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Horrendous Customer Service At The Canyons!!!

post #1 of 28
Thread Starter 
I'll admit, I've given ASC alot of slack over the years, but after the absolutely horrendous way they started off my vacation at The Canyons this past Sunday, March 4th, the quicker they go chapter 11, the better for everyone, and thank goodness they've gotten rid of a fair number of their holding already!!!
Here's EXACTLY what happened. Back in Mid December, my wife called to get daycare/kid's ski program reservations for my 2 kids (ages 3 and 1) for our vacation week in Utah, this included booking 5 days of daycare for my 1 year old, 3 days of "canyon cubs" daycare/ski program for my 3 year old and another 2 days of straight daycare for my 3 year old. We were sent in the mail registration forms to bring with us when we arrived on the first day. Total price for all the daycare and ski programs we reserved almost 3 months ago was almost $1300, payable upon the end of our stay.
My wife and I and our 2 kids show up at The Canyons daycare center this past Sunday, March 4th around 8:45AM and go to check in. We're quickly told that they don't have my kids listed as being scheduled for that day, and within about 5 minutes that they don't have my kids scheduled for ANY days of my vacation week, and that they don't have ANY space available. A quick "I'm sorry but there's NOTHING I can do for you" After talking with the daycare supervisor, who was barely apologetic, and kept asking for the name of the person who booked us(we couldn't remember, but did produce the registration forms that were sent to us), I asked to speak to her boss.
I was taken downstairs into the lobby of the Grand Summit hotel, and shortly the daycare supervisor emerged from the back office with the "manager on duty", his name was Dave(never did give me his last name!). I reiterated the situation, how we had booked almost 3 months ago (he asked why I booked through The Canyons as opposed to where I was staying - to which my reply was, you have a ski school program, and where I'm staying doesn't, plus we've used The Canyons daycare before and were verys satisfied), also when asked why I used The canyons daycare, mentioned how I've been a long term ASC season pass holder, and have daycare season passes for my kids back at Mt Snow. I was told that there was nothing he could do to correct this "problem" never did own up to an error on their part, and that he would call me back within an hour to see if there was anything he could do(I was told by him at that point that they have basically a second daycare facility, but that the head of it wasn't do to arrive for about 45 minutes, and that he'd contact me when he talked to that person "Kerry")
After removing my now very unhappy, screaming kids out of the miniscule sized daycare entry area, and bringing them back across the base area of The canyons to where I have a timeshare at The Westgate resort, I waited for my cellphone to ring. Finally about an hour and 15 minutes later, "Dave" called me back saying that there was nothing he could do to get my kids into The Canyons daycare, but that I could drive my kids the 10 minutes into Park city where there was a daycare that could take my kids for the week. No mention of getting my 3 year old the ski lessons we had signed up up for, no accomodations for the fact that this secondary location wouldn't allow my wife and I to drop in readily and check on my kids during the day(easy to do when the daycare is at the base of the mountain, not 10 minutes away), no admission of fault on their part. "Dave" did tell me that "Kerry" would try and arrange someone to come to my room for inroom daycare, but that this wouldn;t be known until mid-morning each day, once again NO attempt to get my 3 year old the ski lessons we had signed up for!
In the time I was waiting for "Dave" to call me back, I called Deer Valley, where my family(kids included) were planning to ski this coming Wednedsay (3/7) to first confirm my kids daycare/ski school needs, and then on a whim see if they had daycare/ski school space available for my kids. The reservation specialist at Deer Valley was more than happy to accomodate my kids for the rest of the week! A total tale of 2 levels of customer service.
As much as I love the terrain at The Canyons, I'm going to have a really tough time coming back here for the next 6 or 7 years while I'd have to rely on ANY of their childcare services, given this horrendous level of customer service!
post #2 of 28
wow, that really is horrible, I have had my share of daycare crap but thankfully nothing that bad on vacation to boot, at least Deer Valley helped you out.
post #3 of 28
That tale shows much less than impressive customer service, but the first question I have is how did their resrvations system get so screwed up. The second question I have is what does the resort have to say about what happened. Could someone who knows something abou the Canyons or knows someone there get anyone there to respond? I hate to hear about unresolved issues like this. I'd also like to know how Deer Valley manages so well so that their practices can go into this forum's stock of best practices.
post #4 of 28
I can understand a mix up.
I can understand asking you to be patient while they fix their mix up.
I can not understand why they couldn't find a way to accommodate a customer in some way. Any way!
I could understand if you had not prepared ahead, but when you had the documents they CLEARLY sent to you, they should have known that you did your part, and found some way of making it right for you.

The idea of a sitter at your lodging in place of on site day care/lessons, is an inadequate way of handling it. They're not sending you away this one time, they're telling you, that planning ahead on your part didn't matter and that you're not important to them.
post #5 of 28
Sorry to hear about your experience. I have three kids and I totally understand your predicament and plight. Must be a nightmare arriving in a ski resort and realize all those months of preparations amounted to nothing. I skied with my kids in Deer Valley and Park City about three weeks ago and my experience leading to that great vacation shows how a resort's customer service can make or break a family vacation.

My two girls (5 and 8) and their cousin (8) wanted to ski DV (they've been there before) so I called 14 days in advance to get DV ski school reservations for the three kids. Unknown to me the DV ski school reservation started to fill up as early as December 2006 so all three were placed on a waitlist. DV ski school took all my information including cell phones and the place we were staying in Park City. However, even before I left New York they were calling me every other day to update me on the waitlist status. They mailed to us the confirmation letters to simplify our arrival into the school in case we "got in". Two days before our trip we received confirmation (by phone to my cell) that all three girls had confirmed spaces in the ski school for two days. When I arrived there, it took me two minutes to set them up and the DV ski school "took over" the girls so I could start skiing.

The kids had a BLAST! Throughout the day I was seeing them ski moguls, trees, blues, greens, and when I picked them up at 3:45 they were so happy that they still had enough energy to run around the hotel room.

I would bring them back to DV in a heartbeat.
post #6 of 28
It all seems very strange. Whenever I have made reservations for ski school for my kids - they always charge you at the time of reservation. otherwise there is no reservation.
post #7 of 28
When Deer Valley was still in the mind of Edgr Stern,(the founder) who had a history of owning some great hotels, his idea was to have a ski resort, where service was Job#1.
He now has his dream. Most of the people he hired there back in 1980 are still there, and are now all Directors of the various deptartments. Most managers there have been there well over 15 years. They all are well trained, thus pass thier training on down the line.
No is not in thier vocabulary. They will do everything with in their thier power to make your visit as comfortable as possible.
And management does go around and ensures thier staff are happy.
Another secret, the last month of the season, personal does surveys off all employees, askig for thier comment on everything, and every supervisor at the resort, all the way up to the general manager.
The resort then looks at the surveys, and makes adjustments accordingly. The resort also listen to the customer, and will act upon comments.
Employess are told this day one, if you don't have an answer, keep asking , till you get the answer.
post #8 of 28
Thread Starter 
Quote:
Originally Posted by tahoetr View Post
When Deer Valley was still in the mind of Edgr Stern,(the founder) who had a history of owning some great hotels, his idea was to have a ski resort, where service was Job#1.
He now has his dream. Most of the people he hired there back in 1980 are still there, and are now all Directors of the various deptartments. Most managers there have been there well over 15 years. They all are well trained, thus pass thier training on down the line.
No is not in thier vocabulary. They will do everything with in their thier power to make your visit as comfortable as possible.
And management does go around and ensures thier staff are happy.
Another secret, the last month of the season, personal does surveys off all employees, askig for thier comment on everything, and every supervisor at the resort, all the way up to the general manager.
The resort then looks at the surveys, and makes adjustments accordingly. The resort also listen to the customer, and will act upon comments.
Employess are told this day one, if you don't have an answer, keep asking , till you get the answer.
Believe me, I'm not dissapointed at all about spending 5 days skiing at Deer Valley this week The canyons was slightly more convienent since thats where the timeshare I own is, and being able to walk a 100 yards to drop off my kids for the day vs. a 10 or so minute drive is the only "drawback" to my now Deer Valley week.

Counting today, it was my 15th day at Deer Valley over the years, and everytime I ski there, I never ceases to amaze me that my wife and I keep finding things to rave about how much better they do things than their competition, from lifts, to snow surface quality, to service, to food, and this week I've also gotten to see first hand how well their children's ski school is, and courtesy of that ski school, my 3 year old is now linking wedge turns all the way down Wide West (their beginner hill).

As for listening to their customer requests, simply look at their lifts. The customers want more hill time, less ride time, and 10 high speed quads and a gondola later, lots of hill time. Also, everytime since Silver Strike went in a few seasons ago that I reach the top of Flagstaff and see the 4 high speed quads all unloading within about a 50 yard diameter, it amazes me. Plus, my favorite DV lift put in to meet customer requests has to be The Judge. Quite simply put the only real reason for its construction was so folks wouldn't have to skate from the top of Viking past Silver lake Lodge on over to Silver lake Express and/or Homestake and on down to Wastach or Sultan. And I still laugh when folks say that DV doesn't have any expert terrain. Let them not find out what they have, I know I enjoy it ALOT!
post #9 of 28
Sorry to learn of your difficulty . Vacations are to be enjoyed not become additional "stress factories". Obviously the Canyons is less than up to standard and apparantly on teh way to CH 11 ------------Yet another one bites the dust for overpromising and under-delivering

TC has it square on -------------- In a well run enterprise you take care of the customer whenever a "system glitch" is the primary culprit and the customer has done what was expected initially.

Yo--------- business gurus smarten up-- we customers have BEAUCOUP choices as to how and where to spend our discretionery income . we are intelligent and are interconnected so as to TORPEDO your poor perfomance on the internet.
post #10 of 28
Hey by the chance did you tell the 'helpfull' staff at the Canyons about this website, and how many millons of people it reaches? Just a shot in the dark, but maybe after they read your posted comments, they might work out something for you.

Judge lift was actually put in to help cut down on the lines that did once developed at the bottom of Viking at the the busy times of the day, ie:lunch crowd and end of day.
When i was working there, we knew from day one Flagstaff was going to be very popluar. Evey year the lines got longer and longer. Then the year after i moved on to a real job, they got approveal from the holder of the purse strings to put it in. I never once skated off the top of Viking, don't make turns off the top, you 'll find yourself acroos the beach in no time. The reason a high speed quad didn't go in was a couple of things, cost prohibitive, and the resort didn't want to put such a noisey machine , next to Steins, That's why the motor room for Viking is at the bottom.

Employees retention is very high there. My 15th year, they had well over 400 employess with 5 or more consecetive seasons. I lasted my manager in Lift Ops had 18, The two shift managers in Grooming have been there 25 years each. Snow Making Manager had over 20 years. The F & B Director,20 years.
post #11 of 28
Armed with the knowledge that "The Canyons" babysitting service is managed separately (probably contracted out ) from The Canyons resort, I would recommend that you talk to a supervisor manager from the The Canyons resort.
post #12 of 28
Sorry to hear about your troubles---starting PV on a bad note sucks.


Note to self----if you are not charged and don't have a receipt showing so.....Make lots of advance calls, get names of people we speak with...and their supervisiors...and maybe an email stating the terms of the agreement....if they don't type it...I will and then have them reply ...yep..thats what we agreed to.
post #13 of 28
ASC sucks. They ruined Killington and Mount Snow. With all the great resorts in Utah the Canyons is the LAST place I would go.
post #14 of 28
Having worked in a resv center while recovering from my leg injury, I learned alot about the types of systems they use.

Regardless whether you are buying lift tix, making Ski School resv's for children or adults, every reservation generates a resv number. In the future, make sure you get at least a verbal confirmation, including that number. Just as you would never accept an airline, hotel, or rental car resv without assuring yourself of that number, the ski industry has shifted to this same level.

Your experience is unfortunate, but it is DV's gain.
post #15 of 28
jasdmd0,

Customer Service aside.

You put your 1 & 3 year old in daycare for five days!!!! Why bring them on YOUR vacation!

Why are you putting a 1yr old in daycare period?

Why aren't you taking your 3yr old skiing? Will the1-2 hours that your 3yr old will last, cut into your ski day? Besides, at most ski areas 3yr olds ski for free.

Your Wife agreed with all this?

I'm as selfish and self centered as they get when it comes to skiing, but you make me look like a saint.
post #16 of 28
Quote:
Originally Posted by SCWVA View Post
jasdmd0,

Customer Service aside.

You put your 1 & 3 year old in daycare for five days!!!! Why bring them on YOUR vacation!

Why are you putting a 1yr old in daycare period?

Why aren't you taking your 3yr old skiing? Will the1-2 hours that your 3yr old will last, cut into your ski day? Besides, at most ski areas 3yr olds ski for free.

Your Wife agreed with all this?

I'm as selfish and self centered as they get when it comes to skiing, but you make me look like a saint.

huh? You put the 1 year old in daycare so you both can ski. Or am I missing something?

AFA the 3 year old, when ours were 3 they responded to the ski instructors much better than us, with us they would do a lot of whining but with the instructors they would actually ski.
post #17 of 28
Thank you for using the word horrendous, I feel it is a very lively and yet underused adjective.
post #18 of 28
Quote:
Originally Posted by volantaddict View Post
Thank you for using the word horrendous, I feel it is a very lively and yet underused adjective.
Classic VA.....
post #19 of 28
Thanks for the info. The family was looking to starting planning a trip out west for next year. Thanks for helping us to rule one place out.
post #20 of 28
Thread Starter 
Quote:
Originally Posted by SCWVA View Post
jasdmd0,

Customer Service aside.

You put your 1 & 3 year old in daycare for five days!!!! Why bring them on YOUR vacation!

Why are you putting a 1yr old in daycare period?

Why aren't you taking your 3yr old skiing? Will the1-2 hours that your 3yr old will last, cut into your ski day? Besides, at most ski areas 3yr olds ski for free.

Your Wife agreed with all this?

I'm as selfish and self centered as they get when it comes to skiing, but you make me look like a saint.

Yup, at home the 3 year old is in daycare 5 days a week, and a nanny comes and watches the 1 year old at home for the work week. Both of them go to daycare while my wife and I ski from 8:30 till 3:30 on the weekends. The 3 year old is in an integrated ski school/daycare program. Call it what you want, it works and works very well for my family.

It allows my wife and I run each run successfull businesses, and allows our kids to have the opportunites to travel with the family and be exposed to new people and activities, while my wife and I get a little time during the day, away from our businesses to spend together. Its all about finding the correct programs/personel to make it work.

And yes, we do take my 3 year old out on the hill after her lessons, that way she end up with an hour or so on the hill with her age group in the AM and another 60 to 90 minutes with her parents in the afternoon. My wife and I plan on doing the same thing for my now almost 1.5 year old as he gets a little older. Plus, my wife is quite the ski addict herself, and we actually ENJOY each others company when skiing together, so she's in favor of this arrange too.

Say what you want, its our lifestyle during the winter, 4.5 days at home in CT, and 2.5 days a week at our ski house in VT and then a weeks vacation to Utah. Gets us 40ish days a year on the hill for all skiing parties in the family.
post #21 of 28
Quote:
Originally Posted by SCWVA View Post
jasdmd0,

Customer Service aside.

You put your 1 & 3 year old in daycare for five days!!!! Why bring them on YOUR vacation!

Why are you putting a 1yr old in daycare period?

Why aren't you taking your 3yr old skiing? Will the1-2 hours that your 3yr old will last, cut into your ski day? Besides, at most ski areas 3yr olds ski for free.

Your Wife agreed with all this?

I'm as selfish and self centered as they get when it comes to skiing, but you make me look like a saint.
OT, I don't know if you're self centered but you surely are self-rigthous and clueless.
Both my kids have been in day care 5 days / week before they were 9 months old. Both have been in skischool with other kids, since they were 4 AND have been skiing with us too. They have been, as jasdmd0's, exposed to new people and activities since their younger age and seem quite happy with it.
I suggest that you offer your advices on parenting in a more subtle way and try to grasp the idea that there are a variety of way of life out there.
post #22 of 28
Quote:
Originally Posted by jasdmd0 View Post
Yup, at home the 3 year old is in daycare 5 days a week, and a nanny comes and watches the 1 year old at home for the work week. Both of them go to daycare while my wife and I ski from 8:30 till 3:30 on the weekends. The 3 year old is in an integrated ski school/daycare program. Call it what you want, it works and works very well for my family.

It allows my wife and I run each run successfull businesses, and allows our kids to have the opportunites to travel with the family and be exposed to new people and activities, while my wife and I get a little time during the day, away from our businesses to spend together. Its all about finding the correct programs/personel to make it work.

And yes, we do take my 3 year old out on the hill after her lessons, that way she end up with an hour or so on the hill with her age group in the AM and another 60 to 90 minutes with her parents in the afternoon. My wife and I plan on doing the same thing for my now almost 1.5 year old as he gets a little older. Plus, my wife is quite the ski addict herself, and we actually ENJOY each others company when skiing together, so she's in favor of this arrange too.

Say what you want, its our lifestyle during the winter, 4.5 days at home in CT, and 2.5 days a week at our ski house in VT and then a weeks vacation to Utah. Gets us 40ish days a year on the hill for all skiing parties in the family.

Where is VT are you? We're at Killington
post #23 of 28
Thread Starter 
Quote:
Originally Posted by SkiDork View Post
Where is VT are you? We're at Killington
We're Mount Snow folks
post #24 of 28
Quote:
Originally Posted by jasdmd0 View Post
We're Mount Snow folks
ahh, OK. Shoulda gotten down there before they were no longer ASC.
post #25 of 28
Quote:
Originally Posted by philippeR View Post
OT, I don't know if you're self centered but you surely are self-rigthous and clueless.
Both my kids have been in day care 5 days / week before they were 9 months old. Both have been in skischool with other kids, since they were 4 AND have been skiing with us too. They have been, as jasdmd0's, exposed to new people and activities since their younger age and seem quite happy with it.
I suggest that you offer your advices on parenting in a more subtle way and try to grasp the idea that there are a variety of way of life out there.
Before long, you'd wished you'd spent more time with your kids.
post #26 of 28
Sorry to hear about the unfortunate experience. It stinks to have to deal with that and have young ones in tow. Deer Valley was great to our daughter last year, top notch resort. So I'm glad in the end it worked out with them, for you.

Glad you posted this though because it's a good reminder for the rest of us to make sure we have our ducks in line when making ski school/daycare reservations. I will certainly make sure when I make reservations next year, for my 2 and 4 year old, that I have everything in order

Better luck next year!
post #27 of 28
nice bump for an old thread. If you've got little kids, DV is the place, no doubt. That's where we go with ours, we live here and have tried them all. DV and Canyons are real estate developements with ski resorts attached, but DV understands that the core experience is still skiing, while the Canyons is pure hucksterism. In cities people have like, marketable skills, but in this resort town people seem to have only real estate to sell and the "big dream" that goes with it- hence $4 million miner's shacks in Old Town.
The Canyons is this B.S. run amok. It's pure gold to the developers though, and they will build and build until they've killed the magic that brought people to Park City in the first place. I'd like to see the Canyons turned around, it's got great terrain, but I find the whole place annoying. DV pulls off the "luxury ski experience" really well. I've raved about their ski school and there's no other place to care for a one year old, period. But even DV is getting so overbuilt and crowded that it's gone from feeling like skiing in a city park to skiing in a parking lot. For my money I still like PCMR, as it's only got development at the base, and the Cottonwood resorts, being on or surrounded by public land. So there's a childcare thread turned into an overdevelopment rant...
post #28 of 28
I'm certainly not making excuses for ASC and don't doubt their inadequacy, especially considering your considerable business expertise - I'd be upset also.
I'll bet that the kids are very close to the Nanny.
It can be difficult to balance family time and business time.
You could have taken the opportunity to . . .
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