We were extremely disappointed in our experience at East Zion Adventure. We were super excited to go horseback riding. In the confirmation email, they explicitly state to get there 15 minutes early. And in the follow up email they mentioned it again. We were staying an hour away so we gave ourselves extra time and got there about 20 minutes early. We checked in with someone at the desk who looked like he just ended a jeep tour. He seemed disorganized, said we were early a bit early but could wait for the wrangler by the horses. We waited for over 30 minutes, no one showed up (this is now after the tour was already supposed to start). We went back to the desk but no one was there. So we went to the hotel desk (East Zion Adventures is in the same location as the Ponderosa Ranch) where the attendant radioed the wrangler. The wrangler responded that she was taking a long lunch break and would be back in 20 minutes if we still wanted to do the tour. Seriously?! You’re going to show up an hour late to a paid appointment because you felt like taking a long lunch break?! Unacceptable. You might be thinking “oh maybe the wrangler didn’t realize she had a 2:30 appointment”. Nope. We saw the appointment written on her whiteboard at the office near the horses. She just didn’t care.
We decided not to do the tour and we were able to get a complete refund, but I would never recommend this company to anyone and urge anyone that is not staying near the location to seriously reconsider. They do not care about your time or experience.
Réponse de l'hôte
May 2021
We are sorry to hear that you had an unacceptable experience while waiting for a horseback ride you ultimately were never able to take. We are also sorry that you felt like the business as a whole did not value your time or wish to provide you with a quality experience. We strive each day to give people the best adventures we can offer. We are familiar with your specific incident and recognize that guides should never sacrifice guest experience for non-essential personal needs. This guide has been dealt with appropriately and all remaining guides know that one of their highest priorities is ensuring guest satisfaction.