Broken Saddle Riding Co

Located at 26 Vicksville Rd in Los Cerrillos, Broken Saddle Riding Co offers a distinct experience for those looking to engage in horseback riding tours. This establishment positions itself not as a polished, mainstream tourist attraction, but as a more direct and unpretentious operation focused on the ride itself. With a high aggregate rating of 4.6 stars from over 170 reviews, the overwhelming sentiment from customers is positive, pointing to a memorable and high-quality outdoor adventure. However, potential clients should be aware of both the significant strengths and a few critical weaknesses before booking.

The Riding Experience: Terrain, Horses, and Staff

The core of Broken Saddle's appeal lies in the authenticity of its guided trail rides. Customer feedback consistently praises the nature of the trails, describing them as hilly and rocky, which provides a more engaging and interesting ride than a simple, flat path. These challenging trails lead to what many describe as fantastic and beautiful views of the surrounding high desert landscape, including vistas of nearby mountain ranges. This is a key differentiator for those seeking genuine adventure travel rather than a formulaic pony ride.

A significant highlight, and a unique selling point for this tour operator, is their choice of horses. Broken Saddle exclusively uses gaited Tennessee Walking Horses and Missouri Fox Trotters. For the uninitiated, gaited horses are known for their smooth, four-beat running walk, which makes for a significantly more comfortable ride, especially on uneven terrain and during longer excursions. This choice of breed is particularly beneficial for inexperienced riders who may not be accustomed to the jarring trot of other horse types, and it allows riders of all skill levels to enjoy the journey. Many reviewers, from novices to experienced equestrians, have noted the quality, beauty, and well-cared-for nature of the animals.

The staff and wranglers, particularly individuals named Harold and Brad in customer reviews, receive frequent commendations for their professionalism and knowledge. They are described as providing clear, simple instructions on how to handle the horses, ensuring both safety and enjoyment. Their expertise on the local area and the individual personalities of the horses adds a valuable layer to the experience, making riders feel secure and well-informed throughout the trip.

An Authentic, No-Frills Operation

Clients should set their expectations accordingly; this is not a luxury resort experience. One reviewer accurately described it as a "no-frills, humble horseback ride" and explicitly stated it is "definitely not a tourist trap." This means visitors can expect a dusty, authentic desert environment. The business is serious about safety, providing necessary instructions and ensuring riders are comfortable. This focus on the core experience—the ride, the scenery, the horses—is what many patrons find most appealing and is a cornerstone of its positive reputation for providing memorable family excursions and solo adventures.

Potential Drawbacks: A Critical Look at Customer Service

Despite the overwhelmingly positive feedback regarding the rides themselves, a significant concern has been raised regarding the company's administrative and customer-facing operations. One detailed account from a repeat customer highlights a severe issue with the booking process. The customer reported making a reservation over the phone, only to find the owner had recorded the wrong date. When they called to confirm, they were allegedly met with hostility, which culminated in the owner canceling their reservation and refusing to issue a refund.

This incident, while seemingly isolated among a sea of positive reviews, points to a critical potential flaw in their business practice. An operation that relies on phone-based reservations without a modern, digital confirmation system is susceptible to human error. The reported hostile reaction and refusal to refund a payment for a service not rendered is a serious red flag for any potential customer. It suggests that while the on-site experience with the trail guides may be excellent, the front-end customer service, particularly when problems arise, could be problematic and unprofessional.

Recommendations for Prospective Riders

Considering all available information, Broken Saddle Riding Co offers what appears to be one of the premier outdoor activities in the Santa Fe area for horseback riding enthusiasts. The unique combination of challenging trails, stunning views, and exceptionally smooth-gaited horses makes it a compelling choice for those prioritizing the quality of the ride.

• The Good: The actual trail ride is consistently rated as spectacular. The horses are a major plus, offering a comfortable experience for all skill levels. The guides are knowledgeable and prioritize safety. It is an authentic, non-touristy part of New Mexico tourism.
• The Bad: The booking process appears to be antiquated and vulnerable to errors. A documented customer service failure involving hostile communication and a refusal to refund is a significant concern. This suggests a potential risk for customers if any logistical issues arise with their reservation.

Potential clients are advised to be diligent when booking. It would be prudent to call to confirm your reservation details more than once and perhaps speak to different staff members. Clarify the cancellation and refund policy explicitly before providing payment information. For those who value seamless booking and guaranteed customer support above all else, this might not be the ideal fit. However, for riders seeking an authentic equestrian adventure and who are willing to navigate a potentially old-fashioned booking system, Broken Saddle Riding Co likely delivers an exceptional and unforgettable experience on the trail.