City Climb — Attraction in New York

Very disappointing experience. This was hands down the most unorganized activity we have ever done. Check in took close to 30 minutes and was done by 3 different people. When we first arrived, they told us to go through the lines to the back by the edge ticket scanner. We waited in line there till we got to the front, only for them to tell us that we have to go to the front desk. We waited in line at the front desk, only for them to tell us there is a separate check in booth for the climb (located in the gift shop behind mobs of people with no obvious signs).

While we were doing the climb, we were rushed by other groups behind us. 2 other groups were up there waiting for us to leave, 1 of which started their activities already. Meaning their guide was talking over our guide and we couldn’t hear anything from our guide. Being rushed ruined the experience and we ended up declining hanging off the building forward facing because we were expected to do it so quickly. Our whole group of 6 had literally less than 30 seconds to do it.

We, a couple, took pictures together hanging off the building and we never received them even though we paid for the photo package. Since half our pictures were missing, we were forced to have pictures printed we did not like, nor want. Getting the photos printed took forever as they lost our card with the QR code on it. It was laying at a random counter.

They send us an email a couple of days ahead of our booking to sign the waiver, which we did. They made us sign a waiver in person as well cause their system was not working properly. Nothing about this experience went smoothly and I regret...

• UPDATED COMPLAINT REVIEW 3/21 *

Upon contacting customer service spoke with “Whitney,” I encountered an unprofessional and rude demeanor. It appeared that she experienced a brief moment of frustration and abruptly toss the phone down. I said hello Whitney and crickets. Then I heard her pick up the phone. Her responses were inconsistent. Whitney’s behavior was unacceptable, and she should refrain from interacting with the public. Her statements regarding the same-day delivery of products stated were quoted by the employees were inaccurate, that the pictures and video are not sent out to 3+ days later. She claims the information that she requested were sent out and would get pics in 3+ days. Yet she could not tell me when that was done. Whitney refused to provide me with the name of her manager. It is imperative that the appropriate expectations are established to ensure customer satisfaction.

I’m still unable to access my City Climb photos despite sending multiple emails. The 10-digit code on my card isn’t accepted by the system, which requires at least 12 digits. I’ve attached my ticket and a picture of myself for reference. Still no resolution at 3:01pm 3/21.

I understand that issues can occur, but this has been frustrating since last night. The photos and video were an huge part of the experience that I paid a lot a money for.

Today 3/20, I had the pleasure of climbing with Vanessa, my instructor. I was super nervous, but Vanessa was amazing! She made me feel so at ease and comfortable. She’s such a great person, and I’m so glad I got to climb with her. She’s...

Our guides were the coolest (Mike and Devon - if I'm spelling that right?) and once you're outside - the experience itself is amazing, but the process you have to go through to get/view your pics and videos after is RIDICULOUS and ruins the entire experience. Why do I have to give you my email 6 times? Why do I have to scan 4 QR codes? This Magic Memories company is pathetic. You can't figure out a way to do this yourself? For $200? Still need to partner with a third-party that is undoubtedly selling our contact info to others? And then, after we agree to all that nonsense (what other choice do we have?) they send us 3x as many pics of us poorly edited at Edge rather than of the actual experience?!?! It's laughable. Insulting even. Nobody wants a fake picture of them on the High Line. It's 2024 ffs. Photoshop exists and a blind person could do it better if they wanted to. And not a single picture of us leaning over head-first?? Only leaning backwards off the ledge? What a joke. 5 stars for our guides. 5 stars for hanging off the highest point in NYC. NEGATIVE 10 stars for the corporate cash-grab tourist trap buffoonery. I will actively talk people out of trying City Climb and it's a shame because it could and should be a MUST TRY experience, but you managed to screw it up beyond belief by complicating things unnecessarily. Really surprised to see everyone overlook these inexcusable shortcomings. Feel like giving 2 stars is generous, but want to make sure it's clear that this isn't the fault of our guides. They...