Complaints

This profile includes complaints for Windham Mountain Resort's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Windham Mountain Resort

  19 Resort Dr Windham, NY 12496

• 

  Windham Mountain Resort

  PO Box 459 Windham, NY 12496-0459

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:01/19/2025

  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.

  Windham is being ridiculous about booking. I am an **** pass holder and same for my friends. We are based in NYC and got the pass to ski over the weekend. However, Windham is limiting us to use the pass, because we can't make any reservation for the future weekends until March at all. As a customer, we are super disappointed, we used the money to get the pass, however, their proud partner doesn't allow us to use it?
  
  We all need to work on weekdays and the only time we can ski is weekend, or just have a few days off to ski other than weekends occasionally. Windham is being very unreasonable about booking. I honestly don’t think the reservation could be fully booked until mid March. What’s the points of getting an **** pass then? I know we can use it somewhere else, but we are based in NYC, and it’s not realistic we can ski all times somewhere else. Windham definitely can do better other than being ridiculous, it looks like you don’t care about **** pass holder, and we are all very very disappointed. We spent money on the pass, however, Windham is preventing us to use it.
  
  They said for better experience and capacity, the **** slot is fully booked, however, if that is the real case, how can you still sell tickets on your web? Apparently, this is not about capacity, and they are treating the **** pass holder differently.

• Initial Complaint

  Date:10/11/2023

  Type:Billing 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 stayed at the resort from 8/10/2023-8/13/2023 for a yoga retreat. The yoga retreat host put the first night on her credit card because we got there a day early, and the remaining days were covered in the expenses for the retreat. I provided a card for incidentals, and on 8/13/2023 my card was charged $1,122.00 for the room even though the room had already been paid for. That day I was told to leave my email and they would send me a receipt detailing the return of the $1,122.00. It is now 10/11/2023 and I have not received the receipt and the $1,122.00 charge is still on my credit card. I have called several times since then, and each time I'm asked to leave my phone number so the supervisor can get back to me. At this point my credit card is being charged interest on the charge and negatively impacting my credit.

• Initial Complaint

  Date:03/15/2023

  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.

  On Sunday, March 5, I skied Windham Mountain with my two boys (6 and 8 years old). At ~11AM, at lift D gate, the attendant approached me and told me my 6 yo's pass was invalid. I showed him the fully paid receipt (see attached) and were still denied boarding. At this point I started to argue with the attendant as I was upset on how we were being accused us of skiing with an invalid pass. The lift operator told me I needed to go to the front desk to clear up the issue. We only had time for a few more runs (which was half our day), I could not waste the time to get out of line, go to the front desk, wait in line, confirm the ticket was valid, go back to lift, get back in line, etc…all with a 6 and 8 yo, so I refused to go back to the front desk. At this point the lift operator called security and I left. Once at the desk, they confirmed the 6 yo pass was indeed valid. At that point I asked to speak to a manager and they refused to offer any sort of apology or resolution to the situation. I then left extremely upset and unable to complete half our day. On Monday I wrote a complaint to the mountain (see attached) requesting 50% or $150 reimbursement due to the incident and was ultimately told they would not oblige. Furthermore, as I indicated in my complaint and as I witnessed and have heard from others, the card readers for the youth passes have been unreliable and this is not a new issue on the mountain. In fact, Erika from Windham Guest Services even said the same thing in her email to me. The root cause of this whole incident is faulty equipment at Windham. They knew about the faulty equipment and should have instructed their lift operators to handle the situation differently instead of assuming the customer was cheating them, especially over a $10 6-year-old ticket. I am requesting $150 reimbursement and an apology from the mountain for this incident and would like to see new procedures put in place to deal with this type of situation in the future.