I am very upset and disappointed with my rafting experience yesterday with Mountain Waters.
We initially chose this company of its high rating on Yelp and because they tout the experience and competence of your guides. On our first trip with them they assigned us to a guide who was making her first trip with customers. (We were not informed of this until late in the trip.) She showed some signs of inexperience, but overall appeared competent. We enjoyed the trip. We thought that having a first time guide was probably a rare experience, so we used the same firm again yesterday when we had our grandchildren with us.
We were not informed until we entered the boat that we were assigned a guide who was actually taking a "test" to potentially become qualified to be a guide. We were told that a competent guide would also be in the boat, so we were unhappy, but it seemed that we would be reasonably safe (we assumed that the aspiring guide had been thoroughly vetted for competence before taking customers).
What we found is that the aspiring guide was thoroughly incompetent and managed to turn a ride on a relatively low placid river into a terrifying experience. She seemed incompetent from the beginning, She got stuck on some rocks in an area where there were very few rocks available to hit. She hit another rock head on and one of my granddaughters and I flew out of the boat. There were other areas where she did not seem to be steering the boat effectively or giving clear commands. At any one of these points, it was obvious to me that the experienced guide should have terminated the test and taken over control for the safety of the passengers. However, it seemed that in her mind, giving the aspiring guide the opportunity to continue her test was more important than the safety of the passengers. So she neither took over nor even gave instructions to the inexperienced person who was left in charge of our safety.
The inexperienced guide entered Smelter rapids much farther to the right than any of the other boats, encountered an unexpected obstacle in the form of a stranded empty kayak, and was not looking far enough ahead to be able to avoid it. Moreover, she responded inappropriately when she did take action and completely flipped our kayak. Putting all passengers into the water in the most dangerous part of the rapids. Two of us were initially trapped under then boat and then were washed downstream. I struggled to get my head above water to breathe and was bounced over many rocks as I struggled almost to the end of the rapids before I was rescued by another boat. Four other passengers were struggling to save themselves in the area near the boat. The incompetent wannabe guide was injured (which is very sad and she has my sympathy), which meant that she was unable to provide any aid to the passengers. The experienced guide decided to focus on the boat, the injured aspiring guide, and her phone, so all of the passengers had to save themselves. Since I was washed downstream, my husband was left to rescue our two small grandchildren. The terror for their safety and the guilt for exposing them to such danger was overwhelming, but would be thoroughly understandable to any parent or grandparent.
It seems totally inappropriate that Mountain Waters would put customers at such high risk by using them as "props" in their testing process for potential new hires. A safe operator would use employees for this or, if that was infeasible for some reason other than economics, would use volunteers from the community. Even if they thought that using customers was essential to the testing process (inconceivable in my mind), there is no justification whatsoever for putting small children in that boat. I can forgive them putting me at such terrible risk, but there is no way I could ever forgive them for putting my little grandchildren's lives at risk.
There are plenty of other rafting companies in Durango. I will choose a more safety conscious firm in the future and anyone who reads this should do so also. read more