Era Resort Real Estate & Rentals

Very poor customer service. Unit had multiple issues. Stove was broken, pilot was out in fireplace and they said it was after 6 and they wouldn’t fix until next day. Moved twin beds together for a couple and found the carpet was filthy underneath. Couch cushions were dirty from previous tenants and we were charged for double cleaning. Vacuum was very old and inoperable. All dishes that I pulled from the cabinets either had small dead bugs or dried food on them. Cooking pots and pans were not usable because of severely flaking non-​stick surfaces. Dryer was not vented to code. It was vented indoors with a part that should have had water in it to trap lint, but there was no water. After a week of our family coughing and sneezing we found the dryer was improperly vented.

Absolutely terrible customer service. Would strongly recommend against.
I have been coming to Sugar Mountain almost yearly for over a decade, and decided that I would upgrade accommodations since I am now financially better off. They were quick to respond to my request for properties that were within my price range, and I selected a property that met the needs of my group. They were quick to accept my reservation for a week at the property with four days of ski rentals and lift tickets. A few weeks later, they called requesting payment, and we payed. This was just over three weeks from our arrival date, and where the trouble began.
The day after we made full payment, almost $ 2200, I received a phone call saying they had made a mistake with the discounting and that I needed to pay an additional $ 391 for the stay. When I mentioned that the quote that they emailed me, and the discussions since, were to the contrary, they told me it did not matter. I told them that I was not going to pay more than I originally agreed to, and that they needed to find a solution. I told her that I understand that human errors happen, but that I wasn’t willing to pay more for their mistake. The young lady that was helping me offered to send me some other properties to consider while she worked with her manager, to which I agreed.
I looked over her email, found two properties I liked and forwarded them to my friends that were accompanying me on the trip to check out. A couple of hours later, the rental office sent me an email stating that they had felt the best thing to do was refund my money, as the issue was a «human error», using my phrasing to try to avoid owning up to their mistake. I immediately called, frustrated, and talked to the young lady who told me she would team with her manager, Jack, and call me back.
When Jack called me a few hours later, he was very defensive and only presented the same options that the email I had received earlier did. These options were additionally discounted, marginally, but they were still at the same price or higher that what I had already paid for, and I expressed to him my dissatisfaction. I didn’t want additional discounts. I wanted what I had booked, what they had promised. As I was speaking, not yelling or cursing, Jack interrupted me and told me that he is sorry that they were unable to take care of me and to enjoy my stay somewhere else. He then hung up abruptly.
I have since booked with another rental option in Banner Elk. The process with them has been good so far, and I have never had a bad experience up here until this. I will also be reaching out to the Better Business Bureau concerning what essentially amounts to a bait and switch, as well as the owners of the rental property to inform them of the experience that I have received.