I cannot rate this company high enough; permit me to explain...
We booked a half day kayak tour, made all the arrangements the night before with Deanna (D), and were all fired up for the next day. My wife became a bit ill during the night and decided not to do the kayaking in the AM
Fast forward to showing up (just minutes before departure) and I presented D and Teanna (T) with that fact. They had every right to simply state that the rules with such a late cancellation were NO Refunds...but they didn't. (Sometimes, in this crazy world of ours, it is tiny decisions such as this that make all the difference). They silently conferred, made their choice, gave me a half refund, and proceed to go about their day making everyone that they encountered a bit happier than before...what an amazing legacy!
I then met Dylan ( our Guide for the day) who continued this epic company's journey to making everyone happy. He was professional, chill, and quite a positive force. With an odd number on his reservation sheet, but an even number of actual humans, Dylan quickly assessed that I would paddle with the other single...and he did this without missing a beat. He drove us to the launch site, gave us an awesome safety chat, helped us putting on all the gear and launching all three kayaks.
It quickly became apparent that my (size 14) shoes were either too big or had jammed the navigation pedals in the rear of our kayak. While the other two kayaks went out on the lake, he and I attempted to troubleshoot the pedals while on the water. Dylan made the call that we should forget the pedals, navigate only by paddles, and that he would fix the pedals when we docked prior to our little hike. He did 100% of that without any drama! He even towed one of the other two kayaks because the two young women in that kayak simply were too tired to paddle.
He did fix the pedals, we had our wonderful hike, enjoyed some tea/coffee, a few laughs , multiple photos, and then headed back.
Throughout all of this, Dylan (who could have easily expressed frustration with silly tourists), never showed any of that. We ended the tour with smiles all around, he put all the gear away without any sweat, and drove us back to Franz Josef with glowing memories of a day that could have gone so wrong, but did not due to:
Thanks to all three of you, because you could have made a different choice at any moment in this sequence. But each of you made an implicit decision that made all the difference!
Thanks! Tim Stark