I will gladly remove this review if management provides me with a refund for my stay. I recognize that many things went wrong that were not necessarily in their control, and am only writing this review because they denied our refund request.
I booked a stay on AirBnb in October for Presidents Day weekend. I was called three weeks ahead of our stay and told the property was no longer available for short term rentals, and was given Cabin 18 at the Four Seasons as a replacement accommodation. I am very familiar with the South Fork area, visit multiple times each winter, and am absolutely fine with budget travel. We were fine with the adjustment since it still had a kitchen, allowed dogs, and did not have shared walls. When we arrived, we learned that the cabin does not have functioning heat and instead had three space heaters set up around the place. On our first night, the temperature dropped to 17 degrees (not that cold for Colorado winter) and the pipes froze. The space heater in the bathroom had gone off overnight - we learned throughout our stay this would happen occasionally because the outlet in the bathroom could not support the space heater without occasionally hitting the outlet reset button. We contacted management around 6am who got a hold of the maintenance person and started looking for solutions if the pipes remained frozen. We had to go to a gas station to use the bathroom since there's no communal bathroom on site and purchase gallon water jugs to be able to drink water in the morning and fill water bottles for a day on the mountain. Around 8am, they came by the room to let us know we could go shower at one of their other properties but we were already headed out the door to go ski. They did offer to put us in a hotel room at a now third property in town, but we declined because it did not have a kitchen and we had brought a ton of food with us for the weekend. Later, they found another room that still had someone in it that had a kitchen - we would be able to move there once done skiing for the day. We told them we'll just stay in the original location as long as the water works since we did not want shared walls as we were traveling with our two dogs. For the second night, we blasted the three space heaters, having to reset the one in the bathroom twice during the night, and sleeping on top of the covers since the place was so hot. Pipes were fine the next morning, but we we opted to leave a day early to drive home given the situation. We informed management that we had checked out by 7:30am and requested a refund. The management company ignored our request for a refund for 24 hours and only responded after multiple calls and texts that they had met all our requests and would not be refunding any part of our stay. Honestly, I appreciated how quick they were to find us another property when the first one fell through and their effort to find us another place to stay when we weren't sure if the pipes would defrost. Where I am struggling is that there was not functioning heat in a cabin being rented in winter in the mountains. read more