Response to your Trip Adviser response

MidlandsGM, General Manager at Midlands Saddle & Trout Resort, responded to this review Responded 2 days ago (7 Jan 2017)

Thank for the valuable feedback, ******.

After refunding a meal, then sponsoring desert, then offering complimentary wine - I was asked to refund the horse rides when your party clearly didn't follow the safety instructions. All done in good faith. I will admit that I was quite surprised the next day when your family wanted to re-book the same ride that requested a full refund.

My sincerest apologies if you felt my refusal to allow horse rides rude and obnoxious. I intended to be firm and clear, not unkind.

Sincerely, ****************** General Manager Midlands Saddle & Trout

Dear Manager,

Thank you for response.

I am so glad that you mentioned the meal on Trip Adviser, I did not mention it purposefully because you did resolve the issue. Seeing as you have brought it up now though, serving off meat is completely unacceptable and you would not expect that at a three star resort of any kind. Your complimentary dessert and wine was greatly appreciated as we told the waitress and the manager on duty that night. We walked away satisfied and put it behind us.

We did not request a refund for your horse rides. We simply wanted to bring to your attention that we were told that we would have an estimated horse ride of 1 hour for R200 pp and we got 30 mins. You gave us a full refund as that was how you saw to resolve the issue, regardless of what was said by us in your meeting. You chose not to discuss it. Our children were very keen to be involved in the horses so why would we ruin that experience for them.

Your attitude when we did come back (two days later) to book the ride for the children was "unkind". I cannot fathom how you feel it is okay to be "firm and clear" when booking horse rides for children not the whole family. We see that you might have got the wrong impression of us when expressing our disappointment at spending R 800 at your resort for horse rides for 30 mins. I didn't think we were being unfair. I do not recall ever being told of any other safety advice other than listen to your groom and stay behind his horse at all times. Which we did. We did not sign any indemnity form or have any safety briefing other than what we were told when mounting the horses. So you cant blame us for that either.

To justify your apology with 'sorry but you...' never really sits well with me in any situation and yours is no exception.

Regards, Former Guest