Lake Maggiore Zipline — Attraction in Aurano

Booking via the website didn’t work because the OTP SMS never arrived. I then made a reservation over the phone in English for the zipline for 4 people at 14:00. Upon arrival at 13:30, I reported to the desk and was assisted by a very incompetent employee. I asked if it was possible to get a refund if you didn’t dare to go once you were at the top of the mountain. I didn’t receive a clear answer, and after asking several times, he finally said that you could pay afterward. Afterward, I asked what time the shuttle bus would leave, and he responded 14:00.

In the end, the first bus was prepared around 10 to 15:00, and the staff went inside without any communication about when we would depart. At 15:00, the second bus arrived. I asked again if we could pay afterward, and he then said it was better to buy the tickets. When I asked why, he said he didn’t know. Unfortunately, it didn’t end there. A second employee said that you couldn’t pay afterward because you first had to sign a waiver. Together with this employee, I went to the staff at the ticket counter to clear things up. This led to a heated discussion because he felt that I should have asked about it myself. The other employee agreed with him. I told them this was ridiculous and that they should communicate such information properly. The employee at the desk also said he didn’t know we wanted to go, and that I hadn’t clearly communicated this. However, my travel companions confirmed that I had indeed made it clear. I then explained to them that because of their approach, they lost three customers, and that their communication was outright terrible.

In the end, I was the only one in the group who went because the others were either too angry or had lost trust in them. On the shuttle bus, I had a chat with the driver, who kindly apologized and was friendly. The zipline itself was a great experience, but everything around it made it a frustrating one. We may have made some not very nice words against the employees which were said out of pure emotions. Therefore we would like to apologise for it, this is not how we normally behave.

The two stars are purely for the zipline expierence, it can have alot of potential if improvements are made.

I would like to suggest the following action points: Establish clear refund guidelines and communicate them clearly. Always point out the need to sign the waiver. Train the staff at the ticket counter better so they can communicate more clearly and be friendlier to customers. Communicate the departure times of the shuttle bus and make sure that everyone has signed the waiver beforehand. Improve the online booking system and thoroughly test it.

Update following the owner's response:

Rather than acknowledging your mistake, you continue to double down. You've even admitted to poor communication, as you never informed me about the ID card. Moreover, the claim that I was instructed on the regulations is completely false. I was only given instructions when I came to ask for clarification with your colleague

While I may have forgotten to mention that we had a reservation—my mistake—it doesn’t change the fact that I clearly asked at the ticket counter if the four of us could take the shuttle bus to see the zipline from the top, with the intention to pay afterwards.

Lastly, while the cursing was inappropriate and should not have occurred, you're exaggerating by calling it an "illness." It was a common Dutch curse, which loosely translates to...

FANTASTIC FANTASTIC. bought the ticket online so I couldn't back out, which I may have done🤣. we drove up to the zipline which was very SCARY the road is extremley narrow & bendy with a big drop, so take it very slowly & berp your horn on the bad bends. arrived at Maggiore & the staff very friendly. waited very nervously for our turn. a shuttle bus drives you further uo the mountain. at the top you are with a few others taking part & you can fly solo or with your partner. I flew with my husband, you are basically attached to a harness & laid dwn on your stomach with your legs stretched out behind you, you are both laid side by side with goggles & a helmet on. at this stage you need a nappy, yes it's scary. the instructor counts to 3 & off you go. my nervous were gone & I totally enjoyed it, would defo do it again, it's over very quickly. you can buy pictures afterwards one for 7 euro or two for 10 euro. Nice coffee shop, but dudnt use it as it was starting to get foggy & we knew the drive down was not easy. driving down you can take a different route which is not quite as bendy. ask at reception & they will give...

STRONGLY RECOMMEND

At the very top of the mountain this awesome zip line place greets you with lots of free parking, amazing views over the alps, as well as professional and helpful personnel.

My wife and rode the zip line together, and it was for sure one of pur top five things we did this summer.

Be sure to pay the small extra fee for the GoPro add-on since you’ll want to relive the experience as well as show your friend and family how awesome it was!

The only negative thing that you should be mindful of is the fact that because this is quite literally among the mountain tops the road you have to take to get there is very narrow and sometimes doesn’t have safety railings even though there’s cars going both up and down the same road. It won’t be a problem unless you have an SUV (which I’m honestly not sure if you’ll be able to pass anyone with on those narrow roads) or if you’re not a...