Customer service

Customer service

I recently had an unpleasant experience with Cypress when I bought their ALTS package which included 4 snowboarding lessons and a free "OneNiter" seasons pass. The restrictions of the seasons Pass, as advertised on their website at the time of purchase was that you could use it to go up "1 night a week after 5pm". I signed up for the deal on the basis that being able to pick any night on a weekly basis was a great perk. The website however did not specify that you could only go up on the same days as your lessons, for me, I chose to have my lessons on Wednesdays and therefore it meant that I could only go up on Wednesday nights for the rest of the season. This was never clearly stated anywhere and it is not what I agreed to or expected when I bought the package. I emailed them to complain about this discrepancy and despite admitting it "could have been labelled clearer" they did not take full accountability for the false advertisement. They changed their website to be more specific but that did not change what I and many other people had agreed to when they bought this.

Update: After a few emails expressing my frustrations and the inconvenience this has caused, they have agreed to compromise and allow me to pick another set night of the week. This is still not the most ideal solution given that I have to stick to one night and have no flexibility (weather and other factors depending). Overall, for me it is not about the money but about the principle and the recognition and customer service received from Cypress could have been better.