Harness Change at Bigland Hall — Local services in England

Myself and a group of friends had a truly disappointing experience here today. We booked the 2 hour pony fell over a month ago and were really excited. We were told to turn up for our 10am slot 20 minutes early so we could get sorted out and set up ahead of the start time so we did. Although members of staff watched us get out of the car no one greeted us in reception for over 5 minutes we then filled out all the relevant forms and were left waiting again. The horses didnt even start to be tacked up until 10 o'clock not a great start.

When booking the trek we were all very honest about our capabilities that we rode a lot as kids but hadn't for a number of years. We were told over the phone this shouldn't be a problem. It became apparent it was, the staff were very belittling and condescending towards us and our abilities not really what you need when you know you are going to be rusty. I wasn't nervous about being on a horse again I know I can ride, 5 minutes with the staff and I was. I finally got on a horse and immediately told to get off and get on another one I didn't know why but agreed. My friends were told it was because I wasn't confident on the first one this just wasn't true and not nice that the staff were telling my friends this. When I had finally swapped horses and allowed in the ring for my assessment I had done less than a lap when I was told I had failed. I asked why they told me because I hadn't demonstrated trot or canter something I couldn't really achieve in half a lap of the ring having been given no instruction.

Having failed the assessment we were told we could have a 45 min lesson and a hour trek. We said we were disappointed this had happened as we explained our capabilities on the phone but understood their decision, I honestly think one of my friends would have struggled. We said we didnt really want the lesson as we wanted to be outside not in an indoor arena on a sunny day. It was then agreed with a quite abrasive lady that we could do an extended walk outside to make up for the two hours we had paid for that was outside like we wanted. We were all happy with this arrangement.

We then spent an hour on what was clearly the standard hour trek and bought back. I found the trek uninspiring and in all honesty boring for my competency level. But that was the decision that was made for health and safety reasons and I respect that.

When we arrived back we politely asked for a refund of the difference between the two hour and one hour trek as this is what we had received. We were told they do not issue refunds and the blame was almost shifted on to us like we had lied when booking. We had always been open and honest about our riding abilities. We were also told "oh the person that probably took your booking has been fired now as she didnt know anything about horses" but still no responsibility was taken from the stable for the problem. Simply we should never have been able to book the trek but we were not able to have a refund. We have now collectively paid £195 to spend an hour road riding. We weren't expecting a full refund because we did spend an hour on the horses we just wanted the difference in price back.

I asked for the contact details of someone more senior that I could speak to multiple times but was just told someone would be in touch with me. I have zero confidence this will happen so I am writing this review.

So all in all a very disappointing start to our holiday and zero customer service skills from any of the staff. I would not recommend this...

Giving a 1 star because I cannot give ‘zero’ and the young staff there that did our lesson and almost took us on the Hack were lovely people, so the star is for them. My partner and I went a few years ago after the second lockdown and had a very disgusting experience after the owner spewed horrible words at us. I wanted to avoid writing a review and let the experience pass me by but after seeing their marketing emails again recently, I couldn’t help but remember this disaster and want anybody planning to book with them to know what the owner is like. The customer service is vile and nobody should be patronising such a nasty company.

Neither my partner nor I are riders but were told that with a lesson we’d be able to able to do a Private Lesson (Trail Ride) for 30 minutes followed by Group-Lessons/Hacks (Woodland Hack) for 60 minutes. We happily did the private lesson and as we prepped to do the Woodland Hack an abrasive and rude lady came out and started shouting at us, apparently we couldn’t go on the Hack even though we were told we were doing well during the lesson by the lesson instructor. The owner repeated that we couldn’t go. We stated that we had booked this and spoke to their staff prior to booking to explain that we aren’t riders, the staff said that we’d still be okay to go once we’ve learned the basics. I was so excited for the Hack. This horrible lady, apparently the owner, then said that if we go then their insurance won’t cover us and if we die during the Hack because the horse takes off then they won’t be held accountable, she then ended by adding foul language in her final comments to us. If a company owner can essentially tell her customers that she has no business with you if you die under the care of her company, at that point you really need to get off the horse and leave. Her body language, tone and things she said were unlike anything I’ve experienced before.

We were stunned into silence, but I managed to ask if we could then get a refund on the Hack that we apparently couldn’t go on. The owner refused and said that we couldn’t have any of the money back. I mean I understood the training part as we had used that portion of the money but the Hack we never went on, she wouldn’t return it.

A younger member staff, after the owner’s episode, offered to take us on a safe trail for a walk but after hearing that if we died nobody would take responsibility, we were incredibly put off. We simply left after the lesson.

I’d avoid that place at all costs. Years later and I just cannot forget what...

I joined a 3-hour group ride that was led by Kieran yesterday. I was spending a long weekend in the area and selected this stable yard because it was BHS (British Horse Society) approved so knew I could expect a good standard. I'd booked by telephone a few weeks earlier and the lady I had spoken to had been very helpful. I paid in advance when booking.

I was very impressed by the wellbeing of the horses, who were happy and had a positive attitude to their work. The staff were friendly and knowledgeable, and clearly considered their horses' welfare and horse / rider safety as priority.

I rode a sweet and intelligent mare called Millie who had a nice quality to her, and was responsive throughout the ride. There was a mix of riders in the group and the team seemed very able at quickly matching rider to suitable horse on arrival.

There was a lot of beautiful scenery enroute (views of Lake Windermere from the hills) and the ride offered a mix of terrain with good areas for some faster work. I definitely preferred seeing the scenery from horseback than hiking!

Bigland Hall also offered a good selection of riding options with shorter sessions for less experienced riders or those wanting to travel at a slower pace. When looking to book, I found the website was realistic about the ability and experience needed to take part in the longer routes, and I was pleased to take part in a short ridden assessment to check we all knew the basics, with a tack check, in the arena before setting off.

I hope to be back for another ride the next time I return...