Trailhead Lodge

We chose this hotel for an anniversary trip and booked through Expedia, paying for travel insurance because we have children. The day before we were due to leave, our daughter woke up having trouble breathing and was rushed to the ER. We couldn’t risk the other kids getting sick, or leave our daughter in case she needed to go back to the ER. We asked for even a credit, but they refused. All four nights we paid for are gone. I couldn’t get anyone on the phone. Expedia kept pushing, and I also contacted Vacasa, which handles the bookings, but neither would help. I wish I could give this place zero stars. If an emergency comes up after you book, the whole cost could be lost.

There’s potential here, but the service and cleanliness were awful. Our flight was canceled, so we missed two days of the reservation, and after hours of trying to reach someone helpful, none of it was refunded. When we arrived, the garbage bins hadn’t been emptied and were full of used tampons and wads of hair. I told the front desk as we went out for groceries, but nothing had been cleaned up when we returned. Hours later I had to clear the previous guests’ garbage myself. Even hours after I reported it to Vacasa, it was still sitting outside our condo where I’d put it. The men’s locker room key didn’t work either. When we went to check out the fitness and game rooms, grumpy men in towels were stuck in the hallway, locked out. It feels like a money trap. The service is horrendous. I wouldn’t go back or recommend it.

I booked Trailhead Lodge apt 3110 for a trip less than a week away and was looking forward to it. Then I saw in their app that extra children weren’t allowed. We’d booked a one-bedroom for two adults and our four-year-old, which seemed ideal, but when I called to check, they said my child couldn’t stay. I spoke with Joanne at Vacasa, who told me to contact the third-party booking app, explain that they couldn’t accommodate us, and ask for a full refund. The app then denied the request. After countless messages and calls, the app’s representative took pity on me because I was in tears from the stress and frustration. They called Vacasa, which may have agreed to find an apartment that could take my four-year-old and said they’d follow up. I honestly doubt I’ll hear anything. I’m now five days from our vacation with nowhere to stay, because they won’t let a toddler share the room with us and won’t refund our money. What gets me is that they can get away with this. As another reviewer put it, “Do NOT book with these thieves who try to offload their poor policies on other companies.” Don’t book Trailhead Lodge until they get a better property manager. Not Vacasa.

We’d stayed at this resort four times, but after what happened in January, we’ll go elsewhere in Steamboat. We were there for six nights, and my ski was stolen from their storage area. The room was great, but getting help about the theft was a problem. Four times I was told a manager would come talk to us, and they never did. My ski was stolen, so I couldn’t use the lift ticket I’d paid for. What bothered me most was that staff said skis weren’t allowed in the room, then asked me to file a claim through my insurance when mine went missing from their storage. I’ve recommended this resort to others before, but I’m moving on to places that care about their guests. If you can’t trust your belongings to be safe while they’re in the resort’s care, why spend your money there?