Summary: this resort really sucks. staff is lazey and many lift operators i saw were smoking pot in their booths. they were to lazy to even throw snow on the drops, so our board stuck to the carpet. the lift are sooo slow too, no high speed lifts. go a few minutes north to beech, much better resort and they have high speed lifts
Customer Service: the worst
Similar Products Used: beech
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Summary: I took my 7 yr old niece there for skiing lessons on Jan 28th. I was sooo impressed. The staff members are friendly. It is a secure enviornment. It is extremely organized. The overall experience was pleasant and enjoyable. Even the shuttle driver and parking attendants were so friendly. They made us feel welcome. Shannon in the ski school was an angel. GREAT EXPERIENCE!!
Customer Service: Fantastic . . . could not ask for better!!
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Customer Service: This was the tipping point. The staff was completely lazy, must be a southern thing. The snow (ice) sucked. It was really just ice with a thin layer of snow.
Similar Products Used: Appalachian Ski was similar ski conditions but was more family oriented with an awesome staff.
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Summary: I have rarely experience such a lack of customer service. I live in a nearby county and called the resort about rates. Many resorts allow a special rate for kids that are out of school due to a snow day. I called Sugar Mountain shortly after they opened and asked if it applied for my daughter who was out of school and specifically for my county. The answer was not just yes, but emphatic yes that the day lift ticket would be $7 for my daughter. So I drove 50 miles to the resort, waited in line and when I reached the ticket booth, I was informed that my 12 year old daughter did not qualify and would be charged the full rate of $39.
My next stop was the administration office to ask if they would honor the rate quoted on the telephone. The office manager gave me an immediate no. She then proceeded to tell me that the staff is trained and would not have quoted me the rates and accused me of not informing them on the telephone what county I was from.. I then told her that the person on the phone was one of their employees and they should at least give me some consideration since I had drove 50 miles to get there. Another emphatic no exceptions and that she was not authorized to do anything anyway (which makes me wonder what her job was if she couldn't take care of a problem of this sort). She then said I could fill out a complaint form which would be addressed within a week or two. I almost expected the proverbial 1/2" by 1/2" complaint form.
Then I told her that the ticket agents were not even checking the id's of those claiming to be from local counties. The office manager said this was not true, even though we witnessed it 10 minutes earlier. In fact the agents were only asking for the school principal's name and the kids were all telling each other what to say to get in, even though they were not from qualifying counties.
She then proceeded to tell me that the policy was communicated accurately and enforced by all employees. Clearly they don't know what their employees are saying or doing. It does not surprise me that the earlier reviews said that the employees were rude. This is a direct result of the shoddy management.
The bottom line is that you cannot trust the information you get by calling in. You cannot expect them to admit they made a mistake. You can expect to be treated rudely with no consideration of your situation.
Customer Service: Terrible customer service. Will not be accountable for information they give you over the telephone.
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Summary: The slopes are so-so, but I've skied out west, so no comparison there. Overpriced, and who puts the ski patrol facility at the bottom of the ski school slopes - these poor kids almost got run over repeatedly by ski patrol (and got yelled at for not getting out of the way - um, kids in ski school don't know how to get out of the way).
Customer Service: TERRIBLE CUSTOMER SERVICE! I was overcharged on my credit card and they refuse to refund my money. I did exactly what they requested (sent a letter explaining the overcharge, with receipts) and they flat out refuse to resolve the situation. I even disputed with my credit card and they would not cooperate with my credit card company.
I have 3 more trips planned this season (and am a regular visitor) and I will be going ELSEWHERE from now on. This is unacceptable! Also witnessed a man who was overcharged for his daughter's ski school class, he was so mad when the sales girl refused to refund his money that he tore up the ticket and threw it at her (a bit of an over-reaction), but that should have been a sign that I should DOUBLE CHECK my receipts!!
I will not be going back...sorry Sugar Mtn, you just lost a lot of business from me and my friends. Time to do some customer service traininng ASAP.
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