Lost Creek Adventures LLC

Today I received the referenced complaint letterThough I am always grateful for honest opinions and feedback on what we could do better, the person who wrote this complaint is not being truthful.He and his group did not show up and find out that the boats they requested were unavailableI told the group leader in advance what boats we had available, and they had to go with what we had, because they had never confirmed their rental items, or for that matter their rental shuttle timeIn fact a few of them didn't confirm that they were renting from us until pretty late in the game, and communication from their group was not ongoing or clear according to what we ask renters to do in order to rentThese communication requirements are all spelled out on our website, which the group leader had several months to look overWe do shuttles at 10am and 2pm, and are happy to explain why to anyone who asksThis group did not ask for a shuttle at a particular timeNote it was the Saturday of Labor Day weekend, and we got them on a shuttle at 1:30pm, or minutes earlier than our norm.One of our new boats had a rudder cable pull out while they used it in our safety classIt was fixed correctly by one of our repair staffI don't know what the staff person said to the group, but tape was not needed, nor would it have fixed a broken cablePerhaps they misunderstood what our staff told themWe do tell our renters to carry a few basic tools with them in case something breaksThis is just basic preparedness.They got to the beach at 2pm, not 3:Perhaps it took them a while to pack the boats, etc., but again, we got them there earlier than our published shuttle time.The Park Service does not issue small craft advisoriesIt is issued by the National Weather Service and the winds were to last days, not like he saysThis group was to be out another day anyway, so if they had extra food for a day they would have been fineThey were told in the safety course to be prepared to stay longer if the waves are too highThey did not heed the advice of the instructor in their planning, and seemed to be low on food after one dayOverall they were poorly prepared to be camping anywhere, let alone on a remote island.I did not say "wait it out and bring back my kayaks"They asked if they should call the coast guard because they were wet and hungry, (Not prepared) and I said "Only if you are in trouble." They called anyway and a Park Ranger whisked them to safetyDid I mention that they left our equipment on an island? When I went to pick up the boats (days late), which they left on the island, I said "thank you for rescuing that group" to the Park Service ranger, and he said to me "It wasn't a rescue, it was a pickupThey were not in trouble."So in the end, these guys would like a refund for equipment that was not returned, because they did not listen to our basic instruction and were not preparedI had to spend another day of my own time to deal with their issues, and to clean the garbage out of their boats.They do not deserve a refundThey deserve an extra charge for my time and expense to recover their equipment, to clean up their garbage, and to respond to these untruthful complaintsPerhaps that is the next step.Thank you for your consideration.Sincerely,Greg [redacted] ***Lost Creek AdventuresThe group leader said that he had called several times, but never left a voicemail, so we had not idea he was trying to contact us

Today I received the referenced complaint letter. Though I am always grateful for honest opinions and feedback on what we could do better, the person who wrote this complaint is not being truthful.He and his group did not show up and find out that the boats they requested were unavailable. I told...

the group leader in advance what boats we had available, and they had to go  with what we had, because they had never confirmed their rental items, or for that matter their rental shuttle time. In fact a few of them didn't confirm that they were renting from us until pretty late in the game, and communication from their group was not ongoing or clear according to what we ask renters to do in order to rent. These communication requirements are all spelled out on our website, which the group leader had several months to look over. We do shuttles at 10am and 2pm, and are happy to explain why to anyone who asks. This group did not ask for a shuttle at a particular time. Note it was the Saturday of Labor Day weekend, and we got them on a shuttle at 1:30pm, or 30 minutes earlier than our norm.One of our new boats had a rudder cable pull out while they used it in our safety class. It was fixed correctly by one of our repair staff. I don't know what the staff person said to the group, but tape was not needed, nor would it have fixed a broken cable. Perhaps they misunderstood what our staff told them. We do tell our renters to carry a few basic tools with them in case something breaks. This is just basic preparedness.They got to the beach at 2pm, not 3:30. Perhaps it took them a while to pack the boats, etc., but again, we got them there earlier than our published shuttle time.The Park Service does not issue small craft advisories. It is issued by the National Weather Service and the winds were to last 2 days, not 4 like he says. This group was to be out another day anyway, so if they had extra food for a day they would have been fine. They were told in the safety course to be prepared to stay longer if the waves are too high. They did not heed the advice of the instructor in their planning, and seemed to be low on food after one day. Overall they were poorly prepared to be camping anywhere, let alone on a remote island.I did not say "wait it out and bring back my kayaks". They asked if they should call the coast guard because they were wet and hungry, (Not prepared) and I said "Only if you are in trouble." They called anyway and a Park Ranger whisked them to safety. Did I mention that they left our equipment on an island? When I went to pick up the boats (2 days late), which they left on the island, I said "thank you for rescuing that group" to the Park Service ranger, and he said to me "It wasn't a rescue, it was a pickup. They were not in trouble."So in the end, these guys would like a refund for equipment that was not returned, because they did not listen to our basic instruction and were not prepared. I had to spend another day of my own time to deal with their issues, and to clean the garbage out of their boats.They do not deserve a refund. They deserve an extra charge for my time and expense to recover their equipment, to clean up their garbage, and to respond to these untruthful complaints. Perhaps that is the next step.Thank you for your consideration.Sincerely,Greg [redacted]Lost Creek AdventuresThe group leader said that he had called several times, but never left a voicemail, so we had not idea he was trying to contact us.