Hi D,
Thank you for giving us your feedback. We're sorry to hear about your wrist injury while snowboarding and understand your frustration. We also want to address your concerns.
Your review mentioned that the instructor asked you to remove the wrist guards. However, in the text messages exchanged between you and your instructor after the accident, you said, 'Please don't feel responsible. It was my choice to take off the wrist guard' and 'I knew the risks'. The instructor told us that you were struggling to fit your gloves over the wrist guards so he said that it was your choice whether to wear them or not. We leave it up to the guests to decide, as there are theories that wrist guards don't always prevent injury and sometimes transfer it to higher up the arm instead.
The instructor recommended taking a break to rehydrate due to the dry air at higher altitudes, which can lead to quicker dehydration, especially during physical activity. It's important to note that dehydration isn't the same as altitude sickness, and you're highly unlikely to experience altitude sickness at 2000m.
The instructor noticed that you seemed tense and worried at the start of the lesson, which made you take a rigid stance while learning the basics on flat ground. Understandably, you wanted to learn turning right away, but as the instructor explained, it's essential to focus on the basics before moving on to more advanced techniques. It's crucial to practice your stance while moving downhill and get used to adjusting your body in motion, as it feels different from being stationary. Falling over isn't a failure but an opportunity to learn, and it's normal for instructors to challenge their students to step out of their comfort zone. Based on your feedback, there's no reason to doubt the instructor's teaching in your lesson.
We prioritize the safety and comfort of our guests and strive to maintain high standards of safety, care and enjoyment. We're puzzled by the inconsistencies in your review, especially considering your previous positive interactions with the instructor and our team after the lesson. The screenshots that we have seen of your messages come across as upbeat and friendly with your instructor. You even joked about it not being your right hand this time and that you could enjoy an extended holiday.
Please check your email, as we have reached out to you. We're genuinely very sorry that you had surgery following the injury in the lesson. Accidents can occur when learning a new sport, and we take this matter seriously.
After investigating this case, we don't find the instructor negligent. If you have any additional information or evidence, please share it with us so we can investigate further.
We hope this clarifies the situation.
Best,
Melissa
