The website says Jacie had a "disabling experience". NY Post was told by Ryan Clement (owner) that Jacie has an auto immune disorder and uses a scooter when running her tours. The article said the fact that at least one of the guides, girlfriend of the owner, uses a scooter and gets preferential access, is passed around among the 1%. The fact that the company promises no wait time suggests the company is loose with the facts. How the company promotes on their website and how they promote via word of mouth might be different.