This was my 14th trip through the Gorge The first 12 with Clear Creek Rafting (they totally Rock) and my second with RGR. WORST EXPERIENCE EVER!!! First of all RGR is only interested in numbers and getting the most people in and out. They don't clean their gear and it has some funky B.O. And if you expect customer service...you can forget that. Jimmy the supposed owner didn't even care enough about my complaint to call me...maybe apologize...something...but NO!! And definitely don't bother requesting a certain guide...you probably won't get them!! But even after not getting my requested guide...I thought no biggie as long as I'm on the water. BOY WAS I WRONG!! I learned the guide can make or break a trip. Alan started our trip with telling us how the other companies on the river have poor and old equipment that is no longer good...and how bad the other guides are! I KNOW this is NOT true and those people he is trashing are MY friends. He DIDN'T however bother telling us about the beautiful gorge and it's history, rapids names, no mention of SKAGG The RIVER GOD, lions head, the incline train, nothing... but I do know his drinking habits old and new!! So we get back to the outpost and after I complain about spending $110 to listen to him trash my friends, I ask for a refund or another trip...but instead of that they tried to buy me off with $30 worth of food...I don't think so!!! Don't be a number go anywhere but here!!!
Response from Host
Sep 2021
Thank you for your review. After speaking to you in our office that day we understood there was an issue after you cautioned us repeatedly about writing a negative review - unless we gave you a refund or a free trip.
Out of concern, we contacted the other group from your raft that day. We asked them how their trip was and, they had nothing but positive feedback and left a positive online review for their guide. We were made aware that you in fact created uneasiness and tension on your boat - in particular when Alan went to set up safety for other rafts going down the most challenging rapid in The Royal Gorge. We have no apologies for our staff setting safety for other rafts and guests. Alan left your group in the safest spot, secured in an eddy, while he went to ensure his coworkers and the other guests made it safely down the rapid. We regret that you were upset with this and that you do not understand why this practice is valuable. This is more important than telling you stories that you wanted to be repeated to you.
To address the particular concerns you have brought to our attention:
1) Our gear is cleaned after every trip. It is washed, rinsed, and left to dry. Although, river gear is wet daily.
2) Regarding guide requests, We need those requests at least a day in advance, as our schedule is made 24 hours or multiple days before the trip. We told you this and you understood. But now you don't? Although if we can accommodate the request for any guest, we will.
3) You have slandered your guide personally; this is NOT ok. He was asked by his guests that appreciated the trip and the guide if he would like a drink after the trip. He commented that he doesn't drink. He does not. A sound choice if you ask us or any reasonable person. If you take a second to search his name you will see that he has 100's of 5-star reviews on TripAdvisor. Maybe he had an off day? To give you the benefit of the doubt but we do not believe that to be the case.
4) We highly recommend and encourage you to use the company of your choice. We have no hard feelings in that you will never return to RGR after understanding how harsh you were with the staff at the White Water Bar & Grill. After we were kind enough to offer you a complimentary meal of which we had no obligation to do so.
At the end of your trip, you came to the office yelling aloud about your guide and your trip, to the point where the office manager and other customers were concerned for you. To remedy the disturbance, we offered you a free meal, which you first refused, implying that the food was bad. After some thought, you came back and asked for the free meal, deciding to eat it, after all, and insisting to sit at one of our largest tables alone on a busy Saturday afternoon? Of course not! Our complimentary meal is just that: a free entree. Yet you demanded the waitstaff comp your drinks and appetizer as well, which we did and we are now scratching our heads as to why we did so. I believe we were trying to make the problem go away. The staff did so graciously, yet you continued to give the waitstaff a hard time and disrupted other customers by continuing on your tangent regarding your guide.
We have heard from you multiple times over the last few days, each conversation with you ending in a threat to post this review. We stand by our office staff, waitstaff, and your guide. When it comes to this situation: everything was done safely and in a great manner. Given the 5 star reviews, the other guests in your boat left Alan, we cannot stand by your review as truth.
We wish you well in your future rafting endeavors and we hope you get the narrative you already know so well.
All the best!