They waited 3 years to visit Havasu Falls. Then their coveted dates were overbooked

Now that the world-famous Havasupai Falls in northern Arizona have reopened after the pandemic and a flood kept them closed for nearly three years, people who have reservations are facing yet another hurdle: overbooking.

The Havasupai Tribe sent emails to some customers in recent weeks stating they need to reschedule their reservations because their dates are oversold.

Customers upset about further delays to their visits expressed concerns about the changes on the Havasupai and Havasu Falls Facebook group. The Facebook group describes itself as "a community support forum" for Havasupai visitors that's not affiliated with the Havasupai Tribe, which operates its own tourism Facebook page.

Havasu Falls reopened in February after it closed in 2020 for the safety of the tribe during the COVID-19 pandemic.

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Why were Havasupai Falls reservations rescheduled?

In an emailed statement to The Arizona Republic, the Havasupai Tribe Tourism Office said its previous tourism management company continued to sell reservations during the pandemic even though the tribe closed access to outsiders.

It took the new company "several months" to uncover all the bookings and several dates in 2023 were oversold, according to the tribe, which did not provide the names of the previous and current management companies when asked.

"Those that were impacted were given an opportunity to select another date in 2023 or 2024," the Havasupai Tribe Tourism Office said. "If no selection was made, then the reservation was automatically rescheduled. All those that were impacted have now been rescheduled."

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What options do Havasu Falls travelers have?

If travelers are unable to use their rescheduled dates in 2023 or 2024, they can post their reservation on the tribe's official transfer list, where other interested hikers can purchase it. To use the transfer list, you'll need to open an account at havasupaireservations.com. New transfers become available at 8 a.m. Arizona time daily.

Those who rescheduled for 2024 can put their reservations up for transfer, but they won't be posted until early February 2024.

The Havasupai Tribe does not offer refunds for Havasu Falls reservations.

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How many people are allowed to visit Havasu Falls at one time?

When asked, the Havasupai Tribe Tourism office responded, "The Tribe does not share the number of reservations available each day."

What are Havasu Falls travelers saying about their reservations?

Havasupai permit holders affected by the oversold bookings shared their thoughts on the Havasupai and Havasu Falls Facebook page as well as on the tribe's Havasupai tourism Facebook page.

Some travelers who received an email to change their dates expressed frustration, while others who said they didn't receive an email questioned whether to go ahead and book flights and car rentals to make the trip. A handful wished they were asked to change their dates.

Lulu Dyer posted in the Havasupai and Havasu Falls Facebook group that she was informed that she would have to reschedule her dates. She wondered if anyone was thinking about giving up dates that coincided with her trip.

"We are travelling from England for their trip, and will be in the USA from May 18th to June 6th - is anyone thinking of adding a trip between these dates to the transfer list?," she wrote.

In a March 28 post to its Facebook page, the Havasupai Tribe explained the reimbursement policy and the issue with its previous tourism management company.

Group member Ken Williams commented: "Havasupai Tribe Tourism: I have received your request to rebook or be rebooked. As my reservation begins in 16 days, if I rebook I have to unwind airfare, car rental and hotels (among them yours at the Grand Canyon Caverns Inn...)

"I have no way of knowing when my group might be available in the future so rebooking voluntarily is not an option, and neither is a forced rebooking.

"Why, if you are going to force a rebooking, don't you simply offer a 100% refund option as well? Then we can rebook at a future date of our choosing."

Amy Crandell commented on the tribe's March 28 statement to say that visitors "need to read the fine print" before booking and that people "should feel blessed beyond belief" they have the privilege of visiting Havasu Falls. "Pray they (the Havasupai Tribe) can somehow navigate through the new trials the pandemic created to share their home," she wrote.

In a March 29 Facebook statement, the tribe said the people who received the email were "trip leaders for the most recently booked reservations" and assured affected guests that they would not lose their reservations if they didn't rebook, as their permits would automatically be rescheduled to a comparable date in 2024.

Commenters expressed thoughts indicating confusion, frustration and empathy.

"Seriously heartbreaking to hear this," Krystal Childress wrote. "People have lives they have scheduled around this, booked flights, cars, hotels... just not right."

Anthony Ferrara wrote, "Not upset about the technical issues with your previous vendor, with everything tribe had to deal with the last few years I understand.

"Extremely upset about the original email making the reschedule seem voluntary and this post making it clear it was actually mandatory. Our weekend dates got converted to a Tuesday-Friday date.

"Hoping to figure out a reschedule to a weekend date at least at this point. Tough situation all around."

Elijah Murphy expressed gratitude that people can visit Havasupai Falls despite the issues of the past three years.

"I'm grateful the tribe has reopened the campground, is willing to share the beautiful space with us, has been communicative under difficult circumstances, upgraded the booking system, (and) is finding solutions after a contractor didn't fulfill their end of the deal. Thank you for choosing to do all the above so it can be experienced and appreciated by others," he said.

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People with Havasupai Lodge reservations also face delays

Travelers also posted in the Havasupai and Havasu Falls group about having to reschedule their reservations at Havasupai Lodge, which is closed for construction.

The 24-room lodge was slated to reopen in May, but now the Havasupai Tribe doesn't think it will reopen until at least July. The tribe contacted those with May and June reservations with information on rescheduling.

Havasupai Lodge and Havasupai Campground are the only lodging options in Supai Village, the gateway to Havasu Falls. A stay at one or the other is required to visit the falls, as the tribe does not allow day trips.

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Reach the reporter at Michael.Salerno@gannett.com. Follow him on Twitter @salerno_phx.

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This article originally appeared on Arizona Republic: Why some Havasu Falls visitors are being forced to reschedule visits