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Lauren M
Worst Experience - Riders Beware
Horse Trek'n的点评
点评：I rarely leave negative reviews, but I feel obligated to warn others about our experience with Horse Trek’n.
We specifically booked and paid approximately $720 NZD (family of 4) for what was advertised as a 2-hour forest horseback ride. Instead, we received a one hour ride and the majority of that ride was conducted along public roads, not through the forest as advertised. The experience we paid for was simply not what was delivered. The worst part was that the owner who ran our tour didn’t mention changing the tour so for most of the ride we were anticipating arriving at the entrance of the forest. No communication of the change whatsoever so when we ended back at the starting point I brought it up being that our time was cut in half and we never went into the forest.
When we raised our concerns afterward, Horse Trek’n acknowledged the situation but said she would only consider a small refund which she never followed through with. She told us that she took us on the most popular tour instead as if she did us some favor. This led me to contact my credit card company and after a thorough investigation they reversed the whole amount in my favor.
When a business cannot provide the advertised experience, customers should be informed beforehand and given the opportunity to reschedule or receive an appropriate refund—not discover it only after the ride has ended.
We had looked forward to this excursion as one of the highlights of our trip to New Zealand, and unfortunately it became our biggest disappointment.
I hope Horse Trek’n improves its communication with customers and ensures future guests receive the experience that is advertised and paid for.
We specifically booked and paid approximately $720 NZD (family of 4) for what was advertised as a 2-hour forest horseback ride. Instead, we received a one hour ride and the majority of that ride was conducted along public roads, not through the forest as advertised. The experience we paid for was simply not what was delivered. The worst part was that the owner who ran our tour didn’t mention changing the tour so for most of the ride we were anticipating arriving at the entrance of the forest. No communication of the change whatsoever so when we ended back at the starting point I brought it up being that our time was cut in half and we never went into the forest.
When we raised our concerns afterward, Horse Trek’n acknowledged the situation but said she would only consider a small refund which she never followed through with. She told us that she took us on the most popular tour instead as if she did us some favor. This led me to contact my credit card company and after a thorough investigation they reversed the whole amount in my favor.
When a business cannot provide the advertised experience, customers should be informed beforehand and given the opportunity to reschedule or receive an appropriate refund—not discover it only after the ride has ended.
We had looked forward to this excursion as one of the highlights of our trip to New Zealand, and unfortunately it became our biggest disappointment.
I hope Horse Trek’n improves its communication with customers and ensures future guests receive the experience that is advertised and paid for.
翻译：我很少给出负面评价，但我觉得有必要把我们乘坐Horse Trek’n服务的经历告知其他人。
我们特意预订了这项服务并支付了约720新西兰元（一家四口的费用），宣传中所称的是一场时长为2小时的森林骑马之旅。然而实际体验却只有1小时，而且大部分时间马匹都是在公路上行进，并非如宣传所说的穿越森林。我们付费所期待的体验完全没有实现。最糟糕的是，负责带我们游览的向导根本没提到行程会有变动，因此在大部分时间里我们都以为自己会抵达森林入口。全程没有任何关于行程变更的通知。当我们最终回到起点时，我提出了这个问题——我们的游览时间被砍掉了一半，而且根本没能进入森林。
后来我们提出担忧时，Horse Trek’n承认存在这种情况，但表示只会考虑给予少量退款，然而最终也并未兑现。她告诉我们，她给我们安排了最受欢迎的旅游线路，仿佛这是在帮我们的忙似的。这促使我联系了信用卡公司，经过彻底调查后，他们将全部款项退还给了我。
当商家无法提供宣传中所承诺的体验时。应事先告知顾客，并给他们机会重新安排行程或获得适当的退款——而绝不能在行程结束后才让顾客知晓。
我们原本把这次旅行视作新西兰之行的亮点之一，可惜它最终却成了我们最大的失望之处。
希望Horse Trek’n能改善与顾客的沟通方式，确保今后的游客能够获得宣传中所承诺且已付费的服务体验。
我们特意预订了这项服务并支付了约720新西兰元（一家四口的费用），宣传中所称的是一场时长为2小时的森林骑马之旅。然而实际体验却只有1小时，而且大部分时间马匹都是在公路上行进，并非如宣传所说的穿越森林。我们付费所期待的体验完全没有实现。最糟糕的是，负责带我们游览的向导根本没提到行程会有变动，因此在大部分时间里我们都以为自己会抵达森林入口。全程没有任何关于行程变更的通知。当我们最终回到起点时，我提出了这个问题——我们的游览时间被砍掉了一半，而且根本没能进入森林。
后来我们提出担忧时，Horse Trek’n承认存在这种情况，但表示只会考虑给予少量退款，然而最终也并未兑现。她告诉我们，她给我们安排了最受欢迎的旅游线路，仿佛这是在帮我们的忙似的。这促使我联系了信用卡公司，经过彻底调查后，他们将全部款项退还给了我。
当商家无法提供宣传中所承诺的体验时。应事先告知顾客，并给他们机会重新安排行程或获得适当的退款——而绝不能在行程结束后才让顾客知晓。
我们原本把这次旅行视作新西兰之行的亮点之一，可惜它最终却成了我们最大的失望之处。
希望Horse Trek’n能改善与顾客的沟通方式，确保今后的游客能够获得宣传中所承诺且已付费的服务体验。
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