Negar S.
I had my seasonal ski pass revoked on…
I had my seasonal ski pass revoked on my very first day as a first-time skier and first-time Heavenly customer, after paying about $700. I also rented skis and booked beginner lessons because I was genuinely excited to learn skiing for the first time. That excitement was completely destroyed. My pass was revoked based on accusations of “pass sharing” and “impersonation” without any valid evidence. The scans happened less than one minute apart because my physical pass card was briefly in my sister’s jacket pocket. If this were intentional fraud, I wouldn’t have been so careless or obvious. My sister also has her own valid, paid account, which staff were able to verify immediately, yet this was completely ignored. I received harsh, accusatory emails claiming impersonation with no proof, no investigation, and no consideration of context. On site, an employee told me, “You can stand here for five hours and cry in front of me, I will not change my mind or risk my job for you. I see misuses every day and I don’t care about your exceptional case or your true story.” He then laughed and told me to “accept that you’re not getting your pass back.” I even offered to repay the full amount just to restore my pass and ease the emotional pain this caused. That was rejected without any compassion. I stayed in Tahoe for four days and returned with my sister to resolve this in person, but was met only with cold, humiliating treatment and zero fairness. The emotional impact of this experience was far greater than the $700 cost. Heavenly didn’t just revoke a pass — they destroyed my confidence, motivation, and joy in learning a new sport. This was cruel, disproportionate, and deeply inhumane treatment of a first-time customer who made an honest mistake.