Positive Customer Service Experience at Killington

[chefdanielk]

Dear Mr. Kay,



Thank you for taking the time to let me know about your experiences here. I am glad to hear that you enjoyed the positive changes on the mountain and had a pleasant skiing experience.



I am, however, sorry that you feel you did not get the best service expected at the Killington Grand. I do apologize, that the staff may have come across as rude, as I believe their intentions are to provide good service to all our guest and owners. From what I understand, you requested a mountain view, which if available we would have given you. We try to honor all request, however, because we are an ownership (condo) property, our inventory of rooms available are dependant on whether an owner allows us rent their unit or decides to stay here themselves, so we may not always have a mountain view available.



In regards to the $200 charge, that was indeed a fee for violating our pet policy. I understand that some other high level properties can offer a pet service; unfortunately, we are not at that point yet and need ensure we provide a pleasant experience to all of our guest and owners. Even though, the pet may have been visiting, there are additional costly steps that need to be taken before we can rent that unit again. For this reason, the policy is sent with your confirmation (http://shop.killington.com/CORIS/Vacati ... ype=WINTER) as well as when you checked in.



We would like for you to continue experiencing Killington, so in a good faith effort, I will credit you back $100 of the fee, since we have already serviced the unit. In addition, you will see another credit for $99.71 which was an overpayment from the final night that you stayed. The room that you switched to was less than the one you were in prior.



Thank you again for your comments and we hope to see you in the future.



Sincerely,





Duane Hall

Rooms Division Manager

Killington Pico Ski Resort

(802) 422-6192

[thejet61]

be happy you got a response . if you deal with the airlines, banks, etc. they could care less. give some credit for them refunding you some of your money. i get so sick of the flatlanders bitching and complaining about killington and the prices and service. DO YOU EVER HEAR US BITCHING ABOUT THE COST OF TOLLS ON THE NJ TURNPIKE OR GARDEN STAE PKWY? HOW ABOUT THE AWFUL SMELL WE ENDURE DOWN BY NYC OR NEWARK?


IF YOU DONT LIKE THE SERVICE /PRICES /CONDITIONS..........GO SOMEWHERE ELSE.

[JerseyGuy]

IF YOU DONT LIKE THE SERVICE /PRICES /CONDITIONS..........GO SOMEWHERE ELSE.

Coincidentally, this is also Ice House Taxi's corporate slogan.

[SkiDork]

BTW - when I read this I wasn't sure if it was ultimately positive or negative...

[MrsG]

^^^totally agree Dork - hence why I did not respond. . .

[XtremeJibber2001]

BTW - when I read this I wasn't sure if it was ultimately positive or negative...

IMHO, I thought it was pretty positive. The customer obviously acknowledge they brought a pet into the unit, but K still gave them back $100 of the $200. I think that's pretty good ... I stay in a lot of hotels and most of those fees hotels don't budge on.

[SkiDork]

Pets are part of the issue here...

I took the liberty of summarizing your points (slam me if I'm wrong of course)

We stayed at the Comfort Inn near Loon for the Eastern championships (freestyle)

They welcomed pets...

Not sure if that would fly at other Comfort Inns...

[XtremeJibber2001]

Pets are part of the issue here...

I took the liberty of summarizing your points (slam me if I'm wrong of course)

We stayed at the Comfort Inn near Loon for the Eastern championships (freestyle)

They welcomed pets...

Not sure if that would fly at other Comfort Inns...

I definitely feel you, but it seems as though the customer was saying "Yea, I knew there was a policy, but the pet was only in the room for a little while visiting", but K still gave them $100 back. Overall, the company had a policy that the customer violated, but the company still gave the customer a break ... that's a pretty good deal if you ask me.

[SkiDork]

Overall, the company had a policy that the customer violated, but the company still gave the
customer a break ... that's a pretty good deal if you ask me.

Agreed.

We only have a parakeet. Nothing that can't be left for 2 weeks...

With our skiing/competition lifestyle, we can't do pets that would have to be babysat...

Unfortunately...

[Stormchaser]

Pets are part of the issue here...

I took the liberty of summarizing your points (slam me if I'm wrong of course)

We stayed at the Comfort Inn near Loon for the Eastern championships (freestyle)

They welcomed pets...

Not sure if that would fly at other Comfort Inns...

I definitely feel you, but it seems as though the customer was saying "Yea, I knew there was a policy, but the pet was only in the room for a little while visiting", but K still gave them $100 back. Overall, the company had a policy that the customer violated, but the company still gave the customer a break ... that's a pretty good deal if you ask me.

I read it as the dog wasn't his, but someone else was visiting him in his room and brought a dog with them... I may be wrong, but it sounds like he was charged, even though the dog wasn't staying there. He kinda broke the rules (not knowing exactly the way things are worded), and K met him half way...

[KMartman]

DO YOU EVER HEAR US BITCHING ABOUT THE COST OF TOLLS ON THE NJ TURNPIKE OR GARDEN STAE PKWY? HOW ABOUT THE AWFUL SMELL WE ENDURE DOWN BY NYC OR NEWARK?

In fact?? Yes I $ucking do.....

I hear those complaints ALL THE TIME ABOUT NJ.....

Stay the $uck out if you dont like it....Enjoy the beaches in VT douche.

M

[Stormchaser]

Overall, the company had a policy that the customer violated, but the company still gave the
customer a break ... that's a pretty good deal if you ask me.

Agreed.

We only have a parakeet. Nothing that can't be left for 2 weeks...

With our skiing/competition lifestyle, we can't do pets that would have to be babysat...

Unfortunately...

Cat can handle time alone. And the parakeet. LOL

[XtremeJibber2001]

Overall, the company had a policy that the customer violated, but the company still gave the
customer a break ... that's a pretty good deal if you ask me.

Agreed.

We only have a parakeet. Nothing that can't be left for 2 weeks...

With our skiing/competition lifestyle, we can't do pets that would have to be babysat...

Unfortunately...

I'm with you on that! I would love to have a dog again, but I prefer the freedom to travel as I please more so then the company of a dog.

[Geoff]

I read it as the dog wasn't his, but someone else was visiting him in his room and brought a dog with them... I may be wrong, but it sounds like he was charged, even though the dog wasn't staying there. He kinda broke the rules (not knowing exactly the way things are worded), and K met him half way...

Yeah, but that's like having somebody come into your room and fire up a cigarette. If that happens, you're going to get slammed with a charge to clean the room since they have to do curtains, bedspread, carpet, and wash the walls. There are people out there who are very allergic to animal dander. If it's a "no pets" room and somebody ends up having an allergic reaction, they can get sued or at least have the room charge kicked back from the credit card company. If it's AMEX and that happened to a guest, that room fee is gone. It's probably even worse at a Quartershare property since some of the owners with allergy problems are probably really militant about strict enforcement of a no pets policy.

[RENO]

DO YOU EVER HEAR US BITCHING ABOUT THE COST OF TOLLS ON THE NJ TURNPIKE OR GARDEN STAE PKWY? HOW ABOUT THE AWFUL SMELL WE ENDURE DOWN BY NYC OR NEWARK?

In fact?? Yes I $ucking do.....

I hear those complaints ALL THE TIME ABOUT NJ.....

Stay the $uck out if you dont like it....Enjoy the beaches in VT douche.

M

thejet61 seems to have a bug up his ass about NJ based on this response and on the other thread. Maybe he was raped in a rest stop in NJ?