Resorts West by Natural Retreats

"BEWARE. I wish I could rate with negative stars. Knowing how busy Presidents weekend is for skiing, we rented a high end home from Resorts West over six months in advance. Per the contract, we paid the balance in full 8 weeks in advance. The DAY OF OUR ARRIVAL we got a call from Resorts West with "good news and bad news". The bad news was that our home we rented was "unsuitable" for occupation. The "good" news was we were lucky that they could offer us a much smaller home (with less bedrooms and bathrooms). Resorts West stated that per the contract, they reserve the right to move you to a different rental property should they find the contract rental property "unsuitable" for occupation. We were not given any reason for what suddenly made the home unsuitable. We were at the airport on our way to Park City! Fortunately my husband had the wherewithall to call a different rental property company in Park City and he was able to rent a home that could better accommodate the size of our group. He then called Resorts West and told them that the contract indeed stated a different property could be exchanged but it had to be of EQUAL or BETTER quality AND SIZE and what Resorts West had offered was almost half the square footage of what we had initially rented and less beds and bathrooms. Resorts West agreed to refund our money. The next day we decided out of curiosity to drive by the original house and see if we could determine what might make a multi-million dollar home "unsuitable". As we pulled alongside the driveway, a man dressed in ski attire and carrying skis walked out the garage. We inquired if he was staying there, and he said yes. When my husband made follow up phone calls to inquire about not getting refunded immediately, he confronted them about the "unsuitable" property having occupants. The manager of Resorts West just said he had no idea about it and that he was just told the property was unsuitable. What a crock. Resorts West tried to back us in a corner and make us stay in a smaller home by waiting until the day of our arrival to pull our original property from under us. They breached our contract and they lied. Now I am going to write a glowing review of the company that was able to accommodate us the very last minute and were fantastic to rent from...."

"Terrible experience! When you pay over $900/night you expect clean accommodations, but that isn't what you will get with Resorts West. We stayed with this company last year and it was great. We returned this year at the same rate and were booked in a old condo (don't stay at Black Bear Lodge - it is so different from the pictures they have online) that had dried food on the couch, crumbs around the coffee table, hair on the sink, stained pillows and a bed that looked like it had been laid across. Upon calling Resorts West, Erin admitted it wasn't their best place (but they charged $900/night anyway). We gave them a chance to clean it up and returned after dinner to the same issues except they had cleaned the dried food off the couch. We tried to continue to get in touch with them and no calls were returned until another accommodation gave us the owners name - so we phoned him and then the management started being responsive. After 6-7 hours, they moved us to a house within "walking distance to main street" - we had paid for a ski in/out in Deer Valley. The house was also dirty - dried toothpaste on the sink and many long hairs in the shower. Totally disgusting! They told us we could move the next day to another ski in/out in Deer Valley but the next day they didn't return calls. We ended up getting accommodations elsewhere but lost a day and a half of our vacation dealing with Resorts West. The second day, the owner was unresponsive as well - management stated they didn't see the problems (hair, food on the floor, etc. for $900/night). Hotel Park City was AMAZING and accommodating to all of our needs for less money - an the housekeeping was great as well, exactly what you would expect when you are traveling away from home. Stay away from Resorts West - book through someone else!"

"WOW! That's all I can say about Resorts West. I was blown away by the level of professionalism exhibited by every person I came in contact with. Each Resorts West employee went out of their way to ensure we had the best experience possible. I was also impressed with the high standard Resorts West has for their properties. You won't find nicer accommodations in the US. If Utah has the greatest snow on earth, then Resorts West is the only place to stay to enjoy that snow! We'll be staying with you again!!!"

"We set out for a mountain get away and in the end got so much more!! The Silver Star property through Resorts West was amazing. The grounds were beautiful, the rooms impeccable, the staff curteous. We had every ammenity we could need and more. The rooms were clean and very tastefully decorated. The books and board games assured not a dull moment even for the kids. We had a nice time in Park City and it was really nice to be so close, while feeling worlds away all at the same time. I would not only return to stay in a Resorts West property again, but I would make them my first choice and will definitely use them the next time we head into the Park City area."

"My husband and I stayed at Empire Pass, an amazing property in the mountains of Park City. It was beautiful! The rooms were beautifully appointed and the scenery was fantastic. Resorts West personnel were pleasant, professional, well-informed and helpful. I have told many people about Resorts West with glowing reports! I will be staying again with Resorts West as soon as possible."