This was not our first white water rafting trip. This poor rating comes directly from this company's inability to follow a schedule. Granted most people, even type-A, will give a little leeway on start times... BUT, 2 hours! I, as did many others, approached those young adults who appeared to be the guides... starting at 2:45. "Could we start filling out the waivers?" Then, it went to "Do you know how much longer before the excursion will begin?" At one point, we finally went and waited in the air conditioned car. There we observed two guides pacing and dialing. Our thoughts were that something surely had gone wrong. With two of the guides, I received the response that it was the office's fault for unrealistic scheduling. I even suggested to these young people that they address the group with what they do know, and start handing out life jackets so that when the boats do arrive, we don't waste any more time... They ignored the suggestion. We didn't lift our boat into the water until 4:30... The river was beautiful; the guide a skilled guide. It appeared they overbooked, because they had 35+ people very, very hot and frustrated! I could have stopped at 4 other rafting companies before I physically reached this one; however, their lengthy cancellation policy kept me planted. We scrambled to get someone to our home to let our pets out, and we didn't get home until 10 P.M. I know, "It's not the guide's fault." But, we did not tip him... The guides said it was the office. I am somewhat confident the office will blame them... Someone should take responsibility. Otherwise, it will be difficult getting customers and keeping decent guides who aren't getting tipped. If a response is only going to include excuses, don't waste your time... or any more of mine.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
13 September 2011
Hello,
My sincerest apologies for your delayed trip. I'm not going to give you excuses like you are expecting, but rather take full responsibility for what happened. There are many logistical aspects of running an efficient Outfitter and ensuring that our trips are on-time. 99% of the time, they are. Yet there are some things that we can't predict which can sometime cause a ripple effect in our operations. The morning of August 27 we had a mid-to-large group of ladies who got lost on their way to our meeting point. I spoke with them several times trying to guide them in but to no avail. Instead of having the scheduled morning trip leave without them, I made the decision to wait for them as they were desperately trying to navigate to our location. This decision affected our afternoon 2:30p trip severely. We pride ourselves on the excellent customer service we provide and in trying to accommodate some guests we had a failure with others. This situation has definitely made us rethink our practices in waiting for delayed customers. Again, I apologize for the delayed trip and would like to offer you a credit of $20pp for everyone in your party which you can utilize on a future trip with us. I have made a note in your reservation and this credit will not expire and can be used towards any trip with us.
Beth
Office Manager, Blue Sky Outfitters
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC