Vertigo Adventures — Attraction in Welwyn Hatfield

Ruined what should have been a great family day out!

Went to Stanborough Park today and the kids wanted to do the ropes. There were no 'on the day' tickets available on their website, so I went to the booking office about 13.40, there were no staff there all out on the ropes, no information on the office about ticket office only being open at 50 mins past the hour (new customers taken onto the course on the hour) as I was told by another customer. I was served about 14.00 and was met with a hostile member of staff which insisted on seeing my kids to check their height, he relented when I said I had already measured them against the wall chart and they were fine for the tickets I wanted. 7 year old went on the low ropes and no issues, she came back to us after an hour. 10 year old went on the high ropes and was booked on the zip line. She had finished the high ropes after about an hour, 10 and then was made to wait on the platform for an hour before they did the zip line, she advised me later that other customers had given up waiting and left. I could see her waiting and thought not much of it but went to enquire about what was happening, spoke to the same guy that sold me the tickets. I advised him that my daughter had been on the course since 2pm and his reply was 'so' followed by a long silence, he then went on to say that 'it'll be her turn to do the zip line, when its her turn'. I left it so as to not ruin everyone else's experience. I was a concerned parent, who was merely enquiring about his child!

My daughter eventually came back having done the zip line, a little upset that she hadn't had a chance to play with her family for having been waiting for so long and hadn't been given any explanation about the wait.

The real issue here was lack of communication they had previously been on the course at it lasted 1 hour max. If they were understaffed they should not have sold the ticket or the add-on!

I later went back to complain about the conduct of the member of staff, the only person at the kiosk was the same guy that I had spoken to both times before. I asked to speak to the manager and he asked "what for", I explained I wished to make a complaint, to which he replied "about what" I explained I wished to complain about his conduct and he replied "what about it", I could see this was clearly going to get me nowhere, I asked him for his name and he simply walked away. I suspect he was the manager!

This all may sound quite trivial to some but my daughter was away for an hour more than expected, not only did they not communicate that to me but had total disregard for my concern when I enquired...

The manager is very rude disrespectful and a bad person, probably bored with his life. I had my son's party and a little girl didn't have the right shoes and I asked another mom who hadn't come yet to bring me shoes. She was 20 minutes late while the other kids started the activity normally. The girl who works there told me that as soon as the mom with the shoes comes, the little girl and her daughter will go in. When the mum arrived ,at that time the manager came aswell and didn't let the girl's in because he said they were late and the other kids would be down in 5 minutes. I explained to him but he didn't care the girls waited 40 minutes for the next activity and they got very upset. In the next activity, one of the kids was afraid to do the zip line and sat with me. Finally, after 10 minutes, he decided to try it and I went to ask them to tie him up again. The manager didn't let me finish my sentence and answered me "NO" straight away and told me again the kids finish in a minute and that i can't do whatever i want and that the boy need to be on time he was late for the party while the boy was sitting with me the whole time🤯the little boy was crying and when I went to the zip line I asked the staff there how long it would take to finished and he told me around 15 minutes. I told him the manager didn't let the little boy play and he secretly tied the little boy up to do it and he said I don't know why the manager does that . Anyway I didn't want to make a fuss but it's not worth going to a place where they don't respect you and don't care if the kids have...

I would not recommend this place to others. As they are not offering what they committed from the tickets we bought. We bought for 2 rounds but only allowed to pay for 1 as they staffs need to leave without the boss support

We bought low rope for two rounds at £9.5 from 3pm. It started little bit late but still acceptable. However, it’s my son’s first time on the rope but the staff is not helpful enough, she only let my son to try the 1st round for 15mins then asked him to go down at 3:30pm. After my conversation with my son, he wanted to try again for 2nd round at 3:35pm. He went up to the staff but being rejected. I tried to understand the situation with the staff, she told me the time allowed for the tickets should be for an hour with 2 rounds. So, there are still have enough time and we are eligible to go for 2nd round. The reason that the staff refused for 2nd round is just because 2nd round is the same, what does that mean?! And finally I found that why the staff refused was because she need to leave at 4pm sharply so that’s why she started to pack after 3:30pm, prepare for her leave at 4pm. I complained for that and asked for refund. She just said it’s non refundable and asked me to talk with his boss. As she only covered his boss at that moment. I leave my number to them and the boss told me he will called me two days later but I didn't receive any...