Two friends and I decided to book a 2nd visit to TMR. The 1st visit was excellent - the B&B was very good with great breakfasts (agree with earlier comments about Hayden) and the rides were as expected - lots of walking, some trotting and a few canters. Even though the weather was awful, we had a good time and decided to book a 2nd ride for 2 of us - we decided we wanted to canter more and to do so would book a private day ride at £79. It was suggested to us that we ask for the ponies we had ridden on our 2nd day and also that we request a specific guide (the one we had established some rapport with - because she understood our experience and requirements). We didn't mind the cost given our conversation and expectations.
The 2nd ride was good in part - my friend Angela called twice to confirm if the ponies and also the guide would be available. When we arrived, we found the guide was not working that day but we had been given the ponies we'd asked for. The morning was excellent but the afternoon was disappointing (mainly walking, 1 and 1/2 canters and a tiny bit of trotting) and given the cost, we both felt a little cheated. As the ponies were being moved from the upper to lower stables (for business reasons) it felt that the afternoon ride was tailored to meet this need rather than ours. We were advised by our guide that we would canter around the field when we got to the lower stables but this did not happen. It was a hot morning but by the afternoon, it was overcast and cooler.
Upon contacting TMR to give our feedback and also to ask if anything could be done to make up for our disappointment, the lady from TMR advised that they could not do anything because our experience was as expected for the day-ride. This feels quite out-of-synch with modern businesses, where the common approach is to listen to customer feedback (we didn't feel able to give this on the day) and if possible, act upon it.
I would recommend that riders wanting a day-ride (with a consistent morning and afternoon) book a hack to avoid disappointment - it's also cheaper at £72 - or try somewhere else. The lady from TMR says that she is going to discourage anyone else from booking on the day-ride. It's such a shame as I would like to go back to TMR but don't feel I can. I still feel let-down by the afternoon experience and the unwillingless to listen / respond to customers.
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