Heavenly Mountain Reviews 3

I had my seasonal ski pass revoked on my very first day as a first-time skier and first-time Heavenly customer, after paying about $700. I also rented skis and booked beginner lessons because I was genuinely excited to learn skiing for the first time. That excitement was completely destroyed.

My pass was revoked based on accusations of “pass sharing” and “impersonation” without any valid evidence. The scans happened less than one minute apart because my physical pass card was briefly in my sister’s jacket pocket. If this were intentional fraud, I wouldn’t have been so careless or obvious. My sister also has her own valid, paid account, which staff were able to verify immediately, yet this was completely ignored.

I received harsh, accusatory emails claiming impersonation with no proof, no investigation, and no consideration of context. On site, an employee told me, “You can stand here for five hours and cry in front of me, I will not change my mind or risk my job for you. I see misuses every day and I don’t care about your exceptional case or your true story.” He then laughed and told me to “accept that you’re not getting your pass back.”

I even offered to repay the full amount just to restore my pass and ease the emotional pain this caused. That was rejected without any compassion.

I stayed in Tahoe for four days and returned with my sister to resolve this in person, but was met only with cold, humiliating treatment and zero fairness. The emotional impact of this experience was far greater than the $700 cost. Heavenly didn’t just revoke a pass — they destroyed my confidence, motivation, and joy in learning a new sport. This was cruel, disproportionate, and deeply inhumane treatment of a first-time customer who made an honest mistake.

Ordered three Epic three-day passes. Shipping these to Mexico City where I'm staying. Received confirmation email of order with correct shipping information. The next day I received a shipping email saying the passes were shipping to a very old address! Called in to Support and they were basically worthless and time consuming. They stuck to their script, said my shipping address on the account was the old address (who cares...the order has the address of where I want it to go to!). It seems their system overrode my order shipping address with whatever was on my profile from ages ago...not sure why as the order itself was correct. We went round and round, as it seemed there was an English understanding barrier. I asked for a supervisor, and they said the supervisor could only do what they were doing?! BTW, you don't need a supervisor if that's the case. I'm not quite sure where my passes are going but I hope to get them some day. As with most on-line systems it seems almost impossible to get a real person who can actually "help".

75% of the lifts were closed but you still have to pay in full.
They did not prepare the slopes at all.
The staff was not unfriendly but couldn’t care less about you
If some people had difficulties getting on the lifts the staff didn’t react on stop the lift..
The food on the mountain was a rip of us$ 85.- for 4 hot dogs and 2 coffees and 2 cocos
Go some place else. You could have so much more fun for less