
Durango Mountain Resort does not take criticism well. A local skier complained to the newspaper about the ski area’s new operating schedule. The scorned mountain people yanked her season pass (after she’d held one for the prior three seasons) and sent her this letter, published by The Durango Herald:
“While we have never met, I understand from your calls to The Durango Herald and your conversation with our general manager that you are most unhappy with the approach that Durango Mountain Resort takes in trying to meet the skiing and riding needs of both our local and out-of-town customers,” Derck wrote. “Our general manager tried very hard to explain our early/late additional weekend days, but it is evident that the offering and services we provide are not meeting your expectations.
“Accordingly, we held a meeting with our management team and determined that it would be best if we part ways and refund you the all-season pass you purchased so you can find another place to ski/ride that better meets your expectations,” the letter reads. “We have refunded your credit card $539 and we have discontinued your pass privileges.
“On behalf of our 800-plus employees, we wish you well and want you to know that we will continue to do our very best to meet or exceed the expectations of all our customers, regardless of where they live,” the letter concludes.
So none of Durango Mountain Resort’s 800-plus employees work in public relations? Well, Telluride has a few people on staff who can recognize a good PR opportunity. The lady who lost her season pass for complaining contacted Telluride, and they jumped in to help out with a pass at a reduced rate. So Telluride looks like the hero, and Durango Mountain Resort looks like a bunch of petty, vindictive whiners who can’t handle a little complaining. At least they have one less customer to worry about this year.