My 1 star rating is due to their poor customer service and inability to see that their website is confusing with regards to who can ride. With better customer service and a more flexible attitude I would have rated it a 4 but just can't believe how rude their managers are. Amy poor feedback on their facebook page is hidden in the visitors comments section and you are unable to rate it directly meaning that the only way you will see negative feedback is if you search for it. Seems I'm not the only one who has been unhappy with their customer service or lack of customer service.
Be careful when you book - make a mistake or not fully read their terms and conditions and they will simply refer back to their cancellation policy, website and terms and conditions. Would be so easy to keep people happy by offering them alternatives even if it was at their quiet times but they really don't care once they have your money.
We were waiting in the wrong place to start and a guy in a tree tops car pulled up so we asked him if we were in the right place. We were told "No, you are way off, you need to go back to the park" Then we were told "it won't be open for another 10 minutes because I have to open up". Would have been nice if he'd said "I won't be a minute, you can follow me down" - instead he did his own thing then got in the car and drove off. We ended up following him and when he got out the car he again told us that we would have to wait some time before he would be ready.
It went down hill from there.
A bit of advice!
* Don't go by the recommended age check the small print as its not obvious. Your child might be 9 and still not be able to take part in activity advertised for children ages 7yrs+
* Crazy Rider says to allow 45-75mins (if you do both rides it takes 6.5mins)
* Book early - we were booked into a 1:30pm (for the adventure park - not crazy rider) time slot and we're stuck behind some very slow people along with a boy from the group that went before us that held everything up. This meant I didn't get to complete the entire course and it's tough luck if you run out of time. Nowhere does it mention if you run out of time it's not there issue.
I booked for 4 boys to do the crazy rider at a cost of $500 including 2 adults. I specifically chose this as it states on the website it is suitable for children aged 7yrs up and an activity I thought we could all do together. In small print it says children need to weigh 30kgs.
You would think that a 7yr old and the weight indicated would be representative of what most 7yr olds would weigh. Not the case at all.
My nearly 9yr old didn't weigh enough so there was no chance the other 2 would. So we we paid for 5 people and only 1 adult and the 10yr old could take part. We had 3 very upset boys.
The staff member was rude. I know businesses have cancellation policies just like most businesses do. I also know that if there is an unhappy customer that sometimes you have to make allowances. I told them I would be making this post if they didn't sort something out and they took it as a threat instead of an opportunity to fix the issue. The manager even said "Don't threaten me" when I told him I would let people know about my experience with them.
I'd understand if they were packed out on the day however we were the only ones booked in. I would understand if I had taken someone's place but that wasn't the case at all.
We ended up being allowed to go to the adventure park on the following Thursday however would still have had a $150 credit which I was told they would organise a voucher. They then refused to do this saying that they didn't have to give us anything. So we basically paid $320 for something that should have cost $170.
Overall the boys had a good time once they were able to take part however we had to do this separately not as a family activity as we had planned.
Unfortunately I will never return due to the bad experience I've had and simply want to warn people of the not so clear information so they don't waste money like we have.
Yes, maybe I should have taken more notice however I feel that the information is misleading with regards to the ages.
Customer Service from some staff was great. The managers are big headed and could learn a thing or too by listening to their customers
Would I recommend Tree Tops? Yes I would because the park is great. All I'd say is be very very careful when booking, read the terms and conditions very carefully and don't expect them to be helpful if you need to change anything.
You will notice in all of their comments when someone has given negative feedback they simply refer to their website and terms and conditions.
Poor customer service! Such a shame!
Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.