Vail Ski Resorts, Weather & Snow Report — Hotel in Vail

Keystone: I am writing to express my disappointment with the experience my children and I had at Keystone on 12/29. As a longtime skier with 20 years of experience, I have never encountered such a disappointing situation.

On 12/28, I called Vail Resorts and spoke with Layla to confirm the eligibility of our 3-day pass and my children's Jeffco school passes for skiing on 12/29. After a 30-minute hold, Layla assured me that we could use our passes on that day, and blackout dates did not apply.

However, upon arriving at Keystone on 12/29, we discovered that my kids' passes were not eligible, despite Layla's confirmation. This information was not easily accessible on the Epic site. Consequently, I had to purchase two kids' tickets totaling $350.

Additionally, seeking advice on beginner runs, an employee directed us to the top of the hill, where the only available green run was closed. We had to take the gondola back to the main hill area.

The most concerning part of our experience was an incident on the "Schoolyard" green run. (12/29 between 10-11 AM) While skiing, a Keystone ski school instructor, approximately 50 years old, male, with grey hair, cut us off during a private lesson, causing my daughter to accidentally collide with another child. Although both kids were uninjured and had apologized, the instructor proceeded to scream at my 8-year-old daughter for nearly 3 minutes, making her cry. The father of the other child reassured him that everything was fine, but the aggressive behavior continued. Subsequently, a man in his 50s collided with my daughter, resulting in no apology.

This entire experience, coupled with unhelpful and rude interactions with Keystone employees, has left a lasting negative impression. I am disheartened to learn that a refund is only possible at the ticket window.

Regrettably, this experience has led us to the decision not to return to Keystone. I felt it was important to share our experience in the hope that necessary improvements can be made to ensure a safer and more enjoyable environment for...

It saddens me to write this review of Vail Associates' customer service (NOT the mountain). My husband and I have been skiing Vail properties for more than 30 years and have loved every moment. We buy our Epic passes every year pre-season religiously. In November 2023, my husband suffered a stroke. We had already purchased our Epic pass for the '23/'24 season and we had high hopes that he'd be able to ski later in the season. When it became apparent that he would not be able to do so safely in February, we contacted Vail Associates via their insurance company, Sedgwick, and asked if we could get a credit toward next season's pass (which we had already purchased). The request was denied because we did not contact them within 30 days of the illness/injury. Although we again tried to explain how we had hoped he'd improve enough to ski later in the season, they again denied us. We forwarded a note from his cardiologist stating the same and today they again notified us his request was denied. Most frustrating of all is the canned responses we've gotten each time from Sedgwick. Clearly without any indication that they considered the individual circumstances; simply re-stating their policy of not within 30 days of the illness/injury. We are done trying to fight this but feel that the general public should be aware of this impersonal consideration by them. Vail has gotten too large and too corporate. We're done skiing with them. Time to go to smaller...

I will NOT EVER visit a Vail Resort again. I purchased my family of 4 Epic Passes before the new requirement came out for mandatory proof of vaccine for indoor facility usage. I do not share my personal health choices with anyone outside of my health care providers. Vail/Sedgewick does NOT respect that and will NOT offer me a refund. I’ve sent no less than a dozen emails and made multiple calls. No joy. So long Vail. I will spend my money with respectable companies that appreciate my business. FYI, I spent 2-weeks on 2-different trips last season at Vail with family and friends. Signed; 1-Time...