Big Splash Adventure

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Due to the fact that your manager was very rude to a paying customer, Told me over the phone that I could hold my breathe before they issue my money backI never looked online for the information, I called and the lady on the phone never said anything about what you've mentionI went into the lobby and you'll had it posted on the counters about the polar express ride but not no refunds or no exchanges!!!!

We are so sorry to hear of this issue.  However, it is the guest's responsibility to understand when the Polar Express trains depart.  It does state on our website that Polar Express tickets are non-transferrable and non-refundable.  This guest has already disputed their charge with...

the credit card company, which we will be responding in the same manner.  Unfortunately we will not be able to refund the guest for their purchase as those tickets could have been sold to someone else and our policy states that they are non-refundable.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[After reading the businesses reply I am still unsatisfied with their response. My wife did go to the desk to ask for a refund after a few short minutes inside the water park. However, our dissatisfaction for the water park facilities and lack of children's activities was not the reason we wished to leave and are seeking a refund. Upon arrival we checked in and immediately went to the room to change into swim suits. After a quick change (10 minutes tops) we headed down to the water park. As my wife stated the kids weren't fans but our oldest came around a little so we stayed about an hour before deciding to leave for something to eat. It was when we got back up to the room and began changing into our clothes we began to notice the poor condition of our hotel room. Upon noticing the lack of fitted sheets I called to inquire and was told the hotel does not use fitted sheets. My oldest would have had the flat sheet removed in no time due to her sleep habits. Asking her to sleep on a bare, hotel mattress is unacceptable. From there we noticed the ceiling and wall gap, dingy sheets, grout missing in bathroom, no fridge or microwave as advertised, etc. After these discoveries we came to the conclusion that the hotel is not up to our standards and since we could not get a fitted sheet for the bed we made the decision to check out. I went to the front desk and stated that I was not satisfied with the room. The desk attendant said she was sorry and began the checkout process. I asked about a refund and was told to call the following day, which I did. I spoke with [redacted] who I think believed we wanted a refund because our kids didn't like the water park. While I believe the water park needs some updates, my issue is with the room and lack of refund since we simply used it as a changing room. My wife made no mention of the room because we had not spent much time in it and thus had no time to examine how poorly maintained it was. I'm not asking for a water park refund as we spent roughly an hour using the facilities. However, I would like a full refund for the room.]
Regards,
[redacted]

Hello, 
We wanted to respond to this complaint.  We sincerely apologize that you were unhappy with your stay.  At 6:00 pm on 3/22 Mrs. [redacted] came to the front desk and said that her children were scared to go into the water park and that they were considering leaving early. ...

Unfortunately our cancelation policy is 72 hours prior to arrival date.  Therefore guest was outside of the cancelation policy.  We offered to refund the guest for their water park portion of their stay.  She said that it was okay and that they would proceed with their stay.  Thursday, Mr. [redacted] called and complained of the status of the room and that they had left early.  However, those complaints were never placed to our front desk and Mrs. [redacted] had said that they were going to stay the night.  Therefore, we had no knowledge of the guest departing early.  We could have addressed the issue at that time but it was never presented until the phone call this afternoon.  The guest was offered a 30% refund and free water park passes to come back and try us again another time which is a $100 value.  Mr. [redacted] accepted the 30% discount and the refund was done today.
Sinerely,
Management

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]Due to the fact that your manager was very rude to a paying customer, Told me over the phone that I could hold my breathe before they issue my money back. I never looked online for the information, I called and the lady on the phone never said anything about what you've mention. I went into the lobby and you'll had it posted on the counters about the polar express ride but not no refunds or no exchanges!!!!