I traveled to Brian Head from Vegas to go skiing for the first time, and I will never choose Brian Head again!! I submitted a survey for management to see, but will share the same comments here for you to see. Lodging: Worst experience ever!!! So many issues. First, the lady checking us in was rude and had no knowledge of anything. The website was not clear on when check in was for AM lessons, so I asked if she knew what time we should leave to get there and she said that they shouldn't start until after 1030am, but website says to get there before 945, which isn't true because in reality, check in starts at 945. Next, there are stairs half way down the hallway, so you can't take a luggage cart to your room, you have to remove it and walk it up the stairs. There was no mention of that anywhere on your website and we were not told about it at check in. Next, I paid for a room with 2 queen beds, and they were full beds, confirmed the next day by a different receptionist. FALSE ADVERTISEMENT!!!! When I asked what could be done about the situation, all they said was to move rooms, which I didn't do because they could not confirm if the room I would be going to would have queen beds and the fact of moving all my luggage up and down more stairs without a luggage cart. Next, the bus situation was awful. They arrived late and got stuck, almost making me late for my lessons. Waiting for a bus from the resort back to the lodge took over a half hour, leaving me my brother and friend alone in the resort with no employees to assist the situation. Finally, when I booked the reservation on January 18th, I was told that there would be complimentary continental breakfast severed each morning. When we got there, they canceled it and offered us a 25% off one breakfast sandwich coupon at Navajo Cafe in its replacement. They said that their kitchen was under refurbishment, and would not offer anything else. I did not bring food because I was told there would be breakfast served, and they said that it has been this way for 2 week, but made no effort to inform me or any other customers who booked prior to their kitchens going down. The only good part of the lodge was the waitress working 2/14 in the bar and 2/15 on the restaurant downstairs in the lobby. I don't remember her name, but she was the only one working both days and she was amazing. Super friendly and helpful. Every other employee working at the lodge were miserable and had not customer service friendliness what so ever. Worst staffing I have ever experience in my life. Website: Your website needs a complete overhaul. It was an absolute terrible experience trying to book the hotel, lift, equipment, and lessons. The website was not clear at all and I tried contacting customer service for support 7 times over the span of two weeks and never reach through to anyone and never got a call back. After that I gave up and did the best I could to try and figure it out on my own. Worst experience ever. Rental Proces
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