Silverton Lakes RV Resort

I recently had the unfortunate experience of being exposed to two individuals who tested positive for COVID-19 in Pitkin Colorado. I notified management at Silverton Lakes RV Resort and explained the situation to them.

I explained to them that according to CDC guidance, once exposed to COVID-19, one is expected to self-quarantine for 14 days. That being said, I notified management that I would be unable to check in to my dry cabin on August 1st, 2021 and asked for a refund, as an exception to policy. Oddly enough, one of their employees said she had never dealt with this before and suggested I check in to my cabin anyway.

I explained to her that I would not do this because of the requirement to self-quarantine and protect against the possible spread of COVID-19. I pointed out that since I had a reservation for a "dry cabin" at their resort for for 6 days, I would still be required to utilize their common areas for showers, daily hygiene, and the bathrooms and this would certainly place other guests at risk.

I asked for an exception to policy on refunding me my $541 for the 6 days, and received written notification from staff saying that the "owner is asking that you send us a certified diagnosis from your Doctor on their letterhead showing you have tested positive for Covid 19. Please email this document to us asap so we can use it in reviewing your request."

I wrote back and explained I have not tested positive for COVID-19 but was exposed to two people who did test positive for COVID at a hotel which I explained the first time. Additionally, I provided them the name of the hotel, dates of my exposure, and recommended they contact management to confirm this as needed. Silverton Lake RV Resort's written response was to provide a letter from my doctor showing I tested positive for COVID which is completely oblivious to the fact that I reported "exposure to two people who tested positive" but have not yet developed COVID.

It fails to acknowledge or recognize that regardless if I have tested positive or not, CDC guidance requires that I go into quarantine for up to 14 days to avoid possible exposure to other guests at the Silverton Lake RV Resort.

Regrettably, out of their own self-interests, management has chosen to act in an irresponsible manner that fails to consider the health and welfare of other guests and the Silverton community at large. I have no idea what sense it makes to suggest I go ahead and check into my cabin.....or to threaten to refuse a refund because I am trying to avoid exposing other guests to COVID-19. There is an exception to every policy to allow for mitigating circumstances that a blanket policy cannot possibly address 100% of the time.

I would urge management to reconsider how they handle refunds pertaining to individuals who have been exposed to COVID-19, and swiftly adopt policies and procedures that are in the best interests of all guests and not just financially based. If your criteria for issuing a refund is that someone must test positive for COVID-19 as your team has suggested by asking for a doctors note saying so, yet fails to do the same for guests who have been exposed to COVID and are required to self-quarantine to avoid contaminating your facilities, then you've missed the intent of CDC's guidance, and the larger issue of protecting your guests against the spread of a virus.

Strongly suggest you and your entire staff review CDC guidance for those exposed to COVID-19, regardless if tested positive or not: The best way to protect yourself and others is to stay home for 14 days if you think youve been exposed to someone who has COVID-19.

I would encourage other guests to pay close attention to this and similar issues associated with this resort where management gets angry and attempts to strong-arm guests into complying with their strict no refund policies. Of note, management finally agreed to process my refund as I was writing this review, with the warm and welcoming email comment of "Your threats are unappreciated, but guess that is how you deal. Refund has been processed."

Good thing a refund was provided, although not without pressure from your guest to do the right thing.

Next step was litigation followed by a formal written complaint with the BBB; a letter to the CDC detailing unsafe business practices of suggesting guests continue to check in even after COVID exposure; contacting local news agencies to share my story and experience in dealing with Silverton Lake RV Resort management and staff who threatened to refuse a refund for self-quarantine reasons if a letter was not provided by my doctor stating I tested positive for COVID-19; concluded by multiple reviews on social media sites sharing this experience. If you view those as threats as your email suggests, next time reconsider how you treat your guests before they feel you have left them without further recourse!