Bromont Water Park – All You Need to Know BEFORE You Go

I have had waterpark passes for a few years now and have never had a problem at the park. I go with a group of other mothers and they’re children, I myself personally purchased 8 passes this year, within our group we have 25 passes. a few weeks ago we decided to take the chair lift that is used to get guests up to the dry slides, hiking trails and biking trails to see the view. I am not a skier and have not been up there before but had watched unattended children use the lift constantly over the summer so didn’t think anything of it. I had 7 year old kids who were in my care on the lift in front of my without an adult and I was on a chair with my 7 year old son and 3 year old daughter. Well. I came as a huge surprise that the lift is 80 feet off the ground in some places passing over rocks and bolders and there are no safety restraints of adult supervision required OR any indication at the bottom of the hill of what you are sending you child on. By the time we got to the top of the mountain my son was in complete hysterics he was so terrified. He almost vomited he was so frightened. And we couldn’t get off half way up because the dry slide was closed. When we got off we talked to one of the guys who worked the lifts and asked how else we could get down and he said there was no other way that to walk. Please keep in mind I’m in flip flops and carrying a 3 year old baby. The other members of our group pleased with him as well that there must be security or someone who could help us in a buggy, he refused to even call a supervisor to ask. After several attempts to solicit help from him he was CLEARLY annoyed with us and not even trying to hide it – he said that my son was old enough, he should just get on the lift and deal with it. When we tried speaking to the other man at the lift he handed me a map and told me it was about 3.5 km down to the bottom and would take an hour. At that point it was clear we weren’t going to get any help getting down so my friend asked if she could at least take the baby with her so I wouldn’t have to carry her down and he adamantly refused that as well citing the ‘3 person per chair – and there were 9 in the group going back down so no go. So I asked him point blank ” Just so I’m clear – you are telling me that there is absolutely no way to help a mother with a terrified 7 year old and a 3 year old baby off the top of the mountain other than to make them walk in flip flops for an hour on a rocky trail carying a baby”. And he said “No sorry” and went and sat down. When I finally got to the bottom I tried to make a complaint but was told it wasn’t that person’s department. By that time the park was closing so when I came back the next time I went to customer service and was told that it never should have happened and to send an email to an address they provided me detailing the entire incident, time, date etc. So I spent a good 20 minutes writing this email and to date after re-sending THREE times have received ABSOLUTELY NOTHING in reply other that 3 replies that they were confirming receipt of my email. I even went back to customer service again after that and was told to write another email. So basically us as a group who purchase approximately 25 passes a year plus visit 3-4 times a week and buy food and ice cream, goggles etc and probably spend a few thousand dollars there every summer were completely refused – and very rudely – I might add the one and only time we needed help and to add to it in 3 weeks can’t even be bothered to reply to multiple emails regarding the matter. Customer Service at it’s finest.