Business ProfileforSugar Mountain Resort, Inc.

What a miserable experiencemy familyhad on Thursday, December 28th, 2023 at Sugar Mountain. My two sons and I waited over 2 hours to rent ski equipment and get lift tickets. There was no meaningfulattempt by your company to manage the free-for-all chaos that was the rental line. What a mess! I almost left it was so bad. Disappointing my children was the only reason I continued to wait.After waiting in line over two hours and finally getting the needed gearto ski, I was not handed a receipt, nor told the cost of the lift tickets or rented equipment. I looked at your prices online before driving to Sugar, but a receipt is a pretty standard business practice. I think I was charged correctly, but I'm not sure. I took two very excited kidsto the beginner lift (wah-wah, sad trombone). We waited over 40 minutes to get on the lift. One lonely Hispanic guy was making sure to scan everylift ticket but didn't bother to stop all of the line cutting. This was a theme for our day, rude customers, and no employees to be seen to make sure people were waiting their turn. We were only able, thanks to you guys overselling lift tickets (screwing us all) to make 3 runs after spending the entire day waiting in line. With the additional35-45 minute wait to get back on the lift, thanks to your poor planning anduncontrolled rudecustomers our fun day was wasted. That means I spent $108 per trip downhill. This is the worst ski experience I have ever had - hands down. The full-day pass is meaningless when a family has to wait 3 hours togo downhill one time! There aren't excuses for the business decisions your company made. It was a busy time ( I get that). You're a SKI RESORT, it gets busy. There are ************ you can make for overselling lift tickets. There is no reason people should be cutting in line. Every ski resort I have ever been to kicked people out forbehavior like that. Everyone at your resort was hosed by your poor foresight.

Dear ******************,Thank you for taking the time to let us know about your experience. We are sorry that it did not turn out as you had expected.The holiday period is one of the busiest times to visit Sugar Mountain Resort and every effort is made to accommodate each customer. Lift lines are organized by stanchions and lift attendants do move lines along by encouraging patrons to fill each chair to capacity. Lift/slope ticket sales lines and rental equipment sales lines are organized by dividers. Both areas can develop longer wait times during the holiday period and/or weekends. In the future, if your schedule allows, please consider visiting during non-holiday weekdays, or the early or late season. During those times, patrons often feel as though they have the mountain to themselves and wait times are nonexistent. Sugar Mountain Resorts sales personnel make every effort to accommodate each customer. They sell to patrons only the requested product(s) and a receipt always accompanies any purchase. Upon inquiry they will answer questions and offer additional information which they feel may be helpful to ensure that you have a pleasant experience. Ski Patrol and security continuously roam the mountain for injuries and unacceptable behavior or to simply lend a hand. All information pertaining to Sugar Mountain Ski Resort including prices can be found on www.skisugar.com and in the brochure found throughout the base lodge. Sugar Mountain Resort maintains a policy of no refunds. The No refunds policy is stated on the daily slope report displayed at every point-of-sale location, and online at www.skisugar.com/tickets/, as well as on your lift/slope ticket. Thank you for your comments and we look forward to your return visit. ************************** **********************