Our tour was unfortunately cut short because we were positioned behind a family with 4 small children (ages approximately 12 and younger). We waited more than 45 minutes at the top waiting for the family to complete their descent before our guides could set up. In hindsight, it is easy to say that we should have skipped the canyon and just gone to the next one. Each repel was further lengthened because the family took significantly longer than normal with the younger children. We sat and waited about 30- 45 minutes before each successive repel, then another 30-45 minutes, then another 30-45 minutes, etc. One of our guides even tried to help set up the other groupās equipment to help expedite. By the time we were done, our guides were booked for another tour and could not finish (go to the next canyon, upper canyon) and we did not have time for us to eat lunch because we had to get the guides back for their other tour. We went back to the office, and I discussed with the manager, Lexi Jones, who initially responded that we had been gone for 6 hours. She said she would talk to our guides who verified what happened. Eventually, Lexi provider a token refund (our tip to the guides was more because our guides were professional and five stars with their services). While, Lexi invited us to come back for another canyon, they didnāt have availability and said she would call if anything opened (it didnāt). It was a bittersweet experience because we enjoyed the canyoneering but this company did not professionally manage the customer experience and should have a policy that would have allowed our group to skip the slower group so we didnāt miss out. Before booking with EZE, I strongly that you ask how they will handle if something similar happens to your group. And, I hope EZE reviews how they handle groups who are stopped from having the full experience due to a group in front of them.
Response from Host
Jun 2021
Hi,
Thanks for leaving us a review. We are sad to hear that the tour didnāt go as expected for you. We strive on ensuring all guests have amazing time as you can see from all our other reviews from our tours. We never know how long other groups using the canyon are going to take. It is unfortunate that you had to wait on the first rappel and the last rappel. When you got back from the tour and made us aware that you felt like you didnāt get the whole tour we immediately told you that one of your guides could take you back out and take you to another canyon. You said that your group was tired and didnāt want to do this. Because you refused this we then offered you a partial refund because even though you received the full tour you were still not satisfied. We tried to see if we could add your son the next day on a different tour but we were completely booked. We will always do everything in our power to try to make all guests have the trip of a lifetime. We are sorry that we were unable to do so with your group.