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Durango Mountain Resort pulls critic's pass
Ski area says woman's remarks caused 'concern, confusion'
Herald Staff Writer
Photo by JERRY McBRIDE/Herald
Lauren Slaff of Durango holds her revoked Purgatory at Durango Mountain Resort all-season ski pass on Wednesday. The ski resort revoked Slaff’s pass after she criticized DMR’s changes to its early- and late-season schedule in a news article in The Durango Herald.
In a Nov. 2 letter, Durango Mountain Resort CEO Gary Derck said Lauren Slaff's comments to The Durango Herald caused "concern and confusion" among employees and customers, and the management team decided it would be best to "part ways."
In the Oct. 2 Herald article, Slaff expressed concern that DMR's new operating schedule would reduce the number of ski days. But DMR said the new schedule actually extends the number of ski days, by up to 21 days.
Without Slaff's input or knowledge, DMR refunded Slaff's all-season pass, at a cost of $539, and discontinued her pass privileges. In response, Slaff contacted an executive at Telluride Ski Area and explained her predicament, "and they were very understanding of my situation and helpful at procuring me a season pass."
DMR has a 40-year permit with the U.S. Forest Service to use public lands 25 miles north of Durango.
A copy of Derck's letter to Slaff was dropped off Wednesday at the Herald offices.
"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.
DMR declined to comment for this story.
In an interview Wednesday, Slaff said she moved here 2½ years ago from New York City, largely because Durango has a ski area nearby. She has bought a season pass for three consecutive seasons.
About a month ago, Slaff called DMR General Manager Mike McCormack to discuss the new operating schedule. Several of her friends who have weekday passes were upset that the ski area planned to be open only Friday, Saturday and Sunday at the beginning and end of the ski season, she said.
McCormack offered Slaff a refund, but she declined.
"I said, 'No, I'm just upset and wanted to talk to someone,'" she said.
In the Oct. 2 Herald article, Slaff said the new operating schedule reduces the number of ski days for weekday pass holders, and it is another example of DMR catering to tourists at the expense of locals.
"It's rough on the weekday pass holders who can't go on the weekends," Slaff was quoted as saying. "It still seems like they're gearing all their business toward the out-of-towners."
When contacted Wednesday by the Herald, Slaff said she was saddened by DMR's decision to revoke her ski pass.
"I'm just really taken aback that expressing an opinion warrants such drastic punishment," she said. "It was a real eye-opener, and I don't wish to cause any further conflict with the ski area."
Tom Watkinson, spokesman at Telluride Ski Area, said the area revokes skiing privileges if someone breaks the law or acts recklessly, but it has never revoked someone's skiing privileges for expressing opinions.
In fact, Dave Riley, CEO of Telluride, has a Web blog accessible via the ski area's home page that allows the public to ask questions and share comments, Watkinson said.
"We've never kicked anyone off the mountain or revoked anyone's skiing privileges for disagreeing with our mountain policy," Watkinson said.
Rosanne Pitcher, vice president of marketing and sales at Wolf Creek Ski Area, said the resort has revoked skiing privileges for inappropriate behavior but never for expressing negative views. If someone were to say something slanderous that damaged another skier or the ski area, Wolf Creek would consider revoking skiing privileges, she said.
"We've had people say all kinds of things about Wolf Creek, and we haven't revoked their passes," Pitcher said. "It would depend on what the issue was."
Jennifer Rudolph, spokeswoman for Colorado Ski Country USA, could not recall hearing of another ski resort revoking someone's pass for being critical of the ski area.
While it is not illegal for a business to deny service to anyone, it is not made explicit in DMR's season pass holder agreement that the ski area reserves the right to exclude service to anyone at any time. What is clear is that DMR has the right to revoke skiing privileges when a customer breaks the rules by cutting a rope, loading the lift while intoxicated, letting someone else use the pass and a variety of other reasons.
Passes also can be revoked if a pass holder damages DMR's property or is "a nuisance to other guests and/or Durango Mountain Resort staff," the pass holder agreement says.
Matt Janowiak, Columbine district ranger for the Forest Service, said DMR has to abide by the Americans With Disabilities Act and follow the laws of the land, but otherwise it can make its own business decisions.
DMR's opening and closing will rely heavily on Mother Nature. If snow is lacking during the early season, DMR will attempt to open on weekends - Friday, Saturday and Sunday - for the first three weekends, from Nov. 27-29, Dec. 4-6, and Dec. 11-13. But if snow conditions allow it, DMR will open seven days a week from the season's start.
And weather permitting, DMR plans to stay open through April this year, but in the late season only on weekends - Friday, Saturday and Sunday.
DMR said it will honor weekday pass holders during weekend-only offerings.
Last year, DMR was open seven days a week from Dec. 6 to April 5.
mailto:shane@durangoherald.com'>shane@durangoherald.com
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Durango Herald Calendar of Events
Thursday, November 19, 2009
at 4:26:00 PM
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cuindurango says...
Thanks Amused for getting a little perspective back in this discussion. I guess I'm not a local by some definitions, I'd vacationed here off and on for 10 years before moving here 2 years ago. No doubt one of the attractions here is a ski resort close enough for easy day trips - I used to drive 1:45 to ski in the Poconos in PA and this is way better. Everyone who's followed the story knows that the resort announced the "improved" schedule after collecting who knows how many local dollars in pass sales. The details of the longer season explanation were and are suspect as they depend mostly on Mother Nature's cooperation (by the way, has anyone seen any sort of commitment even yet to actually opening next weekend?). That's OK, I get the weather. I wish the resort would have simply said that given the difficult economic environment they would only be open on weekends at the beginning and end of the season - that's a reasonable explanation that no thinking pereson would have an issue with. Yes, it would have dinged those folks lucky enough to be able to ski mid-week but if you've been skiing in the early season for the last few years you know that the only terrain they open is typically West Fork/Demon and after 20 or 30 trips down that I'm guessing most folks are going to wait for more terrain to open before visiting again anyway. I paid for my pass well before the change was announced - I don't want a refund and I won't boycott the resort - while it seemed apparent that grooming was cut back and food choices were reduced last year it's still the best game in town. I'd suggest that Purgatory can undo a lot of the damage this little fiasco has created with a PR gesture in response. Return Laurens' suspended pass, and announce a commitment to installing a high speed quad to replace lift 8 before the start of next season. DMR has demonstrated a willingness to invest in real estate, how about an investment in improving the actual skiing experience - isn't that the real reason we're up there in the first place?
Thursday, November 19, 2009
at 4:01:05 PM
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old DMRemployee says...
This just goes to show you that the IDIOTS at DMR hate to be shown their errors. I worked at DMR for sometime, and left on my own accord when I noticed the IDIOTS in charge reminded me of the movie Zoolander.... you know the sceen where the two poeple are hitting the computer like a couple of monkies?? Truth be told, Wolf Creek has better runs. T-ride is top notch.
Thursday, November 19, 2009
at 3:44:50 PM
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Mixed Fuel says...
If Funcenter cycles and Handlebar can make it with out a motocross track in Durango, I think Ski Barn will do ok when DMR is gone.
Thursday, November 19, 2009
at 3:27:46 PM
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truthman says...
I would say the bigger issue here is Gary Derck's proven inability to lead. Out dated chairs, a brand new dysfunctional base area and ridiculous architecture are but a few examples of flagrant incompetence that has been demonstrated under his command. He runs the place like it was government. Perhaps the big cheese that pays his salary will realize money is being ill spent.
Thursday, November 19, 2009
at 3:08:48 PM
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Snowjunkie says...
I am going to have to agree with the comments for closing down Purg. As a local who has (long ago) given up on "dirty mountain ruts" understands that DMR needs us, we don't need them. I still have to point out that DMR is an oxymoron. The place is 30 miles away from Durango. We now have three towns in the middle. It's deffinatley not a mountain (mountains have a peak of some type), it's a ridge. As for resort, well we all know how well that's going for them. The point is we actually need DMR. We need it because if we actually liked going there then who would be crowding out the back country and helping with skier compaction. When I want to go out and xc ski, we have the worlds steepest xc area. Have fun at the slow don signs and whistle blowing. I'll waive as I pass by to earn my turns.
Thursday, November 19, 2009
at 2:59:55 PM
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FrmrDMRemp says...
Wow! Just by complaining and writing a letter to the Herald, 800 employees lose their jobs and the whole town of Durango shuts down! As a former employee, I can attest to the stupidity and arrogance of DMR management. Would did they think could be accomplished by handling this situation in such an inept way? Gary Derck should resign immediately and get a government job, maybe with the IRS. Nobody likes them , either.
Thursday, November 19, 2009
at 2:59:36 PM
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former purg marketer says...
James says...
Hey Former Purg PR guy. DMR DID NOT publicly humiliate Slaff. SHE went to the press and humiliated herself. Watch how you word stuff. Keep the facts straight here
James, you're correct, they didn't publicly humiliate her. They allowed her to publicly humiliate them. Either way, it's the same outcome. My point was that they're dealing with a potential PR disaster they could have avoided by taking the high ground. Who's "right" doesn't really matter here.
For those of you who are rooting for DMR to "roll up and die", or for a dry winter, etc., you must not realize you're rooting for locals to lose their jobs and businesses. We should be rooting for DMR to succeed, and I think a lot of people are -- that's why moves like this one generate so much "confusion and concern".
Thursday, November 19, 2009
at 2:58:54 PM
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Loyalty Lost says...
This was the last straw in the battle between the locals and purg. DMR won, and now more locals will retreat to Telluride, Hesperus, Wolf Creek, or the backcountry, to find a better place to ski/ride that better suites their needs. It is obvious from all the comments, that most local loyalty will now revoke themselves. Whatever happened to the customer is right? Is he/she only right if they are tourists, or from out of town?
Thanks Gary, Mike, Judy, Sven and the rest of the DMR management for making your true intentions and attitude crystal clear!
Thursday, November 19, 2009
at 2:55:33 PM
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Amused says...
Come on now. Let's stay on topic.
Having a local ski area is fantastic. We don't want to do without one.
Having a local ski area that genuninely provides good service and respects their customers would be even better. If you've been to other good resorts, or even to any other good service provider, you know that DMR could do better at providing a quality experience and great customer service. This achingly stupid PR gaff is merely a visible symptom of their now ten year disregard for their local customers. This incident, astoundingly, comes on the heels of their previous PR outing announcing a major change in their schedule well past their season ticket sales deadlines. Maybe the new schedule is an improvement, maybe not, but definitely it's a change that those buying passes weren't informed of until the money had already tranferred. They don't have much tolerance for criticism, which is their right. But as consumers our right is to decide whether we want to support them by spending money there. The Herald bears them no obligation, and I'm glad they have reported on the issue, thereby giving DMR a chance to reconsider their penchant for poor interaction with disgruntled customers.
Despite the numerous commentary on here from DMR employees and stakeholders trying to change the nature of the issue, it's just a simple matter of arrogance and hubris overwhelming good customer service and leadership. It's a great opportunity for DMR to reevaluate and do better. It would be great if we could all be proud of our local ski mountain. Our friends and neighbors work there and it sure is a fine place to enjoy in our wonderfully diverse community. I hope they take this issue seriously now that it's out on the table, and I wish them the best in winning the local confidence back. It'd just be so cool if DMR could provide service and respect for their customers in the same measure as they seem to concern themselves with building new real estate. There's nothing wrong with having a canary in the coal mine. The bird has sung, and the problems can be solved. Durango with a great ski mountain we can all be proud of and locals who support it with their dollars and their goodwill is a place I look forward to living in.
Thursday, November 19, 2009
at 2:41:38 PM
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James says...
Hey Jay,
NOpe if every PC up at PURG were posting here, they would be getting their Arsses canned. I'm well aware that it is against company policy for both DMR AND DH employees to NOT post on this. And I guarantee you. DMR will can anyone fanning the flames on this one from a company PC. I'm not one, I'm here in DGO working a real job so I can pay lots of taxes.
Telluride and Wolfcreek don't bring much business to DGO, as much as they do to their own neighboring towns.
I still question your concept of the effect of losing an 800 employee business as well as ALL the businesses that benefit from DMR. You don't seem to be looking at it from a very complex point of view. Just linear and only carried out to one iteration. It's a complex model, not simple addition and subtraction with a little multiplication thrown in for fudge factoring.
I'm not in this to insult. I'm just looking for REAL facts. Of course, the effects of this hypothetical scenario of one large business or another going under can't be honestly determined with pencils. IN the end only the real incident can prove one way or another.
Thursday, November 19, 2009
at 2:30:04 PM
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James says...
Dang Bill?
You must be content with sitting on a deserted main street in Durango rubbing two sticks together while chewing on a piece of bark after the town has gone to dust without businesses to keep it alive. I do ski DMR once or twice a year, I do hate the high prices but that doesn't motivate me to drive all the way to Tel or anywhere else. My real passion is bicycling so if they start finding ways to charge me by the mile while I'm doing that, then I might get PO'd.
Thursday, November 19, 2009
at 2:29:17 PM
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? says...
Gayle, that's a good point. I think both sides should consider the resiprocal relationship. I don't feel that it is wrong to keep DMR in check about how they treat customers. For those that want to boycott I don't think they want to see the demise of DMR or a negative impact on our town so much as a compassionate response from DMR that exhibits an understanding of the importance of treating your host community with respect. I've never felt that they do that very well. I could have herad this story in a few sentences and felt the same reaction, the way the article was written is not responsible for the outrage but DMR's reaction to a voiced concern is.
Thursday, November 19, 2009
at 2:17:10 PM
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Gayle says...
Bill,
You must be a transplant from some big city. GET A CLUE! Durango is a resort town and depends on tourism! Mother nature and winter is all part of the economy! We need the ski area as much are the ski area need a town!
Thursday, November 19, 2009
at 2:17:08 PM
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Jay says...
James,
The numbers have been run, we know that the community would be impacted but not devastated, adjustments could be made for backcountry skiing, snow machines, ice climbing and other winter activities that are closer to town and its' lodging and restaurants. We would also have WolfCreek and Silverton not that far away, closer than Denver is to any ski area. Lodging capacity, meals served and tax revenues are all at their highest during the summer in La Plata county. Contingencies are always being addressed for the "ifs" in our local economy. Again the key fact is that Durango can survive without DMR, we wouldn't want to but we could...but DMR can not survive without Durango.
Now...don't you think every office computer and available laptop up at DMR are being used via this comment site to quell their public relations debacle ?
Thursday, November 19, 2009
at 2:05:12 PM
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Bill says...
Hey James, You love DMR so much YOU ski there. You MUST be part of the GREED factor that's ruined this town. DMR should roll up and die. Let's hope for a dry winter!!!!!
Thursday, November 19, 2009
at 1:58:53 PM
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James says...
Jay,
There you guys/gals go again, making unsubstantiated nonfactual claims. How the heck do YOU KNOW Durango can survive w/out DMR or visa-versa? Huh? What a senseless thing to say. Why don't you go out now and run some REAL numbers for me and let me know how Durango will do if they didn't have DMR and ALL the business it brings to the community this winter in a bad economical swing that we are in. See how the hotels feel about your attitude. All the touristy specialty shops that depend upon the tourists, all the restaurants, FT. Lewis College? (you know the students that chose this college because they were close to a ski slope), etc...better get a better understanding of economics. You wanna compromise the stability of a community because a person humiliated HERSELF by going to the paper, (thanks alot DH)? Get a better perspective on this.
Thursday, November 19, 2009
at 1:52:59 PM
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Mike says...
I think she should ski on our town's 300K "hill" instead of DMR !!!
Oh wait, we spent HOW much taxpayer $ on that hill and we use that "hill" how many months out of the year ???
Thursday, November 19, 2009
at 1:43:17 PM
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James says...
Hey Former Purg PR guy. DMR DID NOT publicly humiliate Slaff. SHE went to the press and humiliated herself. Watch how you word stuff. Keep the facts straight here.
Hey Aaron, I I'm not questioning the letter of the law, I'm more for promoting a generous spirit in our local businesses to local people who do bring them business when the Tourists aren't in town. Silverton dies without the Tourist season.
Thursday, November 19, 2009
at 1:43:03 PM
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Gayle says...
Don't Herald
BRAVO!!!
Thursday, November 19, 2009
at 1:41:58 PM
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mike says...
yeah, lets boycott them and try and hurt the mountain as much as possible so that they have to raise lift ticket prices even more to make ends meet and fire tons of people too...or better yet lets hurt them so much that they have to shut the resort down all together and then nobody can ski or board! who cares if it hurts real locals as well? i dont care if she was unhappy with the service and actually got her money back! how dare they refund her...err...i mean, i have a right to complain in my complete ignorance!
i for one am taking my trust fund elsewhere where i can be selfish and care about only myself...and can say anything i want without any consequences!
--Wannabe Local
Thursday, November 19, 2009
at 1:38:17 PM
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Don't Herald says...
Maybe you should think about pulling your subscription to the Herald instead of your DMR season pass. This paper is all about sensationalizing the news.
Thursday, November 19, 2009
at 1:36:09 PM
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Ashamed Durangoan says...
I was appalled to open the paper today to find that THIS is considered important news. Durango lost a dear, valuable mother, friend, wife (and lots of other things, too) and member of their community this week in a tragic, senseless accident and I believe that puts this woman's supposed predicament into perspective. Nothing against ski enthusiasts, but at this time of sadness and loss, to me this is sadly laughable.
Thursday, November 19, 2009
at 1:30:33 PM
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Jay says...
The DH is not at fault in any manner, no matter how many DMR shills are on the comments. The DH saw an injustice and reported it, that is what I want from my local paper.
The key fact is this....the town of Durango can survive without DMR, it would be just an economic "mogul" to overcome but DMR can not survive without Durango or it's citizens
Thursday, November 19, 2009
at 1:24:09 PM
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Danny says...
Cloe,
I agree Durango did not deserve this publicity. I guess DMR would rather quash criticism then support THEIR community. Whether Ms Slaff is a local or not, she resides here and odds are her friends will never buy a pass here. Reading the Huffing ton Post article in the Denver section is the exact same herald article, but on a national level.
As a waiter in town, I am hoping Gary Derck, Brunso, and McCormick will come into my restaraunt and tip 400% for the tips I mat have lost due to their vindictive move.
Lets hope someone else buys DMR. I am sure Mr. Duncan is not pleased....
Thursday, November 19, 2009
at 1:22:18 PM
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earnyourturns says...
Gayle is right, the Herald is equally responsible for this PR debacle. DMR messed up royally by handling the situation the way they did. But the DH portrayed it in a really ugly light and got a lot of people really mad. If DMR loses 20% of their skier visits this year, the town of Durango loses a huge chunk of it's winter income. Not a very good move on either parties part in an economy like we have now!
Way to go team!!
Thursday, November 19, 2009
at 1:20:13 PM
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GT says...
Whoever said "This lady had no reason to complain because really it seems like there will actually be more days this year than years past." is missing the point. Everyone is entitled to express their concerns but few expect such retaliation. For the most part, people only want to be heard. Good customer service is the difference between a great business and a mediocre one. I guess we know where DMR falls!
Thursday, November 19, 2009
at 1:14:53 PM
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fustrated local says...
This whole situation is very unfortunate. Mostly because DMR has repeated itself with the same bad attitude towards understanding what it means to be part of a community. We can no longer afford buying season passes for our family of four so, we now go to Hesperus or Wolfcreek. When I found out from our friends in Albuquerque that DMS offers specials to them much less expensive than we could by as a Durango local, DMR is no longer considered as a destination for us. We would rather put the money in our gas tank than support a business who won't help support the very community in its own backyard. Trimble did the same thing for many years, so we drive the extra 60 miles to Pagosa and get their locals special (which they extend out to Durango residents)and spend our money in their community which also includes dining out at one of their local restraunts. I am greatful to Ms Slaff for contacting DMR, you've just made her a marter Mr. Derek! There are many more of us out there! There was no confusion or concern in the Durango Hearld article Mr. Derek, just the truth as many of us have experienced with DMR. And I would be very careful next time as to include the feelings of your staff in any future correspondence.
Thursday, November 19, 2009
at 1:14:01 PM
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Chloe Marie says...
Great...just the kind of publicity Durango tourism didn't need...
Thursday, November 19, 2009
at 1:13:53 PM
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Gayle says...
To all of you upset about the weekend schedule, get out your calendars. Come on do this with me: There are 9 weekend days; Nov 27-29, December 4-6 and December 11-13. Full opening scheduled for December 18 through March 28 for 101 days. Weekends of April 2-4, 9-11, 16-18th for 9 more days. This is a total of 119 days. The typical ski season for Purgatory is early to mid December through March possibly the first weekend in April or approximately 105 to 120 days. DO THE MATH!
Thursday, November 19, 2009
at 1:11:04 PM
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Danno says...
The ghost of Vern Greco is laughing somewhere.
Thursday, November 19, 2009
at 12:59:18 PM
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Good News says...
Good news!
This story has made it to Huffingtonpost.com This is now on the national level. I guess this will not help skier days!
Thursday, November 19, 2009
at 12:58:41 PM
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Just a note says...
The article says that it depends on snow...if there is enough snow to open seven days a week then they will. Read the article and get your facts straight. Plus, they are going to be open the weekend through April...something they haven't done since I have lived here. This would be beneficial for more ski days in the end of the season when there is more snow. This lady had no reason to complain because really it seems like there will actually be more days this year than years past.
Thursday, November 19, 2009
at 12:53:39 PM
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GT says...
Wow- I thought the days of Vern Greco (tyranny) were over. Very negative response to an extremely valid concern. As a family of 3 season pass holders, we are not happy with the week-end only schedule either. Once again, instead of listening to customers and validating their concerns, DMR/Purgatory has chosen to alienate their local patrons. Good customer service is not hard to implement- simply treat people the way you would like to be treated. I doubt if anyone at DMR would like to be treated as Lauren has. Perhaps it is time to turn over the management-AGAIN?? Wake up people!!
Thursday, November 19, 2009
at 12:46:57 PM
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Good news says...
As one of the 'sheep' that reads the paper, I have to say that if it's wrong to report a story like this, then I'm glad I live in America where free speech is a right. DMR has never been a weekend only resort before now and if they decided to cut the skier days for whatever reason; they should have announced it BEFORE they took the money. They are not selling the same product but are asking the same price...what's wrong with this picture?
Thursday, November 19, 2009
at 12:46:08 PM
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marc says...
Way to go DMR! I've made the trip from Arizona to DMR several times. Never again.
/BOYCOTT ON
Thursday, November 19, 2009
at 12:41:52 PM
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Just a note says...
Just think it's funny that people can bash on DMR so much when they don't know the whole story. Maybe this story shouldn't be so one-sided and you shouldn't believe everything you hear or read because it's only part of the story.
Thursday, November 19, 2009
at 12:41:35 PM
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??? says...
Wow Durango Herald, biased much? The lady wasn't satisfied with her purchase so it was refunded, what's the big deal?
Thursday, November 19, 2009
at 12:39:31 PM
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Mike says...
Would any one be interested in paying for an advertisement in the Dallas newspaper stating the facts of the story? I say stating the facts to avoid a libel suit.... I have $100 on it!
Thursday, November 19, 2009
at 12:33:24 PM
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duh! says...
Well it sounds like DMR just shot themselves in the foot. I suggest you correct it and give this lady a free pass or you are going to be in trouble and you need some courses in customer service. Durango lacks in customer service...I am a shopper and travel and hour away to do my shopping because of this attitude bad service and just people could care less if they get your dollar or not...so I spend spend spend it else where.
Thursday, November 19, 2009
at 12:28:13 PM
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Jay says...
Just vindicates my reasons for taking the extra few minutes of drive time to ski WolfCreek. I could never understand why Purgatory(DMR) felt their ski/ride area warranted one of the highest priced season passes in Colorado especially considering the terrain, are you funding their condo developments as well with your pass money ?
Thursday, November 19, 2009
at 12:27:24 PM
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Mike Walsh says...
Hey guys if you are that upset about this put your money where your mouth is and boycott DMR. Return your season passes and see if the management up there takes notice of their dwindling unearned revenue. For once lets stop being complacent and show big business that they cant do whatever they want and get away with it. If enough people get behind this someone will start to take notice, and if not DMR lets hope its the national media. I am confident that the mountain is banking on this all blowing over so they can sweep it under the rug and continue to treat locals poorly. If they cant see the benefits that locals have on the sustainability of the mountain, I say we show them. Lets hit them where it hurts, right in the wallet. For all of those who feel strongly about this, take action and do something more than expressing your feelings here. Otherwise we only have ourselves to blame for letting the mountain get away with what we know to be wrong.
Thursday, November 19, 2009
at 12:24:34 PM
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mike says...
this is a great example of extremely poor journalism again by the herald and these comments r great examples of the sheep that read it.
come on people, this is just more sensationalist media trash. if u dont like it here, move on! dont move here and then start complaining about how u dont like it.
i applaud the resort for refunding her pass. its not like they kicked her off the mountain. she is still welcome to buy lift tickets whenever she wants just like anyone else.
if the town doesnt like it, fine, u can stay home too. i have no problem with fresh tracks and less crowded slopes.
Thursday, November 19, 2009
at 12:23:43 PM
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Good news says...
for all of us who aren't happy with DMR; just complain about something and you get a refund! Now that's what I call customer service! Instead of fixing the problem, you get a refund without even asking for it! Hey, Derck, does this deal extend throughout the season, or do I have to get it now before you announce your "mystery season schedule?" Pure PR genius!
Thursday, November 19, 2009
at 12:21:31 PM
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Gayle says...
I think you all have it wrong! The fact that Slaff expressed her opinion regarding Purgatory is not the issue here. The issue is the way the Durango Herald is presenting it. They have this way of putting a negative spin on everything! Maybe what the locals need to be boycotting is this poorly written and edited paper. The Herald always seems to find a way to mislead its readers as it has done with this front page tabloid news.
While I appreciate independent journalism the Durango Herald needs to get it together and come back into the community instead of trying to break it up and destroy the local economy. I am sure the ski area generates many thousands of dollars in sales tax revenue per year for the county. It provides many jobs as well as great outdoor entertainment for us locals and our kids! It also brings in many of those tourists everyone is complaining about.! Wake up this is the bread and butter for our town. We are a resort town! We need the tourist for our economy!
WAKE UP LOCALS BECAUSE GUESS WHAT WE ARE A SKI/RESORT TOWN!
Thursday, November 19, 2009
at 12:14:08 PM
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Amused says...
I was looking for a new bumper sticker for my car now that we're in between political campaigns. Thanks to this article I was reminded of one suggested by a friend who long ago left our town in search of friendlier ski mountains:
Dumb and DMR
You can see my new sticker in the parking lots of every other ski destination within driving distance this year.
Good to see Mr. Derck's true character publicly outed. Just one of the many reasons he's lost 90% of his management staff in the last two years.
That said, I love skiing at my local mountain and I'll miss it. Gotta vote with my dollars though until they show some signs of being capable of respecting their customers and employees.
Thursday, November 19, 2009
at 11:54:32 AM
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? says...
Fair enough Steve, but may we add that they did so without her knowledge or request (which is sort of like pulling her pass) and that they also 'discontinued her pass privileges' (Which sounds rather disciplinary - and is a result of her voicing an opinion). Those are the facts I gathered and found those to be presented in a fairly non-sensaitonalized manner. I think the story just strikes a nerve with those that have exzperienced the DMR treatment in the past and are a bit fed up. Please take action and get your refunds now or simply buy your pass elsewhere.
Thursday, November 19, 2009
at 11:51:36 AM
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lets hope the texans pull their weight says...
seriously derck, way to make the start of this season so sour! you cant take every persons pass away who doesnt fully support the operations of dmr. and 'firing' someone as a customer is just insane! especially at our brown bag resort that draws a bunch of broke texas and arkansas youth groups to a 'resort' with a bunch of EMPTY million dollar condo's. who in their right mind in the service industry pulls this kinda nonsense? sure hope hesperus ski, wolf creek & telluride are ready for all of us 'appreciated' durango locals. sounds to me like dmr is on the past of derck-struction!
Thursday, November 19, 2009
at 11:44:47 AM
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anonymous says...
So steve, are you also implying that anyone who has entered into a legally binding financial contract with DMR, that states "no refunds unless for medical reasons", should be able to receive one if they are dissatisfied with the current policies that differ from those under which they entered into the agreement?
Thursday, November 19, 2009
at 11:38:53 AM
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steve says...
they didn't pull her pass. They refunded her pass. I agree that they could have handled it differently, but stating that DMR pulled her pass in inaccurate!
It would be more appropriate to state "DMR Refunds Pass"
but that wouldn't fit the bill of media over-sensational reporting....
Thursday, November 19, 2009
at 11:24:21 AM
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jasmine says...
It doesn't matter what she said. DMR needs to give her back her pass (for free now!) and issue an apology. They handled this very poorly. I don't ski, but am familiar with how customer service works!
Thursday, November 19, 2009
at 11:18:32 AM
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former purg marketer says...
As someone who spent some years in management at Purgatory/DMR I'm pretty familiar with the litany of complaints, many unfair, leveled at our local ski area. But that's simply the reality of the ski business landscape. Some version of local anger at the local resort is nearly always present in ski towns. In some cases, it's a lot less prevalent because of consistent, diligent efforts by the resort, usually over years and years, to keep a reasonably positive image with locals. This is a shocking move by DMR because it seems destined to undo recent progress. (As many know, the place was even more reviled in the mid 90's "Vern Greco" era than it is now.) The ski business is tough enough as it is without generating PR disasters for yourself. Publicly shaming a customer for complaining? That's clearly not the high ground, and it will prove to be a very poor decision in the long run.
Thursday, November 19, 2009
at 11:11:02 AM
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employee says...
As a current employee of DMR, I would just like to coment on the lack of unity in our community. I have watched "Managment" make countless mistakes with decisions around the mountain. Now, with the rest of the community we as employees are made to wait for only weekends to work. We depend on that work for our families. In these economic times it's very hard to only get a few hours a week. Alot of us that work on the hill take pride in our jobs, and our community mountain. To dismiss this lady because of her opinion is crazy. Im not included in that letter that management sent her, on behalf of our staff Im sorry.
Thursday, November 19, 2009
at 10:50:26 AM
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Scott says...
I suggest everyone write a letter, not email to DMR.
Purgatory at Durango Mountain Resort
#1 Skier Place
Durango, CO 81301
This is over the top. DMR has effectively tried to push ALL competition out of the resort area, ie Property Management, Real Estate, Lodging, contractors, etc..... I'll admit Durango needs to have a ski resort for out economy, but we dont need DMR to run it.
Thursday, November 19, 2009
at 10:50:04 AM
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SoCaler in Mancos for the Holidays says...
This story blows me away. I am season pass holder at Mammoth Mountain, and while they are not perfect, customer service and pass holder appreciation are their number one priority. I spend 15 days on my mothers ranch in Mancos every Christmas and New Years, and in the past have split my time between T-Ride and DMR. I have to say not this year. T-Ride will receive all my riding dollars from now on.
Thursday, November 19, 2009
at 10:45:56 AM
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Anonymous says...
I was upset that I couldn't afford my pass this year to Purg (after 5+ years of having one) but now not so much. I also don't plan on buying one in the future until Gary Derck CEO addresses the situation and can give a realistic reason for doing this. Until then I will gladly take the extra time and money to drive to Wolfie or T-Ride.
Thursday, November 19, 2009
at 10:42:08 AM
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Charles Alberts says...
I think that DMR handled this situation horribly. This is a reflection of how they deal with locals on the whole. The fact is a large majority of durangotangs who have supported the resort in the past are left out making way for more texans with big money to come and clog up the mountain. Most of us can not afford the $800.00 pass and feel there is no deal that has locals in mind. With the Epic Pass up north giving skiers access to five mountains for less than $500.00, it seems a little outragous to be charging this much for just one mountain. I just wish that DMR would appreciate the locals more and show us the respect we deserve by giving us a locals deal that is affordable and practical. Thanks, Charles Alberto
Thursday, November 19, 2009
at 10:41:24 AM
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Ex DMR Alumni says...
Just when you think DMR couldn't disrespect the locals anymore this happens! Having worked for several different ski areas over a span of more than 15 years (DMR included), I have never experienced anything like DMR. Intelligent ski areas know that they need their local support....especially during hard economic times. Please tell me what DMR does in favor for their locals? A couple discounted ticket days during the year? Thank you very little. I miss the good old days when skiing was about skiing and not about real estate and glitter. I agree with Bo's comment, "Sounds like it is time to get rid of the DMR chiefs and get a new fresh crew in there." Impeach Gary "Dork"!
Thursday, November 19, 2009
at 10:34:51 AM
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J Mankins says...
I agree that these are drastic measures, but is it really necessary to get that worked up about a couple of weeks where the ski area is only open on the weekend. It costs a lot of money to operate a ski area on a daily basis and early season and late season don't always have very many customers unless there is a significant amount of snow, so I don't see what all of the uproar is about. I doubt that they took her pass just because she complained. I'm sure there is more to the story.
Thursday, November 19, 2009
at 10:33:58 AM
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Mark Haughton says...
Umm, Purgatory is great...umm its' the best ski area ever...umm...I would pay three times as much to ski at, umm, purgatory, because they are the best, and the greatest too, and with the best, nicest people and with the best everything, pretty much, umm,
And anyone who disagrees should be waterboarded, and sent to Gitmo, and um, purg is the greatest...the best....ever.
Thursday, November 19, 2009
at 10:23:20 AM
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Chloe Marie says...
In this economy, Mr. Derck and his 800+ employees ought to be sending out hand written thank-yous to anyone willing and able to spend this kind of money at their quaint little ski slopes.
Careful DMR, it's going to get worse before it gets better...
Thursday, November 19, 2009
at 10:10:34 AM
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Hmmm... says...
Seems like a misunderstanding that lacked some patience and diligence on the service provider's part. Poor PR to say the least. Hesperus here we come!
p.s. Scott William's comment is hilarious- read it if you haven't (see below)
Thursday, November 19, 2009
at 10:05:05 AM
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Rich says...
The amount of time one has lived in Durango seem irrelevant to the situation. If the resort in question can't handle a little criticism from a paying customer their upper managment needs a reality check. When I worked at Purgatory (not DMR yet), complaints about the resort were common, and I don't recall anyone having their passes yanked for verbalizing their discontent (employee's included). This is just another example of the arrogance of large corporations, and their bloated egotism. I plan to spread this information to the all major ski groups of Colorado, New Mexico, Arizona, Texas, and Utah. I have a feeling the actions taken by DMR will seriously reduce their number of visitors (locals and tourist alike) this season, and possible in the future as well.
Thursday, November 19, 2009
at 10:04:43 AM
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Diane says...
WOW! It really doesn't matter if Lauren has a legitimate complaint or not - she DOES have the right to free speech and her opinion. When I have contacted my local hill, Powederhorn, with an issue or even a complaint, they have politely acknowledged me, whether they agreed or not. They certainly never pulled my pass! I was thinking about trying to get down to Durango to ski this year, but never mind. Telluride or CB will get my money instead.
Thursday, November 19, 2009
at 10:00:41 AM
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Ann says...
I strongly agree with Steve and James! Way to go!!!!!!!!!!!!!
Thursday, November 19, 2009
at 10:00:12 AM
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anonymous says...
To clarify, as a close friend of ms. slaff's i know that she made one phone call, after not getting info on non-published operation schedule changes, sent one email to local papers, then had one conversation with dmr exec expressing dissatisfaction and left it at that.
I also know if she had it to do over she would have made none.
Thursday, November 19, 2009
at 9:57:54 AM
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aaron says...
James, I never said that a non-local should get rich off of a frivolous lawsuit. The most she could hope to get would be a reinstatement of her pass, and almost certainly no attorney's fees. And, what do you mean 'non-local?' She has been here 2 and a half years. Finally, your contention that trying to protect First Amendment rights is 'frivolous' because the Executive branch routinely violates the First Amendment, is itself a frivolous argument.
Thursday, November 19, 2009
at 9:57:34 AM
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? says...
Snowsurfer - DMR refused to comment for the article, thats their side.
Thursday, November 19, 2009
at 9:56:58 AM
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BW says says...
DMR is a privately owned business that soes lease Public land. But as Matt Janowiak sayws in the article, "DMR has to abide by the Americans With Disabilities Act and follow the laws of the land, but otherwise it can make it's own decisions." Tell me, when did busines' lose the right to refuse to do service with a customer?
Does Lauren not realize how much it would cost DMR to have the mountain open to cater to a few that have week day passes at the beginning and end of the season? We are talking a couple of weeks here at the front and back end of the season!!
Not only that, but most comments I have read make it to be that DMR kept her money and revoked her pass. If that were to have happened, I would agree with most, but it didn't!
If DMR catered to every complaint, they would drive themselves out of business. Nobody knows all the details of the entire story!
Thursday, November 19, 2009
at 9:55:10 AM
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Freshly-anti-DMR says...
Howdy James, read the article... I think offering someone a refund vs giving them a refund without their knowledge and 'discontinuing' their pass privaleges are two different approaches. I believe 'anonymous' was advocating for the former approach, which in the end is not what DMR chose to do. They come off as being very petty and vindictive in the way they handled the situation. They've lost my business for sure due to this incident and many others.
Thursday, November 19, 2009
at 9:54:31 AM
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Snowsurfer says...
Oh please, what a lame hit story by the Herald, I am sure Slaff said far more than just "I said, 'No, I'm just upset and wanted to talk to someone,'" to get a reaction like this, I would bet money she called DMR many times and was abusive to staff to get her pass revoked. I have lived in a lot of ski resort towns from Durango to Jackson Hole, Lake Tahoe, to Vail, and every one was the same, locals bashing the ski area exactly as the Durango locals do. Why didn't the Herald get DMR's side of the story????????
Thursday, November 19, 2009
at 9:53:54 AM
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Ski Bummed Out says...
Wow is my reaction. I mean seriously? Let's admit it for a Colorado resort it isn't like Purg is all that great, the point is you can jump in the car and ride up and get some turns in for the day. Is this really that surprising from DMR? I mean they are the only resort that doesn't offer a great deal for locals. Even if you buy early it is still over $500 for a pass! I agree, not many people can afford this in the first place. So why would you take a pass away from someone that is willing to pay the overpriced seasons pass?
In reference to Kim, yes of course we have jobs in Durango, in fact most people have 2 or sometimes more. That is why can go mid-week, and don't have to work the dreadful 8-5 like most people living elsewhere. Thus, skiing on the weekends may not workout, because we are working at our weekend job.
It's too bad that the resort had to come to this... if you don't want business, I guess we will indeed go somewhere else.
Thursday, November 19, 2009
at 9:50:30 AM
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Dustin says...
I will never think of DMR the same after this. That is the most unprofessional way to handle a minor issue that an individual (or small group) has with a business. I would say this is a PR nightmare. Shame on Durango Mountain Resort. I will not be visiting that mountain anymore.
Thursday, November 19, 2009
at 9:43:47 AM
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James says...
Maybe I read the article wrong, but I thought DMR did just what "anon" is saying they didn't:
Don't people READ the article??? This is "Anonymous'" quote:
"The right course of action would have been to simply address her concerns, explain why they make the decision's that they did and offer her a refund if she wanted one."
This is what DMR did!!!
'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'
Read the whole article folks and stop suggesting a non-local rich off of some frivolous law-suit. Where were all you guys talking up freedom of speach when our past or present leadership goes after people who question their actions?
Thursday, November 19, 2009
at 9:39:50 AM
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Gern Pearson says...
Amazing in this economy that DMR would not be interested or take note of someones constructive criticism. It certainly appears by Derck's letter that Durango must have all the business it needs for the season, and doesn't need anymore business from out of towners or locals. A matter of someones opinion is by no grounds a means to punish them for their opinion. I guess unless we discuss DMR in ONLY a positive manner they might do the same to anyone else that is offering a solution. Althought his letter stated that this will give more out of towners the option to ski, let's not forget the locals, who are losing out on precious ski time, and don't want to deal with the hordes of out of towners on the weekends. You remember the locals right? The folks that spend their majority of time and money in Durango? We have traveled from Michigan every year to ski in the winter, and vacation for at least two weeks in the summer. Unfortunately, our love for this community will be without us this year. Shame on you Mr.Dercks!!!!
Thursday, November 19, 2009
at 9:39:21 AM
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Purg for life says...
Don't like Purgatory?
Go ahead take your business somewhere else.
The fewer complaining self-entitled so called "local" skiers/riders on the hill the shorter the lift lines and greater number of fresh turns for for the rest of us.
Thursday, November 19, 2009
at 9:32:38 AM
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David says...
Shane, which is it??
it is not made explicit in DMR's season pass holder agreement that the ski area reserves the right to exclude service to anyone at any time.
Passes also can be revoked if a pass holder damages DMR's property or is "a nuisance to other guests and/or Durango Mountain Resort staff," the pass holder agreement says.
If this article causes significant profit losses for DMR and everything in it wasn't completely correct, is that slander? There seems to be a lot of "drama" sewn into this piece.
I applaud DMR for bringing 800 jobs to Durango.
Thursday, November 19, 2009
at 9:28:34 AM
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New to town says...
As a new resident of Durango, I am completely appalled at DMR's treatment of Slaff. Executive behavior was inappropriate, unprofessional, arrogant, and illustrates DMRs complete management incompetence. Let's say worst case scenario, this woman was rude and came across as completely nuts. Well, DMR execs welcome to your role as a "SERVICE" industry. I suggest that perhaps executives take a trip outside of Durango to get a reality check. Big fish, little pond syndrome is rarely works well in the long-run. I have found Durango to be an open and supportive community that is constantly working to better the community. It is a pity that management at DMR doesnt have the same ethic. Youll forgive me if I withhold my name. Im afraid that Senator McCarthy up there would retaliate.
Thursday, November 19, 2009
at 9:26:24 AM
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aaron says...
James, the difference between DMR and the local retailers who don't appreciate locals is that DMR uses PUBLIC lands. As such, considering they lease the land from the government, the First Amendment may be implicated. Of course, the First Amendment does not apply to local retailers, but only to government actions. Thus, she may have a possible First Amendment claim.
Thursday, November 19, 2009
at 9:24:23 AM
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Ski Bummer says...
Wow, this is absolutely insane. The lift, ski school, and grooming staff have consistently provided great service. The food quality, food service, and pricing are horrible. The ski experience at Pushatory is good, but not exceptional. How can management be so rude to a customer? All involved at DMR should receive HR reprimands and termination should be considered. If one of my employees handled a customer situation so poorly, it would be grounds for dismisal. What type of senior leadership message is being sent to the 800 person staff? In this economy I bet there are some very qualified executives available to guide Purgatory to improved levels of customer service -- directly impacting revenue and profit growth.
Thursday, November 19, 2009
at 9:23:43 AM
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Kim says...
If DMR was just to be open on the weekends doesn't sound like its catering towards the tourists since they don't only travel on the weekends. I would think that most locals would be at work during the week anyway. Do you people not have jobs?
Thursday, November 19, 2009
at 9:03:34 AM
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Telluride, Here We Come says...
So Mr. Derck feels Ms. Slaff's comments caused "concern and confusion"? Causing genuine concern and confusion to me is DMR's decision to revoke someone's pass for merely expressing an opinion, regardless of whether that opinion is right or wrong--what an overreaction on the ski area's part. Management reacted like an insecure bully and, in the process, did nothing to enhance DMR's image or overcome the pervasive perception that they don't have too much use for locals.
For the last couple of years my family has debated whether to skip buying DMR season passes and instead spend more of our future ski time and money on the great terrain to be found at Telluride and Wolf Creek. DMR's management just made that one easier.
Thursday, November 19, 2009
at 9:00:36 AM
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anonymous says...
i smell a law suit.
The right to freedom of speech is recognized as a human right under Article 19 of the Universal Declaration of Human Rights and recognized in international human rights law in the International Covenant on Civil and Political Rights (ICCPR). The ICCPR recognizes the right to freedom of speech as "the right to hold opinions without interference. Everyone shall have the right to freedom of expression".
Thursday, November 19, 2009
at 8:58:18 AM
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Bill says...
I've been saying for many years that DMR (aka Purgatory) could not care less about locals. Here is just another example. Once again I will look forward to spending my money out at Wolf Creek and enjoying their superior conditions. Let's just hope it's a real dry year for DMR. Maybe all of their plastic base-area glitter will keep the wealthy tourists coming.
Thursday, November 19, 2009
at 8:55:38 AM
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Vanessa says...
Oh please, with the economy as it is this Lauren should be happy she can still afford a season pass, which is not the case for her fellow "locals". If you can call being here for 2 1/2 years a local, as a born and bred Durangotang, I cannot. Tourists, like she once was, have been the bread and butter of this dear Durango. It's people like her, who move here from out of state and expect to be catered to as a local, that are making this town anything but tourist friendly. Get over yourself and go ski somewhere else!
Thursday, November 19, 2009
at 8:54:40 AM
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Anonymous - Obviously dissent is not welcome! says...
I agree with James, Steve and Jay that DMR has the right to make business decisions that affect their profitability and overall ability to operate as a business. That isn't the issue. The issue lies in how they treated customer that has equally as much right to voice her opinion as DMR has to make their business decisions, especially when the decision was made after she purchased her pass. No one is claiming that DMR should have simply changed their policies simply because of a customer complaint but this is still America - a country founded on the right to dissent and express ourselves. If I eat at a restaurant and my food is undercooked, should my right to eat at their establishment then be permanently revoked if I ask that it is cooked to my satisfaction?
Ms. Slaff's statement of dissatisfaction in no way represents slander or libel. The right course of action would have been to simply address her concerns, explain why they make the decision's that they did and offer her a refund if she wanted one. This is clearly a representation of management getting their feelings hurt and reacting like a child - push me and I'll push you back. The management at DMR has the responsibility to take higher ground and remain professional and this is definitely an unprofessional move. Do the right thing DMR!
Thursday, November 19, 2009
at 8:50:06 AM
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larry says...
I just asked DMR for a complete refund; I am boycotting them until they apologize and make things right.
Thursday, November 19, 2009
at 8:48:31 AM
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Bo says...
Sounds like it is time to get rid of the DMR chiefs and get a new fresh crew in there
Thursday, November 19, 2009
at 8:45:50 AM
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ck says...
My five year old acts with more grace and civility than DMR. Sounds like DMR is in full blown tantrum-mode!!! Give me a break!! The right thing to do is listen to your customers complaints/concerns and try to explain your rationale for adjusting the ski days, and then.do what you always dogive them a coupon for a free hot chocolate.NOT revoke their ski pass!! Thats what you did when my husband got stuck on lift 8 for several hours in a snow storm a few years ago!! Sounds like a Gorilla Marketing stunt if I have ever heard one!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Thursday, November 19, 2009
at 8:45:42 AM
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Veteran Shawna says...
DMR awfully defensive about a comment one of your loyal season pass holder's said. I believe you just violated the Freedom of speech ammendment. You should be sued! Also, need to cater to your locals more! Write this woman and the public an apology, Ski To-Hell-U-Ride aka Telluride or Wolf Creek!
Thursday, November 19, 2009
at 8:38:14 AM
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Freshly-anti-DMR says...
Wow its great to see so many comments here, most I've seen for any article. Can't help but notice that the vast majority are in favour of Lauren. I've been frustrated with DMR's overly uptight ways in the past and am now officially putting my money where my mouth is. I will also do all i can to slander DMR for all whom will listen, especially 'out of towners' looking for a pleasant place to ski because we all know they won't find it at DMR who is steadily regressing purgatory, forever denying locals acess to any place remotely like heaven.
Thursday, November 19, 2009
at 8:28:36 AM
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James says...
Aaron had a great point as well as did Steve. However, Aaron, Why bring the lawyers into it? Here's someone who's been here for 2.5 years. Wow! I'm a lifer and I have a lot more concern and gripe concerning local retailers who provide all of our life sustaining products but don't give the locals a break than I do with a company that provides pure entertainment. There's that old phrase I hate because it is true: "If you wanna play, you gotta pay." Like many others have said. If you don't like DMR/Purg, ski somewhere else. I for one will still ski there. They have done no wrong here. The word "revoked" is being over emphasised here. There's obviously a lot of this story that wasn't printed here. She may have expressed her desire NOT to ski at Purg, Consequenlty, DMR kindly refunded her money and THEN revoked the pass. This is just a hypothetical but probable.
Thursday, November 19, 2009
at 8:25:25 AM
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Julie says...
DMR's actions are vindictive and petty! Gee, what a way to send a message to your customers - "How dare you question anything we do, you peons. We are the great, almighty DMR." I'm shaking in my boots that DMR is going to revoke my season pass for posting this comment! I have no intention of spending another dime with DMR since the only way to send a message back to them is to have it affect them financially. In these economic times, they are simply being stupid. You would think they would value every single customer, but it is obvious they only value customers that bow to the almighty DMR.
Thursday, November 19, 2009
at 8:23:56 AM
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Dean says...
We are loosing our jobs in Michigan and you are crying about season ski passes. Colorado is lucky to have a great ski industry, just like we had the automotive industry. I quit skiing the Summit county resorts because of the greed and over development. Is DMR going the same way? Take your skiing away and watch your housing prices drop through the floor. Eliminate all the discount season, college, senior passes and charge one low price to cover your operating expenses + 1-2% for future growth. This is public land we all should be able to afford to use it. Sell the lady her pass back, she has the right to free speech. Buy American and stop being greedy.
Thursday, November 19, 2009
at 8:17:39 AM
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Chaz says...
DMR sucks. Mountains sucks. Parking sucks. Customer service sucks. Too expensive. go to telle or wolf.
Thursday, November 19, 2009
at 8:15:09 AM
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New Wolf Creek Season Pass Holder says...
Thanks for helping me decide, Purg! Your customers deserve much more respect than this.
Thursday, November 19, 2009
at 8:07:24 AM
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charleroi says...
I think this is more entertaining than consequential. I would love to have been at the "meeting with our management team and determined that it would be best if we part ways." I can imagine the conversation and debate, and it is hilarious. Here's a sample: "OK, it's pretty clear she won't be skiing here very much, so she won't add to our costs. But let's reduce our revenue by $539 by refunding her pass."
Thursday, November 19, 2009
at 8:01:03 AM
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Milton says...
Surprising move by DMR, I have lived in the area for five years and it seems every winter I hear locals talk about how DMR just caters to tourists. If my pass was refunded because I complained about some of the resorts policys I would be furious... Yet another reason to ski Wolf Creek or Telluride.......
Thursday, November 19, 2009
at 7:57:39 AM
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County Taxpayer says...
Dissent will not be tolerated under the new version of corporatism. Get used to it, Amerika.
Thursday, November 19, 2009
at 7:57:13 AM
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aaron says...
She merely expressed an opinion which in no way rises to the level of slander. Considering that DMR is using National Forest land for their operations, there is some support in law for the proposition that they can't discriminate against her based on her opinions. If DMR were wholly private, of course they could, but when they are using land that belongs to all of us, it is inequitable. I suggest that she hire an attoreny.
Thursday, November 19, 2009
at 7:54:14 AM
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Dee says...
Concern & confusion...maybe on DMR's part, remember customer service? I bet if it were out of towners with a condo up there, not a local with a 'early' bought discount pass this would have been handled differently! DMR is overpriced for what it is and they treat local skiers and employees badly...ever wonder why they have to 'import' most of their staff from South America??
Thursday, November 19, 2009
at 7:43:07 AM
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No Name... I don't want my pass revoked says...
Hey Gary Derck, Great PR move! And you wonder why locals are critical of your operation. Give the girl her pass back and issue a public apology.
Thursday, November 19, 2009
at 7:42:29 AM
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Dennis McCoy says...
Seems to me she bought the pass then Purgatory ( there is no DMR ) made
up their own interpretation of the rules....Get used to the so called money
people dictating to you what you can say and do.....If I remember correctly they only own eleven acres of land..They (Purgatory ) then dictate what goes on with the other property....Wait until they get control of the Hermosa land exchange.....And wait until the Baptist bible belt skiers complain about 15$
hamburgers at the Area...See you up on Coalbank ,,no restrictions ever.
Thursday, November 19, 2009
at 7:38:09 AM
Suggest removal
Lyn says...
Bad PR on Purg's part to cancel Ms. Slaf's pass for expressing her dissatisfaction with their weekday schedule. But thanks to her _-- and to the Purg management staff for creating a news-worthy item for the Durango Herald -- for giving me the heads up not to travel to Durango for spring skiing. I'll spend the extra few bucks to stay in Telluride instead.
--Yearly visitor from New Hampshire
Thursday, November 19, 2009
at 7:34:04 AM
Suggest removal
Julie says...
This looks bad for DMR. It sounds like it was simply a misunderstanding and that DMR's actions to revoke her season pass indicate that they do not value their customers.
Thursday, November 19, 2009
at 7:33:00 AM
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Steve says...
And, one more thing, DMR has even stated that if the snow conditions warrant it, they'll be open 7 days a week. What more does this woman want!!!
" DMR's opening and closing will rely heavily on Mother Nature. If snow is lacking during the early season, DMR will attempt to open on weekends - Friday, Saturday and Sunday - for the first three weekends, from Nov. 27-29, Dec. 4-6, and Dec. 11-13. But if snow conditions allow it, DMR will open seven days a week from the season's start.
And weather permitting, DMR plans to stay open through April this year, but in the late season only on weekends - Friday, Saturday and Sunday.
DMR said it will honor weekday pass holders during weekend-only offerings. "
Thursday, November 19, 2009
at 7:31:06 AM
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Steve says...
This is not about DMR soliciting feedback from the locals. This is about an individual, upset with DMR's change in policy, publicly criticizing the resort. If she doesn't like the policy, don't buy a pass. There are lots of other ski areas. The fact is that DMR is extending the number of days the resort is open. I used to hear a lot of criticism that the resort closes too early. Well, they changed that policy. It seems to me that, in fact, DMR IS listening to its critics and changing policy. And, to support what James said, like it or not, DMR is a business and they are entitled to earn a profit. If that means having to be closed 4 days a week at the beginning and end of the season, so be it. Skiing is a discretionary event and if the reason she moved to Durango was 'largely' because of DMR, perhaps she should have been a bit more diligent in thinking of what could be. What if we don't get snow? Will she move back to New York?
Thursday, November 19, 2009
at 7:16:29 AM
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Ryan Heaney says...
One more reason to live closer to Telluride. I wonder what Laurens attitude was like when she called? Was it one that would get a positive response from any business? Stay positive and ski Telluride more!
Thursday, November 19, 2009
at 6:51:52 AM
Suggest removal
Patrick Leonetti says...
DMR does not have the terrain nor the snow to charge what they do for a season pass. Lauren had a legitimate concern with the price she paid for that pass and the limited number of days she could ski. I am shocked at their customer service in this economy! I will hope that more locals will refuse to by passes next year so they can see what it feels like without our support. I have lived here for five years and have not returned since my first season because it is a BIG FAT RIPOFF!
Thursday, November 19, 2009
at 6:49:27 AM
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James says...
I thought the first part of the article made it very clear that DMR revoked the pass and parted ways as a result of comments made by Lauren that were confusing the public which can have the same effect as slander or being a nuisance. It wasn't because of her opinion, it was the damage as a result of her claims. If DMR can't make money on certain days during the season I DO NOT think they are obligated to stay open on those days for anyone. You people work for a living right? A company has to turn a profit to pay their employees and stay in business, the economy has had a rough time the past year and now you want to gripe because DMR is tightening thier belt a little bit as a result? WOW!
Thursday, November 19, 2009
at 6:33:19 AM
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Jay says...
Lauren was fired as a customer. Skiing is not a human right, so, find a new place to ski, pay-as-you-go, or find a new hobby.
Thursday, November 19, 2009
at 6:30:22 AM
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Scott Williams says...
I'm officially and hereby criticising the policies of the IRS in hopes that their they invoke the "Purgatory Plan" regarding me 'membership'.
Scott Williams
Thursday, November 19, 2009
at 5:52:09 AM
Suggest removal
Steve Damron says...
I wanted to voice my support for Lauren. Seems like a legitimate concern on her part and super lame action by DMR. Bottom line is DMR is a business and can do what they want (especially if they are on the financial edge) but you would think they would welcome feed back from locals. The source of a lot of local peoples' feelings are based on experiences with other resorts and their priorities - and that is - it is always been a priority (Alta, snowbird, telluride, wolf creek, powder mountain, taos) to open up terrain as soon as possible and to not "save" it, like last year DMR's pre-holidy slow backside opening, or saving powder for a Saturday crowd. It is just not what life long skiers are used to.