FAQs: Guests

A: If you are traveling from out of state, then travel insurance is highly recommended. For only 6.95% of your vacation cost, you are covered for many unforeseeable circumstances. As opposed to other vacation destinations, traveling to the mountains poses extra risks. A few examples include canceled or delayed flights, impassable road conditions, and skiing injuries. Though we truly sympathize with our guests when something unfortunate happens, there are not very many circumstances in which we can provide refunds or reschedule your trip. It is precisely for this reason that you should carefully consider purchasing travel insurance, especially if you’re traveling from out of state. Our company will offer travel insurance to you when you make your reservation and you may choose to accept or decline.

A: Booking a vacation rental is like staying at the house of a friend. In our vacation rentals you will experience significantly more space, privacy, or comforts that feel like home, including a kitchen and a location that is beyond what most hotels can offer. All this at a significantly lower cost than a hotel with comparable features. But these benefits bring different considerations than a hotel. More privacy means that most guests do not want daily housekeeping. We offer a check-out clean and, for an added fee, mid-stay cleans. We also offer a starter supply of some consumables, including coffee, paper towels, toilet paper and more, but these items are not restocked during a stay. A kitchen allows you to make home-cooked meals and guests will likely visit the store to purchase groceries.

Self-sufficiency is key to a happy stay in a vacation rental. We do provide housekeeping and 24/7 maintenance, but these are primarily for vacation rentals in between stays. Our staff services vacation rentals across several square miles, unlike a hotel that manages a single building. We have to strike a balance between cost and service, and have found that our current system has struck this balance as most of our guests are satisfied with their stays.

“Why is the cleaning charge extra? Why does it seem high?”

These are common questions and we have some answers. Hotels roll their housekeeping costs into their nightly rates. We choose to simply charge our guests the cost of a check-out clean regardless of the number of nights in their stay so our cleaning fee is broken out. The housekeeping staff for a hotel cleans the same type of room with limited furnishings in a single building. Dirty linens are returned to a location within the same building. Our housekeeping staff cleans homes, some with several bedrooms and bathrooms, across several square miles that are full of furnishings and extra items. Dirty linens must be returned to a centralized location within Summit County. A standard hotel room can be cleaned in fifteen minutes. A standard 2-bedroom vacation rental can take up to three hours to clean. To keep costs down and to increase efficiency, we ask guests to help our staff by loading and running the dishwasher and emptying the trash. This allows our cleaning staff to move through vacation rentals efficiently and helps to keep costs down.

Our hope is that our guests understand the difference between booking a hotel and a vacation rental. Together we can provide affordable vacation rentals and happy stays for everyone!

A: If you find a comparable vacation rentals listed with one of our competitors with a lower nightly rate for the same dates, then we will beat that nightly rate by 10%. The competitor rate must be an actual rate quote and presented to us before your reservation is made. General advertisements from a website will not be accepted. The 10% discount will be applied to the nightly rate only.
A: We have the capacity to accommodate over 400 guests at one time. Many of our vacation rentals are in the same building and in some instances right next door to each other. Please call us to discuss your large group needs.

A: We do not coordinate weddings, but if you are looking to save a lot of money on the exact same lodging that our competitors bundle in their “wedding packages”, then compare the price of a competitor’s wedding package to the total price of booking everything a la carte. When you do the math, you’ll find out you’re paying a premium just to purchase everything together in a package.

We do offer a 10% discount to brides, grooms and their wedding guests. Simply send us an email with the bride and groom’s full names and the date of the wedding and we’ll set up a promotion code that you can share with your guests. Just enter in the code while booking directly on our website to get the discount. There are few restrictions (e.g., if you’re getting married Christmas Day we can’t offer a discount) and those will be shared with you after you’ve contacted us.

A: You will enjoy the convenience of our 24-hour, no-hassle check-in system. After booking your stay with us you will receive emails from our Guest Information Portal reminding you to log in and read the check-in instructions for your vacation rental. For most of our vacation rentals, you will pick up a keycard at a centralized location in Summit County and for others you will go directly to your vacation rental. It’s important that you know in advance what you need to do, so read those check-in instructions! To check out of a vacation rental, make sure all doors and windows are secure, load and run the dishwasher and, if your vacation rental has them, leave your keycards on the kitchen counter. That’s it!
A: Check-in is at 4 p.m. and check-out is at 10 a.m.
A: Early check-ins and late check-outs are available if there is not a guest checking in or out of the vacation rental you have reserved. This service can be requested no more than 24 hours in advance.

If we can accommodate your request, our manager will contact housekeeping to put your cleaning either at the end or beginning of the cleanings for the day. Due to the complications this causes with our housekeeping schedule, we do charge a fee, but rather than charging you for an entire extra day we only ask that you pay for the extra time that you need. To check in at 1 p.m. the fee is $20, and at 10 a.m. the fee is $35. To check out at 2 p.m. the fee is $20, and at 6 p.m. the fee is $35.

A: We do not take security deposits. When you reserve your stay, you pay a down payment that equals 50% of your total amount due. You will acknowledge that you accepted our rental agreement and provide us with a credit card number. No less than 30 days before your arrival, we will collect the other half of the booking total. Your credit card information is kept on file until you check out of the vacation rental and it has been cleaned. This process is quick and easy.
A: We believe in maintaining the integrity of the vacation rentals we manage. Please be aware that we hold guests accountable for unreasonable wear and tear or damage. We do not take security deposits. When you make your reservation, your credit card information is kept on file until you check out of the vacation rental and it has been cleaned. If there’s any damage to the vacation rental, you will be contacted and your credit card will be charged to cover the cost. Remember you are the guest in someone’s home. All we expect is the same courtesy and respect you would show a friend if you were staying overnight.
A: Over the last few years, most online travel agencies have started to charge an additional fee to guests. Our company has no control over this fee and we find this fee to have little merit or benefit to our guests. If you do not want to pay this fee, you should book directly on our website. You will always pay the lowest total cost by booking directly with us on our website.
A: This fee is also known as a processing fee. It includes a credit card processing fee of about 3%, property amenities, government sales tax compliance and submittal, business license, keycard acquisition fee, bad debt collection activities and cost of living adjustments. This fee is charged in the same way that taxes are charged. All management companies charge some version of this fee and call it something like a Resort Fee. Our fee is the lowest of any competitor that we are aware of. Some competitors charge more than double the fee we charge.
A: The cleaning fees start at $49.99 and go up from there depending on the size of a vacation rental. Every vacation rental we manage is professionally cleaned after every stay, and each is stocked with linens and an initial supply of toiletries and kitchen items that include toilet paper, shampoo, conditioner, dish soap and paper towels. Please review the amenities of the vacation rental you reserve for a more complete list.
A: Our goal is to be up front and straightforward with our pricing. Many of our competitors build the costs of having vacation rentals professionally cleaned into the price of their nightly rates. Here’s the problem: The cost of cleaning a vacation rental is the same whether a guest stays two nights or ten nights. So you either pay for the service once, like you do with us, or you pay for the same service each night of your stay. The savings really start to add up the longer you stay with us.
A: The cost of your reservation includes stocked accommodations and a full-service professional cleaning after your stay. You may see that some of our competitors include daily cleanings as part of a guest’s stay. Often this “daily cleaning” is little more than a knock at the door offering fresh towels. It is your choice to decide how much that is worth to you.

If your stay is four days or longer, upon request we will refresh your towels at no additional charge. Towel Refresh services take place between 10 a.m. and 5 p.m. daily.

If you wish to have additional cleanings, we offer Light Cleans and Mid-stay Cleans. We will be happy to arrange this at an additional cost and with at least 24 hours notice. (This service may not be available during the high season.)
A: Bed bugs are small insects that often find their way into luggage and then spread into hotels, vacation rentals, and homes. They are a part of life in the same way that all insects are a part of life. Though it is uncommon to have bed bugs in one of our vacation rentals, it is impossible to avoid this possibility 100% of the time. If bed bugs are reported in any of the vacation rentals we manage, we immediately take steps to remedy the situation. These steps include breaking down all beds and bed frames, removing and sanitizing all sheets and towels, spraying all flooring, furniture, mattresses, box springs, pillows and other items. The spray that is used is non-toxic to mammals but kills insects on contact.
A: Our refund policy:

For cancellations more than 120 days from the time of check-in there is no penalty. You will be refunded the total booking amount.
Cancellations more than 90 to 120 days from the time of check-in: 10% of the total booking is retained.
Cancellations 45 to 90 days from the time of check-in: 25% of the total booking is retained.
Cancellations 30 to 45 days from the time of check-in: 50% of the total booking amount is retained.
Cancellations 30 days from the time of check-in: Only the cleaning fee is fully refundable. All other charges and fees are non-refundable unless the vacation rental can be rebooked. If a rebooking occurs then a refund will be provided based on the new booking amount. Rebooking fees apply.


We realize that sometimes unforeseen circumstances arise. If you contact us and describe your extenuating circumstances (e.g., lost job, illness, injury) we will attempt to re-rent the vacation rental to another person. If we are able to re-rent the vacation rental then we will refund that amount to you minus a 30% administrative fee.

We offer travel insurance through CSA Travel. This optional coverage cost 6.95% of your total reservation and we strongly recommend purchasing this coverage to help protect against unforeseen circumstances.
A: The answer to this question depends on several factors. Generally, if the thing that you are dissatisfied with is not something within our direct control, then we do not provide a refund. This includes things like weather conditions, noisy guests, acts of God, the operating hours of other businesses, homeowner association maintenance work and more. If you are dissatisfied with something that is in our direct control, such as the quality of the cleaning of the vacation rental you are staying in or the maintenance of the interior of the vacation rental you are staying in, then, depending on the specific circumstances, we will provide one of the following remedies at our discretion: a) perform the necessary work to eliminate the issue, b) provide a partial refund that is appropriate based on the severity of the issue, c) move you to another vacation rental, d) remove you from the vacation rental and provide a full refund for all unused rental time.
A: It is our policy not to negotiate with people of “bad will.” If a guest threatens to slander our company online if we do not provide them a refund, we will not negotiate. Even if the root issue is legitimate, we will not give in to threats. We would rather deal with the slander than encourage someone to be rewarded for doing something vindictive. We will, however, attempt to find a “good faith” resolution to any issue that a guest presents to us in a reasonable and non-threatening manner.
A: We really want you to be happy during your stay with us! We provide several ways for you reach us if there is an issue in your vacation rental.

  • Call or text 970-368-4800.
  • Email coloradorentals@scmountainretreats.com.
  • Use the “contact” form in the Guest Information Portal.
Please understand that we have to balance the level of service we offer with the amount that we charge for your vacation rental. We are not the Ritz Carlton. We do not pay employees to sit at a desk all night for the occasional call at 2 a.m. This level of service would add quite a lot to the cost of your rental and we don’t believe that most of our guests want this extra expense. We do provide 24/7 emergency services, but response times are not always immediate, especially late at night. We also provide non-emergency services 7 days a week, and these are prioritized based on need. Depending on the severity of your particular issue, we may respond within minutes or it may take a few hours.
A: All of the vacation rentals we manage have wireless internet. These services are provided at no extra charge and as a courtesy to you. We are unable to guarantee 100% uptime of internet service.

Most of the vacation rentals we manage do not have a telephone. We have found that virtually every rental guest has a cell phone and landlines are rarely used.
A: All of the vacation rentals we manage have cable TV. In most cases there will be approximately 60 channels plus free HBO. The majority of our vacation rentals have large flat screen TVs as well. Please check the advertised information for the vacation rental you want to reserve for details regarding the type and number of televisions.
A: The vacation rental we manage are not all owned by the same person. We work with many different homeowners, and each one has different motivations when it comes to renting out their second home. Some want to maximize rentals, while others want to keep their vacation rental available more often for their own personal use. Additionally, we are not providing a standardized product like hotels do. Some vacation rentals have ski slope views while others have scenic views that include a highway. Some vacation rentals have been upgraded with high-end furnishings while others provide quality basics. Penthouse vacation rentals offer vaulted ceilings while a ground floor vacation rental provides the traditional ceiling height.

We also price our vacation rentals based on market demand. If a vacation rental has a small gap between two reservations, we may drop the price so as to fill that gap. We don’t try to set the market. We believe it is our job to understand the market and price accordingly.
A: Call us and we will assist you 24/7 in regaining access to your accommodations.

In the event you need emergency assistance due to your negligence (e.g., late night forgetfulness due to consumption of adult beverages) we may assess a trip charge. We don’t like getting out of bed at 2 a.m. to help someone figure out how to use their keycard.
A: You are renting directly from the private owner of the vacation rental. Our company is the representative of the owner. We owe a fiduciary duty to our clients.
A: If there is a disturbance during your stay, you should call 970-496-4000 to be connected to Keystone Security.
A: No. Please be aware that smoking of any kind may result in the immediate termination of your stay without refund. If there is any evidence of smoking inside a vacation rental or outside on an attached balcony, patio or deck, you may incur a $600 fine.
A: In most cases, pets are not allowed at any of our vacation rentals. Please be aware that bringing pets may result in the immediate termination of your stay without refund and a $300 fine per an HOA policy. Please do not be angry with us. We think it is silly that moose, bears, elk, foxes, and people are allowed in the resort, but not dogs.
A: No. Emotional support animals are not allowed under any circumstance unless the vacation rental allows pets. There are no generally accepted definitions of this term and there are no requirements for accommodation for this category of animal. Statements from doctors, veterinarians, trainers, or any type of identification card or certification will not induce Summit County Mountain Retreats to waive the “no animal” requirements of any vacation rental.
A: Animals that meet the strict definition of a “service animal” by the ADA may be allowed in certain vacation rentals. Most vacation rentals that we manage are private residences and are not subject to ADA requirements. Before any service animal is considered, the owner/handler of the animal must sign a statement attesting to the status of the service animal and the animal must be presented at the time of check-in for evaluation. In addition, many vacation rentals are managed by an HOA and the owner/handler of the service animal will have to comply with the HOA’s requirements as well. If an unapproved animal is brought to a vacation rental, the guest and animal will be removed and no refund will be provided.
A: Please complete this document (link coming soon). Please note that some vacation rentals are managed by HOAs with their own requirements. If this applies to your vacation rental you will be given the contact information for the HOA.
A: We are happy to provide you with recommendations, and in some cases provide discounts, on local attractions and services. Our guests get discounts on ski rentals, grocery delivery, transportation and restaurants. Please visit our website and navigate to the Discounts section for more information, or call us for personalized help. Don’t forget, Mountain View Sports is right next door to the building where our office is located and offers all our guests a 25% discount on rentals.
A: Discounts on lift tickets are all the same as long you do not buy at the ticket window. Buy online at least two weeks in advance or at the grocery store kiosk. We don’t sell lift tickets because we can’t offer them at any more of discount than you can get on your own.

Visit the Lift Ticket section of our website for more information on how you can get the best prices.