Problems at Vail Resorts (MTN)

Problems at Vail Resorts (MTN)

Vail Resorts (NYSE: MTN — $10.7 billion) is a serial acquirer of ski resorts and offers customers access to around forty “world-class destination mountain resorts and regional ski areas” through an all-you-can-ski subscription pass. Vail Resorts’ subscriptions have enabled strong revenue and profit growth, but have come at the expense of customer experience. The Bear Cave has uncovered hundreds of complaints that show the Vail Resorts ecosystem is oversold, overworked, and has goodwill stretched thin. Vail’s future may be downhill.

Since launching the Epic Pass in 2008, Vail Resorts has made the pass its central selling point for both customers and investors. The Epic Pass is no longer epic.

Vail Resorts has an F rating from the Better Business Bureau, with 331 complaints in the last twelve months and an average rating of 1.04 stars out of 5. Many complaints concern the degradation of service at Vail Resorts due to low-quality staffing, overcrowding, and misleading refund policies. One …