oh man. I had a good one this winter. well good for me because i got a chuckle out of it.
so i'm finishing up for the day i got rid of the kids in my lesson and i walk upstairs from the instructor's lounge to the front desk of the lodge and there's this lady behind the counter looking right at me, almost like she's trying to grab somebody's attention to get help. so stupid as i am, i walk over and ask "may I help you?"
and right off the bat she's bombarding me with
"i demand a refund, we had a horrible experience today! first of all our kids went out on their lesson late (side note: this parent brought her kids in late herself). the morning instructor was just horrible, he said everything sucked! he said if they got lost it would "suck" and everyone at the front desk here were treating us poorly "
lets break: first of all she was late getting there and thus, her kids would be late. at least we accommodated her stupid ass and let her kids in the program despite this. It was during a major holiday period and our programs were full but we still took her kids in anyway!
the instructor her children had in the morning was handed two more kids in the middle of his lesson and thus was delayed, she actually made it less convenient for the other children in the lesson. In fact the instructor was a high schooler, a really docile kid and probably meant "it would not be fun for you or me if you got lost, because it is very confusing and hectic on the mountain today" not "if you get lost, sucks for you" as the parent seems to of taken it.
thirdly. I WAS THE FRONT DESK in the morning and i'm the largest ass kisser there. I crack jokes with the parents, make comments about how unfortunate the lines are today and everything to get them to smile, and that lady was no different from anybody else in the morning. if i were really that grouchy do you think she'd be the only one standing there demanding a refund?
now back to the lady,
she was still ranting and at this point i feel that she realized that she was in no way justified in her demands and started making shit up (well that sort of started with the comment about the front staff because if she hadn't, she probably would have noticed it was me):
"my kids said they weren't fed lunch and they were in the wrong level! the afternoon teacher was fine (as he walked by behind me, might i ad) but everyone else has been snotty and mean. We didn't know where to pick the kids up either" (by now my boss had snuck up behind me and took over the ass kissing for me. thankfully she told the lady that she was lucky her kids got into a lesson in the morning and that she didn't have the power to refund her) (oh, she actually does have said power ^_^)
and back to what the lady said:
to pick up your kids is a little hard because you need to go in and go down some stairs and wait for them, but i made it extremely obvious, not to mention if you're really confused its a good bet to just go back where you dropped them off. i also stated that you could wait at th ebottom of the hill for your kids to come back!
also, those kids were fed. the morning instructor made sure of it, since its his job, but since he only had a handful of kids that day he remembered feeding those kids. and the kids didn't look to be complaining to me, they actually looked embarrassed for how their mother was acting.
and the level! how would this lady who's never skid a day in her life know what lever her kids is supposed to be in?! fuck, we tell them off the bat its on the paper work its on loop on TVs all around, we group the kids in ability and age - NOT by friends, though we try but ultimately we try to make the experience the best for the kid and their skiing. she probably said they skid better then they did, in the morning they went out with that more advanced lesson and in the afternoon had to be dropped down to an appropriate level. the kids had more fun in the afternoon according to her, so chances are we did our job in that aspect.
i feel bad that some people try to do something nice for their children and turn it into something ugly and downright sad because they dont like the price tag. i agree the mountain has some poor policies on pricing, but they came here, they purchased it - if they didn't like it they didn't have to give the money to the ticket booth guy, but they did.
either way, the mom made an ass out of herself and didn't get her money back. next time she comes late i'll smile and explain that in her reservation packet it stated to be there by 9:30 and that they are infact showing up at 10:15, lessons have already left but you may sign them up for the afternoon and bring them back here BY 12:00.
gah.