Peak - Education Through Adventure Reviews 5

I wish to lodge a complaint against your facility at Trentham.  We were originally booked for 12pm.  We arrived a few minutes late as we are not from the area and my GPS misguided me.  When we got there everyone was kitting up and we were told by the female staff member sorry we are too late as kit up is 15 minutes before start time and we'll have to come back at 2pm.  There was no attempt to assist in any way.
As we are not from the area, we went and found a place to get something to eat to wait until 2pm.  She proceeded to call me around 1pm to say sorry the 2pm slot is now booked up so we'll have to come at 4pm.  I asked if we are guaranteed a space at 4pm and she said no, if it books up we'll be bumped off as it's our fault we were late.
She then gave me head office's number to phone which I did and a booking was secured for 4pm.  Bearing in mind we now had to hang around for 4 hours.
We made sure we arrived by 3.30 as we anticipated kitting up at 3:45 for 4pm.  The male staff member who was managing it said no, we only need to kit up at 4pm which came as a surprise.  It took some time to kit everyone up and then the practice course was done.  All of this took quite a while and based on our arrival time just after 12pm previously there would actually have been more than enough time to quickly kit the girls up.
I found your staff member at 12pm incredibly unhelpful and offered no solution at all.  It was just no, you are too late sorry.  Our arrival time was 12:08 to be precise.  Based on the timing at 4pm there would have been more than enough time to get us kitted up.  
This was for my daughter's birthday and totally ruined the day having to find somewhere to hang around until 4pm.
I found the customer service totally unacceptable and needless to say I will never use your facility again.
Kind regards
Rachel Visser

Astbury water sports centre
Excellent experience again. We have been a few times and every experience has been excellent especially the treatment from the staff. Tom has been training our offspring for the RYA stage 2 and has been so patient and built a great rapport with all the children. The courses are an excellent introduction to sailing for the children.

There are a range of activities on offer and we will be looking at more based on the confidence and trust that has been built.

When we have had to make changes they have always been reasonable but one does have to be fair when asking especially if the mistake or change is one's own responsibility. (we double booked ourselves between a holiday and an activity and they really helped out.)

Following our experience at the Trafford Treetops adventure, I immediately contacted the company about my concerns over their management and support of children and the lack of training of staff.

My children aged 11 and 7 were booked to do the course and we arrived to have a briefing from staff. They provide a harness and assisted in the fitting of this. However, my son became very anxious during the experience and although I tried to support from the ground I was unable to offer proper support and turned to the staff. Although 1 of the team did respond he simply radioed for someone else to deal with the issue and ran off to the end of the course. No body then cam to our aid while my children were getting increasingly panicked for around 15 minutes and became entangled with each others ropes. It was only thanks to another customer that they were eventually untangled. The guy who came to assist offered little support or assessment of my children's distress and simply walked away when they were untangled.

It was evident that the staff clearly were not trained in how to support people that become anxious when on the course which is about 10m high.

Finally the original team member came back and did climb up to assist my son but my daughter was still left on her distressed. The staff seemed more concerned with just getting everyone moving along rather than dealing with their anxiety or giving reassurance.

Distressed they got to the final part of the course, a long zip wire where my daughter in floods of tears was made to do the zip wire despite her distress.

Having reported the issue by email to the Head office, I had hoped that they would take my feedback seriously.

I also learned later that my daughter had been asked at age 11 to be responsible for her 7 year old brother.

I was promised a reply within 3 weeks and since I have still had none after 4 weeks I have now posted this review.

I am not suggesting that my children were in physical danger, but the staff need training in how to support children. It took 3 members of staff to eventually after 20 mins deal with the situation.

I can't recommend the company as a result of this experience. Hopefulky they may take my feedback seriously following this review.

Fab day at Trentham Treetop Adventure. The staff were incredible; very friendly, accommodating and patient.

Highly recommend!

An amazing day out at the Trafford Centre.