Water House on Main Street by Vacasa — Local services in Breckenridge

Our group of five was shocked by our terrible stay and disappointed in the complete lack of customer service here.

After an uneventful first night, a major flood developed between our unit and the unit beneath us. Our stay was interrupted by maintenance technicians, who notified us that we would need to be moved to a new room once they started removing tiles and flooded one of our two carpeted bedrooms. Management ultimately refused to come assess the state of the room despite numerous requests to speak to someone in charge. There are multiple agencies involved in the management of this residence, and none wanted to accept any responsibility (Vacasa, VRBO, Waterhouse, Summit County Mountain Retreats). It seems that the ultimate responsibility lies with SCMR.

We were forced to stay in this unit for the remainder of our stay (several additional days) with random men in and out unannounced, soaked carpets, a partially non-functioning and deconstructed bathroom, fans running the entire time, etc. Management initially notified us nicer accommodations were available but we would have to pay additional money. As our complaints persisted, they notified us we would receive a refund - they ultimately offered us about $90 back on the worst $1,000+ weekend stay any of us has ever endured.

To make matters worse, we were treated with total disrespect throughout this ordeal. At one point we called the front desk to request more towels as their maintenance staff had used all of ours on the soaked floors. Their response was “we will see what we can do.” We were later handed a trash bag of towels.

Do not stay here if you want an enjoyable stay or value customer service. I should also mention they brought some pathetic room fans to address the entirely soaked carpets, which were still wet when we left. Moldy air anyone?

We come to Breckenridge monthly this time of year and will never again stay in this dump run by incompetent and rude people. Beaver Creek Resorts is much better for a similar price. We understood that the flood was an unavoidable disaster, but their response was simply...

We booked a week at Water House on Main #6108. We were told it slept 6. 2 Of these should have been on the sofa bed. When we arrived it was clear the sofa which was also the bed was totally broken. We reported it to the front desk and heard nothing! So night one slept on the floor. We then went to the front desk again and were told they would fix it. They couldn't as it was totally broke so we had no sofa for a whole week and had to sleep on roll in beds. We also had no where to sit after a hard ski day we couldn't light the fire as we had pull out beds in the lounge and we could sit and watch TV as we had no sofa ! Honestly management is a joke. We got offered a small refund but this was also a joke. Don at the front desk is useless and can't answer any questions or help he just nods and agrees and the GM Brian Sherman also promises things and then you never hear / see him again. The apartment is poorly stocked (Not enough glasses for more than 4 people !) No more than 5 mugs two which are chipped and the TV is from the 80's. Don't waste your money on Vacasa they re useless and don't stay in #6108. It overpriced and need's some basic love and attn. Such as shame as for a small amount of $$ this could be easily rectified. But they don't care they charge high $$$$ amounts and customer...

Checked in at 3:00 pm and spent over an hour in broken elevator and were unable to reach our 3rd floor room from parking garage. Finally had my husband walk up 4 flights of stairs at 10,000 feet elevation to call elevator up so we can access our room with our luggage. Upon arrival to room, fridge was set to 77 degrees and hasn't cooled off at all in 2 hours so we have no ice or access to our food storage. It is now nearly 3.5 hours later and still have no elevator access or fridge. Front desk is trying to now move us to different unit that has elevator access and fridge. You do not get what you pay for/expect in this unit whatsoever. Total disappointment and we will be expected to be compensate when we are able to speak with manager when he is available on Tuesday. Update It is now 7:30 pm, after checking in at 3:00 pm, we are finally settled in another room #5210. This new room, however, does not have 2 king beds that we actually paid for in room #5304. Since elevator is still not working, it is easier to walk up one flight of stairs versus 2. Our first night of vacation has been totally wasted and extremely frustrating, to...