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Grand Experiences Canoe & Kayak Outfitter - Day Tours

Paris, Canada
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Mark M wrote a review Sep 2020
Hamilton, Canada20 contributions10 helpful votes
The worst communication. Don't use them. . I booked the Cambridge to Paris canoe trip for 1130am departure. The day of the trip they called at 8am and left a voicemail to call them back asap. I tried calling them multiple times, voicemail, busy signal. An hour later I finally talk to someone and they asked that we move our departure up to 11am. Sure, not a problem. Could have just said that in the voicemail, instead of us assuming the trip was cancelled. As you can see from their extremely poorly written email, their directions to the parking area was not great. So we ignored the address and just went to the Syl Apps Centre. The email said to call 15 minutes early so they could make sure the shuttle was there. We called, busy signal. called again, busy signal. So we just park and wait. Another couple was there waiting to depart as well. We waited until about 11:20am before a "shuttle", which was just a city taxi arrived. The cab driver asked if we were with grand experiences doing the glen morris to paris trip. We told him we were doing the cambridge trip. He didn't know what to do so we all got in the cab anyways. He called his boss to find out what he was supposed to do, but yet again no one could get in contact with grand experiences. So he drove us to cambridge anyways. Just before he dropped us off, they called asking where i was. I told them we were in the cab on the way to the launch point. they said good and hung up while i was trying to ask a question. At the launch point, the cab driver dropped us off, and told us to wait. there was no information what to do. there were no boats waiting for us. At 1145 i called them again to find out what was going on. They acted surprised that there were no boats, they said they would find out and call me back. they never called back. the boats arrived around 1215. The guy dropping the boats was no help. i had to ask where the end was. all he said was the dam. I kept asking more specific details. he said the wooden dock at the dam. He didn't seem interested in helping and wanted to leave. On their website they state that you will have to do a 150m portage at the end of the trip. what they don't tell you is that you actually have to carry your canoe up 20 flights of stairs before you have to carry the canoe 150m. they also don't tell you where to go once you are there. We stopped in the park before continuing to carry the canoe, and noticed a guy that looked lost and was just looking around, kinda hovering around. eventually he awkwardly asked if we enjoyed the trip. I had to ask if he worked for them. No branding or anything to show that he worked for them. Overall this was a terrible experience. No one should have to deal with the terrible communication and customer service from this company. Theres better options available.
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Date of experience: September 2020
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Ramona106 wrote a review Sep 2020
Toronto, Canada379 contributions51 helpful votes
Well, I'm not sure what happened to this place. It use to be good. I had used their services early to mid 2000's and off and on over the years. However after about a 5-6 year hiatus I returned and unfortunately things seem to be on the downturn for this place. I did have some initial issues with booking online - but that seems to have gotten sorted so no big deal. We were scheduled to be picked up by the shuttle for 1:30pm - that ride did not show until 2:10pm. I called twice during that time and each time a different story - 1st shuttle should be there in a minute - 2nd there was a miscommunication should be there in a minute - 3rd explanation when someone did finally show, someone tipped their canoe (the Grand River is shallow). While we waited for our shuttle, I started looking at reviews. I had not done this before, because I had used their services before and assumed they were still reliable. Well the issues with the shuttle services is a common complaint. Its not ok to leave your client waiting for 40 minutes - especially when you can see this is an ongoing problem. Lack of respect for my time. Our driver was pleasant enough but that really doesn't make up for the unnecessary wait. I asked for a map - they use to provide this - its basically a one page photocopy - oh they ran out. So we were given verbal explanations about what shallow parts to avoid. Alot to remember - I don't think that's acceptable. It is good that I'm somewhat familiar from past memory - especially the ending point by the rail bridge back in Paris. It's a very short paddle from that bridge to going over over the edge/short waterfall. So I hate to say as we all work so hard at what we do but I cannot recommend this outfitter and will not be back.
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Date of experience: September 2020
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Aldona M wrote a review Sep 2020
Oakville, Canada84 contributions41 helpful votes
The worst customer service I have ever experienced. Prior to our trip a called a couple of times and left messages, however no-one ever calls you back and/or answers the phone. I booked guided trip online and the someone called me asking if I want to change to self-guided without explaining. The girl told me that computer made mistake and I have to pay more, but never told me that the price has changed because they booked me for a different trip. The guy who was giving us equipment and instructions, had no people skills at all! Extremely arrogant and rude, and with “no people skills” he should not be working in customer service. The raft itself was all dirty and lifejackets have never seen any type of cleaning. Everything was covered with mildew and dirt. We were disguisted with them and did not even want to put it on, but since they did not have anything cleaner, we had no choice. They should have health department to come and inspect it. The shuttle was just as dirty as everything else, I am sure it has never seen a cleaning. The rafting itself was nice, but I would choose a different company next time.
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Date of experience: September 2020
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Mammig wrote a review Aug 2020
Windsor151 contributions63 helpful votes
We had so much fun on the Paris to Brantford trip. It is 13 km and there are some rocky areas and very small Rapids. We are so happy to know this place is here. The staff are friendly, and "Bob" our instructor could talk for hours and keep everyone intrigued. We are new to rafting and can't wait to go back to try a different route. Highly recommend !
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Date of experience: August 2020
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Anna K wrote a review Aug 2020
1 contribution1 helpful vote
Worst experience ever! Don’t recommend this place. Their service is the worst. We waited for 1.5 hrs for a shuttle. They didn’t even apologize for delay and didn’t even try to make up for their bad service. This place is run by a few kids without any supervision. They ruined our whole experience.
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Date of experience: August 2020
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