Many positives, but let down by customer service
Recently stayed at Snowgum for 6 nights with a friend. We spent 5 nights in a 4 bed dorm, and 1 night in a twin room. I would have liked to rate it higher, but I will go into a bit of detail here. First, the positives: - the owners showed up a few days and in they were absolutely lovely - quick walk (1 minute) to the shuttle bus which takes you to the slopes. You can also walk into the village in about 15 minutes. - beds and bedding extremely comfy - other guests were pleasant and good to chat with - homey atmosphere, two lounges - clean/tidy - lodge shuttle which picks you up on arrival, has two daily early runs to the ski area for "first tracks", drop off and pick up each evening to the village at 6:30 and 10:30 pm Unfortunately, the less than stellar review was mainly brought upon by the young staff members. My friend and I are professionals and appreciate good customer service. We started off on the wrong for when my friend decided to change beds in the dorm (from one top bunk to the other) in order to avoid stepping on our roommates head (he was sleeping the wrong way around in the bed, so his head was right where the ladder was). She informed the staff the next morning that she had done this, and it caused an uproar about "the system" and how inconvenient this was...we were also told that it would be impossible to change to two bottom bunks once our roommate left because of this mysterious system. We were made to feel like we had caused a huge amount of trouble. This was brought up again a few days later which was highly unnecessary as it had already been dealt with. When my friend suggested she could just change the bed numbers around, she was told bluntly "That's not the point". A further fuss was made when we mistakenly thought check out was 11 instead of 10 am. Luckily the owner was there and was very helpful and didn't seem to think this was the catastrophe that the young staff made it out to be. We also managed to have our room empty by 10:15 am despite the error. I would suggest that the young staff require some training in customer service and how to interact with guests. We truly did not act inappropriately during our stay and sadly this did mar the experience. Also, the provided breakfast had big crunchy eggshells in the scrambled eggs. Please feel free to peruse my other reviews, I am generally very positive and honest and felt it was necessary to let people know the good and the bad about our stay.