Roundtop Mountain Resort — Attraction in Warrington Township

I went tonight to take my son tubing. He received a gift card for a kiddie snowboarding season pass. When we arrived the window to get your ticket at was closed with a sign directing us to guest services around the corner. We walk in and there is a plethora of people waiting, with only one girl behind the counter. There was no line- just people spread out everywhere. I walked up to the counter and waited there for her to notice. I watched as newer people came through the door get a chance to speak with her. While waiting my son was crying because he was so hot in his snowsuit. I look through the door behind the girl to see 2 employees sitting at there desk, watching my son throw a tantrum. Neither of the employees came out to assist customers. The only time one of them would come out is when Hanna ( the associate) didn’t understand something. Finally after 15 minutes I spoke up to explain we were here for a season pass. When instructed to fill out the paperwork, I explained that my sons form was already filled out and that the woman said next time we come in that it’ll expedite the process since i have a little one. We told Hanna our last name as she looked in front of her through the 5 papers sitting there. She said it wasn’t in the pile. At this point my son is trying to escape my arms all while screaming. I asked if she could check with one of the associates in the back, and she said, “I can assure you that it’s not back there, all the prefilled our paperwork is right here.” Meanwhile I’m thinking to myself, “the form my mom filled out over a month ago should be sitting right in front of you? Not likely. But alas, I filled out another form. There are now way more people waiting than before. You would think that with this many people waiting that you wouldn’t engage in small talk with the customers. But she was literally moving so slow. Hanna finally asks (i don’t know why it took so long) one of the people sitting around to open a window. She called out that a window was now open for tickets to be purchased. Now everyone who has come in last, is first in line. The poor guy behind me looked really upset and pissed off. Hanna told him he could go to the window since my son still needed his picture taken. He explained that there’s no point because when she called out the window was open, she didn’t make sure to direct people in any order. Once my son’s pass was printed- Hanna just handed it to me. Not explaining where to go next time we are here or the process. I even checked the box “No we have not had a prior season pass” Having my son throw a tantrum didn’t have an influence on my rating. I would’ve been upset had he been fine. I am really disappointed in the lack of urgency & organization. The guy at the end of the kiddie tubing hill was very friendly though, along with an older gentleman with grey hair & a walkie talkie (sorry if that doesn’t narrow it down) who gave me directions on where to go. UPDATE: I emailed them on Monday, January 22 @ 7:01pm as they asked in response to my review. It is now Thursday, January 25 @ 9:04pm and I have not received a reply back. SECOND UPDATE: I ended up receiving an email back on January 27th: they offered to mail my son a free ski lesson voucher for when he turned 4. It was a nice gesture but I have yet to receive the voucher & it is...

I had the worst experience! I received a notice saying my reservation wasn’t complete. I called bc I had questions about my 4th of July plans. I didn’t know the site or when check in was. They hadn’t sent a confirmation. When I called to discuss the computers were down and I was told to “call back in a bout and hour”. The woman I spoke to was very rude, you think she would have offered to call when service was up. One of the reasons she said she couldn’t tell me about my reservation was because she had to “make sure the reservation was right” as it comes from a larger camping group to the individual campgrounds. I called about a short time later (about an 1:15 minutes). I was uneasy at this point, I had put my credit card info into a site that had an error, they couldn’t tell me anything I needed to know about my reservation, and the woman was rude. The biggest issue was that my husband was dropping off the camper for me before going away on a trip. He needed to get it to me early the day of arrival. I understand if we can’t check in early (in which case I would have stayed another night) but to wanted to know if I needed another night or it’d we could pay to check-in early. I needed this info to be sure this would be a good fit. So I decided to cancel and find another place. There reviews on my RV Parky app. are horrible but because I live locally and it’s hard to find a place in Gettysburg; I considered it. I called to cancel. I was given back to the manager that was fully aware of my needs and concerns. She told me I could cancel for $26 I asked her what it was for since I only had the “reservation” for a couple hours, the computers were down, no one could answer any questions about my site or provide site info, and the information I needed was not on the site. She told me that it was the policy and I informed her that I thought it was “greedy” to hold this money as nothing was done to earn it but inform me that all was broken. She said nothing but was silent. So I asked if she was going to charge me anyway and she said,”yep!”. I was so angry that she treated me poorly, tried to take money from a reservation that I was told by their system was interrupted. Don’t go here! Life is too short to deal with rude people that is just Bad business...

I was curious what was going to happen after Roundtop got bought by a large corporation like Vail. Well, I found out this weekend. I lost my smartphone this weekend and I am extremely grateful for the staff at Roundtop for returning my phone. But let's talk about my horrendous experience when trying to reach guest services at the local resort.

I called the phone number listed on their website, google, and facebook. Since the number had a local area code starting with 717, I was expecting to speak to someone locally. Nope, I ended up at a remote call center after waiting for over 15 minutes. I explained the situation about my lost phone and the "find my phone" option shows it's in a building at Roundtop. I wanted to confirm the phone was there before I drove to the resort. The rep tried to find a number for lost and found, but couldn't find one. She told me to call the same number and press '3' or '0' to get the 'lost and found' department. So, I did that, but each time I pressed those numbers, I was dropped immediately. I called back. Same thing. The next time, I waited another long period of time and got another rep from the same call center. I was straight forward and asked him if he's local. No, he explained he was in the Philippines! He then also tried to find a number for lost and found, but couldn't find one. After not being able to help me (how are they not able to transfer to someone local??!!), he said the technical issue was fixed and if I called the same number, I'll get routed to lost and found. I called him out and told him he was lying to me; he fumbled some more and told me to call the number. Anything to get me off the line.

During this terrible guest service experience, Roundtop eventually called my friend and told me the phone was found. If I didn't get that message, I don't think I would've ever reached someone locally.

5 stars for the staff at Roundtop for returning my phone. 1 star for terrible-corporate-call-center-buyout experience. I will try to avoid any Vail resorts in the future. I don't want to deal with that kind of phone experience again if there...