We receive a lot of guest feedback here at the resort. It comes from emails, face-to-face conversations with our staff, and, more recently, our online surveys. But whatever the form, we listen. Here are some examples of guest feedback from the past several years, and how we’ve addressed it.
Feedback: The RFID card system is confusing, and ticket lines are too long. Resolution: Sugarbush improved guest education by adding information about the RFID system to signage around the mountain and to our website. The resort installed kiosks so guests can easily print their cards, improved the option to reload the cards online, and mailed Quad Pack cards to guests so they could go directly to the lift.
HEALTHY FOOD OPTIONS
Feedback: There are not enough healthy options in the cafeterias. Resolution: Sugarbush diversified its cafeteria options by adding a noodle bar station (Friday– Sunday) in Gate House Lodge, sushi bowls in Valley House Lodge, grain bowls in Walt’s at the Glen House, and built-to-order salad stations in all cafeterias, along with a variety of rotating healthy choice options, including stir-fries and sandwiches.
OPERATING HOURS AT MT. ELLEN
Feedback: Sugarbush doesn’t open early enough midweek for local skiers and riders to get on the mountain before their workday begins. Resolution: The resort began opening Mt. Ellen’s Green Mountain Express Quad at 8 a.m. daily. (Lincoln Peak has lifts that open at 8 a.m. on weekends and holidays.)
SEASON PASS RESTRUCTURING
Feedback: Adult All Mountain Passes include free passes for kids twelve and under. That’s a wasted benefit for those without kids. Resolution: Sugarbush restructured its season passes in 2017–18, introducing new Premium and Value Passes at lower rates than before, and splitting off the twelve-and-under benefit so those without children are no longer paying for something they aren’t using.
Feedback: There’s nowhere to get a good espresso on the mountain. Resolution: The resort brought in Vermont based mobile coffee shop Nomad Coffee to set up in the Gate House courtyard, complete with specialty coffee offerings such as espressos, cappuccinos, and lattes. It’s typically open Friday to Sunday and holidays.
Feedback: There’s too much chlorine in the pool at Sugarbush Health & Recreation Center. Resolution: The resort transformed its indoor pool and hot tub into a saltwater system, substantially reducing the need for chlorine.