David

Review of Discover Banff Tours

We were enroute to the Yamnuska Wolfdog Sanctuary ...

We were enroute to the Yamnuska Wolfdog Sanctuary for my mother's birthday and had to turn around due to really poor road conditions and a severe weather warning. We called to rebook our tour and were informed it was not possible. I understand that it was very last minute to reschedule but not an unreasonable request under the circumstances. Yes, Alberta weather is unpredictable but explain to me why we should be out $432 for something that we have no control over? We were not looking for a refund, we just wanted to pick a another day so we did not have to risk getting into an accident.

After a lot of back and forth with someone over the phone, they finally agreed to call the director and see what could be done. When I called back for an update, I was informed we could reschedule or get a refund, I hung up so everyone in our party could agree on a new date and called back. When I called back with our new date I was now told they could not reschedule our tour.

I was then told the sanctuary managed to resell 6 of the of the 8 tickets we bought so we could be getting a refund for 6 of the tickets but not the remaining 2 tickets that didn't sell. I don't know how many times I stressed that we don't want a refund, we just want to reschedule. Because of your no refund policy, you have lost money. If we had just been able to reschedule due to circumstances beyond our control, you still would have sold 6 of the 8 tickets today plus, you would still have all our money and all of the supplies we were bringing to donate