Customer ReviewsforAVA Rafting & Zipline

I was wanting to cancel my reservation for rafting due to impending thunderstorms. I had left my confirmation number at home but had my liability waiver number with my name on it sent to me by AVA. My daughter was going to cancel for me. After a 20 min wait, she explained that she needed my confirmation number. The employee first found the wrong family and began giving information. When my daughter corrected her, she then stated that I could not be found. After hanging up, my daughter and I decided that I was not in their system, that my reservation had not gone through. My daughter called later to verify again. By this time, I emailed stating that " I " wanted to cancel my reservation and gave my name, Jane Schneider. I did not say "we or us". I did give my liability waiver number as it was the only one I had. When my daughter got through the second time, she was told that she emailed them and cancelled. She said that she had not but they insisted that she had. It was I who emailed but they were insistent. Again, I was the only one who emailed her. They told her that her reservation was cancelled and resold. She said that they (her family of 4) were going to go and that only I had cancelled. They insisted that since she had not checked the insurance box that she was out of luck yet it was AVA who cancelled her reservation! They also insisted that we had made only one reservation. Later, I received an email with my correct reservation number and my daughters reservation number. We were each billed separately and had separate reservation numbers yet AVA kept insisting that there was only one reservation. They made no effort to appease us, never once thinking that an employee may have made a mistake. What really is offensive is that they took my daughters $200+ and turned right around and made another quick $200+! I have never heard of a company with such an unreasonable cancellation policy. Even when one cancels with insurance, they still keep 10%. I am certain that we are not the first tourists to leave a confirmation number at home and I am also certain that AVA does make mistakes. Both my daughter and I felt like we were not heard and AVA really was not interested in listening to us. She felt like the employees were arrogant and rude. Unfortunately, it is the tourist who must pay - literally and figuratively! It made for an unpleasant experience for our family. They cancelled my daughters reservation, she did not!

Hi Mary, I've been trying to reach you about your experience and have had trouble getting in touch. AVA Rafting & Zipline's cancellation policy is one of the best in the state, allowing folks that stay opted-in to cancel for only a 10% cancellation fee up until 7:00 PM the night before your trip. There is an option to opt-out of that cancellation fee upon booking to save the 10% intially, but the policy then becomes a two week time frame before your activity to be eligible for a refund in the event of a cancellation. You and your daughter had both decided to opt-out of that cancellation policy. When your call was made to cancel, you were well within that two week period prior to your trip. I apologize for the confusion with the supervisor you spoke with and I will be sure to follow up with him/her. I would like the opportunity to speak to you on the phone about your reservations and try to come to a resolution if you would please reach out to me at your earliest convenience. Katie S******** Call Center Manager AVA Rafting & Zipline

The situation was resolved with all parties in ageement.