VTKilarney
Well-known member
Yeah, the Facebook comments are as pointed as I have ever seen.
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Big Burke announcement
- Thread starter the original trailboss
- Start date
I just read those Facebook posts. Wow. Those are scathing.
skiNEwhere
Active member
Post 'em here!
VTKilarney
Well-known member
There is too much to post.
Here are some highlights:
- I find this unbelievable, time for Q to just walk away and let someone with some semblance of hospitality and ski experience step in.......
- So Ari, you are doing the best you can? No apologies for not starting lifts earlier or have the cafeteria open on one of the largest ski holidays? Well shame on you...might be time to quit the "Q".
- If you can't manage better results than what you've shown everyone over this HOLIDAY weekend, perhaps you should consider a different type of business to manage.
VTKilarney
Well-known member
Serious question...
At what point do these blunders force a drop in season pass prices? He's already de facto lowered the price by non-stop promotional discounts, but at some point will he have to lower the price across the board?
I actually think that a cheap season pass could help fill the hotel. If he offered a season's pass at something like $450, and marketed it heavily in Massachusetts and Connecticut, a lot of people may buy passes and spend a few nights per season in the hotel.
Another idea would be to offer a discount if you reserve a set number of nights in the hotel. But this would definitely piss off the locals.
At what point do these blunders force a drop in season pass prices? He's already de facto lowered the price by non-stop promotional discounts, but at some point will he have to lower the price across the board?
I actually think that a cheap season pass could help fill the hotel. If he offered a season's pass at something like $450, and marketed it heavily in Massachusetts and Connecticut, a lot of people may buy passes and spend a few nights per season in the hotel.
Another idea would be to offer a discount if you reserve a set number of nights in the hotel. But this would definitely piss off the locals.
Smellytele
Well-known member
Not sure i would by a season pass to a place that was 3 hrs away and when i skied there I had to rent a hotel room every time.
VTKilarney
Well-known member
I guess I was thinking that for people who will do this anyway it would be a good deal. But your point is well taken. There aren't enough people who fall into that category to justify a price reduction for that reason alone.
halfpintvt
New member
Here they are, I tried to eliminate pictures etc.
Kevin Shpritzer Hey Burke, season pass holder for many years, and I'm disappointed in the customer service this weekend. I understand lifts close for weather and power reasons, so I have zero complaint about that. However, the communication is severely lacking. We've been in the mid lodge for about two hours (it's 11:25 now), and not a single Burke employee has explained the lift situation to the dozens of customers waiting here. Everyone is guessing and continually checking this FB page for updates, but none are to be found. Aside for the lack of information and customer service, there was no food or drink service available up here for a couple of hours as well.
Tamer Alamuddin Just to add to this thread, today is MLK day which is a holiday for many. To not have the mid burke cafeteria open is ridiculous. As a condo owner I want this resort to succeed and yet often management seems deliberately obtuse. In addition there was no single line at sherburn, which of course being mlk and with top lift hold... Was packed. Lack of communication also key issue and no excuse for sherburn not opening on time, deicing should happen earlier.
Daniel Ian Smith This is inexcusable on a holiday weekend and even more so given the struggle with snow this season. now we get fresh coverage over night and you can't get out first thing to ski in it? No communication? This is business 101 stuff. I'm so disappointed. It's clear the new owner is a novice and this mountain is a plaything for him. Read the posts below and the posts that have gone up over the past weeks. SO many people believe in and are committed to this mountain and have been so patient. You can only take advantage of people's good graces and patience for so long. There is a great opportunity here to make this work, so easily.
Rebecca Ong-Sutherland I agree with what everyone here has said. Weather happens and mechanical issues happen. We know the lift crew was busting their butts trying to get the lift spinning and there are a lot of things that are out of your control. However, there are many things that are within your control and when s**t goes down its those little things that make all the difference to your guests. You are a ski mountain, but first and foremost you are in the hospitality business and taking care of your guests should be just as important as getting the lifts spinning. When you know there will be a delay, a representative with a walkie talkie should be sent up to the mid lodge immediately to field questions and provide updates so people aren't just standing around guessing and staring at the lift. At the very least someone should be there to offer complimentary coffee, tea, and/or hot chocolate for waiting guests. It's a small gesture that goes a long way to acknowledge the inconvenience being put on your guests and shows that you're doing everything to make things right. Also, if you give out a phone number for people to call for updates, someone should actually be answering the phone. These are basic moves within the hospitality industry. Does Burke have a seasoned hospitality manager on staff? Someone who has many years working at the GM level in a hotel or restaurant? If not you need to recruit someone ASAP if you want to have a chance to be a successful hospitality group. By the way things were handled today and from recent poor experiences at the Tamarack it's clear that there is no professional leadership nor process in place, and your staff are not given the tools they need to succeed. Whatever you are doing now is clearly not working.
We have been season pass holders at Burke for almost a decade and we know that Burke's fan base is as loyal as they come and are willing to have some patience when things like this happen. But the people who visit for the first time will see the whole scenario as amateur hour and never come back. We were overhearing conversations among new faces in the lodge that had us feeling embarrassed considering how much we boast about Burke and how much we love it. Many of us have emotional and financial investments in Burke and we want nothing more than to see it succeed. Today was very upsetting and not just because we couldn't ski. It was because we felt like were watching our beloved Burke Mountain falling apart at the seams.
Gerard Hoar Well stated. I remember a time when the predominant conversation on the chairlift was not about the pathetic management.
Rebecca Ong-Sutherland Totally. I want my chairlift conversations to only be about what ropes we are going to duck next!
- Michael A. Stahler Well said, Rebecca.
Amy Galvin Lachapelle If this were happening at any other mountain it would be considered unacceptable. Burke you are lucky to have such forgiving customers. This customer is not so forgiving. You've held my ski day hostage with minimal communication. Shame on you. Something has to change here.
Maureen OConnell Parker Common sense...how's about stringing the ropes out at Sherburne "Express"so the two thousand people skiing to the bottom know where to cattle in. Get rid of the terrain parkees singles line so more skiers can move. I guess that takes initiative and Q isn't ,won't , or can't do it! Pretty sad...And bring back Guiness to mid Burke.
Kyle Sipples On Saturday the 10th you said that a date for the pass holder meeting would be announced by the end of last week. It can't take that long to pick a date. Hopefully an announcement is coming.
Gerard Hoar I'll second that.
- Steven Joyce Sad really.........
Gina Peloso Customer service & information regarding the lift not working at mid-Burke is severely disappointing today. Where is customer relations keeping your patrons happy? Not important to you guys?
·
Burke Mountain Resort Hey Everyone, we appreciate the feedback and concerns relating to the morning. Mid Burke Cafeteria is closed Monday through Friday and only serving on weekends. 9am-4pm. Guest Services and Staff were updated as quickly as possible from our lift operators who were working as quickly as they could to de-ice. Customer service is always top priority. With the influx of calls and eagerness of our patrons to get out there, they were doing the best they could with the information available.
- Howard Bunta So Ari, you are doing the best you can? No apologies for not starting lifts earlier or have the cafeteria open on one of the largest ski holidays? Well shame on you...might be time to quit the "Q".
Abby Carey Honestly, it was no surprise to anyone that weather was coming in yesterday. You really need to get on the ball and have any and all situations under control so you can open on time for PAYING customers. If you need to start the work day 3hrs early to counter-act delays, then do it! If you can't manage better results than what you've shown everyone over this HOLIDAY weekend, perhaps you should consider a different type of business to manage.
Patty FrechetteBurke Mountain Resort When is the pass holders meeting? It was stated a while ago we'd know a date ASAP.
Alex Bolcon Cafeteria closed on a Monday holiday? Terrible customer service. No wonder you guys have been operating at a loss for 10 years.
Connor Ian Damn straight bud
Miguel Figueroa That makes no sense ! Mlk is one of the biggest ski holiday since is three day weekend for most ! That's what I call rookie mistake !
- Steven Joyce I find this unbelievable, time for Q to just walk away and let someone with some semblance of hospitality and ski experience step in.......
Last edited:
halfpintvt
New member
See post # 3070, read em and weep! "And much it grieves my heart to see what Q has made of Burke"
VTKilarney
Well-known member
Locals won't need to stay in the hotel. So by offering cheaper passes non-locals, the locals will be pissed.
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So let's be brutally honest about two points. First, there is not going to be any season passholder meeting. That clearly was someone's idea to appease folks and Q has either fired that person or flat out rejected the idea. Even if one does not happen I can tell you one person who will "not show" nor care and that it the person that is the problem.
Second, forget running a ski area let alone a hotel. These folks can't run a business. If what folks are saying is right Q did not have enough people to even ANSWER the telephone on Sunday. That is pathetic. And on a critical holiday? That is fatal. Q has run out every single person with substantial industry experience. He has forced out folks in every major department. Nobody is going to work for him.
I have never seen it this bad ever at Burke. It really hurts.
Second, forget running a ski area let alone a hotel. These folks can't run a business. If what folks are saying is right Q did not have enough people to even ANSWER the telephone on Sunday. That is pathetic. And on a critical holiday? That is fatal. Q has run out every single person with substantial industry experience. He has forced out folks in every major department. Nobody is going to work for him.
I have never seen it this bad ever at Burke. It really hurts.
halfpintvt
New member
Season Pass Holders and others offer their opinions about Q Burke Mountain's MLK weekend service. Cut and pasted from the Burke Mountain Resort Facebook page :smile:
Kevin Shpritzer Hey Burke, season pass holder for many years, and I'm disappointed in the customer service this weekend. I understand lifts close for weather and power reasons, so I have zero complaint about that. However, the communication is severely lacking. We've been in the mid lodge for about two hours (it's 11:25 now), and not a single Burke employee has explained the lift situation to the dozens of customers waiting here. Everyone is guessing and continually checking this FB page for updates, but none are to be found. Aside for the lack of information and customer service, there was no food or drink service available up here for a couple of hours as well.
Tamer Alamuddin Just to add to this thread, today is MLK day which is a holiday for many. To not have the mid burke cafeteria open is ridiculous. As a condo owner I want this resort to succeed and yet often management seems deliberately obtuse. In addition there was no single line at sherburn, which of course being mlk and with top lift hold... Was packed. Lack of communication also key issue and no excuse for sherburn not opening on time, deicing should happen earlier.
Daniel Ian Smith This is inexcusable on a holiday weekend and even more so given the struggle with snow this season. now we get fresh coverage over night and you can't get out first thing to ski in it? No communication? This is business 101 stuff. I'm so disappointed. It's clear the new owner is a novice and this mountain is a plaything for him. Read the posts below and the posts that have gone up over the past weeks. SO many people believe in and are committed to this mountain and have been so patient. You can only take advantage of people's good graces and patience for so long. There is a great opportunity here to make this work, so easily.
Rebecca Ong-Sutherland I agree with what everyone here has said. Weather happens and mechanical issues happen. We know the lift crew was busting their butts trying to get the lift spinning and there are a lot of things that are out of your control. However, there are many things that are within your control and when s**t goes down its those little things that make all the difference to your guests. You are a ski mountain, but first and foremost you are in the hospitality business and taking care of your guests should be just as important as getting the lifts spinning. When you know there will be a delay, a representative with a walkie talkie should be sent up to the mid lodge immediately to field questions and provide updates so people aren't just standing around guessing and staring at the lift. At the very least someone should be there to offer complimentary coffee, tea, and/or hot chocolate for waiting guests. It's a small gesture that goes a long way to acknowledge the inconvenience being put on your guests and shows that you're doing everything to make things right. Also, if you give out a phone number for people to call for updates, someone should actually be answering the phone. These are basic moves within the hospitality industry. Does Burke have a seasoned hospitality manager on staff? Someone who has many years working at the GM level in a hotel or restaurant? If not you need to recruit someone ASAP if you want to have a chance to be a successful hospitality group. By the way things were handled today and from recent poor experiences at the Tamarack it's clear that there is no professional leadership nor process in place, and your staff are not given the tools they need to succeed. Whatever you are doing now is clearly not working.
We have been season pass holders at Burke for almost a decade and we know that Burke's fan base is as loyal as they come and are willing to have some patience when things like this happen. But the people who visit for the first time will see the whole scenario as amateur hour and never come back. We were overhearing conversations among new faces in the lodge that had us feeling embarrassed considering how much we boast about Burke and how much we love it. Many of us have emotional and financial investments in Burke and we want nothing more than to see it succeed. Today was very upsetting and not just because we couldn't ski. It was because we felt like were watching our beloved Burke Mountain falling apart at the seams.
Gerard Hoar Well stated. I remember a time when the predominant conversation on the chairlift was not about the pathetic management.
Rebecca Ong-Sutherland Totally. I want my chairlift conversations to only be about what ropes we are going to duck next!
Amy Galvin Lachapelle If this were happening at any other mountain it would be considered unacceptable. Burke you are lucky to have such forgiving customers. This customer is not so forgiving. You've held my ski day hostage with minimal communication. Shame on you. Something has to change here.
Maureen OConnell Parker Common sense...how's about stringing the ropes out at Sherburne "Express"so the two thousand people skiing to the bottom know where to cattle in. Get rid of the terrain parkees singles line so more skiers can move. I guess that takes initiative and Q isn't ,won't , or can't do it! Pretty sad...And bring back Guiness to mid Burke.
Kyle Sipples On Saturday the 10th you said that a date for the pass holder meeting would be announced by the end of last week. It can't take that long to pick a date. Hopefully an announcement is coming.
Gerard Hoar I'll second that.
Gina Peloso Customer service & information regarding the lift not working at mid-Burke is severely disappointing today. Where is customer relations keeping your patrons happy? Not important to you guys?
·
Burke Mountain Resort Hey Everyone, we appreciate the feedback and concerns relating to the morning. Mid Burke Cafeteria is closed Monday through Friday and only serving on weekends. 9am-4pm. Guest Services and Staff were updated as quickly as possible from our lift operators who were working as quickly as they could to de-ice. Customer service is always top priority. With the influx of calls and eagerness of our patrons to get out there, they were doing the best they could with the information available.
Abby Carey Honestly, it was no surprise to anyone that weather was coming in yesterday. You really need to get on the ball and have any and all situations under control so you can open on time for PAYING customers. If you need to start the work day 3hrs early to counter-act delays, then do it! If you can't manage better results than what you've shown everyone over this HOLIDAY weekend, perhaps you should consider a different type of business to manage.
Patty FrechetteBurke Mountain Resort When is the pass holders meeting? It was stated a while ago we'd know a date ASAP.
Alex Bolcon Cafeteria closed on a Monday holiday? Terrible customer service. No wonder you guys have been operating at a loss for 10 years.
Connor Ian Damn straight bud
Miguel Figueroa That makes no sense ! Mlk is one of the biggest ski holiday since is three day weekend for most ! That's what I call rookie mistake !
Connor Ian Burke yet again you disappoint us
Kevin Shpritzer Hey Burke, season pass holder for many years, and I'm disappointed in the customer service this weekend. I understand lifts close for weather and power reasons, so I have zero complaint about that. However, the communication is severely lacking. We've been in the mid lodge for about two hours (it's 11:25 now), and not a single Burke employee has explained the lift situation to the dozens of customers waiting here. Everyone is guessing and continually checking this FB page for updates, but none are to be found. Aside for the lack of information and customer service, there was no food or drink service available up here for a couple of hours as well.
Tamer Alamuddin Just to add to this thread, today is MLK day which is a holiday for many. To not have the mid burke cafeteria open is ridiculous. As a condo owner I want this resort to succeed and yet often management seems deliberately obtuse. In addition there was no single line at sherburn, which of course being mlk and with top lift hold... Was packed. Lack of communication also key issue and no excuse for sherburn not opening on time, deicing should happen earlier.
Daniel Ian Smith This is inexcusable on a holiday weekend and even more so given the struggle with snow this season. now we get fresh coverage over night and you can't get out first thing to ski in it? No communication? This is business 101 stuff. I'm so disappointed. It's clear the new owner is a novice and this mountain is a plaything for him. Read the posts below and the posts that have gone up over the past weeks. SO many people believe in and are committed to this mountain and have been so patient. You can only take advantage of people's good graces and patience for so long. There is a great opportunity here to make this work, so easily.
Rebecca Ong-Sutherland I agree with what everyone here has said. Weather happens and mechanical issues happen. We know the lift crew was busting their butts trying to get the lift spinning and there are a lot of things that are out of your control. However, there are many things that are within your control and when s**t goes down its those little things that make all the difference to your guests. You are a ski mountain, but first and foremost you are in the hospitality business and taking care of your guests should be just as important as getting the lifts spinning. When you know there will be a delay, a representative with a walkie talkie should be sent up to the mid lodge immediately to field questions and provide updates so people aren't just standing around guessing and staring at the lift. At the very least someone should be there to offer complimentary coffee, tea, and/or hot chocolate for waiting guests. It's a small gesture that goes a long way to acknowledge the inconvenience being put on your guests and shows that you're doing everything to make things right. Also, if you give out a phone number for people to call for updates, someone should actually be answering the phone. These are basic moves within the hospitality industry. Does Burke have a seasoned hospitality manager on staff? Someone who has many years working at the GM level in a hotel or restaurant? If not you need to recruit someone ASAP if you want to have a chance to be a successful hospitality group. By the way things were handled today and from recent poor experiences at the Tamarack it's clear that there is no professional leadership nor process in place, and your staff are not given the tools they need to succeed. Whatever you are doing now is clearly not working.
We have been season pass holders at Burke for almost a decade and we know that Burke's fan base is as loyal as they come and are willing to have some patience when things like this happen. But the people who visit for the first time will see the whole scenario as amateur hour and never come back. We were overhearing conversations among new faces in the lodge that had us feeling embarrassed considering how much we boast about Burke and how much we love it. Many of us have emotional and financial investments in Burke and we want nothing more than to see it succeed. Today was very upsetting and not just because we couldn't ski. It was because we felt like were watching our beloved Burke Mountain falling apart at the seams.
Gerard Hoar Well stated. I remember a time when the predominant conversation on the chairlift was not about the pathetic management.
Rebecca Ong-Sutherland Totally. I want my chairlift conversations to only be about what ropes we are going to duck next!
- Michael A. Stahler Well said, Rebecca.
Amy Galvin Lachapelle If this were happening at any other mountain it would be considered unacceptable. Burke you are lucky to have such forgiving customers. This customer is not so forgiving. You've held my ski day hostage with minimal communication. Shame on you. Something has to change here.
Maureen OConnell Parker Common sense...how's about stringing the ropes out at Sherburne "Express"so the two thousand people skiing to the bottom know where to cattle in. Get rid of the terrain parkees singles line so more skiers can move. I guess that takes initiative and Q isn't ,won't , or can't do it! Pretty sad...And bring back Guiness to mid Burke.
Kyle Sipples On Saturday the 10th you said that a date for the pass holder meeting would be announced by the end of last week. It can't take that long to pick a date. Hopefully an announcement is coming.
Gerard Hoar I'll second that.
- Steven Joyce Sad really.........
Gina Peloso Customer service & information regarding the lift not working at mid-Burke is severely disappointing today. Where is customer relations keeping your patrons happy? Not important to you guys?
·
Burke Mountain Resort Hey Everyone, we appreciate the feedback and concerns relating to the morning. Mid Burke Cafeteria is closed Monday through Friday and only serving on weekends. 9am-4pm. Guest Services and Staff were updated as quickly as possible from our lift operators who were working as quickly as they could to de-ice. Customer service is always top priority. With the influx of calls and eagerness of our patrons to get out there, they were doing the best they could with the information available.
- Howard Bunta So Ari, you are doing the best you can? No apologies for not starting lifts earlier or have the cafeteria open on one of the largest ski holidays? Well shame on you...might be time to quit the "Q".
Abby Carey Honestly, it was no surprise to anyone that weather was coming in yesterday. You really need to get on the ball and have any and all situations under control so you can open on time for PAYING customers. If you need to start the work day 3hrs early to counter-act delays, then do it! If you can't manage better results than what you've shown everyone over this HOLIDAY weekend, perhaps you should consider a different type of business to manage.
Patty FrechetteBurke Mountain Resort When is the pass holders meeting? It was stated a while ago we'd know a date ASAP.
Alex Bolcon Cafeteria closed on a Monday holiday? Terrible customer service. No wonder you guys have been operating at a loss for 10 years.
Connor Ian Damn straight bud
Miguel Figueroa That makes no sense ! Mlk is one of the biggest ski holiday since is three day weekend for most ! That's what I call rookie mistake !
- Steven Joyce I find this unbelievable, time for Q to just walk away and let someone with some semblance of hospitality and ski experience step in.......
Connor Ian Burke yet again you disappoint us
Most local season pass holders have a vested interest in the mountain being viable. I don't see many folks buying a cheap pass and staying at the hotel. Out of state pass holders make up most of the seasonal condo rental market. I have three units, all rented to race families. Not sure that is the target market for the hotel.
I agree.
Welcome to the boards by the way. If you don't mind me asking, are you worried about the mountain? I ask because we have one real estate investor on here who has nothing bad to say ever about the mountain.
Very. One unit we bought in 1997, but the last two were purchased in 2012. Winter rentals have been stable but this past summer rentals were down substantially from 2013. I see very little evidence that current management cares at all about condo owners or their investments.
Cannonball
New member
VTKilarney
Well-known member
A friend of mine who rents condos on a nightly basis only had 50% occupancy for MLK weekend. That was unheard of prior to this year.
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