Very disappointing although accommodation was very pleasant

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Guest's review of Equestrian Escape www.equestrian-escapes.com

★☆☆☆☆

“Very disappointing although accommodation was very...”

Written on: 03/01/2016

A riding holiday was my husband's surprise pressy to me which I really looked forward to. Our children were booked into an adventure holiday so we'd be free for riding for our three days. We splashed out on the expensive hotel as part of the luxury break. When we turned up, our instructor was in shorts sunbathing and exclaimed that she thought we'd cancelled. As we were fully contactable on email, mobile and via the hotel booked through the company, this was a complete surprise. I think the only explanation for the rest of our treatment was that she had other things on and didn't want us there. She gets rave reviews from others, so it must depend on her mood and convenience. Our first ride was short and included one short, slow canter, despite the whole point being the wonderful horses. You don't really get that at a walk. Second day, the 'day ride' turned out to be a 4 hr ride and no pub lunch as advertised - and in the event, it never happened. We turned up early as bad weather was forecast. She seemed to want us out of the way and suggested we go out for the day. We said the forecast was for better weather later, so maybe we could still ride. She then said to ring later, and when we did, she cancelled. By the early afternoon, the sun was out and we took photos of the sunshine and a video of a rider out cantering! We then had to return at a different time to have our ride and had to swop the third ride for our accommodation and children's rides as they were then back with us. Not exactly luxury or pleasant. EE were completely useless and just criticised us for not complaining earlier - but it takes time to change your mindset from wanting to enjoy everything to feeling ripped off. We still complained on the second day of a three day trip. No contact at all afterwards even though we said we were unhappy with the alternative provided - but accepted the best of a bad lot at the time.

I feel the need to write the review as this company seems to be very uneven in its provision of holidays, being a mix of 5 or 1 stars. You need therefore to be ready to have a fab time or complain immediately so they can sort things out. They expect immediate phone calls so perhaps this might help some others to get a better time.

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1958Jml's Comment

Written on: 09/11/2016

I've been with EE a couple of times & though the riding was very good, the staff at the agency I've always found disinterested & I felt they gave poor service, eg the website has too few photos; no reminder/'enjoy the week' email close to my hol; and no feedback request.

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