Check in time is 4pm, and around 6:45pm we were easily able to get into the lockbox at SkyRun for our card keys. I was a bit concerned and surprised that their office was already closed so soon after the earliest it was possible for us to check in. Unfortunately, when we arrived at the condo the keys didn't work for the room, though they did work for other buildings on property (like the pool house). At 6:59pm we called the SkyRun number and connected to the emergency line. The rep who answered told us, "the keys should work." No kidding!! She put us on hold for 10 mins and then got back to us with info to "find the lockboxes that are by the dumpsters labeled SkyRun," type in a code, retrieve an emergency key, and to call back if we had more trouble. After driving around for awhile, the only dumpsters we found near lock boxes were not labeled SkyRun, and the code didn't work in them. At 7:35, my husband tried calling the emergency number again. For 5 solid mins, no one answered, and so he drove back to the condo. By this time, I had to walk my 3 young children to the pool house to go to the bathroom, with our suitcases outside the door to the condo. Finally, at 7:47 I got someone to answer at the emergency line again. This time, she connected us straight to a manager, who provided better instructions on getting an emergency key. But it's not acceptable that no one answers their emergency line for 12 mins, especially when they know a family is locked out. I was trying to find back up lodging and coming up empty at that late hour, so we were very frustrated, but I am glad that we were finally given access an hour after we arrived. To be sure, I'll be careful never to book SkyRun properties again. The first rep we spoke to was also extremely dismissive and seemed to have no idea what the area was like. They refunded our damage deposit two days early because of the trouble, and delivered working keys the next day. But the initial frustration and poor customer service we received at the beginning left a bad taste.
The condo itself was great, well appointed, pretty, and in a great location, so it gets an extra star for that. I'm grateful they provide a vacuum, because many places don't and our kids make lots of crumbs under the table - I was able to vacuum before we left, along with all the other cleaning requirements.