I will start by saying that I take reviews seriously. As a reader, reviews help me to gauge whether something is a good fit for our family. As a writer, I seek to give praise where it is deserved, and provide honest feedback where it is needed, so others can gauge for themselves if something is a good fit for them. I donāt write or post negative reviews unless I think itās absolutely necessary. I understand that life and mistakes happen, and that negative reviews can have a big impact on a business, especially a small one. Unfortunately, this is one of those rare times where a negative review is warranted.
My husband and I have been to Vegas several times, have done all the regular touristy things, and decided to try something new this time around. We looked at several options and, although we had never kayaked before, settled on a full-day kayak trip. No experience was necessary, and it sounded beautiful. Since this was the only company that had openings, we booked with them. The only information we had about the trip was the information in the Viator description. We had very little expectations going in, and Iām glad. We ended up being very disappointed, but probably would have been furious if we had had known any better.
PROS:
- The scenery was BEAUTIFUL! We even saw a few animals!
- Kayaking was easier than we expected.
CONS:
- Everything else.
The initial meeting location is a common area for all of the kayak companies. We arrived at the location early, so we watched from a distance as other companies fitted their guests with life jackets, picked out kayaks and gave formal instructions/guidance on how to kayak and what to expect during their trip. Questions were welcomed and answered. Each company had multiple, professional looking and sounding staff members and the communication between staff and guests seemed great.
Then our company arrived. Since this was our first time kayaking (and our tour guide knew it), and the Viator description said the trip accommodated all skill levels (including beginner), AND we had just watched other companies thoroughly prepare their guests, we expected our company would run through a similar procedure, offering a little instruction and guidance. We got almost nothing. From the very start, our kayak trip/experience felt very unprofessional and seemed āthrown together.ā Staff arrived at different times, didnāt stick together, were not easily identifiable and were sparse. We got sent between different staff members to check in, fill out papers, ask questions, etc. No big deal except trying to figure out who was with the company wasnāt easy, and then one hand didnāt seem to know what the other hand was doing. We waited and waited in the hot parking lot for our trip to begin, with no communication as to what we were waiting for and how long we would be waiting. Finally, someone told us āallā (there were a whopping 6 guests total in our group) to get in the companyās van, which we did. We rode in the van as the driver and tour guide talked amongst themselves, again not letting us know where we were headed, how long it would take, what to expect, etc. The ride was relatively short and painless, we just felt clueless. When we arrived at our launch site, we were each thrown life jackets and told to tighten them to fit. We were then called over to the van, given a kayak, told to carry it ādown thereā and get in the water. My husband and I used a double kayak and THANK GOODNESS we did ā a single kayak would have been impossible to carry myself! Even with my husband carrying most of the load, we struggled to get the double kayak to water. And staff did not once offer to help. (Iām sure experienced kayakers already know how heavy a kayak is, but we had no idea and Iām sure others donāt either.) Once down by the water, we loaded into our kayaks and waited for further instruction. Instead, our tour guide just took off! The other 4 people in our group had kayaked before, and my husband is athletic and a quick learner so he learned very quickly how to get around in the kayak and keep up with the tour guide, but again, if it had just been me, it would have been a terrible situation.
We progressed through our kayak trip much the same way it started ā blindly. We never did learn our tour guideās name. When he talked, it was about himself. When we kayaked, he went off and explored on his own. At one point he asked someone in our group to hold his kayak while he went snorkeling! When we stopped at a location, he again did his own thing. The ONLY time we got information was when we asked the tour guide ourselves, and then he was annoyed and impatient. We had no idea how many miles we had kayaked, how long our trip would be, what stops were going to happen, when to expect snacks and lunch ā NOTHING! We did have a snack (banana and granola bar) mid-morning and that was fine. We were supposed to stop at a sandy beach for lunch, but our tour guide felt it was too crowded (it wasnāt) so he took us further down the river to a rocky location to eat. It was uncomfortable and ālunchā was a smooshed sandwich. If we wanted drinking water, we had to ask. Almost our entire trip, we watched as other talkative and knowledgeable tour guides navigated their groups, played music and encouraged loads of fun with water guns and other activities. Toward the end of our trip we passed by the Emerald Cave. If you read the Viator description, you are led to believe this is a part of your trip (āHighligths āŖ Sauna Cave āŖ Relax in Hot Springs āŖ Enjoy stunning waterfalls āŖ See amazing desert wildlife āŖ Historical site āŖ Sparkling Emerald Cave ā¦.ā). That is not the case. When we asked about the Emerald Cave, our tour guide said it was too crowded, so we passed right by. And then waited idly in the water for at least a half hour so our tour guide could get ājust the right pictureā of the other 4 guests (a family) before going moving on.
While we very much enjoyed the scenery, that only goes so far. By the end of the trip, my husband and I were bored and disappointed, and completely ready for it to end. So were the other people in our group. We had no idea where āthe endā even was so we followed kayakers from other companies to find our way. Once onshore, staff loaded the kayaks, took the life jackets and told us to walk to the marina, enjoy a beer, and meet in the parking lot. By the time we got to the marina and bought a beer, the company was ready to leave. We all had to dump our drinks, load up and head back. As before, staff on the van really only conversed with themselves. Back at the meeting location, the tour guide asked for our phone numbers so he could send us the pictures he took and then kind of just hung around waiting for a tip. We gave a small tip and left, relieved to be done.
As I said before, we understand life happens and people have off-days. One or two of these issues would have easily been tolerated. But when the issues comprise of your entire experience, thatās a different story. While we may decide to kayak again at some point, it will NEVER be with this company. Ever. We hope they will read this review and choose to learn and improve.