Castle Park

Initial Business Response /* (1000, 8, 2015/07/24) */
Unfortunately, this complaint is not consistent with the events that occurred on that day. One of our managers remembers this specific experience. Originally, our manager, dealt with his girlfriend. She had stated that she wanted her refund for...

her group of 15. When our manager asked for a receipt, she said that she didn't have one and that some of her guests were in Will Call, our system that allows guest to come back if they had a bad experience. That is when her boyfriend intervened, the man that issued this complaint. He was upset because we don't allow any jewelry down our water slides, and he refused to remove his earrings to go down the slides. Our manager could not issue a refund due to how many guests they claimed on having, but offered Will Call for the guests that were there that day. They were upset that they weren't issued a refund, left, and called our operator to let them know that we had too many rides down.
Our manager would have gladly issued a refund for the five people. Unfortunately, they told her that it was 15 people. Any large refunds must be approved by our General Manager. That is standard procedure. She informed this man that, and our General Manager never received a call from him.
Any time there is a misstep with our guests, we do our best to provide an opportunity for them to come back another day, so that we can hopefully make the next experience better. Refunds are not typically issued, but are in certain circumstances. Depending on how large the refund is, it must be approved by the General Manager.

Initial Business Response /* (1000, 10, 2015/08/15) */
We do apologize for the experience that [redacted] and his family had. I did check our system, and the manager in charge of online refunds did refund the tickets a couple weeks later. She was playing phone tag with him for a couple weeks until...

she eventually just did the refund. We have recently changed our method of contacting a manager. Guests are no longer sent to a manager's voicemail. Instead, the operator now tries to find the manager immediately to take the call. If the manager is unable to do so, the operator will get the guest's name and phone number, and the guest will receive a phone call by the end of that day. Our managers do sometimes work odd hours, and we now think we have a solution to fix the communication problem. As said before, [redacted] was refunded the tickets. If he would like to discuss the Will Call tickets to come back another day, I would like for him to email me at [redacted]@palaceentertainment.com.