GoSnow — Attraction in Kutchan

We were 15 minutes late for a morning group lesson because getting our rental ski equipment took longer than expected. GoSnow refused to let us join any of the groups, and would not even let us practice on our own on the beginners area (gosnow has blocked off the only decent place to practice for beginners). They told us that we could go ask the people at the gosnow desk about rebooking, and when we did they told us no rebooking and we forfeited our approx US$300 for our group - even though I told them that we are here for a week and can be flexible in rebooking. They did, however, offer to book us later this week for an additional full price fee. So it’s not that they don’t have the space. I’m sure legally there is fine print that allows them to shaft customers like this and show no flexibility, but it is terrible customer service. Later in the day we had booked private lessons from another company - we had to go to another area because the GoSnow people literally kicked us out of “their” space (again the only place for beginners to practice). Niseko should end its contract with GoSnow as they are monopolizing the space to the exclusion of other companies and beginning skiers who don’t pay GoSnow (or in our case who paid them but were rendered no service). Unfortunately we prepaid for a whole day of lessons tomorrow with this company and cannot cancel, so we will see what the next chapter of this saga brings. On a positive note, we rented our gear from Grand Hirafu and the team at the Annex by the gondola were outstanding and extremely helpful. Also our private lesson from HME Japan was great once we packed up our gear and our instructor and drove to the other site. Niseko is beautiful and an amazing winter wonderland. Other than the GoSnow interaction, we had a great day and really progressed skiing thanks to our instructor in the afternoon. I’m sorry that we booked this company, but everything else here is incredible!

Update: we went to the second day of lessons we had booked. The group we were in had a broad range of abilities, so the first half of the day we were more or less on our own as the instructor focused on one of the people that was having more trouble getting started. However in the afternoon the instructor focused on the part of the group that was more advanced so we got more instruction. The instructor was excellent and very helpful and clear once we got time with him. The instructors - mostly kids from around the world - are obviously here because they love skiing, and the other ones we interacted with throughout the day were also friendly. I just hope that the company management doesn’t treat its young employees like it treats its customers. Still no rebooking or refund offered for the...

Bad customer service.

My wife and I booked 4.5 days of private lessons separately. Each of us takes one of our kid. Getting a good coach is always a hit or miss thing, so I am complaining about the quality. But one coach always ends the lesson 30mins early (I paid for 6 hours), and he told my twelve year old daughter to ski back to the hotel alone without any supervision. I did send my complaints in the feedback email but never got any reply.

On the fourth day, the kids joined group snowboarding lessons because they wanted something new. I joined an adult group lesson. Since my wife’s private lesson starts 30 mins earlier than my group lesson, I asked the instructor to bring me (skiing) to the meeting point, because I don’t how to get there by skiing. Well, English isn’t his first language, I figured he didn’t understand my request when I still haven’t reached the meeting at the assigned time, and prompt him again. He started escorting me to the meeting point, at the same calling his supervisor about where my group is going. Well, I missed the group when we arrived, his supervisor suggested me to get a refund or schedule to another class at the customer service. No complaint to my coach, he tried his best and even accompanied me to the customer service counter. But the arrogant receptionist and her manager refused to give any alternative solutions. They would not let me rejoin my group. Only reiterate that I have to forfeit the ¥20000 I paid for my lesson. After further pursuit, they said they can allow me to pay extra on top to upgrade it to a private lesson (contradicting himself that forfeit is the only solution). Then again they say all lessons are fully booked the next day.

So it’s ok for Gosnow to end my lessons 30mins early (two consecutive days) without compensation. But it’s not ok that I was late to their lesson, despite it’s a mistake of their staff (again no complaint to the coach). I paid a total of ¥775000 for the lessons in this trip and I do come back every year. The arrogant manager said he doesn’t mind losing a customer over ¥20000. Well, I don’t mind spending it...

Attending the level 4 class with GoSnow made me injured which shouldn't have happened.

At first, I already informed the instructor, Josh, that this would be my first time skiing after two years so that he should be prepared. Towards the end of the class, he intentionally brought us to bumpy areas covered with ice and i slipped a bit. I saw other skiers went another way on the left side so I decided to go that way and made me fall from 50-80 cm cliff. I heard my knee popped. My head knocked on the floor and my goggles fell off.

After I fell, Josh didn't care much to help me until one of the skier passing by help me. Then, he came to help. I already told him I was not ok because my knee hurt badly. He still then brought me down a black slope with the group (which I only knew after I came down that it was a black.) I tried my best to come down with pain and luckily I did not fall.

Even though Josh was trying to find ways to make up the class on the next days if I could not attend the afternoon class, he seemed to have very little knowledge about ski injury and care. He should have suggested to go to first aid or helped me to come down the slope more than this. So it was actually me who asked for the direction to first aid care and all he did was just pointing me the way and I had to make all my way there.

The doctor diagnosed that I have ACL and MCL injury, grade 2, and asked me not to ski until I recover.

I planned to ski for the next four days in Niseko but all I could only do was to visit clinic and make appointment with doctor for MRI when I return to Thailand. I cannot walk properly and it will take 4-6 weeks for recovery, not to say a possibility for operation.

I am very disappointed with the standard of taking care of students of the school, considering Niseko is a world class ski resort.

I requested for a full refund of the class fee but what I could only get is a travel insurance claim letter to claim from the insurance company for the afternoon class as I booked a one...