Complaints

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:09/23/2024

  Type:Service or Repair 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.

  On 9/21/24 I received a package special price for a overnight At the park for 159$ (I have been to the park on multiple times with my family) I was thrilled to spend the the 159$ but when I tried to log on to my account threw the parks web site it kept saying not a valid password . I tried to reset the password several times on 9/21 to 9/22. Now it tells me the offer has expired.

  Business Response

  Date: 10/08/2024

  Mr. Willimas, 

  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the inconvenience you experienced regarding your recent attempt to use our special package for the overnight stay. To resolve this for you, we love to reinstate the special offer for any Friday so you can enjoy it as originally intended. We value your patronage and are committed to ensuring that you have a seamless and enjoyable experience at our park and hotels. 

  When you wish to come, please give us a call directly at our splash reservation line at 814-868-9569 and ask for Jenni or Jessica and they should be able to help you out. 

  Thank you for your patience and understanding and I hope this brings some sense of resolution to you. 

   

  Sincerely 

  Splash Team 

   

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair 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.

  Forgot my suitcase in the front lobbycalled them to asked about it so I could go pick it up They informed me that they don't have it I kept calling eventually they inform me that yes they do have the suitcase but it’s all empty and they were so rude and they were telling me that after a while they empty everything in the suite case and washer it I ask about my make up inside the suitcase there where another lsmall leather bag inside my suitcase with make up in it they informed me that its emity and nothing in it not clothes or makeup they do you like the first week and after the empty my suitcase from my clothes and make up done the information that they have the empty one and they said the truth that they have it the place is really bad and bleed simply are so rude they don’t want to help and in the same time they refused to let me know that my luggage was there in the first place to go ahead and pick it up from the beginning until they empty it and then they say you could come and get Your empty suitcase . After this experience I do not recommend this place to anybody because it’s unsafe and it’s -0 customer service

  Business Response

  Date: 07/23/2024

  Mr. ******,
  
  Thank you for your stay with us. We are sorry to hear about your lost luggage. I checked with all my staff here and no one seems to know anything about your luggage. Our lost and found policy is to hold on to any item for at least 6 months unless its perishable item like food. We do not discard or go through anyone's left luggage. I have called and left two messages for you since Friday. I would appreciate if you could please call back so we can discuss this further. We apologize for any inconveniences so far and please rest assured we have all the intentions to get this addressed with the right team to ensure we improve on this. Please call us anytime at 8142171100. 

   

  Thank you 

  Wyndham Garden Management

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

• Initial Complaint

  Date:03/10/2024

  Type:Service or Repair 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.

  We purchased a package deal on splash lagoons website. We wanted an attached hotel so we purchased what was available, Hawthorne suites. We put 3 people down in the room and got 4 bracelets for the park. When we got our room we noticed the fireplace was not working , so we texted the front desk and they did give us a 25 dollar gift card for the inconvenience and also said they would send maintenance to try to fix the issue. They were aware several rooms did not have working fireplaces as well and we were told some didn’t work. Maintenance did turn our fireplace on and we left for the park so I turned it off. Came back to the room 4 hours later and it was 84 in the room. We advised the front desk and they said they would send maintenance to turn it off. An hour and a half later we came back and the room was now 90 degrees. Keep in mind this was at midnight. We ended up having to sleep in a family members room in a completely different hotel. So I spoke with Melissa (regional manager) the morning after and she offered 125 out of 635 what we paid for a hotel we barely used. She claims our splash passes was why the package was so high. I look at passes online and the math does not add up. Oh by the way the breakfast was cold and limited. Horrible experience.

  Business Response

  Date: 03/21/2024

  Hello Ms. ******
  

  Thank you for your stay with us and for taking the time to share your feedback with us. We are sorry to hear that you were not pleased with your recent stay at Hawthorn Suites. We are sorry to hear there was an issue with your fireplace not operating well. Please rest assured we have
  addressed this with the right team to ensure we improve on this. We are also very sorry to hear your disappointment with our breakfast. We always aim to deliver a great experience and feel very sorry we failed to
  meet your expectations. We have already refunded back the entire room portion of $125.00 back to you as form of
  compensation. Rest of the amount was for splash lagoon water park. The day pass rate for the weekend is anywhere from $95-$75 per person/per day, plus tax which is what you paid. 

  Hope fully you will give us another chance to turn your experience around. We look forward to welcoming you back at our hotel and this time
  for a much better experience. Please give us a call when you’re traveling to our area again soon and we promise to take good care of you and your family!

  
  

  Customer Answer

  Date: 03/21/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Thank you for your response.  I did receive the $125, and thank you very much, however, there were only 3 guests.  If that holds true with your explanation, then at best, we should have only been charged $285.00 for the waterpark passes.  I was charged $635.00.  Please provide the appropriate refund.

  
  Regards,
  
  
  
  ****** *****
  
  

   

   

  Business Response

  Date: 05/09/2024

  Hello,
  
  I am writing in regards to the complaint number ********. Thank you for bringing this matter to our attention, we are committed to ensuring the satisfaction of all our customers and take complaints seriously. We understand that this customer (***** ******) has expressed dissatisfaction when it comes to refund. Upon receiving the complaint, we conducted a thorough review of the situation and discovered that the  guest wasn’t happy with the stay at our hotel so we refunded back the entire room rate back to the guest and additionally gave her a $25.00 gift card as well for all the inconvenience.
  
  This guest however is being a little unreasonable at this point and asking for more. The guest did stay at our property and made use of all our services and the services at our water park. Please let me know what else can be done to resolve this matter on BBB.
  
  Thank you for the opportunity to address this issue and I look forward to your reply.
  
   
  
  Thank you
  
  Manasi D************
  GENERAL MANAGER
  
  ******* *** ******* * ******
  
  ***** ***** ****** **** ** *****
  
  ******** ************* **** ************
  
   

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair 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.

  I bought a future fun voucher a few years back, just before the pandemic. They did extend it. I then call them before it expired and was told it would be no issue to extend further do to our situation. Now I am being told they are not going to honor it and I am out the money we spent on the voucher.

  Business Response

  Date: 01/29/2024

  Guest had purchased a Future Fun Voucher that was valid for 18 months. Due to the pandemic, the voucher was extended. The extension date had passed. After speaking with the guest, the voucher has been extended through 2024. 

  Customer Answer

  Date: 01/31/2024

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

• Initial Complaint

  Date:09/25/2023

  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 take my family to Splash Lagoon two or three times per year and we have a great time. We were supposed to go to Splash Lagoon for to days I believe Aug 1-3. Unfortunately, I lost my job and could not afford to take the kids. I had made reservations by calling the splash lagoon phone number. At that time I also made reservations for an hour of personal instruction on the FloRider surfing activity. When I realized I was not able to go, I called and cancelled everything or so I believed, just like the process that I went through to make the reservations. I have a record of the phone call. I took a decreased refund due to the cancellation rather than a credit because I'm not sure when I will be able to have the funds to go back. On the day that we were supposed to do the FloRider I received a call from a person who asked where I was. I apologized and explained that I had cancelled everything when I called originally. He said that wasn't a problem and that they would issue the refund for the wave rider and he apologized for the confusion. I never agreed to take a credit and I cancelled everything several days prior. I kept an eye out for the refund to process on my credit card and it did not. I assumed that this was just taking a long time because I really don't remember having a refund go to my credit card in a long time. Anyhow, today I received a gift card for Splash Lagoon. I don't believe that this is fair. I did everything appropriately and conscientiously. I never agreed to a credit and was even told initially that a refund would be issued to my credit card. Please help me. I cancelled with plenty of time, I did it the same way I made the reservation, I never agreed to a credit, and I need the money for my family. I'll even mail the gift card back, I'm not trying to pull a scam or rip anyone off, I just don't think this is fair, I did everything right, and I never agreed to a gift card in place of the refund I was told I was getting. Thanks

  Business Response

  Date: 10/11/2023

  Complainant has been contacted and awaiting a call back from the guest as the guest was heading into a meeting. Guest indicated they would be calling back later. Standard refund policy is to issue a credit (gift card) for the cancellation of a service. Due to the guest's personal situation, monetary refund will be provided once the gift card is returned. 

• Initial Complaint

  Date:07/30/2022

  Type:Customer Service 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.

  My fiance and I purchased a birthday bundle through splash lagoon, it included a hotel room for us and our children. Unfortunately we had to be relocated in the middle of the night (past midnight) due to the overwhelming smell of mold and mildew in the hotel room. We noticed the smell as soon as we arrived but went right to the water park after and didn't think anything of it. I was put Into contact with a man named Andrew who will not return my calls for reimbursement due to the fact that we switched to a new room. The new room also smelled terribly of cigarettes which I told the manager of the hotel. I have attached pictures of all the black mold in the first hotel room.

  Business Response

  Date: 08/09/2022

  Thank you for reaching out regarding your recent stay at the Comfort Inn, attached to Splash Lagoon. I am sorry again for the trouble with your hotel stay - Our Hotel Management Team has refunded your stay in full.

   

  Although this BBB page is specific to Splash Lagoon, please do not hesitate to reach out to me in the future with any additional questions or concerns, and I will be happy to help or get you in touch with someone who can. 

   

  Thank you for visiting Splash Lagoon - We hope to see you again soon!

   

  Sincerely, 

  Kayla