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THE QUESTIONS:

your phone doesn’t work

MOUNTAIN 1
SAM: Hey XX, your automated phone service is NOT working! I called twice this morning and the automated lady hung up on me both times! I have some specific questions I need to ask a REAL person. Can't find the info on your website either. If someone is paying attention to your FB page can you help me out?!
The Resort: Hi Sara, Sorry 'bout that. Did you connect with 800.MYRESORT? Thanks!
SAM: Amanda. Yeah I did and got booted both times. Where do I go from here?
The Resort: Hi Amanda, give 'em one more try or give us a call. We sent you a FB message with a phone # to get in touch with us.

Response Time: 45 minutes
Personal Facebook Message: A direct number to call a specific resort employee.
Rating: 8
Comment: Quick reply with the additional message of detailed contact info. Nice! But, who is Sara? And what is she doing in my conversation with the resort? Get my name right, please.


MOUNTAIN 2
SAM: Hey XX, your automated phone service is NOT working! I called twice this morning and the automated lady hung up on me both times! I have some specific questions I need to ask a REAL person. Can't find the info on your website either. If someone is paying attention to your FB page can you help me out?
The Resort: We're happy to help. Do you want to ask us here, or would you rather call? We can either let you know, or give you a direct line to contact a specific department. Thank you, Amanda
** took down my post before I could respond the next day!

Response Time: 15 minutes
Rating: 0
Comment: Sure, you responded within minutes, but then you take down my post like I don’t even exist. I see how it is.


MOUNTAIN 3
SAM: Hey XX, your automated service is NOT working! [And so on.]
The Resort: Sure, Amanda, this is Kieran Cain, marketing director. Call me direct at 970-453-3218 or email me at kcain@vailresorts.com! Will be happy to speak with you directly.

Response Time: 30 minutes
Rating: 10
Comment: Lightning-speed reply with a direct line to the higher-ups--way to go, Keiran!
Identity Revealed: Breckenridge


MOUNTAIN coaster

MOUNTAIN 1
SAM: Hey XX, what's that mountain coaster you have? Can you tell me what it's like to go on it? Thinking of visiting with my family in a few weeks. Thanks!
The Resort: Amanda, check out a great video of what the coaster is like: http://www.xx.com just scroll down the page to view it. It's great fun! :)
[The link was followed by a nice description of the Coaster.]


Response Time: 24 hours
Rating: 7
Comment: Not a bad response time, partnered with a great link and description.


MOUNTAIN 2
SAM: Hey XX, what's that mountain coaster you have? Can you tell me what it's like to go on it? Thinking of visiting with my family in a few weeks. Thanks!
The Resort: Amanda, please visit this page to learn all about our mountain coaster: http://xx.com.

Response Time: 3 days, 6 hours
Rating: 4
Comment: Please respond faster next time, and show a little interest in my family.


MOUNTAIN 3
SAM: Hey XX, what's that mountain coaster you have? Can you tell me what it's like to go on it? Thinking of visiting with my family in a few weeks. Thanks!
Stacey: It is awesome. Nice ride up to the top of the hill then a winding ride down. At max speed you can go 28mph. You control the speed.
Response Time: 15 hours and 15 minutes
Julie: The mountain coaster is excellent. We rode it a half dozen times. It is reminiscent of alpine slides.
Response Time: 17 hours and 49 minutes
The Resort: Hi Amanda, check out the Coaster and other attractions at http://www.xx.com.
Response Time: 3 days, 3 hours

Rating: 5
Comment: The resort finally decided to get back to me, but random strangers replied before them. Gotta love that!


MOUNTAIN 4
SAM: Hey XX, what's that mountain coaster you have? Can you tell me what it's like to go on it? Thinking of visiting with my family in a few weeks. Thanks!
The Resort: Hey Amanda, The controls are similar to an Alpine Slide and is attached to tracks similar to a roller coaster. You control the speed that you want to go, it's a must do in Garrett County. Here is a video posted by one of our guests! Cost is $10 per single ride or $15 for Double (child & adult). Hope this helps, please let us know if you have any other questions!
Wisp Resort http://www.youtube.com/wat ch?v=OxsPLh2cWog

Response Time: 3 hours
Rating: 9.5
Comment: Quick off the draw with a perfect, detailed description. And a video! Wisp is on it!


Season pass deals

MOUNTAIN 1
SAM: Hey XX, what are your preseason pass deals? Where can i find them? Thanks!
The Resort: http://www.xx.com /season-pass.html

Response time: 3 days
Rating: 3
Comment: Sure, they responded, but a little personality doesn’t hurt.

MOUNTAIN 2
SAM: Hey XX, what are your preseason pass deals? Where can I find them? Thanks!
The Resort: Amanda, you can find all the info about our Season Pass deals here: http://www.xx.com/ski-tickets/season-passes

Response time: 10 minutes
Rating: 7
Comment: Fast reply, but minus 3 for lack of personal connection.

MOUNTAIN 3
SAM: Hey XX, what are your preseason pass deals? Where can i find them? Thanks!

Response time: 4 days later, no response!
Rating: -1
Comment: Um, excuse me, it’s poor form to not only ignore my post, but then post to your own wall two times since then! Not cool.


MOUNTAIN 4
SAM: Hey XX, what are your preseason pass deals? Where can i find them? Thanks!
The Resort: Thanks Cody!
SAM: Huh? I'm Amanda...
The Resort: Cody answered your post, just thanking him.
SAM: Hmm, sorry. I don't see Cody's comment...
The Resort: Oh... For all our deals visit our season pass deals: http://www.xx.com/tick­ets/season-passes.aspx Arapahoe Basin Ski Area | Season Passes
www.arapahoebasin.com Ski and ride at Arapahoe Basin Ski Area on the Continental Divide in Summit County Colorado A-Basin offers skiing, snowboarding, telemarking, ski lessons, kids programs, on-site rental equipment restaurants and retail stores. Call 888-ARAPAHOE for more information.

Response time: 16 hours
Rating: 8
Comment: Who’s Cody? Either way, the resort kept up on the conversation and didn’t leave me in the dark. Nice recovery, A-Basin!


ropes courses

MOUNTAIN 1
SAM: Hey XX, what do you have going on now? I heard somebody say you've got some ropes you swing on?!
The Resort: We've got ziplines and a high ropes course, plus downhill mountain biking, paintball, and a whole host of other activities--check it out:
SAM: Thanks! Where should i go?
The Resort: Go to XX, located in the Mountain Village. They can set you up!
SAM: Sounds good. Seemed like you meant to put a link in your first comment... Is there a specific website I can check out?
The Resort: Oops, don't know why that didn't show up. Here ya go: www.xx.com/Activities/Summer [Followed by a link description.]

SAM: Awesome, thanks!

Response time: 20 hours
Rating: 8
Comment: Facebook is so confusing! The resort stuck with it and got me all the info, though.


MOUNTAIN 2
SAM: Hey XX, what do you have going on now? I heard somebody say you've got some ropes you swing on?!

Response time: 7 days, no response!
Rating: -5
Comment: No time to respond, but plenty of time to post SEVEN of their own posts. Tsk, tsk, tsk.


MOUNTAIN 3
SAM: Hey XX, what do you have going on now? I heard somebody say you've got some ropes you swing on?!

Response time: 5 days, no response!
Rating: -3
Comment: Once again, my post goes unnoticed. And the other people who posted after me got replies and comments. I feel so small.


MOUNTAIN 4
SAM: Hey XX, what do you have going on now? I heard somebody say you've got some ropes you swing on?!
The Resort: Thanks for asking!! The Vertical Trek lets you soar through the tree tops, Mountain Adventures has 7 different fun activities, and Paintball is open every weekend. the Ropes Course is also available for facilitated team-building. Which one would you like to know more about?
SAM: Thanks! I guess the Vertical Trek sounds cool!...
The Resort: Oh yeah! :) It's a guided tour down the mountain that takes almost three hours. You start with riding the chairlift up...then 9 zip lines, along with rope bridges, Tarzan swings, cargo nets to descend the mountain. You can see photos at www.skiroundtop.com/trek.htm

Response times: 16 minutes, and then 5 minutes
Rating: 10
Comment: Fast reply with a great description, enthusiasm and personal connection. Roundtop is where I want to visit!