Overall we had a great time and found the experience worth it however there were a few things that did deter from the overall experience, hence taking away a star. We had bought tickets in advance and were quickly attended to in the office and putting on our harnesses, however we waited over 30 minutes to be given the safety demo, which was kind of frustrating given that it’s a timed experience from when you get your ticket.

Then when we went up to the area where you can access the different courses, there was a guy named Jason who was directing people to start their chosen course. As we approached the chosen course he told my husband to clip in and then told our 14 year old daughter to clip in. She went to go under the cable to clip in and he reprimanded her harshly. This was our first course and he hadn’t explained the specifics yet got upset with her when she had done it incorrectly.

I understand that it is a safety issue but she wasn’t near an opening to the course and the tone and attitude of his response was uncalled for. He was so harsh that she started crying. After he noticed she was crying, he did somewhat soften his instruction but did not apologize to her or say anything about him responding inappropriately. He seemed frustrated working in that location where he was having to help people and either he was having a really rotten day and taking it out on customers or maybe he shouldn’t work as closely with them.

He was relieved by a different person after about 45 minutes of us being there and she was sooo incredibly great with the kids and everyone who was going to start their course. She explained what to do to properly, taking the time and with an appropriate tone and we did thank her for doing such a great job.

Aside from that wait at the beginning and Jason, our experience was great and I would recommend it to others. Hopefully if/when we go again, Jason will either not be there or will be better at working with customers.

Edit: After leaving this review, the owner contacted me personally to assure me that they were going to be retraining the person who had reacted harshly and help them to handle situations like this. I appreciated the personal response and also their willingness to make sure that the customer service is top notch, along with their already great safety protocols. I will definitely return with my family and recommend it to others. It was a great family experience that has success levels for everyone!