Good morning dear Kevin,
Thank you for your opinion and for the compliments on our guide Maurizio and the ranch staff. At the same time we feel sad to read this review after all we did to make you, your wife and son have a good day.
On this horseback tour there was a child, your son. Our priority was the safety of you and your family. Before we started the tour, the ranch owner called me and told me that it was better to take an easier route for safety reasons, because your son was not able to make the climb that takes us to the top of the hill where the tour then begins
I immediately said yes. On this alternative route you saw in some places garbage but what fault do we have. This is a tour for beginners, anyone can do it, but for us safety is always the most important thing. When the owner of the ranch called me I was able to tell him: take the most beautiful road, the uphill one where there is a wonderful view, where the road is full of trees. Possibly we would have had a review with more stars but we would have risked it because your child would have climbed the hill to get to the hill but would have had problems on the way down.
Regarding the description, it is important to understand where you booked the tour. Our products are on Viator and Tripadvisor. Sometimes there are other platforms that rely on these giants but sometimes they also change the description. In our description there is no mention of trotting or galloping. Regarding the restaurant, you ate the appetizers( Etna cheeses, olives, dried tomatoes, caponata, ricotta, Etna mushrooms, salami) and pasta alla norma. Maybe they weren't to your liking, I apologize for that.
To conclude in honor of the truth it is fair to say that Maurizio returned to the office three hours later because you and your family had the desire after the tour to see the Etna volcano.
I agreed to your request and Maurizio took you to 2000 meters and I didn't ask for Extra money. This tour has almost all 5 star reviews and it certainly happens that sometimes things don't go well. This time we are sorry because we didn't deserve it, Maurizio, your guide, didn't deserve it, Sabrina, the owner of the ranch didn't deserve it. I thought you would call us and thank us for all the effort we have done for you and your family but instead you thanked us with this review.
With Respect
Best regards
Paola