Treetop Trekking Stouffville — Attraction in Whitchurch-Stouffville

I did start writing this review by selecting 5 stars because it was overall fun, and I've been to a few of those, that were indeed 5 stars. Then I dropped it to 4 starts because of the parking and the long wait to check-in. Parking around 13:30 on that Sunday was impossible with cars parked all over the place. We tried the parking next to the BMX course but one that was also packed. Ended up driving all the way to the one across from Meadowbrook Golf Club and walking back on the road good 15 minutes to check in at the Treetop Trekking. That's where this review lost another star. We had a Square voucher and were asked to line up for the bar code to be scanned and see if we had to pay the difference. Not park's fault but we spent another 45 minutes lining up and listening to parents arguing with the staff that their kids are "tall enough" and asking the kids to turn this way and that way, to make it above the min height line. The next folks lining up had not filled in their wavers forms online. The ones after had a few families with them and they called them all when they got first, so when we assumed we were finally next, there were all those people suddenly in front of us that this "last person" we were waiting for, turned into another 30 minutes of wait. Maybe we weren't lucky as the second line was moving pretty fast. The staff was aware that one could not redeem the Square voucher online "at this time", did the "sorry for the inconvenience" talk, scanned the bar code and gave us the wrist bands - total 2 minutes max, only that we arrived at 1:30pm and it was already 3:15pm. Call it 2 full hours to find a parking spot, walk back, line up for the QR code, and get ready with the harnesses fitted. That's where I took another star down and the review as now 2 stars. Why, because we ended up after a huge group of teenagers who were either very scared of everything at Level 1, or were having lots of fun pretending to be scared. Either way, it was 4pm and we kept sitting around and waiting for the last teenager to finally go up the ladder and start the easiest course. Total of 3 hours before we even got a chance to start having fun. Well, our kids were already "done with this, so unorganized, can we go home" that we had to beg them to do the first course. We caught up with the teenagers on the second zip line but we were already half-through it so all we could is complete it. Staff was nice and although they repeated "some times it's like this and we have no control over it, sorry for the inconvenience" they somehow managed to redirect the big teenage group to some other place so we did Level 3 pretty quickly and it was finally fun. At that point, being faced with another 20 minutes walk back to the far parking, and almost at our 3h limit, and close to 5 hours since we arrived, we all gave up and left. Well, the stars at back to 3, as what we did was fun. I'd love to come back (maybe not a weekend), when we can just park right there, check-in (Square codes will be redeemable online in advance, right?), and start the adventure (15 mins to do that, not 2hrs, right?), and hopefully do all 6 levels (without being stuck...

Update: see their response they continue to argue and be defensive..I didn't ask for a refund or anything..just wanted to share my feedback which is exactly what their whole team couldn't have the openness to acknowledge. Below is my latest response to their review sent via email:

It's so interesting that you believe in the policy of argument instead of listening to feedback/opinion.

Two points of clarification regards to your response to my review:

There is no issue with orientation because we still were done in the estimated time I.e. 11:45am to move to the course which clearly you staff couldn't understand.

We were not informed we had to go in order (which I actually prefer), so we moved where we found space to avoid waiting around. No one stopped us or told us in the process. If we hadn't we probably wouldn't have been able to do much in the 3hours.

Lastly my issue which seems to be missed is that this whole experience is overpriced and doesn't provide enough value for the allocated time. It's my opinion and that's all I wanted to share.

It's disappointing to hear you and your staff continue to not wanna hear anything, I haven't asked for a refund or anything yet you all seem to continue to act defensive.

Please also work on your customer service especially when you charge so much.

Thanks.

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I've loved this place and have booked birthday parties, my daughter has gone on school trips..I'm.always telling family n friends to go visit.

I went today after covid..booking ahead for a weekday to avoid the weekend crowd. There were three summer camp groups, one group of 80+ which meant after the 45-min orientation you do not have enough time there to atleaat get the value for the hefty amount I paid for the aerial course.

The guides and instructors on the course are all wonderful and could see the challenge and actually suggested giving feedback to the office when I exit.

That is where it gets really unfortunate, because the 'office' is also the people who are checking-in, not trained how to deal with feedback/complaints. I 'kids' I spoke with merely wasted my time.with their argumentative tone and getting agitated with 'you are giving me attitude" while they constantly were like 'no you couldn't have started at that time, no it couldn't be that,..let's call the guy who was on the course to talk'..when I merely wanted them to note down my feedback which is plz don't sell tickets to the public when you have so many.large groups coming n being on the course .coz I paid $130 for a 1 course n a zipline and that's not worth it!

Kindly review how many ppl does it make sense to hav on the course, review your pricing or extend the number of hours.

I will not...

This is my second visit, with 4 kids in tow this time. I really find this place over priced and under staffed and really poorly managed. The staff are really young and seem kind of miserable (who can blame them) but the check in, just to check in, took almost 30 min. I saw they had only 2 staff members checking in tonnes of people. Long long long lines. We arrived about 5 minutes before our zipline time, but missed out on the first half hour (out of a total of 3 hours) because the check in was soooo long (and we had ordered everything online and also had filled in all the waivers online) and then they made all the people who had been waiting in line to check in wait even longer before proceeding to the zipline orientation. Again the staff were extremely non communicative, slow and depressed looking and people were just standing around, wondering why they were all suited up in their gear and not being allowed to proceed. I finally got a staff member to talk to and they said they made everyone who was "late" wait for everyone else who is late so they could take them all in a big group making everyone even later. I tried to explain that the check in process took forever but they didn't care. I know they recommend arriving a half hour before your start time to check in, but honestly to expect patrons, who pay $50 each for this experience, to budget in a half hour extra of standing around because they have an extremely inefficient and understaffed check-in process is pretty ridiculous. Also the Upla is OK but over rated, fun and bouncy, but not worth the $40 that it cost for my kid to go in and boring after about an hour and the bean bags STINK of body and or foot odour. They need to clean those things, it was disgusting. Also the zipline was over crowded, they had too many people there so that the lines for each course were also really really long so you didn't get to do as many courses as you'd like. They book too many people into the ziplines so a lot of the time is standing around waiting your turn. Also the Treewalk Village for little kids isn't great, I wouldn't recommend bringing younger kids. My 4 year old didn't really enjoy it. With no staff around to help, parents and grandparents are left to navigate slippery logs and steel wires for their little ones with no guidance. I saw a few little kids really hurt themselves. Not really impressed overall with this place or how poorly its run. I really want to like it, we like trees, we like trekking, but it is really disorganized and unfriendly and really overpriced for what you get. Hopefully they can turn this...