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FREQUENTLY ASKED QUESTIONS

How can I check pricing and availability?

Choose your trip of choice and using the calendar widget, you can check the dates and pricing. If you don't see your date highlighted/you are unable to select a date, that means we have no availability on that day.

How do I book a trip?

The best way to book is online. We can take reservations over the phone but you'll have to catch us while we are in the office, leave a voicemail and we will give you a callback for payment.

Once your trip is paid for, you will receive a confirmation email with all of the details of your trip, including where, when, and whom to meet. It will also have a shareable link to our Acknowledgement of Risk form for any other members of your party to complete.

What is your cancellation policy?

Please see our policies page for the full rundown, but the short of it is:

  • Full payment is due 30 days in advance for all trips and courses, and 60 days for Teen Rock Camp (see below).

  • Less than 30 days your payment is non-refundable. You may transfer to another date but there is a 25% fee.

  • If you cancel your trip on the day of your trip, or if you fail to appear, no refund will be granted.

  • No refunds will be issued once a trip has started. 

  • All trips/courses canceled by NRMG will be 100% refundable.

  • If we do not meet the minimum enrollment for group courses or programs, we will cancel the course and issue you a full refund.

We strongly recommend purchasing trip insurance to help mitigate your financial risk in case an unexpected life event prevents you from attending or completing your scheduled trip or course. Forbes has a great trip insurance search tool for finding the right option for your situation. 

What happens if it rains or the forecast calls for rain on the day of my trip?

Our forecast is often unpredictable and contradictory to the forecast provided by weather apps, so we always advise you to arrive at your scheduled date and time so we can better assess the situation in real time. Your guide knows all of the protected areas and which ones dry out quickly after a shower so we ask you to put your trust in their decisions. If you are flexible, we can also reschedule you for another time, delay the start of your trip, or give you credit for a future date. Please see our cancelation policy above for more info on this.

The date I want to book isn't available on the calendar. What gives?

Be sure to check out the Demand VIP Booking Page. We reserve a few dates for people who are making last-minute plans. If you don't see any dates there either, this means we don't have any guides available for that day. Please select another day with open availability.

It won't let me book more than X number of people and my group size is larger than that.

Again this means we don't have enough staff available for your group size. Please select another day with open availability. If you are a group organizer for a school, club, business, or other organization, contact us directly about arranging a group trip.

How do I reschedule my trip?

Trips can be rescheduled at your convenience by clicking the "Reschedule" link in your confirmation email. You'll be able to view and see all available dates, choose what works for you, and then make the changes to your itinerary. 

Can I add people to my existing reservation?

It depends. As long as your group size doesn't exceed 4 people, we can easily add additional climbers to your group. If your group size exceeds our mandated 4:1 ratio by the National Park Service, another guide must be available to accommodate extra climbers. Please email us to check availability.

When is your operational season?

  • February, March, and October: Limited availability. 

  • April through September: Our main climbing season with abundant instructors available.

  • November through January: No availability.

How far in advance should I book?

All reservations must be made a minimum of 24 hours in advance of the trip date. We recommend 14-30 days to guarantee your desired date. The sooner you book, the better your chances of securing your preferred date and time are.

Do you accept walk-ins?

No. In consideration of our instructor's time and schedules, we do not take last-minute or walk-in reservations. All trips must be booked at least 48 hours in advance.

What is included in the pricing?

You'll be assigned your personal AMGA Certified Single Pitch Instructor, and all technical climbing equipment including ropes, hardware, harnesses, helmets, and climbing shoes.

What is NOT included in the pricing?

Guide gratuities, transportation, snacks/meals/beverages are not included. The one notable exception is our Teen Rock Camp program.

Are gratuities included?

No. Tips are a great way to show your appreciation for a job well done. The amount is up to you, but a guideline is between 15-20% of your trip cost. Please arrange payment with your instructor, many accept PayPal/Venmo in addition to cold hard cash.

What time do the trips start/end?

Full Day (8 hours) runs from 8:30 am - 4:30 pm

Half Day AM (4 hours) runs from 8:30 am - 12:30 pm

Half Day PM (4 hours) runs from 1:30 pm - 5:30 pm

Early and late-season trip start times will vary. The listing will indicate the start and finish times.

Can I buy a gift card?

Yes! BUY GIFT CARD NOW. You can choose any amount in $25 increments. After you purchase, the gift card, the gift card recipient will receive an email with the redemption code, a message from the buyer (you), and the expiration date. The gift card buyer will receive an email receipt as well. The recipient will be able to apply the redemption code for a date and trip length of their choice, whenever they are ready to book their trip.

Will there be other people on our trip?

No. Your trip is your trip. It will be just you (and the other members of your party if applicable) on your trip. The exceptions are Warrior's Way Trainings, Teen Rock Camp, and Group Courses. 

Which trip is best for you?

A Half-Day trip is perfect for those who are newer to climbing and have little to no previous experience. In 4 hours, your instructor will teach you everything you need to know to experience climbing outdoors in the New River Gorge National Park.  

If you're more experienced or have specific learning goals you're trying to work towards, the Full Day (8 hours) or a Multi-Day trip would be best for you.

What is the instructor-to-guest ratio?

Our NPS permit requires that we provide 1 instructor for every 4 people. If your group size is 5-8 people, we will provide 2 instructors, if it's 9-12 people, we will provide 3 instructors.

Is there a group size limitation?

Yes. The maximum number of people you can book at one time is 12 people. If your group is larger than 12, please send us an email, and we can assist with booking your larger group, subject to instructor availability.

Where do we meet?

Unless otherwise arranged, on the back patio or at the coffee bar of the climbing store:
 

Water Stone Outdoors. 
101 E Wiseman Avenue,
Fayetteville, WV 25840

Is transportation provided?

No. You will follow your instructor in your vehicle to the trailhead. Average drive times range from 10-20 minutes. The only exception is that we provide transportation during our Teen Rock Camp programs.

Is there an age limit?

Not really. Younger climbers are limited by their attention spans and physical size. Older climbers are only limited by their enthusiasm and willingness to get outside their comfort zone.

Is there a weight limit?

Not specifically, but folks whose waist size exceeds the maximum size range of the climbing harness may be affected. Because all bodies are shaped and the weight distribution is different for each person, the harness accommodates that by design with an integrated waist and chest harness. This meets both ANSI and OSHA standards and we require this type of harness for your participation with safety and comfort in mind.

 

Is all the gear included?

Yes. We have climbing equipment for all ages and sizes and it's included in the price of your booked trip. Of course, if you are signed up for a course or have your equipment, you are welcome to use it and your instructor will determine if it's acceptable. 

Can I rent gear without booking a trip/hiring an instructor?

Sorry Charlie, no dice. But...Water Stone Outdoors rents climbing shoes and crash pads. No one will rent a harness, ropes or other hardware due to the liability involved with this. 

Where will we climb?

Your guide will choose a climbing location based on your experience, goals, group size, time frame, and weather conditions on the day of your trip. Rest assured you will be able to experience the best that the New River Gorge area has to offer in terms of world-class climbing. If you have a specific route or location in mind, please let your instructor know so they can plan accordingly.

Can my friend or family member come along to watch?
It depends. It presents a few challenges that will limit your instructor's ability to provide you with a quality experience. However, if that person is dropping you off and picking you up that can be arranged. Keep in mind, that we cannot exceed a 1:4 ratio.

May I bring my dog/pet?

We are dog people, but unfortunately, our insurance policy doesn't allow companion animals to be present. Service dogs are another story. Please let us know so that we can adjust accordingly. If you need to board your pet during your trip, check out Barks & Boops Boarding.

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