DON'T WASTE YOUR TIME!!…read more
This was hands down the most disorganized kayak rental experience I've ever had.
Our reservation was for 12:00 PM. We were running about 10 minutes behind, so we called ahead, let them know, and even paid before arriving.
After getting there, we waited nearly 30 minutes for transportation to the drop-off point. The woman at the office was nice and apologized, so we brushed it off. Unfortunately, that was only the beginning.
When we arrived at the river, everything fell apart.
An older gentleman and two teenagers were unloading kayaks, but nobody gave any instructions or directed customers. We stood waiting for another 15+ minutes while they unloaded equipment and chatted. When we finally asked what was going on, they realized they didn't even have enough kayaks or paddles for our group.
We were told more kayaks were "already on the way." Meanwhile, we watched other customers launch themselves because nobody was helping them get into the water. There was another group with a 12:30 reservation sitting there with kayaks available, but instead of getting us on the river, we continued waiting.
At around 1:35 PM, I called the office and was told it would be another 30-45 minutes. By then we were beyond frustrated. A manager eventually got involved, but instead of apologizing, she seemed irritated that we were upset.
After more waiting and more promises that kayaks were "almost there," transportation finally returned around 2:15 PM with additional kayaks. Remember, our reservation was for noon. We had already spent over two hours waiting.
The best part of the day was actually being on the river. The river itself was enjoyable, and once we finally got in the water, we had a good time.
Then came the ending.
When we reached the take-out point, three teenagers were checking people in. One of them stopped another group and immediately started asking for names so he could charge them a $75 late fee. Their reservation had also been at noon, and they were delayed because of issues caused by the company, not because they were late.
The teenager literally told them that wasn't his problem.
Then they started trying to charge our group the same $75 late fee. Absolutely not.
After multiple customers complained and the manager was called, they finally admitted we didn't owe anything. The entire situation could have been avoided with basic organization, communication, and customer service.
We had 4 adults, 2 older kids, and 2 younger kids and spent nearly $400. For that kind of money, customers shouldn't spend over two hours waiting because a company failed to have enough kayaks available for scheduled reservations.
The river was nice.
The staff experience was terrible.
I've floated many rivers over the years and can honestly say this was the worst-run kayak rental operation I've ever dealt with.
