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

• 

  Keystone Resort

  22869 US Highway 6 Keystone, CO 80435

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:09/08/2022

  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.

  **** resorts charged me $250 back in May of 2022 for an auto renew of their EPIC season pass. I called in and spoke with the representative with a few days after the incident and he told me that he would cancel my auto renew then the representative told me that I would be refunded and that I needed to call a specific phone number in order to get my refund. I asked him to make sure that the charge would not go through and he told me that it would not. I subsequently went on to purchase the tickets and passes that I needed for my family, but I noticed my epic season pass had in fact not been canceled. I called in and spoke with the representative today and he basically told me that the notes only stated that I wanted to cancel my pass for next year and not this year and that there was nothing that he could do for me. He told me that they were going to bill my credit card for the full amount for all 5 passes and there was nothing that I could do about it. I told him that I would cancel my credit card with ***** and he said that we have other ways of getting your money.

  Business Response

  Date: 09/09/2022

  Hello **************,
  
  We have received your complaint which states that you were charged $250 in May as deposits for your familys Epic passes. You contacted **** Resorts shortly after and requested to cancel the automatic renewal of those passes and you were told that Auto Renew had been cancelled. You also requested a refund of the deposits and were told that you would need to reach out to another phone number in order to process that refund. Unfortunately, after already paying for different pass products, you discovered that the initial passes had not been cancelled and that you had not been refunded for the $250 deposit. After speaking with **** again, you have now been told that your passes are not cancelled and that you will be charged the remaining balances. At this time you feel that your only option is to cancel your method of payment but have been told that is not possible either.
  
  We appreciate you taking the time to reach out and to express your concerns. **** Resorts is aware of your complaint and they apologize for any confusion and for your frustrations. Your feedback is greatly valued and they respect your position.
  
  Based on the information provided, **** Resorts did confirm that you and your family were enrolled in their Auto Renew program. Guests have the ability to opt into this program at the time they purchase a pass product or at any point throughout the season, prior to date that the initial deposit is charged. **** also indicated that multiple email reminders were sent out prior to the initial deposit charge advising guests of the date and providing contact information for guests to reach out if they wished to cancel within the cancellation time frame. After review of their records,**** was able to confirm emails were sent to the email address on file, ***************
  
  The deadline to opt out of Auto Renew for the 22/23 season was May 15th. As they did not receive your request to cancel prior to that date, **** is unable to refund the initial deposits or cancel the remaining balance of your passes. Additionally, guests that enroll in Auto Renew do agree to provide a valid method of payment for the charge of their non-refundable pass. The Auto Renew policy, which addresses the opt out deadline and additional terms and conditions, is published on epicpass.com and can be reviewed for your records here https://www.epicpass.com/policies.aspx?tc_1=2.
  
  You indicated that you had been told you and your family had been removed from Auto Renew back in May. **** confirmed that you and your family have been removed from Auto Renew for all future seasons but that it does not apply to current 22/23 season. They also provided that, as you were informed, refund requests are addressed by their third-party partner company, Sedgwick.
  
  Epic passes are historically non-refundable products however, **** did include Epic Coverage with all passes purchased or renewed for the current season. The Epic Coverage policy provides coverage for qualifying personal events (e.g.?job loss, illness, injury, etc.). A detailed list of qualifying events is also published on epicpass.com along with the Epic Coverage terms and conditions. If you determine that you have a qualifying event, you can submit a refund request by calling ************** or by visiting: https://intake.sedgwick.com/u/****.
  
  We regret that we are unable to assist with your request for a refund of the initial deposits and the remaining balance of your Epic passes. **** certainly understands your frustrations and they apologize. However, per their standing policies, once a deposit has been made, passes are non-refundable unless a refund is approved through Epic Coverage. They understand that you purchased additional passes, to take the place of the passes which you had requested to cancel, and **** is willing to refund those duplicate passes. You are welcome to contact them to ensure the duplicates are refunded correctly, if you would like to cancel them. If you choose to pursue a refund through Epic Coverage, for the original passes, we hope that it works out to a positive outcome for you and for your family.
  
  Sincerely,
  ******

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17936093
  
  I am rejecting this response because:Thank you for your response and it is clear that **** resorts values a profit **************** and well being of its customers. The reason for our cancellation was do to my wife finding out that she had a tumor that turned out to be cancerous. Obviously you have no concern for your customers and choose to hide behind unethical and deceptive sales practices. I plan to take my complaint to the **** Attorney General for both **** and ******** based on a few things. A) I never received an email notifying that the renewal was happening (see attached documents that no email was sent in April) and it seems oddly convenient that the last day to cancel is 4 days before I received confirmation that I was billed ( You can see I was sent that email on the 19th). B)You changed your parking policy after May 15th 2022 . I plan to notify our local news stations to warn other consumers of your deceitful sales practices as well. Thank you for making my decision easy in the future of where I plan to take my business.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/05/2022

  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.

  On 9/5/22 I upgraded my ski pass from an Epic Local to a Full Pass through the live chat on the Epic Pass website. The representative was able to perform the upgrade but then charged me an additional fee above the cost of the pass that I was never informed about nor did I ever consent to. I asked him to refund the extra fee or refund my full pass so he refunded me the pass but not the fee in question! I specifically asked for the fee to be refunded and was told there was nothing he could do about it

  Business Response

  Date: 09/12/2022

  Hello ******************,
  
  We have received your complaint which states that you contacted **** Resorts on September 5th in order to upgrade your Epic Local pass to a full Epic pass. They assisted you with upgrading your pass however, when they processed the upgrade they charged an additional fee that you were unaware of nor did you authorize. You requested that the extra fee be refunded or, if they could not refund the extra fee, to cancel your pass. **** cancelled your pass but did not refund the additional fee and they advised that they could not cancel that fee at all.
  
  We appreciate you taking the time to reach out and to express your concerns. **** Resorts is aware of your complaint and they are sorry for any confusion regarding your upgrade and for the frustration this has caused. Your feedback is greatly appreciated and respected, as is your position as an Epic pass-holder.
  
  After reviewing your Epic account, **** Resorts was able to confirm that your Epic Local pass was upgraded to the full Epic pass, as you had indicated. At the time that you purchased your Epic Local pass, you paid only the $49 down payment and the remaining balance was set to be charged automatically in the middle of September. Guests that call to upgrade their pass product are required to pay the upgrade fee in full and they must pay the price of the new pass product as it is listed at the time the upgrade is processed. **** did verify that the initial deposit was refunded back to the original credit card prior to purchasing the new Epic pass. That pass, which cost $859 at the time of your request, was then charged in full to the card provided; **** also noted that a $4.95 shipping fee was charged as well. This fee is included in the even that a guest requests to have their pass card mailed to them prior to the start of the season.
  
  Per your request, they did refund the full Epic pass shortly after the initial upgrade was processed. However,transaction history shows that the pass was then re-purchased; this confirms that you have an active pass for the 22/23 season. Unfortunately, we are unable to view the chat history which you provided and we apologize for any missing information that transcript may clarify. Per the information provided by **** Resorts, we can confirm that you have only been charged a total of $863.95 for the full Epic pass plus the shipping fee. If you are requesting to cancel the shipping fee, **** Resorts would be happy to assist with that request. You can then have your pass card printed in person when you arrive at the mountain for your first trip.
  
  Again, we apologize for any confusion.**** Resorts is also sorry for the frustration this has caused. If you do wish to refund the $4.95 shipping fee, please feel free to contact **** directly by calling ************ or by emailing [email protected] look forward to getting the chance to improve your Epic pass experience and to assisting you with any other requests you may have. Your feedback about your concerns with their customer service team is greatly appreciated and they assure that they are always working to improve upon their overall guest experience.
  
  Sincerely,
  ******

• Initial Complaint

  Date:09/05/2022

  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.

  **** Resorts sells "Epic Passes," which are passes to a network of ski areas that **** owns or contracts with. I was enrolled in "Auto-Renew" on behalf of myself and my two 14 year-old children, ********* and ****. Per the terms of "auto-renew," I was charged a $49.00 non-refundable deposit for the auto-renew passes in May or June 2022. **** charges auto-renew customers the remainder of the cost for the passes in September 2022. As of August 20, 2022, it because apparent that my son, *********, would not be able to use his pass in the forthcoming season, and I asked that his pass be removed and that I incur no further costs for it. I did not ask for a refund of the $49.00 deposit.**** Resorts has refused to cancel my son's pass. It says that the argeement to purchase the pass is binding and that there is no way to get out of the obligation to purchase the remainder of his pass. That strikes me as wrong -- and actually, as a bit of a scam. First, I have received no benefits from **** Resorts. The passes become usable in late November, when the ski season starts. So according to the law of contract, the logic of reciprocity does not compel me to pay for the remaining charge on the pass, if I agree to forfeit the deposit and forego acquiring a pass for my son.Second, there is nothing in the terms of purchase that says one cannot cancel the pass after paying the deposit. The terms say that charges are non-refundable. But I am asking that charges that have not yet been levied be canceled, in exchange for canceling the pass. There is nothing in the terms that says that cannot be done. What I am asking for seems fair and consistent with customary business practices.

  Business Response

  Date: 09/08/2022

  Hello *******************,
  
  We have received your complaint which states that you enrolled in the Epic pass Auto Renew program for yourself and your children and were charged three, deposits of $49 in May 2022. Since then, your son has determined that he cannot use his pass for the coming 22/23 season and you reached out to **** Resorts in order to cancel the remaining balance of his pass which is set to be charged shortly.You were informed that his pass cannot be cancelled and that they cannot cancel the charge of the final balance for his pass, despite having reached out before the charge has been made and well before the start of the season. You are seeking a cancellation of his pass per your understanding of Vails policies.
  
  We appreciate you taking the time to reach out and to provide the details of your concerns and your situation. **** Resorts is aware of your complaint and they are sorry for your frustrations. Your feedback is sincerely valued and they respect your position.
  
  You indicated with the details in your complaint that you are familiar with the Auto Renew program and the process of renewing Epic passes. The initial deposit is charged around mid-May and **** Resorts provided that multiple email reminders are sent prior to the charge of this deposit. These email reminders indicate the date the charge will be processed and provide information on how to cancel Auto Renew prior to this payment. Additionally, the Auto Renew policy is published on epicpass.com and accessible by all Epic pass guests. This policy does state that once a deposit has been made, Epic pass products are non-refundable and the remaining balance will be charged to the payment method on file. You are welcome to review these terms and conditions for your records here https://www.epicpass.com/policies?tc_1=2.
  
  Although **** cannot cancel your sons pass or cancel the remaining balance, they did include Epic Coverage with all pass products purchased and renewed for the 22/23 season. The Epic Coverage policy is free for all pass holders and covers qualifying personal events (e.g.?job loss, illness, injury, etc.). You can review the terms and conditions on epicpass.com to determine if you do have a qualifying event. If you choose to request a refund of his pass and he does have a qualifying event covered by Epic Coverage, you can submit the refund request by calling ************ or by?visiting:?https://intake.sedgwick.com/u/****.?
  
  We regret that we cannot assist with cancelling your sons Epic pass prior to the start of the 22/23 season. Unfortunately, per Vails standing policies, Epic passes are non-refundable once an initial deposit has been made. They certainly understand your frustrations and respect your position however, they cannot make exception to their current policy. They assure that they will review your feedback as they continue to work on improving their current policies and procedures in order to provide the best experience for their guests. If you do choose to pursue a refund through Epic Coverage, we hope that it works out to a positive outcome for you and for your family.
  
  Sincerely,
  ******

• Initial Complaint

  Date:09/03/2022

  Type:Billing 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'm writing on behalf of my 80 year old father who has been a patron of *********************************** for over 25 years. He has been buying season's passes as well as gift passes for family members for years, but last year he didn't use his pass once, and this year he isn't physically able to ski so hadn't planned or wanted to buy one. Unfortunately, **** automatically charged his credit card this year for a? $49 ?epic pass "deposit" without his permission. Unbeknownst to him, ?"auto renew"? was selected in the system,? he did not select this option himself. When he called to try to get his money back, he was told it was past the "opt-out date", even though it was still June. When he went onto the website, he was not able to delete his credit card from their system?, and has since been told that as of mid-September he will be charged in full for this year's season pass.? ?He is not able to cancel his season's pass, or even remove himself or his credit card information from their system. This is an 80 year old man that ?is not able to ski and did not want a season's pass, or have any desire to purchase one. It is absolutely criminal that he is not able to remove his own credit card details from their system?, and that they still plan to charge him in full in mid-September.? These business ethics are extremely questionable, if not completely non-existent.?I understand that **** has their protocols, but what about consideration, empathy and common sense when making client-based decisions????We are feeling very frustrated with this process, and a?re? wondering if you can help out in any way.

  Business Response

  Date: 09/06/2022

  Hello ****************,
  
  We have received your complaint which states that your father purchased an Epic pass for the 21/22 winter season. Unknowingly, he became enrolled in the Auto Renew program and was charged a deposit of $49 for a 22/23 Epic pass that he cannot use. He reached out to **** Resorts to cancel this pass before the remaining balance of his pass is charged however, they informed him that his pass is non-refundable and unable to be cancelled, even before the pass has been purchased in full. You are requesting assistance with cancelling his pass and ensuring that his information is removed from Vails system.
  
  We appreciate you taking the time to reach out on behalf of your father and for providing the details of his situation. **** Resorts is aware of your complaint and they apologize for your frustrations and for the challenges you and your family have faced. They value your feedback and sincerely respect your position.
  
  You indicated that your father was enrolled in the Auto Renew program without his knowledge. **** Resorts does apologize for any confusion regarding the enrollment process. They provided that guests are able to enroll in Auto Renew at the time that they purchase a pass product or at any point throughout the season prior to the charge of the initial deposit for the following season. If guests purchase a pass online,there is an option to opt in or out of Auto Renew throughout the purchase process.If a guest purchases a pass product over the phone, with the assistance of a **** Resorts team member, the agent will confirm whether the guest would like to enroll in the program.
  
  While they understand that he may not have intended to enroll in Auto Renew, **** did indicate that once a deposit is charged, Epic pass products are non-refundable. They also advised that they did send multiple email reminders to guests enrolled in Auto Renew,prior to the initial charge, which confirmed the date that deposits would be charged and provided contact information in order to cancel their pass within the cancellation time frame. Per these emails, the final date to cancel Auto Renew for the 22/23 season was May 15th, 2022.
  
  Additionally, per the pass purchase/ Auto Renew policy, once a deposit is charged, guests do agree to provide a valid payment method which will be charged for the remaining balance of their pass at the pre-determined later date. You are welcome to review these terms and conditions on epicpass.com by visiting https://www.epicpass.com/policies?tc_1=2.These terms and conditions are updated each year and accessible to all Epic pass guests.
  
  Although **** is unable to cancel your fathers pass, they did state that they have included Epic Coverage with all pass products purchased or renewed for the 22/23 season. This policy is included at no additional cost and covers qualifying personal events (e.g.?job loss, illness, injury, etc.) which may be eligible for a refund. The terms and conditions, including a detailed list of qualifying events are posted on epicpass.com as well. If you would like to request a refund on your fathers behalf, and you are able to determine that he does have a qualifying event covered by Epic Coverage, you can submit that request by calling ************ or by?visiting:?https://intake.sedgwick.com/u/****.?
  
  We regret that we are unable to assist with your request to cancel your fathers Epic pass. **** Resorts is also truly sorry for your frustrations however, their standing policies and the Auto Renew opt out deadline are non-negotiable and they are unable to make exceptions. Your feedback on their current policies is appreciated and they will review your comments as they continue to update and alter their policies to improve their guests experiences. If you do choose to pursue a refund through Epic Coverage, we hope that it will work out to a positive outcome for your and for your father.
  
  Sincerely,
  ******

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17916484
  
  I am rejecting this response because:

  Thank you for taking the time to respond. I am rejecting this response as per this statement: "They also advised that they did send multiple email reminders to guests enrolled in Auto Renew, prior to the initial charge, which confirmed the date that deposits would be charged and provided contact information in order to cancel their pass within the cancellation time frame." 

  My father received no such emails. We have gone through his entire email history, and have found no messages pertaining to Auto Renew, or any contact information given in order to cancel the pass within a certain time frame. We request that **** provide ** with proof that these emails were sent to his email address that gave him the information he needed in order to cancel his 2022/23 pass before they automatically charged his credit card.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/21/2022

  Hello, ****************,
  
  We appreciate you taking the time to follow up on your initial complaint and to provide more details of your situation. We have passed along the additional information you provided to **** Resorts. Again, they do sincerely apologize for your frustrations and any confusion.
  
  **** has agreed to perform and in-depth review of your fathers account and his enrollment in Auto Renew citing the new information you provided about not receiving email communication. In order to complete this review, they do require a few more details in order to confirm your fathers account. They ask that you confirm the email address on his Epic account as well as the address and/or phone number on file. You are welcome to provide this information in a response to this communication however, if you would prefer,you are also able to provide this information directly to **** Resorts by emailing them at ****************************************** they receive your confirmation, they will reach out to their marketing team to verify email communication prior to the initial deposit charge for the 22/23 season.
  
  Again, we apologize that we cannot assist you with this request at this moment. However, we are confident that **** Resorts will review your fathers account and make certain that all contact information was up to date and provided to their marketing team at the time email reminders were sent. They look forward to hearing from you and hope to have a resolution for you and for your father shortly.
  
  Sincerely,
  ******

• Initial Complaint

  Date:08/27/2022

  Type:Order 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.

  Ordered EPIC ski passes. They shipped to the wrong address. Now they want to charge me to ship the passes to the correct address.This is absurd. They made the error and shipped to the wrong address. Why should I be paying to correct their error? They say it is their policy. I ask as to speak to a supervisor or managaer and was refused. They also refused to send me a copy of the online chat.

  Business Response

  Date: 08/31/2022

  Hello **********************,
  
  We have received your complaint which states that you purchased Epic passes for the 22/23 winter season. At that time, you were charged a shipping fee to have new pass cards sent to your home however, the address listed on your confirmation was incorrect. When you reached out to Vail Resorts to have your passes shipped to the correct address,they informed you that you would have to pay another shipping and handling fee.Due to this mistake, you requested to speak with a supervisor but were unable to reach one.
  
  We appreciate you taking the time to reach out and voice your concerns. Vail Resorts is aware of your complaint and they apologize for your frustrations. They certainly understand and respect your position.
  
  As you are already aware, **** will gladly mail passes out to guests prior to the start of the season. In order to process that shipping request, there is a mandatory shipping and handling fee of $4.95. However, you also indicated that this was charged but the pass was mailed to an old address linked to your account. Per Vails pass purchase policy, in order to have a pass printed and shipped out again, they do require another shipping fee be charged.
  
  Despite this policy, per a review of your account, Vail Resorts provided that they did in fact submit a second request to have a pass printed and shipped to your updated address and that the shipping fee had been waived. They also indicated that the only pass to be printed and shipped was for yourself, ******************************* as the passes for your family members had been assigned to their existing pass cards from the 21/22 season. They would be happy to assist with having new pass cards printed for your family if they no longer have those existing cards.
  
  As we stated, Vail Resorts is very sorry for your frustrations and they are sorry for the initial confusion regarding your correct shipping address. Your feedback about their current shipping requirements is greatly appreciated and they will review your comments as they continue to work on improving their overall guest experience. They are confident that you will receive your pass in the mail shortly and look forward to seeing you and your family this winter.
  
  Sincerely,
  ******

  Customer Answer

  Date: 08/31/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/26/2022

  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.

  My family purchased a ski pass for the 2021-2022 ski season and we used that pass to ski at one of the partner resorts -- ********* in *******, **. Unfortunately, near the end of the ski season, I was going down a "bunny" slope with my daughter whom I am teaching to ski. While on the slope, a skier who was out of control, nearly struck my daughter and instead hit me. I'm physically fine but it traumatized my daughter and when we returned to ski the next day, she refused. Well, my daughters doesn't want to ski this season but apparently we missed the opportunity to cancel the auto-renew on the pass -- which was in APRIL? So, they want to charge me for the pass this season and I'm telling them that my family doesn't want to ski -- but according to their auto-renew policy we have to purchase the season pass. The already charged me $49 dollars back in April (which I didn't notice on my credit card). I've spent 3 hours on the phone with representative and they keep referring back to their policy -- a policy which sounds very "sketchy." I haven't received any service but am told that I'm essentially obligated to buy the pass.

  Business Response

  Date: 08/30/2022

  Hello **********************:
  
  We have received your complaint which states that you purchased a pass for the 21/22 Epic season in order to visit Northstar resort. Unfortunately, while you were there you had an accident which ended your trip and ultimately resulted in your family opting not to ski for the 22/23 season. However, you missed the deadline to cancel the Auto Renewal of your passes and **** Resorts has informed you that you will still need to pay the remaining balance for the passes you cannot use.
  
  We appreciate you taking the time to reach out and provide the details of your situation and your request. **** Resorts is aware of your complaint and they apologize for our frustrations.They truly do respect your position and value your feedback as one of their guests.
  
  As you indicated, you did enroll in the Auto Renew program when you purchased passes for the 21/22 Epic season. **** Resorts did advise that they sent multiple email reminders, beginning in March,to all guests enrolled in the Auto Renew program alerting them that initial deposits would be charged in May. These emails also provided contact information in order to cancel Auto Renew prior to the opt out deadline. Per these emails, the final date to cancel Auto Renew for the 22/23 season was May 15th. Vails records indicate that they did not receive your cancellation request prior to that deadline.
  
  **** understands that you have concerns with their non-refundable and auto renew policies. While they truly do respect your position, these standing policies are non-negotiable. They did provide that both the pass purchase and Auto Renew policies are published on epicpass.com and available to the public. Per the terms and conditions acknowledged when you opted into the Auto Renew program, you agree that your pass is non-refundable except as set forth in the Epic Coverage refund policy.
  
  Epic Coverage has been included with all pass products purchased and/or renewed for the 22/23 season. The Epic Coverage policy covers qualifying personal events (e.g.?job loss, illness, injury, etc.) and provides guests who have experienced a qualifying event with the ability to request a refund of their pass. The terms and conditions, including a detailed list of qualifying personal events covered by Epic Coverage can be found on epicpass.com here:?https://www.epicpass.com/info/epic-coverage.aspx. If you determine that you do have a refund eligible event, you can submit your refund request through Vails third-party partner company, Sedgwick, by calling ************** or by?visiting:?https://intake.sedgwick.com/u/****.
  
  We regret that we are unable to assist with your request however, per Vails standing policies, we cannot cancel your Epic pass product. As we previously stated, **** Resorts is truly sorry for your frustrations and they greatly appreciate your feedback. While they cannot make exceptions to their current policies, they have assured that they will reflect upon your comments while they continue to review and improve upon their policies and programs. **** did confirm that you and your family have all been removed from the Auto Renew program for all future seasons. If you do choose to pursue a refund through Epic Coverage, we hope that it works out to a positive outcome for you and for your family.
  
  Sincerely,
  ******

• Initial Complaint

  Date:08/26/2022

  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.

  We live in **************** and ski at Whister, buying an Epic edge card every year. I thought that it was a brilliant idea for **** Resorts to offer epic insurance to maintain pass sales and customer loyalty during the Covid outbreak. We bought 2020/21 passes early because I trusted the *************** Due to boarder restrictions caused by *****, we were unable to ski at Whister. Epic honored the coverage and refunded us fully for the passes. We bought 2021/22 passes early, again putting our trust in the Epic coverage. Travel restrictions due to ***** remained throughout the 21/22 season and we did not use any of our passes. We submitted a claim online to **** Resorts (Sedgewick) and was denied. We find this decision a breach of contract, or at least, poor business ethics, or shady and confusing business tactics for short term gain. It seemed to me that there were travel restrictions going to and from ******....I live on the Border!

  Business Response

  Date: 08/30/2022

  Hello **************,
  
  We have received your complaint which states that, as a resident of ****************, you purchased an Edge card through Epic pass for the 21/22 winter season. You purchased this pass under the impression that Epic Coverage was included with all pass products and provided refunds to guests that were unable to use their passes due to possible travel restrictions. You previously used Epic Coverage to successfully cancel and refund your Epic passes for the 20/21 season due to travel restrictions between the US and ******. Unfortunately, your request for a refund for the 21/22 passes was denied despite your inability to use them.
  
  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 value your feedback and sincerely respect your position.
  
  As you indicated, all Epic pass products, including ****************** Edge cards, purchased for the 21/22 season did include Epic Coverage. The Epic Coverage policy does provide refunds to guests who are unable to use their pass due to a qualifying personal event.Per the Epic Coverage terms and conditions, travel restrictions are included as a qualifying event however, in order to qualify, there are eligibility requirements which must be met. This information is included in the Epic Coverage terms and conditions posted on epicpass.com.
  
  Additionally, with regard to requests due to travel restrictions, **** also provided that government travel guidance such as general quarantines and lodging restrictions do not qualify under Epic Coverage. After reviewing the details presented in your request, and based on the timing of your submission, Vails partner company, Sedgwick,determined that there were no travel restrictions in place that aligned with the Epic Coverage terms and conditions. Outside of Epic Coverage, Epic pass products are essentially non-refundable products. This is addressed in the pass purchase policy which is presented and acknowledged at the time guests purchase a pass. **** has confirmed that guests cannot complete their purchase without agreeing to this policy.
  
  **** Resorts is very sorry for your frustrations and they do respect your position and your loyalty as an Epic pass-holder. Regrettably, per the standing policies set forth by ****, we are unable to assist with refunding your unused 21/22 Edge cards. As we stated,**** greatly appreciates your feedback regarding their policies and they will review your comments as they continue to work on improving their overall guest experience. They wish you and your family the best as you move forward.
  
  Sincerely,
  ******

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17781064
  
  I reject this response because **** did not honor the following Epic Coverage condition;

  "Travel Restrictions - ******. You are domiciled in the: (i) ******************* or outside of ***************** or (ii) ************* and your Pass only provides you with access to ******************, and you are unable to use your Pass during the Core Season due to a government-imposed prohibition on your entry into ****** or the **************************** that affects all similarly situated travelers for thirty (30) or more consecutive days, at least seven (7) days of which are during the Core Season."

  I bought my 2021/22 Epic "Edge Card" for use at ******** Ski Resort in advance knowing that the ********/** border was still closed due to Covid. I was hoping that by the time ski season started the border would be open. I thought that if the border did not open, I would be granted a refund by **** based on the "Travel Restrictions" condition listed in the Epic Coverage policy (see above). Border restrictions remained during the entire ski season, and I was unable to use my edge card to ski at ********. I applied for a refund due to the "Travel Restriction" condition and was denied.

  I am not sure why I was denied a refund, and why **** will not honor their end of the bargain. **** states in their reply:

  "As you indicated, all Epic pass products, including ******** Blackcomb Edge cards, purchased for the 21/22 season did include Epic Coverage. The Epic Coverage policy does provide refunds to guests who are unable to use their pass due to a qualifying personal event. Per the Epic Coverage terms and conditions, travel restrictions are included as a qualifying event however, in order to qualify, there are eligibility requirements which must be met. This information is included in the Epic Coverage terms and conditions posted on epicpass.com.
  
  Additionally, with regard to requests due to travel restrictions, **** also provided that government travel guidance such as general quarantines and lodging restrictions do not qualify under Epic Coverage. After reviewing the details presented in your request, and based on the timing of your submission, Vails partner company, Sedgwick, determined that there were no travel restrictions in place that aligned with the Epic Coverage terms and conditions. Outside of Epic Coverage, Epic pass products are essentially non-refundable products. This is addressed in the pass purchase policy which is presented and acknowledged at the time guests purchase a pass. **** has confirmed that guests cannot complete their purchase without agreeing to this policy."

  I don't understand what part of the travel restriction I don't meet to get a refund. There were travel restrictions and I was unable to travel to ******, therefore I did not get to use my pass. I am not a lawyer, but it seems clear to me that there were travel restrictions that prevented me from using my pass. Why did they refund me last year and not this year? My only guess is that **** was losing too much money due to ***** and decided to "stick it to" the loyal pass holders so they could realize a small short-term financial gain. The Epic contract must have some legal small print that allows them to deny refunds. Denying my refund request seems illegal, or it is just very shady business tactics.

  **** also states in their reply:

  "**** Resorts is very sorry for your frustrations and they do respect your position and your loyalty as an Epic pass-holder. Regrettably, per the standing policies set forth by ****, we are unable to assist with refunding your unused 21/22 Edge cards. As we stated, **** greatly appreciates your feedback regarding their policies and they will review your comments as they continue to work on improving their overall guest experience. They wish you and your family the best as you move forward."

  This is boilerplate garbage. If they really respected my loyalty as an Epic pass holder, they would honor their promise and give me my refund. What **** really has accomplished (other than a small short term financial gain) is to permanently tarnish their reputation and destroy my loyalty. I have bought preseason passes for my family at ******** for many years and planned to continue. I planned on using our refund to buy our 2022/23 Epic passes. Thus far I have not purchased our 22/23 passes. I want **** to know that if they do not refund our passes my family will stop doing business with all **** Resorts. This shady short term business decision will cost them a lot of future revenue from ticket sales, lodging, and other sources. I guess my local ski loyalty will change to Mt ***** and ******* Mountain in **********. Instead of wasting my money up at ********, I will extend our annual ski trip to *******. It's so much better there anyway. 

  I have noticed that since **** took over ********, the ski experience has gone downhill, so to speak. Most people I talk to on the lifts, especially the *********" agree. They all seem to hate **** for what they have done to ********. I would hope that BBB will investigate this further, and if I do not get a refund, maybe they could consider downgrading **** Resorts....maybe to an F.

  Thanks,

  ***** and *****************

   

   

  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/14/2022

  Hello **************,
  
  Thank you for following up on your initial complaint and for providing additional information regarding your request.We certainly understand your frustrations and we are sorry that we are unable to assist with your refund request. **** Resorts apologizes for your continued frustrations.
  
  We did reach out to ******** to request additional details of your request and of their denial. They indicated that, at the time you submitted your refund request on May 10th, there were no extended travel restrictions in place preventing guests from crossing the border into ******. Per the information cited in the Epic Coverage terms and conditions, government mandated restrictions which prevented guests from using their pass for more than 30 days throughout the core season, Travel required quarantines and/or restrictions which prohibit use for less than 30 days do not qualify under Epic Coverage. All Epic Coverage refunds, both approved and denied, are processed at the discretion of ******** in line with the Epic Coverage terms and conditions.
  
  **** understands that you were unable to enjoy your 21/22 winter season and they are truly sorry. However, all Epic pass products are non-refundable. As we previously advised, the pass purchase policy states that passes are non-refundable except as set forth in the Epic Coverage terms and conditions. **** Resorts does not handle the refund of their products directly, this is the responsibility of their third-party partner company,Sedgwick. **** cannot make exceptions to their policies and they cannot make exceptions to the outcome of Epic Coverage cases which are processed by *****************
  
  We do understand your concerns and your feedback is sincerely appreciated by **** Resorts and their partners at Sedgwick. Unfortunately, per these standing policies, Epic pass products are non-refundable unless approved through Epic Coverage. **** has advised that they are still looking into the finer details of your specific refund request,but at this time, a refund cannot be provided for the 21/22 season. If they discover that your case can be re-opened or appealed, they will let you know.
  
  Sincerely,
  ******

  Customer Answer

  Date: 09/20/2022

   

  Complaint: 17781064
  
  I am rejecting this response because:

  We were unable to use our passes because of "government mandated restrictions which prevented us from using our passes for more than 30 days throughout the core season", which is covered under Epic Coverage. I don't understand what part of the "Epic Coverage terms and conditions" we don't meet to get a refund. Is there some fine print or tricky legal jargon to trick me? It is simple; we were unable to use our passes due to government mandated border restrictions, so please give us a refund so we can buy our 2022/23 passes.

  I would like to say again the only reason I bought a pass is because they refunded our 2020/21 passes, thus I trusted they would refund our 2021/22 passes if the border restrictions remained. I understand that at some point they lessoned the restrictions, but restrictions still remained that prevented us from using our passes during the core season. My only guess is that they must have some sort of a legal angle to refuse refunds. It's not worth getting a lawyer to pursue this, but we hope that the BBB will downgrade ****.

  I will also say again that unless **** lives up to their promise, I will not buy a 2022/23 pass at ******** and will NEVER purchase products from any **** associated resort. This is not really about the money, because we can afford to fly to *********** and ski at ******* every year. It is about business ethics and being cheated publicly traded company that we were loyal to and have spent tens of thousands of dollars at in the past. If **** wants to alienate loyal customers for a few thousand dollars, which seems like a very poor short term business decision, I guess there is nothing I can do about it but refuse to do any business with them in the future.    

  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/26/2022

  Hello **************,
  
  We appreciate all the time you have taken to continue reaching out regarding your complaint and your frustrations. We are truly sorry that we have not been able to resolver your requests, as is **** Resorts. They certainly understand your frustration and they respect your position on their Epic Coverage policy.
  
  Unfortunately, per the information that has been provided by ********, we cannot elevate or review your request further. **** Resorts cannot review your request any further. We recognize that you were unable to use your passes and that you indicate that you were unable to visit ****************** due to travel restrictions. However, as we previously stated, ******** is the company responsible for processing all Epic Coverage refund requests. They have advised that based on the information they have regarding international travel, they cannot approve a refund request. We cannot speak to the exact details of their denial, beyond what they have provided in their initial denial response. You are welcome to contact ******** directly with any questions you have as they may have more information for you.
  
  **** Resorts is aware that you may choose to no longer visit their resorts and they truly apologize for the unfortunate outcome to your refund request. They absolutely will continue to review the Epic Coverage policy to improve upon the terms and conditions and your criticism is invaluable as they review the eligibility requirements associated with international travel events. If you choose to contact ********, **** hopes that they will be able to provide clarity for you and for your family. No matter what you choose to do in future seasons, they wish you and your family all the best as you move forward.
  

  Sincerely,

  ******

• Initial Complaint

  Date:08/25/2022

  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.

  The Epic Pass, a product of **** Resorts (Epic), is used to give seasonal mountain access to its customers. This pass has the option of 'Auto-Renew' and is used to lock in the lowest price for the upcoming pass season. I purchased an Epic Pass for the 2021/2022 ski season and selected Auto-Renew. This means that I would be charged a non-refundable $49 in May 2022, to lock in the lowest price for the 2022/2023 Epic Pass. I would only pay ~$600, a couple hundred less than purchasing normally.The Auto-Renew option is ADVERTISED as the opportunity to lock in the lowest price for the upcoming season; however, Epic views this as a commitment to pay for the upcoming pass and considers the pass purchased as of May 2022 (when they charge the initial $49 down payment). In reality, nothing has been purchased. Only the 'Right' to pay a lower rate for the upcoming season. If in fact this $49 constituted a purchase, I would rights to the pass itself rather than just the Rights of a lower rate.When I called (more than 5 times between May and August) to cancel my 2022/2023 season pass, I expected them to (1) cancel the pass, (2) keep the $49 down payment (Auto-Renew), and (3) NOT charge me the ~$551 balance of my season pass (~600 lowest pass price less $49 auto-renew deposit).This is the complaint to Vail Resorts (Epic). **** claims that I did in fact already purchase a 2022/2023 season pass by paying the $49 down payment and I am required to pay the balance of ~$551. This is incorrect. Regardless of their position, I did not purchase their product; I purchased the Right for a locked price on their product. I have no Rights to ski at Vail Resorts properties. Vail Resorts has not provided any services.Vail Resorts should cancel 2022/2023 Epic Pass, as requested, and change their internal policies for Auto-Renew to be in line with how Auto-Renew is advertised.

  Business Response

  Date: 08/29/2022

  Hello ********************,
  
  We have received your complaint which states that you enrolled in the Epic pass Auto Renew program when you purchased your pass for the 21/22 season. You opted to enroll in this program because you were informed that it guaranteed you the best price on an Epic pass for the 22/23 season. You were also informed that a non-refundable deposit of $49 would be charged in May 2022 and that the remaining balance would then be charged later in the year. Per your understanding, you were unaware that the deposit was essentially a down payment and that it locked you in to pay the remaining balance of the pass. You tried to cancel this pass multiple times throughout the summer but have been told that you cannot cancel and that you are obligated to pay the remaining balance of your pass despite requesting to cancel prior to the season beginning and before receiving the actual pass. Due to these miscommunications, you urge Vail Resorts to alter their current policies and request that they cancel your pass.
  
  We appreciate you taking the time to reach out and to provide the details of your request. Vail Resorts is aware of your complaint and they apologize for any confusion which has resulted in your frustrations. Your feedback is greatly appreciated and they certainly respect your position.
  
  As you provided, the Auto Renew program is provided for all guests and allows pass-holders to pay for their passes in two separate transactions instead of paying all at once. Guests also have the option of enrolling in Auto Renew at any point throughout the season. In order to cancel Auto renew, guests must request to cancel prior to initial payment of $49 being charged in May. Per Epics website, the cancellation deadline for the 22/23 season was May 15th. Additionally, **** also sent email reminders to guests enrolled in the Auto Renew program in March advising of the time frame to cancel for the 22/23 season.
  
  Vail Resorts advised that details of Auto Renew are published on their website, epicpass.com, for all their guests. They have also published the full Auto Renew policy on their website which provides the terms and conditions which guests agree to at the time that they enroll in this program. Per these terms and conditions, guests who are charged an initial down payment do agree to pay the remaining balance of their pass product. You are welcome to review this policy in full by visiting https://www.epicpass.com/policies.aspx?tc_1=2.
  
  Although they are unable to refund or cancel your purchase for the 22/23 season, Vail Resorts did include Epic Coverage at no charge again this year. If you feel you have had a personal event that qualifies, you may request a refund through their third-party processor, Sedgwick. In order to determine if you have a qualifying event, you can review the Epic Coverage terms and conditions which are also published on epicpass.com. From there you will be able to request a refund of your using https://intake.sedgwick.com/u/Vail. Refund requests can also be submitted by calling **************.
  
  As we stated, Vail Resorts is truly sorry for any confusion regarding their Auto Renew program. Your feedback about their website and advertisement of Auto Renew is invaluable to them and they will reflect on your comments while they continue to review their current policies in order to provide the best information and experience possible for their guests. We regret that we cannot assist with your request to cancel your pass prior to the final balance being charged however, per the current standing policies which have been published and made accessible to the public, Epic passes are non-refundable once a deposit has been made. If you do choose to pursue a refund through Epic Coverage, we hope that it will come out to a positive outcome. 
  
  Sincerely,
  ******
  
  

• Initial Complaint

  Date:08/23/2022

  Type:Product 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.

  We bought 4 annual passes last year for the whole family However, due to health reasons, we could not go. We file refund requests with the detail information accordingly However, we never ever get the refund!

  Business Response

  Date: 08/25/2022

  Hello ********,
  
  We have received your complaint which states that you purchased 4 Epic passes for the 21/22 winter season which you were unable to use due to health issues. You submitted a refund request per Vails policy and you provided supporting information however your request was denied. You are seeking reimbursement for these unused passes.
  
  We appreciate you reaching out and providing the details of your concerns. **** Resorts is aware of your complaint and they apologize for your frustrations. They greatly value your feedback and respect your position.
  
  Based on the information you provided, **** Resorts did review the details of your refund request. They reached out to their partner company ******** to confirm the information that they had regarding your request. Initially, ******** had advised that they did not have the necessary supporting documentation in order to approve your request. However, per Vails request to review your case, ******** has determined that you do meet the eligibility requirements and they have now approved your refund request for your four unused 21/22 Epic passes. Your refunds will be issued in the form of checks and sent to your home address.
  
  As we stated, **** is truly sorry for the frustration this experience has caused you and your family. They appreciate your time and they assure that they continue to review their policies to ensure they can provide the best experience for all their guests. We are very glad that **** was able to resolve your request and that the outcome was positive. We wish you and your family all the best and that you all stay healthy and safe.
  
  Sincerely,
  ******

  Customer Answer

  Date: 08/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:08/19/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Hi **** Resorts Unfair Unfair Unfair.I had booked a stay at the ************* in ******** **************** ****** for today August 18th 2022. Checking out tomorrow August 19th 2022. I had made the booking through Priceline and this goes through your **** Resorts Wholesale division.The **** Resorts Wholesale reservation number is IWB ***** The Priceline reservation number is ********* Our entire family has been affected by COVID-19 and my dad was in the hospital on August 16th 2022. Hence we are unable to travel to ******** ****************. This is very very unfortunate and we have no other option other than cancelling our reservation. I have spent several hours over phone and email with Priceline and they are not able to get in touch with **** Resorts and arrange for cancelation.After great difficulty i got hold of ********* who is one of the managers in **** Wholesale and she is also very indifferent and keeps saying Priceline needs to contact them. However Priceline is unable to contact them to arrange for a cancellation. This is very upsetting.Is this how the customers should be treated?I have sent several emails and made several calls to Priceline and **** Wholesale for the past 2 days. None has yielded any results whatsoever.The reservation is still not cancelled and the money is not yet refunded. I paid 174 dollars for staying one night I want Better Business bureau to black list this company for how they have treated honest people like us. I am attaching the proof of ***** that makes us ineligible to travel.

  Business Response

  Date: 08/26/2022

  Hello ********,
  
  We have received your complaint which states that you booked a stay at ************** a lodging property owned by **** Resorts, for a visit to ****************** on August 18th.You were meant to stay only one night and booked through a third-party site,Priceline. Unfortunately, you were unable to make your reservation due to health issues caused by COVID-19. You have reached out to Priceline to cancel your reservation and been told that only ************* can complete the cancellation and refund of your request. You have also spoken with Vails wholesale team and been told that they cannot assist you with your request without communication from Priceline. Since speaking with both companies, you have followed up and sent email communications but have not yet received any confirmation that your reservation was cancelled and that the money was refunded.
  
  We appreciate you taking the time to reach out and to provide the details of your concerns and your request. **** Resorts is aware of your complaint and they are truly sorry for the difficulties you have experienced and they understand your frustration. Your feedback is greatly appreciated and they respect your position.
  
  Vails corporate sales office primarily handles requests related to the sale of Epic passes and sales for on-mountain activities. **** does provide a lodging reservations department for each resort who address inquiries regarding lodging reservations. They do understand that you initially booked your stay through a third-party company,Priceline. **** Resorts would be happy to look into your request further and they will reach out to their team in ******** on your behalf.
  
  **** asks that you keep your complaint open with the Better Business Bureau while they reach out to ******************; you are able to keep the current complaint open by rejecting this initial response. **** greatly appreciates your continued patience as they work to help resolve your concerns. Any additional information they discover or updates will be included in their response.
  
  Sincerely,
  ******

  Customer Answer

  Date: 08/27/2022

   
  Complaint: 17740811
  
  I am rejecting this response because:

   

  I am very upset and very unhappy with the treatment meted out to me by Priceline and Legends ******** Black comb.

   

  We were forced to cancel the trip because of COVID and we have provided sufficient proof from the hospital.

   

  It is your duty to honor such requests especially from Senior Citizens like us.

   

  we are not millionaires like you and all we are asking for is a refund of our one night stay.

   

  We need your help in this refund asap

   

  We 

  
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 09/07/2022

  Hello ********,
  
  We thank you for keeping your complaint open as we had suggested while we work with **** Resorts regarding your concerns. **** is truly sorry for your frustrations and they understand you and your family have been dealing with challenges related to COVID. They are still working with their team in ****************** to gather more information on your reservation and to make sure your refund request is addressed by the correct department. They regret that they do not have a resolution at this time but assure that they are still actively working on your request. Your patience is greatly appreciated.
  
  Sincerely,
  ******

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17740811
  
  I am rejecting this response because:

   

  I understand that *************

   

  Kindly please provide and process a refund or provide me a credit for one day stay in the resort that i can use at a later stage.

   

  This is the least you could do for me. Please help. Also provide a direct contact number where i can reach you please.

   

  Hoping for a response and resolution and please help me with my hard earned money.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 09/23/2022

  Hello **********************,
  
  Again, we truly apologize for your concerns and your frustration. Unfortunately, **** Resorts is still awaiting additional information from their team at ****************** and they are unable to approve any sort of refund or provide an update until they receive this information. They are reaching out on a daily basis to ensure that ******** is aware that your case is of high priority.
  
  **** understands that you have already contacted Whistlers reservations team, however they suggest contacting them in follow up to your initial communications. **** Resorts is unable to access lodging information for their resorts, as this is handled by each resort specifically,and they urge you to contact their ******** team again in order to speak with a representative personally. The contact number for Whistlers lodging reservations team is ************.  They assure that they will continue to reach out to determine what they can regarding your reservation.
  
  Regrettably, we cannot provide a refund at this time but we are eager to here from **** and from ****************** regarding your request. They truly hope to have a resolution shortly and greatly appreciate your patience while they review your familys situation and refund request.
  
  Sincerely,
  ******

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 17740811
  
  I am rejecting this response because:
  

   

  I have contacted them several times and haven't got any response.

   

  I request your help in contacting them regarding my case.

   

  Thanks
  Sincerely,
  
  ***********************************