Don’t get tricked like I did! Sneaky hidden fees & lousy management. I stayed here for a quick overnight stay (around a 14-hour staycation from Denver). It was a reasonable price which is why we decided to stay. We used two wine glasses and hand towels - and washed those before leaving per checkout instructions. When I see my credit card charge, it is more than double the nightly rate. I called to ask what this charge was and was told there was a $150 cleaning fee added to all reservations. I booked through booking.com and never saw a mention of this charge when booking. I explained that I only used wine glasses & towels and washed those myself and asked if they could make an exception for this charge given the circumstances. I was told by the Vacatia representative that there was “nothing they could do since I booked through booking.com and would have to go through them.” Then, when I tried to contact booking.com, there was no ability to contact support or submit a dispute (photo attached). It’s clearly a circle of businesses hiding behind each other, so they don’t have to address customer issues. It’s unreasonable to be charged $150 when I cleaned the place before I left (and it wasn’t even that clean to start with), and unacceptable that there is no customer service or ability to resolve an issue if it arises.
The overall place was fine- there is a mountain view from the top row of buildings, and I had plans to bring friends back to do weekend stays (we live in Denver), but this experience has left a terrible taste in my mouth. The TV in the main bedroom was broken, so my husband and I slept on the pull-out couch. I didn’t even want to use the coffee maker bc it didn’t look like it had been adequately cleaned. All this is maybe acceptable for a $184 reservation, but I ended up paying $374 for a one-night stay in a less-than-mediocre facility.
It’s incredibly frustrating as a consumer not to have a resolution to a straightforward issue and for a business to conduct itself this way. I’d rather pay more to stay at a place that cares about their customers than give any money to sleazy these business practices. Yeah, you got my $150 this time, but you lost a good opportunity for future business.