Boreal Mountain Resort

Review: Unable to access chair lifts for beginner slopes

On 12/30/2013 I purchased a day pass at Boreal for myself and 12 year old daughter at 10:46 AM. At that time we began to put our gear on and walked to one of the two beginner chair lifts on the mountain. We waited in line for 30 minutes while we witnessed priority chair access provided to ski school classes. In the 30 minutes we waited, we did not advance in our line and noticed that other non-ski school customers had not been loading into the areas as well. We figured we might have better luck at the next closest chair rail, but after 20 minutes of waiting, we gave up at that line too. I then went back to my car to store my gear, since they don't allow gear indoors. I went to the customer service area to request a refund or a voucher for another day since we were not able to get onto a lift. The customer service rep called the lift operator manager who handled my request. He told me that he didn't think the wait times were too long, but if I didn't like waiting I could always hike up the mountain and ride back down. I found this to be unacceptable, since part of the service includes access to chair lifts. They claimed they offered refunds within 30 minutes, but by the time we finished waiting and returned to the customer service area, it had already been over an hour. We did not get to snowboard on this date because of the poor management of chair operations, which only seemed to cater to ski school participants.Desired Settlement: I would prefer Boreal to refund the $80 I spend on "Lift" tickets today, as beginner lift chairs were only catering to ski school participants.

Business

Response:

Hello [redacted],Thank you for taking the time to explain your concerns, I apologize for any inconvenience. As I read in your comment I understand that your visit was on one of our highest holiday peak days, during these periods our average wait time does vary based upon skier/snowboarders on-hill. We strive to ensure quick and smooth lift access with lift attendants doing their best at line control along with free ski check 7 days a week for our customers. Again, I would like to thank you for your time and if you have any further questions please contact me directly at [redacted] Ext [redacted]

Review: I purchased a voucher for a lift ticket. At no time during the transaction was I made aware that the ticket was nonrefundable and non-transferable. A work conflict prevented me from attendingon the particular date I purchased a ticket. When I called the establishment I asked for a refund. I was told a refund was not available. I asked for a credit instead. They stated they would not give me a credit nor could they transfer the ticket to a friend of mine who could make the event. I explained to them that when I purchased the ticket these terms were not made obvious to me. They did not care. I also explained to them that I am a young student on a tight budget and this ticketwas a significant purchase for me. Again they stated that ticket could only be used by me on that particular day. I feel this is a blatant bait and switch operation. Could you please help me.Desired Settlement: A credit or refund on the tickets would be fine for me. Changing the dates of the ticket would work as well.

Business

Response:

We would like to confirm that this incident has been resolved.We have spoke to the guest via phone and will honor the purchased voucher at their next visit with no upcharge.If you need more information please call or email me directly.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: Regarding Boreal Confirmation #[redacted]My family purchased a 2 day lift & rental snowboard package to be used on 12/27/13 and 12/28/13 for the amount of $532.92On our first day at the slopes, my son [redacted] was badly hit by a stranger on the slopes and we had to take him to the doctor. My son suffered spinal injury. I called Boreal resort on 12/28/13 and left a message about our situation and that we could not use our snow package for 12/28/13 but never got a call back. Our priority that day was my son's health. The doctor said my son was not allowed to do any strenuous activity to avoid further injury. Due to the medical circumstance, my wife, [redacted] wrote to Boreal on 01/06/14 and requested for a refund/credit for our 2nd day lift & rental pass that my family was not able to use which amounts to $266.46 but we did not get any response.My wife and I have tried several times to get in touch with Boreal but no one answers the phone and no one returns our call.Desired Settlement: We paid a lot of money for the 2 day lift & rental package. We do realize that the policy states no cancellations, no refunds.. but we had a medical emergency and the injury was inflicted at the Boreal resort. Even airlines acknowledge medical situations and accomodate the customer. We had a true medical emergency and I am requesting for Boreal to either credit the 1 day lift & rental package that we did not use amounting to $266.46 or issue us a raincheck to be used at a later date.

Business

Response:

Boreal Mountain Resort apologizes for the inconvenience of not being able to successfully contact someone at the resort after the families visit. We are now contacting the family and will provide lift tickets and rentals for them for another day prior to the end of the 14-15 ski season.

Kind Regards,

Director of Mountain Operations

Boreal Mountain Resort

Review: Boreal promised me a refund of my two 3 packs of passes I bought. However, I never received a confirmation email from them, they've only returned one pack of passes and are not refunding me the full amount while still subtracting another $42 from my account.They informed me of a 25% fee from each pass for the returned charge. I understand that. But they subtracted it both from the returned amount of one pass as well as charging me again to my account the charge for two passes. Also I would like to note that I have tried contacting them multiple times and have had only one call back, and as I said no confirmation email like they promised. I have been put on hold for an hour once before before I tried calling back and received a voicemail.Desired Settlement: I need a resolution where the amounts of both passes are returned to me, and that I only get one charge for the returning fee of the passes, not twice. I was told it would be about $27 to return each pass. That means I should get a little less than $200 back for the about $250 I paid for the passes.I live 4 hours away and would prefer not to drive over to get this resolved.

Consumer

Response:

I filed a complaint today against Boreal Mountain Resort. I just realized I looked at my account wrong, and they only charged me the fee they said they would, once. However, they only returned one of the passes charge even though I asked for both. If we could change my complaint to reflect this, that would be great. Sorry about my mistake.