We were visiting from Washington and Vegas and booked the 3-hour tour to celebrate my nephew's birthday. We were so excited to do this as a family and booked 5 snow mobiles. We checked in by noon since our tour was starting at 1:00 pm. When 1 o'clock came around, we wondered why the people after us was starting their tour before us. I went in to ask what's going on and I was told by the front office agent, Zoe, that our tour guide will look for us. Our tour guide, Reed finally called us about 30 minutes later. He apologized profusely and explained that the tour he just finished, had lost their phone. We are easy going people and understand that things happen. Reed explained the do's and don't of operating the snow mobile and we all understood it. We finally took off for our tour and loved it! The trails and scenery was breathtaking. In my mind, I would love to do the tour again if we ever visit Utah in the future. The snow was very powdery since there was a snow storm a couple of days prior, so it was very "slippery" About 30 minutes into our tour, we were on the trails and I heard a scream, I turned back to see my nephew running from his snowmobile. I already knew something bad happened. Reed, our tour guide, immediately told us to turn around and go to their location. Sure enough, I saw my daughter laying in the snow against a tree in excruciating pain and struggling to breathe. My nephew was supporting her and giving her oxygen with the portable cans that he bought. Reed then called the office to report the incident and to have medics come out. We were so thankful for all the help we got, but waiting there for over two hours was nerve wrecking and to be honest, horrifying. I'm grateful for all the assistance we got while waiting for the paramedic to come to the scene. They eventually got my daughter out on a sled and the EMT, Patrick made us feel more relieved and comfortable and knew he would take great care of my daughter.
30 minutes after my daughter left in the ambulance, my niece got a call from Kelly, stating the cost of the damages on the snowmobile that was part of the accident. He had no empathy or concern of how my daughter was doing, but was concerned and adamant of getting payment for $960 . Never supplied a invoice for the damages so just went off from what he stated. We asked to get a discount since we only was 30 minutes into our 3-hour tour. They was not compassionate at all and denied our request for a discount. However, he did offer a certificate to go back later for a one hour and thirty minutes tour. I highly doubt it we will be returning soon so that will go out the door. All we wanted to get was some consideration from Kelly or Kim about our daughter's condition. We got no call to see how she was doing except from our tour guide, Reed. He stopped by Cedar City Hospital to check on our daughter and brought her a Calla Lily plant. Now that is a true person who's concerned and considerate. Because of Reed's actions, we will probably still refer people to go on a tour and would have given a 5-star review. read more