ComplaintsforCamelback Ski Corporation

• Initial Complaint

  12/25/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I stayed at the resort on the 21st and 22nd of December 2022.The room we were given (Room ***) sink was logged and would continously full to the top when the tap was opened and you would have to wait almost 30 minutes for it to drain each time before the next person could use it.This was a huge inconvenience for a room that has 6 occupants in it. We made it late to our activities every morning and evening.We lost time on activities we paid for and the money paid for the room to me was not worth it.

• Initial Complaint

  09/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I stayed at camelback on 08/21 check out 8/22, 8/21 we did indoor water park and 8/22 we bought tickets for outdoor park, later at the day I got text that due to rain park will be closed and tickets can be used by 09/05 which we made a plan to come down 09/04 but unfortunately my entire family came down with Covid on 09/02 since than I been speaking with **** and ******* front desk supervisor who promised to call back with resolutions since Saturday but no one called today 9/5 I again spoke with **** who promised that her manager ****** will send new tickets for next season as a replacement of my tickets but no email received, with being really ill I called more then 10 times to resolve my issue but until now nothing is resolved.  I’m seeking help either get a refund of these tickets or tickets for next year for outdoor water park since I paid. It is really frustrated to get no answers and resolutions and keep getting run around. Please help me to get this issue resolve. I’ll appreciate your help and time in this matter and hopping to hear back regarding this issue. Thank you

  Business response

  09/09/2022

  Upon reviewing this complaint, ******************* was in communication with a representative from our business. ******************* was provided 5 complimentary return Camelbeach tickets for the 2023 Summer Season. This notification was sent via email and the customer responded acknowledging the offer. At this time we feel that we have satisfied the customers request prior to the submission of this complaint.

  Customer response

  09/23/2022

  I did get the resolution for my issue! 

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 3 day pass tickets to ********* and a VIP seating pass to go on June 13th, 2022 (Monday). It was almost $300. Tickets were $69 per person and the VIP seating pass was $80 for 4 seats. The VIP pass was to include personal entrance to the wave pool and food beverage service. I ordered everything online and printed out my passes as instructed. When we get there we waited in line to get in, only to be told we had to go to a different area to show our passes and get wrist bands. It would have been nice if that was displayed anywhere before we stood in line. We went to the other area to get our bands and had to stand there while the only person working that section chit chatted with the people in front of us. Once we were finally in the park we got our 4 VIP seats. The area is just a roped off section that no one actually monitors. Throughout the day numerous people were sitting right in front of our chairs and using towels laid out for the VIP seating. No one stopped them or said anything. The lifeguard on duty in the wavepool stood there right in front of my seat complaining to another lifeguard about how much she hates "these little brats" (referring to the kids in the wave pool). Half of the waterslides were closed, the lazy river (which is what I went for) was closed. Both because of staffing. Yet there was no notice before buying tickets that you're paying full price for half the rides. We didn't have anyone providing food and beverage service until late afternoon because they "didn't know" they had VIP seats sold and so they didn't staff for it. Not sure how they didn't know when there were several families there. Overall it was an awful experience. I think it's shameful to be charged full price for everything when only half of the services/attractions were provided. For $300 I thought we'd get more than 1 wave pool and a few slides.

  Business response

  06/26/2022

  After reviewing this information as well as the information provided internally, we have decided that Camelback Resort will be refunding 3 of the day tickets as a gesture of hospitality. The refund amount will total $207.00 and should appear on the guest's account within 7-10 business days.

  Customer response

  06/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  05/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I scheduled and paid for ****************** 4/24/22 for 4/30/22. When I arrived for my time I was told the activity was canceled for the day. I can get a refund but it will take 10 days to process. I said I want the refund. It's been 10 days, I have not received my money. It cost me $110 for an event they canceled without notice. I want my money refunded in full.

  Business response

  05/19/2022

  Upon reviewing the information provided, it is showing that the refund has been submitted and successfully processed through our systems. This was a refund in the amount of $110.00 and refunded to the original form of payment (**********). At this time, the consumer should follow up with their financial institution to ensure that they have accepted the refund. They can utilize the ARN number to track this. ARN#: ***********************

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Reservation made for 17-18-19 check out date, checked in around one pm approximately at 345 pm went back to front desk room still wasn't available very helpfull lady in the front said my room had not been clean but I have one waiting for clearance I will switch your room from there. Apparently there was high school party going on in my floor there kids so you know what behavior was going. On morning of my check out I left early approximately 415-430 am lady at front desk could not check me out was to busy doing something I was in a rush to leave had to drop the kids off three different locations. That morning I receive a text 934 check out is at eleven. I text back already left thank u. Next morning the 20th of march I get another text stating check out at eleven. I start thinking they never checked me out and I got billed for another day. Look at my bill and card statement I was charged on the 18 a 300 smoking fee. I call and explain no one smoked in there room the management said my room was inspected at 4am and a lingering smoke smell. First it was reported on the 18th of march I explain to the man your inspector came into my room while me and my four kids where there?? Then it was the 19. At 4 am again didn't leave until about 415. Next they send me two different statements. Can't explain why the charges don't add up. I believe this might even be criminal . I intend on filling a civil suit if I do not receive full refund they max out my little credit card I had to shut down and order another. And they confused me with another ******* several times while on the phone nothing explained or billed matched up and I tell management just look at the cameras. There's no way an inspector was in my room when I was and you guys never checked me out that's why I received a text on march 20. One of my receipt show an extra day of stay then after I complained management adjusted it.. they completely fabricated this charge and are refusing to refund me my money.

  Business response

  03/29/2022

  The guest departed our resort around 4am on the morning of 03/19/2022. At the time of their checkout, our reservation system was running the day end reports to switch the day from 03/18/2022 to 03/19/2022. This prevented the Front Desk Agent from finalizing their check out at the time. The guest stated that they left an item in the room and an associated visited the room to retrieve the item for the guest. Upon entry, the associate noticed a strong smoking smell within the room. Our property is a non-smoking facility and any guest found smoking will be subject to a fee of $300 or equal to the value to the next nights room rate as outlined in our terms and conditions. This guest did sign and agree to these terms and conditions. It should also be noted that the charge was posted to the guests folio prior to the day being completely switched in our system. The charge was posted at 4:03am on 03/19/2022 (system date of 03/18/2022).

  When finalizing the guests check out, we were unable to collect the full balance. This kept the reservation active and caused the guest to continue to receive text messages after departure.

• Initial Complaint

  03/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Sunday, March 13th, 2022 between 11 am and 12pm. I used my debit card as a form of payment (the only time I used my card in PA) and the employees at ****** ***** fraudulently retrieved information from my card to make fraudulent purchases. The next morning (today, March 14, 2022) my bank notified me of over $400.00 in suspicious charges). We are concerned that these criminal behaviors will continue to victimize future consumers of the camelback resort. At this moment we working with my bank to locate the perpetrators at ************ located at : Camelback Rd, Tannersville, PA ********. My family and I stayed at the Camelback Resort the weekend of March 12th to 13th, 2022. Please contact me at ************.

  Business response

  04/04/2022

  After speaking with ************** regarding this complaint, it was determined that her card information was compromised outside of Camelback Resort. She indicated that the merchant that made the unauthorized transactions was *** ***** ***** located in Indiana. Our finance team has done a thorough review of all credit card processors and have ensured that all necessary securities are in place and no interruptions have occurred.

  Customer response

  04/05/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not completely satisfactory to me. 

  I did report that my card information was taken and it was used to purchase goods outside the Camel Back Resort. However, it was not completely determined or found that my card was retrieved outside of Camel Back Resort. We only discussed the possibility, however I did stress that I had used cash all throughout the weekend and the only place I used my card (which was the card compromised) was at the Waffle House (located INSIDE) Camel Back Resort.

  I do not feel comfortable Camel Back resort interpreting the fraudulent compromise of my card (and private information) as non related to the Resort. Please have someone reach out if further clarification on the issue needs to be provided. Thank you for your consideration in the matter.

  Regards,
  
  ******** *****

• Initial Complaint

  02/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 1, 2022 I made two reservations for a private snowboarding  lesson for my three children ages 11, 9, and 7. The cost for each private lesson was $175 for 1 person, then $75 for each additional person. This was a total of $325 for each lesson. I booked 1 lesson for Saturday afternoon (2/12) and Sunday morning (2/13). The total cost for the reservation itinerary was $650. On January 31, 2022 I tried to cancel my reservations because our vacation plans unfortunately were canceled. I attempted to call, but was on hold for at least 20 minutes. At that time I disconnected the call and attempted to handle the cancellation request over the chat option. I attempted this 3 times and each time was told that the policy is no cancellations or exchanges. I then tried to call and speak to someone. This time I was on hold for a total of 45 minutes and when someone finally answered the phone, they disconnected the call. On February 1, 2022 I had my wife try to call since I could not do it while at work. My wife was able to speak with someone, who again just quoted the policy; no cancelations no refunds. I am filing a complaint because the policy cannot be legally acceptable. I can understand having to pay a cancellation fee to cover any costs that might be lost by Camelback (although frankly with 2 weeks notice and a private lesson I don't even see this as a logical policy). How can it be legal, even with a company policy, for Camelback to take $650 of my money and I get nothing in return because my travel plans changed? How can they profit off of my misfortune? How many people have they done this to and stolen their money? Given they have plenty of notice I believe they should give me all of my money back in this situation as they have plenty of time to book the instructor for another lesson. Keep in mind, this is a private lesson so it would be just as easy to not have the instructor work on those days so they wouldn't have to pay the labor.

  Business response

  03/24/2022

  Hello **********************,

  I do apologize for the challenges you have faced with adjusting your travel plans. While our written policy for any tickets or lessons purchased is no refunds or cancelations or cancelations, I'm happy to override this policy given your circumstances. I have initiated a refund of $650.00 back to the card ending in ****. Additionally, you will receive a cancelation email as record of this refund. Please allow 7-10 business days for this refund to fully process and reflect in your account.

  If you have additional questions, please don't hesitate to reach out.

  Thank you,

  Justin L*******

  Director of Front Office

  Camelback Resort

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On January 8th, my family traveled to Camelback with a large group of friends from school in hopes for a fun ski trip. We paid $380 for tickets and then $12 for parking, all stating non refundable. Online it mentioned how many runs and lifts were open. Yet I believe one of the lifts never opened. Camelback claims it follows safe CDC guidelines. But in all my years of skiing, I have NEVER seen a more unsafe ski resort, the crowds were insane, the lines were so long and SO backed up you couldn't even walk through the walk way area. The bunny slopes that were filled with beginners was blowing so much snow all day, that made it even more difficult to navigate around the copious amounts of people. And the line was so bad, it went up the mountain, that people started taking off their gear and walking up the hill instead of lines. We had families leave bc they felt unsafe and it wasn't a great experience. We tried staying till late, since we paid a good amount, in hopes that the it wouldn't be as crowded, but that didn't happen till the last 20 mins they were open. I understand that during Covid times, maybe there was a staffing issue, who knows, but for safety reasons, that many tickets should've never been sold. Don't claim your following CDC guidelines and pack that place till its unbearable. I emailed complaining but never got a response. It was a pricey day to not enjoy an overcrowded slopes.

• Initial Complaint

  01/22/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was gifted a "Triple Ticket Card" good for 3 days of access to the camelback Ski slopes. This itinerary (#********) was confirmed on Dec 7, 2019. No expiration date is listed on any of the policy information or anywhere else on my confirmation paperwork. there is no reference to expiration of the voucher at all. I was unable to go last year because i was very ill with covid, but regardless, the voucher does not mention expiration.I took my confirmed voucher to Camelback Ski yesterday, Jan 21, 2022 and was told i could not use it. I also called the Camelback company and was told the same thing. I could not use it despite there not being any expiration date.I would like the voucher to be honored.Attached is the scanned voucher/itinerary email as it was given to me, this was a gift.

• Initial Complaint

  12/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i purchased ski tickets with them for the 25th. when i woke up it was raining and web cams showed zero visibility and noone was on the mountain. after checking hourly report, it shows that it will continue raining all day today. ive been trying for hours to get a refund or at least change tickets to a watepark. was being transferred from one person to another trying to get it done with no help whatsover. they said tickets are non-refundable even due to weather! what a scam and do not go to this mountain to ski, it is run by a scammy company. i am looking to get a refund for the lift tickets and lift ski rentals as the mountain is not operational right now nor will i make my family sick by going there in the rain!

  Customer response

  12/29/2021

  hello, can i close the complaint? the company finally responded. thank you

*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. ↩