Question 1

What's included in the price?

Accepted Answer

The price includes a ride on a fully equipped and trained horse.
The use of western saddles and helmets.
A guide that will accompany the group and provide you with riding instructions.
Complimentary pick up and drop off at all the major resorts and cruise ship terminal.

Question 2

Do I have to sign a waiver?

Accepted Answer

YES! Everyone that will be in direct contact with a horse on the property must fill out a liability release form. If under the age of 18 this must be filled out and signed by a parent or legal guardian. There are absolutely no exceptions to this rule. (Download a copy of our Liability Form.)

Question 3

Do I receive a refund when cancelling?

Accepted Answer

All reservations can be cancelled 48 hours before the scheduled tour with a full refund only when cancelled in writing to the following e-mail address:
 
sales@hoofsofhope.org
 
Cancellations made less than 48 hours in advance but within 24 hours of the scheduled tour are eligble for a 50% refund only when done in writing to the following e-mail address:
 
sales@hoofsofhope.org
 
We regret not being able to refund cancellations made less than 24 hours in advance or cancellations not made in writing. Being a ranch that only provides small group tours and having a waiting list, it would not be fair to take up place which could have been assigned to another guest.

Question 4

What is not included in the price?

Accepted Answer

The following are NOT included:

meals;
beverages (other than fountain water); 
gratuities.

Question 5

What are your weather policies?

Accepted Answer

Tours may be cancelled due to unfavorable wheather conditions such as (heavy) rain or extremely high temperatures. Cancellation for weather issues will be made on an individual basis.

Question 6

Am I allowed to gallop or canter during the tour?

Accepted Answer

Since we are dealing with trained trail horses that follow eachother it is strictly forbidden to gallop or canter during a group tour. Galloping may be allowed only for advanced riders during a private tour ONLY with prior approval from the tour guide.

Question 7

I have never been on a horse before. Am I able to join your tour?

Accepted Answer

YES! We welcome all riding levels including novice riders. However, we do not recommend this activity if you are extremely nervous or too anxious as this may influence the quality of the ride for you and your fellow riders. In the rare case that a guest is too nervous to begin or continue a tour, he/she will not be entitled to a (partial) refund and will need to wait for the rest of the group to return before getting dropped back off at the accommodation.

Question 8

Is there a weight limit?

Accepted Answer

Yes, we maintain a strict weight limit of 250 lbs per person. Should you weigh in excess of 250 lbs then we will not allow you to join our tour. Neither can we honor any dispute for (partial) refund. Please check your weight before booking a tour!

Question 9

How long are the horseback rides?

Accepted Answer

The rides are for a duration of approximately 75 minutes depending on the riding skill of the guests. This includes a 5 to 10 minutes break to take pictures.

Question 10

Is there a special dress code?

Accepted Answer

Yes! The dress code is as follows:
Long pants and closed toed shoes. For the ladies we also recommend supporting upperwear. Wearing a helmet is strongly recommended for adults and for children this would be mandatory.

Question 11

How far in advance do I need to book?

Accepted Answer

We recommend booking this tour at least one week in advance. Since we only provide small group and private tours, the spots fill up quickly. We very often attend to a waiting list after blocking dates that are fully booked. Is your date not available online, please contact us directly.

Question 12

What is the minimum age for children to join?

Accepted Answer

Children between the ages of 3 and 5 years old can book the double rider option when riding along with an adult. Please bear in mind that the total combined weight may not exceed 240 lbs. Children 6 years and older are permitted to ride their own horse. Helmets for children are mandatory.

Question 13

Where will I be picked up?

Accepted Answer

We provide complimentary transportation from and to all major resorts and cruiseship terminal. However, in line with all covid-19 restrictions, we strongly advise using your own means of transportation. The pick up will always be OUTSIDE the main lobby or the cruiseship terminal. The exact time and location will be communicated through the confirmation e-mail once you book.
 
Travel Notes: please be on time. The driver is not able to wait more than 5 minutes. If you are not at the instructed place on time we cannot issue any refund.

Question 14

What is the best way to stay in contact with you regarding bookings?

Accepted Answer

The best way to contact us is to have WhatsApp on your mobile phones and share that number with us. We will use it strictly for information and updates regarding your tour and will delete the number one week after.

Question 15

Is there a local number on which we can reach the ranch?

Accepted Answer

Yes, our emergency phone number for shuttle related services is (+297) 7432333. For other reservation related questions please contact us at (+297) 280-1112.

Question 16

Why am I not able to confirm our reservation through the conciergedesk at our hotel?

Accepted Answer

Most hotels in Aruba rent out their activities to third party vendors such as De Palm Tours. Excursion companies that are not affiliated on a commission basis with these companies are not recognized by their staff either. The concierge staff is only allowed to mention and recommend the affiliated companies.

Question 17

Do you have a local telephone number?

Accepted Answer

YES! We have a local number for emergencies only (like change in pick-up location, last minute cancellation etc.) The number is 7432333.

For all booking related issues please use our international number. WhatsApp messages on the international line is also possible.

Question 18

I want to support your efforts of hippotherapy and rescue horses. How do I do that?

Accepted Answer

If you want to donate directly please make a contribution of your choosing to our PayPal account by clicking on the Donate button below. Indirectly you can show support by booking with us and by being kind and show appreciation to our valued staffmembers as they are the ones (very often voluntarily) doing all the heavy work. We regularly seek volunteers to lend a hand at the stables or just show some hippo love to our 4-legged friends. Just contact us!

Question 19

Will we actually go into the water with the horse?

Accepted Answer

No, it is not allowed by local laws to swim with horses in the water nor on the beaches anywhere in Aruba.

Question 20

What should I bring with me for the ride?

Accepted Answer

We recommend wearing the required clothing and bringing sunscreen, sunglasses, and a camera or phone for photos. A little preparation goes a long way when you are out exploring Aruba on horseback!

Question 21

Do you offer private horseback rides?

Accepted Answer

Yes, private tours may be available depending on the schedule and group size. If you prefer a more personal ride, contact us in advance and we will do our best to arrange it for you!

Question 22

What payment methods do you accept?

Accepted Answer

We accept credit card and PayPal. If you are booking online, you can use either method to complete your reservation quickly and securely.

Frequently Asked Questions

What's included in the price?