Sugar Mountain Resort, Inc. — Attraction in Sugar Mountain

We visited Sugar Mountain for the first time 27 Dec and we will never go back. My husband and I take about 4 ski trips each season but we usually go to Snowshoe, WV or out west. We were taking our niece and nephews skiing/snowboarding for the first time so we decided to go to nearby Sugar Mountain. Unfortunately, it was by far the worst ski experience we've ever had. INEFFICIENCIES You can't buy lift tickets or lessons online You can pre-register the day before for the kid's ski school but you have to go in person and stand in line for a few hours. They sold out for 27 Dec by 4 pm on 26 Dec The traffic flow in the rental area causes congestion. There's a row of kiosks between the lockers and rental area to check in but that's also the same small space everyone is walking through to get back to the lockers after picking up rental equipment There are no organized lines in the rental area. We got to the mountain when they opened and it took 2.5 hours to get rental equipment for our kids They sell the lift tickets, rental tickets & do the adjustments all at the same counter so the process is extremely slow At the ski rental equipment counter, there are 2 separate computers for lift ticket sales and rental sales so most customers are doing two separate transactions The snowboard rental equipment area only had one computer and two employees They have a 6 person chair lift and had a 30 minute lift line but they weren't filling up the chairs and were sending people 2 at a time LACK OF SAFETY CONCERNS They do not limit ticket sales and the mountain was incredibly overcrowded The ski patrol sled hill goes through the bunny slope. Within an hour, two injured people were pulled at high speed straight through the overcrowded bunny slope. They pulled a sled feet from my niece and she saw someone who had their finger sliced off and was understandably freaked out They don't have any staff on the mountain ensuring safety. The conditions were bad and people were wiping out everywhere They had snow guns blowing during night skiing in places that didn't have lights so there were spots with little to no visibility POOR CUSTOMER SERVICE The information desk is hidden around a corner in an area where you can't take equipment and they had no staff giving instructions inside the rental area at a resort full of first timers so everything was chaotic There's a separate building for buying tickets for ski school/lessons. The kid's ski school is advertised as including rental equipment so we thought we should start there for buying tickets. We lined up there as soon as they opened and after standing in line for about 10 minutes an employee walked up to the line and rudely yelled that the kid's ski school lessons were sold out (they sold out the day before during pre-registration). There were no signs stating the ski school was sold out. The employee asked if we had rental equipment yet and proceeded to act like I was an idiot because we were in line for lessons before getting rental equipment. He threw up his hands and yelled at me saying "Well it'll take you at least an hour to get rental equipment!" This was in front of the 4 kids I had with me and everyone else standing in line who made the same mistake we did not knowing the kid's ski school lessons were already sold out. They need to use signs - they could easily place a sign outside stating ski school lessons are sold out so you need to get rental equipment first and then buy group or private lessons. The employees are frustrated any time you ask them anything, likely because they are overwhelmed They have a group lesson at 12:00 but you have to buy a full day lift ticket because half day lift tickets start at 12:30, so they require a full day lift ticket for the 12:00 lesson. It feels like a money grab. -2 of my kids were in a group snowboard lesson and never went down the bunny slope and on the magic carpet lift. They stayed on a small corner for a flat patch of snow for the full hour and a half. Picture added...

Inconsistent information provided by employees with what is allowed -

We called this place of business on 11/19/22 at 1:24pm and talked to one of the employers to confirm these specific ODR snow skates we wanted to use were allowed prior to our $400+ purchase of them, because we knew we would be visiting this specific mountain for a ski trip. We were told it would be acceptable as long as they have metal edges, which they do. Questions were asked and answered about the skis we wanted to use. Had they said “no”, we would have at least been able to make an informed decision about if we wanted to purchase and go to another mountain.

We arrive to ski on 12/18 and ski all day with the snow skates, using all 4 of their lifts 10+ times, and being checked and then told by all the lift employees that it was fine after confirming metal edges.

When we took a rest at Omas, we were the randomly told it was now not allowed, after about 6 hours of use over 2 days at this facility. After being told by 8+ employees over 2 days that our skis WERE acceptable due to the metal edge and our very careful use of them down the mountain many times; and employees confirming they worked just fine, we were then randomly asked to check with the employees at the bottom. They asked us to go down the mountain with them to check if they were okay, even though we had already been told they were okay for the last 6 hours of skiing.

If they were such an issue of safety, why did they let us go down the mountain again?

If they were such an issue of safety, why are their employees not so stringently informed on not allowing them? They all used their discretion and basic logic to see they were perfectly fine and just a little slower than longer skis.

Why were we told it was okay on 12/18 and not on 12/19? Our lift ticket purchase on 12/18 allows them but not on 12/19 half way through our session?

Had we known on 12/18 the information from employees would be different on 12/19, we wouldn’t have purchased a second day lift ticket.

How were our skis okay and safe and approved by employees for 6 hours of skiing over 2 days but not after that?

How is it fair that your inconsistencies have cost us extra money?

If the initial employee we talked to on the phone wasn’t sure (though they seemed sure) why were we not directed to speak to a manager?

What is the point of even taking customer service concerns if you are set on not providing refunds even when the reason we need one is due to your inconsistent policies? Why did you all have time to add in laminated signs to the routes talking about no snow skis (actually completely different things than we even had) after telling us we can’t use them anymore, but didn’t have time to address the issue with the people you misled repeatedly?

The admin office “Understanding my frustrations” (yes, you did lead us to a frustrating situation) doesn’t really do anything for me.

It’s also a bit weird that the admin employee doesn’t have the authority to grant refunds, but does have the authority to say she knows “almost nothing” about the snow skis we have, but also doesn’t think they will be allowed because they can be dangerous. The misinformation about them is one thing that is unfortunate, but the customer service surrounding the issue was another level of bad.

Two years later, I wanted to come back and confirm to everyone that the company NEVER reached back out about the form they had us fill out for...

As avid snowboarding enthusiasts, our group has frequented the Boone area for several years. Despite hearing mixed reviews about Sugar Mountain Resort, we decided to experience it firsthand. Our visit provided valuable insights, highlighting both strengths and areas for improvement.

Online Booking and Website Design

Upon researching Sugar Mountain, we encountered an immediate challenge: the absence of a robust online booking system. Unlike other resorts, where lift tickets, equipment rentals, and lessons can be conveniently pre-purchased, Sugar Mountain lacks this feature. Visitors must wait until arrival to secure these essentials. Furthermore, the website design could benefit from enhancements, as critical information was difficult to locate.

Arrival and Ticketing Process

Our day began with parking our car and taking the shuttle to the resort entrance. Arriving at the ticket booth around 8:30 AM, we discovered that lift tickets were valid only until 4:30 PM—a departure from the industry norm. Other resorts often include night skiing without additional charges. Splitting our group, some waited for equipment rentals while others anticipated a private lesson. Unfortunately, after a 45-minute wait, we were informed that private lessons were no longer available. The group lesson was scheduled for 2 PM, rendering it impractical due to the lift ticket's expiration time. Clear communication regarding lesson availability would have saved time and frustration.

Equipment Rental Experience

The equipment rental process proved time-consuming, with an approximate 2-hour wait. Efficiency and cleanliness are critical in this area. Some rental gear, particularly helmets, appeared inadequately cleaned. Addressing hygiene standards is essential for guest satisfaction.

Overall Resort Organization

Our overall impression of Sugar Mountain was one of chaos. Slopes and lifts lacked organization, impacting the overall experience. Staff members seemed overwhelmed and occasionally annoyed when answering patron queries. Improving staff training and morale would enhance guest interactions. Additionally, the snow conditions during our visit were subpar, although weather-related factors play a role.

Recommendations

In light of our experience, we recommend the following:

System Overhaul: Sugar Mountain would benefit from a comprehensive system overhaul. Streamlining operations, enhancing convenience for visitors, and improving communication are essential steps. Not Ideal for Beginners: Given the resort's current state, we hesitate to recommend it to beginners. However, experienced riders with their own gear may find it less bothersome.

In summary, Sugar Mountain Resort has untapped potential. Addressing the highlighted areas would significantly elevate the guest experience. As snowboarding enthusiasts, we hope to witness positive changes...