下载App
资质规则
旅行
账户
EdSchwitzky
Our 4th and Likely Last Bike Tour with Wilderness Voyageurs
Wilderness Voyageurs的点评
点评：Most hospitality brands – think hotels, cruise ships, restaurants…even movies and attractions – offer some type of loyalty program. Because they understand it’s easier to retain an existing guest/customer than acquire a new one. Also, far less expensive. Yet after four tours with Wilderness Voyageurs all we have are several tee shirts and a few luggage tags. But nothing that compels us to book again.
Compound this with a number of customer service fails leading up to, during, and after our most recent tour.
It started when my wife and I unknowingly each paid our final deposit of $500. Yet WV refunded only $347.36. The "customer service" associate with whom I spoke took the position this was a mistake, albeit inexplicable, and I should let it go. Only when I suggested cancelling our entire tour did we receive the balance...with an attitude.
Next came an email reminding me to return my RIDE form. Much of the requested information WV should have in its customer database: name, age, phone and email, shirt size. And my fave: Have you toured with Wilderness Voyageurs before? Seriously! Alternatively, how about an email that reads: Hello Ed. Thank you for being a Wilderness Voyageurs customer...and advocate! Eagerly, we look forward to welcoming you in Maine for your 4th tour. Your careful review of information on the RIDE form will ensure our guides are fully prepared.
When asked about preferences for beverages and snacks during our tour, in the open field I typed Beer: local and dark. At the conclusion of our Day 1 ride, the cooler was filled with beer, soda, and water. Although not a dark beer among them. Two fellow riders had made a similar request. So I purchased a couple of six packs and added them to the WV cooler.
That other cyclists, including my wife, were having issues with their e-bikes did not go unnoticed. When I needed to turn mine on to reach the summit of Cadillac Mountain, I am not convinced it was working properly. For the premium we paid for these e-bikes, I was expecting them to function properly.
Cap it off with management's 10-month lag in responding to a stellar Google review I posted following our third bike tour in June 2025. And so far, "crickets" after I submitted the WV survey that detailed our Maine experience last month. This is particularly interesting given multiple guides told us the wife of the son who inherited this business from his parents in the early '90s reads and responds to all customer feedback. Instead, she seems Wizard of Oz-like sitting behind a curtain in the Ohiopyle HQ.
In fairness, my wife and I thoroughly enjoyed our first three WV bike tours. From safety protocols to technical expertise to food and beverage prep to timely and clear communication plus local insights, our guides delivered exemplary customer service. Together with excellent equipment and accommodations. That's why our 10-year travel plan includes an annual bike tour with Wilderness Voyageurs.
Sadly now, our 4-year streak has likely reached its end of the proverbial road.
Compound this with a number of customer service fails leading up to, during, and after our most recent tour.
It started when my wife and I unknowingly each paid our final deposit of $500. Yet WV refunded only $347.36. The "customer service" associate with whom I spoke took the position this was a mistake, albeit inexplicable, and I should let it go. Only when I suggested cancelling our entire tour did we receive the balance...with an attitude.
Next came an email reminding me to return my RIDE form. Much of the requested information WV should have in its customer database: name, age, phone and email, shirt size. And my fave: Have you toured with Wilderness Voyageurs before? Seriously! Alternatively, how about an email that reads: Hello Ed. Thank you for being a Wilderness Voyageurs customer...and advocate! Eagerly, we look forward to welcoming you in Maine for your 4th tour. Your careful review of information on the RIDE form will ensure our guides are fully prepared.
When asked about preferences for beverages and snacks during our tour, in the open field I typed Beer: local and dark. At the conclusion of our Day 1 ride, the cooler was filled with beer, soda, and water. Although not a dark beer among them. Two fellow riders had made a similar request. So I purchased a couple of six packs and added them to the WV cooler.
That other cyclists, including my wife, were having issues with their e-bikes did not go unnoticed. When I needed to turn mine on to reach the summit of Cadillac Mountain, I am not convinced it was working properly. For the premium we paid for these e-bikes, I was expecting them to function properly.
Cap it off with management's 10-month lag in responding to a stellar Google review I posted following our third bike tour in June 2025. And so far, "crickets" after I submitted the WV survey that detailed our Maine experience last month. This is particularly interesting given multiple guides told us the wife of the son who inherited this business from his parents in the early '90s reads and responds to all customer feedback. Instead, she seems Wizard of Oz-like sitting behind a curtain in the Ohiopyle HQ.
In fairness, my wife and I thoroughly enjoyed our first three WV bike tours. From safety protocols to technical expertise to food and beverage prep to timely and clear communication plus local insights, our guides delivered exemplary customer service. Together with excellent equipment and accommodations. That's why our 10-year travel plan includes an annual bike tour with Wilderness Voyageurs.
Sadly now, our 4-year streak has likely reached its end of the proverbial road.
翻译：大多数酒店、邮轮、餐厅等旅游服务品牌——甚至电影和旅游景点——都设有某种形式的会员忠诚度计划。因为它们深知，留住老客户比吸引新客户要容易得多，成本也低得多。然而，在参加了 Wilderness Voyageurs 组织的四次旅行后，我们只得到了几件T恤和几个行李牌而已。这些东西根本无法促使我们再次预订他们的服务。
再加上在此前及旅行期间出现的诸多客户服务失误，情况就更糟糕了。就在我们最近一次旅行之后。
事情的起因是，我和妻子在毫不知情的情况下各自支付了500美元的最后一笔定金。然而WV只退还了347.36美元。与我通话的“客服”人员坚称这是一个虽无法解释但却纯属无意的失误，还劝我就此作罢。直到我提出取消整个旅行行程，他们才带着不悦的情绪把余款退还给我。
随后我又收到一封邮件，提醒我归还RIDE表格。WV的客户数据库中应该已经存有大部分所需信息：姓名、年龄、电话、电子邮箱以及衬衫尺码。还有我最喜欢的那个问题：您之前参加过Wilderness Voyageurs的旅游团吗？真的！或者，也可以发这样一封邮件：“您好，埃德。感谢您成为Wilderness Voyageurs的客户……同时也是我们的忠实支持者！我们热切期待着在缅因州迎接您参加第四次旅行。请您务必仔细填写RIDE表格上的各项信息，这样我们的导游才能做好充分准备。”在骑行途中被问及对饮料和零食的喜好时，我在空地上输入了“啤酒：当地的、黑啤酒”。第一天骑行结束时，冷藏箱里装满了啤酒、汽水和水——不过其中并没有黑啤酒。另外还有两位骑友也提出了类似的请求。于是我买了几盒六罐装的啤酒，一并放进WV的冷藏箱里。
其他骑友，包括我的妻子，他们的电动自行车也出现了问题，这一点我当然注意到了。当我需要开启助力模式才能登上卡迪拉克山的山顶时，我并不确定它是否正常运行。鉴于我们为这些电动自行车支付了高昂的费用，我原本期望它们能正常发挥作用。
更糟糕的是，在2025年6月我们完成了第三次自行车之旅后，我在谷歌上留下了极好的评价，但管理层却拖了10个月才做出回应。而上个月，当我提交了详细描述我们在缅因州骑行体验的调查问卷后，也至今没有任何回音。这一点特别有趣：多位导游都告诉我们，那位在90年代初从父母手中接下这家企业的儿子的妻子会阅读并回复所有顾客的反馈。但实际上，她似乎就像《绿野仙踪》里的奥兹巫师一样，躲在奥希奥派尔总部的幕布后面。
公平地说，我和妻子非常享受我们参加的前三次西弗吉尼亚自行车之旅。从安全规范、专业技术，到餐饮准备、及时且清晰的沟通，还有当地资讯的提供，一切都无可挑剔。我们的导游提供了堪称典范的客户服务，再加上一流的装备与住宿条件，正因如此，我们制定的十年旅行计划中每年都会安排一次与Wilderness Voyageurs共同进行的自行车之旅。
遗憾的是，如今我们连续四年的这一传统很可能就要画上句号了。
再加上在此前及旅行期间出现的诸多客户服务失误，情况就更糟糕了。就在我们最近一次旅行之后。
事情的起因是，我和妻子在毫不知情的情况下各自支付了500美元的最后一笔定金。然而WV只退还了347.36美元。与我通话的“客服”人员坚称这是一个虽无法解释但却纯属无意的失误，还劝我就此作罢。直到我提出取消整个旅行行程，他们才带着不悦的情绪把余款退还给我。
随后我又收到一封邮件，提醒我归还RIDE表格。WV的客户数据库中应该已经存有大部分所需信息：姓名、年龄、电话、电子邮箱以及衬衫尺码。还有我最喜欢的那个问题：您之前参加过Wilderness Voyageurs的旅游团吗？真的！或者，也可以发这样一封邮件：“您好，埃德。感谢您成为Wilderness Voyageurs的客户……同时也是我们的忠实支持者！我们热切期待着在缅因州迎接您参加第四次旅行。请您务必仔细填写RIDE表格上的各项信息，这样我们的导游才能做好充分准备。”在骑行途中被问及对饮料和零食的喜好时，我在空地上输入了“啤酒：当地的、黑啤酒”。第一天骑行结束时，冷藏箱里装满了啤酒、汽水和水——不过其中并没有黑啤酒。另外还有两位骑友也提出了类似的请求。于是我买了几盒六罐装的啤酒，一并放进WV的冷藏箱里。
其他骑友，包括我的妻子，他们的电动自行车也出现了问题，这一点我当然注意到了。当我需要开启助力模式才能登上卡迪拉克山的山顶时，我并不确定它是否正常运行。鉴于我们为这些电动自行车支付了高昂的费用，我原本期望它们能正常发挥作用。
更糟糕的是，在2025年6月我们完成了第三次自行车之旅后，我在谷歌上留下了极好的评价，但管理层却拖了10个月才做出回应。而上个月，当我提交了详细描述我们在缅因州骑行体验的调查问卷后，也至今没有任何回音。这一点特别有趣：多位导游都告诉我们，那位在90年代初从父母手中接下这家企业的儿子的妻子会阅读并回复所有顾客的反馈。但实际上，她似乎就像《绿野仙踪》里的奥兹巫师一样，躲在奥希奥派尔总部的幕布后面。
公平地说，我和妻子非常享受我们参加的前三次西弗吉尼亚自行车之旅。从安全规范、专业技术，到餐饮准备、及时且清晰的沟通，还有当地资讯的提供，一切都无可挑剔。我们的导游提供了堪称典范的客户服务，再加上一流的装备与住宿条件，正因如此，我们制定的十年旅行计划中每年都会安排一次与Wilderness Voyageurs共同进行的自行车之旅。
遗憾的是，如今我们连续四年的这一传统很可能就要画上句号了。
© 2026 Tripadvisor 版权所有。
部分照片由 VFM Leonardo 提供。
TripAdvisor公司对外部网站的内容一概不负责。优惠价格中不含税和其他费用。
ICP证：沪B2-20200433
沪ICP备20013175号
沪公网安备31010502005427号鹰程信息技术（上海）有限公司
