Millbrook Trail Rides - Rides by appointment only — Attraction in Fox Township

Hello I am writing to express my deep disappointment and concern regarding a recent phone conversation I had with one of your representatives. The purpose of this communication is to address the disrespectful and unprofessional behavior exhibited by the individual, which has led to my decision to cancel the horse ride reservation I had made. During my conversation with the aforementioned representative, I was subjected to derogatory comments that were both hurtful and demeaning. Specifically, I was told to find someone who speaks English better, implying that I was inadequate in my language skills. Such language is not only offensive but also highly unbecoming of a person responsible for customer interactions. As a customer, I believe that it is crucial for employees within the service industry to maintain a respectful and courteous demeanor when dealing with clients. The treatment I experienced not only failed to meet these expectations but also left me with a negative impression of your establishment. It is my firm belief that such behavior is not conducive to fostering a welcoming environment for customers or addressing their needs effectively. Regrettably, due to this unfortunate incident, I have discussed the matter with my friends who were also planning to participate in the horse ride activity. We have collectively decided to cancel our reservations. It is disheartening that we will be unable to enjoy the experience we had initially looked forward to, but we cannot overlook the significance of respectful treatment when choosing where to spend our time and money. I understand that lapses in communication can occur, and I genuinely hope that this incident does not reflect the overall culture of your organization. Nonetheless, it is essential for you to be aware of the negative impact that such conduct can have on your reputation and customer relationships. I kindly request that you address this matter promptly and take appropriate action to ensure that similar incidents are not repeated in the future. I trust that you will give due attention to this complaint and take the necessary steps to rectify the situation. I sincerely hope that you will take this opportunity to improve your customer service standards, thus creating a more inclusive and respectful environment for all patrons. Thank you for your attention to this matter. I look forward to hearing from you regarding the steps taken to...

I had a very disappointing experience at this place, and I would never recommend it to anyone. From the moment I arrived, the staff especially the lady leading the trial was extremely rude and unprofessional. She was barking orders at everyone in a disrespectful way that made all of us uncomfortable. There were six of us there, and we all felt the same way. None of us were happy with how we were treated.

This was my first time visiting, and I honestly got a very bad impression from the way we were spoken to and treated. It felt like they had no basic manners or respect for their customers.

The second time, I tried to give them another chance only because there were no other horseback riding options available at that time. Our ride was scheduled for 6:00 PM, but their website said they close at 5:00 PM. We tried calling multiple times from different phone numbers and nobody answered until after 10 calls. When we finally reached someone, they said they were still open because they had a sunset ride. I explained that we might be five minutes late since we were trying to confirm if they were still open. The lady on the phone said, very clearly (and on speaker so everyone with me heard), that she would give us a full refund instead of us coming in late and missing the ride. She did not offer rescheduling or any other option just said she’d issue a full refund.

A few days later, I only received half of the refund, not the full amount. When I called and texted to ask about it, they were rude again and said I had signed some “policy,” which was never explained to me. The tone in their messages was unprofessional and dismissive.

‼️⚠️Overall, this business has terrible customer service and rude staff. They do not know how to treat people, and they clearly don’t value their customers. I would strongly recommend avoiding this place there are many other horseback riding centers that actually respect and care for their visitors‼️ They even don’t deserve...

I’ve been guiding at Millbrook Trail Rides for over four years now, and I absolutely love it — the horses, the customers, the staff, the property, and the chance to share a beautiful trail ride with folks who truly appreciate animals and nature. Most of our guests are wonderful, and we’re grateful that so many travel from Chicago and beyond to spend time with us.

But occasionally, we get a review from someone who tries to cowboy their way onto a horse without...well, an appointment. (Our business name is Millbrook Trail Rides — Rides By Appointment Only — we even included the hint in the title! )

Today a gentleman named Khalid showed up without a reservation, insisted he and his wife should be added to a fully booked ride, and then decided the best course of action was to berate our teenage staff when that wasn’t possible. I'm only including his name to explain the one-star review he left for us today, with no explanation of his own.

We wish him well, but here’s the thing: our rides require an appointment for a reason. We keep our riding groups small to facilitate safe rides.

We also don’t hold up punctual riders — many of whom planned their day around this experience — just because someone shows up late. Most people understand and appreciate this, and those are the riders who leave smiling and come back again and again.

So if you’re planning to visit (and we hope you are!), the secret is simple: book ahead and arrive on time. Do that, and we’ll make sure your trail ride is one of the highlights...