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alonat799
safety concerns were dismissed in favor of protecting the booking
OWL Rafting的点评
点评：We booked a rafting trip for a group of 11 people, including children, several months in advance. It was a significant family outing that required planning and coordinating everyone’s schedules.
Two days before our scheduled trip, the weather forecast was calling for approximately 30 mm of rain. I understand that rafting takes place in the rain, but this wasn’t a light shower—it was a forecast for very heavy rainfall. As parents, we genuinely had safety concerns and simply weren’t comfortable bringing children out in those conditions.
We contacted Owl Rafting two days before our booking and asked if we could move our reservation to another day. We weren’t asking for a refund—only to receive a credit or reschedule to another date when they had availability. Unfortunately, they refused. The only option offered was a different time on the same day, which didn’t solve the problem because the heavy rain was forecast for the entire day. We were told that the food for our booking had already been ordered, and that was the reason they couldn’t accommodate a different date.
What disappointed us most was not just the refusal to reschedule, but the complete dismissal of our concerns. We were repeatedly told that the rain “wouldn’t be an issue” and that we would still have fun. While that may be their opinion, customers—especially those with children—should be able to decide what level of weather risk they are comfortable with. A forecast of 30 mm of rain is not the same as a passing shower.
We’ve booked many outdoor, weather-dependent activities over the years, and whenever conditions were unsuitable, those businesses were willing to offer a credit or reschedule for another day. We have never experienced such an inflexible approach. It felt like accommodating a legitimate customer concern was less important than sticking to a policy.
In the end, we had to cancel and lost our booking. The experience left us feeling that customer safety concerns were dismissed in favor of protecting the booking.
If you’re considering Owl Rafting, be aware that their rescheduling policy appears to be extremely rigid, even when there is a forecast for severe weather. If you’re looking for a company that values long-term customer relationships, listens to reasonable concerns, and is willing to work with families when weather conditions become questionable, you may want to look elsewhere.
Two days before our scheduled trip, the weather forecast was calling for approximately 30 mm of rain. I understand that rafting takes place in the rain, but this wasn’t a light shower—it was a forecast for very heavy rainfall. As parents, we genuinely had safety concerns and simply weren’t comfortable bringing children out in those conditions.
We contacted Owl Rafting two days before our booking and asked if we could move our reservation to another day. We weren’t asking for a refund—only to receive a credit or reschedule to another date when they had availability. Unfortunately, they refused. The only option offered was a different time on the same day, which didn’t solve the problem because the heavy rain was forecast for the entire day. We were told that the food for our booking had already been ordered, and that was the reason they couldn’t accommodate a different date.
What disappointed us most was not just the refusal to reschedule, but the complete dismissal of our concerns. We were repeatedly told that the rain “wouldn’t be an issue” and that we would still have fun. While that may be their opinion, customers—especially those with children—should be able to decide what level of weather risk they are comfortable with. A forecast of 30 mm of rain is not the same as a passing shower.
We’ve booked many outdoor, weather-dependent activities over the years, and whenever conditions were unsuitable, those businesses were willing to offer a credit or reschedule for another day. We have never experienced such an inflexible approach. It felt like accommodating a legitimate customer concern was less important than sticking to a policy.
In the end, we had to cancel and lost our booking. The experience left us feeling that customer safety concerns were dismissed in favor of protecting the booking.
If you’re considering Owl Rafting, be aware that their rescheduling policy appears to be extremely rigid, even when there is a forecast for severe weather. If you’re looking for a company that values long-term customer relationships, listens to reasonable concerns, and is willing to work with families when weather conditions become questionable, you may want to look elsewhere.
翻译：我们提前几个月为包括孩子们在内的11人团体预订了漂流之旅。这是一次规模不小的家庭出游，需要精心安排并协调所有人的日程。
在原定行程的前两天，天气预报显示将有约30毫米的降雨。我知道漂流活动在雨中也能进行，但这次可不是小雨而已——预报显示将出现特大暴雨。作为家长，我们确实担心安全问题，在那种条件下实在不放心带孩子外出。
我们在预定日期前两天联系了Owl Rafting，询问是否可以将预约日期更改到其他日子。我们并没有要求退款，只希望获得相应的抵用额度或重新安排到他们有空位的其他日期。遗憾的是，他们拒绝了。他们提供的唯一选择就是在同一天的其他时间段。这并没有解决问题，因为预报显示一整天都会下大雨。我们被告知，为我们预订的餐食已经下单，正因如此他们无法安排其他日期。
最让我们失望的不仅仅是他们拒绝重新安排日期，而是完全漠视我们的担忧。他们一再声称下雨“不会有问题”，我们依然能玩得开心。虽然这可能是他们的看法，顾客们——尤其是带孩子的家庭——应当有权决定自己能接受的天气风险程度。预报显示会有30毫米的降雨，这和只是短暂阵雨的情况显然不同。
多年来，我们预订过许多依赖天气条件的户外活动，每当天气状况不宜时，相关商家都愿意为我们提供代金券或安排其他日期重新体验。我们从未遇到过如此死板、不通情面的做法。感觉上，处理客户的合理顾虑还不如严格遵守政策来得重要。
最终，我们不得不取消预订，也损失了已支付的费用。这次经历让我们觉得，为了维护预订记录，公司的政策完全无视了客户的安全顾虑。
如果您正考虑选择Owl Rafting，请注意：即便有恶劣天气的预报，他们的改期政策似乎也极其僵化、缺乏灵活性。如果您正在寻找一家重视与客户建立长期关系、愿意倾听客户的合理诉求，并且在天气状况不佳时乐意与家庭客户携手合作的公司，那么您或许应该另作考虑了。
在原定行程的前两天，天气预报显示将有约30毫米的降雨。我知道漂流活动在雨中也能进行，但这次可不是小雨而已——预报显示将出现特大暴雨。作为家长，我们确实担心安全问题，在那种条件下实在不放心带孩子外出。
我们在预定日期前两天联系了Owl Rafting，询问是否可以将预约日期更改到其他日子。我们并没有要求退款，只希望获得相应的抵用额度或重新安排到他们有空位的其他日期。遗憾的是，他们拒绝了。他们提供的唯一选择就是在同一天的其他时间段。这并没有解决问题，因为预报显示一整天都会下大雨。我们被告知，为我们预订的餐食已经下单，正因如此他们无法安排其他日期。
最让我们失望的不仅仅是他们拒绝重新安排日期，而是完全漠视我们的担忧。他们一再声称下雨“不会有问题”，我们依然能玩得开心。虽然这可能是他们的看法，顾客们——尤其是带孩子的家庭——应当有权决定自己能接受的天气风险程度。预报显示会有30毫米的降雨，这和只是短暂阵雨的情况显然不同。
多年来，我们预订过许多依赖天气条件的户外活动，每当天气状况不宜时，相关商家都愿意为我们提供代金券或安排其他日期重新体验。我们从未遇到过如此死板、不通情面的做法。感觉上，处理客户的合理顾虑还不如严格遵守政策来得重要。
最终，我们不得不取消预订，也损失了已支付的费用。这次经历让我们觉得，为了维护预订记录，公司的政策完全无视了客户的安全顾虑。
如果您正考虑选择Owl Rafting，请注意：即便有恶劣天气的预报，他们的改期政策似乎也极其僵化、缺乏灵活性。如果您正在寻找一家重视与客户建立长期关系、愿意倾听客户的合理诉求，并且在天气状况不佳时乐意与家庭客户携手合作的公司，那么您或许应该另作考虑了。
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