The unit needs to be inspected after guests leave. I know a cleaning crew comes in, but the unit should be inspected by the management company. There is a 6 hour window before guests arrive. The details matter. Upon arrival we had no ski locker keys and we did not receive a pool key until our last day. The radiator is falling apart. The cabinets and drawers in the kitchen are falling apart. The towel hook does not hang on the door correctly in the bathroom, it needs to be fixed. There are no chairs on the porch and no potholders in the kitchen. The fan is disgusting- it has not been cleaned. Finger prints on the TV and fridge, crumbs on the floor. There is a set of old blinds in the window that look like they would have fallen down if we used them. Something gross on the side of the couch.
Sending a text asking if everything is ok is not sufficient. No one wants to be disturbed while they are on vacation. Things should just be done. That’s what guests expect. We are paying money to stay in a unit that should be maintained. Unit should be checked and updated and things should be fixed when they are broken. The details matter.
Submitted on Apr 7, 2024
Response from Summit County Mountain Retreats
Thank you for sharing your much-valued feedback with us. We’re extremely gutted to learn that you did not have a positive experience! This is an uncommon instance as the vast majority of our guests trust us with their stay and enjoy their experience with us to the fullest. We’re extremely alarmed to hear that you felt cleanliness wasn’t up to par. Our attention to detail is usually exceptional but we apologize profusely for missing the mark this time! We treat cleanliness as one of our highest priorities, especially amid such a global outbreak where guests are all the more concerned about their overall well-being and safety. Taking a cue from your review, we will embark on taking a series of steps that will help resolve this concern of yours and ensure this unit is perfect for all guests and if there are ever concerns during a stay we love to be able to fix them by checking in with guests!
Great check-in experience. Made it fast and easy to pickup the keys and get in the room. Garage was great so we didn't have to remove ice/snow from the car. Loved the view of the lake and got my kids excited to ice skate. Good shuttle service to Keystone and good dining options. Big heated pool was great after a day in the snow.
Submitted on Mar 28, 2024
Response from Summit County Mountain Retreats
Thank you for your review! We are happy to see you got to enjoy all Lakeshore has to offer!
The space is modern and would be great for a family with no very young children. Had everything we needed to cook and great views of the lake. Proximity to the resort and the shuttle just out front were awesome.
Issues:
-There was a ton of snow (awesome of course) while we were here and our van didn't fit in the garage because of a storage cabinet. If you end up assigned parking space 8 like us and bring anything larger than a big sedan (we were in a Chrysler Pacifica minivan) they will basically tell you that you're out of luck and have to park outside.
-The heating never consistently worked while we were there, even after maintenance claims to have stopped by while we were out.
-At the time of our stay the listing said there was a folding crib and there wasn't one. Luckily because we were transferring to another rental without one after our stay here was over we had our pack and play for our 4-month old to sleep in.
-The broken chairs on the balcony mentioned by a reviewer in I think February '24 were still broken.
As mentioned by another reviewer with how much you're paying for these places you would expect better.
Submitted on Mar 21, 2024
Response from Summit County Mountain Retreats
We appreciate your feedback and are very sorry you feel as though you wouldn't recommend us. Parking within Summit County is very strict and in our rental agreement and the listing of the property we state there is only 2 parking spots for this unit. One of the parking spaces is in the garage, which is a standard side and is specific to the unit you rented. The second is in the open parking lot where you are able to park a taller vehicle. We were able to assess the heating issue in the unit and there is the conclusion with radiant heat take a degree per hour to heat to the desired temperature. When addressing issues like not having the pack and play, we would love to help you with this when guests bring it to our attention. Again, we appreciate your feedback, and your great ratings on our service, cleanliness, and location and hope you give us the opportunity to see how we can improve moving forward.
Location was perfect as the Keystone shuttle literally picked us up at the front door and were able to be to the lifts in 5 minutes. The property is well maintained, clean, and the description and guide book were accurate portrayals of the property. Would definitely stay here again.
Submitted on Mar 19, 2024
Response from Summit County Mountain Retreats
We really appreciate your perfect review! We will pass this along to our team and let them know of your praise and to keep up to good work. Your review means a lot to us and lets us know we’re on the right track!
This is a comfortable and nice place. However, you are away from the main lift and little town area. There are two restaurants, one gift shop and a bar within walking distance.
The shuttle system is nice, but doesn't run on the exact schedule they have posted. (not a big deal)
Overall it was a solid place to stay. However, it was a little annoying that half of the light bulbs were burnt out and the batteries in the TV remotes were dead. Easy fixes, sure. But for the prices these places charge, com'on. Also the garage door instructions weren't accurate and that caused some headaches.
Submitted on Feb 12, 2024
Response from Summit County Mountain Retreats
We are grateful that you took the time out to leave us a review. Your feedback helps us to improve service for everyone.
Loved the location of this rental and it comfortably fit 2 adults and 2 kids. My teens had a blast on the ice rink all night. Easy check-in, and we found the place and the parking easily. Only slight feedback for improvement -- coffee available was very old and undrinkable, but hot tip there is a coffee shop in the lodge down the path that opens early so you can caffeinate before skiing. Also, the chairs on the balcony were broken so we couldn't use them. Otherwise, no complaints and would definitely stay again!
Submitted on Jan 7, 2024
Response from Summit County Mountain Retreats
Thank you for your review!
We had a great time at Keystone. The apartment was just as advertised. Excellent location by the lake, bus stop right by the front entrance, private garage, etc.
Submitted on Jan 2, 2024
Response from Summit County Mountain Retreats
Thank you for your review!
My husband and I spent four nights and had a wonderful time. The unit is very clean and nice. The king bed was very comfortable. We loved the bathroom arrangement with the two separate wash rooms. Great views, great location for biking and hiking along river. We would definitely return. This was our 2nd stay in the building.
Submitted on Sep 12, 2023
Response from Summit County Mountain Retreats
Thank you for your review!
Best unit yet. Well appointed to maximize the space and remain uncluttered to feel roomy and spacious.
Submitted on Apr 11, 2023
Response from Summit County Mountain Retreats
Thank you for your honest review!
Amazing views, convenient location right next to keystone. Clean and warm. Will come back!
Submitted on Mar 13, 2023
Response from Summit County Mountain Retreats
Thank you for staying with Summit County Mountain Retreats! We appreciate our guests and recognize there are many options in the marketplace.
Had a good experience staying here and would recommend!
Submitted on Mar 5, 2023
Response from Summit County Mountain Retreats
We are glad you enjoyed your time staying with us!
Great condo with spectacular views over Keystone Lake and perfectly situated in Lakeside Village. It has everything you need for a great ski vacation and is right on the Silver shuttle stop to Mountain House base.
Submitted on Mar 3, 2023
Response from Summit County Mountain Retreats
Thanks so much for sharing your experience with us. We hope to see you again soon.
Amazing view and good clean.
Submitted on Feb 27, 2023
Response from Summit County Mountain Retreats
Thanks for your great review.
Everything was good except the pull out couch bed was dirty and we didn’t want to sleep on it so some had to sleep on the floor.
Submitted on Jan 29, 2023
Response from Summit County Mountain Retreats
Thank you for sharing your much-valued feedback with us. Had we known about that, we’d have gladly taken care of this right away. Nevertheless, we’ll surely communicate your feedback to our housekeeping team.
Had a great week. Need coins for laundry. No coin machines, says to go to the front desk. Girl at front desk was very stones, and said they didn't have change. Everything else was perfect.
Submitted on Dec 26, 2022
Response from Summit County Mountain Retreats
We are glad to hear that you had a great week staying with us. Our office does not handle cash so we are not able to provide coins. There are a few local grocery stores in the area that can provide coins if the laundry area does not have a bill changer.
We found this unit quite disappointing.
1. That unit needs to be purged of extraneous items such as pillows, blankets & extra fans.
2. The unit needs a deep and thorough cleaning!
3. There is a lack of storage for suitcases.
4. There are a large number of steel tractor seat stools in the unit which are not comfortable and should be replaced or at least reduce the number.
5. There are wires running up the wall to the TV. The TV is small and should be replaced with a TV sized for the viewing distance. The wires should be concealed within the wall.
The electric baseboard heat does not work, the fireplace does not work properly and one of the stove burners does not come on. We heated the unit by turning on the oven and opening the oven door.
The area rug under the coffee table is worn and dirty. It sheds fibers on your socks and should discarded.
The unit is in need of a remodel.
Submitted on Nov 6, 2022
Response from Summit County Mountain Retreats
We thank you for having taken the time to give us an evaluation of your stay. I’m very sorry to hear that your stay did not meet your expectations. All your comments help us improve our service.
Wonderful place to stay with an amazing view of the lake and mountains! The furnishings were very nice and the king size bed was so comfortable. Great location in Keystone.
Submitted on Jun 7, 2022
Response from Summit County Mountain Retreats
Dear Maria, Thanks for giving us a perfect rating and for recommending our rental to other travelers