Kind of confused by reviews here. This is our fifth trip with Blue Mountain. We have rented their bikes and taken our own. We have always found the staff in the store to be polite and pleasant....not necessarily phony smiles and fake happy....but competent. Personally, I like this. These are real people. No one hiding behind a plastic smile. The driver and owner, Tom, is quite another story. We have found him to he engaging, affable, and competent. Times when we did not leave on time were due to guests running late and them holding the shuttle for them. This past time we left right on time. We rented one of the comfort bikes which were easier on our bodies than the mountain bikes, although nowhere near as comfortable as our own hybrids which we opted not to take this time because we suspected that the trail would be wet. We were correct. We ended up doing the 25 mile trip from Whitehaven. The Kevlar tires with slime in the tubes made us feel secure since we did not have a backup tube. We have gone with their competitors in years past and highly recommend Blue Mountain. We have no affiliation with these folks. We just think they do a fine job and have decent equipment and an okay price. Would be interested to hear if that was not another person's experience.