Diego Barra

Review of Nova Guides, Inc.

This was by far THE WORST rental experience I have...

This was by far THE WORST rental experience I have ever had. NEVER will I return to this place or ever recommend it to any one. PLEASE, PLEASE do yourself a favor and find a place that cares for their customers and their experience. I personally enjoy doing things that you don't normally get to do on a regular basis and I rarely pass up an opportunity. This was one of those opportunities, but I CANNOT believe how POORLY we were treated and how they operated their business with their customers.

We were a group of 9 and we drove about 2 hours to rent snowmobiles from our hotel. We rented 5 snowmobiles. For just 1 hour of rentals, we paid them about 750 dollars.
From the get go, the lady at the desk was constantly rude. We are there to have fun and have a good experience, it's hard to do when the staff isn't very friendly. What really surprised me was how over priced their fees were: Rescue fee- 100 dollars an hour per employee, Late Fee- 30 dollars for being late plus 30 dollars every 30 minutes you are late, and Damage Charge- 75 dollars an hour for labor plus parts at retail price plus a next day rental fee of 1000.00 dollars. This blew my mind, I could tell they were in it for the money.

Regardless of the fee and the lady's horrible attitude towards us, I still decided to go ahead and rent because we had drove 2 hours and it was a new experience none of us had ever had. Before we were able to ride, they went over how to drive the snowmobile and where to ride. Never did she explain what to do if you get stuck, how to get help (there is no cell phone service out there), or how to get unstuck. Well, I took my little sister with me and we went out riding. Coming towards the end of our hour we began to head back. It was just my luck that we got stuck heading back to the rental cabin. Now, the area we got stuck in was an area with a lot of snowmobile tracks, so it wasn't like we were out in the middle of no where (I could even see the cabin from where we got stuck at). The more I tried to get the snowmobile out, the deeper in snow it got. I was stuck with my little sister for about 20 minutes on our own trying to get the snowmobile out. Finally someone from the rental cabin made it out there. He only ASSISTED us on getting it out (he didn't do it on his own) for no more than 15 minutes and we were able to get out. I was sweating like crazy out there in the cold lifting and pushing that heavy snowmobile on my own, while I constantly sank deeper and deeper in the snow.

We rented the snowmobiles at 4 pm and made it back to the rental cabin by 530 pm. Once we got there I was charged 160 dollars for basically 15 minutes of 1 persons assistance. That was outrageous!!! For the gear rental and the snowmobile rental for 2 people it cost me 150 dollars. Now, I was getting charged an additional 160 dollars.. Unbelievable.
When the gentleman was assisting us in getting the snowmobile unstuck, I asked him, "Does this happen a lot?" He replied with a smirk," Oh yes"

To top off this AWFUL experience, when the rest of our group was waiting in the cabin for us to get back, an older man told my group that I was "a FOOL" for not coming back on time. Those kinds of comments were so unnecessary.

What kind of business treats their customers like this... Nova Guides, a place I will never ever go back to and will never recommend to anyone.
I was SO UPSET when this all happened, that it ruined the rest of my trip. I waited a while to write this review because I didn't want to write this review out of anger. I wanted to tell my experience exactly how it happened and made sure I had a clear head before I did.