I took 7 confident and able 10 years old children for a birthday party at 2.30pm. I booked a package which was for "up to 1.5 hours", plus I paid an additional £5 for each of them to go on the zip wire, so I was expecting to be there for 2 hours plus the briefing.
After completing the zip, fan descender and climbing wall, a male member of staff said that if there was enough time, the children could go round the tree trek twice, so the children set off and some of them ran along the equipment (copying the staff), which was impressive to see.
The 1st children came off after 1 hr at exactly 3.30pm, only to be told by a female member of staff that they could only have 1 go.
On phoning up head office to discuss this I had no apology or explanation:
3 main issues:
1) "up to 1.5hrs" apparently means, if you are slow on the course, you have to come off at 1.5 hours, that's the maximum time allowed, not the actual amount of time booked.
2) we arrived at 2.15pm (15 minutes early as requested) for a briefing and stood in a heavy rain shower while the staff sat in their office/hut until exactly 2.30pm when they then came to get the children harnessed up.
2) Why did the staff member say we could possibly have 2 goes on the tree trek if we were quick? Did they just want a longer break before the next group arrived?
3) Including the briefing and zip wire, the children were there for 1 hour, which was a long way short of the 2+ hours I was expecting to be there.
It was a long way short of a good party venue.
On a plus point, the equipment was great and the kids loved it but it was just too short.
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