vailresorts.comReviews of vailresorts.com

Very poor customer service. Seems to be able to only talk to a call center with poor English. There was a mess up with the credit card on my husband’s pass. We have renewed our passes for 26 years! They have no customer loyalty. We paid the $49 to secure early rate. That credit card was stolen so we had a new card. When they tried to charge it for the pass it was declined. I called the next day and after 80 mins on the phone they replied “too bad you have to pay the more expensive rate”. I said refund me my $49. He said that was not their policy.

I purchased an Epic Local Pass in April and paid the $50 down payment. In August, my parents unexpectedly received notice that they are moving to Japan, and I will be going with them for the winter to help with the move. I contacted Epic months before ski season and asked them not to process the remaining approximately $700 balance in September because I will not be able to use the pass. They refused. I contacted them before the season began, before the remaining payment was processed, and months in advance. I wasn't asking for a refund after using the pass. I was asking to cancel before the season. The response was essentially that the policy doesn't allow it. I understand that companies have terms and conditions. What I don't understand is refusing any flexibility when the customer provides months of advance notice and hasn't even used the product. This experience has convinced me that I will not purchase another Epic Pass. **If your plans could potentially change, read the cancellation terms very carefully before paying the deposit.**

Update to prior poor review. Vail Resorts, twice messed up the order, the person we gifted the pass, NEVER RECEIVED IT. VAIL RESORTS ABSOLUTLY DOESN'T CARE. WON'T REFUND WON'T SEND ONE FOR NEXT SEASON. The asked me to deal with a 3rd party vendor they use for refunds. You need a "Qualifying Event" for a refund. Well never getting the pass isn't an option. TOTAL SCAMMERS.

Charge a lot for slush and mud

Vail has terrible customer service. I was charged $153 for a lift ticket I didn't use and was told was refundable but it was not refundable. Don't trust Vail!

Keystone is making it very hard to get IT help regarding my attempts to solve why I can't log on to my MY Epic. When I try to call anyone in IT the call is always dropped. When I finally do get a customer service representative they don't transfer me to IT , but attempt to solve the problem themselves. I finish thinking that all my problem have been solved only to find out that it still doesn't work. When I try myself to reset the password the site doesn't allow me to do that. I realize that with the bad snow year we having they probably laid off many employees, but despite that I should be able to find a resolution. It's very frustrating when I have to to retrieve my plastic pass while others are waiting behind me. I hope that this problem can be eliminated ,but without help from Keystone. So while writing this I was hung up again trying to get a person who can actually fix this. There are many great employees who work for keystone . But this problem they don't seem to want to fix. Rick Clauder

Beware when pre-purchasing an Epic Pass. If you have an unusual circumstances that prevent you from using your pass they will neither refund nor defer your pass and the insurance they hawk will not cover any but very narrow exceptions. I am unable to use my 2025-2026 Epic Local Pass and, beginning in October, asked for a refund or at least a deferral until next year since that would cost them nothing. After several attempts, their response, while polite in a corporate way, was essentially "tough." One representative even attempted "we have to be fair to everyone," failing to see the logic of "if it's not fair to me, how can it be fair to everyone?" I guess she never studied Venn diagrams. Epic has permanently lost one customer and Ikon gained another. Beware.

I’ve honestly never had such a ridiculous experience in my life. I paid in full for ski passes for me and my son for Whistler – over £1000 – and even paid extra to have them delivered to the UK. It’s now been EIGHT WEEKS and still no passes! I keep getting these pointless automated emails saying they’ve been “despatched” but nothing ever arrives. I’ve contacted customer service multiple times, and every time I get the same robotic nonsense – it’s like talking to AI. They just keep saying I can “collect my passes at any Vail resort” and “pay for the privilege” (which I’ve ALREADY done!). I’ve explained several times that I live thousands of miles away in the UK and paid for delivery for a reason, yet they just don’t seem to listen or care. Even worse, I received an email saying “thanks for activating your passes” — how exactly have I activated passes I never received?! Spoke to a manager (apparently), but they were no more help than the chatbot-level staff. Honestly, this company has the worst customer service I’ve ever encountered. Total lack of accountability, zero urgency, and no common sense. I’m now seriously worried I won’t even have the passes for our trip after paying in full months ago. Avoid at all costs — shocking.