Kristin Bigoff

Review of Stevens Pass Mountain Resort

Poor Customer Service Across Multiple Departments

Poor Customer Service Across Multiple Departments

Ski School:
Made 2 separate calls to reserve a private lesson on 2 separate occasions over the past 3 weeks where I was instructed to leave a message and a representative would return the call....never happenned.

Yesterday I called and used website and finally got a response. I was told the only time available for a private for $150.00 for 1 hour was 9:00 AM. I screwed up on daylight savings...and clock tower at resort was not reset either....Thinking I had 30 minutes to take 3 year old to restroom and show up early to class I got a call at 9:30 to tell me I was late. Was placed on hold for 5 minutes and finally hung up to make our way to desk arriving at 9:40 to be told I could use last 20 of lesson or, pay extra $50 to reschedule because they did in fact have instructors ava6 at 10:00.

There is a restroom in the Ski School building but my 3.5 year old would need to be able to use it alone....taking off multiple layers to go on his own because the restroom is "only for enrolled students" and I as his mom was not enrolled in a class. We were told if he could not pee alone, we would have to trek back to mauna lodge before the lesson at 10:00.

Lesson went well. Brian the instructor was great.

We went to main lodge for a sit down lunch and waited at hostess stand....Would be great to have a chalk board here to direct folks as to length of wait for a table or to direct them to other sit down/service locations.

We went to The Foggy Goggle and were informed by waitress that if we wanted to sit outside in the sun it we would have to wait on ourselves and order from the bar because she could not stand outside in the cold to wait in us....(I was not permitted in the bar with my son)....So we went out, moved a table into sun, left our stuff at table to go back in to the adjoining cafeteria to order and by the time we came out with food, our stuff had been moved to a shady table while two older patrons were being given white linen and being waited on by servers....Two more groups came in...a 4 top and a 6 top who were waited on while myself and my 3 year old got naughta....The staff did not attempt to acknowledge us or serve us.

After lunch took my son back to magic carpet. Area only has a single operator at the top of the carpet. My son fell near the bottom and was being battered by the conveyor as I yelled repeatedly to get the attention of the operator at the top of the lift....thank goodness a customer at the bottom hit the emergency stop.

Swung by Lost and Found to retrieve a helmet left at resort 2 weeks earlier and woman at window opened window 1" to speak to me and acted annoyed....I asked if she could open the window and have a conversation with me and she stated she was cold and didn't have a jacket on....very awkward...she did find helmet though and we were happy to get it back.

I spent 20 years teaching snow skiing at a local area and we were provided customer service training...

Vail Resorts is doing a terrible job managing Steven's Pass. Use the mountain but pack your own lunch and use private ski schools leasing space vs. the area ski school. Be safety conscious and self sufficient at this area