It was my cousin's and my first time indoor rock climbing. We saw the rock climbing walls from outside and wanted to check it out. Our overall first time experience was good, save for being berated and treated like stupid tourists by one of the workers named "Jess," hence my two star review. (FYI all the other workers were very nice.)
To begin, the whole check-in process was a little confusing due to the high traffic of people at the time. I have to preface this by explaining that I don't fault anyone for the check-in process, but just provide it as context for why there was some confusion on our part. When we first arrived, we were told to fill out a form and a waiver form so we did. Then we stood in line for about 20 mins at which point we got our climbing shoes while we were in line, but no harness. Then our forms were taken from us and we were pulled out of the waiting line to listen to a safety instructional, which was very hard to hear and see due to the large number of people crowding around the instructor. Then most of the group were directed to the practice wall while a few of us without harnesses were told to go get back in line to get them. We waited another 15 mins in line and paid and got our harnesses at which point we were told to go to the practice wall. I assumed we could and should start practicing at this point and someone would come by to check on us.
As we began trying to practice, "Jess" came around and scolded us for going up the practice wall without getting a "check off." I politely told her that had not been explained to us, but she snapped at me and said it had been explained to us "very clearly." No, actually it was not "very clear," which was why we started climbing up the wall before we were supposedly allowed to. It was as though she was inferring that 1) we were stupid and couldn't follow directions, or 2) we were lying and purposefully being non compliant. It was an honest mistake and her comment was totally rude and unnecessary.
As though that wasn't bad enough, "Jess" was EXTREMELY demeaning, impatient, and snappy towards us when she was going over the climbing and belaying steps even though she knew we were beginners. At one point she was talking to me like I was a child or as though I didn't understand English (FYI I'm Asian-American). When I noticed she was doing this, I found myself overcompensating by enunciating and pronouncing my words so she didn't think I was a foreigner and would possibly treat me a little more respectfully (on a side note: how sad that the expectation is for non-English speaking foreignors to be treated differently). At the end of the "check off" I walked away feeling humiliated.
This is a for-profit company, not some free, public national park. We paid $25 (AUD) each for a positive experience, not to get scolded and demeaned. All in all, I really didn't appreciate how "Jess" treated us and unfortunately she put a damper on our first time indoor rock climbing experience. read more