Ascend Camp & Retreat Center
🎬 Entertainment · Dallas
Between really bad and never again.total experiences
replied on google
Most reported issues
AI-classified. Tap a category to filter the experiences below.
Experiences
Staff member was rude and unhelpful during a phone inquiry.
Business reply on Google
Thank you for sharing your experience with Ascend, We will take your disappointment into strong consideration and make sure it never happens again, And we would like you to know that your camp is always welcome here At Ascend, and in case for future calls you can always ask to speak with someone else , We ensure you a better experiences In the future
Staff member was rude and unprofessional during booking and confirmation calls.
Business reply on Google
We truly apologise for not delivering the best experience for you due to James interaction and weather, please email us as we would like to hear more feedback from you to help us improve and surly guarantee you the quality experience you deserve, Thanks in advance.
The cabin was dirty with mold and spiderwebs.
Business reply on Google
We apologize that your experience was not as great as everyone else. We also thank you for taking the time to share your feedback with us, We did our research and the cabin you are describing was not assigned to be used during your stay. If this would have been brought to our attention during the time of your stay, we would have readily addressed the situation and remedied it. Just as we did when a guest from your group forgot their linens and another guest needed a jump start. So we were here to help with anything. All the spaces assigned to your group received checks from our Housekeeping Staff. The none English staff you are mentioning were volunteers to help make the process run smoother because as you know it was a large group and they were only serving the food selected by your group to be served and making sure of the cleanness and readiness of the place, we are not sure what you would have liked to ask them, but the kitchen manager was present there at all times and he speaks fluent English. The people with attitude who were sharing the cabin with you were a part of the group/organization you have signed up/came with and we have no authority over that. During the paintball
Broken playground equipment, wasp infestation, and cold food.
customer experienced significant delays in receiving a refund for cancelled services
Unsafe horseback riding conditions and lack of staff assistance
Facility lacks maintenance, accessibility, and proper staffing levels.
Business reply on Google
Thank you for sharing your experience with us during your camp stay. We are glad to hear that you enjoyed your interactions with the staff and that their behavior was to your liking, and that they were working hard. That is what we expect from all of our staff on or off camp grounds, and appreciate your kind words in that regard. We are sorry to hear that the facilities did not meet muster, based on this review. During your stay, we were told about the air conditioning, paper towels for one cabin, the wasp nest, and We strove to meet your needs and fix these issues as they came up, and apologize that your trip was impacted by these factors. The AC was particularly challenging as we had to dialogue with a third party for repairs that guaranteed working order, but was not able to deliver during your stay as it was originally promised. To accommodate this, after the kitchen crew finished with necessary cleaning and other time-sensitive tasks, we moved bunk beds from cabin to cabin. Our staff took care of the wasp nest and delivered paper towels to locations where they were reported as missing. With this in mind, we at Ascend strive to grow as an organization and make right our mistake
Staff displayed unprofessional and rude behavior during phone interactions.
Business reply on Google
Hello William, I am sorry for what you feel toward your phone call experience. We are always keen to deliver a quality service and a clear communication. According to your phone recording, I see that you called first time to confirm your booking, then five minutes later you called to request a rescheduling, and that is just 50 minutes before your appointment. However, I am so sorry again you couldn't make your ride today. Our rescheduling policy states that it requires 48 hours notice to cancel or reschedule the ride. If you have any further concerns please contact us at [email protected]
Staff provided poor communication, double-booked facilities, and made false accusations.
business refused to provide a refund or reschedule after illness
Business reply on Google
Hi Maya and Dalal, we feel really bad to know about your experience, and we apologize for any inconvenience. Our cancellation and rescheduling policy are crystal clear that it requires 48 hours in advance. Emergency things happen and we can understand that, therefore sometimes we can be tolerant in very limited and special cases. You have sent us an email and one of our staff replied to your email that your case is being looked at by the management. We understand that Covid is affecting badly our personal life and daily activities, however, businesses also suffer the same. Get well soon!
Manager was unprofessional and verbally aggressive toward customers.
Business reply on Google
Hello Dave Medrano, We are so happy you enjoyed the ride and it went fantastic. Basically your booking was scheduled (your new rescheduled appointment) 8am and you had no show. Our policy state clearly that no show would redeem your voucher and there is no option to reschedule it. You showed up at 12 pm and you claimed that you have called someone to reschedule it. Our system will not allow any rescheduling in less than 24 hours as stated in our policy. It's found that you just manipulated the system and the manager was trying to explain to the wrangler the loophole in our process. We love our customer and we are willing to go the extra mile for hospitality, but we just hate manipulation. As a courtesy you were allowed to ride and enjoy it.