As you stated are welcome center is air-conditioned and we do welcome guest to wait in Air condition, providing they are all in one group as the welcome center is not large enough to accommodate social distancing. In addition there’s nothing that we can do about the heat outside nor about the fact that our welcome center is only able to accommodate one group of guest at a time right now due to Covid. I’m unsure of what you mean by “pursuing a better option” Your group was offered the ability to rebook at a later time so that you could receive your entire 90 minutes, your group was given a free carriage tour and your group was given a 60 minute ride price for 73 minutes of riding. If you would care to give us a call and share who you thought was unexperienced I can let you know how long they have been working. We do not have however in experience staff, each staff member that works at the troll center is required to work with an experienced team member for an extended period of time before they are ever allowed to work alone. As far as your rider stirrup breaking, again completely out of our control -occasionally Tack breaks, tack is checked on a daily basis for safety, but occasionally because they are made out of leather if a strap could break. We also provided your group with a free carriage tour for the inconvenience although it was completely out of our ability to control. We did however refund your group as you said, So that you only paid for a 60 minute ride not a 90 minute. The horses do not live on Jekyll Island and they have to come onto the island each and every day that they work, because your ride was the first one of the day it ended up being late and not being able to be your full 90 minutes although according to your video that I reviewed with you your ride was 73 minutes. I’m sorry to hear of your disappointment, you are indeed correct, your ride went out considerably late because the horses have to be hauled in every day for the farm and you came on an extremely busy day for Jekyll Island, and the toll booth had broken and cars were backed so far that the trailer had to wait over and hour and a half for them to make it the 6 miles down the causeway which put your trail late. I do not recommend this business as they have inexperienced staff bringing horses up to mount without proper safety gear! This was truly a disappointment and I do not recommend this company. The manager gave us the difference between the hour and hour and half beach ride but has been unhelpful in pursuing a better resolution. One of our inexperienced riders had his stirrup fall off and the guide made him feel badly about it and how he was riding. We were mostly experienced but we wanted an easy relaxing ride. We paid for an hour and a half ride but we returned after 54 minutes. We all wore masks but the employees did not. We were drenched in sweat before we even got in the saddle!! We were told we could wait in the small room where there was air conditioning but we barely fit during this pandemic. ![]() The horses were not ready and we had to wait in the hot sun for an hour and 15 minutes while they brushed and saddled the horses. ![]() I do know the horse that you’re speaking of and that her horse is currently back where we bought it from in Jacksonville at Trail center there, we returned it immediately because it’s demeanor did not meet our standards.This was a terrible experience for the 11 of us that were scheduled for an 11:30 am ride. Very few horses make it to that point so it is very rare that we have one that makes it all the way to the point of physically going to Jekyll that then cannot be used. occasionally it’s only when the guides ride them out the first time that we see that they will not work for our program, at that time they are immediately removed. When we purchase horses we thoroughly screen them in every circumstance available to make sure that they are ready to go to Trail, and then we have our guides ride them out, many,many times before they are rented. ![]() I’m sorry to hear of your experience, unfortunately the only way to know if a horse will work for us is to actually use it.
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