VisitBreck — Hotel in Frisco

The property I stayed at and this company manages was easily 5 out of 5 stars, however I would attribute that to the owner of the property and not VisitBreck. I booked the property through Airbnb Luxe, which is seemingly a new partner for VisitBreck, as the communication between the two companies was lacking.

When looking for a place to stay I selected "pets allowed" as one of the criteria in Airbnb, this property showed up as allowing pets, and it also had no indication or line item suggesting that there would be an additional cost for bringing a pet. Note that I had previously booked another property through Airbnb in Granby, which had an additional pet fee, which I gladly paid as a separate item after booking because it was listed correctly according to the Airbnb guidelines, and as such not a surprise fee. Upon arrival, I received a text from the VisitBreck text service line indicating that they had been notified of a dog at the property and would require a non-refundable pet fee. I called into the front desk for additional explanation, the gentleman I spoke with explained to me that there is a pet fee, which I told him it wasn't listed on Airbnb, the site I booked it through, he also stated I never told them I was bringing a pet, which I in fact did tell the Airbnb "Trip Designer" I was bringing a dog two days prior to my arrival. I went ahead and paid the additional fee as I was on vacation and didn't want to argue this at the time.

After the trip was over, I reviewed the Airbnb guidelines about additional fees that weren't listed, and I requested a refund from VisitBreck through the Airbnb resolution center, which was promptly denied:

VisitBreck declined your request Ryan, if you look at the property rules it explains that pets are not allowed at this property therefor we do not need to add the cost of a pet fee. You also never told us about the pet that you were bringing. We normally charge guest $150 to bring pets so that is what we charged you.

This was the second time I was told that I never mentioned I was bringing a pet, which as noted before was false. VisitBreck expanded their properly to be rented through Airbnb Luxe, but they didn't validate the accuracy of the listing. At the time of the rental, the property showed pets were allowed, contrary to the above statement from the VisitBreck agent. They also make it appear that I should have been reaching out to them directly instead of through Airbnb for any discussion prior to my arrival, which seems backwards.

I then continued my discussion with the VisitBreck agent through Airbnb who said they would reach out to Airbnb Luxe as it was seemingly their fault. Airbnb Luxe never got back to them per the agent, so I asked for the "contract" listed in Airbnb that shows where I am to pay for bringing a dog, they could only show me a screenshot from some contract that wasn't on Airbnb's site and available to me, and could not provide a hyperlink.

I then called into VisitBreck and spoke with someone there who had trouble even understanding what my request was, and after explaining it she didn't think I would receive a refund, but said she would have someone in sales call me back. It's been three business days and I have yet to hear from anyone. This is all over $150 that wasn't disclosed as a fee, on a property that costs $550+ per night to rent. This is our first time to Breckenridge, and definitely won't be our last, but it will certainly be our last time staying at any...

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I would recommend this accommodation but not Visitbreck. They could really benefit from a...