Complaints

This profile includes complaints for Vail Resorts Management Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vail Resorts Management Company

  390 Interlocken Cres Ste 1000 Broomfield, CO 80021-8056

• 

  Vail Resorts Management Company

  PO Box 8329 Breckenridge, CO 80424-8329

• 

  Vail Resorts Management Company

  Po Box 5808 Dillon, CO 80435-7997

• 

  Vail Mountain

  137 Benchmark Rd Avon, CO 81620

• 

  Breckenridge Ski Resort

  1599 Ski Hill Rd, Breckenridge, CO 80424

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My epic pass was stolen and ********. deactivated it. I asked ***** to reactivate it and they said it was Epic Pass that would handle it. Epic Pass said it had to be handled by the mountain and they couldnt help. I missed out on multiple days of skiing with my family because my card was never inactivated. I will never use the Epic Pass again and believe its all a scam.

  Business Response

  Date: 03/13/2024

  Hello, ******************,
  

  We have received your complaint regarding your Epic Pass which was stolen during a recent trip to Okemo resort. Your pass was revoked and upon speaking with representatives at the resort you were told that they would not be able to reactivate it for the remainder of the season. They directed you to speak with Epic Pass and **** Resorts directly who only sent you in a circle directing you back to Okemo resort.
  

  We appreciate you taking the time to reach out and provide the details of your situation. **** Resorts is aware of your complaint and they are truly sorry for your continued frustrations. They greatly respect your position and your feedback as a valued guest.
  

  **** certainly understands your concerns and they regret that your experience this season was negatively impacted. While they do sympathize with you, **** does take any incident of fraudulent pass use seriously. Per their records, they indicate that your pass was revoked citing that it was used by someone on February 29th. Their policy does require that passes are revoked and reactivation is decided at the discrepancy of the resort which indicated the fraudulent use. Any requests to reactivate or any questions you have must be addressed by that resort specifically. **** did indicate that Okemo provided a contact number in their report; that number is ************.
  

  **** also indicated that Epic Pass products are non-refundable unless approved through Epic Coverage. Unfortunately, pass revocation is not a refund eligible event per both their purchase policy and the Epic Coverage policy. You are welcome to review these terms and conditions for your records by visiting ******************************************************.
  

  We regret that we are unable to assist with your request for the reactivation of your 23/24 Epic Pass. Although **** truly does understand your frustrations, they are obligated to uphold their current policies and procedures. They assure that your comments will be passed along to their leadership as well as their team at Okemo resort. If you do choose to reach out to Okemo, **** hopes that they will be able to clarify and fully address your concerns and any additional questions you may have. They wish you and your family all the best as you move forward.
  

  Sincerely,
  ******

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my family a 6 day Epic Pass for the 2023/2024 season. We planned on skiing 2 days at ********** and 4 days at Okemo. We skied 2 days at ************* after Christmas. February break we arrived at Okemo. I noticed my epic pass said I had already skied 3 days and only had 3 days leftt. This is inaccurate as I had only skied at ********** twice. I called Epic Pass and they said they couldnt help me and that wed have to travel back to ********** to resolve the problem. We want another day of skiing back! This company is a scam. We will going with their competitor ICON next year for sure.

  Business Response

  Date: 03/13/2024

  Hello, ****************,
  

  We have received your complaint regarding your Epic 6-Day Pass which was incorrectly scanned during a recent trip to ************* Resort. You intended to only use two days however you later discovered that your pass reflected that it had been used three days which interfered with your plans to visit Okemo Resort. You reached out to **** Resorts in order to have the day voided and added back to your pass however, they informed you that this issue has to be addressed by ************* directly and you had already left the state.
  

  We appreciate you taking the time to reach out and provide the details of your situation. **** Resorts is aware of your complaint and they are truly sorry for any confusion which has resulted in your continued frustrations. They greatly respect your position and your feedback as a valued guest.
  

  While **** certainly understands your concerns and they are sorry that your familys plans were impacted, they did confirm that all issues regarding pass usage (scans, days used, fraudulent use) must be addressed by the resorts specifically. As the day was scanned/ used at ************* resort,only they are able to determine whether the scan was valid or if there was a mistake or issue. The resorts do prefer that guests speak with them in person regarding these concerns however, they also recognize that many guests do not reside in the immediate area and they will gladly assist over the phone or via email as well. **** did provide that ************* can be reached by calling ************ or you can send email communication to ******************************************.
  

  Unfortunately, we are unable to assist with your request for a refund. Epic Pass products are non-refundable per **** Resorts pass purchase policy which is acknowledged and agreed to at the time guests complete their purchase.You are welcome to review these terms and conditions for your records by visiting ******************************************************.
  

  **** Resorts does regret your unfortunate experience and they assure that they will pass your comments along to their leadership team and their team at ************* resort. If you do reach out to *************,they hope that they will be able to provide clarification and address your concerns more fully. **** wishes you and your family the best as you continue to move forward.
  

  Sincerely,
  ***********;

• Initial Complaint

  Date:02/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2023/2024 season pass and a 4 day season pass from **** over the summer. Unfortunately I broke my knee cap on December 20th. I requested a refund as my doctor ****** off that I can not ski this year. I had the "epic coverage" and did not use the pass. I requested the refund and they requested that I sent them my medical diagnosis and my recovery, which i have done 4 times now. After 45 days I was finally able to receive the refund for the cheaper of the 2 products but they didn't acknowledge the more expensive pass. Both passes request the same information. For some reason they denied and closed my case for the more expensive pass stating I did not send them the documentation on time. So I'm not understanding why the information I provided was adequate for one product but not the other. **** does not respond to email in under ten days nor do they return my phone calls. I am tired of being bullied by this company and I need a resolution so I can focus on the recovery of my injury. I provided a copy of the doctors note and screen shot of why they denied and closed my case.

  Business Response

  Date: 03/08/2024

  Hello, ****************,
  

  We have received your complaint regarding the two Epic Pass products you purchased for the 23/24 season which you are unable to use.Unfortunately, you severely injured yourself in December 2023 which meant that you would not be able to use your passes for the remainder of the season. You submitted a refund request through Epic Coverage, for both passes, but only received a refund for one. Upon speaking with ********, you were informed that they did not receive the necessary documentation within the accepted time frame which ultimately led to them denying your request and closing your case.
  

  We appreciate you taking the time to reach out and provide the details of your situation. **** Resorts is aware of your complaint and they are truly sorry for your continued frustrations throughout this difficult time.They greatly respect your position and your feedback as a valued guest.
  

  **** absolutely understands your concerns and they did confirm that they reached out to ******** on your behalf regarding your second refund request. Fortunately, ******** did agree to re-open your case and ultimately approved it as well citing that they did indeed have the necessary documentation. A refund for your Northeast Value pass was issued via check on February 26th. If it has not arrived in the mail as of yet, or if you have any concerns, you are welcome to reach out to ********. They will happily assist you however they can.
  

  We are glad that **** Resorts and ******** were able to resolve your request without the intervention of the Better Business Bureau.**** truly does appreciate your feedback and assure that they will pass your comments along to their leadership team. They wish you all the best as you move forward and hope that your recovery continued to go well.
  

  Sincerely,
  ******

• Initial Complaint

  Date:02/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid over $900 for a season pass for **** resorts, my pass was taken away by an employee, I asked for it back and was told no, there is no arbitration process to argue my side of the story, its to the sole discretion of a company employee to invalidate a $900 pass, no refund was offered and no credit was offered. My attempts to speak with management of said employee was ignored

  Business Response

  Date: 03/08/2024

  Hello, ****************,
  

  We have received your complaint regarding your Epic Pass which was confiscated during your recent trip. Your pass was revoked and upon speaking with representatives at the resort you were told that they would not be able to reactivate it for the remainder of the season. Additionally, they did not provide any sort of refund or credit for the pass you will no longer be able to use and any request to elevate your situation to a manager was ignored.
  

  We appreciate you taking the time to reach out and provide the details of your situation. **** Resorts is aware of your complaint and they are truly sorry for your continued frustrations. They greatly respect your position and your feedback as a valued guest.
  

  **** certainly understands your concerns and they regret that your experience this season was negatively impacted. While they do sympathize with you, **** does take any incident of fraudulent pass use seriously. Per their records, they indicate that your pass was revoked citing that it was used by a family member at Mount Snow resort. Their policy does require that passes are revoked and reactivation is decided at the discrepancy of the resort which indicated the fraudulent use. Any requests to reactivate or any questions you have must be addressed by that resort specifically. **** is aware that you have had difficulty contacting management at Mount Snow and they indicated that you can contact them both through email, by reaching out to ******************************************,or by calling ************.
  

  **** also indicated that Epic Pass products are non-refundable unless approved through Epic Coverage. Unfortunately, pass revocation is not a refund eligible event per both their purchase policy and the Epic Coverage policy. You are welcome to review these terms and conditions for your records by visiting ******************************************************.
  

  We regret that we are unable to assist with your request for the reactivation of your 23/24 Epic Pass. Although **** truly does understand your frustrations, they are obligated to uphold their current policies and procedures. They assure that your comments will be passed along to their leadership as well as their team at Mount Snow resort. When you are able to speak with a manager at Mount Snow, **** hopes that it works out to a positive outcome and they wish you and your family all the best as you move forward.
  

  Sincerely,
  ******

• Initial Complaint

  Date:02/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased lift tickets though Vail Resorts Management Company for use at their ***************** ski resort. On their site they indicate that

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stayed 3 nights at the property and charged $207 per night resort fee and all the indoor amenities were broken- hot tub, sauna/steam, water machine, speciality coffees. They list in their amenities about complimentary coffee and cookies in lobby- that didnt exist. They list in room bottle water. That didnt exist. They said they do housekeeping every other day so ok fine but with a 3 night stay what was the point of waiting until 5pm to clean my room when we were checking out that next morning? We did not get what we paid for.

  Business Response

  Date: 03/02/2024

  Hello, ********************,
  

  We have received your complaint about your recent trip to a **** owned and operated resort. You were charged a resort fee to access all amenities at the lodging property you booked but discovered that they were all out of operation. Additionally, in room amenities that were supposed to be provided were not. You are seeking a refund due to your unfortunate experience.
  

  We appreciate you taking the time to reach out and provide the details of your situation. **** Resorts is aware of your complaint and they apologize for your frustrations. They greatly respect your position and your feedback as a valued guest.
  

  **** absolutely understands your concerns and they regret that your trip was not as you had expected. While they sympathize with you and your family, unfortunately Vail Resorts Management Company does not handle refund requests for lodging reservations. Guests will need to contact the lodging property they stayed at directly and/or the booking outlet that they used. **** Resorts would be happy to provide the details of your stay to the resort you visited if you are willing to provide more details about the lodging property you stayed at. You can reach out to them via email at ************************************* or you can reject this response in order to keep this channel of the communication open.Any additional information you provide to the Better Business Bureau will be passed along to **** Management Company for further review.
  

  We regret that we are unable to assist with your request. **** Resorts truly does appreciate your time and your feedback and they sincerely hope that your concerns will be fully and better addressed upon reaching out to the resort you visited. **** welcomes any additional feedback you have and they wish you the best as you move forward.
  

  Sincerely,
  ******

• Initial Complaint

  Date:02/14/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Apparently **** resorts/Epic pass changed their policy so that you can no longer rollover your pass to the following year. This was a VERY big change to previous years. There was always an option to roll-over the pass. I asked about this problem specifically, and I got an automated reply twice, making ZERO reference to my particular concern. It was a canned response and neither **** or ******* addressed my question. In Dec of 2022 I was told by a phone agent that I missed the date to roll over my 22/23 pass. I had no idea that the roll over policy was a COVID policy only. The agent **** told me that while he didn't work the 22/23 season, he was pretty sure there was no roll over policy. Somebody had the information wrong. This is a VERY big change to the policy. in 23/24 there was a major category change where ********* had additional restrictions. In the pass sales window, ********* is included. HOwever, at checkout, there was a specific box you had to check acknowledging the change in ********* usage. There was NO box for the change in the rollover policy. Neither ******* or **** answered my question. I'm not asking for an $1823 refund, I'm asking to rollover the policy from my request on DEC 4th, 2023, for a purchase that was accidentally made 14 days prior on Nov 20th. Again, neither ******* or **** referenced this request for resolution.

  Business Response

  Date: 03/02/2024

  Hello, ********************,
  

  We have received your complaint regarding your concerns about **** Resorts changing policy. You are requesting to roll over your pass that was mistakenly purchased in November 2023 and you are confident that the option to roll over your pass has been available in past seasons. However, upon speaking with ****, you were informed that they cannot and will not roll over your pass and they indicated that this ability to roll over a pass has not been offered in previous seasons.
  

  We appreciate you taking the time to reach out and provide the details of your concerns. **** Resorts is aware of your complaint and they truly apologize for any confusion which has resulted in your ongoing frustrations. They greatly respect your position and your feedback as a valued guest.
  

  **** certainly understands your position and regret that your communication with their team has not fully addressed your issues with their current policies. They were able to clarify that their pass purchase policy has always stated that passes are non-refundable and non-transferable to another guest nor another season. This policy is presented at the time guests complete their purchase and can be reviewed by visiting *********************************************************** policy has remained the same since Epic Passes first went on sale.
  

  However, **** did contend that they did offer credits during the 19/20 season in response to the early closure of all resorts due to COVID. This was a one-time exception that **** offered to guests who purchased pass products that were only partially used prior to the closure in March. Dependent on usage, guests were awarded a credit percentage which could be applied toward a pass purchase for the 20/21 season. This is the only time guests have had the ability to roll over part of what they paid for their previous season pass toward the coming season.
  

  We regret that we are unable to assist with your request to roll over your unused pass. While **** certainly sympathizes and they understand your frustrations, they must uphold their current policies for all guests. They assure that your comments have been passed along to their leadership team as they review their current policies and procedures and they appreciate you taking time out of your day to provide such feedback. **** hopes that you may find the chance to use your pass before the 23/24 season ends and they wish you the best as you move forward.
  

  Sincerely,
  ******

• Initial Complaint

  Date:02/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  in 2023, I purchased 4 military epic passes from ****. When it came to uploading military verification, I did so. I uploaded the same document for all members yet my wife's was not accepted. I received an email in mid 2023 stating I needed to carry out verification for my wife (I believe I had already done that). On the 20th of June 2023, I sent an email asking if the verification had been accepted. I did not receive a response. 3 days later I received an email titled "Order Confirmation - Thank you for your recent purchase". I took a quick look, saw the amount and my wife's name and believed the transaction and verification had been made. I Checked the passes in January 2024 and noticed my wife's was not there. Note at this time, I had never received a response to my request for verification of acceptance 20th of June and I believed everything had gone through. I emailed **** about this and the responses I received were not empathetic about the issue in the slightest and the blame was pushed squarely on my shoulders. There has been a flat refusal to issue the pass I originally ordered and I have effectively been told there is nothing they can do. In my 20 years of **************** I have never come across such incompetence. All I am seeking is that my wife's pass is reinstated. All the evidence **** required had been supplied yet no one responded to my initial request for help to verify they had everything they needed. They didn't respond and went ahead and cancelled her pass. Yet I have been blamed for not checking my receipt properly.

  Business Response

  Date: 03/01/2024

  Hello, Mr. ************************************ have received your complaint regarding your wifes ************* pass that was mistakenly refunded due to a verification issue. You believed that verification had been approved for you and your family but her pass was cancelled and refunded. Unfortunately, you did not realize that she no longer had a pass until January 2024 and when you reached out to **** Resorts to reinstate her pass you were told that it was beyond the pass purchase timeframe and that they would not be able to assist.
  

  We appreciate you taking the time to reach out and provide the details of your situation. **** Resorts is aware of your complaint and they sincerely apologize for the confusion and your continued frustrations. They greatly respect your position and your

  feedback as a valued guest.
  **** absolutely understands your concerns and they apologize for the issues you experienced with their verification process. Typically guests are able to upload their verification documents at the time they purchase their pass and it is immediately approved or denied alerting the guest of their status. However, some guests do experience issues verifying their status and they will have to reach out to **** Resorts in order to be verified manually rather than through their usual process. Fortunately, upon review of your account, **** did confirm that her pass has since been reinstated and her verification status approved by their leadership team. She is able to use her pass as soon as she would like.
  

  We are glad that your request has been resolved by **** without the intervention of the Better Business Bureau. **** truly does appreciate your feedback and has passed your comments along to their leadership team as they continue to review their current policies and procedures. They wish you and your family the best and they hope to see you on the slopes soon.
  

  Sincerely,
  ******

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have bought Epic day passes for multiple years now, and have generally been satisfied. However last fall I spoke to a supervisor named ***** and was promised they'd fix an issue however they did not. I would like someone from corporate to please call me at the phone number listed in my complaint about my Epic pass issue as the regular customer service lied to me.

  Business Response

  Date: 02/29/2024

  Hello, ******************,
  

  We have received your complaint regarding your ongoing concerns and frustrations with Vail Resorts. You would like to speak with ***** leadership but have not yet been able to resolve your issue.
  

  We appreciate you taking the time to reach out and express your concerns. **** Resorts is aware of your complaint and they are truly sorry that your frustrations have not been addressed in full or resolved. They truly do respect your position and your feedback as a valued guest.
  

  **** is aware that you have elevated your situation to the Better Business Bureau and they assure that one of their managers will be in contact within the next ***** hours. Although we do not know the full details of your concerns, we are confident that **** will follow up with you as soon as possible and that they will address your concerns in full. They thank you for your patience and are happy to address any additional questions or issues you may have.
  

  Sincerely,
  ******

  Customer Answer

  Date: 02/29/2024

   
  Better Business Bureau:
  
  An employee of **** Resorts reached out to me today (2/29/24) and made things right. I am satisfied with ****** action on this issue and my ************ that they can improve the overseas telephone customer service team as time goes on.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Epic passes for my entire family at the beginning of the 23'/24' ski season. My intention was to purchase a full Epic pass for myself and Keystone Plus passes for my wife and two school age kids. I mistakingly purchased the Summit Value Pass for my kids and the Keystone Plus pass for my wife, which is of course my mistake. Thinking they all had the Keystone Plus pass we have been skiing keystone all year and in November planned a trip, lodging, etc to ************* in March. A few weeks ago I came to realize my mistake and found that my kids cannot access ************* on the Summit Value pass. My ask of **** Resorts is to down-grade my kids pass to the keystone plus pass. I don't want money back from the more expensive summit value pass. I just want access to ************* in March. My kids have not accessed ************ this year and as such have not benefitted in any way from the more expensive summit value pass. I spoke with customer service on ********************** and via telephone. They are telling me it is not possible to downgrade. I find it hard to believe that no one has the authority to make something happen to help me out. It's a pretty clear cut situation that only benefits **** Resorts. I am asking for a pass downgrade and no money back.

  Business Response

  Date: 02/28/2024

  Hello, **************,
  

  We have received your complaint regarding the Epic passes that were mistakenly purchased for your children for the 23/24 season. You intended to buy Keystone Plus passes for your entire family but accidentally purchased Summit Value passes for your two children. The Summit Value pass cost more as it provides access to Keystone and ************ and since you were unaware of these passes you have not visited ************ resort and do not intend to. You are now requesting that their passes be changed to Keystone Plus passes so that they can visit ************* in March but have been told that this is not possible even if you are not asking for a refund of money.
  

  We appreciate you taking the time to reach out and provide the details of your situation. **** Resorts is aware of your complaint and they are truly sorry for your continued frustrations. They greatly respect your position and your feedback as a valued guest.
  

  While **** certainly understands your concerns, and they appreciate your understanding that they cannot issues a refund of the Summit Value passes, they did confirm that they are unable to downgrade their passes. Their system is required to issue a refund in order to downgrade a pass product and per their purchase policy, passes are non-refundable once the purchase is complete. Additionally, they cannot add access to additional resorts without upgrading a pass product, for an additional fee, and since passes are no longer for sale for the 23/24 season, upgrades are no longer available either.
  

  Although they are unable to assist with your request to downgrade their passes and they are unable to upgrade their passes, **** did provide that your Keystone Plus pass does include 10 ***** ******* and 6 Ski with a Friend (SWAF) tickets. Each of your childrens Summit Value passes also include 6 SWAF tickets. These are discounted tickets which can be redeemed and used at other **** owned resorts such as *************. While they do cost an additional fee, the discounts can vary dependent on date and resort. You are welcome to review more information regarding these tickets by visiting *************************************************************** tickets can then be purchased through your Epic account or by contacting the resort directly.
  

  We regret that we are unable to assist with your request to change the 23/24 passes for your children. However, per Vails current policies, downgrades are not allowed and passes can no longer be upgraded. **** assures that they will pass your feedback along to their leadership team as they continue to review their policies and procedures in order to provide the best experience for their guests. They strongly suggest that you review their website for information, and pricing, for both ***** tickets and Ski with a Friend tickets so that your family is able to enjoy time at ************* resort. If you have any questions regarding these tickets you are welcome to contact **** Resorts at ************. They wish you and your family all the best and look forward to seeing you on the slopes again.
  

  Sincerely,
  ******