Atlantis Marine World

We are responding to a letter of complaint from [redacted] (dated 8/**/15- ID #[redacted]). For the past 15 years, our Sea Lion Shows at the Long Island Aquarium have been closed-door-events with a strict NO late entry policy. If our Sea Lion Coliseum doors are closed, we do not allow anyone to...

enter the coliseum for the safety of our mammal department staff and our animals. These are wild, 350 pound animals that come out of their exhibit during the show to interact with our animal trainers and perform a variety of behaviors for the audience. We can hold up to 600 guests, 4 times a day at each one of our shows and if the doors were to open to let guests enter after the show had already started, it might distract the animals or even spook them. Our "no-late-entry" policy is listed on our maps and daily event schedules. These are provided to all guests, at all of our registers when they arrive. We also have a large sign posted righ t in front of the Sea Lion Coliseum doors. On top of that, we have automated announcements that go off throughout the aquarium, three times before each Sea Lion Show. For example, before the 2:30PM Sea Lion Show, the announcement goes off at 2:15PM, 2:20PM and 2:25PM reminding guests to arrive on time for the show and that there will be no late entry permitted. We are clear and concise on our policy. The Blanchard family came late to the 2:30pm Sea Lion Show, after the doors were already closed and therefore could not attend that particular show. They went up to the guest services desk and spoke with the Assistant Manager of guest services. The family was offered a refund for the Sea Lion photo. Our staff members also offered to take the Sea Lion photo for them after the show ended. This was not accepted by the family. Our staff continued to explain that there would be another Sea Lion show at 4:00pm that the family could attend and they said they did not want to wait for that because their child was tired. After taking the Sea Lion photo it would have only been about an hour until the next Sea Lion Show. We have dozens of aquatic displays, animal exhibits and a large butterfly, bug and bird exhibit that they could have enjoyed while they waited. We always go above and beyond for our customers and truly appreciate their patronage. Unfortunately in this case, the guests were very rude and demanding. We have security cameras located behind the front desk and we have a clear video showing the confrontational, rude behavior directed at our staff members. On their way out it shows [redacted] giving the finger to our Assistant Manager. We do not appreciate our staff being treated this way, and will not be able to offer the Blanchard family a refund for their admission, because they clearly spent enough time at our facility so that the child was tired and they couldn’t wait until the next show, or for the Sea Lion photo that they refused to take after the 12-15 minute show that they missed.

Review: I came to the aquarium with the anticipation of seeing the sea lion show with my 2 year old daughter, who has seen it before with other family members and always talks about it. Not only did I pay admission, but I paid an extra $21 dollars to be able to have my daughter and I take a picture with a sea lion. After looking at various exhibits, we saw the time was nearing 2:30 which is the time the show began, so we headed towards the show. We literally arrived at 2:31pm and were told we were not allowed in. 30 seconds before us, we had seen another family enter, but we were denied admission because we were ONE minute late. I told the woman, this was the main reason we came here and that my daughter was upset. She said there was nothing she could do. That was their policy. However, when I had asked initially when entering what time the show began, the man never stressed that if you are a minute late, you are denied admission. If they are going to enforce such a rule, they should make it very clear to their customers that they cannot be literally one minute late.

After being denied admission to the show, we went to the "manager" to discuss what had happened. She was very unfriendly and not understanding of the situation whatsoever. I asked for my money back, since we had only been there about 20 minutes and couldn't see the show we came for. She said to wait until the next show at 4:00pm. There was absolutely no way we were staying an hour and a half to see a show we were a minute late to. I asked for a refund and was even denied being refunded money. Their customer service is horrendous. They clearly do not care about their customers whatsoever.Desired Settlement: I would like the money I paid to enter and have a picture with a sea lion refunded. This was $50 for admission and $21 for the sea lion picture which was not taken.

Business

Response:

We are responding to a letter of complaint from [redacted] (dated 8/**/15- ID #[redacted]). For the past 15 years, our Sea Lion Shows at the Long Island Aquarium have been closed-door-events with a strict NO late entry policy. If our Sea Lion Coliseum doors are closed, we do not allow anyone to enter the coliseum for the safety of our mammal department staff and our animals. These are wild, 350 pound animals that come out of their exhibit during the show to interact with our animal trainers and perform a variety of behaviors for the audience. We can hold up to 600 guests, 4 times a day at each one of our shows and if the doors were to open to let guests enter after the show had already started, it might distract the animals or even spook them. Our "no-late-entry" policy is listed on our maps and daily event schedules. These are provided to all guests, at all of our registers when they arrive. We also have a large sign posted righ t in front of the Sea Lion Coliseum doors. On top of that, we have automated announcements that go off throughout the aquarium, three times before each Sea Lion Show. For example, before the 2:30PM Sea Lion Show, the announcement goes off at 2:15PM, 2:20PM and 2:25PM reminding guests to arrive on time for the show and that there will be no late entry permitted. We are clear and concise on our policy. The Blanchard family came late to the 2:30pm Sea Lion Show, after the doors were already closed and therefore could not attend that particular show. They went up to the guest services desk and spoke with the Assistant Manager of guest services. The family was offered a refund for the Sea Lion photo. Our staff members also offered to take the Sea Lion photo for them after the show ended. This was not accepted by the family. Our staff continued to explain that there would be another Sea Lion show at 4:00pm that the family could attend and they said they did not want to wait for that because their child was tired. After taking the Sea Lion photo it would have only been about an hour until the next Sea Lion Show. We have dozens of aquatic displays, animal exhibits and a large butterfly, bug and bird exhibit that they could have enjoyed while they waited. We always go above and beyond for our customers and truly appreciate their patronage. Unfortunately in this case, the guests were very rude and demanding. We have security cameras located behind the front desk and we have a clear video showing the confrontational, rude behavior directed at our staff members. On their way out it shows [redacted] giving the finger to our Assistant Manager. We do not appreciate our staff being treated this way, and will not be able to offer the Blanchard family a refund for their admission, because they clearly spent enough time at our facility so that the child was tired and they couldn’t wait until the next show, or for the Sea Lion photo that they refused to take after the 12-15 minute show that they missed.