Customer ReviewsforSugar Mountain Resort, Inc.
4 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Josh J
1 star01/17/2024
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.Sugar Mountain Resort, Inc. Response
01/20/2024
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. ************************** **********************Review from Nick C.
1 star12/28/2022
The bad: on one of the busiest weeks of the year, the customer service at this ********************** was below mediocre, and thats being generous. Inside for equipment rental, they only had maybe half of their cashier windows open. My brother and I chose the far left, away from the main entrance, thinking it would be the shorter line, which it was at first. Little did we know, the cashier booth had a system error, which made our line nearly 2x slower moving than other lines.When we finally got to the cashier, after over 1.5 hours of waiting, we overheard the person in front of us informed about the system issue that caused the delay. I told the cashier that not having advised us all in that particular line of any sort of delay was extremely poor customer service and wanted to speak to the manager to see what sort of small compensation could be made for our delay.Literally, after having admitted it was an issue in their system, the manager came up and put the blame on us, the customer, saying well **** chose one of the busiest days of the year. Extremely unprofessional comments and blaming their poor service on the fact that it was a busy day. I dont disagree it was busy, but when you wait in a line for 1.5 hours versus lines beside you moving at 2x the rate, clearly there is an issue. Spent $250 between two one-day lift tickets and some rentals. Lost way too much time in the process. Also, signs posted on their walls do not match the actual pricing charged. Wish I snagged a photo but forgot. This place is an absolute joke!Review from Ricardo H
1 star01/23/2022
This place is literally the most unorganized place I have ever been apart of. No one in charge. One of my kids were getting off the lift she fell and was almost hit by the lift. The employee did nothing to try and stop the lift or even try and help her up. Another time one of my kids got of the lift and was unable to get the snowboard to click back on so the employee started yelling at her telling to move. She told them she was unable to snap her boot so should could move and was told " I DONT *********" As I mentioned before this place was extremely rude and unprofessional. By far the worse customer service I have ever seen by a business. These whole staff needs to fired or retrained asap. I believe this whole place needs to be closed down and remodeled. This place is super old and run down. Looks like no one has maintained the property at all. Spent so much money for two days to have the terrible time from the beginning. To top things off the process to buy tickets is extremely stupid and not effective at all. They do not allow online purchases. They make you purchase tickets the night prior from 8pm - 9pm waiting in huge slow lines. Nothing is digital making the process time take forever and a day. The only good thing about this place is when I left the property. STAY AWAY!!!! I spent close to $1300 dollars for nothing.Review from Amy H
1 star12/31/2021
BEWARE!!!Sugar Mountain employees handling of your credit cards! Visited for our family Christmas 12/22/21-12/26/21, only to come home with fraudulent charges on our cards. Contacted the business office immediately, only to be told 24 hours later that they did a thorough investigation and they would no longer be available for discussion. Made multiple calls and sent multiple emails asking that the resort manager contact me, and their response was that he is not available. Who runs a business like this?!?!
Customer Review Rating
Average of 4 Customer Reviews
Customer Reviews are not used in the calculation of BBB Rating
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.