Hello Richard,
Thank you for taking the time to share our unfortunate experience with the wider public. What can we say? Most of it is true, we did say we'd look after your dog.
However, after another lockdown, a drought which we were managing, and us changing how we use our vehicles, things did change. Once we realised our mistake, we were working on bringing in someone trusted, specifically to look after the dog, at entirely our own cost. We remembered our lovely conversation at the time of booking, and knew that this trip to the Lake District was centred around the White Water Rafting. We really didn't want to let you down.
As it happened, we didn't get to confirm an alternative dog sitter within the promised window of that evening/ morning, and as you seemed to be so concerned that we had been holding your money for so long, and with how (rightly so) unprofessional we had been to that point, we did give you the option to have a refund. Which you took. We also offered for you to wait a little longer for us to find an adequate solution, but this wasn't what you wanted.
We are sorry for the whole unfortunate incident, it really wasn't something we wanted to happen. Our lesson learnt is that we can't look after people's dogs, and we really need to stick within our parameters and focus on fantastic White Water Rafting adventures.
Once again, wishing you all the best,
Rosie