Dear Rachel, thank you for sharing your experience with us after going on the UTV tour. We are saddened that we failed to meet your expectations on our excursion. Fact is upon arrival at our HQ, either via our complimentary pick up service or you arrive by your own car, you check in, followed by the safety briefing. Before the safety briefing begins we even offer complimentary breakfast-snacks and beverages, as the rest of the participants arrive and they check in, so you wait (not quite an hour as you question) in on our cozy lounge area.
In terms of our UTVs, these machines are mechanical and failures can occur. In your case, when the failure occurred your machine was swapped immediately, which you approved, according to our driver.
Lastly, about the information you claim is incorrect, it's difficult for me to offer comments, but I will sent out a memo reminding our guides about their training and offering refresh courses. Thank you for bringing that to my attention. In terms of asking for gratuities, the tour leader claimed he mentioned it to the group once, at the end.
After seeing your review, and after looking at your TA profile, you seem to be a strict reviewer, which we certainly can appreciate. Thank you for keeping us honest and your words won't be in vain.
Regards,
Gabriel de Mey
Manager