Seven Springs Mountain Resort

To: Revdex.comFrom: [redacted] ***Date: February 12, RE: Order # [redacted] I received a copy of a complaint earlier this week in regards to a matter of Customer Service Issues from an upcoming guest of our resort by the name of [redacted] ***His concerns were about the reservation process both with our internal reservationist, and our website, and then mentioned his concern with the lack of housekeeping, specifically extra towels being delivered to his unit upon arrival at the resort.In regards to the extra towel/linen request, a note was placed on his reservation for both our front desk staff, and housekeeping department to make sure we provide those linens for [redacted] ***There is no daily maid service in any of cabins or chalets, and I am not sure if [redacted] understood that and our reservation agent may not have clearly communicated that to himThese lodging options do have additional housekeeping services available to them at an additional cost.The other concerns were with the reservation process itselfWe do have extended hours for our in house reservation agents to be scheduled and actually cover more than hours on a daily basis, we do also offer an alternative to booking a room or cabin directly from reservationist and that is thru our websiteI am not sure what challenges in particular that [redacted] experienced in trying to secure the reservations via the websiteAlso [redacted] ***, is correct in that this is a very busy time for us at the resort as we handle upwards of reservation calls a day, but should have handled his call in a more professional way.I have reached out to [redacted] via his e-mail address and have asked him to contact me directly to discuss the issues he raised as well as offered that if in the future he has any questions to contact me directly via e-mail or at my office phone number.Sincerely, [redacted] ***Hotel General Manager Seven Springs Mountain Resort

To: Revdex.comFrom: [redacted]Date: February 12, 2015 RE: Order # [redacted]I received a copy of a complaint earlier this week in regards to a matter of Customer Service Issues from an upcoming guest of our resort by the name of [redacted]. His concerns were about the reservation process both with...

our internal reservationist, and our website, and then mentioned his concern with the lack of housekeeping, specifically extra towels being delivered to his unit upon arrival at the resort.In regards to the extra towel/linen request, a note was placed on his reservation for both our front desk staff, and housekeeping department to make sure we provide those linens for [redacted]. There is no daily maid service in any of cabins or chalets, and I am not sure if [redacted] understood that and our reservation agent may not have clearly communicated that to him. These lodging options do have additional housekeeping services available to them at an additional cost.The other concerns were with the reservation process itself. We do have extended hours for our in house reservation agents to be scheduled and actually cover more than 12 hours on a daily basis, we do also offer an alternative to booking a room or cabin directly from reservationist and that is thru our website. I am not sure what challenges in particular that [redacted] experienced in trying to secure the reservations via the website. Also [redacted], is correct in that this is a very busy time for us at the resort as we handle upwards of 500 reservation calls a day, but should have handled his call in a more professional way.I have reached out to [redacted] via his e-mail address and have asked him to contact me directly to discuss the issues he raised as well as offered that if in the future he has any questions to contact me directly via e-mail or at my office phone number.Sincerely,[redacted]Hotel General Manager Seven Springs Mountain Resort

Dear Security Team,
I had my daughters 18th birthday celebration at the Seven Springs Resort. Brought family & friends which included 10 teenagers. Three days of skiing. On last day one of the 16 year old males decided he wanted to try "sneaking" on the slopes without a lift ticket. It was President Day & as you know the snow was barely on the trails. He made one run & came down to get back on the lift. He got spooked about the lift attendants checking tickets so he went to a bench to think about what he was doing. I understand he was approached by security and was intimidated with fear to come up with a story. Well long story short, they brought him back to the office. This was roughly 10am. Well close to two hours later the security team brought him back to our condo. The five adults were out taking a walk. We received a call from one of the young adults that there were three men with the young male who was accused of riding the lift without a lift ticket. We hurried back to the condo but the security men took the suspect back to the lodge. I quickly went with the two adults that gave this young man a ride to the resort for the weekend. Basically the personal at the security office told us he had no ticket and was being charged $89 for the lift ticket plus $150 administrative fee for their inconvenience. Now they also said that this young man was trespassing. They had this young adult for two hours and had no right to take him from where he was sitting. Yes sitting. They didn't catch him on the lift for starters. We politely asked if they would let this go with the young man paying for the lift ticket. He had made a mistake and learned a lesson. They said no it was the policy to enforce this procedure to keep repeated offenders from getting free rides. Never showed us any policy stating that this $150 fee was shown or described in writing. I went to this resort as a young man and again as a senior in high school. I was going to come back but after this incident I told the individuals involved in this display of customer service, I will never ski there again.
I will get in touch with management as soon as possible to try and uncover this policy. I also would like to know how you can rent ski equipment from this resort without having a lift ticket. It is always the case that both rental and lift ticket are paid for in one department. I mean this young man had Seven Springs boots & skis and was sitting "near" the ski lift and was accused of trespassing. It was very disappointing.

Review: Hello,

It is with sadness that I write this complaint. I have booked a short stay in the mountains with some friends and remember staying at 7 springs when I was a child. It immediately became my choice to impress my friends. I booked reservation [redacted] the [redacted]. I have to tell you that my experience thus far has been less than ideal. I had never booked lodging with you directly so I placed a call and was told that the person that answered the phone wasn't allowed to give me any information on lodging (I was inquiring on rooms and cottages) only reservations could that were not open, I work off shifts... really I have to arrange my schedule to give you my business. Next I tried to book online which was a disaster. Your website is not user friendly and consistently crashes. I didn't notice a [redacted] discount. I waited until YOUR hours, called back and of course was placed in the dreaded que. The representative that answered was very "rehearsed" and made me feel like I was interrupting something by calling. I asked about [redacted] and was told it was not for cottages. I asked about house keeping and was told not in the cottage. I asked what my $381 a night got me and I got the rehearsed speech. I asked for a manager. The agent put me on hold and I ended up getting the switchboard who informed me the manager in reservations wasn't available... couldn't that representative have told me that? I was then bounced back to reservations and spoke with another agent who was less then interested in talking to me. I explained everything and again asked why I was being what I felt discriminated against for a [redacted] discount and was told it was "management's decision". I asked if extra bath linens could be provided prior to our arriving- the agent told me no. Really? Then I asked about house keeping and was told it would be an extra charge, when I asked how much they didn't know so I would have to be transferred to the front desk, it appears not only are the agents unhappy, but no one is on the same page. I explained due to the long waits I would not like to be transferred. Being that I still have the memories of 7 springs I went ahead and booked my stay online. Another nightmare. Big errors when I processed the stay saying it wasn't complete; however when I checked my reservation it was there with an overdue payment. Back to the phones and the long que line. Received another for lack of better words impersonal representative that told me it was just pending. I explained I had already called my credit card company and that it was not the case. She informed me that she would have to push the charge through and did. I did ask her about the extra linen and she made a note, but "couldn't guarantee how linen would handle it, they might make me leave it outside the door. I explained that it was a cottage and that wasn't an option for which I did not receive an answer. The agents I spoke with were the most un-enthused customer representatives I have ever dealt with. They seemed irritated, unhappy, and bogged down and in my opinion could care less about what my concerns were. I am writing this as I do not want this to be the experience I have for over $1000. I am bringing friends to relive my happy memories, not someone just treating me as a number so they can get on to the next. Between the lack of [redacted] discount, the scripted, irritable, impersonable agents, and the skewed answers I'm not sure I made the right choice but the rest of the party (who I have not shared this story with ) remains excited so I will keep the reservation. I hope you understand my concerns, when I'm spending that sum of money for a long weekend I expect helpful friendly service and maybe some answers as to what exactly I'm paying for... really no extra towels? I know it's peak season and you guys are busy, but I'm a customer to.Desired Settlement: You offer to me what you think is reasonable settlement for this issue. Thank you.

Business

Response:

To: Revdex.comFrom: [redacted]Date: February 12, 2015 RE: Order # [redacted]I received a copy of a complaint earlier this week in regards to a matter of Customer Service Issues from an upcoming guest of our resort by the name of [redacted]. His concerns were about the reservation process both with our internal reservationist, and our website, and then mentioned his concern with the lack of housekeeping, specifically extra towels being delivered to his unit upon arrival at the resort.In regards to the extra towel/linen request, a note was placed on his reservation for both our front desk staff, and housekeeping department to make sure we provide those linens for [redacted]. There is no daily maid service in any of cabins or chalets, and I am not sure if [redacted] understood that and our reservation agent may not have clearly communicated that to him. These lodging options do have additional housekeeping services available to them at an additional cost.The other concerns were with the reservation process itself. We do have extended hours for our in house reservation agents to be scheduled and actually cover more than 12 hours on a daily basis, we do also offer an alternative to booking a room or cabin directly from reservationist and that is thru our website. I am not sure what challenges in particular that [redacted] experienced in trying to secure the reservations via the website. Also [redacted], is correct in that this is a very busy time for us at the resort as we handle upwards of 500 reservation calls a day, but should have handled his call in a more professional way.I have reached out to [redacted] via his e-mail address and have asked him to contact me directly to discuss the issues he raised as well as offered that if in the future he has any questions to contact me directly via e-mail or at my office phone number.Sincerely,[redacted]Hotel General Manager Seven Springs Mountain Resort

Review: I just spent the weekend at Seven Springs for the annual Wine and Food Festival. This is my 9th year of coming to this festival and we keep coming back because it's a great time. It is the same group of us every year (about 14 people) and we always go to the festival during the day and then go to the Matterhorn when it opens. It's unfortunate to say that this year was probably the last year that any of us will be giving Seven Springs our money. I have heard many people say that since "new management" took over, the place has changed for the worse...and I experienced that first hand. The group of us was walking from the pool around 9:00PM or so on Saturday, headed to the Matterhorn. When we handed our ID to the bouncer, he told us that one of the girls with us was not allowed in because she was "visibly intoxicated". Meanwhile, she was not, but he said that "someone saw her stumble" so they couldn't let her in. However, he couldn't tell us when she did so, where she was or who saw it. We spoke to a manager and he said he had to back his employees. Well, I can tell you that I managed a bar for many years and backing your employees is one thing, but when they are wrong about something, especially when a customer is involved, you need to make it right . That's what customer service is all about, which this resort now lacks. On top of that, I won't even begin to talk about how I did not speak to 1 friendly person while I was there except the employees of the wineries. At any rate, the girl that they would not let in said, that's fine, I'll just drink water. The bouncer replied that she was not even going to be let in because she was not worth them losing their liquor license for. There was a room full of people who were in MUCH worse shape than her (probably some of them even with us), but they singled her out with nothing to back why and refused to let her in.Desired Settlement: I'm not trying to get anything out of this complaint. I just want others to be informed about what type of place this resort has become.

Business

Response:

September 5, 2013

Revdex.com of Western Pennsylvania

400 Holiday Drive, Suite 220

Pittsburgh, PA 15220

RE: ID #[redacted]

Dear [redacted]:

I am writing in response to your letter dated August 26, 2013 regarding the above noted complaint received from [redacted].

It is unfortunate that Ms. [redacted] did not have a positive experience at Seven Springs however as a liquor licensee, we must adhere to the liquor laws in the state of Pennsylvania which prohibits serving patrons who appear to be visibly intoxicated. Furthermore, we have specific house policies that prohibit patrons from entering a licensed area who appear to be visibly intoxicated.

Should you have any additional questions, please feel free to contact me at ###-###-####.

Very truly yours,

Director of Resort Public Safety ?

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