Montage Mountain Resorts — Attraction in Scranton

Yesterday on 1/23/21 myself and a group of friends had a horrible experience at the mountain and the mountain staff remedied their mistake with 15% off hotdogs. I needed to wait a day to write this review because I wholeheartedly understand what businesses are going through right now and had I written it yesterday it would have been pure anger but after much thought; now more than ever businesses need to appreciate the business they do get and show that with top notch customer service.

On 1/4/21 I contacted the mountain and reserved a private tent for myself and my group of friends, I came into town from Philadelphia to give a “back home, local business” my business. On that call I paid in full $200 for said tent and I was told tent 1 would be reserved all day for us. *should you still move forward with renting a tent after this review - ask for a confirmation email; I had luckily text my friend the second I got off the call with the mountain and said “tent 1 secured for 1/23.”

Upon arrival my friend checked into the ticket window and said we are here for our reserved tent under my name and the employee said do you know what number you are so she responded with tent 1, he said you are good to go and set up, so we did.

Upon our second run on the mountain we noticed people near our tent/on the benches we didn’t think anything of it as many groups were settling in but then when we got to the top again people were going in and out of our tent so I approached them. At that point I explained I had reserved and paid for this tent and the attendant said this is the owners tent you need to move your belongings, mind you there were only two of us as our group was down on the slopes. Myself and my boyfriend had to relocate all of our belongings to tent nine, on the opposite end of where we were initially told to go with absolutely no volunteer to help from the employee. Instead of just owning up to the mistake and asking the people who arrived 1.5 hours after us to utilize a different tent they forced us to move.

After moving our belongings to a tent that did not have a fire started we sat in a smoke filled fire for about 2 hours until the wood dried and got going. A woman named Michelle from I’m assuming guest services approached our tent and I explained the situation to her, while very kind and understanding she told me “I’ll take care of you guys just give me a minute and I’ll be back” so we waited - wasting more time not being able to be on the slopes and upon her arrival she apologized again and said we are going to give you 15% off food! Well, I’m a vegan and they had no food to offer me. What they should have done was extend out lift tickets until close, we only purchased tickets to go until 4PM, a lift ticket for a future visit, or honestly a couple drink vouchers would have been appreciated more than something we didn’t even utilize.

I grew up going to JFBB and I can assure you I will never spend another penny at montage.

*please note that the tent they relocated us to, as stated, did not have the fire stated like tent 1 did when we arrived, it was riddled with trash on the inside/not properly cleaned when the previous renters were done, had less chairs, cracked pallets that caused a splinter in my finger, and when I made the reservation I was told the tents were for 6-8 people; the “owners” tent people that forced us to relocate all of our belongings was a group of about 4 different families and a total of about 16 people I guess if you’re the owner or a friend of theirs you don’t have to follow the rules and or protocols.

Overall just not worth it, do yourself the favor and go to...

I encountered the worst experience ever at this Montage Mountain Waterpark Scranton, Pa. After enjoying the afternoon with my children it was time to feed them. I placed a very large order over by the Tiki Bar with Alyssa. My order consisted of a Kids cheeseburger meal, kids hot dog meal, nachos, wing bites and a classic burger meal, 2 Gatorades and 2 Pepsi’s. I patiently awaited approximately 35 minutes for our order. One of the employees walked up with a very large tray that had an order on it, he sat the tray on a back table behind the bar said something to the bartender Alyssa and walked away. The food sat there for approximately 5 minutes, I got up from where I was sitting and peeped over the fence to see where the food was there was the large tray with the order I placed and flies and bugs flying all over it. I walked up to the bar and asked about my food the girl Alyssa said it was sitting in the back She them texted me saying my food was ready as I was standing in front of the bar. I asked for a refund since my food was sitting for a while I was text to let me know my order was ready. There was a customer who spoke to the manager and explained to him that my food had been sitting for awhile before I was called for it. The manager Tyler and his assistant were not very nice and refused to refund my $67 for the food I spent and didn’t even eat. They had me fill out a refund form to dispute the matter because apparently the employees had a different version from mine, I was told my report needed to be reviewed by a general manager who was not anywhere to be found. This by far was the worst CUSTOMER SERVICE EXPERIENCE I HAVE EVER ENCOUNTERED. WHAT EVER HAPPENDED TO CUSTOMER SERVICE SATISFACTION!!!! UNFORTUNATELY THESE EMPLOYEES NEED TO BE RETRAINED! I WAS NEVER HANDED MY FOOD AND THEY REFUSE TO REFUND MY MONEY. THE CUSTOMER THAT WAS THERE MENTIONED SHE KNOWS THE GENERAL MANAGER BY THE NAME OF ROB AND SHE WILL PLACE A CALL TO HIM ON MY BEHAVE. This is by far the worst thing any company can do to anyone especially kids, my kids are ages 6, 4 not only did they have to wait very long for food but also had to experience a tragic experience. I am expecting to hear from the General Manager in regards to my refund for the food I never received and sat in an open area uncovered with bugs flying over it. I handed Tyler the refund form who mentioned I’d receive a call within an hour from him since he had to review the camera to assure that my story was valid. Never in 40 yrs have I heard such thing. I’ve worked in the food business and if a customer is not satisfied with what is given to them either a new order is given or a full refund. It’s been past the hour and I have yet to receive a call from Tyler to discus my refund I will place a call to the GM. I will be placing a call to the better business bureau Monday morning. I feel racially profiled, humiliated and treated very unfair. I will be contacting my attorney, I am a woman who works very hard for my money and giving away $67 dollars for serviced I never received is by far the most absurd thing ever, my children were left hungry, upset and embarrassed. Way to go MONTAGE MOUNTAIN STAFF, It’s currently 10:51pm, I left montage mountain at 8:45pm and I have yet to hear from Tyler who promised me a phone call back after reviewing the said camera since it’s protocol before considering to issue a refund to a customer due to staff shortage and lack of communication. He said he’d give me a call within an hr and here it is 2 hours later and no phone...

I should preface this by saying I have done A LOT of google reviews, and this might be my first ever 1 star review. I almost always try to keep my reviews as positive as possible and I generally only review when I have something good to say. However- this experience warrants my submitting of a poor review. I purchased groupons for my family this afternoon (12-28) for a 3 hour tubing session at Montage Ski Resort. We arrived and redeemed our groupon. However, the tubing area was well out of sight from the ticket booth. It was not until we got up to the tubing area that we could see how long the line was (see pictures and video below) In 20 minutes, the line had not hardly moved. At this point I decided it was ridiculous to spend nearly 100 dollars for my family and I to stand in the cold for 3 hours to maybe have 2 trips down a sledding hill. When I went to guest services I was rudely told that there was nothing they could do, and that this time of year is busy and I should have known. They did finally reluctantly offer a voucher to return but we live 5 hours away in Pittsburgh. I asked if she could help us to contact Groupon or give us some documentation to show them that we did not use the voucher, but she refused. The guest services worker was very condescending and offered no redress or empathy for the situation. The resort would not even return our locker fee of $15 even though we only used it for a few minutes! She then said that the people at the ticket booth were to be warning people, but there absolutely were not. Additionally, the resort did not limit the number of tubing tickets sold. I have never been to a place that just allows any number of people to sign up at any time. There are always a certain number sold for a session or per day to ensure that the lines to do not become exceedingly long. However they just kept on selling, knowing that people would just stand in line for virtually the entire session, and people did not know the line was so long because it was out of view of the ticket area. There were multiple employees in and around the booth and not one of them warned us or others of the long lines while we were there. What an exceptional example of greed. I have taken pictures and video to document the long lines and inability to see the line from the ticket booth. Fortunately after talking with Groupon, they refunded me the price of the tickets, but of course I was still out the locker fee and 3 hours of my vacation between driving there, all of the hassle, and then contacting Groupon to get my money back! Not to mention having 2 kids super bummed who were all ready to go snow tubing and missed out. I cannot speak to any of their facilities obviously, but I would highly recommend not doing business with these folks. There are dozens of other places to ski and tube in the area, I'd choose somewhere else. In fact check out my recent review of Camelback which is right...