Go Ape refusing refund

I sound like a child? i am not the one using ridiculous phrases like "mama bear" and "myself" in written communication.

Everyone here has pretty much told you that you are expecting too much. I get that you're upset, but tbh booking the last slot and then getting rushed was probably not a good move - which you would only know in hindsigt

OP,
You are NOT being unreasonable at all. You paid for a fun and not-rushed experience and you didn't get it. They should give you a full refund. They didn't provide you with the experience they promised. The fact you did a portion of the experience isn't that relevant in this case.
Their offer of 10% voucher is rubbish.
I'd push for a full refund. Mention the Consumer Rights Act ( have a Google)

Did you pay by credit card? If so, you could try a section 75 with your bank. Make sure you have exhausted the complaints procedure with GoApe.

Keep the wording of your complaints more simple. You are including too much irrelevant info. You paid for a service and they didn't provide it. That's what's relevant. If you have it in writing that their 'adventure lasts an hour' but that they admit you only had 40 mins then I don't think they have a leg to stand on.

Good luck and please don't be influenced by posters calling you grabby etc. Some people get a kick out of being nasty.

It's also about the quality of the experience. If I go to a cafe 30 minutes before closing and I sit there, peaceably drinking my coffee, then I've had my nice 30 min. If the cafe sells me a coffee with 30 minutes drink up but starts cleaning under my table, sighing and rushing me out and I'm out 25 minutes later, not only have I not had my allotted time, I have also had a rushed and unpleasant experience. Why should you be grateful you had 2/3rds of the thing you paid for in that situation? It's unpleasant all round.

Booking a slot from 4.3-=6.30 on the website and having them out the door by 6.02 isn't ok.

Saying you get an hour on the trees and giving 40 min isn't ok.

Rushing people out isn't ok. It is NOT the client's responsibility to go faster as everyone wants to go home, it's their responsibility to put the right information on the website and stick to those timings in real-life.

Yeah I can't tell what's what now. I hope you were clearer in the email complaint

Hi, what is the hidden disabilities act? I've not heard of that before.

And do Go Ape really encourage the use of a neck lanyard on a high rope course? That can't be safe can it?

You didn’t book a 2 hour slot though- you booked an arrival time. If you’re going to get anywhere with them you need to drop the fixation with the 2 hour slot.

But all the other factors are irrelevant to the actual complaint.

The complaint is that you had 40 minutes on the course instead of an hour.

All the other information is probably confusing the person in customer service, particularly as the time wasn't included in the first email.

Maybe send one more email, really clearly explaining that you only had 40 minutes of a one hour session and would therefore like a third refund.

Again - how long did you have on the actual course (as your account keeps changing) and can you cut and paste the email where they apparently accepted you had less than one hour.

It says to phone them to discuss.

Yes, you get 1 hour of activity, but if the 4 courses can't be completed in that hour because of pacing then you do not get to complete 4 courses. It will be something like the last time you can start a course is at 17:45. The OP didn't finished the third course until 17:50 which meant it was too late to start another.

You have spent more than £60 of your time ranting about this his and emailing them back and forth. It’s a non issue, you complained, you got a discount, move on.

It's not too late for you because you can ho back at the discounted price!

Book an earlier slot. If your children enjoyed the previous experience, enjoyed levels one and two, then why wouldn't you book again?

I'd have said to mine that the staff only get paid up to a certain time and want to go home. Fair enough.

Just go again!

If you know your child with autism doesn't like to be rushed, why on earth would you choose the last slot?

It also says on the website that if you have any requirements due to disability you need to contact them to discuss them. You can't use his autism against them if you hadn't informed them beforehand to give them the opportunity to make adjustments. If your son requires extra time or not to feel rushed, they probably would have told you that the last slot of the day would not be suitable.

Your timings are a bit confusing.

I would look at it that you could have done 4 levels, but they only allowed you to do 3 levels.

I would split the £60 into levels, so it was £15 per level, so they should really give you at most £15.

Their staff gave mixed messages reading your email, so you assumed you could have had longer than you did.

It is sad when you get your child who has a disability to fully join in with something, and it is cut short like this, I know this feeling well.

If you do decide to go back, try an earlier session so there will hopefully not be this rush.

@Stripyseason

Edited as different age course

What is the relevance of your son having autism to the complaint?

They're not being unreasonable, you are.

their response is reasonable. I wonder if arriving 15 minutes in advance of your start time is enough, given that one of your children obviously needs more help & support.

YABVVVVU to use this phrase. "fighting like a mama bear here in the right." Stop it.

A gift voucher for a discount is not ever “making amends”. Because you can only benefit from it by paying the company again.

You want a full refund for a course you completed 3/4? Don't be daft.