drjeff
Well-known member
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!
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!
