Planned to take a tour with the Ranch given the great reviews and paid upfront. I believe they make you fill out a survey once you purchase the reservation filling in all of your information, including your weights. Apparently, the weight limit for this ride is 225 pounds, which I missed in the planning process - I weigh over that and just missed that note in the reservation. I've never had an issue going horseback riding before. That being said, in looking back this is stated a few times on this page - I do not deny that, or that I missed it.
At any rate, the morning of our reservation I received a call from the ranch that they were finally reviewing my survey (which had been filled a month in advance) and that they wouldn't have a horse for me. I said ok, that's totally fine, you can cancel the reservation, I totally understand, I must've missed it. Well, since it was the morning of the reservation when they called me, it was after the 24-hour cancellation window. Viator has declined to reimburse the cancellation, and apparently the Ranch has declined to support any request for reimbursement.
In short, please keep in mind every single detail of the reservation and booking process. The folks at the Ranch were lovely on the phone, but given the issue (which I clearly missed in the sign-up process), it would've been nice if I had been contacted earlier than the morning of - for both mine and the Ranch's sake. Seems a little silly that you fill out the form when you book the reservation a month in advance and they don't look at it until day of.
Відповідь від хоста
Feb 2022
I am sorry you did not contact the ranch directly with your issue, next time please contact us as well about any complaint you may have. The rider weights on the questionnaire are only for the use of the guide on the day of your arrival. The guide uses rider weights to determine what horses to get for riders that day. We do not check them prior to your experience as there is no need for us to know your weight prior. We assume and expect that all who pay for the experience are qualified to ride, as our weight limit is as you said, clearly stated. It is stated prior to booking, and it is also stated on the booking confirmation you recieve once you book. It is also on our website, and on every ride description. Hopefully your review will help a future customer to double check our rider requirements and ask us if they are unsure.