We've been up at Hotham since the 2nd August. In the last 11 days skiing the only guest services staff I've seen anywhere on the mountain were in Hotham central or appear to be out free skiing with friends. Our time up here has included 2 weekends and is peak season. At Falls in late July this year I saw guest services manning the lift queues and trying to enforce punters to fill the chairs during peak periods to reduce lift queues. In previous years (especially at Slushy gully and Village chair) guest services manned the gates in peak periods to help ensure lift queues were managed and tempers of punters kept in check. In 11 days we've witnessed: Instructors left on the Road Runner lift for >20 minutes, above the road, as the towies shut down the lift but didn't do a proper check. Village chair break down and punters directed back up the cat track to Heavenly Valley chair to ski down Mother Johnsons return in thick fog. Many of these people were beginners who have never been on this chair, seen this run, know where it goes or even where the cat track boundaries were. Stuck on Blue Ribbon chair when it broke down for 20 minutes in the rain without any indication on what was happening. A visibly distressed 5 year old on her own downloaded on the Village chair, it would appear the towie at the top missed her being offloaded and the towies at the bottom shocked at seeing her return. Communication in general this year has been much worse than previous years. To be stuck on a lift for 20+ minutes without any communication is poor customer service. To send a 5 year old child down the lift without notifying your colleagues, well.... Has Hotham reduced the budget for customer service staff this year or do some people just need a rocket up their ass?