Coasteering no Wild Atlantic Way da Irlanda

A very disappointing and dishonest follow-up from a disgruntled customer who clearly did not appreciate us responding publicly and factually to his original review(On Google). It is particularly extraordinary to now see our safety standards being questioned. We have been operating professionally for 14 years with an excellent safety record, and our reputation has been built on taking safety extremely seriously. In fact, the entire issue during this particular session arose because our guides repeatedly had to remind this customer to follow safety instructions, remain with the group and pay attention during demonstrations. Rather than reflect on the feedback given to him, he appears to have taken exception to being challenged and has chosen to continue attacking the business. Our original response below explains exactly what happened, and we stand fully behind both our guides and their handling of the session. Thankfully, anyone reading our reviews can see how completely out of character this complaint is compared with the experiences of the thousands of customers we have taken out over the years. The other 11 participants on this particular session were also entirely positive about their experience. Unfortunately, in business you occasionally encounter someone determined to find fault where there simply was none. Original response - Stevie – Lead Guide I’m grateful for the opportunity to respond personally, as I was the lead guide on this session and some very important context is missing. I’ve worked professionally as an outdoor guide for almost 30 years. When I asked about your previous experience, you told me you were “highly experienced in canyoning” and immediately questioned the fact that we don’t use ropes. A slightly unusual first interaction, but I moved on. There were, in fact, a few more strange comments made between our initial meeting and the start of the activity. During the safety briefing, you turned your back on the demonstration and walked away to take photos and videos. When I asked you to pay attention, you replied, “I am listening!” The problem was, this was also a practical demonstration containing important safety techniques that needed to be seen, not just heard. You were clearly unhappy about being politely asked to give it your full attention. At the very first water entry, it quickly became apparent that you required considerably more assistance than the level of experience you had described. Of course, there is absolutely nothing wrong with that — we take complete beginners every day — but it does help enormously if you watch the demonstrations. Throughout the session, you repeatedly disregarded instructions and moved away from the group to take photos and videos. With 12 people and swell running, my job was to manage everyone’s safety, and that meant repeatedly — but still politely — asking you to stay with the group. Unfortunately, each reminder seemed to irritate you further. Which brings me to the slightly baffling complaint about photographs. Photos aren’t included or guaranteed on our sessions. We take them when circumstances allow as an added extra for our customers. On this occasion, both guides were busy doing what they were there to do — guiding. Meanwhile, you were taking so many photos and videos yourself that getting you to put the phone away and follow instructions became a recurring theme of the session. What you interpreted as a lack of friendliness was simply me doing my job and repeatedly asking you to follow safety procedures. I make no apology for that. It’s also worth noting that the other 11 participants on the session had nothing but positive feedback. It seems the only person who had an issue with the guides was the one that had to be repeatedly asked to follow the safety instructions. Clare – Owner, Real Adventures Connemara Having spoken to both guides, I completely stand behind how they handled this session. Our reviews consistently praise our guides for being friendly, professional and encouraging, so when I read an account like this, I want to know what happened. In this case, a customer who presented himself as highly experienced repeatedly ignored safety instructions, walked away during demonstrations and separated himself from the group to take photographs — and then complained that the guides didn’t take enough photographs. You really couldn’t write it. Photos are a lovely extra when circumstances allow; they are not part of the activity and are never guaranteed. With 12 people and swell running, I’d be considerably more concerned if my guides were prioritising photography. Sometimes good guiding means telling someone something they don’t want to hear. I’d much rather stand behind a guide for doing that than have them stay quiet simply to avoid upsetting a customer — particularly when doing so could lead to an incident. Safety will always come before photographs — and, occasionally, before keeping everyone happy.