I seen ads for this place when we landed in Maui, both my wife and I love zip lines, so we read the brochure and and called 1-2 days in advance to book as advertised. During the phone call I was informed that there were time available the next day (and lots of spots at each time) so I chose 10 am, gave my info and asked if I needed to make a deposit, "No, no deposit, but please if you can't make it let us know, otherwise be there at 9:30, you are all booked". Excellent we thought.
We woke up and drove the 1 hour from our resort to Northshore ZipLine Co and proceeded to checkin; "No sorry you don't have a reservation dude" and was laughed at by the 3 employees working, I explained that I spoke with 'Beth' and it was confirmed yesterday. The guy called 'Beth' and told her to "deal with them" and left..... 'Beth' told me my reservation didn't save, and apologized but we would be able to go anyway, she took my info again and said we were good to go and hung up. I told the guy we were good, and he flipped out and called 'Beth' and told her they were overbooked and we couldn't go etc.
We waited well they "discussed" on the phone for 10 minutes until we decided to leave, we told the guy we were leaving and he laughed at us and said "see ya later, this isn't my fault". I guess the 250+ we were going to pay the didn't matter.....
Total joke operation, complete waste of time, rude employee's, just a total joke.
Réponse de l'hôte
Sep 2014
Hello,
This is Beth with NorthShore Zipline. I am so sorry that you were dissatisfied with your experience. Once again I apologize for the internet glitch that caused this whole problem to start with.
I personally took your original reservation, and as I told you, for some reason your reservation did not save when I entered it. This can happen if internet connectivity fails for a second. At the time of your scheduled tour, I was off work when the guides called to inform me of what was going on. I took your information, and added you back to the schedule, just as you stated.
What I didn't realize was that my internet had not refreshed since I was last online. Due to this, I was looking at an old view of the calendar. Once I added you, and it refreshed, the guides saw that it was overbooked. At that point, they called me, and I instructed them to place you on the next tour, with both of your seats being complimentary for your inconvenience. Unfortunately, it was too late and you had already left.
We have had internet glitches before, and thankfully, until now, we have always caught them and made the necessary corrections. We do everything in our power to insure that our guests walk away satisfied with their experience and I am sorry that you feel you were dealt with in a glib manner. This is the first complaint we've ever had of this nature since our opening.
If you ever return to Maui, please give us a try again, complimentary of course, and give us the chance to redeem ourselves in your eyes. Even if it is five years from now, I will remember you. Just ask for Beth. Wishing you all the best, and once again, so very sorry.
Sincerely,
Beth
Elizabeth H. Smith
808-269-0671