A Review of Big Snow in the American Dream Mall (and Why We Won’t be Returning)

Once upon a frosty venture, there existed a place named Big Snow, nestled in the colossal American Dream Mall, promising wintry bliss all year round. This indoor ski and snowboard park beckoned enthusiasts and novices alike with the allure of snowy slopes, devoid of the season's whims. My family, particularly Eli, embarked on this chilly adventure, fueled by excitement and the promise of snowboarding skills and birthday cheers. Yet, as our tale unfolds, you'll see why this venue, despite its icy facade, left us cold with disappointment.

A Birthday Bash on Ice

I'm the type of person who plans. I plan everything down to the last detail, especially when it comes to something as important as my son's 6th birthday party. So, you can imagine my excitement at hosting it at Big Snow. The concept? Brilliant. The execution? Not so much.

First, when I asked for S’more kits they sell on the premise, the event manager told me that they’d set up a “S’more Station” where all kids can come by to make S’mores. When the party started and I asked the party hosts about the station, neither of them had any idea what I was talking about. After explaining, they told me that they only have 5 kits available and that they’d scatter them at kids’ tables. Fine, but small kinks like this always annoys me, especially when I have been planning the party for months.

Even more jarring was the interaction with party hosts, where a simple task like distributing bracelets turned into an uncomfortable, if not outright discriminatory, exchange. When the party hosts had trouble finding my husband’s bracelet and my husband gave them his name, one of the party hosts responded by saying, “No, but what is your Asian name?” Inquiring about my husband's "Asian name" was not just off-putting but a racially discriminatory remark that made us very uncomfortable. We didn’t want to make a big scene at our kid’s birthday party, so we let it go, but we still think about the that interaction and realize the lack of training for their employees at this place.

Please note, ALL decoration were provided by and set up by me - not Big Snow

Sure, the kids had fun sledding, but when the warm moments are overshadowed by a cold shoulder from the staff, it's hard to see the frost for the trees.

A Lesson in What Not to Do

Fast forward to the Camp Big Programs, where Eli was eager to learn snowboarding and later skiing. Big Snow offers a 3-hour kids “camp” programs, where kids as young as 5 years old can learn how to ski/snowboard in small group settings. Sounds great, right? Wrong. The one-on-one attention Eli received due to being the only kid in the camp should have been a bonus. Instead, it exposed some pretty concerning flaws in how instructors handle young learners.

Watching from a distance, I saw the instructor repeatedly lift Eli by his neckline—a move as dangerous as it is unacceptable. Eli’s entire weight was hanging by his neck because of the way the instructor kept pulling him up when he fell. Without mentioning what I saw, I asked Eli how his lesson was in the car on our way back home and Eli's feedback was heartbreaking; he felt choked, and the instructor's demeanor scared him. When I asked him why, Eli told me that the instructor was only “nice” to him when I was around, and talked to him in a “scary way” when I was far away. This wasn't just a red flag; it was a whole parade of them.

My e-mail to Big Snow that has been met with silence

After witnessing such concerning behavior, I did what any concerned parent would do: I reached out to Big Snow's management. I expected a conversation, an apology, perhaps even a reassurance of policy review. Instead, I was met with silence. No acknowledgement, no response, nothing. This lack of communication was the cherry on top of a very unappetizing cake. This is honestly the biggest mistake the management made - choosing to ignore a problem regarding young children and making the issue even worse than what it was.

Bottom Line

After multiple attempts to engage with Big Snow's management and being met with radio silence, it's clear where we stand. It's disappointing, to say the least. A place that promises so much joy and excitement should also stand by a promise of safety, customer service, and accountability. Unfortunately, Big Snow falls short.

So, here's my take: if you're considering Big Snow for a bit of indoor fun, tread carefully. Our experiences left much to be desired, and until they address these serious concerns, we'll be seeking our snowy adventures elsewhere. In a place that prides itself on being a family destination, the safety and well-being of its youngest guests should be paramount, not an afterthought.