They approved my request for a service animal a month ago, he took be in the bus, after he said “no, it’s not ok” and he STOPPED THE BUS A KICKED ME OUT ON THE ROAD!!!
I have a very very small dog attached to me under the jacket, dog is trained and super calm. But he started saying that it’s not allowed, so why did you take me on the bus???
The tour guide is the worst person in this country. He approved my tour! And He left me on the road!!!! He has no rights to work in this industry
Response from Host
Jan 2025
Thank you for sharing your concerns. I’d like to address the situation and provide some clarity.
First, I want to express that we take all guest experiences seriously and strive to provide exceptional service. Regarding your specific situation:
* Service Animal Policy: It is important to clarify that the Matanuska Glacier has a strict policy that prohibits dogs, including service animals, from being on the glacier. This policy is enforced by the Glacier management, and as a tour operator, we must comply with their rules to maintain access to this incredible site for all guests. This restriction was communicated to you during our interactions.
* Communication: We did not approve a service animal for this tour. We contacted you multiple times before the tour via text and calls, yet the presence of your dog was never mentioned. This lack of communication made it impossible to address this issue prior to your arrival.
* Delayed Start: You were 40 minutes late for the tour, which understandably caused frustration among other guests who were waiting. Your decision to leave the tour came after this delay and upon being informed of the Glacier’s policy regarding dogs. You chose to walk the short distance back to your hotel rather than continue with the group.
* Professionalism: I did not “kick you out” of the tour. When it became clear that the Glacier's policy could not accommodate your situation and after hearing your concerns, you opted to end the tour early. We accommodated your decision as respectfully as possible under the circumstances.
We appreciate your feedback and will take it into consideration. However, it’s essential for all guests to understand and follow the policies in place to ensure a smooth and enjoyable experience for everyone. If you’d like to discuss this further, please don’t hesitate to reach out to us directly.