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Adventure Landing Home Office

1944 Beach Blvd., Jacksonville Beach, Florida, United States, 32250

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Reviews Amusement Parks Adventure Landing Home Office

Adventure Landing Home Office Reviews (%countItem)

Due to Covid-19 I am not able to use my 3 annual passes that I have not used not even once. I called the Jacksonville office and they said they could only extend my passes for the next. I will not expose my children or my self. I have been sending email and trying to get a hold of someone and not yet one has reached out to me.
Next year options is not good for me my family composition will decreased so I will not have use for them and that is everything will be back to normal then and How I feel about the safety of my family.
I think is fair that they will give me a full refund. I will not expose my family to Covid-19. Thanks.

Customer Response • Jun 23, 2020

Thank you so much for your assistance in this matter.

*** the park manager was able to make contact with me and a full refund was issued back to me.

The process was kind.

*** - Complaint ID

Adventure Landing Home Office Response • Jun 24, 2020

We reached out to *** Complaint ( ID ) yesterday in regards to her complaint. We resolved the issue by refunding her purchase, please remove this issue from your list. Thank you for your time in this matter.

I booked A party for my autistic child for May 16 2020. Due to covid I understand that the park is closed but have reached out TIME AND TIME AGAIN for a refund and no one has had the decency to refund me my $246.50. I feel They should have at LEAST reached out to the people that booked parties and other things to refund them their money or ask if the would like to push it for a further date. Highly doubt I’d ever book with them again.

Adventure Landing Home Office Response • May 15, 2020

Good afternoon,

My name is ***, and I am responding in reference to complaint #*** ( *** ) on behalf of Adventure Landing located in Jacksonville Beach Florida. My apologies for the delay, as we have not received prior correspondences as we have been temporarily closed due to Covid19 ( Coronavirus ) since March 26th 2020.

I reached out to *** today ( May 15th 2020 ) around 10am, and we came to a resolution on resolving the issue by allowing her to choose an additional booking day this summer to hold the Birthday Event. As we are currently still closed and awaiting for a confirmed opening date, I assured Mrs. we would honor the proposed Event as opening dates become available.

Mrs. said she would be contacting the Revdex.com to let them know this has been resolved as well. If any further questions are required please call me directly at *** or email *** or *** at ***.

We would appreciate you making note that this issue has been resolved.

Thank You

Customer Response • May 15, 2020

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Regards

My problem is that I feel the amount I paid for my son's birthday party at Adventure Landing Shipwreck Island Water Park this year (which was the second year in a row that I chose to have his birthday party there) was by no means even close to the service I received, not to mention all of the main amenities that we chose to have the party at Adventure Landing because of were out of service, broken, or breaking down. Despite this (and many other things) I was not offered a discounted rate, any type of refund, or even given an apology. I sent a few different e-mails to Adventure Landing customer service requesting it to be forwarded to corporate, regarding our beyond disappointing experience and never heard back. I never even got a simple acknowledgment that my email was even received at all, just completely ignored. This prompted me to send out letters to their corporate headquarters via US mail, which I did, specifically 3 different letters, all in separate envelopes and addressed to separate contacts, specifically to the listed contacts for Adventure Landing Corporate and even this resulted in absolutely no response or acknowledgment, at all. To give some specifics as to how bad this experience was and to back up my request for a refund, the big blue slide that you ride the float on that puts you into the lazy river (you know the main attraction slide) was out of order that day, as well as 90% of the go-karts (only 2 of the go karts even made it the rest didn't start or broke down right away) and countless arcade games (of course the most popular games) were out of order and not working or the ones that did work ate the coins or didn't put out tickets. Not a single person even bothered to inform us of the broken down slide, games, or go karts, much less apologized to us. We got to determine this as the kids were excited to use them only to find out and be disappointed when it couldn't happen. In addition to this, the customer service we received from literally every single person that we encountered that day with was absolutely unacceptable! Every single person we came across or that "helped us" truly acted like they couldn't stand their jobs and hated us. Especially our party host...when she would even acknowledge our questions or requests for assistance, she had an attitude and seemed beyond miserable having to do anything, even simply cutting the birthday cake!!! This type of customer service is when it truly matters because it was not near as fun for the kids or enjoyable for the adults having to tolerate this behavior and it brought everyone's moods down when this was supposed to be a special time, a birthday party! I mean it really says something when the kids (ages 11-14) come to me commenting about how unhappy the employees seemed and even stated the laser tag room smelled like smoke or the older kid said maryjuana and also that when doing laser tag, they were just basically handed the gear and told to go without any type of instructions on what to do or how to play and were not shown a video (despite 2 of them never playing before and telling the employee that). Additionally, I was told when I booked the party that the water park was open til midnight that particular day, so I planed the party time around this information and booked the arcade part of the party (which was a 2+) hour event at 1pm, rather than earlier, only to find out it I was given invalid information and the water park/entire place actually closed at 6pm. I also had to literally argue my way into being able to utilize the discounted rate for the water park admission tickets for each child, that we were entitled to receive as part of the Arcade Birthday Package that I purchased after speaking to a party host who informed me that if we chose that package, it would cost $15.99 per child to purchase water park admission tickets, if they wanted to do the water park in addition to the arcade party. After having to wait in a 30+ minute line (despite being a paid party) I attempted to purchase all of the kids the waterpark admission tickets only for the employee to tell me that they cannot sell me water park tickets because it is now the ice skating event and the water park is closed... I literally was watching kids and adults not only walk into the water park, but also be in the pool area, etc. clearly utilizing the water park area. I still do not understand this, but I argued that is why I signed up for this party, etc. and she finally agreed to sell us the tickets for the waterpark but at $18.99 a ticket, not the $15.99 I was quoted was part of the birthday party package I chose. I again went back and forth with her until finally she agreed to honor that price (which is the only positive thing about this experience). I asked them after waiting in that long line to please have our group photo ready to go with our cake (they were holding behind the counter for us) as last year we were told the pic machine was down and we would be mailed the photo only for that to never happen and I did not want to wait in that line again when it was time to go. They assured me this would be done. Well, when we went to leave (after realizing the park closed 6 hours earlier than we were told) the line was insanely long to get to where the cake was behind the counter, so we went to the area to just step behind and grab our cake (as we could see it sitting there on the shelf) but we were told we had to wait in line, AGAIN, just to get our own cake that we brought with us. We did attempt to wait in the line but as it was not moving and no one seemed to appear to have a clue what was going on, they saw that I was about to step behind and grab my cake so someone actually came up to "help us".... I could see our cake sitting there and it clearly did not have anything else with it, so the photo I was assured would be ready to go was not. I asked the employee about the photo and she seemed dumbfounded. I literally saw her ask 3-4 other employees a question (assuming about the photo) and they all had the same beyond confused look on their faces. I waited well over 10 more minutes and finally our party captain walked by and went to a computer with a camera in her hand and proceeded to help multiple other customers while working on our issue, apparently. She FINALLY brought us a bag with the photo and said, "sorry bout dat." Then none of the employees were anywhere in site after she walked off, so my son himself went to get the cake from behind the counter and was very disappointed and said, “hey they smushed it”. :(. So, I look only to see they had smashed the lid into the cake, which we had more than half of the cake left to take home and it as not a cheap cake either. The entire decoration in which the box was set up to not be smushed down was completely ruined to the point when you opened the lid all of the icing came off of the cake onto the lid. There sadly was even more disappointments than what I have listed (yes, sadly that is possible) but this is what I decided was necessary to bring to corporate headquarters attention. Unfortunately, their choice to not even so much as acknowledge my many attempts to discuss our awful experience showed me that they clearly do not care, nor do they value the customer's experience being a positive one. We will never recommend Adventure Landing again and we will never even go back on a regular day, much less have a birthday party there. My poor little boy had this great birthday party he was so excited about that I truly couldn't afford, but made happen as a single Mom, only for every single aspect of it to be a let down.

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Address: 1944 Beach Blvd., Jacksonville Beach, Florida, United States, 32250


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