Reviews

This profile includes reviews 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

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  Vail Resorts Management Company

  PO Box 8329 Breckenridge, CO 80424-8329

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  Vail Resorts Management Company

  Po Box 5808 Dillon, CO 80435-7997

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  Vail Mountain

  137 Benchmark Rd Avon, CO 81620

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  Keystone Resort

  22869 US Highway 6 Keystone, CO 80435

Review Details

• Review fromDaniel J

  Date: 09/06/2022

  1 star
  I agree with many of the bad reviews here. In my situation, my wife got pregnant, and some months later, she had a miscarriage. I don't need to tell you how sorrowful this situation was for me and my family. Then, after the dust settle down, I decided to request a refund for the pass I bought for my wife since she didn't use it for a single day. However, after providing Vail Resorts with a lot of personal information and documentation asked by them to prove her pregnancy and the miscarriage, they simply said: "Thank you for providing documentation so I can fully investigate and review your refund request. I have completed my investigation and unfortunately, I am unable to issue you a refund."I understand it is their call to refund or not, and they are not responsible for the pain I experienced. On the other hand, it is my choice not to do business with a company whose values are different from mine. So, this year, I will not buy any Epic pass again.

• Review fromLochlen D

  Date: 09/04/2022

  1 star

  Lochlen D

  Date: 09/04/2022

  The absolute worst customer service I have ever received. I used to work for **** and loved the company but I cannot believe how bad my service has been. I put a down payment down for an epic local pass earlier this year but no longer have the funds to pay for it. I know I can't get my deposit back so I asked if I could just cancel that pass as it was not paid for yet and buy an Ohio pass. They said this is not possible and you will just have to pay for it. They're happy to do the paperwork to upgrade your pass but refuse to help change a pass. I asked to speak to a manager and the lady said "no, no one else is here and if you call back in you will just get the same response". It is so disappointing to see how **** has become such a money hungry corporation and not care about its customers or former employees.

  Vail Resorts Management Company

  Date: 09/08/2022

  Hello **************,We appreciate you taking the time to reach out and to detail your concerns regarding your experience with **** Resorts. **** Resorts is aware that you have contacted the Better Business Bureau and they apologize for your frustrations. They certainly understand and respect your position and the greatly value the feedback you have provided. Your history as a **** Resorts employee is also valued.We understand that you have requested to downgrade your 22/23 Epic Local pass to an Ohio pass prior to the remaining balance being charged. **** informed you that they are unable to downgrade passes but are willing to assist with upgrading if needed. Due to conflicting information, you purchased an Ohio pass, in full, prior to requesting to cancel the Epic Local pass, again prior to the remaining balance being charged. **** indicated that passes are also non-refundable and that they cannot cancel the Epic Local pass despite not having paid the full price.While **** apologize for any confusion, they did clarify that pass products are both non-refundable and unable to be downgraded once purchased or once a deposit is made. The non-refundable status of Epic pass products is addressed in the pass purchase policy which is presented at the time guests purchase their pass and is published on epicpass.com. As refunding a pass is required to downgrade, **** has verified that they are unable to downgrade passes outside of a 72-hour buyers remorse period.They are aware that you purchased another pass in addition to the Epic Local pass. While they cannot cancel the Epic Local or downgrade it, they are able to cancel and refund the secondary **** Epic pass that was purchased on September 4th. If you would like to cancel that pass, please reach out to **** Resorts directly.While they respect your position and your criticism, unfortunately they are unable to make exceptions to their standing policies. Although they cannot cancel the original pass you purchased, **** did include Epic Coverage with all pass products for the 22/23 season. Epic Coverage policy is free for all pass holders and covers qualifying personal events (e.g.?job loss, illness, injury, etc.). You are welcome to review the terms and conditions of this policy which are also published on epicpass.com. If you determine that you do have a qualifying event, you are welcome to submit your refund request by calling ************** or by visiting:?https://intake.sedgwick.com/u/****.As we said, we greatly appreciate you taking the time to reach out and express your concerns. **** Resorts assures that they will review your feedback as they continue to work on improving their policies 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.

• Review fromDarin B

  Date: 08/24/2022

  1 star

  Darin B

  Date: 08/24/2022

  I'd agree with a lot of the feedback here -- their outsourced call center is horrible. So much background noise you can't hear them, ineffective communication and inability to quickly understand much less fix the most basic problems or issues. Although most of their processes and systems aren't much better (i.e., in this case all I'm trying to do is update my credit card on their website. Such a basic function and know I'm entering it in correctly but it will only return a message of "Your payment information was not saved. Please check your credit card details and try again. If you need assistance please contact us at 970-xxxxxx..."). Which forces you to use their horrible call center. Their CIO should be fired if this is the best they can do. Ridiculous and makes me wish I could get our annual ski group to go to non-**** resort locations.

  Vail Resorts Management Company

  Date: 09/01/2022

  Hello Mr. ***** appreciate you reaching out and expressing your concerns regarding your recent experience with Epic pass. Vail Resorts is aware that you have contacted the Better Business Bureau and they apologize for your frustrations. Your feedback is greatly appreciated and respected.**** is aware that there are a number of guests who have reported difficulty communicating with their customer service team. They assure that they are consistently working on finding a way to improve the clarity of these phone calls and appreciate your patience. They apologize on behalf of their customer service team for any confusion which prevents them from providing the best experience possible. All feedback from guests is passed along to their leadership team and they make sure to address these issues with their company as a whole.Vail Resorts has only recently learned of the issue preventing guests from updating their credit card information online. They have reached out to their IT department and subsequently their website team to make sure this is resolved as quickly as possible. While they understand your hesitation to reach out via phone to update your payment information, they assure that their customer service team will gladly assist with your request and they look forward to the chance to provide a better experience. Again, Vail Resorts apologizes for your frustrations and for your unfortunate experience with their team. They appreciate your time and your loyalty as an Epic pass guest and they respect all feedback and criticism you have provided. If you have any additional comments or any questions, you are welcome to direct those to Vail Resorts by emailing ************************************** They look forward to hearing from you and hope to provide a much more positive experience for you and for your ski group.

• Review fromBradley D

  Date: 08/23/2022

  1 star

  Bradley D

  Date: 08/23/2022

  In spring 2022 I put a down payment on a 22/23 Epic pass. I've since experienced a death in the family that requires care and financial support of the spouse left behind. Because of this, I unfortunately can't take advantage of a pass this season.I received an email from **** in August that the remainder of my pass -- nearly $600 -- would be charged in September. When I went into my account to cancel the transaction, I realized there was no way to do this. I contacted customer service, who directed me to Sedgwick -- the company that administers ***************** I was told this is not a qualifying event -- the person who dies must live in the same household.After multiple calls to various customer service people, no one was able or willing to help. It's really disappointing that a company won't do the descent thing, but as I read the reviews here at BBB, I can see **** Resorts is not accredited and is simply a company that doesn't to do the right thing repeatedly.I'll not be supporting **** Resorts in the future.

  Vail Resorts Management Company

  Date: 09/01/2022

  Hello ********************,We appreciate you taking the time to reach out and voice your concerns regarding your experience with Epic. **** Resorts is aware that you have contacted the Better Business Bureau and they greatly value your feedback. We understand that you are currently working on cancelling your Epic pass for the 22/23 season due to a death in your family. Both **** Resorts and the Better Business Bureau are sincerely sorry for your loss and for the challenges you and your family face. **** Resorts indicated that they conducted a review of your account and confirmed a deposit of $49 charged on April 21, 2022. While they certainly understand your concerns and they respect your position, per their standing policies, once a deposit has been made the Epic pass product is non-refundable. Additionally, the remaining balance will be charged on the pre-determined date later in the season. This is addressed in the pass purchase policy which is presented and acknowledged at the time guests purchase a pass. You are welcome to review this policy for your records here https://www.epicpass.com/policies?tc_1=2.As you are already aware, **** did include Epic Coverage with all pass products purchased for the 22/23 season. Epic Coverage provides refunds to guests who experience a qualifying event which prevents them from using their pass for an extended period of time. Unfortunately, as ******** informed you, the death of a family member outside of your immediate family who resides in the same household as you, is not a refund eligible event. While **** sympathizes with you, they are obligated to uphold their policies no matter the circumstances.Again, we are truly sorry for your loss. **** Resorts respects your position and understands your frustrations. They assure that they will review your comments and your feedback as they continue to work on improving their standing policies in order to provide a better experience for their guests. **** urges you to review the Epic Coverage terms and conditions again to confirm whether you may qualify for a refund due to another qualifying event. If you do choose to appeal ********* denied refund request, we hope that it works out to a positive outcome for you and your family. **** Resorts wishes you well and they wish you and your family strength as you begin to move forward from your loss.

• Review fromJames B

  Date: 08/22/2022

  1 star

  James B

  Date: 08/22/2022

  Terrible customer service. They have added staff, so you can get someone on the phone now, but they have very limited knowledge. The website is particularly bad for pass holders.

  Vail Resorts Management Company

  Date: 08/31/2022

  Hello **********************,Thank you for reaching out to express your concerns regarding your experience with **** Resorts. They greatly appreciate your feedback and value you as an Epic pass-holder. **** understands that you have run into issues navigating their website and that there are frustrations caused by your recent experience with their customer service team. They sincerely apologize and assure that all feedback related to guest interaction both with agents directly and regarding their website is reviewed while they consistently work on improving their overall guest experience. If you have any additional details to provide, or additional feedback, you are welcome to direct that to **** Resorts using the email address ************************************** We thank you for taking the time to reach out. **** Resorts looks forward to any additional feedback you are willing to provide and they wish the best for you and your family.Sincerely,******

• Review fromClare g

  Date: 08/17/2022

  1 star

  Clare g

  Date: 08/17/2022

  Awful. Bought my husband a epic pass but by accident it attached to my name. Will not let me change it into his name. I dont want a pass. They want me to pay through 780 dollars. Absolutely insane. No excuses. An honest mistake. I know this happens I was told to others.

  Vail Resorts Management Company

  Date: 08/26/2022

  Hello ***********************,We appreciate you taking the time to reach out and voice your concerns about your experience with **** Resorts. Your time and your feedback are greatly respected by Vail Resorts and they are truly sorry to hear about your frustrations. They understand that you purchased a pass for your husband and mistakenly assigned it to your name instead of him. Unfortunately, you have been informed that you cannot transfer this pass to your husband and the pass cannot be cancelled.We certainly understand your frustrations. While **** does understand that assigning the pass under your name was a mistake, per their standing policies, Epic pass products are non-transferable to another guest or another season. This is addressed in the pass purchase policy which is presented prior to completing the purchase of a pass product. Guests are required to acknowledged and agree to this policy before they can input their method of payment and complete their transaction. Additionally, **** also advised that guests are asked to assign the pass to a guest prior to completing their purchase; this provides guests the option to purchase a pass for someone attached to their household.Although **** cannot change the name on your 22/23 pass, they have included Epic Coverage with all pass products purchased 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 are welcome to review their website for a full list of qualifying personal events covered by Epic Coverage here:?https://www.epicpass.com/info/epic-coverage.aspx. If you determine that you do have a qualifying event, you can submit your refund request with Vails partner company Sedgwick by calling ************ or by?visiting:?https://intake.sedgwick.com/u/****.Again, **** Resorts is truly sorry for your frustrations and they respect your position. Your feedback regarding their standing policies is invaluable as they continue to work on improving their guests experience. If you do choose to submit a refund request through Epic Coverage, we hope that it works out to a positive outcome.Sincerely,******

• Review fromDonna F

  Date: 08/15/2022

  1 star

  Donna F

  Date: 08/15/2022

  Unscrupulous and deceitful business practices. Does not honor reservations made 6 months in advance. Rips off customer with bait and switch tactics. Will never book at any place owned by Vail Resorts! This place is a disgrace to their conference center attendees.

  Vail Resorts Management Company

  Date: 08/26/2022

  Hello, ************************,We appreciate you taking the time to reach out and voice your concerns regarding your experience with **** Resorts. Your feedback is invaluable to **** and they are truly sorry for your frustrations. They understand you experienced some challenges regarding a reservation you had made for a conference at one of their resorts.While conference services are primarily handled by each resort individually, **** welcomes feedback from all their guests. They will be sure to pass your comments along to the conference service teams at their owned and operated resorts. **** also welcomes any additional feedback you may have and would be glad to reach out to the specific resort you were booked at, if you would like to provide that information. All additional feedback can be provided to **** Resorts directly by sending an email to [email protected], **** Resorts is very sorry for your frustrations and your unfortunate experience. They greatly value you as one of their guests and respect your feedback and your criticism.Sincerely,******

• Review fromEaston W

  Date: 08/15/2022

  1 star

  Easton W

  Date: 08/15/2022

  **** have an absolutely HORRENDOUS customer service department. I had to call in over 5 times to get issues resolved with my season pass. They outsource their customer service to non-english speakers who have supervisors that do not understand their policies. I had to go through policy descriptions on ****'s website and actually correct the customer service representatives.I will NEVER ever buy Epic pass again. Go with the Ikon pass. Epic is by far the worst experience I have ever had with any ski resort or season pass company.STAY AWAY AT ALL COSTS!!

  Vail Resorts Management Company

  Date: 08/18/2022

  Hello ********************,Thank you for taking the time to reach out and to voice your concerns. We greatly appreciate your feedback and we apologize for your frustrations. We understand that you reached out to initially upgrade your 22/23 Epic day pass and you were told you would need to purchase a new pass using the Epic Flexpay option and then have the original pass refunded. Unfortunately, after you purchased the new pass product, you were told that we would be unable to cancel the existing pass. You have also been sent to different departments and phone numbers in order to have the original pass cancelled.Based on these details, we certainly understand your frustrations. With the introduction of our Epic Flexpay option, our team members are still in a learning and growth period and we apologize for the incorrect information you were provided. Historically, our passes are non-refundable however, as guests who use *********** order to upgrade a pass, you are required to purchase your new pass before the original pass can be cancelled. Once we receive the verification that your new, upgraded pass has been purchased, we will gladly return the original. As previously stated, we are truly sorry this was not explained or honored when you initially contacted us.After reviewing notes on your account, we can confirm that **** leadership addressed this mistake and issued a refund for the Epic 2-day pass that you wished to cancel. They sent an additional email follow up and receipt for your records. We truly do appreciate your feedback regarding your experience and we will use the details you provided while we continue to improve our overall guest experience. Any additional feedback or questions you have can be directed to **** Resorts directly by emailing ************************************** We look forward to seeing you on this slopes this winter and hope that you will be able to enjoy your Epic pass. Sincerely,******

• Review fromJoe T

  Date: 07/12/2022

  1 star

  Joe T

  Date: 07/12/2022

  We purchased gondola tickets to the top of Heavenly Mountain for $63 for adults. Next to the ticket window is a 20-foot photo of a Zip Line that was shut down 9 years ago! We got to the top to discover that BOTH rope-climbing attractions were shut down due to rotted ropes, and the tubing was shut down because the equipment was stuck on some barge in the Pacific Ocean. The only thing open was the coaster ride for $35 for a 5-minute ride and the rock-climbing wall for an additional charge. No mention of these closed attractions was made when purchasing the tickets. It was a waste of money, a disappointment for our guests, and an embarrassment to us. Not to mention blatant false advertisement. I miss the days when the mountain was owned and operated by the ********* family. NEVER AGAIN!!!

  Vail Resorts Management Company

  Date: 08/12/2022

  Hello **************,We greatly appreciate you taking the time to contact us with your concerns. Your feedback is greatly appreciated while we continue to work on improving our guest experience. We understand that you purchased Gondola tickets with the intention to enjoy multiple summer activities at the top. Regrettably, the majority of those activities were not open and you were presented only with activities which cost an additional fee in addition to the gondola ticket. We are truly sorry for your unfortunate experience and that your trip was not as fund as you had hoped. Our team at Heavenly resort began working to make sure summer activities were fully functioning for the 22 summer season however, as you indicated, unfortunately not all activities were open due to different circumstances. Heavenly does their best to keep their website up to date regarding the status of their summer activities and they also have a ******* account which provides updates on activity status as well as weather conditions. We apologize if this information was not easily accessible to you and your family.Additionally, we recognize that you purchased gondola tickets only to access the activities at the top however, gondola tickets are essentially lift tickets and they are non-refundable once used. We regret that we are unable to refund those tickets. Again, we are sincerely sorry that you did not get to enjoy your trip to Heavenly resort. Your feedback regarding communication of the status of our activities if invaluable and we will absolutely review our current communication methods. Heavenly resort is aware of your concerns as well and assures that they are looking into updating their on mountain advertisements. Any additional feedback you would like to provide is greatly appreciated and can be sent to **** directly by emailing [email protected],******