Oz Snow Adventures

I wrote a detailed complaint about our weekend to the company - I received a short, terse reply telling my my concerns were "incorrect".

When I initially contacted Oz Snow, I had done my research both online through various trip advisor websites and through word of mouth and although there were a few disparaging comments, I was prepared to accept the overwhelming positive feedback. This was a mistake, right from the word go I experienced nothing but poor service and misinformation. To clarify this I have included a list of the things we (my traveling partner and I) were most displeased with.

1) The initial room booking was a nightmare with two mistakes being made in the process and three phone calls being needed to rectify the situation so we were in the correct type of room (twin share - extra paid to share a bathroom with one other room).

2) On initial contact with oz snow I was advised via the email system and phone contact that it was possible to book a twin share room with a bathroom shared with another twin share room for an additional $80 per person. This was the only way we would not have to share with a large group - I was very clear on the phone that this was not an option as I have a medical condition to do with my kidneys. The lady who I spoke to on the phone was very adamant that we would share with no more than two other people. Lo and behold - upon contacting a few days before leaving to confirm everything was fine I received an email stating we were sharing a bathroom with 7 other people.

3) On arrival it appears that charging an extra $80 to share a bathroom with one other room is a rort anyway because the resort layout means that is pretty much inevitable.

4) Whilst waiting at Jolimont Centre there was no information on the booking confirmation or at the centre about where to wait, what bus bay etc. For an interstate traveller this was very disconcerting.

5) Upon boarding the bus our tour guide had run out of receipts. This meant we had to wait on the bus once we arrived for her to find more. She was gone for almost 15 mins. By the time we go our receipts it was almost 1am and the lines for the ski gear were MASSIVE. After almost 90mins of lining up we finally had all our gear stowed on the bus. Upon arriving back at the room it was virtually impossible to sleep until after 4:30am due to the drunken screaming and shouting from all surrounding rooms.

6) Day 1 of skiing - it has to improve from here right? Unfortunately not. Everyone was offered cheap lunch vouchers on the bus but the disorganised tour guide ran out. She advised us and the 8 others who missed out to meet her at midday at the River Inn to collect them. When we arrived at midday Ms tour guide was nowhere to be found. She also had let us know on the bus that there was an option to go up to Eagles Nest and look around if we did not feel like skiin but this proved to be inaccurate as the Thredbo staff were very firm we couldn't do this.

7) After a hard day of learning to ski we proceeded to the River Inn which is run by you guys and was firmly plugged through out the bus trip as being "great". Upon arriving I lined up for almost twenty minutes at the bar to get my friend a drink and myself some water. the bar tender advised I couldn't get water at the bar and had to go to the small food servery near the front entrance. Upon going there and lining up again the lady serving advised the fridges were locked and I needed to go to the bar for water. Again, I was refused water service at the bar. Even after I explained, I was still told AGAIN to go to the food servery. At this point I gave up and we left the River Inn not long after that and did not return at all.

8) Day 2 of skiing was an improvement. This time the bus was left open during the day for people to get their shoes etc. When we asked if it was possible to get a lunch voucher for today seeing as we didn't get one yesterday we were told flat out "no".

9) No change rooms for 220 women (Date of experience: Aug, 2011 )