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  • The outdoor Conservation around is a solid 4 star..however I rated my experience a 2 because of the poor customer service received from Janis (Janice?) at the Guest Services office. My family planned a trip to Las Vegas and I wanted to take them on a hike through Red Rock, so I called at the end of April to reserve 4 spots for a guided tour on May 9th. No one answered so I left a message with all the details to register. Janis returned my call and left a message confirming my reservation for 4 people, as well as to meet at the red picnic table to meet Andrew, the guide for that particular tour. On the morning of May 9th my family and I arrived at the guest services office to find our tour guide, to learn the tour was cancelled. The volunteer at the desk informed me the tour was canceled and offered to call the tour department to find if there were others scheduled for the day since we already drove all the way there. He got hold of Janis who came to the desk to tell me the tour was canceled because no one was signed up. I still had the voicemail and transcribed message I received from Janis confirming my reservation for 4 people. She did acknowledge she left the message but claims she didn't confirm..when she undeniably did. Furthermore, she did not apologize for the inconvenience or offer to refund my parking I paid upon entry expecting to go on a tour no one informed me was canceled. She claims she had to consult her manager and disappeared to the back (she did not return, surprise surprise). While she was gone, Kara, a very helpful person behind the guest services countered suggested a self guided tour and began sharing information about the trails and how to explore the 13 mile road including multiple stops for photos and hiking. I appreciate Kara stepping up and demonstrating appropriate customer service and problem solving ability...unlike Janis who should be relieved of her position. Thank you Kara! The self guided tour was fantastic.
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