Everybody has bad days, but the owner should at least done the trip for cost. But, as with all big operations, they can afford to absorb the blow of a bad experience and the corresponding negative word-of-mouth.
This is why I always patronize smaller guide outfits. Quality control is just too tough for operations where the management is always looking for "anyone-with-a-license" to fill in for the latest unemployable loser who was too hungover to get out of bed when 4:30 AM rolled around.
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