I recently booked a Church youth group activity at this facility. This was not our first time, as the last time we did not have any issue at all. However this time around, it was extremely difficult to deal with the owner, as he was a complete idiot.
So I called the Gravity Climbing Gym two weeks in advance that we were coming as group of anywhere between 15-20 people. I requested for 5:00pm, but he told me it was booked already, and that the only available time would be 3:00pm, I was fine with this. On the day of our scheduled time, we arrived there with only 12 people, 8 less than expect. When i got there it seemed fishy, them seemed to want to rush us and get us all gear up, but i said to the guy at the desk, I'd like to know the total cost, he was hesitant to tell me. Then when i asked again, he said he had to charge me for the full 20 people because that's what we booked for. I told him I would rather pay the regular rate then the group rate if i had to pay for 20, he said it was unacceptable that I would talk to the owner.
When the owner arrived, Reid Monk, was his name, he was polite at first, but when I mention to him, that we didn't have the full 20 people, he began to get agitated. I tried to negotiate with him, and said that I don't mind paying for 3 extra people (totaled 15) but i didn't want to pay for 20 people. That was when he got angry, and flipped out at me telling me it's a life lesson for all those who canceled on me. He said this in a very rude manner, and began to yell, in front of all the other people there. I thought, what kind of owner is this, yelling at a customer in front of other customers. When I mention to him I would rather pay the $100 cancellation fee, he first said no, and that my people are already taking part in the session. I said no, they're not, they're just getting strapped in, and then I insisted I'd rather pay the cancellation fee than for the extra 8 people (would of cost $200 ore more) his tone change, he began to call us names, and telling me that we should leave.
So we left, I could not believe the kind of person he was, an owner of an establishment, yelling at paying customers, especially second time customers too. I wrote a complaint to the better business bureau of Hamilton, I really hope he's happy with his $100. Never will i step foot in it Gravity Climbing Gym again. For those looking to do rock climbing in Hamilton, there's a better place down the road in Burlington, it's worth the 20 minutes drive.