Daniel O'Shea

Review of Stratton Mt. Resort

Terrible customer service!!!

Terrible customer service!!!

We booked a learn to ride package with the mountain for 1/20. We arrived nice and early to the mountain, only to find that they were shutting everything down for the day due to high winds. Stinks, but ok, it happens, not their fault.

We go to customer service about a refund for our purchase, and they give us a gift card, assuring us that it wouldn't be a problem to rebook the same package, even when I said we wouldn't be able to come back for two weeks.

Imagine my surprise when we call them about getting the same package two weeks later, and they tell us that it's another $100 bucks as the promotion is over, despite that they had told us the exact opposite two weeks ago. "Ok," I think. "That's stupid as you told us the opposite, and you should really honor what you cancelled/ruined for closing the mountain when every other mountain in the area stayed open, but fine."

So, after going through all of this on the phone, I ask for my gift card to be cancelled and the funds spent to be returned to my account, and so far that's "not possible" is what I'm getting from 3 different reps. I ask to speak to a manager and I'm denied. So not only did you not honor your word after I wasted time and money going there and back, but now you won't even give me my money back? I have to go spend it there, which at this point is the LAST thing I want to do after this experience.

Did I mention their website said nothing about the winds when we checked it that morning multiple times on our long drive out? This is despite half the mountain being closed before we even arrived, and the other half closing while we were waiting in line to redeem the online purchase (you'd think maybe they'd tell you that rather than let you make the purchase, but I guess that would be reasonable).

The mountain itself is fine for riding, I've been there before, but this is the first time I've dealt with their horrible customer service. I won't be coming back, and thanks for making a bad initial experience for my fiancee's first foray into snowsports. No wonder Stratton loses so many people to other mountains in the area. Other places that are usually too crowded, but treat customers well.