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Nova Guides, Inc.

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Reviews Nova Guides, Inc.

Nova Guides, Inc. Reviews (4)

Revdex.comCustomer Complaint Response: *** *** Nova Guides appreciates all responses and feedback given by its guestsGuest *** *** was renting with Nova Guides unguided side of the businessThere are several steps in getting renters prepped for an unguided rental starting
with liability and waiver information when the guest first walks in the doorEach guest is asked to arrive early to allow for valuable information to be given which includes wall signage, explanations of a renters responsibility point by point, damage charges, rescue fees and late feesThis also includes time for instructional information to be given outside regarding machine operations and the trail map while on the snow which a guest signs off on before departureNova guides has trained employees who give numerous safety talks (pertaining to machine operations and trail map) each and every dayCounter personnel include highlighted maps of permitted trails in use by our rental machines in a designated areaEach renter is asked for their undivided attention for minutes while information is explainedTrails are explained to be ft wide groomed trails with room and right of way for both directions of travelWhile there is over miles of groomed trail throughout the White River national forest and Camp Hale historic area, we do note during discussions of permitted trails The *** group had initially made a wrong turn when leaving the property within the first few minutesThe entire permitted trail system runs East of Highway and in this instance, the *** group made their way west of the highway and decided to drive down some railroad tracks following a faint trailThis is the only instance in a vast number of years that an individual had ventured that direction on a rental machine.Nova Guides management had further talks with the guides involved on this particular instance, guides sent out for retrieval and the one who spoke with the *** group about operations and map directionsUpon further discussions it was found that the professional who did the safety talk, a 5+ year veteran of the company, gave a thorough explanation to the young men on where to goThe employee then confirmed the information, pre checked the machines for damages, and gathered a signature from the renters noting they understood rules and regulationsProtocol for rescue includes first and foremost checking on an individual's safetyAfter determined that individuals are okay, it is then figured the best way to venture out for retrievalThe individual who left the sled out in the national forest is responsible for the guidance and possible extraction of a rental sledLate afternoon snow conditions at that time of year do equate to extremely soft snow outside of the standard packed trail systemBoth the guides and the *** group did experience deep soft snow where the young men decided to take the machines which resulted in dig outs and quite an effort every yards or so while getting the machines back to the lodgeWhile it is both the guide and the renters responsibility to get machines back to base, this particular circumstance did equate to much effort. While discussion of proper professionalism was discussed with the particular guides that afternoon, it was understood that there was a bit of frustration that dayWhen management asked the guides about verbiage used, it was noted that quotes in the complaint are inaccurate and exaggeratedQuotations of management on the issue are also deemed not accurate.Though it is unfortunate that people encounter these types of scenarios while choosing to do unguided rentals, outcomes are in the hands of the renter ,thus why the term unguided is usedNova Guides does understand certain frustrations when groups encounter such instances, though does feel this complaint to be an exaggeration and falsehood of what truly happened

Well, my husband and I booked a jeep tour Our jeep was minutes late We proceeded to drive through a major highway, which we had already done on our own during this trip The off-road experience was a mile treck through a country back road in which the only wild life we saw were a few deer Oh, I forgot to mention that at a person, I feel completely ripped off Disputing this charge, not worth your time or effort

Though our wedding was beautiful and a treasured memory, I will never forget how horribly we were treated at Nova Guides
1) The cabins, though advertised as pet-friendly all had pet accessibly d-Con rat poison and rat traps that our puppy found and we had to remove
2) The wedding coordinator of the day tried to pressure me, the bride, to start the ceremony minutes before guests were told to arrive because it "would be the only break in the rainy weather" even though I had told her multiple times that our ceremony would happen in any weather conditions multiple timesWhen I said that the Nova Guides vans that we hired to pick guest up from hotels in Vail had not even arrived, she said smugly, "people have been here for hours." Those people were the groom's immediate family, who she had been treating rudely apparently for hours
3) During our reception, the buffet ran out of foodWe had ten less guests actually show up than the final guest number we provided (and paid for) to their caterersOne full table did not get anything from the buffetThey were given child-sized meals about an hour laterThe staff was completely unapologetic and blamed our guests for taking more than they could eatHowever, at least people I spoke to said they would have gone back for seconds, had there been any left, which leads me to believe that it was simply a lie to avoid blame
4) Even though we said nothing to restrict the open bar that we paid in full for, the wedding coordinator instructed bartenders and guests that shots were not allowed because the bride and groom said we didn't want them to have shots
5) The morning after the wedding, we spoke to the owner of Nova Guides about the inadequate food, etcHe was entirely unapologetic, continued to blame our guests for the lack of food, and was extremely disrespectful and misogynisticHe told us stories of his old raft guiding days when guests would get "wish sandwiches" because the first people to make sandwiches would take too much; so he had no sympathy that our $per person buffet was shortHe would not even look me in the eyes when he shook my handLater, he put his arm around me in a half hug, looked down at me, and said, "I don't hate you." Which was a disgusting invasion of my personal space, and further indication that he has no respect for womenHis staff said of him that he is "from another time," which to me does not in any way excuse his rude, demeaning behavior
I will never go back to Nova Guides

To whom it may concern, I am providing a signed waiver, damage quote and safety talk sign out sheet with Ms. [redacted]'s signature on back; which clearly states at the bottom "...if any damages occur while the machine is under my use I accept full financial responsibility." Ms. [redacted] reserved 8...

snowmobiles for a 3 hour unguided unguided rental from 1:00 p.m to 4:00 p.m. on January 28th, 2017. The total cost of this rental was $1583.00. Before Ms. [redacted] left out on her rental, she looked over the snowmobile that was assigned to her with one of our employees and signed off on the sheet showing that there was no damage to her machine on the bottom. Upon return, our staff was informed of Ms. [redacted]'s snowmobile which had clearly been damaged. Once the Snowmobile was evaluated, our mechanic provided us with a damage quote, that Ms. [redacted] was clearly aware of. Ms. [redacted] agreed to pay the amount of $142.91, in which she paid before leaving our lodge. Ms. [redacted] was fully aware of the financial responsibility that she had while one of our Snowmobiles was under her care. Ms. [redacted] will not be refunded because she IS responsible for these damages. Thank you for your time.Katrina T[redacted]Nova Guides[redacted]

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Address: 7088 US Hwy 24, Red Cliff, Colorado, United States, 81649

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