I did horseback riding my two kids and friends (one mom+2kids).
1. We asked tour guide to arrange us in 2 groups in order, so we could better take care kids and take picture. However, the tour guide refused and did not allow us to change riding order.
2. My daughter, who is 12, had a hard to ride perfect straight. The tour guide gave me a warning said if she could not ride perfectly straight, she would be kicked out.
After warning, she was nervous and frightened all the rest of trip. And at a bifurcation, the tour guide told me that she had to end the rest of trip because of she could not make it. ļ¼From all my picture takenļ¼ she was sitting there straight.ļ¼
And I also need to end the tripļ¼ because she is a minor. I tried to ask for another chanceļ¼ but the tour guide said we already gave her warning.
Thusļ¼ we wasted 30 minutes horseriding and ended earlier.
My girl was frightened and cried. This totally ruined the trip.
Response from Host
Dec 2024
Aloha. We are very sorry to hear about your experience with our Horseback Walking Tour. What you've described does not meet our Ho`okipa (hospitality) service standards. We will be sharing your feedback with the department manager to look into further and follow up with the appropriate corrective actions. Thank you for taking the time to provide us with your feedback, so that we are able to make the necessary improvements, and please accept our sincerest apology. Mahalo.