There’s the amount you pay for a meal at a restaurant on the corner of downtown USA, and then there are “resort prices” for a similar meal at places like Disney World, Six Flags, and ski areas, which jack up the cost of food to capitalize on their captive audience. Business-wise, it makes sense—but that doesn’t mean it makes the customer feel good.
Value paid for food, or a similar survey question, typically ranks near the bottom of any resort’s NPS scores. There’s been a concerted effort by resorts to improve food quality over the past decade, which helps. But a $12 slice of pizza or $20 basket of fries and chicken tendies, multiplied by a family of four, say, still stings, even for the most delicious of these simple food items.
So, we wanted to ask a subjective question to see a) what staff thought of the food offerings at their resort, and b) whether they would share their opinions with us. Some made their feelings clear (even if they didn’t say as much), while others were more diplomatic.
Has a guest asked you an interesting question lately? Send it to jordyn@saminfo.com for the Spy to pose to other mountains! We won’t tell anyone the question came from you. Plus, if we use it, your resort will be immune for that issue. If we use it, we won’t call your mountain with the question.
MOUNTAIN 1, CO
First Contact: Female.
SAM: Stated question.
Staff: Um, (huge sigh) yeah, I’d say if you ate here, I would budget for $15 to $20 a person, honestly.
SAM: OK, wow. Is it like grab-and-go stuff or cafeteria style?
Staff: Kind of a combination of both (monotoned and seems over it).
SAM: Is it good?
Staff: Yeah, sure (hesitant).
SAM: Are we allowed to bring our own food into the building?
Staff: Yes.
SAM: OK. Can we leave it there while we ski?
Staff: No, I would keep it in your car and then bring it in when you want to eat.
SAM: Sounds good.
Staff: Yep, have a good day.
Score: 3
Comment: Started with a sigh and kept that same energy the whole time, which could be indicative of her feelings toward the food or her lack of interest in answering the phone. My impression is the same regardless.
MOUNTAIN 2, WI
First Contact: Female.
SAM: Stated question.
Staff: Are you talking about food or skiing in general?
SAM: Food, like something for lunch.
Staff: Yeah, so, food here is pretty expensive and may not be worth it (chipper). So, I would probably recommend going somewhere else. We do have a lot of different lunch options around town, ranging in price, but that is what I would recommend.
SAM: Oh, OK, thank you! Are we allowed to bring food in the building?
Staff: No, no carry-ins allowed.
SAM: OK. So if we did bring sandwiches or something we would just eat in or by our car?
Staff: Correct.
SAM: OK, well, thanks for your help.
Staff: Yep, have a good one!
Score: 8
Comment: She was helpful, and it was refreshing to hear honest feedback about the food. A bummer we can’t bring carry-in food, but those are the resort’s rules, not her’s.
MOUNTAIN 3, WY
First Contact: Female.
SAM: Stated question.
Staff: Umm, so food here definitely ranges in price (hesitant).
SAM: OK, do you have a range? Or somewhere that would be affordable for my family?
Staff: So, I’m not sure if it is affordable, but I would range $20-$30 a person.
SAM: Wow, even for kids?
Staff: Kids may be a little cheaper, but yes (chuckles).
SAM: Wow, OK. In your opinion, is it worth it?
Staff: (chuckles) For some places, yes. [Name] is good but not great kid options.
SAM: OK, thank you. Are we allowed to bring our own food in instead?
Staff: Yes, and we have picnic tables where you can eat outside if you would like.
SAM: Sounds good. Thank you.
Staff: Yep, goodbye.
Score: 6
Comment: She was nice, and I appreciate her honest answers—even if the truth hurts. However, I couldn’t figure out if the laughing was at me or maybe she gets this question a lot?
MOUNTAIN 4, MI
First Contact: Female.
SAM: Stated question.
Staff: (long pause) Umm, so you are asking about the prices?
SAM: Yes, I know that some resorts have expensive food and wanted to know if it would be worth it or if we should just bring our own food.
Staff: (long pause) Are you staying at the lodge or just here to ski.
SAM: Just here to ski.
Staff: So, um, (long pause), personally, I haven’t tasted all of the food, but I can say some are good.
SAM: OK. Do you have any suggestions? In case we do eat there, I would love to know what is good.
Staff: The wraps, burgers, and pizza are good.
SAM: Oh, OK, thank you.
Staff: (pause) It would be like $7 to $20 per food item.
SAM: Got it. Thanks. Can we bring our own food into the building?
Staff: Mmhmm, you can.
SAM: Oh, great.
Staff: As long as you purchase something.
SAM: Oh, OK. So, we would have to purchase a food or drink item to be able to sit inside?
Staff: Mhmm.
SAM: OK. Thank you.
Staff: Have a good one. Goodbye.
Score: 3
Comment: Wait, so we can bring our own food and eat it inside, but only if we buy something? That must be a pain to uphold. Anyway, the low score is not due to that policy, of course. While I think I got the scoop, her attitude wasn’t great—it definitely felt like she was checked out.
MOUNTAIN 5, NY
First Contact: Female.
SAM: Stated question.
Staff: Um, so we have a bunch of options on the mountain and around town. Of course, going off the mountain will be cheaper.
SAM: OK. Would the food be worth it in your opinion?
Staff: (sighs) It varies.
SAM: OK. Are there grab-and-go options or is it mostly sit down?
Staff: There is both. Our website has all of the information. [like, duh]
SAM: Um, OK. Can we bring our own food into the buildings?
Staff: Yes (rushed).
SAM: OK. Thank you.
Staff: Goodbye.
Score: 1
Comment: I think I could feel the eye rolling through the phone. I was just trying to get some honest advice about food for my family, but the sighs and rushed answers made me feel annoying for even asking. At least I found out we can bring our own food—PB&Js never judge.
MOUNTAIN 6, VT
First Contact: Staff.
SAM: Stated question.
Staff: (friendly) Uh, well, let me see how to answer this politically correct. Costs are more than you’d pay outside of a resort. So, you know, it is expensive, but obviously it is convenient.
SAM: Exactly.
Staff: So, you are more than welcome to bring your own food, and we have tons of space for you to have lunch. I guess that is the only way I can answer that.
SAM: Do you think buying lunch is worth it or not so much?
Staff: Uh, well, as a parent of two children, it isn’t cheap to ski and obviously it depends on your financial situation, but you know, the food here is, on the more expensive side (wink-wink).
SAM: Yeah, that makes sense.
Staff: If you get what I am saying (chuckles)?
SAM: Yep, I totally get it (chuckles). So, if we do bring our own food, we can bring it inside the building?
Staff: Oh yeah, very much so (excited). We have some large sitting areas with tons of tables, and you can just grab your lunch and sit there. Obviously, if it is nice outside you can sit outside and have a little picnic, you know?
SAM: Yes, that’s perfect.
Staff: Yes!
SAM: Thank you for your help.
Staff: You are welcome, goodbye.
Score: 9
Comment: Tone is important, and theirs was genuinely pleasant and helpful—and they were honest, which I appreciate. They didn’t overtly badmouth the food or the prices, and remained diplomatic in their explanation while relating with my concern about spending a lot of money on food. Nice work.
Identity Revealed: Sugarbush
