Madison River Tubing

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Madison River Tubing is truly regretful and sorry that *** was not able to join his scheduled tubing trip in JulyPlease understand that all our customers, including ***, are told our cancellation policy twice before a trip, once over the phone and once in an emailThis cancellation policy is
quite flexible for the hospitality and recreation industry, being free if done so hrs before a tripWe do have customers book reservations and then not show upIt does not happen everyday, but it does happen and therefore we charge in full for a no call, no show. Our experience on this particular trip is as follows*** was reserved and had been told the cancellation policy and give the name of the business to meet at (Dry Hills Distillery parking lot), both in person and in an emailOur bus arrived at the location for a pick up at approximately 12:All the other customers on this very full trip (just under ppl) were on the bus and accounted for shortly after arrivalThe bus driver called our Madison River Tubing office to see if anyone had heard from *** and to get contact information for the missing customerThe office called *** and left a messageEthan, the driver also called *** and left a messageIt is unclear to us as to why *** called his wife upon seeing the bus drive by, rather than returning one of the calls from Madison River TubingIf he had returned one of those two calls, he would have been at the correct location just after the bus and able to join the tubing tripAt 1:00pm, after having almost people patiently waiting for minutes, with no word from our two missing customers and no knowledge as to whether they were even joining the trip or not, the bus left for the riverAs stated prior, we do have customers simply forget about their booked trip, or choose at the last minute not to join usWe can not predict whether a missing group is simply in the next parking lot over or not coming at all; and we cannot ask our other customers to wait longer than is appropriateWe trust that *** is an honest man, but we also cannot even be sure that he was at the Town Pump parking lot (where you can clearly see the front parking area of Dry Hills and the bus parking), or perhaps just simply forgot about his tubing trip that day. Lastly, we are a reasonable company and understand that sometimes, customers miss reserved trips for valid reasons (such as a car accident or medical emergency)We do typically distribute a refund for a no-call, no-show in such situations*** called our Madison River Tubing office a little after 1:00pm to ask for a refundWhen the front desk staff explained that we will not be refunding his trip, he proceeded to use vulgarities directed to herThis behavior is absolutely inappropriate and uncalled forHad *** requested to speak to a manager and engaged in a respectful conversation of the situation, maybe the outcome would have been different. Madison River Tubing takes pride in the products we offer and the staff that we employWe try to treat our customers with the utmost regard and respect, but also do so to our employeesWe do hope that at some point you see this situation from our side of the river

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***