In early June 2016, Twila (the owner) called to advise that no older children were going to be in our son’s session and asked if he could transfer to another. Our first experience with Pagosa Dogsled Adventures in Spring 2015 was so positive that our son followed up with their week-long camp in summer of 2015 - an experience that, in turn, was so positive that we signed up our son for summer camp again for late July 2016 (and paid the $500 tuition in full in early May 2016). I am posting this review with much regret. Then I see this review posted a few days later? I honestly do not know what I could have done differently? Please let me know. In spite of that I still refunded the remaining money that they paid, just because I felt bad for them. Our cancelation policy is very clear that there are NO refunds for last minute cancelations and she had to agree to the policy by checking off a “I have read.” box when she made the reservation. 4) the next day they called and canceled 30 minutes before their MTD that was scheduled, after we pulled staff in for it and had everything set up. At that time I refunded their card for 75% of the original tour and booked them into a MTD’s for the next day. They agreed and seemed very excited about it. 3) Since they had driven quite a distance I offered to give them a Meet The Dogs the next day at no cost and a partial refund of their original tour. Then I followed up with both another call (voicemail) and an email detailing the cancellation of their tour. They called twice, only left a message once, I returned the call & left a voicemail regarding the cancellation of the tour. 2) Regarding communication-we have caller id as well as voicemail. Our booking software not only shows that the email was sent, it also shows that it was opened-wouldn’t you assume that it was read too? When they showed up she admitted that she saw the email but didnt read it. 1) they did receive a confirmation email with directions and details. In the first place, much of it is an exaggeration of the actual details. Their web site does not state address or refunds. I can’t believe a business is allowed to function like this. We tried to call and leave emails but again without a response. When we woke up the next day, we were too tired to go after the long ride the day before. Why could they not do it the same day? We accepted and they gave a partial refund and then I received an email. We left and then they called and said we could do a meet and greet the next day. They stated they were so very busy but no one was there and the phone was not ringing. The only email we had was the one where they took the money. We found someone standing outside and they said it was canceled! They lied and stated they tried to call and left emails. We finally looked it up on Facebook and drove there. When we arrived to pagosa, the address led us to a small shop for adventures and no one was there. I did not want to lose money on something I had paid in advance for. Since I paid online, We woke up at 4:30 in the morning and drove two and a half hours with only the address listed on this site. In trying to set up, I left several messages without a return phone call. We decided due to trip advisor that this is something he would want to try.
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