Tram Haus Lodge — Hotel in Jay

Just came back from a week at Jay Peak, our family goes every year for a week. We live right outside of NYC and we go there because you literally can’t beat the skiing. By far the best mountain to ski in the east. Every year we have gone we get fresh powder, they have a wide variety of slopes for every level, great ski school for the kid, etc. We have stayed in both the slope side condos and tram Haus lodge over the years. I will give them a pass last year when we went there during the peak of omnicrom and they barely had any workers. But there is no excuse for this time around. We stayed in a one bedroom with a pull out couch. We have 2 small children 5 and 8. The rooms haven’t been updated since we started staying there years ago but everything still worked, kitchen was outdated but otherwise fine. The biggest issue was we were told that they would be cleaning the rooms daily, which is great since we had a full kitchen and were eating mostly in the room. Just imagine 2 little boys eating breakfast, lunch and dinner in a small room for a week, there were crumbs on the floor naturally which we weren’t able to clean ourselves especially since the dining area was over carpet. Mind you the pull out was right next to the table where we were eating. No one came to clean the entire week, we had to call and ask for fresh towels, toilet paper, garbage bags and finally 4 days in we called to ask them if they could send someone to vacuum and they told us they weren’t allowed in the room because of covid!! I finally asked if I could borrow a vacuum because I didn’t want to walk on or sleep next to a floor covered in crumbs. We had to bag and take out our own trash so the room wouldn’t smell the entire week. We spoke to someone else and they were adamant that they clean the rooms daily so just wait someone will come. Not sure where the disconnect is with the staff. We saw a lot of cleaning carts and people over the span of the week but no one came to our room and the hotel wasn’t even busy. I don’t understand how they can run a hotel like this. This is a family resort that attracts a lot of families with small children and I would think they want to avoid rodents but I guess not. The amenities are good but run down now, the rock climbing place is great but almost every game in the arcade area attached to it is broken (try explaining that to a 5 year old that literally they can’t play 90% of the games). The restaurants are beautiful but food is subpar. My husband found a long hair in his meal at Alice’s table. We ended up getting getting junk food from provisions store mostly. The water park is a big attraction and our kids love it, in prior years we would have to beg them to leave after being there for hours. The day we went was packed because of the weather which is no one’s fault but the water was so cold my kids lasted 30 mins and were begging us to leave. The place isn’t cheap, I would have expected more. It’s a shame because we love the skiing...

Well, we didn't go yet, but their Customer Service already made me not wanting to visit the hotel. First - it's hard to reach them. Second - they don't reply to emails. Our experience so far is this: We got email room booking confirmation months ago, so I called to make sure the room is reserved (it's 9 hour drive for us, don't want to have unpleasant surprises when we get there). After staying on hold for 20+ minutes, I got an answer "if you got an email, it means the room will be available". I asked if she can still check to be sure. She didn't want to do it and just repeated what she said. I said, "fine, can we buy discounted waterpark tickets as it was offered in the email confirmation: we can get discounted tickets for the day of the arrival if we call and order them ahead. She said, "no, you cannot if you booked the room not from our website". We actually tried to book the room from their website but it showed as "no rooms available" for a few days of us checking the availability. So when one room available appeared on Booking.com - we booked immediately. She didn't want to discuss it further and hanged up.||I sent an email to customer service describing the situation. Never got any response. I called again the next day (more than 24 hours had passed). Again after long wait time on hold, got a different lady, who said she'll go and ask someone if we can buy discounted tickets, then she came back and said, no you can't get discounted tickets, even if their email said so, that it was most likely "a glitch". After such treatment already don't want to visit this place. ||Also this policy on discounted tickets is ridiculous, obviously not with "customer satisfaction" in mind. The check-in time is 5 - 7 p.m. I read reviews that the rooms are never ready on time. If we are coming from the long trip with kids, and at least while waiting for the room go for an hour or two to the waterpark which is closing at 8 p.m. the discounted tickets offered for everyone, despite WHERE you booked the room. Ridiculous. Not happy, already doubt would go...

So first, if the slopes close at 4 and check in isn't till 5 or 6 or whenever you finally have the room ready, what are tired snow sliders supposed to do for hours. Almost like that is on purpose so you have to go sit at a bar or restaurant or the waterpark and spend more money. And then second, no one here even cares that you have to sit around waiting for your room for hours. Like they are doing you a favor by cleaning it and getting it ready. And then my favorite part is the first thing you see front and center when you finally get in your room, is the tip envelope. (My favorite tip to leave in situations like this is "don't eat yellow snow" and it's so fitting being a ski resort!) The skiing was alright. Not the greatest weather and we all know Jay doesn't like to make their own snow much, so the trails were quite rough in spots. And a few of the lifts were down for weather or maintenance or whatever excuse they are using for the day. I left the trip feeling like Jay was going under. With a little research when I got home I find Jay is in receivership and desperately trying to sell. You could tell! Not a well run place. Needs new owners who know how to run a mountain and actually...