Park Spy — Question on Rain

Welcome to Park Spy, in which we call parks anonymously and put customer service to the test with a delicate question. Have any suggestions for us? Send Liz Mettler ([email protected]) your questions and, if we use one, you’re immune for one issue!

THE QUESTION: WHAT HAPPENS WHEN I ARRIVE AND IT STARTS RAINING?

PARK 1, AZ

First contact:  Female.
API: Stated question.
Staff: Um, well we would let you know in advance, um, if we would have to cancel. If it’s something that’s kind of iffy and you get out here and for some reason we have to cancel we would reschedule you. And if that were something you’re unable to reschedule then we would refund you.
API: Cool. So you offer something to customers if the weather is just too bad?
Staff: Yeah. We wouldn’t just be like, “Oh, it rained! Too bad!” ha ha ha. We will definitely make sure that you’re taken care of. If we have to cancel your tour we will definitely provide an option for rescheduling, or refunding if you can’t reschedule.
API: Great, thanks so much!

Rating: 8
Comment: Clear answer with some extra humor scores extra points.

PARK 2, VA

First contact: Automated machine. Chose operator.
Answering phone: Female.
API: Stated question.
Staff: Sure, um, per our cancellation policy we aren’t able to do any refunds on cancellations or no-shows. However, we are actually 100 percent fully functional in the rain. I know sometimes it’s not as fun to come in the rain, but you are more than welcome to reschedule and come back.
API: OK, cool. So if I pay for the booking and get there and it’s just too rainy for our group I can reschedule at no charge?
Staff: Correct. You wouldn’t have to pay for a rescheduling fee or anything like that.
API: Perfect. Now what if I get there and it’s, like, sideways rain with wind and lightning, I assume you don’t operate in the lightning?
Staff: Sure, of course. So typically the storms in the area only tend to last about 10-15 minutes since we’re in a valley and the mountains do a good job of breaking them up. So we usually do try to wait it out, but like I said, you guys are more than welcome to reschedule if the weather isn’t something you want to deal with that day.
API: Great, thanks so much for your help.

Rating: 8
Comment: Super patient, super nice, super points.

PARK 3, PA

First contact: Male.
API: Stated question.
Staff: Well, it’s up to the user if they want to go about finishing the course. Unfortunately, we don’t offer refunds because the course is still open and we will have staff out in the rain to participate for anyone who wants to go out there. Um, unless there are severe high gusts of wind or lightning.
API: OK. What if it’s severe high winds or lightning?
Staff: Um, we would open up some sort of voucher for you. If you guys are pretty much done with your time we probably won’t offer a voucher, but if you’re only 10 minutes into the course then we’ll give some sort of voucher for the future. Um, under real specific circumstances we can offer a refund, but we would normally just offer a future date to come back. Something like that.
API: Cool. Works for me. Thanks!
Staff: Yup! Have a great day.

Rating: 6.5
Comment: Super personable guy, but offering “some sort of” anything doesn’t boost my confidence.