Response from the owner - in the last week
I don't feel that Kristina has given an accurate account of her visit to our farm. She made a reservation for a meet-up group for 10 or more riders. I suggested they each contact me to add themselves to her group reservation so that we wouldn't face the possibility of having a lot of 'no shows'. We gave her group a significant discount of 25% off given that she said she would be bringing a large group. She even called to say shed needed to add a rider to make it 11 riders... but only 4 people showed up to ride the 11 horses we reserved and saddled for her. Even then, I honored the price I had quoted her as if she had 20+ riders.
We make it clear on our website and as part of the reservation process that we have to know how many riders weigh more than 200 lbs so that we can provide them with a horse capable of carrying a heavier rider and a saddle suitable for them. One of the ladies was clearly needing one of our larger draft horses, so I tried to be discreet by asking her if she needed a draft horse. When she didn't understand what I was asking, I didn't ask her how much she weighed. I simply asked if she weighed more than 200 lbs. When she said she didn't, I told her that anyone that I believed might weigh more than 200 lbs would need to be weighed so that I would feel comfortable they weren't overloading my horses. We are clear about that on our website, and we also let people know that we charge $10 extra for use of our draft horses because they are very expensive to feed and shoe, so while we make them available so that anyone wishing to ride - regardless of size - is able to ride, but we have to pass some of that added cost on to the rider. The lady responded that she didn't have the $10, so Kristina got in a huff and said she'd pay the fee.
The "race horse" the lady rode is one of the slowest horses on our farm, and we use him for children as young as 6 years old and up to ride. Tommy isn't an off the track Thoroughbred; he is a Standardbred who pulled the little sulkies (carts with skinny bicycle looking tires and a small man in a colorful outfit) around the track at a very fast trot. The lady was scared at the start of the ride, but we talked to her and assisted her, and after the first 10 or 15 minutes, she began to enjoy her ride. When I asked her if she was glad she faced her fears and rode despite them, she said, "yes". I would think so too since she rode without incident, and the trails are gorgeous.
I don't feel the need to respond to every comment Kristina made, but I did want to present the farm's position regarding the circumstances. I feel that we were very fair to Kristina's group given that she only had 4 out of 11 people ride, and we were pleasant, friendly, and accommodating despite the poor turnout from her group. Everyone is entitled to their opinion, including Kristina. I figured I'd be reading about it after the fact since she was in such a huff at the farm, and she didn't disappoint.