I am Canadian, own a rental unit in Whistler, and live and work in Seattle full-time. It was soul crushing not getting up to Whistler this season. This season I processed five refunds for unit rentals and we took quite a loss. It was the right thing to do and I look forward to providing great value next year.
I have been a loyal customer of the Whistler Blackcomb experience for more than 20 years. We look forward to the winter and summer seasons and sincerely enjoy the product! I always felt like Whistler was dear to me, like a best friend. Years ago I remember reprimanding kids to stop vandalizing the gondola with a lighter, and thinking how proud I was to be an owner/operator and a loyal partner in the Whistler experience.
Three seasons passes and one edge card totalled US$2,030 [this year]. Last fall I clicked the Epic Coverage option “with CONFIDENCE” and I still can’t figure out the terms and conditions.
Our passes were not used a single day. I am now seven weeks into a legal “case” with ACM Claims. I called them last week and was on hold for 55 minutes. The next day I finally reached someone and explained the situation. The gentleman was not fluent with English as a first language and everything was lost in translation. He kept asking if I would like to delete my online accounts (!?).
Vail Resorts, I can afford the US$2,030. What really bothers me is the disappointment of how you managed this. I feel like my best friend stole from me. I will recoup the loss, starting with no longer purchasing early passes, never settling for the $22 on-mountain sandwich, and no longer buying from Whistler Blackcomb-affiliated stores. And I don’t care if kids vandalize the gondola with a lighter.
Vail Resorts, you guys blew this from a leadership, marketing, and communications perspective and you have lost my trust as a consumer.
Thank you Delta Airlines for extending my flight status for an extra year, thank you to the guys at Chrome Industries for replacing my backpack, thank you Amazon for processing the returns we have done over the years. Vail Resorts—you have a lot to learn.
Brad Sevenko // Seattle, WA
