We were so excited to use Ski Butlers for our ski and board equipment rentals. For all intents and purposes, they seemed to be extremely professional and reasonably priced. However, over the last two days of dealing with multiple issues resulting in two entire half days of missed skiing and boarding for several of our family members, we are seriously disappointed. It all began with the delivery and fittings. It seemed efficient as there are two families of four renting both ski and boarding equipment that they sent two people to fit and adjust our equipment. Well, it seemed fine at first but it was odd they didn't have us fully try on our boots and make certain we knew how to get in and out of our boots, skis and boards since we let them know the majority were first timers. We actually had to ask them to show us how to get the boots onto the boards. They did it manually rather than have each member try on their own equipment.
The next morning, we all arrived to get our equipment in the locker rooms and half of it was missing! They were not in our lockers! So we called them and as we were speaking to them, my daughter found our equipment in a random, unlocked locker. So, we all put on our gear, and headed out. First big problem we encountered was that my boots were causing me excruciating pain when completely strapped in around my calves. My friend had to help me get into them which I knew wasn't right as I've skied for many years. We called them and they arrived with a new pair of boots about 10 min later and informed us they had given me boots made for men, not women thus there was no room for my curvy calves.
As we were finally headed to the slopes, another in our party who had snow boarding lessons that morning was headed back as his bindings were falling off his board! It took over an hour to get his bindings back on and he missed his lesson. Fortunately, Telluride Ski Lessons refunded the money.
Next, my son had snow board lessons and had a really difficult time staying up and he was very frustrated. The instructor mentioned that the bindings for his feet were too close and his board was too small. So, after the lesson, we called them again to ask them to fix the situation. He got a new board at lunchtime and was able to board the remainder of the afternoon.
We were told if we decided we wanted to trade out our equipment we would be able to do so. The evening of the first day, we called them to ask whether we could trade out two ski equipment bundles for snow boards. I was told they were on a delivery and would call me back. This was around 4:00 in the afternoon. While we were at dinner, I received a call around 7:30 stating they would not be able to switch them out as they don't have any available equipment.
Finally, day two arrives and my husband is on the slopes for about an hour with my 11 yr old and his bindings fall off. I called the number they provided and was again told they were on a delivery and she was the only one working. She said it would be 2:00 before anyone else was in the shop- it was 11:00am. I asked her if she could meet my husband in the locker rooms in an hour and she agreed. I also asked her to have her manager call me. I then instructed my husband to head towards their shops, ignore the sign that says no one is there and to call the number given, but rather knock on the door and ask for help. Fortunately, what I was told was not the case and someone answered and fixed his bindings in about 20 minutes.
It remains to be seen if we are going to have any further complications at this time and whether the manager will call me. We only have a day and a half left of skiing and I sincerely hope we do not have any more trouble.
Yesterday, I was willing to give them the benefit of the doubt that they are extremely busy this time of year, but after hearing they only had one person on call during one of the busiest weeks of the season, I wouldn't recommend the Ski Butlers to anyone.
Addendum- we want to make certain we are fair to all those involved. Austin and Nick at Ski Butler were very responsive and helpful at all times. Nick just happened to be in the office off duty when my husband arrived and he fixed them without hesitation.
After I spoke to their rude manager, they called us back, offered an apology and tried to rectify the situation. They gave us credit for a day of rentals. Because of Nick and Austin, we are rating them 2 stars instead of the 1 we were originally going to post. Unfortunately, it was their manager that was the source of most of the issues that arose and we believe in giving credit where it is due. read more
