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London_boy70
No Service Provided – Full Closure, No Refund Offered
马特洪峰冰川天堂（观景台）的点评
点评：Purchased a 5-day ski pass for Zermatt, however on one of the days (15 March) the entire ski area was closed — 0 lifts and 0 pistes open. No skiing was possible at all.
I contacted customer services to request a refund for that day, but was referred to their insurance policy instead. This is not appropriate — insurance is there to cover the skier, not to offset a complete failure to operate the service.
Despite this being a full closure rather than limited conditions, no refund or goodwill gesture was offered. Relying on standard weather-related terms in this situation feels unreasonable when no service was provided in any form.
Zermatt is an exceptional resort when operating, but this aspect of the customer experience falls short. A more balanced and fair approach to full closure days would be expected.
I contacted customer services to request a refund for that day, but was referred to their insurance policy instead. This is not appropriate — insurance is there to cover the skier, not to offset a complete failure to operate the service.
Despite this being a full closure rather than limited conditions, no refund or goodwill gesture was offered. Relying on standard weather-related terms in this situation feels unreasonable when no service was provided in any form.
Zermatt is an exceptional resort when operating, but this aspect of the customer experience falls short. A more balanced and fair approach to full closure days would be expected.
翻译：我购买了采尔马特滑雪场的五日滑雪通行证，但其中一天（3月15日）整个滑雪场关闭——缆车和雪道全部停运，完全无法滑雪。
我联系了客服要求退款，但他们却让我查看他们的保险政策。这很不合理——保险是为了保障滑雪者，而不是为了弥补服务完全中断造成的损失。
尽管这是全面关闭而非部分开放，但他们既没有退款，也没有提供任何补偿。在这种情况下，仅仅依据标准的天气相关条款进行赔偿，而没有提供任何形式的服务，实在令人难以接受。
采尔马特滑雪场在正常运营时是一个非常棒的度假胜地，但这次的客户体验却令人失望。对于全面关闭的情况，他们应该采取更加平衡和公平的处理方式。
我联系了客服要求退款，但他们却让我查看他们的保险政策。这很不合理——保险是为了保障滑雪者，而不是为了弥补服务完全中断造成的损失。
尽管这是全面关闭而非部分开放，但他们既没有退款，也没有提供任何补偿。在这种情况下，仅仅依据标准的天气相关条款进行赔偿，而没有提供任何形式的服务，实在令人难以接受。
采尔马特滑雪场在正常运营时是一个非常棒的度假胜地，但这次的客户体验却令人失望。对于全面关闭的情况，他们应该采取更加平衡和公平的处理方式。
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