This review is about the guest services ticketing, specifically the purchasing of lift tickets and ski rentals. I am so disappointed to report that I had a horrible experience with guest services and securing my lift ticket--the customer service of the people running the ticketing at Navajo Express is below average, and they NEED a HUGE training about how to be friendly and helpful. Which is so sad, because Brianhead skiing has been the most family friendly skiing I have ever seen. We brought our two young children here for spring break, and had the BEST time on the beginner runs. We were having such a good time after our first day, that we decided to extend our lift passes. I went in to guest services and asked to purchase another ski pass for tomorrow. The young woman at the counter was surprisingly very unhelpful, she said if I wanted to do that, I could do so online. I then said I would also need to renew my ski rentals. Again, she said to just do it online. It was as if she didn't want to help me! Here I was trying to PAY for more services, and she wouldn't do it! It gets worse. I went back to the lodge that night and tried and extend my pass and ski rentals online (like she told me to), and the website interface wouldn't let me select the $75 full day ticket I was trying to purchase. All in all, my husband and I both tried "to do it online" as directed, and neither of us could get it to work. (And please note, we are both working millennials with young kids, we are pretty tech savvy). We decided I could go back in to guest services in the morning and purchase it then. WRONG. I went back to guest services the following morning, and the price had jumped to $100 for the full day. I went to guest services and explained the whole situation, and asked if I could please still have the $75 lift price I had tried to purchase the day before. And again the guest services ladies absolutely refused! I told them I had tried to purchase it from them yesterday and that I was directed to do so online. They told me if I couldn't provide PROOF that that was the lift price the day before, then they would not give me the lower price. I was baffled! Then upset! I showed them my browser history, but they said if there was no screenshot, they would not give me the original price. I ended up having to pay for just a half-day lift ticket at full price. Not the full day 75$ lift pass I originally wanted and tried to purchase. This is the most amateur customer service I have ever seen. I wasn't lying or trying to pull a fast one on them, I was a young mom trying to take my kids on the bunny hill, and they were unwilling to help me, understand me, were not apologetic. In fact, they seemed bored and annoyed with me. I imagine that at many other resorts they would have listened to me, and with a click of a button could have gotten me the original lift ticket I had tried to purchase the day before. Honestly, this experience completely ruined my day. I tried to have a good attitude on the slopes with my family afterwards, but due the downright rudeness of the ticketing agents, and their unwillingness to help me in my situation and do what was right-- I just had such a bad taste in my mouth for the rest of the day and it was really hard to shake. The people doing the ticketing at the lifts should be taught that they can make or break a skiers experience. If they had just let me purchase the ticket at the original rate, or even just took the time to help me buy a ticket the first time (which is their job!), I would have had absolutely GLOWING reviews of Brianhead resorts. The slopes were seriously amazing, the best skiing I have had in a long time. But because of this completely unnecessary and unhelpful ticketing staff, this place gets 1 star. I hope management reads this someday, and remedies this via some training and reminding ticket agents to trust and support their skiers. At the minimum, sell them a ticket when they ask for one---and not tell them to...
Read moreSmall but moderately enjoyable "value" ski and summer resort. We have skied and ride 1-2 days per year the last few years in January or February. They typically have well groomed trails and some steep trails that turn to bumps. There is not much vertical or steep terrain, so we are bored of doing the same runs after two days. There are lift lines for the best lift-the high steps quad- but they are not usually more than 10 minutes at worst on a Saturday and Sunday; however, the line control is often lacking so it encouraged people to cut in line. We were mostly satisfied over all, but would not stay more than two days.
I would give the mountain, scenery, resort and facilities four stars, but the pricing policies, ticketing issues, lack of lift line management, and overall feeling that skiers and riders are tolerated because they provide money drop it two the stars. I am concerned about the planned growth of the resort that was recently announced. I appreciate the need for more terrain, but I expect that the prices of everything will also increase, making the resort less affordable, like so many other resorts in the country. Hopefully, the remoteness of this resort will keep it from growing too much in size, cost, and crowds.
There reloadable passes were in need of tlc. The first set did not work, and the second set worked for the first day and not the second. In the end, we had to wait in the lift ticket line at least three times and they gave us a regular pass.
Refund policy is strict. Make sure you have your correct dates. This makes some sense for lift tickets, which are reduced quite a bit when purchased in advance. For equipment reservations, there is no benefit that I could see to reserving since the price is not reduced, there are no refunds, and the reviewers here indicate that they rent out equipment first come first serve, so they could run out of your size (size is not requested in reservation either).
Their mountain bike park was under reviewed, so here is my thoughts. We loved Little Glitter blue trail, but so did most of the rest of the riders. Fortunately, there was not many people there even on a beautiful summer Saturday, and we almost never had to wait to get on the lift. They could use more intermediate trails with nice flow like Little Glitter. We did a few of the advanced trails like Lil Gritty, Timberline, and Tanks Track which we enjoyed but most of the technical obstacles are rocky steep sections, which are enjoyable as a challenge but do not have flow. The beginner trail Color Flow was enjoyable and had great flow with the occasional need to pedal up. Overall, we had a blast mountain biking - I enjoyed it more than snow skiing here.
2022 update- the trails were damaged due to water or snow and not as good as in 2021. They needed to do some trail maintenance.
We paid to ride the lift in summer with our kids and did the treasure hunt on the next day, which was perfect for kids age 6-12. They had a great time, including with the prize at the end!
The outdoor ice skating rink is picturesque with little tree islands in the middle. We have done it twice. Both times our kids lasted about 45 minutes, which is when they kicked everyone out to smooth out the ice with their Zamboni. It was fine because our kids were done, but it would be a pain if we had just got there. The rink is small and can be crowded. The kids appreciated the beginner ice walker things to learn on. $25 per person was a little high though.
The tubing hill was $25 per person too. There are free hills nearby, but you have to walk up. We chose to make our kids walk for sledding...
Read moreSo disappointed with this resort all around. This is really long but a pretty thorough review of our experience:
The terrain is pretty mellow. Would probably be great for kids and learning, but for our group we were pretty bored on the trails. The two largest lifts were closed the day we went even though the website that morning said all lifts were open. They had been having mechanical issues with the same lift the day before as well. They should have updated their website to reflect that.
The lifts are so spread out that you can’t just easily cruise from lift to lift. There were many times we had to hike to get where we needed. Probably mostly because the terrain is so flat you can hardly pick up the speed you need to make it anywhere. And I love speed. I have never had this problem at any resort. There was a group of people clearly rushing to get to the lift to make it to the other side of the mountain before the lifts closed, and we showed up with a minute to spare and they had already shut it down, forcing us (and many others, including families with little kids) to have to wait for a shuttle ride. Normally lifties are pretty forgiving and will give a few minutes if they see you racing. Nope. Not here. They shut it down early instead.
They say the shuttles “run every fifteen minutes” but we waited 45 minutes for it to arrive to pick up our group. The drivers are busy, they don’t even work for the resort and are ran by the city, and you have to text them to let them know you need a ride. Not a single employee told us any of that info, yet a few of them told us they come every 15 minutes to take you to the other parking lot. Grateful we were waiting with people who knew to text because otherwise we would have been waiting for probably longer than 45 minutes. Sparked up a convo with a nice man on the 20 minute shuttle ride and laughed about how our first experiences with this place was about the same.
The hwy to get there was closed, which was also not updated anywhere. We had friends recommend which way to go to avoid road closures because they have been going frequently, and when we got there (20 min from the resort after already driving over an an hour) the road was closed. There were two other vehicles there equally surprised, because they too had recently used that hwy (within the last month or so). There were no warnings, no updates, no email, nothing to tell us that road would now be closed. We had to back track 2 hours to drive all the way around to get there. We missed the first half of our day and they refused to do anything for us except change our passes to be good for the next day. We came down from Idaho so that wasn’t an option. They said they had received a lot of complaints about that and were still not offering any reimbursements or solutions for our situation.
The staff had so little communication with each other that we were given different answers by multiple employees about many things. The staff really didn’t seem to care much about their customers and were clearly just there to get paid and go home. There was one lifty who actually spoke to us and recommended runs and seemed pretty cool, but aside from him everyone else seemed to not care.
Overall incredibly disappointed with this resort. Will absolutely not waste my time or money on this...
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