Response from the owner - a month ago
As our team has expressed to you in previous communications, we sincerely regret that you were left with such a negative opinion. Our staff strives to provide each guest with a meaningful and fulfilling experience during their stay, and we derive a great deal of satisfaction from getting to know each guest and serving their unique tastes and needs. In your wife's case, she declined assistance to the point that our staff felt further offers would be perceived as invasive and disrespectful. It's clear that in your opinion they should have done more to assert themselves.
Our Wranglers take thousands of guests out into rugged terrain each year without incident. They consistently apply well-established protocols based on applicable industry best practices. These measures go a long way in mitigating risks, but riding these powerful animals across varied terrain does require a degree of balance and coordination and we cannot eliminate all risks. We try to formally and thoroughly communicate this fact to every guest prior to each guided tour.
Your posting contains additional details which were not included in your earlier accounts. Please consider calling me directly so that I can gain a complete understanding of the elements of your complaint...simply contact the front desk toll-free at 1-877-317-8244 and ask to speak to the General Manager. I look forward to hearing your perspective firsthand and applying your feedback in a productive way. We take great pride in serving our guests; while I regret that we didn't meet your expectations in this situation, I'd like to glean whatever insight we can from your experience and incorporate it into our continuous endeavors to please everyone that chooses to visit this very special place.