We were really looking forward to visiting O'o Farm, but unfortunately our experience was…read moredisappointing, especially considering the cost.
We paid for three full spots for myself, my husband, and my mom. Based on the description of a walking farm tour, we expected a more immersive experience moving through the farm and exploring. Instead, the tour felt much slower paced and involved a lot more standing and listening than we anticipated. Our guide also seemed to lose his train of thought several times, which made the pace feel even slower.
We were traveling with our toddler, and once he started having a hard time with the pace, my husband and I took turns leaving the tour and sitting in the car with him so we would not disrupt the other guests. We were trying very hard to be considerate of everyone else while still getting as much out of the experience as we could.
I went to speak with staff twice while we were there because I was clearly struggling and trying to figure out what our options were. When I asked about a partial refund, I was told that they expect families to be flexible. We were extremely flexible. We took turns missing parts of the tour, separated from each other, and ultimately left only when our toddler became so exhausted and upset that staying through the meal was no longer realistic.
What disappointed me most was the lack of effort to help us find any kind of solution. We paid for three full experiences and ultimately missed the entire meal portion. We were not offered food to go, a chance to come back later for the meal, a rescheduled visit, a credit, or any other accommodation. I understand now that the meal is served in multiple courses and may not have been easy to package all at once, but none of that was explained to us while we were there and no alternative was suggested.
I also don't think it should fall entirely on a distressed guest, who has already spent a significant amount of money, to come up with every possible way the business could help. A professional business could have offered several reasonable options, even if a refund was not possible.
The customer service after the visit was also disappointing. I emailed afterward asking management to consider a partial refund and received no response. I had to send a second follow-up email simply to get an answer. Only then was I told that management had reviewed the situation and would not offer any partial refund, credit, rescheduling option, or other accommodation.
Management's response emphasized that our family made the decision to leave. Of course we made the decision to leave -- our toddler was exhausted and extremely upset, and we did not want to ruin the experience for everyone else. That decision came after we had already spent a significant portion of the tour taking turns away from the group and after I had spoken with staff more than once trying to find a solution.
I completely understand that businesses have policies and that traveling with a toddler comes with unpredictability. My disappointment is not about expecting special treatment. It is about the lack of customer service, flexibility, communication, or goodwill shown both during the experience and afterward.
For the price of this experience, I expected better communication and more effort to find a reasonable solution. Having to reach out twice just to receive a response declining any accommodation only added to the disappointment.
Unfortunately, the way the situation was handled afterward left us with an even worse impression than the tour itself.
