Began w/ fouled up reservations. She asked if we booked w/ TA, and without apologizing, said that reservations do get fouled up with them. (?) We then rented bikes w/ them. Would’ve been nice if they’d given a better than 15 percent discount, since we had to wait several hours to take raft trip. The trips are well organized, the staff is efficient and for the most part, very friendly. Spencer’s bad body odor was unfortunate. The river was low, and the rafting not too exciting. Lots of time wasted, w/ guides goofing off, and such, but that’s because it’s not a long enough route for the to last for 3 plus hours. Disappointing. Nothing other than family tour offered this summer, so we booked. Won’t do that again. We are pretty old and don’t raft but every other year or so, and this was a snoozer.
Réponse de l'hôte
Aug 2020
I very much want our guests to know that they can and should bring up any issues immediately so that we can make them right. Guests don't have to worry about a scene or hide behind a review, after all, you are our guests! We are honored to have you. We became the top rated outfitter in southwest Colorado and a TripAdvisor 2020 Travelers Choice Winner - a top 10% world wide award, by being the best in customer service. The old adage, "the customer is always right" lives on at Mountain Waters!
The river can get quite low some years which is why we make sure to contact each of our guests ahead of time so they can change or cancel their reservation with zero penalty. The record shows you received and opened that email. You also changed your reservation time (another email you received and opened) but showed up at the wrong time nonetheless with an old confirmation from TripAdvisor, hence the foul up. Most people are appreciative of a discount. And yes, it is unfortunate that people doing physical labor in the sun all day can work up a sweat.
Perhaps I am a bit defensive of my team here, but that is because they are excellent and we are proud of them. We are human and can and will make mistakes and welcome any and all suggestions for improvement. What we instruct our staff to do is look for solutions instead of simply complaining. That is helpful.
Thank you.