My wife was thrown from one of their horses during the ride due to their neglect, lack of guidance, and ignoring warning signs. They handled the situation miserably. No apology, no compensation, and they acted like it never happened.
After they got everyone together, their "training" was a 5 minute video about how to control your horse. It was a quick run through of tips on what to do. After watching the video, you could tell people just had a bad feeling about this. I think most of the people assume the horses are already trained, and it shouldn't be a novice rider's responsibility to control an animal that weighs a ton.
My wife's horse was twitching a lot and bucking his back legs, not relaxed or calm at all. We pointed this out to the attendant and asked if we should take a different horse. They told us it was because he had flies on him, and they sprayed him with some kind of bug spray (while my wife was sitting on him). The behavior continued but they seemed to be in a hurry to get us going.
During the trip, the poor management of the ride was shown. There was a lot of abrupt stopping, none of the guides talked to you, and you pretty much felt on your own controlling your horse. We were told in the beginning to keep spacing between the horses at a distance of about 4 feet, but trust me when I tried to do this, they yelled at me to speed up my horse.
While we were doing a turn around and waiting, a little boy in front of me was complaining about his stirrups being too big. He told the attendant and she said he's fine, just finish the ride. Mind you, this is the half way point of an hour trip and she tells him he's fine. So he complained to her again that his feet were falling out. She told the lead guide that we need to stop and fix his stirrups, and she let out a big huff, like she was irritated. She then proceeded to make comments about how we had to wait to fix the boys stirrups, making him feel bad about wanting to fix them.
Next we came to a road. During this stopped time my wife's horse was getting bit by the horse behind her. He started getting out of control to avoid the biting, and my wife called the attention of the attendant. She said "Oh my god, what do I do?!" The attendant responded with, "you're fine, we're moving soon." Well we didn't move soon and rather than split up the horses, they let it go. And guess what happened? My wife's horse began to buck and rode off away from the group, THROWING HER FROM THE HORSE. She landed about 3 feet from a large rock wall. When she landed, she hit her head really hard. The attendant that was supposed to be in the middle, of course wasn't. Two attendants came running over to check on her while she was laying on the ground and one came to get control of her horse. Being her husband, you can imagine I wanted to check on her. The woman wouldn't let me off my horse to see my wife and made me continue. I was FURIOUS. I wanted to check on my wife and they made me ride away from her.
While we were riding away, my wife said they tried to force her back on her horse, the one she'd just been thrown from. Again, I was furious. It looked like this was the first time this had happened to these guides and they looked dumbfounded on what to do. It was almost like they had no training on how to handle emergency situations. The guide in front was telling people they needed to fill out incident reports, telling the people what to write. I was in this group listening, and AGAIN I WAS FURIOUS. That was the longest 10 minutes of my life, as I had no idea how my wife was other than the attendant telling me "she's fine."
Once back in the stable I told the attendant I wanted to go see my wife. She was brought back in by a golf cart and waiting at the front office. The attendant ignored me and went to other people and their horses. I was really annoyed so I got off the horse myself. The attendant saw this and yelled at me, to which I responded I wanted to see my wife. I walked out of the stable to find my wife and she was at the office crying. Much different than what they told me. She was complaining about pains in her head and she said she told the attendants this but they offered no help.
The office offered no apologies to me, they offered no compensation for what happened, and didn't even address the issue. The only two people who weren't given incident reports were us... shocking huh? I went in the office to get two incident reports and filled them out.
We were both novice riders, and even though they knew this, they offered no additional assistance or guidance to us. When we asked for help, it was like we were bothering them and the whole thing was rushed. They ignored problems people were having and tried to just keep moving, and didn't want to be bothered by them. Their neglect, lack of attentiveness, and poor group management caused my wife to be thrown from a horse and get hurt. They handled the situation miserably and were overall very rude. read more