Rafting Valencia-Castellón

Minimal flexibility, dismissive tone regarding an unforeseen event

We booked a rafting activity for a group of 5 people. 24 hours after making the reservation, a family emergency arose and we requested a date change, indicating that any day would work for us. What followed was an exchange of several date proposals, both from their side and ours, in which the actual flexibility was minimal and the tone of the responses was dismissive and unreceptive, instead of the understanding one would expect from an active tourism company when faced with a genuine unforeseen event. We finally opted to cancel, accepting the 40% penalty according to their policy (€100 out of €140 paid), simply to avoid continuing an interaction that no longer generated trust or the feeling of being treated like a customer, but rather like a nuisance. The activity itself may be good—we didn't end up doing it—but the customer management when faced with any change of plans leaves much to be desired. If you book, make sure your dates are 100% fixed: any unforeseen event can turn into a frustrating experience.

Response from the operator: Gracias por tu opinión. Nos gustaría contar lo que pasó realmente: Las reservas son finales, no admiten cambios como se acepta al contratar. Aun así, aceptamos realizar un cambio, lo que no sabíamos era que comenzaba el juego de las adivinanzas. * Suplicas un cambio a cualquier fecha en fin de semana, se te ofrece para el siguiente... rechazada. * Pides que por favor, cualquiera en fin de semana de agosto... se te ofrecen dos más, seguimos sin acertar. * 3 fechas propuestas... y pasamos a que ahora nos pedís septiembre, y siendo uno menos. Ya suena a cachondeo. Lo que era una concesión excepcional, se convierte en una exigencia en la que encima nos acusáis de que somos inflexibles y "ponemos las cosas difíciles". Si para ser perfectos anfitriones teníamos que acertar con una fecha, que ni vosotros conocéis, será que no cumplimos. Decir que es fácil, cuando ni vosotros sabéis la respuesta, tiene muy poca gracia. Y más, pensando que toda nuestra agenda está abierta para vosotros, sin entender ni comprender, que tenemos miles de clientes más a los que atender. La cancelación, que cumple con lo aceptado en la contratación, no cubre el tiempo que hemos dedicado a esta adivinanza. No queremos ni imaginar, si en vez de 5 hubierais sido un grupo de 20, cuántos planetas hubieran tenido que alinearse y cuántas agendas lunares para encontrar el momento. Con más de 3000 reseñas y 4.9 de valoración, nuestra forma de tratar a los clientes habla por sí sola. Nosotros también celebramos que finalmente, no vengáis, y agradecemos que hayas encontrado un hueco en tu apretada agenda, para dedicarnos estas palabras, aunque parece que no te dio tiempo a completar el detalle de a quién corresponde esta valoración, realmente.

via Tripadvisor (translated)

So much fun!!

We had a great time. Paul, the guide, was great. He made it very fun. The equipment was all new and they are very well organized. Would do it again!

via Tripadvisor (translated)

Adventure and laughter

They treated us great, the monitors fun and friendly, everything very well organized. The river is grade 3 difficulty.

via Tripadvisor (translated)

Wonderful experience

We really had a great morning. The instructors were very friendly and professional. The setting while rafting was beautiful. Very much laughed and had super nice experience. Highly recommended. Fat 10. We are definitely going back

via Tripadvisor (translated)

Don't miss it.

as always and repeatedly delighted, superb treatment, material, we have had a lot of fun, the beautiful site and monitors as always fun and attentive, of course we will return again.

via Tripadvisor (translated)