I’m a single mom who saves for a long…
I’m a single mom who saves for a long time to take my son on special vacations. Unfortunately, this stay ended in a way that caused unnecessary stress and completely overshadowed our trip.
Our flight was at midnight and checkout was at 10 a.m. Late checkout was only offered until 2 p.m. for $50, which didn’t work for us, so I paid for an entire additional night. I expected a smooth and stress free departure.
Communication was terrible from the start. I was placed on hold for over 20 minutes, and no one ever told me that my key would stop working or that I needed to get a new one.
After leaving for a couple of hours, my son and I came back to pack, eat, and get ready for our 5 p.m. shuttle. Our key did not work. We were locked out in freezing temperatures with food, luggage to pack, and a shuttle we could not miss.
I had to call multiple times, and it took over 30 minutes for someone to arrive and let us in. The stress this caused, especially with a child, was completely unnecessary.
On top of this, the unit itself had multiple issues. It was extremely cold inside, and even with the heat and fireplace on, it never warmed up. There was a very loud, constant noise in the room, possibly from the heater, that made it nearly impossible to sleep. The unit also smelled musty and stale, and brown tinted water came out of the sink, which was very concerning.
Despite these issues being clearly unacceptable, Summit Cove refused to accommodate us in any way. I wasn’t asking for a full refund. Just some acknowledgment or care. The manager wouldn’t even speak to me.
Keystone is wonderful. Summit Cove is not. I would never stay with them again. Even some of their own workers said it’s the worst company they’ve worked for, which sadly matched my experience.