1. Took several phone calls from two of our staff to secure our reservation. We spent time on the…read morephone when we did get through to Jay explaining that we had a group of seniors and we wanted an easy kayak for them.
2. When we needed to alter reservations, we received no return phone call.
3. When we arrived and asked for a change to the reservation we were told absolutely not. We pointed out that we called the number given to us to try and do this in advance, but were told that didn't change anything as we left a message when the outfitter wasn't open.
4. When we launched, no one explained safety gear, paddling procedures, that the kayaks had foot pedals, or where we would take out. When we asked for a map or chart, we were told to find one on our phones.
5. When kayaker had medical issue (heat exhaustion, accelerated heartbeat, and leg cramping), which manifested in the 1/4 mile before the spring run at at Gilchrist Springs, Deacon (the bright spot of the entire trip) tried to get someone to pick him up and was told we should switch his kayak and that no one would come get the person.
6. Deacon (again, the bright spot, perhaps put this kid in charge) tried, without success, to fix the broken seat for the kayaker in distress. He also showed him how to use the foot pedals to help keep the seat from sliding. He did offer to switch kayaks, putting the distressed kayaker in a tandem with one of the group leaders. He clearly wanted to do more and had empathy, but anything else was clearly above his pay grade. This brought the total of boats on the water down by one (which will come into play in a moment)
7. No one mentioned the rapids. Fairly mild for seasoned and competent kayakers, but for a group of seniors who stated they were seeking an easy paddle, a mention of this when Jay told us which would work would have been advisable.
8. When we reach the take-out, one of the men working commented that he thought the seat of the kayak in question (distressed kayaker) might have been broken when he set out the boats at the launch that morning. If so, why did no one attempt to remedy this at the time?
9. In response to this, I explained we had switched two kayakers to a tandem at Gilchrist, (at this point, the trip is over) to which he replied, "Oh, so that's why there's one less kayak coming back. I wondered about that." So... he noticed we were short a boat but didn't wonder or question as to what happened to the boat? What if someone had gone missing? Does this outfitter have any sort of safety protocols in place?
10. We called after roughly 30 minutes waiting to get picked up at the end of the run. That appears to be when someone send the van to get us, even though staff assured us when we took out of the river someone was already on the way.
We will not use any AOA services again.