Guest Policies

Terms and Conditions

Reservations

Advanced reservations are preferred and required for most activities. We are limited in our capacities for several activities due to regulations set forth by the Department of Natural Resources. Other activities are limited based on our guest to guide ratios that we set forth to protect your experience and our natural resources. Early reservations and prompt payments are the best way to insure your preferred dates and accommodations. When booking an accommodation an activity is required during our peak season (May – October). Additional restrictions may apply depending on time of year.

Trip Ratings

As a trip organizer, it is important that you select a trip that is appropriate for your group’s age range, ability, experience and fitness level. Use our Trip Rating System to help you determine which trip is right for your group. If you or any members of your group are significantly overweight, have medical conditions that may hinder your ability to participate or are in poor physical condition, please seek professional medical advice about the Risks of Participation in whitewater rafting and other adventure activities. Participants must accept responsibility for these risks and agree to sign a liability waiver and release prior to participation. Anyone under the age of 18 must have a waiver and release of liability form signed by his or her parent/legal guardian prior to participation in any activity. Other age restrictions apply to each activity.

Pricing Policy

All prices are per person except when stated otherwise. Youth discounts apply for those 12 and under when accompanied by at least one family member paying regular price. Rates listed do not include applicable taxes or fees. Prices are subject to change without notice.

Trip Transfers

AOTG reserves the right to change the trip time for any adventure activity, river, river section, length of trip, boat size or number of guests per raft due to adverse or changing conditions or extremely high or low water. We also reserve the right to refuse participation of any guest for any activity who, in our judgment, is not physically or mentally capable of participating in the activity for which he or she has registered. Please pay attention to restrictions regarding weight, height or size for all activities. These restrictions are in place to protect you, not discriminate against you.

Inclement Weather

AOTG trips generally go out rain or shine. River activities (rafting, fishing, kayaking, etc) still go in the case of thunderstorms as well. We reserve the right to cancel or postpone your Adventure Activity including but not limited to TreeTops Ziplines Canopy Tour, Gravity Ziplines, Rock Climbing, and TimberTrek Adventure Park if we feel the weather will hinder safety.

Online Reservations

Our reservation staff will review each online reservation for accuracy. We will contact you in the event that adjustments to your itinerary need to be made.

Cancellation Protection and Procedures

Cancellations within 3 days of the start date or no-shows on the day of a trip will not be considered for any reimbursement. All cancellations must be made more than 30 days prior to the trip start date to be considered for reimbursement less a processing fee.

Trip Cancellation Protection (TCP)

Your trip is a big commitment so you can protect it with Trip Cancellation Protection. No one plans on cancelling a great vacation but this no-questions-asked protection helps to ensure that if an unforeseen event changes your plans, you get to keep your investment. Up to 3 days prior to your arrival, TCP entitles participants to cancel all or part of the trip and receive a full refund, less the TCP purchase price. Purchasing this option is only available at the time of booking.

Cancelation Policy

Payment Policies

To confirm a reservation, we require 10% deposit down upon booking. An additional 40% payment is required within 14 days of making a reservation. The full balance is due 30 days prior to the first day of activity or arrival date of lodging. No personal checks will be accepted when you are within 21 days prior to your trip date. Payment methods accepted will be cash, cashier’s check travelers check, money order, Visa, MasterCard, Discover and American Express. You will be required to sign a damage deposit form at check-in for all lodging options.

Tax Exempt Status

Tax exemptions apply to non-profit organizations participating as an organized group. The West Virginia Exemption Certificate must be completed and submitted prior to payment. Payments must be made through an organization check or credit card. Personal check, cash or personal credit card payments will not be accepted in order to maintain tax exempt status. Tax exempt status applies only to the 6% WV sales tax and does not include any resort fees, gratuities, or county lodging taxes.