As other reviews show we enjoy our work and our customers enjoy our tours. Are we perfect...no..sometimes things happen..when they do we solve or compensate for them because we are consious of our responsabity and we genuinely aim to have people leave this very special place with positive feelings about it.
In short this is what happened.
She was the only customer this day. Instead of canceling we decided to pass her reservation through to a collegue that had a similar tour going out. They charge more and don't include any hotsprings though.
I thought it to be a good solution so the customer could have her tour, even if this meant a financial loss to me (can't win 'm all). At the end we would take her to the hotsprings so to comply with the itinerary. Just me trying to do something with the best intentions.
Likes mentioned this other company doesn't include any hotsprings. Apparently some in the group she was in payed $50 extra to go to the Baldi hotsprings. It now appears that this, paying additional part, was lost to the lady writing this review.
We could have added this at a similar extra price. In the short interaction I had with her I was truly surprised by the hostile approche she took. She did the tour that she (as stated in her review) enjoyed but now we had a problem she said: "You need to take me to the hotsprings". I was very aware of this and told her that this was clear and that that was exactly the thing we were going to take care off. I did ask her why she spoke in the tone of voice that she did since for me it was unclear what was bothering her.
Since the wish to go to Baldi wasn't expressed by her we took her to the hotsprings that are included in our tour.
Not as fancy as Baldi but always a very nice spot to end our active day.
Apparently this fell short of her expectation which caused her to sit down and write this review.
I do wish for all involved that she does a bit more research about a product before purchasing. This way she knows what she is entitled to and there is no need for unfunded accusations.