Mountain Spy

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Liz Eren's mission this issue was to see how resorts are responding to the growing demand for summer activities.


Question: My son has a birthday coming up in August. I’m looking for a fun venue for his party. Do you do birthday parties?


With the increasing popularity of summer activities at resorts, we decided to see how resorts were responding to the growing demand. The result, as usual, was good and bad. In the end, it doesn’t so much matter what you offer, but all the difference in the world can be made by the person on the other end of the phone line. And perhaps ski areas ought to start thinking about birthday parties....We present all 15 missions here.

Mountain 1, UT

First Contact: Female.
SAM: Stated question.
Staff: Umm, how many children are you thinking of inviting?
SAM: Well he’s turning 10, and there will probably be about 10 kids and two adults.
Staff: Sooo, so we don’t do birthday parties per se. You know… were you wanting just to meet here or were you wanting a party room?
SAM: Well I’m not sure, that’s why I was calling. I wanted to take them all there for the day and take part in some of your summer activities and stuff.
Staff: I know our normal groups would be 25 people or more, but I’m just going to transfer you up there to, um, to the, like, the sales department, I don’t know if they do birthday parties and stuff like that. Let me transfer you.
Transferred…
Answering phone: Male.
SAM: Restated question.
Staff: Um, we do we don’t have anything special—you can just buy passes and use the facilities.
SAM: How does that work?
Staff: Umm, if you’re looking, well there’s only one group option and that’s a minimum of 25 people. And it’s an all-day alpine pass, which is a wristband that gives you unlimited access to the activities all day, except the zipline, which is a $5 upgrade per person, per ride. And those passes for the group are $45 each for the day. Other than that, you purchase individual tickets at the ticket window.
SAM: Well, we’ll probably only have about 10 kids, so how would I set them up with an all-day pass if we weren’t an official group?
Staff: Well, if you still want the all-day I think it’s $70 a person.
SAM: Oh, I thought it was $45.
Staff: Yeah the all-day group is $45 for 25 people and the non-group for an all-day pass is, I think it’s $70.
SAM: OK, that could work. Is there anything you offer in terms of doing a lunch or cake or anything like that?
Staff: We don’t, no. I mean you could cater a BBQ, umm, you know like our catering people could do burgers and hotdogs and that’s a per person set price. It’s someone else that takes care of that and unfortunately I’m on my cell so I can’t transfer you, sorry.
SAM: No problem. I was just trying to get some general information.
Staff: Yeah, I mean I was going to say it would probably be cheaper to, ah, just purchas,e ah, there’s like a burger shack outside with a bunch of picnic tables around. And the burgers with fries and a drink is going to cost you only about $7 a kid, and if you had it catered it would probably cost you $15 a person.
SAM: Gotcha. Well, burgers sounds easy enough. Thanks so much for your help. I’ll talk to my son and see what he’d like to do.

Rating: 7
Comment: A little rocky at the start but the transfer led me to a more helpful gentleman.

Mountain 2, CO

First Contact: Female.
SAM: Stated question.
Staff: Hmm good question, let me just check that for you. Hold on one moment. Holding...
Staff: So, how old is your son?
SAM: Ten.
Staff: So we do not hold birthday parties at our resort, but we do have a fun park and it’s open daily from 9:30 to 5:30 and we have a full-day park ticket and that’s $72. And that gives access to all the attractions in our fun park. We have the alpine slide, the mountain coaster, we have a scenic chairlift ride, human maze, um, climbing walls, super bungee trampoline, mini golf, um… what I can do as well is maybe, let’s see, people from the town information center can help you. I’m not sure if there’s anything else in town.
SAM: OK… what would they help me with?
Staff: If, uh, they can maybe give you information for people who organize birthday parties.
SAM: Oh OK. Well, I was just interested in what you were explaining about letting the kids play on the attractions all day, which sounds great. Is there anything else you do in terms of small groups, like putting on lunch or anything like that?
Staff: Um, not really. We do have restaurants here that are open during the summer. And what we also do are some tours. So we have like guided hikes, 4x4 off-road tours, mountain bike lessons.
SAM: Sure. Well I can talk to my son and see what he’s into. So you don’t offer anything structured for parties, I would just be buying day passes?
Staff: Right. There’s no such thing.
SAM: Thanks. I’ll look into it.

Rating: 7
Comment: Times and prices are good, but sometimes I need a little more TLC.

Mountain 3, CO

First Contact: Automated machine. Chose operator.
Answering phone: Female.
SAM: Stated question.
Staff: Uh, we absolutely do! Let me get you over to a vacation coordinator and they’ll help you. Transferred…
Answering phone: Automated machine for reservations. Chose “general information.”
Answering phone: Automated machine.
Hold time: 45 seconds
Answering phone: Male.
SAM: Restated question.
Staff: Um, I’m sorry, we reserve lodging accommodations. Um, we’d be happy to do that for you to reserve a lodging accommodation for where you can have a party. Is that what you mean, or were you looking for someone to organize a party for you?
SAM: Yeah, I’m looking for any information you have about having a children’s birthday party there. If it’s someone who sets it up for me or it’s a lodging reservation, I’m not sure. That’s why I’m calling.
Staff: OK, well unfortunately we don’t really take any part in organizing parties, at least in my office, of any kind really. We just simply make a hotel or condo reservation for the resort.
SAM: OK. Is there someone I can talk to you that knows more about it?
Staff: Sure, I can ask. Do you know who you were speaking to before you were transferred to me?
SAM: I don’t, no. Just the operator.
Staff: OK. Hold on one moment.
Hold time: Three minutes of silence. Ugh.
Answering phone: Female (group sales).
SAM: Restated question (explained that I was transferred twice).
Staff: We could do something for birthdays, yes. Let me get some more information from you and I can pass you along to a catering manager.
(Gave info with false name and real cell phone number and group details.)
SAM: I don’t want to make you do a ton of work, I’m just looking for some general info.
Staff: Well, I just have to put this all together so they can do research and get you those answers. Are you going to require lodging?
SAM: No, probably not. And I’m leaving work soon. I was just hoping to get some basic information today if possible.
Staff: Sure. Well give me one second and I can probably find out some things. Hold time: Three more minutes of silence…
Staff: So I tried to get Sally on the phone but she’s not picking up. I’ll transfer you over and you can just leave a message and explain what you’re looking for. I’ll also fax over this fact sheet for her to have on file.
SAM: OK. Is there anything you can tell me, like what a day ticket is or anything basic?
Staff: I don’t know anything. I’m just the first line of defense.

Received a call back a few hours later from Sally—very pleasant message looking to help with the birthday party planning.

Rating: 5
Comment: A bit tedious with no real information. And six long minutes on hold. But, the call back helped a ton.

Mountain 4, NJ

First Contact: Automated machine. Chose operator.
Answering phone: Female.
SAM: Stated question.
Staff: Yes, we do. How old is he?
SAM: He’s 10.
Staff: Yes. Then he is eligible for a birthday party. So let’s see—it’s unlimited use of the waterpark attractions, a hostess to set up the party, pizza and drinks, a birthday cake served at the party zone, which is a reserved party area for one hour of fun, up to 10 guests. And it includes all of the above for $329.90 plus tax for a week day or $369.90 plus tax on a weekend.
SAM: Great! And they have access to the waterpark all day, what about any of your other attractions?
Staff: Yup, well we have the mountain coaster and X rider, which are both included in the waterpark admission.
SAM: Even better.
Staff: Would you like me to transfer you over there to speak with someone about making a reservation?
SAM: Not yet, but thank you. I want to talk with my son when I get home before I make the reservation. Thanks so much.
Staff: Sure. And you can call us back or call xxx-xxxx which is the direct line to reservations.

Rating: 9.5
Comment: Quick and painless. I like it! Minus .5 for no website mention, which really highlights their amazing waterpark and summer attractions.

Mountain 5, NH

First Contact: Automated machine. Chose operator.
Answering phone: Female.
SAM: Stated question.
Staff: Um, I think we do. I’m going to transfer you up to group sales and they can help you with that. Transferred…
Answering phone: Male.
SAM: Restated question.
Staff: Oh. well we can do birthday parties. Yeah.
SAM: OK. How does it work?
Staff: Just tell me what you’re looking for in terms of the day?
SAM: Um, I’m not really sure. He’s turning 10 and we’ll probably have 10 kids. I was thinking they could play on some of the attractions you offer, but I’m not exactly sure. That’s why I was calling.
Staff: Sure. So actually 10 people is not considered a group, so you can arrive like any other guest would arrive. And we have the adventure center and what’s called the X pass. Have you been on our website lately?
SAM: No, just in the winter.
Staff: So we just put in a new aerial park. It opened a few weeks ago and it’s very cool. Let me check our website quick—I just want to get some pricing for you. Soooo, the new X pass would be $49 per person and it includes the new aerial park, the zipline, the rock wall, bungee trampoline, two-hour bike rental. It’s pretty much a whole day here.
SAM: Great.
Staff: Yeah, and in that area is a snack back where you can order hot dogs and burgers.
SAM: Sounds good. So you don’t necessarily offer anything structured in terms of small birthday parties?
Staff: Well, I mean we could, but I’m not sure if you want to pay for the additional room rental, etc. It just depends on your budget. We certainly can, um, did you have a day in mind?
SAM: I was hoping for August 25.
Staff: OK, so that’s a Saturday. Are you looking for any type of lunch?
SAM: Yeah, but I wasn’t sure, which is why I’m calling. It doesn’t sound like you have any kind of birthday package?
Staff: No, unfortunately we don’t.
SAM: No problem. So it would be just me coming and buying day passes and if I really wanted to set up a separate area for food and cake, that would be additional?
Staff: No, no. I mean if you wanted to bring cake, we could easily put it in the fridge for you. There’s so much space here that you could easily pick a picnic area with a grill if you wanted, which is right by the base area and set up your own picnic.
SAM: Thanks, we could do that. Let me talk to my son and I’ll call you back.
Staff: Sure. And definitely ask for me since it’s a little out of the norm and I can help you get everything set up.
SAM: Thanks!

Rating: 8
Comment: A little slow to start, but got some good information with someone to call back directly.

Mountain 6, VT

First Contact: Automated machine.
Answering phone: Male.
SAM: Stated question.
Staff: Uh, like at the water park?
SAM: Sure, if that’s an option…
Staff: That’s the only place I can think of that would do parties. Let me transfer you. Transferred…
Answering phone: Female.
SAM: Restated question.
Staff: We do, yes! It includes up to 10 people, over half would need to be kids. Any additional people would get in for a discounted price. It’s $229 and $299 on Saturdays. It includes a cabana rental for three hours so you could have your birthday party in the cabana. And those are in the water park and we have five of them. So you’d get that for three hours, the birthday child would get a little gift from us. You would also get our arcade cards that have $2 already loaded on them for all your guests. And then a day pass to the water park.
SAM: Great! What are the waterpark hours?
Staff: Well, we’re open from 10-8 and Saturdays from 10-9.
SAM: Perfect. Well, thanks so much. I just wanted to get some basic information and talk to my son first.
Staff: Sure thing. And if you do want to schedule it, you’ll schedule it with group sales, so let me give you their direct number for you to call back.
SAM: Thanks so much!

Rating: 9.5
Comment: Short and sweet with the right information and attitude.

Mountain 7, PA

First Contact: Automated machine. Chose operator.
Answering phone: Female.
SAM: Stated question.
Staff: We do! It’s actually a package that’s organized through group sales. I don’t know off hand what the minimum is, but I know it reserves a table for you in the party zone and includes a served lunch and a visit from our mascot.
SAM: Perfect, that’s exactly what I was looking for.
Staff: Great. And just to let you know, that area does not allow any outside food or drinks. If you wanted to bring in cake, I’m sure that’s fine, but the only area that allows outside food and drink is the picnic area and that’s $12 to reserve a spot. Just to give you another option. Let me transfer you though.
SAM: Thanks so much. That’s nice to know. Transferred…
Answering phone: OK, now, um, a birthday party here requires a minimum of 10 days. Um, it’s $32.99 per person regardless if they’re child or adult. Except two and under, two and under are free with a paying adult. Um, it is $32.99 per person and that includes entrance into the resort, includes lunch, and includes ice cream.
SAM: Sounds good. So they have access to the area all day?
Staff: Yes, they do. And the birthday parties are actually in the birthday party zone and you may have to share that area with other parties if there are any other booked that day. It’s up in the X room and is air-conditioned. And you have use of that all day in the party zone.
SAM: OK. How far is that room from the water park?
Staff: Um, it is in our main lodge looking right out at the water park.
SAM: Perfect. So that price is per person and includes the room?
Staff: You’ll have to do the rental online, and a little word of wisdom for your visit, you can rent it as far as 30 days prior to your visit, but no closer than 48 hours before your visit. And you can bring any food or beverage into the area. Cupcakes or cake is permitted.
SAM: That sounds good. I’m just getting general information and then I’ll give you a call back!
Staff: Now is the birthday person 15 or under?
SAM: He is, yes. He’s turning 10.
Staff: Perfect, because there is an age limit. Give us a call back when you’re ready to book.
SAM: Thanks!

Rating: 6
Comment: Basic info, and a basic personality. You can’t tell by the dialogue, but the sales person lacked enthusiasm, and that’s what Mountain Spy always seeks out.

Mountain 8, VT

First Contact: Female.
SAM: Stated question.
Staff: Umm, they do at the X area. What are you looking for?
SAM: Well, I’m not sure, that’s why I was calling. He’s turning 10 so I’m just looking for a different place for his party this year.
Staff: We do do birthday parties at the X area, but we also have the adventure zone.
SAM: Yeah I was looking at some of your activities and it would be fun to do some of those.
Staff: Um, they do like pool parties is what I’m getting at. (Silence…)
SAM: I don’t understand. At the adventure zone?
Staff: No, the X area. But I believe with the adventure zone, the all-day wristband, you have access to the X area with the pool. Let me transfer you… um, where should I send you to? Um, let me start with resort services. Transferred…
Answering phone: Female.
SAM: Restated question.
Staff: Um, hold on one second, let me find that out...Transferred… Hold time: 2:30 minutes.
Answering phone: Male.
SAM: Restated question, again.
Staff: Hmm, well this is the pool section we do the, ah, swimming pool, hot tub, stuff like that. As far as birthday parties, I don’t know.
SAM: Well you’re actually the third person I’ve talked to so I’m just trying to get some basic info about whether you host them or not.
Staff: OK. Hmm, well let me transfer you. Transferred… Hold time: 1:30 minutes
Staff: Hi, Ma’am, so I found the person you want to talk to so just hold on a second here. Transferred… No answer after multiple rings, and then I was hung up on.

Rating: 0
Comment: Now that was a colossal waste of time.

Mountain 9, W.V. 

First Contact: Automated machine. Chose operator.
Answering phone: Female.
SAM: Stated question.
Staff: Um, let me connect you to group sales.
Answering phone: Female.
SAM: Restated question.
Staff: Um, we can set you up with a group and we can help you set up the party. Are you looking for lodging as well?
SAM: No, we would just be coming for the day.
Staff: OK, do you have a group of 20 or more?
SAM: No, there would be about ten kids and two adults.
Staff: OK, ten kids, two adults. Um, there’s really not much we can do for you here for a group that size unfortunately. If you’re just coming up for the day, you can go to the depot area and buy a fun pass. And that would give you access to the lift, the indoor and outdoor pool with the slides. You have unlimited use of all the lakeside activities, which include the paddle boats, kayaks, fishing poles, um, beach games. And you also have unlimited access to the village activities, which would be the climbing wall, euro-bungee and inflatable. Now you could do that through the depot for $20 per person and that would include everything. Or you could break it down and just do the pool, the village and the lift and lake with nothing extra, do like three things and that’s like $10 each.
SAM: Oh wow, so just as a regular guest I can do that easily.
Staff: Yeah, just come up as a regular guest and go to the depot area and let them give you the options. And you’ll decide which pass you purchase. So it can be as much as $20 a person or as little as $10 a person!
SAM: Great.
Staff: Or you can just come to the pool for only $7 a person.
SAM: Perfect, thanks. Are there any options for doing a birthday cake and lunch?
Staff: Well, as far as lunch, we’ve got all our restaurants that are open in the village so you could go anywhere and do lunch. As far as a birthday cake, that’s not typically what you could bring into the restaurant, but that doesn’t mean they couldn’t work out a birthday dessert or something.
SAM: OK, so it’s not specially offered. I would need to talk to a restaurant.
Staff: Right, now if you come up with twenty or more that drops your rate to $16 and I’d have everything printed for you.
SAM: Sounds good. And that only includes the discounted price? Nothing extra?
Staff: Right, just the discounted price.

Rating: 8
Comment: Patient attitude and made sure I had options.

Mountain 10, MD

First Contact: Automated machine. Chose operator.
Answering phone: Female.
SAM: Stated question.
Staff: Um, they do, um, they can rent like the conference room out for private events and can cater meals and stuff like that. Would you like to speak to our catering department?
SAM: I guess so, I’m just looking for basic information on birthday parties, if that’s something you do.
Staff: Sure thing, let me transfer you. Transferred…
Answering phone: Female.
SAM: Restated question.
Staff: OK, hold on one second. Transferred…
Answering phone: Female.
SAM: Restated question.
Staff: Yeah, um, you mean, what exactly are you looking for?
SAM: Sure. Well I’m not exactly sure either that’s why I was calling. He’s turning 10 and we’ll have about 10 kids. I was wondering if you offered any sort of birthday package or anything like that?
Staff: Well, you know we do have like, group packages for rides and stuff, but it’s traditionally for parties of twenty or more. So that’s what you’d need to have to get discounts on some of the rides. Do you think you would have that many people.
SAM: Probably not. Like I said, it will be around 10, maybe 15.
Staff: Yeah, and that’s the only thing I’d be able to do there as far as discounts are concerned. So you would have to do the rack rates, but there is a combo thing, let me pull that up. Are you looking for food or banquet set up?
SAM: Yeah, I was wondering if served food was an option at all.
Staff: We can definitely do food. We don’t really do sheet cakes for example but, um, we have, what I can do is I have all these different menus and I can send them over to you.
SAM: It’s OK, you don’t have to send me anything, I’m just looking for basic information. It would be a very simple lunch. I was curious about prices.
Staff: Sure, so you were looking at a per person price for a lunch buffet. So, we could do a basic pizza and brownies lunch or BBQ hamburgers and hot dogs.
SAM: Sure, something like that. Are those spaces inside or outside?
Staff: Yeah, like we have a room that, I’m not sure how kid-friendly it is, but it connects with a deck and we could definitely do it out there. It just depends on what’s already booked.
SAM: That’s sounds good. And then you mentioned a combo pass?
Staff: Yeah, let me look this up. Traditionally they do full-day rides and activities, but it depends how many people you have or how many activities you’re looking at doing. And then, like, different adventure park passes. I know they do a combo pass for the adventure park and chairlift. Like the coaster and the chairlifts. Let’s see… it’s like $15 to ride one. Like one chairlift ride and one coaster ride. And a single coaster ride is $10. Let’s see what else… maybe we have laser tag they might be interested in that. Um, yeah, you’re going to have to pay the rack rate for those just because you’re not a big enough group.
SAM: No problem. Is there a place I can see everything you offer?
Staff: Sure, it’s on our website. Have you visited it before?
SAM: Just in the winter.
Staff: Sure. Just go to xxx.com and the full list is under summer activities.
SAM: Great thanks.
Staff: Sure. And actually the menus are on there, too, under banquets and events and you’ll see a link to view the full menu.
SAM: Perfect. Thanks so much!
Staff: Anytime. And my personal extension is xxx if you want to call me back directly. I can help you out.

Rating: 7.5
Comment: Slow start and slightly confusing information, but at least I have the website to count on and an extension to a person.

Mountain 11, CA

First Contact: Automated machine. Chose operator.
Answering phone: Female.
SAM: Stated question.
Staff: Um, I’m sure we can come up with something! We have an entire catering and events department. And with our new kids adventure pass we have so many new things up here like the zipline and the rock-climbing wall and there’s a beginner section of mountain biking.
SAM: Great. Yeah I was just looking for some general information.
Staff: Sure! Let me send you over to the vacation center. They know everything! Transferred…
Answering phone: Female.
SAM: Restated question.
Staff: Um, do you have a group?
SAM: Um, it would be about 10 kids and two adults.
Staff: And you just wanted to rent the space?
SAM: Yeah I guess. I wasn’t sure if you already had a birthday package maybe?
Staff: Sure. I don’t think we actually have anything like that. Let’s see, are there any specific activities you were interested in?
SAM: So we’d be buying everything a la carte?
Staff: Yeah, usually we need about 15 to 20 to qualify as a group.
SAM: No problem. That’s what I wanted to find out. So is all that stuff on your website to look at?
Staff: Yeah, absolutely. Or you can call the 1-800 number and speak to a call center representative.
SAM: I did and they transferred me to you.
Staff: Yeah, well since now we know you’re not an official group you would go back and deal with them.
SAM: OK. And is there any space I can set up lunch and a cake?
Staff: Um, you can definitely rent a space, but there would be a room fee and site rental?
SAM: So it would be inside not outside?
Staff: Uh, it depends. I’m happy to transfer you to catering.
SAM: Um, I guess so, sure.
Transferred… Answering machine picked up, and then hung up before I could leave a message.

Rating: 2
Comment: I had such hope after the first operator, but it all went downhill from there.

Mountain 12, OR

First Contact: Automated machine. Chose operator. Hold time: 3:30 minutes!
Answering phone: Female.
SAM: Stated question.
Staff: Um, we do, yes. Um, yes we do. How old is your son?
SAM: He’s going to turn ten. And I have about ten kids coming.
Staff: What’s your name?
SAM: Kate.
Staff: And what’s your phone number? (Gave real cell number.)
SAM: OK, I just walked in the door like two seconds ago. Do you mind if I gather up my information and things and I’ll give you a call back here very shortly?
SAM: Sure thing. Thanks!

Rating: 0
Comment: No call back. Not “very shortly,” not ever.

Mountain 13, QC

First Contact: Female.
SAM: Stated question.
Staff: I’ll transfer you to the department. Hold on…
Answering phone: Female.
SAM: Restated question.
Staff: Ah, yes! Just a second. I’ll transfer you to a representative. Transferred…
SAM: Restated question. Again.
Staff: Ah, well, yes and no. If you wanted to do a reservation for 20 people or more we could help you on this side with tickets so you could get a group rate. As for the party part of it, that’s really just up to you. You could bring your picnic, your cake, whatever, and set yourself up at a picnic area and you can do your thing.
SAM: OK, that’s easy. Where are the picnic tables located exactly?
Staff: They’re all over the water park. And most of them have shade over them.
SAM: Great, they’re inside the water park?
Staff: Yup, they’re in the water park.
SAM: Well, I don’t think we’ll have twenty. Probably around ten. Would it be standard pricing then?
Staff: It would be standard prices, but what I can recommend to you is that you purchase your tickets online through our website and you save 15%. Just remember to buy them at least the day before.
SAM: That’s helpful, thanks. Well I’ll check out the website and go from there.
Staff: Exactly, you just come and pick a picnic spot and you’ll be all set.

Rating: 7
Comment: Got a little dizzy being transferred so much, but it ended well with good information and a very helpful tip for ticket discounts.

Mountain 14, BC

First Contact: Automated machine. Chose operator.
Answering phone: Female.
SAM: Stated question.
Staff: Um, yes we do. I can put you through to reservations because they do all the booking and they can help you with more information. Transferred…
Answering phone: Female.
SAM: Restated question.
Staff: Um, well, ah, our resort has a lot of different locations, so where were you interested in having the party?
SAM: I’m not sure, that’s why I was calling. I’d like for the kids to do some of your summer activities if possible, but I wasn’t sure how it all worked.
Staff: OK, it’s not something we do specifically. We run the ski resort and we have a few bars in town. I mean, we, you could certainly organize a party and have it at one of our locations. But we don’t do party planning generally.
SAM: All right. So it would just be doing the activities on our own?
Staff: Exactly, yeah. What size group are you?
SAM: Probably about ten kids and a few adults. We’re not a big group, but I was just wondering if you offered any packages or anything.
Staff: Unfortunately not. We don’t really have anything like that.
SAM: OK. That’s fine. I was just looking at some of your kids’ activities so I guess we would pay for each separately?
Staff: Yeah, exactly. I mean there are, like, you can prepay for a pack of tickets for the adventure zone activities. You can prepay for three, five or ten packs of tickets or you can get five, ten or fifteen packs in person. So if you’re coming with ten kids you’re going to need quite a few of those because there’s a few different activities. So you could pre-book the ten or walk up and get the ten pack. It works out to about the same. (I’m confused…)
SAM: OK, that sounds good, thanks. Is there any option for me to bring a cake if possible. Can we do lunch somewhere in the village?
Staff: Yeah, I mean there are a few different restaurants. I’m trying to think of something that is kid-friendly. You could do X Bar and Grille. You know it is a bar at night, but it’s open to families during the day and they have a patio right next to the adventure zone for the kids.
SAM: Fantastic. OK, well I’ll keep a look out for that. Thanks.
Staff: Yeah for sure. Give us a call back if you have any other questions.

Rating: 7
Comment: Very patient with some good info. Minus two for no website mention. And minus one for confusing me.


Mountain 15, PA

First Contact: Automated machine. Chose operator.
Answering phone: Female.
SAM: Stated question.
Staff: Yes, we do! I’m going to go ahead and put you up to sales. And, ah, if you get a voicemail, leave your name and number and they’ll call you back. Transferred…
Answering phone: Female.
SAM: Restated question.
Staff: Um, we don’t actually have a package, but you could, if we have space available, could rent a room and do different activities and stuff.
SAM: Um, OK. What are the rooms like?
Staff: Well. it would be based on the date and what we have available and the amount of people. They’re meeting rooms that we also use for our banquet rooms and everything. How old is, how old is it? (“It”?!)
SAM: Ten.
Staff: We used to offer a birth...can you hold on a second I’m going to check on this package? Hold time: 1:30
Staff: Ma’am, what date are you interested in?
SAM: August 25.
Staff: Is that a Saturday or Sunday?
SAM: Saturday.
Staff: OK. I’m going to check with our activity staff because we did have a birthday party package that we offered and I’m just not positive if it’s still available and I’m not sure what it all includes so I want to touch base with them. Do you have a number I can reach you back on?
SAM: Well, I can hold. I’m leaving work soon so I just wanted to get some basic info and whether you host them.
Staff: Well, that’s what I need to find out because I haven’t got any confirmation on those packages and where the location of it is.
SAM: OK I guess.
Staff: How many children are you anticipating?
SAM: Ten. (Gave name and real cell number.)
Staff: Left a message with no additional information and told me to call back… I called back, but no answer. And no call back from her a day later.

Rating: 1
Comment: One person said yes, one person said no, but now I’m just confused with more questions.  
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