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Beautiful ride but terrible communication
O'Connor Trekking的点评
点评：I never write bad reviews unless it is truly warranted and I consider myself an open minded traveler with realistic expectations. The ride itself was beautiful and the men from the business on the ride with us were nice but my experience with who I assume was Ann (she never introduced herself) was terrible. I had been emailing her for literally 2 years about setting up a ride and had been extremely communicative, asking how much it was and when to let her know my dates etc. Never in this communication was I told that payment was cash only or to arrive earlier than the scheduled time. In my experience, when an event like this is scheduled, the preparation and conclusion time are factored in to the event start/end time unless otherwise specified. Ann emailed the night before to let us know there was road work in the area but again never told us to arrive before our scheduled time. Our group arrived exactly on time and I even emailed her our estimated arrival 2 hours ahead, saying that we were slotted to arrive right on time. We were greeted very rudely by Ann, being told to put a helmet on immediately and get on the horse with no other introduction. There were then no instructions on how to control the horses, ( I had said none of us had riding experience in my emails) and
we were just all put on very quickly and taken out to the beach where the horses then began to trot which was scary for some of us. The men on the ride were nice and helpful in the moment but it was hard to hear them throughout our whole group so it would have been nice to have had these introductions beforehand as one would expect at such an experience. When we returned, I went to pay and was told it was cash only. I politely said that I had not been told that in our email communication and had seen no mention of this on the website, to which Ann very rudely insisted she had told me despite me showing her our entire email thread with zero mention of this. Expecting 500 in cash without specifying that explicitly beforehand is ridiculous. We frantically scrounged up the cash with what we all had on hand but in the chaos accidentally miscounted so Ann was even more upset and acted like we were trying to short her on purpose. Once we corrected that, we were ultimately still short 14 euros and I said that I had frankly not been impressed with the customer service and if we could forget that. She refused and made us go into town to the ATM for the 14 euros and yelled at me about how we were late (again arrived exactly on time with no prior mention from her to arrive before the scheduled time) and how she “had never met anyone so rude” and that I “would not make it far up the roads here” as if to threaten to tell locals in the area about me. It was a shocking experience because I have never had such an issue with any customer service relationship in my life. I am glad the ride itself was beautiful but I would not recommend this business at all. I would add screenshots of my email communication with her to prove my points but not sure if that it against the TripAdvisor policy.
we were just all put on very quickly and taken out to the beach where the horses then began to trot which was scary for some of us. The men on the ride were nice and helpful in the moment but it was hard to hear them throughout our whole group so it would have been nice to have had these introductions beforehand as one would expect at such an experience. When we returned, I went to pay and was told it was cash only. I politely said that I had not been told that in our email communication and had seen no mention of this on the website, to which Ann very rudely insisted she had told me despite me showing her our entire email thread with zero mention of this. Expecting 500 in cash without specifying that explicitly beforehand is ridiculous. We frantically scrounged up the cash with what we all had on hand but in the chaos accidentally miscounted so Ann was even more upset and acted like we were trying to short her on purpose. Once we corrected that, we were ultimately still short 14 euros and I said that I had frankly not been impressed with the customer service and if we could forget that. She refused and made us go into town to the ATM for the 14 euros and yelled at me about how we were late (again arrived exactly on time with no prior mention from her to arrive before the scheduled time) and how she “had never met anyone so rude” and that I “would not make it far up the roads here” as if to threaten to tell locals in the area about me. It was a shocking experience because I have never had such an issue with any customer service relationship in my life. I am glad the ride itself was beautiful but I would not recommend this business at all. I would add screenshots of my email communication with her to prove my points but not sure if that it against the TripAdvisor policy.
翻译：我从不写差评，除非真的有理由这么做；我自认为是个心胸开阔、期望值合理的旅行者。这次骑行体验本身很不错，同行的工作人员也很友善。不过，我和那位我推测叫Ann的女士的相处经历则糟糕透顶（她始终没有自我介绍）。整整两年间，我一直通过邮件与她联系，希望能安排一次骑行活动；我也始终保持着良好的沟通，询问费用是多少、该什么时候告知她我的出行日期等等。在整个沟通过程中，我从未被告知付款只能用现金支付，也从未被告知需要比预定时间提前到达。以我的经验，像此类活动在安排时，除非另有说明，否则活动的开始与结束时间都会把准备及收尾所需的时间考虑在内。Ann在前一天晚上发邮件告知我们该地区有道路施工，但同样没有要求我们提前到达。我们一行人准时到达，我甚至提前两小时发邮件告知她我们预计的到达时间，并说明我们会准时抵达。然而，安以极其粗鲁的态度接待我们，只命令我们立刻戴上头盔并上马，除此之外再无任何介绍。随后也完全没有关于如何控制马匹的任何指示。（我在邮件里说过我们所有人都没有骑马经验。）我们很快就被安排上马，然后被带到海滩上。在那里马匹开始小跑起来，这让我们中的一些人感到很害怕。当时带队的男士们都很友善且乐于助人，但由于人数众多，很难听到他们的指示。因此，像这种体验活动，如果能事先进行一下介绍就好了。返回后我去付款，却被告知只收现金。我礼貌地表示，在之前的邮件往来中并未有人提及此事，网站上也完全没有相关说明。然而安却极其无礼地坚称她确实告诉过我，尽管我已经向她展示了我们所有的邮件记录，其中根本没有任何关于此事的叙述。事先不明确说明却指望收到500美元现金，这种要求实在荒谬至极。我们拼命凑齐了手头上所有的现金，但在混乱中不小心数错了数目，这让安更加生气，甚至觉得我们是故意克扣她的那份。纠正错误后，我们还是差了14欧元。于是我说，说实话，我对他们的客户服务并不满意，能不能就当这事没发生呢。她拒绝了，还让我们进城去自动取款机那里取14欧元。她对我大吼，责怪我们迟到了（其实我们准时到达，而且她事先也并未要求我们提前到达）。她还说“从来没遇到过这么没礼貌的人”，甚至威胁说要告诉当地的居民我的坏话，让我“在这里混不下去”。这段经历真是令人震惊，因为我这辈子从未在客户服务方面遇到过这种问题。我很高兴这次骑行体验本身很棒，但我绝对不会推荐这家商家。我本想附上与我与商家之间的邮件往来截图来证明我的说法，但不确定这样做是否违反TripAdvisor的政策。
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