Vacation Homes at Suncadia Resort, a Destination by Hyatt Hotel - Cle Elum, Washington

Jeremy C.

We stayed recently at a vacation rental booked directly through Suncadia. While there are other options to rent homes in the area, we chose to pay the premium booking direct for pool access and what we thought would be resort level service. We were sadly mistaken. We are now on the last day of a 7 day vacation we have split time with friends and family, and can honestly say we wasted over $7,000. Below are issues we experienced with our rental:||-day 1 for check in, the cleaning crew didn’t arrive to our house until right around our check in time causing significant delays getting the house ready from the previous guests. We also weren’t notified right when they left, and weren’t given the key or instructions on how to get in when they did. We also didn’t get responses to our texts(the resort’s preferred method of “communication”) asking how we can get in the house, or a call back from a voicemail left for reservations. We were left with kids needing to use bathrooms, newborns needing to get out of car seats and extremely fussy, and dogs in cars(we paid a premium and found a pet friendly home) while everything worked itself out over 2 hours.|-day 2: in an attempt to cook dinner in the house, we found both the oven and BBQ were so dirty that the house filled with smoke during a pre-heat, and the bbq was engulfed in flames from excessive grease, and we couldn’t use either. Additionally, the vent on oven doesn’t work so we couldn’t even find a way help get the smoke out of the house. We were promised someone would come by early the next day, but nobody came before 5pm the following day, and we had to go out again for dinner. This was the 3rd day we weren’t able to cook at a vacation home rental. Totally inexcusable as we brought food for the trip, and we are now out the cost of that produce as well. |-day 3- Windows in two of the bedrooms broke when opening over night, and we asked for them to get fixed so the upstairs was not hot for the infants naps. We also asked for an eta on cleaning, for some kitchen towels and bath towels, and for trash to get picked up. Nothing happened as of 5pm on day 3 as well, and we ended up fixing the windows ourselves. Not what I consider ideal vacation mode fixing the house we are paying $7,000 to stay at.||After day 3, they did end up cleaning the BBQ and stove so we could cook, however responses to texts for simple things like toilet paper, picking up trash, and towels never really got responses. The resort gave us 1 night off our initial booking after the issues experienced 12 hours in, and $200 in resort credits which was nice, but never called back or responded to an email requesting dialogue with a manager.||We have been coming to Suncadia for 6 years, and this was by far the worst. I’m sure there are great homes here, as we have stayed at them before, but maintenance crews over the years have let things slip, and management has gone down hill. Book with caution as their “Satisfaction Guarantee” is an absolute joke. We are actually going to be working with our Credit Card company about getting credited back some costs it has been so bad and there has been minimal at best communication from the rental company.

Hyon C. Y.

This place would have been given a 5 stars if everything from our check-in process to check-out went smoothly. We reserved through the resort, you can also reserve through platforms like VRBO but you don't get access to the resort amenities. We were there with 5 families for a family reunion. Our family rented the 4-bedroom town homes (3660 Suncadia Trail). They were spacious, mostly clean, and had updated interiors and furnishings. We loved that each room had it's own full bathroom. We wished they had one bedroom downstairs to accommodate our elderly parents, the stairs were too steep and they needed assistance every time they went up and down. The kids room was excellent, we had one twin bunk and one fullsize bed bunk along with a t-pee.||||Now all the missteps:||1) The check in went horrible. We did not notice on the confirmation that check in is between 4-6pm. When you first glance at the confirmation you only see 4pm, you have to scroll down farther to see that it's actually 4-6pm. Management also confirmed this and realize that this has been a problem in the past. But when we tried to check-in early they told us to come back at 4pm, leading us to believe that we would check in that time for sure so we went to the grocery store and bought all of our food for the week. When we returned to check-in about 4:30pm, that is when we were told that they had until 6pm to check-in. They should have shared this with us in advance because our food sat in our car for two hours on a very hot day. We were given a later check-in at 6:30pm, past their window. Two other families we were with didn't check in until 8:30pm and we had to adjust our plans for our first night together. This was extremely frustrating as we had family from out of state and it ate up one night of our reunion.||2) Our tv, stove top fan, internet did not work. For each of these issues we had to call for assistance. While the tv and internet issue got resolved we were left with an extremely loud fan that we declined to have it fixed because it would have required them to be in our kitchen all afternoon.||3) Door codes didn't work twice||4) We made a housekeeping request for two sheets and blankets and instead received like 10 flat sheets and 5 blankets.||5) The amenities list that we would get a coffee bar. Come to learn that because the owner of the house supplied an espresso machine the hotel does not provide the right coffee pods so we had to go buy them ourselves. In addition, they told us we would have a bbq grill, but we didn't. ||6) We had construction directly behind our townhome and we were never alerted in advance. There was construction activity everyday with music blaring. This was extremely frustrating! Management didn't offer to compensate us for this mishap. ||7) Their indoor pool with the slides were closed and they only shared about a week before our arrival....again didn't receive any comp for this. That was one of the few things we had planned for our kids because the weather was extremely hot during our stay. They should have advertised this in advance so folks can decide if this is the resort they want to visit. ||||This would have been a great vacation had all of these mis-steps were minimized or better addressed by the resort management. There were just so many things that went wrong with our stay. A few mishaps are fine but it felt like every corner we turned, we had issues that we had to call assistance for. We paid $800/night so we expected more from an "award winning resort".

Mark C.

Beautiful grounds and amazing staff! Reed helped us with our rental and was exceptionally attentive to all our needs. We were hesitant upon reading some previous reviews but he walked us through the entire process, helped us set up activities for the kids, and made the whole process easy! ||We will definitely be visiting again.

Yesi L.

Derek D.

Craig C.