Business ProfileforUtah Olympic Park

Booked a group of 33 for tubing at Soldier Hollow Nordic Center on 2/15/24. That process went well and was easy. On Feb 15th, it was very snowy and when I arrived (I was there early at 9:15) there was nobody working on the tubing hills. It was a very wet snow and the SHN Center was doing nothing to mitigate the conditions. When our experience began at 10:00 I tried three times to tube down the hill, but would go 30 or so ft before my tube would stop. I ended up literally walking down their poorly maintained hills because my tube wouldn't go more than a few feet before stopping. I spoke with some employees who said that until the snow gets packed down it is very slow. The snow was being packed down by paying customers and nothing was being packed down or prepped by the facility. The employees recommended I never book in the morning because they said it is often bad conditions and not packed down until later in the day for the afternoon sessions. This is clearly a known issue that the facility doesn't care to address. I spoke to the manager about the lack of prep on the runs for the conditions and she said the lanes are prepped every morning. I would venture that wasn't true as we were there at 9:15 and saw nobody on the hill. But even if it was true, the prep clearly wasn't adequate. I inquired about a return ticket or a discount on another day but she refused and said they don't control the weather- which I understand, but they certainly have a duty to provide customers with an actual tubing experience OR close/refund tickets if they are unable/unwilling to do so. Poor weather conditions do not absolve a business of doing their duty to provide the service that was paid for. We paid $660 for the experience of not being able to tube at all. Three people were unable to attend so I am not including them in the request for a refund for $600.