Timber Run by Retreatia — Hotel in Steamboat Springs

Inconsiderate Greed and Extremely Poor Customer Service...really disappointed in this business run by CEO, Josh Marquis and his GM, Chris Balenske. We had reservations over the Christmas Holiday and what a nightmare. Started with SWA cancelling our flights and ended with Retreatia not calling us back to find alternative dates or a refund. We contemplated driving, extra legs of flights, alternative dates, and finally driving...then there were multiple government warnings about Avalanches and then Retreatia sent an email that there shuttle which is needed to get to the lift unless you want to drive everyday would be unavailable due to weather. We tried emailing, Airbnb, and even calling but to no avail...they hid behind their policies. If they would have called us back and discussed the situation we would have worked with them to find an alternative situation or other dates. However, Retreatia only wanted our money...they ruined our Christmas holiday as our children were extremely upset. How do you tell a child they aren't getting their gift because of a company's unwillingness to work with you. Things happen but a call would have been nice, shows the soul of a company, shows their lack of care, shows there are better places to entrust your precious time with family to. My advice read Retreatia's policies CLOSELY, know that if something goes wrong they will likely ignore you, keep your money, and you'll be left to fend for yourself. Regardless of the aesthetics, location, or price renter beware...there are better choices where they care about you and your family in Steamboat, find one. Check Retreatia's (the management...

This is specific to #308, Timber Run. It is managed by Vacasa, NOT Retreatia. No management on site, no one answers phone, even after DAYS of trying!! On your first day, the door code did not work, we found a number to call and it was someone overseas with difficult to understand language. We could not find the bus passes (required) as indicated we would. What a hassle. You CANNOT drop luggage on arrival day (if you arrive before 4pm checkin), NO one onsite to assist or answer phone. Unit has lounge seating for 5 adults yet promotes it sleeps 8 adults. We did find the upstairs bedroom to be excellent. Plenty of drawers, great shower pressure. Shower was very slow to drain. We would report it but no-one answers phone. Finally the common area pool & hot tub were very nice but there was black ice surrounding hot tub. An employee ? walked by and I brought this to his attention, he said "we know, the pump is broken". We are VERY lucky we saw this dangerous condition otherwise it was VERY slippery. No posted caution, no sand or anything to reduce the slippery condition.

Oh, each unit in this property is managed by a different agency. Our unit was managed by Vacasa, others by Retreatia. You find out the difference when you ask for "on-call" shuttle. Our unit did not have it.

We did like it but won't return to...

Worst travel experience of my life. Our unit (#107) at Timber Run is infested with bed bugs. We rented through VRBO and they will only refund us for the nights we did not use. My daughter is traumatized by the bugs crawling on her when she woke up.

Don’t stay anywhere at this property. Bed bugs spread everywhere. The whole place is probably contaminated.

Update as of 5:20 on 7/31: I’ve been told I’ll get a full refund at least. Brittany was very helpful. The people at VRBO we awful!

Update on 8/9: now we are getting a run around from Mountain Vacation Lodging. Not clear that we will get a refund AND I now may be on the hook for an additional $1000 in cost at the hotel we moved to. Worst customer...