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Business Profile

Hotels

Branson Waterpark Hotel

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:05/12/2025

    Type:Facilities Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We booked almost a month in advance to stay at The Branson Waterpark Hotel for the sole purpose of the Bunk bed options to allow space for my family during our stay. I booked through the company's website and not a third party. I called on the day of our booking to notify that we will be a late check-in and was told that their hotel is closed but all reservations are being upheld at their sister location across the street. Since I was not notified and only discovered minutes before our 5-hour drive, I was not able to book elsewhere, and they told me that I would be charged for not cancelling before the 24 hours even though I had no idea of the condition or ratings of the sister Hotel (Bransinn). Given the newly remodeled pictures of the Branson Waterpark Hotel, we assumed it would still be a nice location. We showed up at 10 p.m. which was too late to go elsewhere last minute. I have a family of 5 that was put in a double queen in a tiny room. The floorboards were separated and curled in our room, there were broken, and half missing plate covers on the outlets. There was peeling paint, damaged trim and windows throughout the hotel and a large hole in the hallway ceiling where the drywall was missing with no caution signs. We were very disappointed with the bait and switch this company did to our family. We booked this nice family friendly hotel and were put across the street in a major downgrade for the same cost. I was consistently told that it was out of their hands and to contact corporate and have yet to receive a response. I found another family of 8 at the time of our stay that the same thing happened too. As I booked through the hotel's website almost a month in advance they had plenty of time to contact me and allow me to cancel and make other arrangements that could better accommodate my family. I feel scammed as I would have never booked their sister hotel due to its condition.

Branson Waterpark Hotel is NOT a BBB Accredited Business.

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