The customer service is terrible and they post misleading photos of properties. The condo we stayed in was fully under construction, had no lighting in the hallways or outside of the building due to being under construction, and had no hot water. read more

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Well it seems pretty consistent across the board how terrible this company is. This is our scenario: We purchased two 4-day seasonal passes, with the expectation of enjoying the benefits offered. However, due to unforeseen circumstances, my husband lost his job, prompting me to request a refund under the Epic Coverage Personal Event policy. Despite my timely submission, the request was denied, citing a narrow 30-day window requirement, which left us feeling disheartened. Our subsequent attempts to address this issue directly with Vail Resorts were met with obstacles and evasions, exacerbating our frustration. After persistent efforts, we finally managed to speak with a manager named Denise and Chad. Regrettably, instead of providing assistance or understanding, she adamantly cited company policy, offering no flexibility or empathy. This lack of compassion is particularly distressing given the significant challenges our family faces due to my husband's job loss. I am not even asking for my money back, but merely just an extension so we can use the pass in 2024/25. In the end the company will still get the money, so I am not sure what the big deal is. read more

We've used this company in the past several times and we used to have great customer service with good properties (around 3 times a year for the last 3 to 4 years), but this time was such a disappointment and the last time we are using their service. We rented a condo big enough for 5 people (2 bedroom condo) and even though this was during New Year's, we ended up paying almost $700 a night (almost 4,700 total) for a condo that wasn't worth even a third of the rate. The condo was really outdated, there were holes and stains in the bed covers, mattresses need to be replaced, no room in the closets because they were full with old TVs and junk, adult diapers in the drawers, furniture falling apart, etc. Fireplace worked the first night and then stopped working, when asked to be fixed, we had to follow up to see if it had been fixed cause the company wouldn't reach out to you. Fixed then stopped working again, asked to be fixed a second time, when we got back to the condo it was still not working; then you had to follow up with the company again cause there was never an email from then letting us know that it couldn't be fixed and that a piece was missing, only until we contact them again. Always with a condescending and rude attitude from Matt Debus. Never an apology or trying to make things right. Since we were flying back home a day later than expected, and the condo was available, we tried to extend our stay one night for a fair rate, not even a response. I wouldn't recommend this company anymore, customer service is terrible, pictures are misleading and properties are not in accordance with the rates. read more

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Worst service imaginable! My family unfortunately contacted COVID right before our travel dates. The Vail mngt company asked for proof!!! Unethical and unprofessional! Our son had his first leave from the military and we missed seeing him. We honored quarantining. They refused to refund or give us reasonable dates that worked for our family. We will never use VBRO or Vail mngt again. Horrific experience! We are out thousands of dollars! read more

IMHO the owner is completely incompetent if not negligent. Pretty sure his primary job is being a real estate agent rather than managing this company. He has the audacity to claim some level of credibility for being an engineer and while you can see on Linked In he went to school for engineering there appears to be no record of him actually practicing this as a profession. It's a bit like someone saying they are a doctor and then you find out they were pre med in college. I have only witnessed the opposite of knowledge and professionalism in each and every dealing with VMC. IMO our entire condo community basically has learned helplessness because of VMC's incompetence. Not only do people not expect them to do their jobs at all but they expect them to do the job wrong when it is done. read more

After charging my credit cards a different amount from what I agreed to in the contract, the customer service representative, Mathew, provided me with a facetious and condescending attitude to try to downplay a serious legal issue which made the business liable for damages due to breach of contract. Instead of charging the two cards accordingly, he took it upon himself to split the charges. In doing so he overcharged my card causing an overdraft. He stated that he hadn't received a contract, and belittled me for suggesting such a thing. Yet as soon as I suggested he check the reservation inbox where I had emailed the signed contract, he framed it as if he was doing me a favor by fixing the breach. I deal with rental company's weekly, and never have I encountered such poor customer service, and aside from that, basic respect for another human being. This will be my first and last rental with the agency. Save yourself the hassle. read more

I rented an amazing ski in ski out house from them for a long relaxing weekend in Vail. The property was very clean and stocked well with all the essentials. We definitely want to rent this property again!! read more

We rented 2 large homes from Vail Management for our wedding and had a great experience. The homes were beautiful, great location and very clean. The housekeepers came every other day to change our towels as needed which was an added bonus I feel many non-hotel properties don't do. The management staff was very respectful and responsive to our needs, as we had a lot going on with it being our wedding. We had some packages delivered to their office that they gladly delivered to the homes which we greatly appreciated. Thanks for a great memory for our Vail wedding! read more

Every year (for the last 5 years) we have had issues with our sink backing up. We live in the bottom unit of our condo complex and have always had full-time residents above us. Previously, we had a Bold Management company that was aware of the problem and had no issue fixing it. Years ago Vail Management Company took over and then the incompetence began. My wife called about 10 am on 9/24/19 to let Vail Management Company know our sink was backing up again. This time she was introduced to Matt who was combative and sexist on the phone with my wife. He began by telling my wife it's her fault because she put too much stuff in the drain/garbage disposal. He then told her (without researching past instances) that it was our problem to deal with. Then he proceeded to man-splain how drains work. My wife is a civil engineer and I managed restaurants for years and dealt with plenty of drains backing up. Then after much back-and-forth, he stated that they would send over a plumber. The plumber arrived at about 7:30 pm and cleared the drain. When I asked how far out the clog was the plumber stated that it was about 15 - 25 feet out. Vail Management's HOA docs state the main plumbing line is about 25 ft out from each unit and I wanted to be sure to have the correct information. So the issue was taken care of...or so we thought. Then at the end of November, we get an email from our landlord that they had an unpaid invoice from the plumbing company that the HOA was trying to get paid in the amount of roughly $500. The irony is that 2 weeks after our incident the HOA had all bottom units jetted to avoid backing up. We did not have ours done since it had already been completed. However, Vail Management Company stated that they were unwilling to credit us the full amount or the difference from not having our unit jetted. I was able to speak with Matt (my wife's initial contact) as well as another employee, Shawn or Sean who both stated and confirmed that the HOA is aware of the issue and even held a meeting about it a few days prior. This is an admittance that there is a problem and they are aware of the problem but there was still a denial to reimburse our landlord for the cost of repairs. When I asked Matt about how he addressed my wife, he stated he was merely "trying to educate her." There are a lot of reputable management companies in Eagle County but this is definitely not one of them. Matt seems incapable of providing any resemblance to customer service. Vail Management Company's standard practice is to make the homeowner file the claim on their own behalf so they (Vail Management) can deny reimbursement. Look elsewhere for quality service. read more

A joke of an operation. They've started posting properties on Airbnb and despite it being a violation of Airbnb's policies, they send a form requesting a credit card #. They failed to respond to my message questioning their request, so I was forced to go through Airbnb support. They resolved the issue, we kept our reservation and took excellent care of the property. Ultimately Greg they gave me a negative review, despite our excellent care of the property, because he was upset about me contacting support. read more

Vail Management Company... what can I say. I've been to Vail at least once a year for at least the last 10-15 years. I've never had issues like the ones I experianced with the condo I rented. Full disclosure- I sent all of these issues to them before writing this review and gave them an opportunity to make it right with a parital refund and told them I'd share that in my review, but I did not even get a response. My biggest issue was their false advertising, and their check in/out times. When they advertise "recently renovated", it doesn't mean just the counter top. When they advertise a "Gas Grill", it doesn't mean a 20 year old grill that doesn't light, and when you manually light it (we had to run to the store for a lighter), it has two settings. Space shuttle liftoff, and off. Below is the issue list I sent to Vail Managment, and never received a response (I know it was a working email, because I had asked them about early check in before, and they responded with a no). 1. Most of the Windows didn't shut all the way unless you went outside and pushed on them. This was ridiculous and unsafe at 3AM when the temperature dropped overnight and they needed to be shut. 2. We found previous guests laundry (dirty socks) on one of the bedroom floors. 3. Some of the drink coasters were broken. 4.The grill was unusable (it was advertised). The igniter did not work. It was beat up beyond belief. There was no lighter in the condo to light it manually. Even going to the store to get a lighter, you had to take apart the entire thing to light it, and then, risk burning yourself. When it did get lit, the temperature was either "extremely high" or off. This could be a lawsuit. The neighbors even commented that the rental company "screwed you guys". 5. No grilling utensils. 6. It was advertised as a full kitchen. It was missing many utensils, including, but not limited to, Ice Cream scoop, wisk, etc. 7. There were burnt out light bulbs around the condo. We actually replaced a couple as it was so dimly lit. 8. The bathrooms were not as clean as even a motel 6. There was still trash in the corners from previous renters. 9. The TVs were unsecure from the wall, and could have easily fallen off the wall. With a small child, this again, could be a lawsuit. 10. The living room lamps were broken, falling apart. 11. The oven light was broken. 12. The main shower door didn't move. 13. Trash bags were not provided... this is a first. 14. Unsecure Wifi. I'm an IT architect- wifi should always have a password on it. I would not allow anyone in my group to connect to this. Again, this was advertised. With it being wide open, this is a major security issue. I could easily access any information sent over your network without much effort. 15. The Check in/Check out times are ridiculous. I've never had times so bad. It doesn't take 6 hours to clean a condo, even with the added covid restrictions. 16. The Carpet is clearly dirty, old, coming up, and needs replacing. 17. Bathrooms have clearly not been updated in at least 10-15 years. read more

Very unhappy owner of a complex that they manage but I am not on the board so I cannot do anything about it. If you hire them to manage you property I think, in my humble opinion, that is a mistake. If they manage a property for you, in my humble opinion, I would suggest that you look at other options. Another one of those situations where I wish I did not have to give them one star because that is way too generous. read more

DO NOT RENT FROM THESE PEOPLE. I wish I could go lower than 1 star. Customer service is absolutely terrible. The kitchen faucet flew across the kitchen when we turned it on. I called their maintenance number and no one answered so I left a message for them. I never got a call back. A week after we left the condo I was charged $407.29 for a broken faucet with no other explanation other than "parts and labor". When I called about it the "person" that answered the phone was insanely rude and wouldn't accept that it wasn't my fault it was broken. I had to get my bank involved. These people will try its hardest to take as much money from you as possible. Also, the TV didn't work. Once again, DO NOT GIVE THEM BUSINESS. read more

DO NOT USE!!! We booked an apartment via AirBnB, only to receive an email requesting we send our credit card details and sign a contract before we received the address for the apartment. I have never had to do this before. We messaged them the day before arrival to say we are not happy to send our credit card details but happy to sign a contract. We also informed them this is not allowed due to Airbnb rules. They replied saying they would get back to us and we also immediately opened a dispute with Airbnb. They was very good and stated they would cancel the booking if the host did not send the address. When driving down to vail we received a call saying you need to sign the contract and send the CC details. As stated in the previous message we explained we are not going to do this because Airbnb states and advised to not send any credit card details externally. His response was Airbnb only cover $1 million and the properties they have are more. Firstly even if he had my credit card details, he thinks everybody credit limit is capable of $1 million??? Secondly it wasnt worth 1 million and ive stayed in far more expensive properties and never been asked to sign a contract. After awkward conversation he said fine he will send us the address at 3.59pm and check in at 4pm. He did end up sending us a message with the details around 2pm after clearly comig down from his power trip. Up until this date (4 months later) i still receive the email every 1 or 2 asking me to sign the contract and send credit card details. Clearly a very bad automated system. AirBnb was half helpful saying if he didnt send the details a few hour before check in they would cancel it for us but they would only caution them this them of breaching the rules. If anybody else has a request to send credit card details i urge you to contact Airbnb to get them removed. read more

Terrrible. Fireplace did not work. Called vail management during hours they said on papers delivered to condo they were open. No human to take call. Called vail management again in morning in hours they claimed to be open. No answer. Vail finally called next day. They looked at issue. Told me fireplace problem was "deeper." Wrote "sorry" on note. No other response. Asked for compensation for lack of fireplace. No response. Asked again. Matthew (copying Greg) were main contacts -- I see from Yelp Matthew at least has been called to task before. They wrote back that they would not even consider talking to me until I removed the earlier version of this review on vrbo -- clearly less interested in a good visitor experience and more concerned about whether they would look bad. I refused, until I heard how they planned to correct situation. Management company stopped communicating altogether. Go anywhere else where vail management is not in charge. Feel sorry for owners. Good place. Picked wrong mgmt co. read more

If I could lower than one star I would have picked it in a heartbeat. When we moved into our condo the keys to the apartment showed up several hours late but thankfully the unit was getting worked on so we didn't have to wait. We've complained about our neighbors smoking on their balcony and throwing their cigarette butts right in front of our sliding door because we're on the 1st floor. We called Vail Managment (Not sure why they use the word management when they literally do nothing expect probably collect a check from the owner of the condos) and we got the response that they can't do anything because it needs to come from the owner of our condo. This absolutely makes sense because our owner lives in Hawaii so I'm sure he wants these phone calls. After our owner contacted Vail Management they sent it right to the top and it's going to be discussed in their next board meeting haha. Whatever happened to giving someone a phone call and telling them just to stop throwing the cigarette butts on the ground but put them in a can and throw them away every so often. Another adventure we've experienced was our fault totally. My girlfriend and I were in a car accident over the weekend. I picked up the rental car on Monday, worked until 6:00 PM and then took my girlfriend to get a MRI at 7:30 PM. So we get home around 9:00 PM last night and this morning I woke up around 5:30 AM to find a boot on my rental car. Yes, I should have registered my rental car for parking because let me tell you we have about 40 spots available in our parking lot but because I forgot to register the rental car I earned my boot. I called Vail Management and they told us they had no control over who monitors the lots but I'm sorry you kind of do have control of who is getting boots on their car. Typically if you allow a company to put a boot on someone's car in your parking lot because you MANAGE this property you have control of what they do. They make money by you allowing them to have their sign on your property and to boot cars. Again, I was in the wrong but a simple phone call from Vail Management would have gone a long long long way. If you want a company that takes your money and deals with your issues by giving excuses and not doing anything about it to help a tenant then you should absolutely hire this company. read more