My recent experience with Shoshone Ice Caves was incredibly disappointing due to the unprofessional behavior of the manager. My group of 7 had booked a tour for 3 PM. However, due to traveling with three toddlers (and frequent bathroom breaks), we arrived a little late at 5:10 PM. I had spoken to the manager earlier, and she assured me that as long as we arrived by 5 PM, we could still take the tour. So, although we missed the tour by only 10 minutes, I was ready to accept the loss.

However, the young man at the front desk was polite and helpful. He offered to call his manager, and she came over to speak with us. After listening to our situation, she kindly promised us a full refund. This was a relief, and I appreciated the gesture. But two days later, I noticed that I had only received a partial refund in my account.

I called them to clarify this issue, and the manager immediately knew it was me. She told me that unfortunately, I was not eligible for a full refund due to their cancellation policy. As someone who works in management for a large retailer, I completely understand having policies in place. However, her “manager on duty” had promised a full refund, which is why I was shocked when the main manager decided to change the refund amount without any notification to me. No call, no email, nothing.

What made the situation worse was the lack of professionalism in handling it. When I called to resolve the issue, the manager’s tone was rude, dismissive, and completely lacking in customer service. She curtly told me, "My decision is made, and I will not change it," before abruptly hanging up on me. This was both disrespectful and unprofessional.

The whole experience left a bad impression. If you’re traveling out of your way to visit Shoshone Ice Caves, be warned: the management here is not customer-friendly and doesn’t follow through on their promises. I would not recommend this place to anyone based on the poor treatment we received from the manager.