I noticed on Yelp that there were some complaints about problems with booking and guides not showing up. If that happens, are we able to get a refund?
Courtney W. asked on Dec 26, 2012
Hello Courtney, Thank you for your question and I'd be happy to elaborate. The comments shown on Yelp are not a good representation of the business and for some reason all of the positive reviews have been filtered. We had a family emergency immediately before a morning ride back in September of this year. Some of the comments on Yelp are from this group. We unfortunately were not in a position to contact them prior to the ride and thus created understandable frustration. Should anything in the future prevent us from taking out a ride we would always do our best to give as much notice as possible to cancel the ride. Additionally, we would offer free rides or upgrades to the affected groups...as we did for the group affected by the event that occurred last September. We strongly encourage all of our customers to make their reservations online using our reservation system as it is available 24/7. Customers are asked to ensure their contact information is accurate in our system so they receive their booking confirmation as well as the reminder emails. We also ask that people text us if they have difficulties finding the trailhead as we typically don't answer our phones while out with other rides due to safety reasons. In a nutshell, we would make every reasonable effort to make good on anything negative that may occur. Thank you and we hope to see you in the future! Kelly
Equine E. from Merchant replied on Dec 27, 2012