Colorado River Discovery

My husband and family scheduled a trip with this company for the last day of our stay in the Grand Canyon area to the tune of $ Some background - We are from Kentucky and had chosen to drive cross-country because we had never visited the West before and wanted to see the landscape A beautiful drive, but very tiring Lesson learned! Will never attempt that againOf course when you book, there is a cancellation policy in small print at the bottom of the form It says that you must cancel hours in advance or you are subject to a 100% cancellation fee I didn't feel too concerned about that at the time of booking The wording - "subject to" and cancellation FEE led me to understand that getting a refund would depend on circumstances and that there would be a fee, not necessarily a total loss of money expended I did not realize that it meant absolutely no money would be refunded and I would end up paying $with nothing to show for itI have fibromyalgia and the day before I had a major flare, was in a lot of pain, extremely tired, knew I would not be able to make a two hour drive to Page and then ride a raft/pontoon down a river My family was also tired - looking at a long drive back to KY the next day, and didn't want to leave me behind all day to stay in a room by myself I contacted the company and asked for a refund The answer - no, our policy requires hours notice, but you get a raincheck date for a year I explained we did not live even remotely nearby and would not be able to take advantage of that Perhaps a partial refund, even a quarter refund would have been appreciated No, our policy saysSo don't expect any understanding if you have to cancel due to illness, needing to cut your trip short, missing your trip due to traffic difficulties, any number of other reasons Be 100% sure that you will be able to take the trip Because you will get no understanding from the company They don't care about you, only about their money That's their prerogative of course, but it's kind of a sad way to run a business in my opinion I think some flexibility with policy is the key to good customer service Apparently that is outdated thinking in the time of me, me, me

My husband and family scheduled a trip with this company for the last day of our stay in the Grand Canyon area to the tune of $450. Some background - We are from Kentucky and had chosen to drive cross-country because we had never visited the West before and wanted to see the landscape. A beautiful drive, but very tiring. Lesson learned! Will never attempt that again.
Of course when you book, there is a cancellation policy in small print at the bottom of the form. It says that you must cancel 48 hours in advance or you are subject to a 100% cancellation fee. I didn't feel too concerned about that at the time of booking. The wording - "subject to" and cancellation FEE led me to understand that getting a refund would depend on circumstances and that there would be a fee, not necessarily a total loss of money expended. I did not realize that it meant absolutely no money would be refunded and I would end up paying $450 with nothing to show for it.
I have fibromyalgia and the day before I had a major flare, was in a lot of pain, extremely tired, knew I would not be able to make a two hour drive to Page and then ride a raft/pontoon down a river. My family was also tired - looking at a long drive back to KY the next day, and didn't want to leave me behind all day to stay in a room by myself. I contacted the company and asked for a refund. The answer - no, our policy requires 48 hours notice, but you get a raincheck date for a year. I explained we did not live even remotely nearby and would not be able to take advantage of that. Perhaps a partial refund, even a quarter refund would have been appreciated. No, our policy says.....
So don't expect any understanding if you have to cancel due to illness, needing to cut your trip short, missing your trip due to traffic difficulties, any number of other reasons. Be 100% sure that you will be able to take the trip. Because you will get no understanding from the company. They don't care about you, only about their money. That's their prerogative of course, but it's kind of a sad way to run a business in my opinion. I think some flexibility with policy is the key to good customer service. Apparently that is outdated thinking in the time of me, me, me.

My husband and family scheduled a trip with this company for the last day of our stay in the Grand Canyon area to the tune of $450. Some background - We are from Kentucky and had chosen to drive cross-country because we had never visited the West before and wanted to see the landscape. A beautiful drive, but very tiring. Lesson learned! Will never attempt that again.
Of course when you book, there is a cancellation policy in small print at the bottom of the form. It says that you must cancel 48 hours in advance or you are subject to a 100% cancellation fee. I didn't feel too concerned about that at the time of booking. The wording - "subject to" and cancellation FEE led me to understand that getting a refund would depend on circumstances and that there would be a fee, not necessarily a total loss of money expended. I did not realize that it meant absolutely no money would be refunded and I would end up paying $450 with nothing to show for it.
I have fibromyalgia and the day before I had a major flare, was in a lot of pain, extremely tired, knew I would not be able to make a two hour drive to Page and then ride a raft/pontoon down a river. My family was also tired - looking at a long drive back to KY the next day, and didn't want to leave me behind all day to stay in a room by myself. I contacted the company and asked for a refund. The answer - no, our policy requires 48 hours notice, but you get a raincheck date for a year. I explained we did not live even remotely nearby and would not be able to take advantage of that. Perhaps a partial refund, even a quarter refund would have been appreciated. No, our policy says.....
So don't expect any understanding if you have to cancel due to illness, needing to cut your trip short, missing your trip due to traffic difficulties, any number of other reasons. Be 100% sure that you will be able to take the trip. Because you will get no understanding from the company. They don't care about you, only about their money. That's their prerogative of course, but it's kind of a sad way to run a business in my opinion. I think some flexibility with policy is the key to good customer service. Apparently that is outdated thinking in the time of me, me, me.