I bought 9 vouchers in 2011 for a group of 4 adults and 5 kids (youngest being 9) to do the ropes course & zip lining. Several zip lined before, in Canada and other places, so we did have an idea of what to expect. I phoned in our reservation, confirmed ages & other details of participants and thought everything was good-to-go.
When the first 5 of us arrived, we were informed our 9 year old was too small. She had to stay back so I stayed with her. At no point on the phone were we told she was too small (yes, I gave ages, height, weight).
I quickly phoned the other parents & kids - enroute - and told them the scenario. After some hassle with the staff they provided me with Guess Passes to use in 2012, hopefully when the kids were bigger.
Fast forward to Spring 2012 and a friend & I make a reservation to use one of the Guess Passes. We drive 3 hours to get there & they've lost the reservation. We played back the saved VM of the reservation to show staff that we did indeed have this reservation. They offer us a climb - much later in the day and not possible for us. We got in her car and drove 3 hours back. No, we were not impressed.
These are just two incidents. Yes, there are more but I don't want to keep slagging a place because I do see so much potential.
Here's what I feel this place needs to make it actually "good" for families:
1. Get someone dedicated to Reservations answering the phone. Someone with a good Customer Service background or going into Hospitality professionally. Seriously! I've called LD a total of 11 times and gone straight into VM every time.
2. Have a person give a consistent answer. My calls were returned, by a variety of people, but all telling me slightly different things. Very confusing & I know it's totally turned a number of friends off the place. Staff are pleasant and polite but any customer gets upset when they feel they're getting different stories every time they call.
2. Have a specific ratio of climbers to instructors. We had 12 in our group and 1 instructor. I've heard of smaller groups having more instructors. Personally, I've never seen a group, even with lots of kids in it, have more than 1 instructor and having 1 instructor only slows things down.
3. Have instructors tell you what you should do with specific climbing situation BEFORE you do them. (not just 1 or 2 people in the group - every climber) Instructors telling you what you "should have" done AFTER you've done a section isn't helpful, especially as you can't go back.
4. I'm told there's another half to the course - more ropes - across a street. That's about it. Never heard of anyone having enough time to go over and do it, which is a serious shame if that's part of the price of admission. It's like going to a restaurant, paying a set course fee and only getting half the dinner. Right now, doing the one zip-line and a small area of ropes course seems quite pricey for a family.
I hope this place works out it's issues (I do think it has great potential) and I hope anyone reading this takes it as tips on what to look out for so they make the most of their experience.
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