Sometimes, the clearest measure of our success isn’t found in a score or survey but in the stories our guests carry home with them. Earlier this year, we received a heartfelt letter from the parents of a young camper named Toba, describing the lasting impact one of our instructors, Lilly Remondi, had on their daughter during their January visit.

Lilly didn’t just teach Toba how to ski. She helped her believe in herself. Through encouragement, reassurance, and steadfast belief, Lilly gave Toba something far more meaningful than improved technique: confidence. Weeks after returning home, Toba was still repeating Lilly’s words to her grandparents: “The only thing holding you back is your mind. You can do this!” That message stuck, not just because it was said, but because Lilly lived it. She created a space where Toba felt safe to try, supported enough to stretch, and strong enough to succeed. That kind of trust, once built, can change the way a child sees themselves.

This is Net Promoter Score at its very best. A guest experience so powerful that it turns into a story, a memory, and a reason to return. The family shared that Toba is already counting down to their next visit, and hoping it lines up with Lilly again. That’s loyalty built not by transactions, but by genuine human connection.

Lilly, congratulations on this well-earned recognition. Thank you for representing the very best of who we are and why what we do matters so much. You made a lasting difference in a young guest’s life, and we couldn’t be prouder.