Killington Resort

My family purchased a Killington vacation package during the month of January. My reservation number for reference is ***. My wife experienced a bad fall on the stairs leading to the salad bar thanks to an oil drip that was ignored. Despite several workers witnessing her fall, no one checked on her or came to her aide. I cleaned up the dropped food and the oil on the stairs and had to ask someone for an ice pack. We weren’t too concerned until we sat back down to eat our meal and My family purchased a Killington vacation package during the month of January. My reservation number for reference is ***. My wife experienced a bad fall on the stairs leading to the salad bar. Despite several workers witnessing her fall, no one checked on her or came to her aide. We weren’t too concerned until we sat back down to eat our meal and she started feeling pain (she broke her toe, cut her elbow and had pretty bad bruising on her forearm). We were pretty gracious about the whole thing and did not intend to make a big deal out of it, however I became increasingly frustrated that no one came to check on her and no manager came over. Someone falling on commercial property is a liability and at the very least, a manager should have come over immediately to see if she was okay and document an incident report for legal purposes. I finally asked the waitress if I could speak to the manager. When he came over, he said, “thank god it wasn’t worse.” There was no incident report offered and no concern showed, only a comment in poor taste. We were then billed for the full meal. On the way out, I stopped to speak with *** because I was appalled at how the situation was handled. To his merit, *** followed up with me and assured us that our ski lift tickets (which we didn’t get to use due to injury) would be refunded. I have followed up on this for 5 months now and no refund has occurred. I spoke with *** several times for a status update and he insists that he has put a request in for a refund and it should have come through. Finally, he gave me contact information for Killington’s Risk manager and I reached out to him over 2 months ago and no response. This is unacceptable. I wasted 300 on lift tickets and 200 on ski gear that I was unable to use due to your poorly kept restaurant and lack of follow through. If I was a jerk, I could have called a lawyer and in retrospect, perhaps I should have.

I spent $89 on a beginners snowboard package for my girlfriend. The package contains a rental, a lesson, and a lower mountain lift ticket. I will start by commending the staff in the rental department, they were excellent. However, that was the end of our good experiences. Her lesson was entirely unsatisfactory. She already knew how to skate and ride a chair lift, she needed to be working on how to maintain balance, and transitioning between turns/ chaining turns. Rather, the instructor had her do nothing more than walk 20 feet up the hill and make 1- 2 turns at a time while watching. She would comment on why *** fell, but *** complained to me that by time she fell, she knew “why” she fell without being told, what she needed was help and advice on how to correct those mistakes, which she did not receive. Since after an hour and a half of walking up the hill she was exhausted, and conditions were poor, she ended her day immediately following her “lesson”. At no point did she even use the lift ticket that was part of the price. In the end, it amounted to $89 for 2 hours of rental, while walking 20 feet of hill and being told she fell because she leaned back too far. Frankly, we could have had her walk up and ride down a 20 foot hill in our back yard, it was not at all worth the $89 I paid for it.
Unfortunately, when I expressed my dissatisfaction to your customer service / ticketing window agent at around 11:45am, the young gentleman told me there was nothing they could do to make it right, I would have been satisfied with a voucher to come and try the package again another day, but I understand not all positions can remediate a situation. What was entirely unacceptable, was when he shot out a “whatever, it’s not my fault”, as my back was turned and I was walking out the door. There is absolutely no reason to attempt to get the last word in on a customer like that, and even if it was not his fault that the lesson was of poor quality, it was his responsibility to make sure we left feeling satisfied.
As a result, we left feeling extremely dissatisfied with your mountain and the insulting treatment we received at it.

Additionally, I did email the company regarding my dissatisfaction and request for a refund 2 days go and did not receive any response.

We have been to killington to ski during Christmas time for the 8th year. No matter good weather or bad weather, we enjoyed our time there so we keep coming back every year. before when we had any issues during our ski time, the guest service usually is very friendly and helpful. But this year, I ran into some problem I never heard of and never experienced. I will state my experience below:

We are on our annually ski trip to Killington started on 12/22/2019, on 12/23, I twisted my knee and felt pretty bad about it at the time on. So on 12/24 morning, we went to the ticket window to exchanged my remaining two day ski tickets to two vouchers that will expire on 01/06/2021. I rested on 12/24 and by 12/25 morning, I felt better so I think maybe I can try to ski again. We went to the ticket window, loaded two vouchers to my ski card without any issue. (Please note, up to this point, nobody at tickets window ever warned us by about the vouchers have certain restrictions or special mark on them which will prevent me to use them on that date). Then on line to the lift, they can't scan my ticket, they said my ticket is not valid so We went back to the ticket window and the lady working there told us the tickets was marked "injury" so we can't use on 12/25 or 12/26. If we know in advance the vouchers has restriction on it that we can't use in those dates, I definitely won't load them to my ski card because the vouchers won't expire till 01/06/2021. We definitely will come back later this year again so we can use the vouchers by then. Then we asked them since we can't ski on 12/25 or 12/26 because the tickets on my ski card can't be read, can we exchange it back to the original vouchers so we will use it later that year. We were refused rudely and the people working there just tell us we can't "exchange vouchers for vouchers".

I totally understand every place will have its own policy to the general ski tickets. But in my situation, first we don't intent to "exchange voucher to voucher". We only want to exchange it back to vouchers because the tickets I got can't be used on those days. If we can use the tickets, we will happily used all of them without exchange back to vouchers. The ski place won't accept my tickets and I can't ski, so I want to exchange back to voucher for future use, I paid for those tickets anyway at first place. Second, whoever loaded my vouchers (expires on 01/06/2021) to my ski card, (according to a person we spoke to later on, in the ticketing system, it clearly marked "injury" on the vouchers in their computer which prevented the use of such vouchers in the near future.) So at least they can give us a warning by stating these vouchers although can be loaded up to my ski card, but they won't be able to use on those dates. We will be fine to keep the vouchers unused if they can informed us such restriction existing on these vouchers. By refusing to exchange my tickets back, I lost two day tickets which I paid for. The ski resort basically won't allow me to use my tickets after loaded them with two day tickets and won't exchange them back to vouchers for me to use it in the future. The people working at the window even told me coldly "yes, you will waste your tickets and we can't help".

I just can't understand a successful ski place can just take away people's two tickets like that. It's over $100 in cost and I can't sleep for days after those two days experience at killington. I called many times to the customer service and I wrote detailed email to Killington Customer Service as well. Nobody answered my question and nobody replied to my email as well. I felt I was treated unfairly. We definitely didn't intent to exchange "voucher to voucher", we only request to change back to voucher when the resort refused to honor my ski tickets because of the restriction they put on the vouchers/tickets when they issued them. We can't see those restrictions on the printed Vouchers ourselves so I have no knowledge about the restriction and if we were reminded at the time, we will happily to keep those vouchers till end of 2020 to use it. This is just not right. I want the resort to give me my two day ski tickets back which I paid for and didn't use. Thank you for your time.

I’d purchased all-day lift tickets to Killington Mountain, for myself and my son. The first day, when I attempted to pass through the gate to ride the gondola, alarms went off, and the access gate would not open. I’d tried to flag resort staff, but no one ever came. My son was stuck on the other side, waiting for me. Eventually, another skier formulated a plan to get me through the gate on his pass. We were essentially barred from skiing for a time, because the resort’s gate would not lift, and no staff bothered to respond to the alarms, or to my hollering and arms waiving. By the resort’s actions, though I’d paid for “all-day” lift tickets for myself and my son, by the resort’s actions, we were barred from skiing “all day.”

***, Customer Service, initally apologized and said their ticket and gating system was brand new this year, and they're working out the kinks. She offered to send me two comp all-day tickets to be used "within the year." I told her that because Killington is a 12-hr round-trip drive for me, it would cost me $800 to use those comp tickets (gas, tolls, lodging, food) for one day. I told her it was reasonable to reimburse me a portion of the two "all day" tickets I'd paid for, but that Killington barred me from using all day. In response, ***, lift operations manager, then sent me a very dismissive email, claiming instructions for using the lift passes are online,. and claiming her staff was "busy" which is why they couldn't let me through the gate. I responded to *** with a screen shot of Killington's website to show her that there are no real instructions regarding the pass, but to put to the pass in a pocket with no other electronics (which we had done). This was not the gate issue as I'd explained it to ***. *** then fully ignored my request for compensation and refused to return my email. I then emailed *** and asked for contact info of the operations manager, and *** also fully ignored my email, refusing to respond. Killington has surveillance cameras all over the lift area, and is able to track the lift passes. Clearly, they were able to verify my story 100%.

I booked and prepaid for three nights in a 2 bedroom loft suite and a 50 minute massage at Killington resort through their website for a total price of $128.75.

Later, after I had told my friends and family about the trip, a rep from Killington/Pico Ski Resort Partners LLC contacted me and said there was an error, and they would either charge me significantly more or cancel my reservation.

After I indicated that I had already booked and paid and told my social circle about the trip, they cancelled my reservation without my permission, saying that they 'could not honor the rate' that I already paid for.