Mt High Customer Service Sucks

They just don’t get it. The customer is always right, and you do what you can to make them happy. Mountain High Ski resort just doesn’t seem to understand this. So, I think I need to let the world know.

1. Bad Weather (The Back Story)

Two weeks ago we went to Mt. High for a ski trip. It was a disaster. The resort was over crowded, they’re just not able to handle large crowds and the weather was horrible. Long story short, after waiting in various lines for 2 hours, we finally got into the lift line and then they announced the resort was closed. We did get vouchers for our lift tickets and rentals (more on this later). After that, we waited in line for a bus for an hour, then the bus ride (which was about a 1/4 mile) took another hour. We were wet, cold and hadn’t skied at all. It sucked. Mt. High couldn’t handle the high crowds, they didn’t seem to care about the customers, they made no effort to effectively communicate why we were experiencing such delays and high wait times. We all wanted to never return to Mt. High, but we were held by the vouchers (if only we’d gotten refunds).

2. Getting the Voucher

I purchased a $38 Ralph’s/Mt. High lift ticket and then purchased the $12 upgrade to convert it to the Beginner’s Package (which, includes rentals, a lesson and a limited lift ticket). The limited lift ticket only allows access to the lower mountain (the green/easy runs). At the time of my first visit (and use of the Ralph’s ticket), I asked the cashier and she said that the lift ticket was valid for the entire mountain. Therefore, I had no worries, and was under the assumption that I could ski on the entire mountain. However, I didn’t get to, the resort was closed for the day, and I was given my voucher.

3. Redeeming the Voucher

Today I went to the cashier to redeem my voucher. The lady at the window told me that it was only usable for the Beginner’s Package and that I would be given a limited lift ticket. I had not been told this two weeks ago — at that time I was told that I could use this as a full mountain lift ticket. The lady refused and instead gave me the option of paying an additional $12 to have a full mountain lift ticket and rentals (it would be $25 to add rentals to the $38 Ralph’s ticket). Seeing that she was a cog in the machine, I paid the additional $12 and chose to take my case up with Guest Services.

4. My Gripe

Fine, I understand that adding $12 to the $38 Ralph’s lift ticket converts it to a Beginner’s Package, and I understand the limits of that package. However, I don’t care what the policies and fine print say – I was made a promise, two weeks ago, when I paid for the upgrade and didn’t get to use it, I was assured that the lift ticket was for the entire mountain. I was made a promise by Mt. High, and they then chose to renege on that promise. Thus, making me a very unhappy customer.

4. Screaming at Customer Service – $12 DOLLARS!!!!

I took my (what I thought simple) claim to the Guest Services window. Again, another cog who sent for her manager. After I waited about 5 minutes, another employee came out and explained that they couldn’t give the refund because of the way the ticketing worked and that I had to take my claim to the ticket window. She did escort me to the VIP window and help explain my claim there at the VIP window. This is when I hit a road block. The lady at the VIP window kept reiterating the policies of the Beginner Package upgrade to the Ralph’s ticket, and I kept reiterating that it was irrelevant because I was told different by one of their salespersons two weeks ago. This kept going until we were screaming. Any time a customer has to SCREAM at someone to try and get their way, that alone proves that the customer service department is worthless. After screaming at the VIP window, I realized that it was hopeless and that my time was better spent skiing on my last day at Mt. High.

5. The results.

For a simple $12, Mt. High would have had a happy customer (one who would perhaps recommend the ski resort to others, or come again, etc.).

Instead, they have someone who will now tell everyone they know, and anyone who reads any consumer advocacy site, that Mt. High doesn’t understand the basics of customer service. I will not return to Mt. High and I will recommend that all of my friends and coworkers do not go to Mt. High either. They also had a scene at their ticket window, which I’m sure at least a few people noticed.

It’s just that simple. The customer is always right and everything possible should be done to make them happy. $12. That’s all it would have taken. $12.

See also: My letter to Mt High Customer Service





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