We arrived at Selwyn Snow Resort at 9:00 AM, having pre-booked ski lessons and equipment hire for our three children, scheduled to begin at 10:45 AM. Upon arrival, we were shocked to find an extremely long queue for equipment rental, with well over 100 people waiting and only two staff members attempting to manage the crowd. There were no visible supervisors or managers present to assist or provide any form of crowd control or communication.
After waiting for over three hours—with no progress and still many people ahead of us—we were forced to leave. This was our children’s first ski trip, and after a wonderful experience at Thredbo the previous day with efficient service and no delay, they were excited to get on the snow again. Instead, they left in tears, disappointed and disheartened.
It is completely unacceptable that a resort operating in peak season, and with full knowledge of its pre-booked guests and rental requirements, would be so grossly understaffed and unprepared. The lack of planning and coordination demonstrated by Selwyn Resort management is not only unprofessional, but it also shows a disregard for customer experience.
This level of disorganization reflects extremely poor management, and it is clear that the resort was operating well beyond its capacity today. Guests who pre-pay for services should not be subjected to hours of waiting without support or resolution.
I urge all affected guests to lodge formal complaints with Fair Trading, as experiences like this should not be dismissed or normalized. Refunds should be issued without question, and Selwyn Resort must be held accountable for this appalling level of service.