WARNING ā THIS COMPANY MISLEADS YOU AND TAKES YOUR MONEY.
I booked a family kayak trip with Get up and go kayaking at Rock Springs in July ā22 while on holiday. We are a family of 5, 2 adults and 3 children aged 17,16 &13. The online booking form did not allow me to book 2 adults and 3 children (they only seem to have a max. of 2 children) so I booked 5 adults. We arrived at the venue 45 minutes early to complete our waiver forms as the Wifi at our accommodation was not good. After submitting these online, they told me they have a policy ratio of 1 adult to 1 child and therefore refused our trip.
When I contacted customer services, they would not refund my money as I had not cancelled within their policy guideline. I asked them to highlight, where on their booking form, agreement forms or anywhere on their website that states their 1:1 adult to child policy. Their reply was that this information was āirrelevantā as the booking system does not allow you to book 2 adults and 3 children. Having used many online booking systems, they all have different formats and constraints, how was I to know this?
Eventually they offered me a gift card but as I explained to them on numerous occasions, that we were visiting from the UK and could not use a gift card in the US. The Kayak trip cost us $387.55 of our holiday savings but their treatment of us left us disappointed and frustrated by their lack of customer care an empathy.