Epic - Vail Resorts Management Company — Local services in Broomfield

We came as two families after setting aside what would have been a great weekend in VT at Mount Snow and bought tickets online two weeks ago for Saturday but it was -5 at the base and with our kids sick, I called at 9:22 AM and asked it if it was okay to come on Sunday instead, because the ski conditions were not satisfactory. They said no problem, come in Sunday to fix it. So on Sunday, I go to the front and when it was my turn, they said to go customer relations and Pete there tells me the best way to get what I want done is to buy new tickets and then come back and refund them for a ski condition guarantee and then apply what I bought to these tickets. He said he knew how the system works, so do it.

When I went back outside and waited on line again, the young lady took my phone and told me to come back inside to a see Pete again. He tells me to come up the the front of the line (he has my phone) and gets all sideways, tells me to get back in line and that he will no longer give me an exchange. He then claims that I must be lying because I’m making up a story. I said look up my friend’s situation and phone log. He then says it’s not true but I show him my phone and my wife’s when I called and wouldn’t even look. Then he says that they should have not done that and begins reprimanding the person who actually helped my friends and called me a liar. What kind of “manager” does this? After 40 minutes, I was then told that my family could not ski unless I paid $130+ more. With our two families waiting, I was forced to pay, calmly reminding him that my company has a corporate relationship that he simply does not get. I came up for the weekend on personal time and was just trying to have a good time. My time is worth money, and I was forced to pay extra. Based on on the cost of the tickets, this cost me the eight tickets we did not get to enjoy due to the ski conditions. They did not provide us with the guarantee of satisfaction of skiing conditions as stated on their website. And then the lifts did not work, so the entire mountain had to go to another one. We waited another 45 minutes. Bad ski conditions. Couldn’t ski. Pete refuses to help my family, gave a dirty...

If I could give negative stars I would. Vail Resorts' management company is completely unprofessional. We were given the complete runaround trying to get a refund or to move the dates of our stay. Their customer service agent advised us in order to receive the refund we would need to to dispute the charge on our credit card and receive the refund from the credit card company; which we did and then the management company fought American Express on the dispute and it was not refunded. After receiving notice of this I called the reservation line explained that I followed their agent's advice and was told now I needed to call the Lodge directly; which I did and was told by Ryan (the Lodge Manager) it would not be a problem he would agree to the refund and to call back the reservation line and advise them to call him if they had questions. Called back the reservation line and spoke with Kate, who said she needed to call Ryan to confirm. Waited on hold for about 10 minutes to have Kate come back and say I didn't explain the situation to Ryan correctly, so there would not be a refund. I requested she conference Ryan in to discuss his misunderstanding of the situation. Kate advised she could not conference Ryan in but said I could. Fine I said give me the number and I will, so I did and we waited on hold for Ryan for approximately 25 minutes and could no longer wait. I have left messages for Ryan have never heard back. We have received 2 highly unprofessional calls since my call with Kate from the call center managers all who have said "nope sorry we've exhausted all efforts" you have to call the Lodge. Well we are not interested in another run around or ever staying at a Vail Resort property again, so we will not waist our time in calling.

We did not need the money back it was the incorrect information we were given when canceling and the issues we had after following their reservation agent's direction. VERY POOR CUSTOMER SERVICE be VERY CAUTIOUS when making a reservation for anything through...

I am so so SO frustrated. I bought Epic Pass purchases for myself and my family last winter. Then I encountered an unexpected and awful medical situation that had me on bed rest and antibiotics for six months and eventually in surgery. My two boys and their dad decided not to ski for the winter since I wasn't able to go with them and skiing has always been something we've done together.

And so I applied for a refund of our passes, which they advertise when you purchase as including full coverage "across a range of qualifying personal events." But my request for a refund was denied because I had included in my request that we 'did not have money to waste on passes we would not use' and I was told "insufficient funds" was not a reason for a refund, totally ignoring the medical situation and documentation that I included.

Now here we are at the beginning of a new ski season and all I want is to be able to use the $3000 I did not use at all last season toward this season. But a manager at Vail Resorts told me, "I'm sorry. These were non-refundable, non-returnable passes, which was clear, and there is nothing we can do." That was FAR from clear, and mine is simply a sensible and JUST request. We paid money. We didn't use. We want to use it now.

This policy doesn't even make sense for the company!!! We are paying customers, willing to come back season after season with our friends, as well as give a skill to our children who will then ski for years as well on the Vail Resorts slopes. Letting me use my $3K toward this years' passes is a drop in the bucket compared to the money we will pay Vail over the years as customers—all of which Vail will lose if I remain as angry as I am today. Vail's policies and the way I have been treated is criminal. I still deeply hope they will recognize this and reverse their decision in our case and in other...