I took my two teenage children and a friend to Swayne Ski Resort on 1/9/21. It was the first time my kids & I have visited Swayne and a long time since my friend visited. We arrived at 9:20 am for a 10 am beginner Ski lesson and encountered a line of about 100 people at the lift ticket desk. (Pics attached) After about 20 minutes and the line not moving much, I called the resort and spoke to a receptionist at the resort regarding the circumstance. She was very apologetic, indicated they rarely have the issue with understaffing and had called an employee in to help the two people at the lift ticket windows to help manage the customer line. I shared our concern for the fact that we may be late to miss our scheduled ski lesson, but the receptionist did not have a response.
It was about 15 degrees out and it took 45 minutes for us to get through the ticket line to get our lift passes. I know it's a ski resort so you would expect to be outside in the cold weather. However, when you must stand in one place for an extended period, especially when you're a child, you get cold. We then walked over to the next building to get our boots and skis. I'm not sure why they don't have all these stations and processes incorporated into one building for convenience sake? Again, we encountered a line of about 25 people and again there was a limited staff with one person at the counter. We then needed to complete a waiver, which took a few minutes, and onto getting our boots. We discovered another line of 15 people at the boots with only one Swayne employee at that desk. We overheard other customers along our way complaining about the delays and the time was now 10:55 am 90 minutes from the time we first stepped into line at the ticket desk outside. While we were getting boots a 4" tall rack of black plastic trays fell over on a young boy behind us. The trays should probably not be stored/stacked where customers are going to stand or walk by as they are a safety issue. We got our skis in about 10 minutes from the one person working at that desk and then went outside to see if we could find the Swayne employee giving the lessons.
We could not differentiate Swayne employees from customers, which is an issue. We thought that employees should wear bright green, yellow, or some other color along with large Swayne patches so they can be easily identified for any questions or help. It took us 15 minutes walking back & forth to identify a Swayne employee who happens to be holding a clipboard who could help us. The employee indicated they needed to find an instructor who could deliver our 90-minute lesson. The time was 11:20 am and almost two hours after our arrival until our lesson finally began. It wasn't that the resort was busy, it was the fact they had very few employees working and for a Saturday morning, that was very disappointing. During the delays in processing, I looked on my phone at the reviews of Swayne and most were not good. Many similar complaints and more from prior customers. Clearly, none of the comments have been taken into consideration by Swayne management as nothing had changed or been improved. In fact, there was not a single response from Swanye management on any of the feedback sites I reviewed. Also, I noticed of all the ski resorts posted on Yelp, Swayne was the LOWEST rated by customers!
The entire facility appears to be very aged, worn, and run down. It looks like the last time it was painted was the 1990s and the paint colors (gray & purple) not the best choice for interior colors. I felt that whoever owns this resort is completely disconnected and does not care. There are many areas of this resort that could be modernized in terms of decor, process improvements to increase the speed of equipment & ticket processing, and other organizational changes to make the entire experience for customers more enjoyable. The staff albeit barely visible were friendly and did the best they could to keep up. However, it is quite clear that they are way overworked. My friend indicated that Swayne used to be a much better place to ski and better experience years ago.
Although my two young teen kids absolutely loved skiing, and I plan to take them for many years to come, I'm honestly not certain if we will return to Swayne with other options available. read more