Sharon H.
Yelp
We booked a horse vacation package at the Vermont Icelandic Horse Farm and Mad River Inn. Horrible experience!
The package confirmation letter claimed the final ride ended at 4 pm on our last day. The website claims "Our Inn Ride prices include ride with guide, meals, and lodging". Owing to the final ride ending at 4pm and that we had an 8 hour drive back to Pennsylvania, we opted for the 3-day/4-night package for $1,050 pp. Upon arrival, we were told that "we were on our own" for dinner our final night. (Why would we get dinner the other nights we rode but not this night?) Awkward start. We then learned that the final ride ends at12:30/1:00 pm, not the 4 pm stated in the confirmation letter. Had we been given correct information, we would have booked only the 3-day/3-night package for $950 pp and left at 1:00pm after the final ride. So we asked to check out on day 3 and to be credited for $100 pp, since the error in booking was due to their
incorrect information.
Decent, honest business owners, who genuinely care about their customers would admit they made an error, apologize profusely, credit the difference and correct their information going forward. Not this husband/wife team. Luc, the Inn owner said we needed to take this up with Karen, the Ranch owner (adding tersely that "she's not going to give you any money back"). When we then spoke with Karen, she instantly, dismissively and angrily refused any responsibility and said all the
details were stated in the contract we were sent. Fortunately, we had a copy of that contract with us, and we agreed to review it later that night. And later that night is when she actually YELLED at us! With our contract in hand, we asked if she had a minute to discuss it. And she screamed "No! I'm tired, I worked hard today and I'm not giving you any money back!" We were stunned. We tried to calmly discuss this with her and Luc, but to no avail. Luc also raised his voice and neither would calmly hear us out. And, this whole scene took place in front of another guest's child.
We all work hard. We worked very hard to earn the money to spend on a vacation at their establishment, which was ruined with that confrontational outburst. Read the bad reviews of this operation. These are true. Right down to the small details. These two owners have an underlying simmering contempt for customers. When we arrived, Karen was in the kitchen and didn't even introduce herself or say hello or welcome. At every turn, we felt like intruders. A fellow guest asked to freshen up after the final ride before heading home, and she was told "no" by Luc because he had 3 parties coming in and no room was available. We know for a fact that one room (ours) was available. The only warmth, graciousness and hospitality you'll find is on their website.
And the funny thing is that Karen admitted to the incorrect information and still would not make us whole! After that outburst, she came to our room and offered to take us on an extra ride. So, let me get this straight. You just yelled at us and ruined our vacation, and you think we want to spend more time with you?! The next morning she be grudgingly offered to refund us the cost of the room for the extra night we wouldn't be staying. That was $150. When I explained, yet again, that her incorrect information led us to choose the wrong package, and the package differential was $200, she refused to refund us that amount. We filed a disputethrough our credit card company and won for the difference in package prices. No wonder their website says they prefer to be paid by cash or check.
As for the riding, it was fine but not great. The barn is well run and the staff is competent. However, you will literally do about two 20-30 second bursts of tolting per ride. And about half or more of each ride is on lightly traveled gravel roads. Except for one longer day ride, you'll spend half your time getting to the beautiful meadows, mountains and forests to ride in.
I'm a regular ranch vacationer having gone to almost 20 ranches around the country. I have never been treated so poorly. We were yelled at, belittled, and made to feel unwelcome and uncomfortable. All of my other ranch vacations have been wonderful, with hosts who truly enjoy what they do, who are warm, gracious and caring and who want their guests to have a wonderful experience. Luc and Karen may have passion for the horses (Karen) and for cooking (Luc), but there is no
warmth or compassion for the guests who help make their livelihoods possible. There are far, far better horse riding and lodging experiences out there. Don't stay here!