Mt Snow — Local services in Dover

We came as two families after setting aside what would have been a great weekend in VT 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 main 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, have...

Probably the worst three days of skiing in my life.

We were there Thursday to Saturday. On Thursday the conditions were terrible. Ice on top of slush and extremely unsafe. Not really their fault. I get that.

Friday was a bit better, bit slushy but skiable. We arrived after noon and did a run. They only had a one lift at the base camp running. (They has the bunny hill lift running but I’m not counting that)

We went to do another run and the power went out. We waited an hour and they announced they would not re open.

We then heard they would “take care” of people the next day as their systems were down. The next day after some skiing. We went to guest service. The guy there was honestly pretty rude and told us it was our fault for not talking to them yesterday and we should have come to them before 10am. Since we didn’t, they couldn’t give us a voucher.

When we asked for a partial refund for our 3 day lift ticket we were told that their snow guarantee only gives vouchers if you come in the day of before 10.

They weren’t open. They didn’t run. This had nothing to do with “the snow wasn’t good I want a voucher”

Ok. So Saturday

Saturday was the only day that skiing was pretty good.

The only issue is, they had a single express lift running to the top of the mountain. From 8am on the lift line was over an hour.

I completely understand that weather is out of their control. But they did absolutely nothing to alleviate the situation and were outright...

BED BUG INFESTATION at LODGE AT MOUNT SNOW. My boyfriend and I went skiing at Mount Snow and stayed at the The Lodge at Mount Snow this past winter after booking directly on Mount Snow's website. After spending 1 night at The Lodge at Mount Snow we received 70 plus! bed bug bites!!!! And the next day after finding the bites, we found actual bed bugs in our hotel room, see pictures. We reported this issue to the hotel owner, Jim DesRochers, and Mount Snow and they both refused to help further investigate this issue or reimburse us for stuff we felt we had to leave there to not bring the bed bugs home. Mount Snow claimed they had no obligation to even though we trusted the room since it was booked directly on Mount Snow's main website and it seems directly affiliated with their resort and does not state anywhere it is not. In speaking with customer service at mount snow they also stated that they've had bed bug issues at their luxury resort Grand Summit Resort Hotel and they are "no big deal", later they tried to offer us a 2 night stay in the Grand Summit Resort as their proposed compensation! In an effort to gather evidence to get our stuff back we spoke to the experts at Superior Bed Bug Solutions, and they made it clear that this is a situation of neglect by the hotel to take care of a serious bed bug infestation prior to our stay. You can see my full review of the hotel and why it is a BIG issue at on The Lodge at Mount...