Very poor snow conditions and no customer support
Very disappointing experience.
We booked a snowmobile safari with high expectations, based on the company’s strong reputation. Unfortunately, the reality was completely different.
As shown in the attached photos, the route had very limited snow, with large sections of mud, water, and exposed rocks. In several parts, it felt more like crossing puddles or shallow streams than riding a snowmobile on snow. This is clearly far from what most customers would reasonably expect when booking this type of activity.
What is even more concerning is how the situation was handled afterwards. Despite clear evidence of the actual conditions, the company maintained that this experience was acceptable and fully in line with what was offered, and refused to provide any form of partial refund or compensation.
We were also told that it is the customer’s responsibility to assess whether the conditions are suitable before taking part in the activity. As visitors staying in the city, this is simply unrealistic. Customers have no way of knowing the real conditions of forest trails or where exactly the tour will take place. This is information only the operator can have.
Interestingly, the day before the tour, we were informed that children could not participate for safety reasons, as they would normally be transported in a sleigh attached to the snowmobile. This clearly shows that the conditions were already known in advance.
We are not questioning the weather itself, which is obviously beyond anyone’s control. What we question is the lack of transparency and the fact that such conditions are considered acceptable without any form of acknowledgment.
A simple apology and even a symbolic partial refund would have shown a basic level of customer care, but the company remained completely inflexible in its position.
Overall, a very disappointing experience, not so much because of the weather but because of how it was managed and the complete lack of customer care afterwards. For this reason, we would not recommend this company.