PARK 7, FL
First contact: Male.
API: Stated question.
Staff: You get a rain check. (Silence…)
API: OK. What’s a rain check?
Staff: It means you get to come to the park again at some point within the next year.
API: So I get a redo, basically?
Staff: Correct.
API: Are there any limitations or is it a full voucher?
Staff: No, we’ll give you a card. If you’ve done half the park, you get to come back and do the rest. (Silence…)
API: OK sorry, that’s the part I didn’t understand. So I get to finish from where I left off?
Staff: Like in golf. That’s how golf works. (Silence…)
API: Ha ha, well I don’t play golf, sooo, I wasn’t sure.
Staff: Right.
API: Right, then. Thanks.
Rating: 2
Comment: Thanks for making me feel stupid, buster.
PARK 8, AL
First contact: Automated machine. Chose staff option.
Answering phone: Male.
API: Stated question.
Staff: OK. Well can we assume you’re already signed up for a trip?
API: Right, yeah. My friend is coordinating all of that. I’m just curious about the weather.
Staff: OK. So we take reservations, obviously. So if we had you reserved for a certain trip time and you got here on that day and we had to cancel because of the weather, we would offer you a full refund. Well, first we would try to reschedule you, but if you couldn’t make it we would offer you a full refund.
Now, that’s if we have to cancel because of the weather. And that’s with heavy rain, heavy wind, and with lightning, of course. But you know, if it’s just a real light rain or mist we’ll try to push on, but if it’s substantial rain we’ll give you the option of getting a refund or rescheduling.
Now, as far as any other cancellation, if you book a reservation you have a 24-hour window before your trip time to cancel for you to get a refund. So if you had a trip at 9 a.m. on Friday, as long as you call by Thursday morning and let us know you need to cancel, we’ll give you a refund. But if you show up Friday morning like 10 minutes before the trip and cancelled, we would not offer a refund. We would, however, offer a rain check, which is worth the full value of the trip and never expires. So you can save it, sell it, give it away, whatever. But, uh, that’s just our policy because we do take reservations. You gotta cancel at least 24 hours out unless it’s on us because of the weather and we need to cancel.
API: Well. Sounds like your cancellation policy is pretty awesome. Thanks for spelling it out.
Staff: Yeah, absolutely! When are you guys coming down?
API: I’m not sure. I think my friend is trying to make the reservation for a month or so from now.
Staff: Oh yeah, definitely. March is going to be super busy for us because of spring break. April will be a lot slower, but if you’re set on March just give us a call a day or two beforehand and I’m sure you’ll get the time you want.
API: Fantastic. Thanks so much for your help.
Staff: Anytime! Have a great day and hopefully we’ll see you here in the next month or two.
API: Thanks!
Rating: 10
Comment: When I don’t have to ask a single extra question, it makes my life much easier. He didn’t get a 10 because of the awesome cancellation policy; he got it because of how he handled the call. Friendly, knowledgeable, and clear. Boom.
Identity Revealed: Gulf Adventure Center
