We had scheduled a kayak ecotour, but no one showed up to take us. However, Brent called shortly, apologized, stated that he had had a family emergency. He offered to take the tour another day at no expense, and immediately reimbursed our money.
Though I was very disappointed in mot being able to take the tour, I know that emergencies do arise, and I felt Brent handled the problem professionally. With so many good reviews, I feel I will give it another try.