The Pro Ski and Ride — Attraction in Town of Hunter

Rental skis and gear was all fine. Location is convenient to Hunter Mountain for pick-up and drop-off. price is a little cheaper than at the mountain. BUT... Here's the problem: HORRIBLE NASTY STAFF. When you enter the front door, directly in front of you is a downward stairway with a sign above it that says "Rentals" and and arrow pointing down. So naturally we start heading down. Before we take two steps, a woman who's busy helping a retail customer starts screaming "HELLO!!! CAN I HELP YOU???" in an extremely nasty tone. We reply that we're here for rentals, and, still being nasty, she informs us that there's a list of people waiting and that we need to check in with her. So we sign in and proceed to wait. While we were waiting upstairs, 5 more groups of customers entered, did the exact same thing that we did, and also got yelled at by Miss nasty. One person said out loud "the sign says rentals downstairs" and broom Hilda replies in an equally sarcastic and nasty tone, "Yup, that's what it says!"

Here's an idea... if you want people to check in upstairs and not head directly to the stairway that says "rentals", THEN PUT UP A SIGN ON THE DOOR THAT SAYS "PLEASE CHECK IN AT FRONT DESK FOR RENTALS".

We were told it would be 5-10 minutes wait, and it was 25 minutes before we were finally allowed to go downstairs. then the process was delayed because they could not find our reservation, and we had to retrieve our confirmation number with a phone call, so the rental process itself was another 25 minutes. The irony is that we were trying to avoid the lines and wait at the mountain.

Next, the lady downstairs in the rental area is pretty much the most unpleasant person in the Catskills. Absolutely zero customer service skills. Actually displaying disdain for patrons of this establishment.

Saving a few dollars to rent here as opposed to renting at Hunter isn't worth the aggravation of being treated so poorly. Waiting almost an hour to rent skis certainly didn't save us time over renting at the mountain.

UPDATE AFTER OWNER'S RESPONSE:

While I appreciate a quick response, I do not appreciate being called a liar. We were not "greeted" upon entry, in fact we were ignored while we stood at the front door. When we saw the RENTALS sign, and had the audacity to head toward the stairs, we were CONFRONTED from across the room, and shamed for daring to jump the waiting list that we didn't know existed. When my guest was finally allowed to go down the stairs, his reservation could not be located, and he had to call home to retrieve the reservation information. He was downstairs no less than 25 minutes, and that's NOT HYPERBOLE. We arrived at 10:36 AM and did not leave with the gear until 11:25. Again, NOT HYPERBOLE. I see many reviews where people state they waited over an hour. So maybe your claim of max waiting time of 45 minutes even during holidays is an underestimate, or hyperbole. So you can go on answering bad reviews with sarcasm and passive aggressive rhetoric. I really don't care. A quick scroll through your reviews reveals an obvious pattern of unhappy patrons who say exactly what I said. It's an unpleasant experience being treated so poorly by mean and...

Nothing pro about this shop. Walk in to get my board waxed. 2 college aged employees said oh you need a p Tex here and the wax. Ok no problem. I go upstairs to pay. Wait ten minutes go down to see my board sitting there uncleaned and wax spots all over and no ptex. Older mountain man comes out and says alright you’re all set. I said what about the ptex and why is the bottom still dirty and not scraped. He tells me oh well the boys didn’t tell the chef and then tells me about the $17,000 machine he has. And I play along with his chef and waiter dialogue. The waiters left and don’t tell Him so he’s looking at me like it’s my fault. I said nicely where’s the waiters ? They didn’t tell you. How is it my fault. Then he starts talking down to me and on and on about the waiters. I keep asking how is it my job to tell the waiters to tell the chef. He starts laughing at me as if I’m the crazy one.

Ok so I read your reply to my original review. You forgot to mention the part about the ptex and the waiters telling me what I wanted and the chef arguing with me that the waiters didn’t tell the chef sand how it’s NOT MY JOB TO TELL THE CHEF WHAT THE WAITERS KNEW. So sorry your “waiters” clocked out for the day and didn’t tell the “chef” what the customer wanted. Furthermore you forgot to apologize for the chef talking down to me like it’s my fault. I will be contacting my credit card company and disputing this charge for a HORRIBLE wax job. Even if it was just a wax job see the pics of clumps of wax and all the black dirt lines AFTER THE WAX. I went to hunter mountains repair shop and they weren’t surprised at the horrible job that was done. I’ll be sure to add pictures of what a real PRO shop does. And why do you keep reiterating I need to look at a list when all I did was talk to the waiters and agree with them that I need p Tex and a good waxing? I wouldn’t have needed to see a list of services - I spoke customer to employee and went with your...

Staff is extremely rude, service is very slow. When we came they told us there was a 20 minute wait for rentals, that we should wait in the car and they'll call us in 20 minutes when it's our turn. I asked if I can start filling out the paperwork in the car, they responded rudely that I could not. 45 minutes later we hadn't heard from them so we went in to see how much longer it would be. They yelled at us, didn't say how much longer, and sent us back to our car. We left. They called us an hour and 10 minutes after we got there. By that time we had already received our rentals from Snowbird Ski Shop just down the road, where they were extremely nice, efficient, had great equipment, good pricing, and went out of their way to be helpful.

UPDATE: In its response the owner states that they prioritize those with reservations over those without. It would have been nice if they told us that when we got there, instead of just saying the wait would be 20 minutes when, in fact, it was over an hour. As for the owner's response that its surveillance footage from the weekend did not "show" anyone yelling, I wonder if their cameras record audio and, if so, whether anyone actually took the time to go through the entire weekend's footage, because if they did, they wouldn't be denying that the way we were spoken to was extremely rude and would be considered entirely unacceptable by any respectable business owner...