Very disappointing customer service.

I completed a group booking application, which stated I would receive a callback within two days. After hearing nothing, I called to follow up and was told someone would call me back. Once again, I never received a call.

I also sent an email regarding my booking application and received no response whatsoever.

As someone trying to organise a group, clear and timely communication is essential. Unfortunately, the complete lack of follow-up made the booking process frustrating and left me with little confidence in the service. I hope they improve their communication with future customers.

The closest parking is Swains Picnic Area carpark. The signs for Treetops will take you to the overflow carpark instead.

The staff Zac and Tom were amazing. They were warm, approachable, and quick and skilled to assist when climbers got stuck.

The age range for the junior courses says 3-7 but I would recommend not to take 3-4yos unless they are very confident by themselves. Adults are not allowed on the junior courses. The courses take the climbers away from the spectator boundary where parents can go, so at times they are pretty far away - barely within sight, due to all the trees. Safety-wise however they are perfectly safe and there is really no risk of serious injury.

Not much sun gets through the trees, so expect it to be a bit colder than average.

I absolutely loved our visit, and the staff were incredibly helpful with my son, who is on the spectrum. With their guidance, he was able to overcome his fears and felt safe throughout the experience.
That said, I do think the initial training could be improved. While we were given verbal instructions, there weren’t many staff members nearby to guide us properly on the practice ropes. I realised later that I wasn’t holding the zipline correctly, as my gloves got stuck twice. When a staff member came over, they helped me release safely and showed me the correct technique, which I really appreciated.
Overall, I’m very grateful for the experience. It was thrilling, a little scary, and full of adrenaline—we loved every moment of it. Thank you for allowing my 8-year-old to switch to the junior ropes when he felt too scared on Level 1. He was so proud to complete Level 2 on the junior course. When he got stuck on the zipline, a staff member quickly helped him, which meant a lot and boosted his confidence.
Thank you for making my boys feel safe, cared for, and giving them a truly memorable adventure beyond their usual world of games.

The tree climbing experience was fun, but serious safety issues when 4- 5 watermelon sized Bunya pine cones dropped from the top of the canopy - down over 10 metres to the ropes course smashing onto the course equipment and then dropping another 20mtres to the ground. They were 5- 10 kilos each, and in my opinion could kill someone on the course or below. I advised staff who said they would pass on the details, then another staff member said they had already and nothing was done. I would not be booking here at the moment .

We visited Treetops Adventure The Hills this morning (11:00am–1:30pm, 11 Jan 26) and had a fantastic experience.

My eldest is 7 and a little cautious with heights, but she really wanted to challenge herself and have fun with her friends on the high ropes. She attempted the Junior Course Level 2 and got stuck. One of the staff members (name possibly Clare — I wasn’t able to confirm as she was on break when we left, and her colleague wasn’t entirely sure either. Photo attached), came over to help and guided my daughter through the obstacle with calm, clear coaching. When they completed the round together, she genuinely encouraged my daughter and helped her feel proud of what she’d done.

Later, my daughter decided to try Level 2 again. She got stuck at the last part (the flying fox). She noticed straight away, explained how the gear keeps her safe, and patiently encouraged her to step just outside her comfort zone. Even though my daughter still needed a hand to finish that section, she stayed positive and focused on what my daughter did well. After that, my daughter surprised us by wanting to try Level 2 again, this time on her own without her friends. She was noticeably braver and finally completed it independently. That confidence boost was priceless.

I really want to credit Clare’s patience and coaching skills. I used to be a high ropes instructor overseas, and I could see she has excellent judgement and a great approach: letting participants choose their level of challenge, supporting them without pressure, and prioritising their experience over simply “getting the job done”. Thank you!

Also a huge shout-out to Tara (photo attached). My younger child (3.5 years old) had his first high ropes experience on the same Level 2 course (his height was just right), and he froze halfway through. Tara coached him patiently from the start point, and when needed, she proactively stepped in to walk the course with him while guiding and encouraging him. In the end, he did the flying fox by himself, and you could see how proud he was. Tara’s patience and coaching were outstanding.

We’re very grateful to both staff members for making our kids feel safe, supported, and brave. Highly recommend Treetop The Hills, especially for families.

The execution used to be good but the experience this time was disappointing. If you are understaffed during peak holiday season are a few suggestions to speed things up:
1. Limit the number of bookings. It felt overcrowded. At a time there were 8 kids on platform when it is supposed to hold 3 and the staff wasn't looking
2. Let parents help and harness the kids . It was allowed every single time before.
3. Instruct the kids together not one at a time not one kid at a time and 5 on the obstacle which is supposed to have 1.
4. Let parents help kids to start the obstacle course. They were allowed till the platform until last time, so why not now. The staff harnessing the kids was distracted every second as soon as a kid went to start the obstacle course, because obviously they were trying to do multiple things at a time: harness kids starting the session, kids starting to start a obstacle course and kids stuck on the course.
The kids were just standing and waiting 90 percent of the time.
At the western Sydney one we were always told that they expect parents to help kids where possible so why change thing here when it was same before

Had such a fun day at Treetops Castle Hill with my 8-year-old! It was the perfect way for both of us to get out of our comfort zones and try something new together. The courses were exciting, challenging, and really well run. The staff were fantastic, but Chris absolutely stood out he engages with kids so well, is amazingly patient, caring, and genuinely makes them feel confident and safe. You can tell he loves working with little ones. He made the whole experience even better. Highly recommend for a fun, memorable family day out!

Fantastic courses, with enough variety for the 2.5 hour session. A range of difficulty levels available, for 3 year olds right up to advanced adult level.

The staff were polite and supportive, and quick to assist if needed.

Parking is a 10 min bush walk away, so make sure to wear appropriate shoes, regardless of whether you plan on climbing. Overall great fun!

PSA to adults supervising juniors: YOU CANNOT CLIMB. This is a different policy to what St Ives had last year, where I was able to climb with my 5 year old at the time. Save yourself from having to get credited back an adult's climbing fee that you have only 6 months to use and only at the same location(?!). No refunds: it's the policy. By not climbing, you will also be able to take your phone with you and take pictures. This is something they don't (but should) mention at reception. Also, don't dare voice any kind of unhappiness to the manager, who will remind you that their staff (but not their customers, apparently) are human beings.

Exciting Exciting place, has 3 different difficulty level paths to explore. But the pity is we can't bring out photographic device and no pictures to show.

Hills tree top It was really great experience with Kids,
Preferred to get my own helmet as helmet smells really bad .
It was great fun with kid

Visiting from melbourne. First time doing this. My body was in so much pain the next day. I enjoy it so much thou! We got the bus to get there, was a bit far to walk to receptions, my kids got so tired from walking to get there 😅
I would get back next time get an uber.

The course is great, flows really nicely and it is safe and a lot of fun. Most staff, and I would lean towards those at the registration desk have the lowest level of customer service I've experienced. Very disappointing for what would otherwise be a great day out.

This one is great and fun. However the customer service is very bad, we booked online and still waste half hour to queue and only one Customer service there.

Great experience Great time had by all, my daughter and friends went for her 16th birthday. The courses were challenging but totally safe giving those not so confident the opportunity to give it a go. My husband also participated (56) and had a ball.

We have just returned from Tree Tops at Pennant Hills. The setting is wonderful. We took our 5 year old and 6 year old grandsons. We felt that our instructor, Jake, tried his best but was committed to other age groups. There were not enough staff available. The supervision of this age group was inadequate and grandparents /parents could not assist the kids. An instructor dedicated to this group would be more appropriate. Our grandsons were dispirited and turned off this adventure. Sadly, we left just after a huge school group arrived not having had our full time. We were disappointed in the experience. I feel that as the junior course is for children as young as 3, there should be more staff to assist them.

Enjoyment, playfulness, and laughter. We had an amazing time at Tree Tops! I went with my child and some friends, and we all really enjoyed ourselves. The activities were fun and engaging for both kids and adults. It was a great way to spend quality time together outdoors. Highly recommend for a fun family day out!

A great place to let the adrenaline rush in & challenge yourself. Staff are friendly & supportive. We have been going there for a few years & always found it fun & of course exhausting.

It was nice and great experience. And today is my second time with my friend and 4 kids with me to do the adventure. And im telling you guys that I just booked for 20 packs for my son birthday celebration next month.

Great place for a thrilling adventure The staff cared a lot about our safety - gave us very instructional guides on how to use their up-high equipment. Courses were graded and were quite fun and took a lot of nerves. They required a lot of energy. People who are not that sporty or have a fear of heights might not have the best experience.

We recently visited Treetops Adventure The Hills and had a fantastic experience with our 4 year old! The staff were incredibly friendly and helpful, making the entire process smooth and enjoyable. The setting in the Cumberland State Forest is absolutely stunning, offering a beautiful backdrop for the adventure.

However, it’s important to note that the area is not pram-friendly due to the steep terrain and numerous stairs, so plan accordingly if you have little ones. The directional signage could also be improved to avoid any confusion, as it can be tricky to find your way around from the Treetops Additional car park. It’s best to follow signs to the PlantsPlus Nursery or Cafe and go from there.

I recommend arriving at least 30 minutes before your scheduled climbing session to ensure you have enough time to get from reception to the climbing area without feeling rushed, especially with kids.

Overall, it was a wonderful day out in nature, and I’d definitely recommend Treetops Adventure The Hills for a fun and challenging experience. Just be prepared for a bit of a walk!

It was amazing to go burn some calories and have a blast. I was the only person that day and my guide was very encouraging. I did the tree top couple of times till I was sweaty and panting.

We went with our friends had challenging and fun, friendly staff, they provide briefing session before we start. Had a Great experience.

We were there for a birthday party and all the kids had a great time! I would suggest more staff to help smaller kids, though! It is very high up, so great for kids without fear or with an adult, but a little frightening for little ones and not enough staff up high to assist juniors/beginners. Our child loved it, it was loads of fun and we will be back!

We went to celebrate our son’s 9th birthday. He wasn’t keen and kept insisting that he was scared of heights. But the instructor was really friendly, won our child’s trust and helped us get through the first few challenges. Our child went on to complete two levels on his own and came out a happy and confident birthday boy. Thanks for a memorable experience. Highly recommend if you want to have quality family time.

Exhausting, very physical, but thoroughly enjoyable experience, and all the staff were smiling, helpful and friendly. Excellent equipment and safety systems, felt well managed and well looked after.

Exciting and enjoyable experience at the top of beautiful trees! Interesting elements dotted with zip lines. We only managed to do two of the 3 (technically 4, Red had two difficulties) lines but we went a total of 5 rounds!

We will definitely be back when my girl grows taller and can manage the red lines! ????

They have good service and you might get stuck in various obstacles and they are here to help. They also have a introduction as well as a guide on how to play the game. The obstacles were challenging and interesting! Beginner is recommended for visitors that just started but if you have played before, you should try out intermediate. The advanced one and the intermediate one has a huge difference on difficulty as the advanced one requires 10+ years. This place definitely worths a visit.

We took our staff this year for our Xmas Party and they all loved it! It was a great challenge and everyone could do whatever level they felt comfy with. Staff at Treetops are awesome and super helpful (and encouraging!) and this is the best treetops location I've been to so far (5th time!)

This place was amazing!! Unfortunately one of our group hurt themselves at the end of a zip line, bumped her leg on the platform, and she was unable to continue on the rope course. The expert crew came to the rescue swiftly and without fuss winching her to safety.

Lots of challenges on the juniors course. My kids had a great time and enjoyed the challenges. For some kids who are likely to need more support from parents you are better of attending the st Ives or Central Coast treetops as you can provide more parental support and be closer to children if they need help. The hills is a great treetops location but parental support to children on the course is very limited and the course is higher up.

Suitable for all levels and age groups. Friendly staff and wonderful cafe and nursery in the park too. Highly recommend.

Stunning experience for the whole family. I booked with my two kids and probably did the medium hard trail 5 times and still wanted to do more. Kids were a bit nervous in the first attempt but got so used to it in the consecutive attempts and completed the full trip much quicker. The trails are labeled as yellow - 3 to 7 years, green - 8+ and blue 8+ and red 10+. For kids 8+ an adult is mandatory to accompany. Overall and fabulous experience that shouldn't be missed.

The Hills Treetops was definitely the best of the bunch around Sydney. We went in the school holidays and the timeslots mean practically no waiting. Best for kids over 10 as they can use all courses, however great for the smaller kids too.

Its just the way the whole thing was setup. Terrifying stuff at first, but then well worth trying and conquering my fears. Loved it.
I would recommend this very highly if you have kids and want to enjoy quality time, adventure and generally have fun. At only fifty dollars per person, and with unlimited trips allowed ( within the block booked) it sure is great bang for the buck too.

Its just the way the whole thing was setup. Terrifying stuff at first, but then well worth trying and conquering my fears. Loved it.
I would recommend this very highly if you have kids and want to enjoy quality time, adventure and generally have fun. At only fifty dollars per person, and with unlimited trips allowed ( within the block booked) it sure is great bang for the buck too.

The whole experience was so much fun and exceeded my expectations. Suitable for the whole family. The staff were lovely and very helpful.

We went to Pennant Hills tree tops on Sunday the 20th of Aug at 10am. The staff was very unreasonable and unprofessional. We booked in advance but were told that we couldn’t do the course because they had overbooked. On the phone they said the ages were fine but when we got there they said we needed to either add one more adult and have one kid miss out or no one goes on. We wasted our morning and couldn’t even get a refund, only credit. She said the credit will be only processed later after noon . I don’t recommend and would give 0 stars if I could.

Big thanks to the Treetops team. Everything was at the highest level: the team helped all the children. The boys were delighted! We are celebrating our son's birthday here for the second time! Lots of picnic spots and a big area to play. All instructors are polite, organized and masters of their craft! The new climbing system is more comfortable and the newly built area for easier climbing for the start, the kids loved it!

Great place, fun activities and lots of seating place for relaxing. Staff are extremely friendly and helpful but there are only 3 toilet cubicles in the main area for a place that gets it used so much.

The course itself is great however getting there was an adventure in itself and not one that I wanted. The signs leading to the place are so convoluted and unclear in their directions (you should actual follow signs for the nursery). Google maps leads you to the site of the actual course but you have to go 1km into the park to actually find the bloody reception (or secret hideout as it seems to be designed to be). Even after checking in the track to the treetop course was just as hard to find. The girl directed me to the top of the road but the entrance was actually to the side, half way up, behind a picnic table and partially hidden by a tree! PLEASE IMPROVE YOUR SIGNS and make sure everyone receives the email with the map you supposedly supply no matter how they book.

We felt challenged while having so much fun. The girls helping were very nice and patient. We got over our fear of heights and my kids all rated it a 10/10 day.

There are several courses for all ages 3+. We have even seen a woman in her 70s climbing with her grandson.
They recently upgraded the equipment. There is a toilet near the entrance which was clean when we arrived in the morning.
Weekends get pretty packed but still ok to go. Parents can't really help out because it's high up and you can't enter the area underneath. It's best to take a bunch of kids so they can help each other. The instructors climb up to help but takes longer than kids helping each other. If you have a 3 year old I'd recommend starting at st Yves where you can help them from the ground. My 3yo was ok starting off in this one though.
The instructors are all super friendly and helpful.
There are a few car parks in the park. If you park at the entrance of the park you'd walk about 10min on the narrow road to the reception plus another 5min to the actual entrance. Not recommended unless you've got time to spare. There is a cafe at the car park with clean toilets, soap, paper towels etc.
If the kids aren't tired after this, take them for a hike.

Loads of fun, informative instructors, plenty of harder courses for a more challenging day. There are also several shorter easier courses for younger kids fun. The confidence boost is incredible with just the right amount of fear mixed with adrenalin. Will happily return and highly recommend for all ages looking for some good outdoor fun.

I just want to start by saying I have never reviewed anything before nor have I ever felt the need to do so until today because of what I witnessed from another patron.

You guys are amazing, we came for a climb today and everything from the lady in the reception booth who was so kind and helpful despite us being a little late to the service we received from Ryan, Hannah and the long hair girl who seemed to be running the courses was amazing.

Your starting instructions are clear without making us wait ages and the speed at which your staff got us into our harnesses whilst simultaneously engaging myself and the kids in conversation really helped show what an amazing service you guys have. Even whilst focusing so clearly on safety there was constant smiles, jokes and care given towards me and my family.

On the courses when my kids started to struggle we immediately had staff start talking to us and she helped my daughter overcome her fear of heights just by talking to us from the ground which was amazing and something I couldn't do even standing right next to her. When finally her courage gave out again Hannah was right there to help her complete the courses and at no point did my daughter feel like she had failed she jumped straight back up onto the courses to go again and again and again until finally our time was almost up but your amazing staff offered to let her go one last time to really cement in her "best day of the holidays ever". I can not thank you our your staff enough for today and we will certainly be taking up the suggestions of the manager we spoke to after our climb to try out your West Sydney and Central Coast parks which I am absolutely confident will be amazing experiences.

But the reason why I am going out of my way to write a review I normally would not do. I went down to the reception booth around 3pm to talk to the manager because I wanted to thank him for how amazing our experience was especially as we had woken up thinking we were not going to have a good time because of the weather. I got to the reception to find a lady being horrible to the same girl who had been so kind to us and to our group. The dispute was over the rain and because the girl didn't have a rain jacket to give her and this lady was absolutely horrible to her. Demanding to talk to her manager who readily appeared to assist his staff member. I have to say this was almost final deal on me writing this review it is so rare to see a manager stand up for their staff and I can see now why his staff were so good all day they really do work as a team less as employees and employers. The manager remained calm and composed while he explained to the lady that the do not have rain jackets they can give out but offered her his umbrella instead and assured her the kids would be safe. Speaking as a parent who had just climbed not only were the kids going to be safe but they were about to have an amazing time it was barely sprinkling as well and once you are climbing speaking as an adult you don't notice either.

The lady immediately threatened the manager saying she was going to call his bosses and was going to get him into to trouble unless he refunded her on the spot. He was polite, told her the same thing that his staff had and informed her that he was unable to refund her due to their refund policy. Upon hearing this she switched her strategy to one that almost made me intervene and is the sole reason I am writing this review. She told him "I am going to leave a bad google review. You can either refund me or I will also call your manager" God-bless him he did not abandon his staff. He politely told her he would not be refunding her but was happy to help in any other way. She then told him it was pouring down with rain and that was what she was going to tell his boss and write that in the review. It was sprinkling. Highlight of the argument was when she shouted "Am I crazy" and stood staring at the sky As my family agreed at dinner. Yes.

Well done to everyone who helped us today and I hope this review cancels out hers.
- Phil

Cool fun place. Booked through red balloon but there is a lag and you may not get the availability you requested (frustrating, especially if trying to book for multiple kids with and without vouchers). Ie website says 1230pm available and you book through red balloon and don't hear back til next day and it's sold out.

The first girl who hosted our party of 4 kids (3-7) gave them the intro run and then she left them on the "easy" course. Let me say, this is not "easy" for a 3/4 year old who never has done it. It says "parental supervision" but parents are NOT allowed to come near or hold their hand. The first few bridges were so high and shaky compared to the intro course. I was shocked no guide was there to help them. This first girl pretty much left them for 10 min while the kids froze, didn't want to move, and blocked up the people behind them waiting. They had to reverse everyone and bring them back to the ground (how embarrassing).

Finally this first girl clearly did not want to be there, left because she needed "water" and never came back. Thankfully a new girl,Tessa, came and she was more than happy to take the kids out and hold their hands and help them through the course. If not for her, the day would've been wasted. Thank you Tessa for stepping up when clearly someone else did not want to help the poor kids.

So if you have a 3-4 year old, you really need a guide to help them get over their fears and step over the rope bridges and zip line across. Really surprised the first girl left the 4 newbie kids to their own.

WOW! What a fantastic few hours we spent here. Something for everyone, Treetops caters for all ages and needs. They even run school sport during the week. Our experience today from start to finish with RACHEL was outstanding! She made the safety briefing fun and was patient and took care of us if we needed any help out on the course. Huge shout out to Rachel & Tobias! Great team effort you two. The courses were so much fun and a work out. Gloves are provided but we brought our own. Harness and helmet are provided and sanitised before and after use. Light rain, drizzle didn't stop us. Toilets close by and bring your own water bottle up. Thanks for a fantastic experience Treetops Adventure The Hills 5/5 stars from me! Thanks Team. Loved it.

Highly recommended for kids and adults of all ages. The staff were super friendly and helpful. And the course was AMAZING. Not for the faint-hearted ... but as long as none of you are scared of heights, you will love this experience. It was the most fun I've had in years! I couldn't stop smiling for days.

Had an awesome day! a totally fun thing to do with a group of friends! It was a challenge both physically AND mentally! with lots of laughs (and a few screams) along the way! lol cant wait to come back and do it all again..! :)

to get 5 stars the signage where the actual tree top course is should be better.
if your going it’s behind the big green wall on the right on the way in. but you need to pay and register at the reception desk. can park here if it’s quiet or else you need to park down the bottom and walk to the reception. about a 5 minute walk.
the treetop course is very safe and not to hard for a beginner. the expert (black) course is well worth it if you can get up the ladder!!
very good staff and helpful.
i did it in the rain and it was even more fun!!!

A brilliant family friend fun adventure. As close to the forest moon of Endor as your likely to get. Ages 3 and up.
However signage is lacking and can be confusing to locate

My 5 year old loved it. My five year old had a blast. Stayed until the very last minute of our allocated time (even though we started 30 minutes early) and wanted more. Went through each course three times; it looked like a good balance between challenging and fun. Fell a few times, got rescued by a staff member within a minute or two, that's how it goes

My husband and 3 children (15, 13, and 10 years) completed the treetops adventure at the Hills today. Staff were exceptional....friendly, vigilant, patient, understanding and helpful. My whole family had an amazing afternoon. Great way to build skills, resilience, and confidence. Super proud of the kids and working through their fear and nervousness to finish the courses. Highly recommended A+++

Don’t visit We didn’t have a good experience. Very rude and aggressive people. Won’t be visiting again. Waste of time and money!

I am quite impressed with the setup and challenges of the treetop at hills. Kids were having fun and excited throughout the session.
Limited seat on site so prepare to stand while waiting. Another advise is to buy your coffee before you walk to the tlstarting point, at least you can have a cuppa while waiting :)

Waste of time We had a horrible experience at Treetops. We were stuck behind two people who froze with fear and wouldn’t move. A staff member climbed up to manage them. Instead of letting us past the frozen people, we were forced to stand up in the trees for an hour. They eventually installed a special rope to lower the frozen people down.
WHY weren’t we allowed past the frozen people? Or why werent they lowered straight to the ground. A complete waste of an afternoon

Safety issues and lack of staff. We were in a group of 3 families with 5 children aged between 3-6 (who participated in the tree top adventure).

Two of the children experienced high impact collisions on the children's yellow flying fox. The flying fox was not supervised by staff. As my children had just landed, a larger child had commenced his decent. This placed strain on the cabling pulling my daughter airborne and backwards and thus colliding with the larger child near the landing point. A similar event was also experience by other child in our group.

A staff member, who assisted in my daughter's case remarked " There are days when this doesn't happen at all". I was quite distressed by that remark which implies in my mind that his occurs on a regularly basis.

After the event, we noticed the flying fox continued not to by supervised by a member of staff.

Before leaving the facility, I spoke to the reception staff who did not see the incident. She stated that the staff was too busy to supervise all components of the course. She also remarked that a comprehensive safety talk prior to commencing the course is undertaken. I feel that it is a stretch to presume that children under the age of 10 can foresee all the safely issues that can occur on such a complex course after a 10 minute talk.

In conclusion, it was clear that there is a lack of staff on the course. This is most apparent during the switch of sessions when staff are assisting children in the previous group to remove their harasses and helping the new arrivals get introduced to the course.

Safety is an extremely important matter. I do not want to see a serious injury to occur in the future. I think there is a lack of supervision, especially around the flying -fox and at the transitions of sessions.

I also feel that the course is not suitable for children under the age of 5. However, when staff was available, they were very attentive to our 3 year old daughter.

The Hills Staff doing terrific jobs with controlling noise levels and keeping everyone safe The courses on this site is way higher from ground than the site at Abbotsbury. Our 6yrs old could complete all levels at Abbotsbury but only able to complete the Yellow level here. Today being a public holiday, felt abit chaotic like they are running two sessions at the same time. Kids doing their rounds of levels whilst Treetop Staff running training with the next group. Got to shout out to all staff on site here they are all doing terrific jobs with controlling noise levels and keeping everyone safe.

Awesome experience! I went on the spur of moment last week, with a friend and our 13 year old boys. Had a fantastic time up during the courses.

My son was scared of heights and was reluctant to go further couple of times but some staff or the other was always available to reassure him. They were friendly, helpful and always calm. You guys rock!
We'll be back again soon