Resolved
Charee D

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| map-marker Lutsen, Minnesota

Resolved: HORRIBLE Customer Service and not worth the price

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Eagle Ridge Resort Lutsen Mountains - HORRIBLE Customer Service and not worth the price
Updated by user Dec 30, 2022

Company fixed the issue and I have been provided with partial refund. Finally heard back from management and was informed that they had processed a refund for 50% of our package price.

Updated by user Dec 30, 2022

After a week of almost daily phone calls to management; I have finally received a call from management to notify us of 50% refund due to half our stay being ruined.

Original review Dec 29, 2022
Horrible customer service!! They barely answer phones, never return calls, and refuse to address customer concerns.

They charge full price for lift tickets when only one chair lift runs. Cost $150 for just my nine year old to ski for first time ever and she only went down the giant bunny hill 6 times during -32 degree weather. They just want your money and could care less about your experience. We stayed two nights and the second night the power went out for 8 hours.

Room reached to 54 degrees and dropping before heat came back on. There was no body answering phone calls, no checking on guests, no email, nothing to acknowledge the horrible experience guests had. They said a manager would call and a week later they still havent called. I have made several calls and left messages and no return.

It cost us $1700 to freeze our arses off. With -32 degrees and 30 mile an hour winds we were trapped with no communication. Rooms did not have adequate warm bedding for the weather. Gas fire place was not in working order.

While power was out from 10pm-6am the fire alarm went off every hour to tell us there was no power to it. We were unable to sleep due to the alarm and the cold. It was the worst experience I have ever experienced when traveling. We left early and did not use second day of lift tickets because who wants to risk being trapped on a chair lift in -32 degrees after freezing all night long?

Dont waste your money! Definitely dont stay at this resort!!!

Go to Air BnB or one of the other hotels/resorts. Youll hopefully get better customer service and wont risk freezing to death!
View full review
Loss:
$700
Pros:
  • Within 4 hours of twin cities
Cons:
  • Horrible customer service by management & resort front desk staff

Preferred solution: Price reduction

User's recommendation: Resort is not worth the price. Many hotels and resorts nearby that have better customer service

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