The Highlands at Sugar

We’ve stayed here several times and have had a great experience each time. The staff are friendly, and we’ll be back. In the condo we had this visit, some repairs were clearly needed, including flooring problems and broken interior doors. For a higher-end stay, I’d also replace the 22-inch tube TV in the bedroom with at least a flat screen.

It’s right off the highway and a little dumpy, but it’s a nice spot to sit down and unwind. Some updates are needed, though I’m grateful to have a place to stay. I especially liked the retro games in the game room, and the staff were so nice. The pool is actually very nice, though the room gets foggy, and the sauna looks updated and is nice. I’d give it 4 out of 5.

I’m still waiting for my refund after being charged twice. The Highlands had trouble getting payment from a third-party booking company, so I had to pay again at checkout. They assured me I’d get a refund once the issue was sorted out, but it hasn’t come through. At the price I first thought I was paying, it seemed like a decent place. At twice that price, it’s a one-star facility.

EDIT: After VRBO finally told me the refund had to come through the Host, General Manager Heather from Highlands got in touch and helped us sort it out. The refund process has now been started, and we’re grateful for Heather’s help. We booked a Vrbo property in Banner Elk, NC for Sept 27-30 and were charged $360. The house was filthy, smelled like urine, and had vomit on the pull-out couch. We took photos as soon as we arrived, left right away, and contacted Vrbo and the host. The host didn’t respond because it was after hours. Vrbo said they’d handle it and issue a refund. Weeks later, after four calls and sending photos and all the documentation, we still had no refund or written confirmation. We explained the situation repeatedly. They also said they’d give us “One Key Cash” as an apology, but that never happened. It was an extremely disappointing experience, and I’d be wary of booking through Vrbo because they didn’t stand behind us when the property was unsafe or unsanitary.