Aquatica

Review: I chose aquatica seaworld waterpark for my daughter bday but unfortunately the services that I experienced from your staff was not acceptable, my whole entire family was approached in a very rude manners, verbally harassed by the security guards especially by the named [redacted], we are told by [redacted] your team manager that we are not allowed to order food and served it to my guest, that my guest are not allowed to stand up and approached me even infront of my cabanna , we didn't have our privacy because the staff is continuously approaching us very inappropriately, the whole entire time of our stay is horrible, the way your staff handle it left trauma to my 5 yrs old daughter and a very bad unforgettable experienced to my guest, it supposed to be family fun day because that is what your advertising for but from what your staff did to us, very poor services open up our eyes and the public eyes that Aquatica Seaworld Management is not family oriented business.Desired Settlement: I [redacted] paid the aquatica tickets for the total amount of $788.00.. I have all my receipts and the record of purchased at AAA Automobile Club of Southern California at [redacted] 90703

Business

Response:

Our Vice President, [redacted] spoke with the guest directly and they were unable to agree on a resolution. Due to their failure to comply with our policy around cabana occupancy (maximum is 4 guests and they brought 35), we will not be issuing a refund. The policy is posted on our website (where they made the reservation) and they were informed multiple times in-person on the day of their visit.

Sincerely,

Review: Sunday, August 18th 2013, my family and friends went to AQUATICA SAN DIEGO to hopefully celebrate my niece's 5th birthday. My family and I came all the way from orange county, drove about 2 hours to spend a nice, uneventful day at Aquatica San Diego SeaWorld water park. Mind you, we did not have to since we have Knotts water park, Raging Waters and Legoland, all of which we have been to and enjoyed our times there. We even had family come all the way from Las Vegas, travel extra 2 more hours from the usual 4 just to see what AQUATICA could be. ALAS! How disappointing it turned out to be. We wrote to [redacted] VP of Aquatica San diego, [redacted] and [redacted] as part of the senior management of the corporation, I urge them to please carefully look into our matter. I would like to also inform you that I am not doing this to be a trouble maker. I am a Registered Nurse and as educated person, I do too make sure that I deliver the best CUSTOMER SERVICE I can to my patients along with their families. Although both our backgrounds are different, me being in a hospital setting, CUSTOMER SERVICE should still be expected, more so in your their establishment since the company deals more with the general public. As we arrived at the park, we were already met with MIS-guided and MIS-informed and should I say, UN-educated staff when it came to their cabanas. The unavailable directions to where the cabanas were and their numbering to where ONLY CERTAIN staff knew what each number meant is unacceptable. I, personally asked three different staff where our #16 Cabana was and I was misled 3 times and walked all over looking for that #16 where in fact it was #4! Really?! Their GENERAL ORIENTATION should be looked over again if their own staff not know where their cabanas are. My sister-in-law who was the mother of the girl whose 5th birthday we were all trying to celebrate and who CHOSE to have it at Aquatica park where she also invited about 20 people to their business was unfortunately and rudely mistreated by one of their staff when she was only trying to order from the menu to our cabana server! Granted she was not wearing the "wristband" to where only 4 could wear and she willingly gave it up to one of our elder visitors, she did not deserved to be treated so dismissively!!! She knew and was informed that only the 4 in the cabana can be served, yes, BUT, it did not mention it at all on their CABANA RULES how much food can be ordered and the "line" or invisible line to where other guests can stand around! To be told she cannot even tell one of the guests whose wearing a wristband what she wanted to order for us and made my sister-in-law stand back 10 feet away from the cabana is stepping way beyond belief! Security guards that kept roaming around our cabana more so than others? Or having their undercover security guards kept watch over us again more so than others? Our group was not at all loud or belligerent!!! We had kids and they were always out swimming trying out the rides the park has! Are they not advertising a FAMILY ORIENTED place? How can we explain to our kids why their security kept coming to us for the IMPRACTICAL AND UNREALISTIC CABANA RULE OF NO MORE THAN 4, when in fact we were told by our kids that other cabanas around us had more than 4!!! I too saw that other cabanas had people in their group go in and out of their cabanas to get their belongings or grab water, etc that are NOT wearing their white wristbands! [redacted], the manager of the day, went and talked to us to listen to our complaints and yes he did explain the rules of how only 2 lounge chairs in front of each cabana and the 4 person rule and we did move our chairs to the side and I explained to him that yes we know about the 4 person rule and yes pls expect that some of us who are not wearing bracelets have our belongings in the locker and that we will go in and out for those purposes and others BUT we know that we cannot stay and linger inside! So let me ask, Does their company expect that their cabana rentals would only and always come in 4 and that nobody or no other family or friends would be and can be present or around them for the whole entirety of the day? That anyone who dared go inside to get something or grab a water would be penalized or talked to or for us harassed for every single minute, every single time! All we asked for is for their staff to be fair, COURTEOUS and reasonable! [redacted] had extra 2 lounge chairs brought for a total 4 be ok for cabana #3, clearly a rule that stated only 2 and yet we got dinged when one of the moms grabbed her sunblock and put sunblock on her two kids, a task that would not take no more than 5 minutes!!! But 2, yes 2 security guards came for that!!! That's a total of 3 visits we had through out the day! Imagine the other guests thinking how ignorant our group can be if we cannot follow their rules! But other cabanas are okay to have 5 or ten inside! And as a BONUS, picture this when one of your so called security guards came up to us and DEMANDED and SCREAMED out whose ID the cabana was under!! By now, DOES IT EVEN MATTER, when ALL of us were mistreated enough! To have us embarassed in front of the other guests! Yes, I HAD ENOUGH! Never have I experienced and seen such behavior from a FAMILY ORIENTED CORPORATION! We felt singled out from the rest of the public. We were not treated like human beings but like uneducated criminals trying to hustle their establishment for their cabana! We did not feel we used and enjoyed their cabana services NOR we enjoyed my niece's birthday at your establishment and when we expressed our grief and disbeliefs to the mistreatment we truly and honestly felt, we were denied any compensation whatsoever and was also denied our rights as consumers to have the corporate information so we could address our grievances on this particular establishDesired Settlement: -WATER PARK TICKETS(35 PERSON ATTENDEE)-CABANA-GAS-PARKING LOT TICKETS

Consumer

Response:

[redacted] my sister paid our water park tickets and I [redacted] paid for the cabana which is $159

Business

Response:

Our Vice President, [redacted] spoke with the guest directly and they were unable to agree on a resolution. Due to their failure to comply with our policy around cabana occupancy (maximum is 4 guests and they brought 35), we will not be issuing a refund. The policy is posted on our website (where they made the reservation) and they were informed multiple times in-person on the day of their visit.

Sincerely,