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| - I had company in town and we did a 2 hour trail ride. I write this to be a positive review, but I also feel the need to share a few criticisms. I hope that the business takes the issues to heart and fixes them.
First, I want to state the positives of the ride. The horses were great. South Mountain is lovely. There was a good view at the summit of the ride (not THE summit of the mountain, but you get the idea) and the staff went out of their way to accommodate our tardiness, including going over the scheduled time. My guests were pretty darned happy. The prices were below average. Last minute scheduling was a breeze. I can't complain about any of that.
The negatives included some of the customer service on the day of our ride. We got a very rudimentary, rather mumbly review of how to steer a horse while we were getting mounted. One of my guests was a beginner and did not pick up the instructions very quickly, so the training staff member got very impatient with her and raised his voice. A few staff members got impatient actually. They never reviewed how much experience we all had so as to properly pair us with horses, train us on the controls and order us logically in the single-file line. I think that would have helped with the frustration and would have prevented the scolding and impatience which really put me off. The guide was very nice but he could not sufficiently project his voice and he always stayed at the front of the pack. As such only one or two people really got a guided educational tour. The rest of the group simply got a horseback ride. When we tried to remedy this and change order of the line, we got scolded. When the horses were non-responsive to kicking and moved too slowly, the group got scolded. When the horses went downhill and the beginner riders didn't know how how to prevent their horses from breaking into a trot, the group got scolded. It might have been all in good spirits or with the intention of educating us, but the guide was not particularly warm or social and the comments came off cold. I have been to other stables in the metro area, so today it was difficult not to yearn for a friendlier, more communicative guide from a ride past.
In general I think that this stable has a very nice set up. They just need to work on providing a consistently warm and friendly customer experience so that every review earns 5 stars. If today was all due to irritation at our tardiness, I guess I would have preferred canceling our ride or giving us some sort of time penalty in place of giving us and other, unrelated members of the group, the cold shoulder.
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