Resorts of the Canadian Rockies — Hotel in Calgary

For the second year in a row, RCR has cancelled my daughters snowboarding lessons.

Last year with all the COVID issues, when the instructor was no longer employed, I understood that they couldn’t easily replace the then with the required quarantines and everything else. They were kind enough to give a prorated refund, but said that it would take 6 weeks to process. At that point I was so exhausted with dealing with RCR on the fact that they were expecting me to pay for a full price lift ticket each week for my 4 year old’s lesson and wouldn’t allow me to buy a seasons pass that I didn’t say anything about the crazy long time to process a refund.

This year, against my better judgement, we decided to give it another try (bought myself a season pass in the summer as well to avoid any last minute changes to lessons that would add over $100 a week). 2 weeks before the lessons are supposed to begin, I get notified they don’t have enough people registered to complete the lessons and need to offer a refund. Again, I am told that it will take 6 weeks to process.

After calling head office to request the transaction be made over the phone, they indicated that there was nothing they could do and it would be at least 6 weeks to process.

In what crazy world does it make sense that a company can charge you for something 5 months in advance then cancel 2 weeks before the service is supposed to start and then continue to hold your money for an additional 6 weeks? This is the level of customer service that RCR provides in the customer...

Our family has purchased season passes regularly for Nakiska, we did not purchase the refund option. In late summer, was having knee issues, lucked out in getting an MRI completed early, it showed torn meniscus. Had surgery in January, I sent RCR en email asking for refund due to medical and included medical documentation, advised to wait 8 weeks. In February was admitted to hospital for blood clot, contacted RCR once released and asked about status of first request, advised no decion made, rep was not very understanding. Waited, received notification late February saying request rejected, as I did not purchase refund option and they need to be fair to everyone. I replied and never received response. I then went into Office and lady I spoke to was understanding and assisted in submitting second request and submitted medical documentation. Following week called back and requested to speak to Manager, told not in, called back and received same response. I never received any call back from a manager, recently received response in April to my email that I sent in February, again advising request rejected. I am just asking that the passes be differed until next season and that they make an exception based on the circumstances. I will be contacting media, Better Business Bureau, my days spending money at RCR is over, I will spend it at Louise. I am not expecting any response from management as clearly they don't care about their customers.

Regards from former...

This is our second year booking our stay at Fernie Alpine Resort with Kim Bech at RCR. Second, because our booking experience last year (our first visit ever to Fernie) was incredible. After reaching out to Kim at RCR with an email last year, outlining our trip details (dates, family members, equipment and lesson needs, and a "wish list" of accommodation criteria), I quickly received a reply with several options and accompanying details. The best thing was that Kim added extra details based on her personal experience with the various lodgings and the resort, which helped immensely with our decision-making, as we had never been to Fernie before. Having very clear information ahead of time made our check-in process seamless, and the rest of our stay so enjoyable. Kim was even available during our stay to answer emails as questions came up on our end, and has been fantastic with giving advice, so that we are confident that we are getting the experience we want, along with the best pricing. She was great with following up with us this year, and when we decided to book another trip to Fernie, there was no question that we would ask Kim to help us out again. With so many factors involved with planning a family trip, it is so reassuring to know that we have someone like Kim to look after our on-mountain needs. Five...