The Guest Experience

At SummitCove, we realize that when it comes to the most important aspect of running a business, there are few that rank higher than how a guest is treated. There’s no denying that providing a clean property is a vital part of renting; but the way our guests are treated and dealt with distinguishes us from all the rest. This aspect of property management is one that SummitCove takes very seriously. Renting a property is only the initial step; creating loyal, returning customers is our main goal.

Our Guest Services team is made up of experienced and personable individuals, here to enjoy all that Keystone has to offer, and share that excitement with our guests. When a guest makes a reservation, either online or through one of our skilled sales agents, they embark on a simple and seamless process of renting one of the best properties in Keystone. We work to put our guests at ease from the minute they reach out to us, through the end of their stay, and beyond. Prior to arrival, our staff call guests to make sure they know where they are going, answer any questions they may have and ensure they have everything they need for their upcoming visit. Upon arrival, they are greeted warmly by our knowledgeable front desk agents who assist with check in, direct them to their property, answer any questions, and offer suggestions and local tips.

The last thing a guest wants is to arrive to a lockbox that doesn’t work, or call a phone number to reach a voicemail. To prevent this, our front office is staffed 24 hours a day during our busy season, and no less than 12 hours a day during the off season. When the office is not occupied, we have a staff member on call in Keystone 24/7, available to help with any guest needs at a moment’s notice. If a guest needs assistance, someone is there to take that call and address any issues that arise, either over the phone or in person.

And our customer service doesn’t stop just because they leave Keystone. Each guest receives a satisfaction survey upon departure, asking them to rate all of our services, the condo they stayed in, and their overall experience, with ample space to provide detailed comments. This feedback is logged and given to each department in order to continue to improve the experience we provide.

At SummitCove, providing an exceptional experience for our guests is our top priority. We empower our Guest Services department to go the extra mile whenever possible, to WOW our guests and make their trip to Keystone one to remember. And if we’ve done our job right, a one time renter will become a life-long customer! We invite you to experience the difference our guest services makes!