they're pretty much clueless as to what they've gotten themselves into. they ran more than an hour late--on the first appointment of the day. of 5 horses, one was uppity and another wouldn't cross over a puddle. their trail was unworn and opened into desolate, felled land. they only had 4 saddles for the four customers' horses, of which only two were the traditional and novice-compatible western saddles. with over 300 groupons sold, they really need to grease their gears immediately. but the horses are beautiful, the people are friendly and helpful, and the experience was worth trying again in the fall in hopes that they've streamlined their process.