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Shawna B
EXTREMELY UNPROFESSIONAL BUSINESS PRACTICES
Northeast Whitewater的点评
点评：1 STAR — EXTREMELY UNPROFESSIONAL BUSINESS PRACTICES
I would strongly caution anyone against booking a moose tour with Northeast Whitewater, especially if you are making travel plans around the experience.
I booked and PAID IN ADVANCE for their Saturday morning 6:00 a.m. moose tour. This tour was the entire reason we traveled to this part of Maine. Between the trip there and home, we drove approximately 7 HOURS EACH WAY and spent money on gas, food, and lodging specifically so we could take this tour.
At approximately 2:20 p.m. THE DAY BEFORE our tour, I received a call saying our tour was being canceled because they “didn’t have a guide.”
I was given three options:
1. Pay AN ADDITIONAL $140 and suddenly they could still take us on the exact same tour as a “private tour.”
2. Reschedule for another day/time.
3. Receive a refund.
I explained that rescheduling was not an option because we were leaving the state immediately after the scheduled tour. I was told she would continue trying to find a guide.
After 4:00 p.m., she called again and said she thought she had found someone who could take us and would call me back. At 5:03 p.m.—less than 13 hours before our scheduled 6:00 a.m. tour—she called to tell me that my money had simply been refunded.
I explained how incredibly frustrating this was considering the time and money we had spent traveling specifically for this experience. She told me she “just worked there” and was doing what the owner told her to do.
Then I learned something that made the situation even worse: WE WERE THE ONLY TWO PEOPLE BOOKED ON THE TOUR.
I asked to speak with the owner, Jeremy. Rather than acknowledging my frustration, I found him dismissive from the beginning.
Most concerning of all, Jeremy told me that THEY ACTUALLY HAD A GUIDE SCHEDULED FOR OUR TOUR, but because only two people had booked, he decided to give the guide the day off and cancel our tour.
So, from what the owner himself told me, the issue wasn’t that a guide was unavailable. They had a guide and chose to cancel our PAID reservation because apparently two paying customers weren’t enough to make the tour worthwhile.
Yet somehow, if we were willing to hand over ANOTHER $140, the tour could still happen as a “private tour.”
When I questioned this, Jeremy actually told me that if I REALLY wanted to go on a moose tour, I should have SPENT MORE MONEY TO BEGIN WITH and booked a private tour.
That comment was unbelievable. I booked the tour that Northeast Whitewater advertised, accepted my reservation for, and took my payment for. At no point when I booked was I told that purchasing the regular tour meant the company might decide at the last minute that I hadn’t spent enough money for them to honor my reservation.
Jeremy also suggested that I should simply extend my trip so I could take another tour. When I explained that wasn’t possible, he suggested that I was the one not being flexible enough.
Apparently customers are expected to rearrange their travel plans, extend their lodging, and spend additional money because the company decided it didn’t want to honor a reservation it had already accepted and charged for.
When I told him I considered this an extremely poor business practice, HE LAUGHED.
When I told him that canceling our paid tour while simultaneously offering essentially the same experience for another $140 felt to me like a bait-and-switch attempt to get more money from us, his response was that he had the right to do it.
That response told me everything I needed to know.
I understand that tours sometimes have to be canceled because of weather, emergencies, safety issues, or unexpected staffing problems. That is NOT what the owner told me happened here. According to him, a guide had been scheduled and he chose to give the guide the day off because only two customers had booked.
If Northeast Whitewater has a minimum number of customers required to operate a tour, that should be CLEARLY disclosed before accepting someone’s reservation and payment. Customers should not find out the afternoon before a 6:00 a.m. tour that their reservation isn’t worth honoring because the company didn’t sell enough additional seats.
A refund of the tour price does not refund the gas, lodging, food, 14 HOURS OF ROUND-TRIP DRIVING, or the lost experience that we traveled specifically to Maine to have.
I would never book with Northeast Whitewater again, and I strongly recommend that anyone considering them think carefully before planning a vacation or making nonrefundable travel arrangements around one of their tours.
A reservation should mean something.
Apparently, with this company, it doesn’t.
I would strongly caution anyone against booking a moose tour with Northeast Whitewater, especially if you are making travel plans around the experience.
I booked and PAID IN ADVANCE for their Saturday morning 6:00 a.m. moose tour. This tour was the entire reason we traveled to this part of Maine. Between the trip there and home, we drove approximately 7 HOURS EACH WAY and spent money on gas, food, and lodging specifically so we could take this tour.
At approximately 2:20 p.m. THE DAY BEFORE our tour, I received a call saying our tour was being canceled because they “didn’t have a guide.”
I was given three options:
1. Pay AN ADDITIONAL $140 and suddenly they could still take us on the exact same tour as a “private tour.”
2. Reschedule for another day/time.
3. Receive a refund.
I explained that rescheduling was not an option because we were leaving the state immediately after the scheduled tour. I was told she would continue trying to find a guide.
After 4:00 p.m., she called again and said she thought she had found someone who could take us and would call me back. At 5:03 p.m.—less than 13 hours before our scheduled 6:00 a.m. tour—she called to tell me that my money had simply been refunded.
I explained how incredibly frustrating this was considering the time and money we had spent traveling specifically for this experience. She told me she “just worked there” and was doing what the owner told her to do.
Then I learned something that made the situation even worse: WE WERE THE ONLY TWO PEOPLE BOOKED ON THE TOUR.
I asked to speak with the owner, Jeremy. Rather than acknowledging my frustration, I found him dismissive from the beginning.
Most concerning of all, Jeremy told me that THEY ACTUALLY HAD A GUIDE SCHEDULED FOR OUR TOUR, but because only two people had booked, he decided to give the guide the day off and cancel our tour.
So, from what the owner himself told me, the issue wasn’t that a guide was unavailable. They had a guide and chose to cancel our PAID reservation because apparently two paying customers weren’t enough to make the tour worthwhile.
Yet somehow, if we were willing to hand over ANOTHER $140, the tour could still happen as a “private tour.”
When I questioned this, Jeremy actually told me that if I REALLY wanted to go on a moose tour, I should have SPENT MORE MONEY TO BEGIN WITH and booked a private tour.
That comment was unbelievable. I booked the tour that Northeast Whitewater advertised, accepted my reservation for, and took my payment for. At no point when I booked was I told that purchasing the regular tour meant the company might decide at the last minute that I hadn’t spent enough money for them to honor my reservation.
Jeremy also suggested that I should simply extend my trip so I could take another tour. When I explained that wasn’t possible, he suggested that I was the one not being flexible enough.
Apparently customers are expected to rearrange their travel plans, extend their lodging, and spend additional money because the company decided it didn’t want to honor a reservation it had already accepted and charged for.
When I told him I considered this an extremely poor business practice, HE LAUGHED.
When I told him that canceling our paid tour while simultaneously offering essentially the same experience for another $140 felt to me like a bait-and-switch attempt to get more money from us, his response was that he had the right to do it.
That response told me everything I needed to know.
I understand that tours sometimes have to be canceled because of weather, emergencies, safety issues, or unexpected staffing problems. That is NOT what the owner told me happened here. According to him, a guide had been scheduled and he chose to give the guide the day off because only two customers had booked.
If Northeast Whitewater has a minimum number of customers required to operate a tour, that should be CLEARLY disclosed before accepting someone’s reservation and payment. Customers should not find out the afternoon before a 6:00 a.m. tour that their reservation isn’t worth honoring because the company didn’t sell enough additional seats.
A refund of the tour price does not refund the gas, lodging, food, 14 HOURS OF ROUND-TRIP DRIVING, or the lost experience that we traveled specifically to Maine to have.
I would never book with Northeast Whitewater again, and I strongly recommend that anyone considering them think carefully before planning a vacation or making nonrefundable travel arrangements around one of their tours.
A reservation should mean something.
Apparently, with this company, it doesn’t.
翻译：1星——极其不专业的商业行为
我强烈劝告任何人都不要预订Northeast Whitewater提供的驼鹿观赏游，尤其是当你把这次体验作为旅行计划的一部分时。
我提前预订并付费购买了他们周六早晨6点的驼鹿观赏游。这次旅游正是我们专程前往缅因州这一地区的原因。往返途中，我们各自驾车约7小时，还花费了不少钱在汽油和食物上。我们专门预订了交通和住宿，就是为了能参加这次旅游。
就在旅游前一天下午2点20分左右，我接到电话说我们的旅游被取消了，原因是“没有导游”。
他们给了我三个选择：
1. 额外支付140美元后，他们仍能以“私人定制游”的形式带我们参加完全相同的旅游行程。
2. 重新安排到其他日期和时间。
3. 获得退款。我解释说，重新安排时间是不可能的，因为我们会在原定游览时间过后立刻离开该州。她则表示会继续努力寻找导游。
下午4点过后，她又打电话来，说觉得自己找到了可以带我们游览的人选，稍后会再给我回电。下午5点03分——此时距离原定早上6点的游览时间不到13个小时——她打电话告诉我，我的钱已经被退还了。我向他们解释了这种情况有多令人沮丧——毕竟我们为了这次体验花费了大量时间和金钱才来到这里。她告诉我，自己“只是在那儿工作”，只是在执行老板的命令罢了。
随后我得知了一个让情况变得更糟的事实：我们俩是这次旅行团中仅有的两位预订者。
我要求与老板杰里米面谈。然而他非但没有体谅我的沮丧情绪，从一开始就显得漠不关心。
最令人担忧的是……杰里米告诉我，他们原本确实安排了导游来带我们游览，但由于只有两个人预订，他便决定让导游休息一天，同时取消了我们的行程。
所以，据店主亲口所说，问题并不在于没有导游可用。他们其实有导游，却还是选择取消我们已经付费预订的行程——显然是因为只有两名付费顾客还不足以让这次游览变得“值得”。
然而不知为何，只要我们愿意再支付140美元……这次游览仍然可以作为“私人游览”来进行。
当我对此提出质疑时，杰里米居然对我说：如果我真的想参加驼鹿观赏之旅，一开始就应该花更多的钱预订私人游览。
这种说法简直不可理喻。我预订的正是Northeast Whitewater所宣传的游览项目，我也确认了预订并支付了费用。在我预订的过程中，始终没有人告诉我：购买普通旅游套餐就意味着旅行社有可能在最后一刻判定我消费金额不足，从而取消我的预订。
杰里米还建议我干脆延长行程，这样就能参加另一趟旅游。当我说明这样做不可行时，他却指责是我不够灵活变通。
显然，旅行社期望顾客自行调整旅行计划、延长住宿时间。他们还额外收费，就因为公司决定不履行那个早已接受并收取了费用的预订。
当我告诉他，我认为这种商业行为极其不妥时，他笑了。
当我指出，他们取消了我们已经付费的行程，却又以140美元的额外费用提供几乎相同的服务，这在我看来就是一种诱导消费者多掏钱的欺诈手段时，他的回应是：他有权这么做。那个回复让我明白了所有我需要了解的情况。
我理解有时候由于天气、紧急情况、安全问题或人员调配上的意外状况，旅游行程不得不取消。但店主告诉我的情况并非如此。据他所说，虽然已经安排了导游，但由于只有两名顾客预订了行程，他便决定让导游休息一天。
如果Northeast Whitewater有开展旅游服务所需的最低顾客人数要求的话……这一点必须在接受客人的预订及付款之前明确告知。顾客绝不应该在早上6点的行程开始前一天下午才得知他们的预订无法得到兑现——只因为公司未能售出足够的额外座位。
退还的旅游费用并不包含油费、住宿费、餐费、14个小时的往返车程成本，更不包括我们专程前往缅因州所期望获得的体验价值。
我再也不会预订Northeast Whitewater的服务了。我强烈建议任何有意参加其行程的人，在计划度假或预订不可退款的旅游服务之前务必慎重考虑。
预订理应具有某种意义才对。
显然，对于这家公司而言则并非如此。
我强烈劝告任何人都不要预订Northeast Whitewater提供的驼鹿观赏游，尤其是当你把这次体验作为旅行计划的一部分时。
我提前预订并付费购买了他们周六早晨6点的驼鹿观赏游。这次旅游正是我们专程前往缅因州这一地区的原因。往返途中，我们各自驾车约7小时，还花费了不少钱在汽油和食物上。我们专门预订了交通和住宿，就是为了能参加这次旅游。
就在旅游前一天下午2点20分左右，我接到电话说我们的旅游被取消了，原因是“没有导游”。
他们给了我三个选择：
1. 额外支付140美元后，他们仍能以“私人定制游”的形式带我们参加完全相同的旅游行程。
2. 重新安排到其他日期和时间。
3. 获得退款。我解释说，重新安排时间是不可能的，因为我们会在原定游览时间过后立刻离开该州。她则表示会继续努力寻找导游。
下午4点过后，她又打电话来，说觉得自己找到了可以带我们游览的人选，稍后会再给我回电。下午5点03分——此时距离原定早上6点的游览时间不到13个小时——她打电话告诉我，我的钱已经被退还了。我向他们解释了这种情况有多令人沮丧——毕竟我们为了这次体验花费了大量时间和金钱才来到这里。她告诉我，自己“只是在那儿工作”，只是在执行老板的命令罢了。
随后我得知了一个让情况变得更糟的事实：我们俩是这次旅行团中仅有的两位预订者。
我要求与老板杰里米面谈。然而他非但没有体谅我的沮丧情绪，从一开始就显得漠不关心。
最令人担忧的是……杰里米告诉我，他们原本确实安排了导游来带我们游览，但由于只有两个人预订，他便决定让导游休息一天，同时取消了我们的行程。
所以，据店主亲口所说，问题并不在于没有导游可用。他们其实有导游，却还是选择取消我们已经付费预订的行程——显然是因为只有两名付费顾客还不足以让这次游览变得“值得”。
然而不知为何，只要我们愿意再支付140美元……这次游览仍然可以作为“私人游览”来进行。
当我对此提出质疑时，杰里米居然对我说：如果我真的想参加驼鹿观赏之旅，一开始就应该花更多的钱预订私人游览。
这种说法简直不可理喻。我预订的正是Northeast Whitewater所宣传的游览项目，我也确认了预订并支付了费用。在我预订的过程中，始终没有人告诉我：购买普通旅游套餐就意味着旅行社有可能在最后一刻判定我消费金额不足，从而取消我的预订。
杰里米还建议我干脆延长行程，这样就能参加另一趟旅游。当我说明这样做不可行时，他却指责是我不够灵活变通。
显然，旅行社期望顾客自行调整旅行计划、延长住宿时间。他们还额外收费，就因为公司决定不履行那个早已接受并收取了费用的预订。
当我告诉他，我认为这种商业行为极其不妥时，他笑了。
当我指出，他们取消了我们已经付费的行程，却又以140美元的额外费用提供几乎相同的服务，这在我看来就是一种诱导消费者多掏钱的欺诈手段时，他的回应是：他有权这么做。那个回复让我明白了所有我需要了解的情况。
我理解有时候由于天气、紧急情况、安全问题或人员调配上的意外状况，旅游行程不得不取消。但店主告诉我的情况并非如此。据他所说，虽然已经安排了导游，但由于只有两名顾客预订了行程，他便决定让导游休息一天。
如果Northeast Whitewater有开展旅游服务所需的最低顾客人数要求的话……这一点必须在接受客人的预订及付款之前明确告知。顾客绝不应该在早上6点的行程开始前一天下午才得知他们的预订无法得到兑现——只因为公司未能售出足够的额外座位。
退还的旅游费用并不包含油费、住宿费、餐费、14个小时的往返车程成本，更不包括我们专程前往缅因州所期望获得的体验价值。
我再也不会预订Northeast Whitewater的服务了。我强烈建议任何有意参加其行程的人，在计划度假或预订不可退款的旅游服务之前务必慎重考虑。
预订理应具有某种意义才对。
显然，对于这家公司而言则并非如此。
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