Stephanie M.
Google
We visited Lutsen Mountains over MLK weekend as a family of four with two children (ages 8 and 11). Unfortunately, the experience was very disappointing due to poor communication, confusing signage, and lack of customer service.
Mountain signage is inadequate and made it difficult to understand where we were or how to navigate between lifts, which was stressful—especially with kids.
On our first day, there was a very serious lift incident requiring an emergency evacuation. Three people fell from the lift, and it took approximately five hours in extremely cold, windy conditions to safely rappel everyone down. While we were not on the lift, witnessing the situation was stressful for our children, who had many questions. Clear communication would have helped us talk through it with them.
Despite receiving automated texts welcoming us and later reminding us of checkout time, there was no communication explaining what was happening, what lifts were closed, or what alternatives were available. The closure also made our ski-in/ski-out lodging inaccessible by skis—something we paid extra for. We later learned staff were working to open a summer lift, but this was never communicated.
We tried multiple times, in person and by phone, to get assistance or information and were unsuccessful.
On our final day, wind chills reached approximately -40°F. For safety reasons, we chose not to ski and requested a refund on rental equipment only (not lift tickets). No refund, credit, or alternative was offered.
Given the cost of the trip, the lack of communication and flexibility was frustrating. Safety incidents happen, but how they are handled and communicated matters—especially for families. Unfortunately, this is not a destination we would recommend.