1. We told concierge, and ended up getting a hand written apology from the manager, along with complimentary fruit, cookies and brownies, hot cocoa, cider, and a bottle of port!(We actually felt guilty after this response, which was way above and beyond what was needed) By our 2nd trip many members of the staff remembered us, and would often give helpful tips about the various mountains, where to get fitted for ski boots (Steve at Pomeroy.