PARK 6, WA
First contact: Male.
API: Stated question.
Staff: We can always get you back down to the ground. Silence…
API: Um, OK.
Staff: There will be two guides out there so if at any time someone says, “Hey, I can’t do this,” then we’ll put you back down. Silence…
API: OK then. Well, if there are two other guides, then hopefully I won’t get scared.
Staff: Right. When are you guys coming?
API: I’m not sure, my friend is making the reservation.
Staff: If it’s a large group, then the easiest way to make the reservation is over the phone with myself.
API: Sounds good, I’ll let her know.
Rating: 2
Comment: Two points for the reservation tip. Even though talking to this guy was like pulling teeth.
PARK 7, AL
First contact: Female.
API: Stated question.
Staff: Um, that depends. We only have a zip line tour. We don’t have a ropes course. I just want to clarify so you know what to expect.
API: Thanks.
Staff: Sure thing. So, there are five zips and four bridges. And typically our refund policy is 10 days in advance for cancellations, so we can’t do full refunds, but if someone really tries and just can’t do it, we’ll give you a voucher so you can come back, or give it to a friend or you can sell it. So it’s worth what you paid into it. But we do find that people tend to be able to do it. We have a lot of people who come to us with really strong fear of heights, and rarely does anyone come back down off the course.
API: Wow. Thanks. The refund is really nice of you guys. I wasn’t expecting that. Just in case though, if I do freak out, is there a way to get down mid-course?
Staff: Yes. Absolutely. So the very first thing you do is go up to an elevated platform that is all decked in, where we do a little demonstration and talk about how everything is going to work. And then our staff takes care of all the equipment, so when you come here, you’re here to enjoy yourself and relax with your group. We move all the technical equipment and we operate a braking system to slow you down, so you’re not responsible for your speed or safety in any way at all. From the tree house there are two suspension bridges that take you up to the first platform where you can do our first zip line. So pretty much everyone who has come down off the course because they didn’t want to go comes down at that point. They go up the two bridges, look at the first zip, and decide they can’t do it. And then all you have to do is walk down the two bridges and the staircase from the first tree house, and a manager will meet you, and your group will continue on.
API: OK. Good to know.
Staff: If you do ride a zip line and decide later that you can’t continue, we have the ability to get you off the course at any point. So after you’ve ridden that first zip, you go from tree to tree for the rest of the course. But every single platform has a lowering kit on it, and all of our guides are trained and they do monthly practice for how to lower people off a platform. So if we have a thunderstorm or a medical emergency, or if someone decided they didn’t want to go forward, we can get them down from any platform on the course.
API: Cool.
Staff: And I’m not necessarily sure if that’s going to feel less frightening than riding a zip line, ha ha. If you’re afraid of riding a zip line, then being lowered on a rope off a platform might not be super fun either, but you do have that option.
API: Good to know! Thank you so much for all that information, it’s a huge help!
Staff: Of course! See you soon. Have a good day.
Rating: 9.5
Comment: Well then. There you have it. Minus .5 for not mentioning the website, which is amazing and shows the entire course via photos and videos.
Identity revealed: Red Mountain Park, AL
PARK 8, CA
First contact: Female.
API: Stated question.
Staff: Hmm. Yeah, uh, we can get you down off of any platform, so if you are on a platform and decide you are done, we can get you down.
API: OK, thanks. So there’s someone to help me down?
Staff: Of course. When you go up on course you’ll have two guides with you the whole time. Yeaaaah. Silence.
API: All right then, thanks.
Rating: 3
Comment: Somehow, I don’t find all this very reassuring.
PARK 9, OH
First contact: Automated machine. Connecting to a human was not an option. I tried multiple times. The automated machine described the entire tour, and all the elements guests would encounter, in detail. Still not satisfied, I followed the automated instructions and sent an email via the website. Here was the reply:
In response to your email, we like to follow a philosophy of “challenge by choice,” meaning that whether you decide to zip or not is completely up to you. We have amazing guides that deal with people who say they are very nervous or have fears of heights on a daily basis, and they will always work with you. Most of the time, the guides are able to talk to you enough where you feel comfortable and gain the courage to go, but the guides will never force you to zip when you do not want to. The course is designed so that you would be able to walk back down to the ground at the top of the first zip (the very start of the course) if you find that zip lining is not for you. To ease any safety fears, you will always be securely clipped into the course for the entire tour. If you have any other questions feel free to give us a call in the office at xxx-yyy-zzzz. Looking forward to getting you out here to zip!
Rating: 7
Comment: A focus on the guides gives a personal connection that there will always be someone there to help. But what if I make it through the first zip and then freak out?
PARK 10, TX
First contact: Automated machine. As with some other courses we called, connecting to a human was not an option. This company also did a stellar job at explaining its entire tour, but again, I wanted an answer to my specific question so I sent an email. Here was the reply:
Great question! First, you will have the opportunity to get a “feel” of the equipment on the ground before actually beginning the course. Everyone must go through a lower level course (at 13 feet) before ascending. With that said, if you do make it up on a lower level course and decide that you cannot continue, our monitors will encourage you and talk you through your fears. If you are STILL unable to complete the course, we can remove you at that point. We hope you will consider giving us a try!
Rating: 7
Comment: Nice explanation of how I start so I can get a feel of everything.
PARK 11, NY
First contact: Automated machine. Chose “reservations.”
Answering phone: Female.
API: Stated question.
Staff: Yup. When you go through the demonstration course they will explain it. If at any time you want to get down and you can’t get down yourself, you just yell “guide, guide, guide,” and a guide will come over and get up on the course and will lower you down. Once you get lowered down you are done for the day.
API: Good to know. Thanks.
Staff: Sure thing. Have a great day.
Rating: 6
Comment: Short and sweet, but a little quick to get off the phone. Can’t you show some of that TLC you’re selling?
PARK 12, NH
First contact: Male.
API: Stated question.
Staff: Umm, then we would have to come get you.
API: [what’s your response?]
Staff: You wouldn’t be able to get your money back at that time, unfortunately.
API: Yup, yup.
Staff: That happens all the time. (!!??) Well not all the time, but it does happen on occasion. Someone gets up there and just decides it’s not for them. But if you have a second I can explain our course for you.
API: Sure.
Staff: So we design the course to be very progressive. We don’t start you out on huge, long zip lines. We start you off in our ground school, where you do about a 50-yard zip that is all of five feet off the ground, so you get comfortable with the experience. And then the next zip is about 100 yards long, and maybe 10 to 15 feet off the ground. Our hope is to build confidence for those who might be afraid. So you do about four zips before you get out onto our longer zips that are higher up. And I will tell you there have been some people who have done the shorter zips and then get to the longer ones and still say that it just isn’t for them. Ha ha!
API: OK, ha ha. That’s good to know that it’s built based on progression.
Staff: Sure, so one thing I recommend to people is that if you go onto YouTube and type in X canopy tours you’ll find over a dozen videos of our canopy tours, which will give you an opportunity to see what our canopy tour entails and it will give you a better idea perhaps of knowing if it’s something you think you’ll be able to do or if it’s something that just isn’t right for you.
API: That’s a great idea, thank you! I can definitely check out those videos.
Staff: Sure thing. And we don’t force anyone to go on the tour if they don’t want to. We’re not pushy here.
API: Thanks!
Staff: Thanks so much for your call. Have a great day!
Rating: 8
Comment: Super nice and very enthusiastic about wanting to make me feel comfortable.
