I don't think the staff and ownership at Sugarbush needs any more defending because their actions speak for themselves. But I want to briefly relate three stories (that I've probably already told further back in this thread).
A couple of years back during a holiday weekend, I arranged for a private lesson for my family of four. During the lesson, it was clear that my family wasn't hitting it off with the instructor and were not having a great time. I was going to write it off as one of those uncontrollable things, but my wife said to mention it to the ski school people as the lesson was a lot of money. I spoke with Russ Kauff (not sure if he's still there) who was the head of the ski school at the time. He immediately said, "what can I do to make this situation better for you and your family." No arguing, no passing the buck. Just quick, decisive action. He immediately arranged for afternoon private lessons for my two girls with not one, but two, awesome young instructors. My kids frowns turned to huge smiles right away. To me, this was the perfect way to handle what could have been an unpleasant experience for us. Instead, Russ made us Sugarbush skiers for life.
Another quick story, this past Christmas Day, I was skiing with three families (15 people) and we finished the day in Castlerock Pub. We didn't realize that they were shutting the kitchen down and when we found out, we were in a panic as to where we could have dinner for 15 people. Without us even asking, the bartender (big guy with an amazing white beard) called around and got us a reservation at the HydeAway for an hour later. Saved us a ton of anxiety and frustration.
Lastly, I usually drop my wife and kids at the base of LP in the lot and then go park the car, leaving my wife and kids to lug our skis up the steps. The guys in the parking lot at the equipment drop off always rush over and help my family to carry the equipment up the steps.
The skiing and vibe at Sugarbush is great so I would ski there anyway. But these extra touches are why I consider Sugarbush my home mountain even though it's 5.5 hours from where I live.
A couple of years back during a holiday weekend, I arranged for a private lesson for my family of four. During the lesson, it was clear that my family wasn't hitting it off with the instructor and were not having a great time. I was going to write it off as one of those uncontrollable things, but my wife said to mention it to the ski school people as the lesson was a lot of money. I spoke with Russ Kauff (not sure if he's still there) who was the head of the ski school at the time. He immediately said, "what can I do to make this situation better for you and your family." No arguing, no passing the buck. Just quick, decisive action. He immediately arranged for afternoon private lessons for my two girls with not one, but two, awesome young instructors. My kids frowns turned to huge smiles right away. To me, this was the perfect way to handle what could have been an unpleasant experience for us. Instead, Russ made us Sugarbush skiers for life.
Another quick story, this past Christmas Day, I was skiing with three families (15 people) and we finished the day in Castlerock Pub. We didn't realize that they were shutting the kitchen down and when we found out, we were in a panic as to where we could have dinner for 15 people. Without us even asking, the bartender (big guy with an amazing white beard) called around and got us a reservation at the HydeAway for an hour later. Saved us a ton of anxiety and frustration.
Lastly, I usually drop my wife and kids at the base of LP in the lot and then go park the car, leaving my wife and kids to lug our skis up the steps. The guys in the parking lot at the equipment drop off always rush over and help my family to carry the equipment up the steps.
The skiing and vibe at Sugarbush is great so I would ski there anyway. But these extra touches are why I consider Sugarbush my home mountain even though it's 5.5 hours from where I live.
