VIP Private Boutique Tour of Yellowstone's Lower Loop - West Yellowstone, MT

Hi Mr and Mrs Newton, After speaking with you today directly we wanted to address the concerns we discussed. We sincerely apologize for the tour you recieved. While we were initially led to believe (by what we were told by the guide) that this was a case of mistaken expectations vs what is listed in the itinerary, we now know that the guide took it upon himself to alter the tour. While we do understand that his intentions were good and he thought he was providing a service by suggesting the longer hikes and things that were not initially listed in an attempt to make up for areas that were closed due to weather, he should not have made that decision himself. The issue with the gate fees is still be addressed. All of our guide are provided with funds either by cash or company credit card for the entrance fees. We do understand you concern about the const of entry, but for anyone reading the review and this response please understand, as a business we are required to pay a different amount when we takes guests into the park. Most companies don't offer to cover the entrance fees to avoid situations like this, but we include those costs in our pricing to make it easier for our customers. You having to pay the entrance is not acceptable and goes against our business model. Also, please understand, that we do not make the amount that you were charged. There are additional fees added on by third parties for use of the booking system that we have no control over. As far as the guide not knowing where to go, a lot of time in the spring, we have unexpected winter weather that will close areas that have been open or delay areas that should be open, and we have little to no notice of those areas so our guides try to make adjustments but will not alway be aware of changes prior to entering the park. On the lack of snacks, this is very concerning to us also as our guides are provided either actually water and snacks or if they are in an area far from the office area, funds are sent to them to purchase the supplies they need. There should never be an instance that our guide does not have water and snacks at a minimum. Please rest assured that this situation will be thoroughly discussed and disciplinary actions will be taken. As we discussed, to make up for this event, we are refunding you 50% of the cost of the tour as you requested. Globe Trekkers takes the quality of our tours very seriously and will not tolerate the type of behavior you experienced. Please accept our apologies and we do hope at some point in the future we will have the chance to try to re-earn your business. Sincerely Globe Trekkers Tour Co

Thank you so much for your review. We appreciate your time to write one. Mimi is phenomenal!

Dear Guest, I am very saddened to read that our tour did not exceed your expectations. As the owner of the agency, your feedback is simply dishonest. Instead of coming to me directly, you took the liberty to write negative feedback. After speaking to Sadie here was my take: I will address your review. First, Sadie is one of our most regarded employees, she has NEVER had a complaint. Her feedback and expertise have been exceptional. She has maintained a consistent 5-star review until now. Second, Sadie did have snacks to offer you, you just did not like what she had. Any snacks, drinks, etc., our guides give out is strictly complimentary and comes from their own tip money. If you read the description when booking it clearly states that snacks, and water are complimentary. Third, the tour never describes or offers lunch/meals anywhere. It is not permitted for us to offer lunch/handle food that is not prepackaged. We operate an educational permit in Yellowstone, not a culinary one. There are other tours (busses mostly) that do have food permits. This is not Disney World it is Yellowstone and food options are extremely limited. We give guest a chance to pack their lunch or buy at one of the parks few offerings and you were told this by Sadie beforehand. As the number one private boutique tour company in all The Yellowstone Area we are small one-party tour groups. These are not Vegas to The Grand Canyon Tours. Yellowstone is 2.2 million acres (about the area of Puerto Rico) and your guide showed you over 120 miles of it. These are not party buses or large group tours. We advertise and deliver on the fact that we are a private boutique service. What makes it VIP includes the following; Your guide that drives you, caters to you, provides extensive knowledge, clean comfortable vehicle, Covid Protocols in place, These personal guides offer to be your photographer, and they are all certified field guides with hours of training for all things Yellowstone, and even CPR certification. Our prices are extremely competitive I might add. Most small group tours are around 1500 dollars per person in Yellowstone Area for much less than you see with us. In a climate where everyone is experiencing a shortage of employees, I feel like we have been incredibly lucky to have the talent we do, including Sadie. She tried her best to give you an A+ tour. The way you feel entitled to something we never offered you in any of our advertising or descriptions is obvious to anyone reading your review. I do not like to hear that someone did not have an ecstatic experience. If you had contacted us prior to publicly debasing our company and our employees we would have worked it out. In closing, we more than value our guest and we love what we do. Sincerely, Thomas