While it is unfortunate that one of our guests allegedly had this experience during his stay at Rivergreen, and we certainly empathize with his loss, this is in no way a common occurrence and we deny having a theft problem. We are located in an area where safety and security are still prevalent and our clientele are decent, honest people.

It is common practice for most ski-oriented resorts to prohibit bringing equipment to rooms due to the damage it can cause. Rivergreen’s ski storage room is a self-store, at- your-own-risk facility which is secured against entry overnight, but is available for guests to use freely during hours of operation. Signage indicates that there is no liability for loss, and guests are certainly free to secure their equipment in their vehicles if they are uncomfortable with this method / arrangement.

If our customer service was lacking in response to this incident, an apology was made to this guest and the situation addressed with staff. While all subsequent attempts to proceed with theft reports or lost & found inquiries were declined by this guest as fruitless, we were repeatedly informed that if we did not make financial restitution in the form of a complete refund or complimentary stay equal to the value of the missing item, that we would be held hostage to unfavorable online reviews. We chose to allow the reviews to be posted as we have a solid reputation with our loyal customer base and we know that that will shine / show / come through in the many favorable comments posted on this site.

In short, responding to threatening emails and providing financial compensation for something that was allegedly stolen would set a dangerous precedent for any business, and is not something that we are interested or prepared to take part in.