Complaints

This profile includes complaints for Cowabunga Bay's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cowabunga Bay

  900 W Galleria Dr Henderson, NV 89011-4806

• 

  Cowabunga Bay

  7055 S Fort Apache Rd Las Vegas, NV 89148-6757

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.

• Initial Complaint

  Date:06/24/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 visited park on June 21st and were disgusted and rides were closed also. We brought family to park and rented a cabana. The cabana pictures online are not the same cabana we were put in, the lazy river was filthy, there was a dirty mop and used gloves in the kids cove area. The waterfalls were not running. The cabana we had smelled like sewer the whole time. I am requesting a partial refund.

  Business Response

  Date: 07/01/2025

  Please see my attached letter and let me know if you need anything else from us :)

  Customer Answer

  Date: 07/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23511461, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Sara Meixner

• Initial Complaint

  Date:08/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I am writing to file a complaint against Cowabunga Bay located in Henderson, ******. On August 4, 2024, I was charged $154.94 for services, as we were using Cabana 19.On August 5, 2024, I contacted Cowabunga Bay customer service and was informed that a tip was included in this charge, which I did not authorize. Despite my attempts to resolve this matter directly with Cowabunga Bay, I have not received a satisfactory resolution.I am requesting an investigation into this unauthorized charge and the conduct of the employee who processed my card. This situation has been both frustrating and concerning, and I seek the BBBs assistance in resolving this matter.Thank you for your attention to this issue.

  Customer Answer

  Date: 08/07/2024

  While I have received a refund for the amount charged, the issue of an unauthorized tip being added to my bill without my consent has not been addressed. This practice is both unacceptable and unsafe for customers, as it undermines trust and financial security.
  
  I request that this matter be investigated further to prevent such occurrences in the future and to ensure proper business practices are followed.
  

  Business Response

  Date: 09/25/2024

  When purchasing a cabana online, which this particular guest did, there is a contract that they acknowledge when completing the purchase. The contact states that if the guest walks out on their bill, unpaid, that they acknowledge that the bill, and a 20% tip, will be charged to the card they put on file. This guest walked out on their bill, unpaid, therefore, we finalized their bill as is, with the 20% tip. 

  After the guest made contact, we explained the contract that they acknowledged when purchasing the cabana, BUT that we were willing to refund the tip, since they called and talked it over with us. 

  Customer Answer

  Date: 09/25/2024

   
  
  Complaint: 22096154
  
  
  
  I am rejecting this response because:

  I paid for my food and did not walk out on my bill, as my credit card was returned after payment.

  There is no signed contract under my name because I wasn’t the one who booked the cabana.

  The 20% tip was added by the staff fraudulently.

  
  Sincerely,
  
  
  
  Sophia Barba

  Customer Answer

  Date: 09/25/2024

   I paid for my food and did not walk out on my bill, as my credit card was returned after payment.

  There is no signed contract under my name because I wasn’t the one who booked the cabana.

  The 20% tip was added by the staff fraudulently.

  Business Response

  Date: 10/16/2024

  This customer did walk out on their cabana tab. Prior to purchasing the cabana on our website, it has the guest acknowledge a contract, which states that 20% gratuity will be added to bills that are walked out on, which this guest did sign and acknowledge. 

  This customer states that she gave her card to the server, however, camera footage shows this is not true. Our server had to run the stored card information that was used to open the tap, because the customer was no longer in the park.

  Cabana service stops one hour to park close- on this day, it would have been 5:00pm. Her card was ran after 6pm, because the server hoped that they were still in the park- however, after closing, they realized that they had walked out on the bill. 

  After the customer called, we explained our policy that she agreed to, and then gave her a refund for the tip - even though she acknowledged our contract on walk outs. 

• Initial Complaint

  Date:08/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Dear Cowabunga Vegas Team, I am writing to request a refund for our tickets and cabana order #****** to your establishment on July 14th. Unfortunately, due to unforeseen circumstances, we were unable to come and enjoy our experience and would like to request a refund for our tickets. On the day of our visit, a severe storm rolled in, making it difficult for us to even venture outside. As a result, we were unable to participate in the activities we had planned and were stuck indoors for most of the day. Additionally, my family members, including my husband and son, fell ill due to the poor air quality and stress caused by the storm. As you can imagine, this was a very challenging situation for us, especially since my family members have disabilities that require extra care and attention. We are already struggling financially, and the additional expenses incurred due to this situation have put a significant strain on our resources. In light of these circumstances, I kindly request that you consider refunding our tickets. We understand that your establishment has its own policies and procedures in place, but I hope you can take pity on our situation and grant us some relief.If there is any additional information you need from us or if there's anything we can provide to support our request, please let us know. We would greatly appreciate your prompt attention to this matter.Thank you for your time and consideration. I look forward to hearing back from you soon.Sincerely,*********************

  Business Response

  Date: 08/07/2024

  This is not for our park. This is for our sister park Cowabunga Canyon. This was also resolved back on July 18th.

  Business Response

  Date: 08/20/2024

  Most Recent Message

  Date Sent: 8/7/2024 7:18:21 PM
  This is not for our park. This is for our sister park Cowabunga Canyon. This was also resolved back on July 18th.

• Initial Complaint

  Date:07/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Went to cowabunga bay in Henderson ** on 7/4/2023 with a party of three. That evening one began feeling ill. 4days later the one in the group that had not had chicken pox in the past was diagnosed with foot hand and mouth disease at the hospital. She has record of being ill and told How its contracted. We do not have kids and have only been to and from home and work in the last 2 weeks and do not have a pool. I went to the water park on 7/9/2023 to obtain a refund because we will not be returning. I informed the manager of what happened and he refused to refund or take fault for anyone being sick at the park. They were of no help and had no concern for their business and the safety of their guests. When we called their corporate manager she got our info and said she would be in touch later.

  Business Response

  Date: 07/24/2023

  Dear *****,
  We take all guest feedback seriously and aim to provide a safe and enjoyable experience for everyone. However, after thorough investigation and consideration of the matter, we must respectfully inform you that it is highly unlikely for Hand,Foot, and Mouth Disease (HFMD) to be contracted from our pool water.
  HFMD is primarily transmitted through direct person-to-person contact and respiratory droplets. While we understand your concerns, we wish to assure you that our pools undergo strict and continuous monitoring to maintain optimal water quality and hygiene standards.
  Our team at Cowabunga Bay adheres to a rigorous water management protocol, ensuring that chemical levels in our pools are maintained at four times the required amount by the Southern Nevada Health District (SNHD). This approach exceeds the industry's standard to provide our guests with the safest possible swimming environment.
  Additionally, the Centers for Disease Control and Prevention (CDC) confirms that chlorine in pool water kills the concentration of HFMD and other pathogens. However, given the nature of the virus and its primary mode of transmission, it is essential to emphasize that HFMD is not associated with swimming pool exposure.
  In light of our continuous commitment to safety and hygiene, we regret to inform you that we will be unable to provide a refund as requested.
  At Cowabunga Bay, our guests' health and well-being are of utmost importance,and we are dedicated to maintaining the highest standards of cleanliness and safety.
  Once again,we apologize for any dissatisfaction you may have experienced. Should you have any further questions or concerns, please do not hesitate to reach out to our guest relations team.
  
  Sincerely,

• Initial Complaint

  Date:06/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I reserved a VIP Cabana I May 30th for my son's upcoming birthday party June 23rd I tried to receive a military discount on the remaining balance no one would ever return my call so I've been canceled the party June 12th and have been having a problem receiving my refund ever since when calling I cannot get a manager or supervisor to return my call I just want someone who probably knows how to give a refund again today is the 21st it takes 5 to 7 days to return to the card I do not have my money

  Business Response

  Date: 06/22/2023

  Howdy! 

  I spoke to the ********** yesterday (6/21/23) on the phone to ensure their refund has been processed; it was a great conversation. 

  I assured the guest that the refund was processed and apologized for any miscommunication regarding the refund timeline, which is **** business days. 

  Please see attached a receipt for the refund in question which was processed on 6/13/23 totaling $799.99.

  If any questions arise, please do not hesitate to reach out! 

  Warm Regards,

  *************************

• Initial Complaint

  Date:11/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I purchased a season pass tried multiple times to redeem in person and get information through the website.

  Business Response

  Date: 01/02/2023

  Hello ******,

   

  I am sorry to hear about the issues redeeming your season pass. Please contact me directly at ******************************************* and I will be happy to assist you.

   

  Regards,

   

  *********************

  Business Response

  Date: 03/02/2023

  We have attempted to communicate with ******* on multiple occasions. We are more than happy to provide a refund. Last communication was from our revenue manager asking for information to give the refund.