Karen,
Good afternoon, hope all is well. Thank you for the review. Everyone works hard to offer our guests the best possible experience, but sometimes that doesn't happen. Sometimes it is our fault and sometimes a guest is unhappy because they didn't get what they wanted and decide to submit a less than stellar review. It is my belief that your situation is the latter.
In your haste to accuse us of looking out for our own profit, which couldn't be further from the truth, you fail to mention a key fact. Your original reservation was for the dinner ride on Friday, July 21st, 2023. When we called you to confirm your pickup details, you stated that you meant to book the breakfast ride on 7.21.23, and that you were unable to go on the dinner ride on 7.21.23, because you had booked a show.
Despite the fact we have a 24-hour cancellation policy, we accommodated the fact that you booked the wrong ride, and happily moved you to the dinner ride on Sunday, July 23rd, 2023. We could have easily not refunded or rescheduled your original booking, but we didn't. We understand that people make mistakes.
Even though you mistakenly booked the wrong ride, we took the hit for the lost revenue on those three seats from your original booking and moved you to Sunday. Not only did we lose the revenue from the Friday booking, but now we lost the revenue from the three seats we moved you to on Sunday. It is a double whammy for us, but we did it in the name a customer service, that you so quickly say we don't have, and once again it was to accommodate your mistake.
We have one phone number that guests are advised to call to confirm their reservation and ask questions. That number is 702.792.5050. That number is forwarded to the phone agents cell phone that is on duty. The number you called that wasn't answered was the phone agent that confirmed your booking. He is off on Saturday and Sunday, so his cell phone was off. Had you called the reservation line, i.e., 702.792.5050, instead of the number that came up on your phone you would have talked to whomever was working the phones on Sunday.
Lastly, this isn't Let's Make a Deal. You agreed to the terms and conditions when you made your reservation. Those terms and conditions state we have a 24-hour cancellation policy. Expecting a refund or even 50% refund a few hours before a scheduled ride is ridiculous. You agreed to the terms. If you don't want to agree to the terms, don't make the reservation. Once again, you failed to take into consideration, that we already let you slide on the 24-hour cancellation policy a few days before on Friday.
Perhaps by letting you avoid the cancellation policy on Friday and rescheduling the ride, you thought a refund was in order, and we would be willing to negate the 24-hour cancellation policy on Sunday. That wasn't the case. Maybe the lesson learned here is make no exceptions when a guest makes a mistake and books the wrong date in the future. Have to love it when one bad apple spoils it for everyone else. I don't think we will do that; we realize that people make mistakes, and if you are able to accommodate the guest, we will always do that.
What makes me sad is when people don't accept personal responsibility for their actions, and then want to blame other people. It is also sad, when people leave out facts because it doesn't help their narrative. Do you by chance work for the media?
Thanks again for the review.
Happy Trails,
Jason