Lack of operation quality: OVERPRICED, terrible lunch, and 25 min pick up wait.
The tour costs are 200 USD PER PERSON, plus tax, we spend 440 USD in total. Keep that in mind when reading this review.
My husband David and I stay at Ponderosa Ranch, where the offices of East Zion are.
We talked before our arrival with a person on the customer service call center, and explain to her our expectations, she did a good job selling to us the experience, of course.
We visited the offices of Zion Adventure two days before the tour to talk to them about my food restrictions since I have a complicated situation and I can´t consume dairy, sugar, and gluten. I tell the lady in the office reception some lunch options that I can eat and she wrote down and she seems very sure that with those options will be no issue, and she asks my husband to fill the normal lunch sheet options. We give here our campsite number in case some issues arise regarding my lunch so I can prepare my own, however, she assures all will be fine.
We arrive on time for our tour on July 9th, 2020, our guide explain the day schedule give us our equipment and lunches. We were total of 5 persons in the group. At the moment of checking our lunch, all was mess up. They no just mess with my lunch, but also with my husband one providing him a gluten-free lunch which he never asks for, and it makes a big difference in the bread texture, in addition, was vegetarian and he never asks for that. My lunch was with dairy, and sugar so it wasn´t possible to me have it even thought I wanted. The rest group lunches were mess up as well, basically, they provide to everyone veggie gluten-free, when that wasn´t the luch specifications. They were lazy which is something you will no expect when each person is paying 200 USD, right?
Our tour guide Hannah was super embarrassed and she went to her own place which was 1 min far from the offices to grab an avocado for me so I can have something for lunch. Luckily the rest of the group bring their own snacks and my husband has to suck it up with a terrible sandwich.
Regarding the service from the guide, she was excellent and professional.
The experience was very good, despite the lunch inconvenient, due to the nice attitude of all the group members.
We also had to wait around 25 min to be picked up under a little shade in the parking lot due to a miss communication with the transportation service from East Zion Adventure area, and when picking up us, I was expecting at least they bring a cooler with cold water or some sort of courtesy for people who were waiting under 110 F parking lot.
When we arrive back at the office my husband and I give our formal complaint about the tour issues and the person on the front desk and the response was just an "oh, we are sorry". This shows to be a lack of customer service quality.
Overall, even though I love to do canyoneering and the guide was good, I will never do it again with this company. I highly encourage you to look from a company in the Springdale town at the South Entrance of Zion.