I booked a white water rafting trip on their website and received email confirmation of the activity for the next morning. I sent my kids to bed, super excited about the upcoming adventure. Then I receive a second email cancelling the trip. The company called and apologized about cancelling the trip and offered us a raft down the river later that day. I explained that it would be a burden on us since we had planned on leaving Durango later that day. I expressed my disappointment and that I was going to have several heartbroken kids. The individual I spoke to, said he would call in the morning and let me know if anything changed. He did call in the morning, but not only to tell me they couldn’t accommodate the origional trip I had received, but also to let me know they couldn’t take us on the trip they offered me later in the day. So the sort story is, they cancelled my origional reservation and then cancelled the later trip they had offered to make up for the cancellation. I would suggest looking elsewhere, if you’re traveling through Buena Vista, try Noahs’s ark, it was an excellent company and cheaper to boot.
Sincerely
Ответ от хоста
Aug 2018
Dear Myron,
We truly were disappointed you were not able to adventure with our company. When you booked your trip at 9:17 pm I reached out to you at 9:36 pm letting you know we could not take you rafting at the 9:00 am trip but could take you at the 1:00pm.
Here is the that conversation:
"we are so sorry but our 9 am rafting is very full can you go at the 1pm?"
You said, "No Sorry"
"I am terribly sorry we will not be able to do it. We had a group book, What about the 11:30."
You said, "We are planning on leaving town tomorrow, 11:30 could work but would be a bit of a hassle, can we get a discount"
I said."We do not want to hassle anyone. We are sorry but we will refund this trip. Hopefully next time. What we can do is I call you at 8am to see if we open up a boat for the 9 am. Would that help?
You said, "I'm sure its no fault of your own but we have a very frustrating few days in Durango. First our _________ got cancelled... Then book with your company with your website and you cancel our trip that was open on your website. I sent 3 kiddos to bed super excited about rafting in the morning and now I get to tell them that was cancelled in the morning. We have not had a pleasant experience in Durango, which sucks because this was our sole vacation detestation. Yes, I would appreciate a text in the morning if you can squeeze us in or if you would like to book us for a 11:30 with a discount for the hassle of having to change our departure plans for tomorrow. "
I said. "I will reach out to you in the am. So sorry about he experience. The river dropped 50 cfs and a group of 15 booked about a hour ago and the capacity was around 6-7 per boat and now its 5 with the water lower. I will monitor this and text you if we can get you on a raft trip tomorrow at 9.
We do not want you to have to change your departure plans for a 11:30 trip. I will call/text in the am if I can get you on the 9am i do not have the full system on my phone . Have a blessed evening.
You said, 'Thanks we will be hoping for good new"
I said, at 7:40am. I am sorry to inform you but the 9am is full and my river manager can not run a 11:30 because all of the guides are on the 4 hour trip. Can I give you another company to try?
You said, "No thank you" "Please tell your river manger we were very disappointed and will be leaving a review that our verified confirmation was cancelled on us."
We are sorry we had to cancel your reservation less then 30 minutes after the system allowed you to make one. We have updated our software to not allow a reservation to happen online 14 hours before a trip time just in case we have external issues that come up again. We also encourage any and all guest to make reservations 2-7 days in advance this way we can completely accommodate your group.
We looked at the company you mentioned and found the entry trip starts at $68 a person we start at $41 a person.
We are an excellent company and wish you had the chance to experience what we have to offer. We are up front and honest and did not want to "squeeze" your family on our trip knowing we would not be able to offer our best. We get a 1 star review because we made the right decision to not make our boats so heavy the entire trip would have been a less quality experience for everyone. It is unfortunate you got a confirmed reservation but in 30 minutes we were on the phone trying to work with you on a solution. Clearly you took out your frustration on us.
We hope you had a great rest of your vacation and are sorry to see we could not deliver.
-David