I just did a Google search, and found a website for the "other shop". They market themselves as "Western Maine's only full service bicycle shop". If the tour operators were working based on what their customers might find doing their own search, I can see why they would recommend this particular shop over yours.

Someone earlier asked if you had a web presence. I couldn't find a webpage, but that doesn't mean you don't have one!

I wouldn't consider it a slap in the face - if I were a customer on this tour, I would look online for a shop, and that's likely how they made their decision - rightly or wrongly.

SheFly