Banff Trail Riders - Store

Booked a trip and was not giving a full refund for not meeting their minimum requirements. On top of that they referenced a policy that doesn't EXIST! I feel like this company is in the business of cheating consumers daily. They said it's in their policy but it's not on Expedia's website nor any information I was giving when I arrived. The staff Gina and Sarah were rude, condescending and equally hard to deal with. If you guys want to a memorable adventure DON'T go here, find a place that gives you the information so it's black and white!

6 Day Horse Ride & Camping was fantastic, horses well cared for and staff very experienced, friendly and fun

Ride sorely afflicted by mosquitoes and rude support
We took a 1 hour ride along the lake. Unfortunately we were not warned of the mosquito swarms - neither at booking nor before saddling up. This resulted in stressed horses and lots of mosquito bites for the riders.
A day ahead we contacted Banff Trail Riders by telephone. We had an issue with our booking and they were, in my opinion, very rude towards their customers.
PS: They instructed us to put our phones in fly mode due to the possible distraction. I don't think a ringing mobile phone compares to massive swarms of attacking mosquitos.

We took a corporate retreat to Banff. We (a group of 12'people) booked a "Cowboy Cookout" which was to be a horse back ride to a BBQ. The excursion was an entire evening event. We prepaid $1,800 ($150 x 12 people). The event began at 5pm. We were supposed to be 15 minutes early. We checked in at 4:52 pm. We were told the cutoff was 4:45 and we were refused to go on the excursion. When we asked what we missed they said "a weigh in" and "signing the waiver" - which was a one page document sitting on the counter. Remember this was a prepaid event. We literally watched another group saddle up on our horses and trot out of the stable. We were denied a horseback ride and the dinner we had pre paid $150 per person for. Rather than making any accommodations whatsoever they said they have a strict no refund policy and we could go pound sand.

Kelsey and her "manager" Katie were unapologetic, rude, dismissive, and when I told her I would pursue getting my $1,800 back, she said "good luck with that." This company is all about money with no interest whatsoever for the customer. Because we were visiting for the States and leaving Banff, they were happy to steal $1,800 despite providing nothing in return. We even offered to walk to the cookout on the horse trail, they refused.

The horse is chained to a pole under the hot suntan with no shade for hours. It is visibly trying to escape. This is legalized animal cruelty. Whether or not the horse was saved from an auction does not change the fact that is abuse.

Thank you to Mike (the human) and Butch (the heavy worker of the team) for a wonderful late afternoon ride. The champagne and chocolates were great but Mike's knowledge of the area and history and his understanding of the horses and wonderful work of this company in rescuing so many beautiful horses at auction made this a fabulous experience. To see these horses at work and happy was worth triple what we paid. Thank you Banff Trail Riders for such a great experience. We will be back!

Really cool place! I went on the 2 hour trail, and had a great time. We saw a bear with its cubs on the trail and also had some awesome views of Banff. The guides were very organised and informative. I would recommend it to anyone. If I get the chance I will be going back for the full day out!!

the first day was pouring.Kate was patient with my 3 Year old girl. Great experience for her!And it was longer than 15mins. My daughter loved so much so we ended up back the next day with Sara. She taught her some horse commands.Great experience again ! Will be back! thanks girls!