This review is solely about customer service and not the park itself (I would probably give it 4 out of 5 stars from a prior experience).
Sorry, it's a bit of a doosey, but I am not happy.
I called a few weeks ago to book a reservation for the Adventure Pack (aerial park) for 15 people. Unfortunately life throws random events at people, so it was hard to know exaclty how many people would end up being able to go, but you have to reserve far in advance. So, not knowing how many people would actually end up going, I figured 15 was a safe number. When I made the reservation, the girl told me if I had to cancel to do so at least three days in advance.
Today is Wednesday, and our reservation is Saturday. Three days in advance. I called around noon to confirm that we are no longer 15 but rather 8. The girl responds with a "too bad, you're s**t out of luck" attitude, saying I had to have called before 10 a.m. and that the charges already went through for 15 people (at $48 a head, I am not happy). The girl I spoke to a few weeks ago never mentioned anything about changing numbers but only if you had to cancel to call three days before. And never did she ever say anything about calling before 10 a.m.
Not once did the girl offer any sort of apology or even hint at remorse, but made ME feel like the one who was in the wrong. Believe me - if I knew it was going to cost me almost $50 for every person who didn't show up, I would have called before 10 a.m. if they told me to. So after about 10 minutes of arguing, the girl went to speak to her manager. Luckily they refunded me the seven people, because Lord knows what would have happened if they didn't.
Another thing that pi$$es me off is why on earth do they charge you three days before the service is even completed? I know for a fact that this has happened several times before (to two different groups of friends). Things happen in life - sometimes people have to cancel last minute. So why, if it is such a hassle for both the customer and Lafleche, don't they change their charging policy and wait until after the service is completed? If it's an issue of people making reservations and then not showing, THEN charge them. Don't do it before.
Awful, awful, AWFUL customer service. If you're looking for a place that cares about their customers, shows concern or has the slightest ounce of logic, you won't find it here. read more