DO NOT BOOK WITH THEM!! I have never been more disappointed, frustrated, or angry with a company than I am with Banff Trail Riders (and Discover Banff Tours). If I could give them negative stars, I would.
It seems their operation runs on a pattern of refusing service for a variety of reasons (showed up late, showed up on time but had to wait to speak with someone, under the weight limit but still deemed "too fat," etc. Look at the negative reviews on TripAdvisor for more horrifying examples), and then refusing reimbursement.
Our tour group arrived early enough to watch the rest of our group get saddled up and listen to a few more instructions before heading out, while Kelsey at the front desk told us that there was no way we could join them--we were too late and it would take too long for us to sign the waiver and weigh in. We were shocked and disappointed, not in the least because this ride was not just a fun excursion but also our dinner plans. We offered to upgrade to a private tour, to go in the wagon they provide, to hike or drive to the dinner, to hurry and get outfitted so we could catch up with our group at the dinner...all our suggestions were met with flat refusals and no explanation or other suggestions as to how to rectify the situation. We asked for a refund, which they would not give because they had already prepared food, and refused to even consider a partial refund.
The whole experience was miserable because everyone we encountered was rude, dismissive, condescending, or just plain bitchy. Stay away from this company; they will take your money, provide no services, and insult you in the process. read more