Hello Pamela and Gabrielle,
We took some time to respond to your review because we needed to think about it carefully. We were very saddened to realize how dissatisfied you were with our tour. We have carefully considered all your comments to understand where we went wrong and to ensure we avoid similar mistakes in the future.
First, I want to apologize for the faulty buggy you received. We acknowledge that the buggy you had didn't work well that day, as confirmed by Justine and the mechanics. They also informed me that they changed your buggy, which had an acceleration issue, at the beginning of the tour. Justine mentioned that you thanked her for promptly addressing the issue. I want to emphasize that our machines sometimes struggle when the weather has been rainy and the paths are muddy. Please rest assured, Justine did not intentionally give you a faulty buggy because you didn't speak French or because you are a black-skinned family. We had three four-seaters and four two-seaters that day: two four-seaters for the family of four adults and four kids, one for your family of three, and four double machines for the four couples. The guide does not choose which buggy participants get; she simply allocates the available machines per family. It's never enjoyable for guides or mechanics to have a family on a faulty machine, and if Justine had known, she would have requested a different one from the start.
The second issue you encountered was not mechanical but rather a broken wheel caused by a stone. This was not due to a lack of maintenance but was an unfortunate accident that could have happened to any participant.
Justine also mentioned that she provided all explanations at the sugar cane plantation in both English and French. She explained what happened when you damaged the wheel with the stone. Since this occurred in the last 10 minutes of the buggy ride, there was no way to change your buggy, so you had to ride with the mechanic. Justine informed you of this and attended to another family with an issue. Once resolved, she saw a mechanic signal that you could proceed. She assumed everything was fine and that you would safely complete the last few kilometers with the mechanics. However, when she looked back later and saw you were not there, she realized there was another problem. Given the muddy path, she couldn't return with the other participants without risking further mechanical issues. Therefore, she quickly reached the ranch to call the mechanics and, if necessary, pick you up with the safari truck. Thankfully, the mechanics confirmed it was okay, and you safely arrived 10 minutes later. Justine acknowledged she should have waited for you but realized it too late.
We are very sorry for the inconveniences you experienced and offer our sincere apologies.
Regarding the fact that you were the only American and English-speaking participants that day, this was true. It was holiday time in Europe, and by coincidence, only French-speaking people were booked on the tour besides you. We are a small tour agency, and unfortunately, this can happen. It is more challenging for a guide to manage such a group as it requires more effort to explain everything in both languages, but it is part of our job, and we always strive to be present for everyone. You are right that the guide may have spoken more in French than in English due to the majority of French speakers. In such cases, our guides generally try to compensate by spending more time with the minority language speakers, typically during lunch. We regret that we did not succeed this time. If you felt bad because of the faulty buggy, or/and because you finished the ride with the mechanics and not with the rest of the group, or if you feel we said something offensive, why didn’t you take the opportunity to let us know what we did wrong?
My business partner and guide, Marina, said she tried to sit with you at lunchtime, but you refused. I believe this was a big misunderstanding. Marina is married to a black man and has a beautiful four-year-old biracial son. I find it hard to believe she would make a racist comment. I think she may have said something that came across wrong in non-perfect English.
I also want to specify we all have arrived in the Dominican Republic without speaking Spanish. We are now completely integrated with Dominican citizenship and we speak the language perfectly. We probably couldn’t become so integrated if we were prejudiced people.
Allow me to explain what she intended at the restaurant: When you arrived, the 16 participants were already seated at one table. Because the table was full, she suggested you sit at another table and said she would join you for lunch. She wanted to discuss the setbacks you experienced during the buggy ride and spend time with you.
I also want to emphasize that we are two French women with young children. Our business relies heavily on online reviews. A good review can bring some new customers, while a bad one can deter many. Our business and families depend on the reviews we receive, therefore we try to take care of every customer, regardless of their nationality, language or color of skin.
Had you informed us or written to us directly, we would have refunded you immediately. We will refund the $428 USD you spent for the tour and the transport from Juan Dolio because we understand the tour did not meet your expectations.
We appreciate you pointing out the negative aspects of our buggy safari and giving us the chance to learn from our mistakes.
I know you mentioned not wanting to visit the Dominican Republic again, but we would like to invite your family on our tour to Saona Island. This tour always has English-speaking participants. We are confident you will enjoy it, and we would be very glad to reconcile with you.
Sincerely,
Nadine and the team of Dominican Attitude