ComplaintsforWinter Park Resort

• Initial Complaint

  09/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Winter Park Resort issued me a Resort credit that expired in one year which is a violation of ** & federal law. They refuse to issue me a refund or reinstate the credit.

  Business response

  10/16/2024

  Thanks for taking to time to share your feedback, it's never our intention to disappoint. The law you have mentioned is related to Gift Card products, and Gift Cards for Winter Park do not expire or incur storage fees - complying with applicable Federal and State statutes for those products. Resort credits are in a different category than other stored value products such as Gift Cards - and expire one year after issuance. This detail is posted on the plastic card provided to guests in which the credit is loaded onto.

  While your resort credit did surpass the 365 day window to be utilized, as a service gesture - our team reinstated the credit, and it looks like you have already utilized it towards booking some products for next month. Hope to welcome you back to the mountain at that time for a great time on the slopes.

   

  Best Regards,

  Matt

  Guest Services

  Winter Park Resort

   

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We sent our four children to ski school on Saturday, March 30. We were called to pick up our 6 year old at lunch time. She was upset and told us her instructor was telling children to listen or go back to a baby class. Our child was having trouble getting up when she fell and the instructor kept yelling get up. She said she was on her phone most of the time. We then picked up our 7 and 8 year old who now don’t want to ski again. They told us about their instructor calling them buttheads, poop heads and diarrhea. My daughter in particular was just disgusted and now does not want to return to her second lesson. What kind of instructor speaks to a child like this and who thinks name calling is at all appropriate. Ski school is a massive investment for our family and obviously Winter Park does not care nor do they have any regard for employee training or screening. I don’t care if the children learn a turn and ride the magic carpet all day long. They need to leave feeling like they like skiing and certainly wanting to return.

  Business response

  04/17/2024

  Dear Ms. Manning,

  We appreciate you sharing your experience and bringing your concerns to our attention. We certainly want to provide a positive lesson experience for guests, and we're disappointed to read that you and your family didn't have a positive experience with our lesson offerings. Our Ski School team attempted to reach out to you to gather some additional information so this could be looked into in greater detail, but unfortunately it doesn't sound like they were able to connect despite several attempts. We did follow-up with the instructors and while we were not able to substantiate name calling among the instructors to the participants, it does sound like some of those childish terms may have been utilized by other kids in the lesson despite the efforts of the instructor to curb that language. We do apologize if that resulted in a negative lesson experience for your children.

  In reviewing the account, it does look like you followed up with our lesson team the day after submitting this inquiry with the BBB, and received a refund for 3 lessons you had prebooked for April 1st.

  We thank you for sharing your experience with us, and hope we can welcome you back to Winter Park in the future under better circumstances.

   

  Best Regards,

  Matt A.

  Guest Services

  Winter Park Resort

• Initial Complaint

  05/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We booked a trip to Winter Park Resorts two months before going and we called and got as much information as possible about the resort. Upon arrived we was texted our ETA and we responded back letting them know we was arriving at 1300 on the **** ***** ************** which was suggested to us because we didn't want to drive ourselves. We get there and they then tell us we cannot check in early because housekeeping is behind and that our condo would be ready before the guaranteed 1600 check-in time. We waited and waited then we finally decided to go across the street to wait in the lobby of our condo. We received a text at 1558 saying your room is ready and to go back into the app to complete the express chick-in then we can get the room information. We did the express check-in and had to text to ask for our room information. A few minutes later we received our information and headed to our condo to settle in so we could go grab a bite to eat. Later that night when we whined down for bed, we noticed the mattress on the sofa bed was spoiled and filthy. We text April 1st and asked could a housekeeping manager or supervisor come to the condo and the reply was we can send an email. Not sure if an email was sent because the issues was never resolved. Later that morning I received a text saying we hope you having a delightful stay but due to the nature of being in a condo housekeeping service are not provided. On April 2nd we explained that we were asking for management to address our housekeeping issues with the sofa bed and the carpet not being vacuum and the trash left behind the TV stand in the living room. All we got back was a text saying we apologize for the inconvenience and that they will let housekeeping know other than that we were asked what other issues did we need addressed. The bathroom sink which was draining slow and maintenance came and fixed that problem within the hour. Problem was never resolved and I would not recommend staying at this resort.

  Business response

  05/24/2022

  Ms. *****,

  Thank you for taking the time to share your feedback regarding your lodging stay at Winter Park Resort. We sincerely appreciate your feedback and we're very sorry you were unhappy with your experience. You indicated that you were unsatisfied with the check-in and cleanliness of your condo. I do apologize if we were unable to accommodate your request for an early check-in on your arrival date, as availability for that can vary depending on staffing and how many rooms are being cleaned/turned over. I am glad to read that your room was ready by our guaranteed check-in time of 4pm. 

  Your comments regarding the cleanliness of the room have been shared with our Housekeeping manager for the property, and will be utilized in our on-going training for our housekeeping staff.

  We hope you will visit us again in the future, and as a gesture for your experience, we'd like to invite you back to Winter Park this summer with the issuance of two complimentary Activity Day Passes for our upcoming summer season. These have been loaded to your profile in our system, and can be redeemed for use any day during our operations this 2022 summer. To check out what that entails, as well as to see our operating dates, visit: ********************************************************************************************.

  To redeem the vouchers, please email seasonpass@winterparkresort.com with a copy of this email chain at least 48 hours in advance of the date you'd like to utilize the passes, along with the following details:
  

  1. The Date you'd like to redeem the voucher(s) for.

  2. The names and d.o.b's of the individuals that will be utilizing the passes - so we can issue the passes accordingly in their name for that date.

   

  We appreciate the feedback, and look forward to welcoming you again to Winter Park in the future.

   

  Best Regards,

  Matt A.

  Guest Services

  Winter Park Resort

• Initial Complaint

  02/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We made a reservation with Winter Park resort to rent a ****** bike. The rental includes the bike, a 3 hour instruction, and a 3 hour lift access. We made the reservation for 2 people. The reservation was made a month in advance. We also made reservations at a nearby **** for 2 nights, at $300/night. Due to the fact that we work night shift and were to be traveling with a dog, we needed 2 nights of accommodations available to us. We would need early morning access to drop off our dog, and then we would need to go to sleep soon after our activity at Winter Park, as we are daytime sleepers and it would be dangerous to drive after having been awake for such a long time. Our sole reason for making accommodations in Winter Park was for this ****** activity which was marketed to me on social media. The ****** reservation was cancelled on us just one hour prior to our start time. Their only available guide had Covid. Understandable. But they had no other person to provide as a guide, and would not let us use the bikes without a guide, as if this is some sort of wintry rocket science. They have refunded the cost of the tour and have offered a free tour in the future. However we took two days off of work and spent a tank of gas and many hours on the road to get there, in addition to our $600 in lodging that was non-refundable at that time. They are refusing to offer us lodging in the future. We are unable to use the credit they are giving us for the future "experience" without available lodging. We could have sat home and burned $600 and still come out ahead on this deal. The fact that their business model relies on one person and that person's health is irresponsible.

  Business response

  02/25/2022

  We are apologetic to Ms. Tait's situation, and understand the frustration it caused. It's never our intention to have a last minute cancellation of our offerings. Unfortunately in this instance, we experienced unexpected staffing challenges due to illness on the day of the scheduled offering, and were unable to source a replacement guide for the program. Operating in this era of COVID, we are abundantly cautious with illnesses, and take precautions to isolate individuals from work who report illness.

  The cost of the SnoGo tour booked by Ms. **** was refunded in full, and as a service gesture, additional compensation in the form of complimentary access to another winter tour product, as well as 4 complimentary tickets for our Summer activities/Bike Park were offered for the inconvenience. It is unfortunate that Ms. **** has not found those accommodations to be acceptable, but we continue to hold that offer open and available should she change her mind.

*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. ↩