That riding school shouldn't charge me for this?

[Pistachiovillian]

I have joined a new riding school recently and attended three times. Once for a ride out, twice for lessons.

All have been at 09:30 am.

I have usually left myself too much time to get there and arrived for about 09:15 but to avoid waiting about, last time I set off a bit later and arrived at 09:20.

Every time I have been, all the riders and the instructor and helpers (teens who bring the horses from the fields or stables, tacked up) have all gathered in the car park and then we've led or ridden the horses to the lesson arena or in the case of the ride, got on them there and gone out.

Last time (last week) I arrived at 09:20 and nobody was about. I went into the office but there were only some children in it who didn't say anything to me. I borrow hats from the riding school when I ride (I dropped mine and don't trust it and have yet to purchase another one) so I went in, picked up a hat, smiled at the children and then walked out, hoping somebody would materialise. Nobody did. I waited until 09:43 before thinking I must've made a mistake and not booked in. couldn't see anyone around-the stables are kind of down a hill from the car park but I could only see horses, not even any of the teen helpers, nobody! So I put my hat back in the office and drove home.

Not long after I got home, I had a message from the riding school saying I was booked in. I responded that I turned up, and nobody appeared to be there so I assumed I must've turned up having not booked.

Normally when I get there there are lots of people bustling about, teen helpers, horses, other riders all chatting-never has anyone left the car park until It's time for the lesson/ride-in one case it was very late as they waited for ages as the last rider was stuck in traffic.

Nobody replied to my reply until late last night, this was (I think) a manager who had been passed the message. I told her exactly what I had said here and she's said that 'lessons are always in the 'top' arena and I should have just gone there.

Well 1)I have only had two lessons at this school and they were both in different arenas and 2) This has never been the case before, ALWAYS everyone waited in the car park and rode or walked their horse to said lesson wherever it was.

She recommended I turned up 5 or 10 minutes early-to which I replied that I did!
She said that 'at 09:30' we all go for the lesson and I said I was most definitely there at 09:20(I am not sure that it wasn't even a bit earlier, if I am honest but I know it was definitely at 09:20) and she also said that one of the children in the office was a teen helper who actually SAW me return my hat and drive off.

So, they have confirmation that I was present and correct-I was SEEN. And I've told them that the usual protocol of the last three times I've been is we meet in the car park-not an arena (either one).

They still want to charge me the full amount 'because they had taken the horse out for me'.

AIBU?

What was said to you when you first joined? Where did they tell you to go or meet? Did you have a phone number you could have called?

I'd argue the point and then take your business elsewhere. Why did the teen helper not tell you where they were?

They didn't say anything if I am honest. Just told me that it was at 09:30. I turned up to the car park and everyone was there. I didn't think of telephoning them admittedly-haven't been given a number but I am assuming there is one on google. There are quite often children milling about, the instructers children who just hang about. There were three in the office (so I thought) but one was apparently 'manning' the office and was a teen helper (she looked very young!) but she didn't say anything to me when I got there or when I returned the hat into the office to leave.

I've no idea @TheBloatedMiddle ! They didn't greet me or anything and I didn't realise she was a helper. There's quite often younger children hanging around as well as teen helpers and in the office they all looked very young. I appreciate she may not have wanted to greet an adult or ask if she could help etc.

You should have asked! Do you not have the use of your mouth? “Where is the 9.30
lesson?” would have done it.

I would also have gone everywhere and looked if they hadn’t been able to tell you. Or asked them to find out. Goodness me. However do you manage real life?

I think it might be on you to have said to the teen that was there that you were there for a lesson could they let someone know please. If you'd have done that, the lesson would have gone ahead.

Why on Earth didn't you just ask?! She may be a teen but a teen who might not know is an improvement on no one at all. Or go up to the arenas?

There was (as far as I were concerned) nobody to ask. I didn't realise one of the children was a helper. There were three, all looked aged about 10 or younger and the minimum helper age is 13. One of them must've been older but looked younger. There are often instructor's children there with them who just hang about, pet the horses if they're placid etc. I thought this was the case and obviously was wrong.
I wouldn't have gone looking. I may have interrupted a lesson and I would've been embarrassed if the case was 'What're you doing here? You haven't booked this week?'

I didn't know she was a teen. I thought they were all aged from about 7 to 10.

But you definitely still could have asked them, regardless of their age. I think this one is on you.

I think you could have been a bit more pro-active in finding out what was going on, but it sounds poorly organised. If there is an office, there should be a noticeboard with details of the day's lessons clearly displayed.

If you're otherwise happy with the facilities and instruction, I would write this off, but make it clear to them that they need to communicate better with clients. It's hard for riding stables to recruit staff with horse management and office skills.

You should have spoken to the teen on Reception, even if she didn't offer help.

There are always people coming and going at riding schools especially if it's a livery yard. The teen possibly though you were a horse owner or friend of an owner. Nobody ever knows everyone esp not on a busy yard.

Lessons get interrupted all the time. No one would mind, even if you hadn't booked its a quick 'oh really!? I can't believe I did that, ha ha ha, see you next week!'

On you I'm afraid OP. And for what its worth, sometimes the 10 year olds who hang around the yard are actually the ones who know where EVERYONE is and exactly what is happening! 😂

The manager hasn't responded to my message as of yet, I'll see what she says. I feel that they should have waited until 09:30 like normal, before going to the lesson, to make sure everyone was there. I also feel if the teen was meant to be helping she should be capable of saying 'Morning! They've just left for X arena with your horse'. Or, as I were hanging about the car park 'Can I help you?'

Bloody hell I’m absolutely staggered that you didn’t just ask anyone you saw 😱
Children aren’t a different species! They may well have been able to answer your question.
Jeez, you sound incredibly passive.

Yeah I agree with that, totally. But you could have asked too.

I didn't know anyone was on reception and I didn't know she was a helping teenager. There was nobody about at all other than that.

Okay I accept this-I wouldn't have asked a young child for information but perhaps I should have-that wouldn't have occurred to me at all. I was very confused as it was such a different situation to every other time.

Maybe they went up early as some horses were being used in a previous lesson and were already up there. There may well be a reason. TBH I'm surprised a lesson that is 9.30 is not on board, in the arena and ready to go at 9.30. I expect people to be there half an hour early to get equipped, find horse, say hello to horse and faff around getting on board etc.

09:30 is the first (and only) adult lesson, usually different horses to the ones used for children/young riders so that wouldn't have been the case anyway. I'm usually the earliest one there too! Hence going a bit later this time. They have never met in the arena before. Teens bring the horses up once people start arriving usually.

Ugh no way would I pay for this. You're a new customer and their communication is awful. How the hell are you supposed to know where to go or what to do being brand new to it!

I used to run a riding school btw.

Yeah you need to try and lose that fear of embarrassment at asking a simple question.

Children are not stupid. If they are always there they probably have a pretty good idea of what is going on and would have been ideal to ask. You didn't even say hello to them. Just took a helmet.

And while I understand the feeling maybe I didn't book surely you had a way to check? An email confirmation? Or if not then the only way to check is verbally.

However, I agree that they shouldn't say "its always" when it hasn't been. We have recently dealt with a local business where the written T&C were quite different to what was implied when we booked on - re cancellation. It's so frustrating but you have two choices.
You either stand your ground and don't go there again, risk alienating them.
Or, you chalk it down to experience because you are equally culpable

I can see both sides here, if they’re always met you in the carpark previously it’s really annoying to be told something completely different when you know that’s always happened before, but I do think you should’ve asked or gone looking a bit more before leaving.

Since they’ve confirmed someone even saw you there so you were on time etc I’d refuse to pay, and if they push it take your money elsewhere.

I did smile at them as I walked in, they were aware of my presence and didn't say anything. No email booking system or anything, I booked in for this lesson as I left the last one.
Yes, I'll see what the woman says to my message and take it from there I think.

I do actually really like this school. I only left the last one as I relocated and it was ran very differently but this new one, I prefer. The last one was quite 'cliquey' and I felt you were looked down upon if you didn't own a horse yourself. I have always enjoyed riding but do not desire to own a horse at least for now.

The teen helper should have said ‘Hi there! You ok? Can I help?’

What’s the point in having ‘helpers’ who presumably are paid, that aren’t helping at all. Did this teen girl think you had just turned up, picked a hat and walked round for 5 minutes with it?

I hate it when you arrive somewhere and the staff don’t make a point of saying hello, can I help? Especially somewhere like this which covers a big area.