I first want to state that our pilot Spencer was wonderful in every way. He was very invested in our experience from start to finish, and my rating would be "excellent" if it only pertained to him. I'm being generous by saying "average," simply because I hate to reflect badly on him in any way.
I'm not sure if my complaint should be directed to TripAdvisor (who does not appear to have a way for me to contact them directly) or with the provider company Envi. The writer of this booking description did not prioritize the customer experience by providing accurate information.
My brother and I booked this tour as a Father's Day gift for our dad - planning that all 3 of us would enjoy the experience together. We were specifically seeking a helicopter ride, and booked this trip only because it was advertised as such. Although we were asked to give the weight of one person at booking, I couldn't find any information that stated a maximum weight for the group. When we arrived, our first surprise was that we could not all 3 be included in the ride. Spencer was great, and he figured out a way to allow us to book a second trip so we could still all participate, though this doubled our cost. The second surprise was that this was a plane tour instead of a helicopter tour.
Spencer did everything in his power to make this a fun outing for us, but he couldn't turn his plane into a helicopter and he had to charge us for the second trip. We made the best of a pretty disappointing and unexpectedly expensive situation, but we will not be trusting TripAdvisor descriptions in the future.
Response from Host
Jun 2021
Thank you for the review and the feedback! First, Spencer does do an incredible job from start to finish, as do all of our pilots.
Second, weāre sorry for the confusion and disappointment about this not being a helicopter. TripAdvisor sets the categories that our tours fall under, so unfortunately there isnāt a lot that we can do about that. As for weight restrictions, those are determined by aircraft type, and those limits are set by the manufacturer, and we will abide by those limits for safety no matter how inconvenient it may be.
All that being said, we will work with TripAdvisor/Viator to make the listings more clear in the future, but at the very least, weāre glad you had an enjoyable time flying with us, and again, thank you for the feedback.