************************************

    Customer Answer

    Date: 04/24/2024

    Better Business Bureau:

    I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

    Of note however the business is still misleading the customers. I made my booking through their advertisement on the Steamboat website where no disclaimer is included not their travel company site. The locker issue was never resolved despite the maintenance person showing up he was unable to resolve the issue. I am only accepting this resolution because I want to recover some of the cost. 

    Regards,

    *********************

Retreatia is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.