Worst customer service at a resort bar (Sunday River)

[Edd]

Sliders at the Jordan Hotel at Sunday River.......unbelievable.

Background: I havent been there this year until today. Their horrible customer service is legendary; I've talked to folks about it and seen it discussed on SR's forum. Unconsciously, I'd assumed this had been addressed before I stepped in there today. This isn't rocket science. Here's what to expect:

The hostess will be irritated that you have arrived. She will offer you a table out of the goodness of her heart.

The waitstaff will be oblivious to your presence. You will have to ask who your server is. Count on it.

I saw two parties physically track down their server to pay their bill.

Are they understaffed? Initially, I thought this must be the case. They had 3 servers, a manager, and a bartender, who was serving us at the bar tables as well as serving patrons at the deck, past all the other servers tables. Trust me, their staff is sufficient.

This was a customer service train wreck. Patrons were pissed. I have seen this over 90% of the time I've been there over the last 5-6 years. I figure it's why Loon doesn't post a detailed daily snow report on their website. They figure people will come regardless of what they do, so there is no need to improve.

As a passholder, I've had it. I'm sending a link of this thread to info@sundayriver.com, which is the best place I can figure to send feedback to demonstrate I'm not just bitching. I actually want things to improve there. SR staff, post away.

 

[WJenness]

Wow... Sorry to hear.

I've only ever stopped at Sliders once. It was a Friday a couple of seasons back, and while a little slow (i.e. the place ran on Maine speed not Boston speed, so not really slow, just seemed slow to me), it was adequate.

It's unfortunate that you had an experience like that. Hopefully they'll get things worked out over there.

-w

 

[Brownsville Brooklyn]

Sliders at the Jordan Hotel at Sunday River.......unbelievable.

Background: I havent been there this year until today. Their horrible customer service is legendary; I've talked to folks about it and seen it discussed on SR's forum. Unconsciously, I'd assumed this had been addressed before I stepped in there today. This isn't rocket science. Here's what to expect:

The hostess will be irritated that you have arrived. She will offer you a table out of the goodness of her heart.

The waitstaff will be oblivious to your presence. You will have to ask who your server is. Count on it.

I saw two parties physically track down their server to pay their bill.

Are they understaffed? Initially, I thought this must be the case. They had 3 servers, a manager, and a bartender, who was serving us at the bar tables as well as serving patrons at the deck, past all the other servers tables. Trust me, their staff is sufficient.

This was a customer service train wreck. Patrons were pissed. I have seen this over 90% of the time I've been there over the last 5-6 years. I figure it's why Loon doesn't post a detailed daily snow report on their website. They figure people will come regardless of what they do, so there is no need to improve.

As a passholder, I've had it. I'm sending a link of this thread to info@sundayriver.com, which is the best place I can figure to send feedback to demonstrate I'm not just bitching. I actually want things to improve there. SR staff, post away.

this is nothing new at any resort ski or no ski....montauk manor is the same thing....been there 7x & the staff is known for its rudeness....summit hotel in k, some kbl, pico & bear staff & many other places in k....i can just imagine stowe....its the whole us versus them thing....society been breaking down for a long time....

 

[Edd]

this is nothing new at any resort ski or no ski....montauk manor is the same thing....been there 7x & the staff is known for its rudeness....summit hotel in k, some kbl, pico & bear staff & many other places in k....i can just imagine stowe....its the whole us versus them thing....society been breaking down for a long time....

I'm sure you are correct. However, Sliders is something special. At SR, they stand out, far and away, as the worst place to feel like a welcome customer. This is not a spontaneous rant. It has been going on for so long that severe intervention is required to fix this.

 

[Brownsville Brooklyn]

I'm sure you are correct. However, Sliders is something special. At SR, they stand out, far and away, as the worst place to feel like a welcome customer. This is not a spontaneous rant. It has been going on for so long that severe intervention is required to fix this.

what brilliant consultant thought this strategy up? same ones that came up with k's strategy?

 

[puckoach]

I've owned seasonal restaurants/pubs/clubs. Spent quite a bit of time at ones owned by others.

If you don't like the place, why did you go back ?

I for one have had great service at a number of places around Loon. Always nice people at Paul Bunyon's in the Octogon. Camp III for breakfast or lunch is good people too ! Black Diamond at the Mountain Club has great bartenders (even if hotel management is asleep). Commonman is good. Real great people at the Woodstock Inn & Brew Pub.

 

[Edd]

I've owned seasonal restaurants/pubs/clubs. Spent quite a bit of time at ones owned by others.

If you don't like the place, why did you go back ?

I for one have had great service at a number of places around Loon.

I repeat, it was my first time there this year, and this is not rocket science; we were just looking for a beer. This is such a basic issue that the notion that it has not been fixed after existing for so long is stunning.

I'm sure the establishments surrounding Loon are excellent but I was referring specifically to the snow reports.

 

[deadheadskier]

If you don't like the place, why did you go back ?

As a pass holder, he's invested there. Edd's a big time promoter of Sunday River. He wants to see the place do well.

 

[thetrailboss]

Seems very uncharacteristic for Sunday River. That resort has always been run well in my experience. Sorry it was not good. FWIW I've had good times at the Matterhorn and the Phoenix.

 

[SIKSKIER]

Where's BobR?

 

[rocojerry]

I've had worst luck at the Foggy Goggle than Sliders...

But sitdown meals always are too slow for my ski days, I typically just get a bloody mary or beer over there on a sunny spring day. After getting a coffee once, the waitress once asked would you like Caramel Baileys or regular Baileys with that? It was pretty crafty upselling -- I went with the regular Baileys.

 

[jaywbigred]

Don't we need to contact the bar for their side of the story?

 

[Vortex]

I just saw this check you pm's Edd. F&B has been one of the areas that use to get slammed and really it was fair. The last 4 years have had a huge change . Sorry to hear that it went bad. I have yet to go to sliders this year.

I don't usually go to lunch, barker for beers and if I got out for dinner or apres ski I move around. Matterhorn or Phoenix. Liam early and off season, I have spent more time at the Phoenix this year.

 

[RootDKJ]

Don't we need to contact the bar for their side of the story?

:lol:

 

[Edd]

FYI, the concerns have been sent to the appropriate person. Thanks, Bob R.

 

[Edd]

Update: I've received several e-mails from SR staff this weekend and they have been quite gracious regarding my concerns and have attempted to compensate for the bad experience I've had. It's hard for this customer to expect any more. I'm sure they deal with jerks like me on a regular basis so my hat is off to SR.

 

[Vortex]

Glad to hear. Nice post in closing.