From: [redacted] Sent: Tuesday, July 12, 6:PMTo: [email protected]: Complaint ID: [redacted] Hi Catherine, we are sorry to hear you did not enjoy your visit to The Dinosaur Place and we appreciate you sharing your feedback; however, some of the information you have shared is factually inaccurateOur Splashpad did open on May 28th, as advertised; however it was open weekends only as stated throughout our websiteEach location where the Splashpad is shown on our website, including on The Dinosaur Place Hours Page, it stated "The Splashpad is open weekends only May 28th through June 11th and then open daily through Labor Day"We apologize if you did not see thisOur staff member who told you the Splashpad was open weekends only offered to refund your admission before you entered the park; however, as we confirmed with him & our videotapes, you discussed this with your friend and elected to enter the park regardlessAdmission includes access to the 40+ Life-Sized Dinosaurs on miles of Nature Trails (our main attractions), Monty’s Dino-Sized Playground with unique playscapes, a Jurassic Moon Bounce, A”maze”asaurus Dinosaur Themed-Maze ending in a slide through the mouth of a TRex, the Active Volcano, our Animatronic Dilophosaurus and much moreThis is all in addition to the Splashpad and whether the Splashpad is on or off does not affect our pricingAll of this included for a low admission price makes the park well worth the value when compared with other full day family attractions.In addition, our playground is open every day from 10:00am until 6:00pm and only of playscapes closes for minutes to allow our staff member, there for safety, to take his or her lunch breakThe other playscapes remain open during the lunch break and offer unique experiences designed for a variety of age groups and custom-built specifically for our parkThis new playscape you refer to was not planned to open until June; however, opened early (May 28th) and we wanted to offer guests the opportunity to use it once it openedIt does require children to wear socks on it for safety and we are sorry you were not made aware of this before visiting; however, we were selling socks at $a pair (at cost) at the admission gate (not a strip mall, but instead the same place where you purchased your admission) to accommodate our guests.I have discussed the rest of the situation with the managers on duty and they explained that you were offered you tickets to return to the park any day throughout the year (even when our price increases in July & August)This is not something we typically offer as we have a no refund policy on park admissions, but the manager made this exception in your caseThe manager explained to me that you refused these tickets, became loud & aggressive and threatened to leave negative reviews if we did not offer a full refundWe do not negotiate with guests who are disrespectful to our staff and threaten negative reviews in return for compensationWe are sorry if you felt disrespected by our management as we work hard to treat every guest with the utmost respect and appreciation (shown through our many positive reviews); however, there are circumstances where guest behavior does not make this possibleAgain, we appreciate hearing guest feedback as it is important to help us improve and we will take your comments seriously moving forwardThank you, - [redacted]
From: [redacted] Sent: Tuesday, July 12, 2016 6:41 PMTo: [email protected]: Complaint ID: 1[redacted]Hi Catherine, we are sorry to hear you did not enjoy your visit to The Dinosaur Place and we appreciate you sharing your feedback; however,...
some of the information you have shared is factually inaccurate. Our Splashpad did open on May 28th, as advertised; however it was open weekends only as stated throughout our website. Each location where the Splashpad is shown on our website, including on The Dinosaur Place Hours Page, it stated "The Splashpad is open weekends only May 28th through June 11th and then open daily through Labor Day". We apologize if you did not see this. Our staff member who told you the Splashpad was open weekends only offered to refund your admission before you entered the park; however, as we confirmed with him & our videotapes, you discussed this with your friend and elected to enter the park regardless. Admission includes access to the 40+ Life-Sized Dinosaurs on 1.5 miles of Nature Trails (our main attractions), Monty’s Dino-Sized Playground with 6 unique playscapes, a Jurassic Moon Bounce, A”maze”asaurus Dinosaur Themed-Maze ending in a slide through the mouth of a T. Rex, the Active Volcano, our Animatronic Dilophosaurus and much more. This is all in addition to the Splashpad and whether the Splashpad is on or off does not affect our pricing. All of this included for a low admission price makes the park well worth the value when compared with other full day family attractions.In addition, our playground is open every day from 10:00am until 6:00pm and only 1 of 6 playscapes closes for 30 minutes to allow our staff member, there for safety, to take his or her lunch break. The other 5 playscapes remain open during the lunch break and offer unique experiences designed for a variety of age groups and custom-built specifically for our park. This new playscape you refer to was not planned to open until June; however, opened early (May 28th) and we wanted to offer guests the opportunity to use it once it opened. It does require children to wear socks on it for safety and we are sorry you were not made aware of this before visiting; however, we were selling socks at $2 a pair (at cost) at the admission gate (not a strip mall, but instead the same place where you purchased your admission) to accommodate our guests.I have discussed the rest of the situation with the managers on duty and they explained that you were offered you 2 tickets to return to the park any day throughout the year (even when our price increases in July & August). This is not something we typically offer as we have a no refund policy on park admissions, but the manager made this exception in your case. The manager explained to me that you refused these tickets, became loud & aggressive and threatened to leave negative reviews if we did not offer a full refund. We do not negotiate with guests who are disrespectful to our staff and threaten negative reviews in return for compensation. We are sorry if you felt disrespected by our management as we work hard to treat every guest with the utmost respect and appreciation (shown through our many positive reviews); however, there are circumstances where guest behavior does not make this possible. Again, we appreciate hearing guest feedback as it is important to help us improve and we will take your comments seriously moving forward. Thank you, -[redacted]
From: [redacted] Sent: Tuesday, July 12, 6:PMTo: [email protected]: Complaint ID: [redacted] Hi Catherine, we are sorry to hear you did not enjoy your visit to The Dinosaur Place and we appreciate you sharing your feedback; however, some of the information you have shared is factually inaccurateOur Splashpad did open on May 28th, as advertised; however it was open weekends only as stated throughout our websiteEach location where the Splashpad is shown on our website, including on The Dinosaur Place Hours Page, it stated "The Splashpad is open weekends only May 28th through June 11th and then open daily through Labor Day"We apologize if you did not see thisOur staff member who told you the Splashpad was open weekends only offered to refund your admission before you entered the park; however, as we confirmed with him & our videotapes, you discussed this with your friend and elected to enter the park regardlessAdmission includes access to the 40+ Life-Sized Dinosaurs on miles of Nature Trails (our main attractions), Monty’s Dino-Sized Playground with unique playscapes, a Jurassic Moon Bounce, A”maze”asaurus Dinosaur Themed-Maze ending in a slide through the mouth of a TRex, the Active Volcano, our Animatronic Dilophosaurus and much moreThis is all in addition to the Splashpad and whether the Splashpad is on or off does not affect our pricingAll of this included for a low admission price makes the park well worth the value when compared with other full day family attractions.In addition, our playground is open every day from 10:00am until 6:00pm and only of playscapes closes for minutes to allow our staff member, there for safety, to take his or her lunch breakThe other playscapes remain open during the lunch break and offer unique experiences designed for a variety of age groups and custom-built specifically for our parkThis new playscape you refer to was not planned to open until June; however, opened early (May 28th) and we wanted to offer guests the opportunity to use it once it openedIt does require children to wear socks on it for safety and we are sorry you were not made aware of this before visiting; however, we were selling socks at $a pair (at cost) at the admission gate (not a strip mall, but instead the same place where you purchased your admission) to accommodate our guests.I have discussed the rest of the situation with the managers on duty and they explained that you were offered you tickets to return to the park any day throughout the year (even when our price increases in July & August)This is not something we typically offer as we have a no refund policy on park admissions, but the manager made this exception in your caseThe manager explained to me that you refused these tickets, became loud & aggressive and threatened to leave negative reviews if we did not offer a full refundWe do not negotiate with guests who are disrespectful to our staff and threaten negative reviews in return for compensationWe are sorry if you felt disrespected by our management as we work hard to treat every guest with the utmost respect and appreciation (shown through our many positive reviews); however, there are circumstances where guest behavior does not make this possibleAgain, we appreciate hearing guest feedback as it is important to help us improve and we will take your comments seriously moving forwardThank you, - [redacted]
From: [redacted] Sent: Tuesday, July 12, 2016 6:41 PMTo: [email protected]: Complaint ID: 1[redacted]Hi Catherine, we are sorry to hear you did not enjoy your visit to The Dinosaur Place and we appreciate you sharing your feedback; however,...
some of the information you have shared is factually inaccurate. Our Splashpad did open on May 28th, as advertised; however it was open weekends only as stated throughout our website. Each location where the Splashpad is shown on our website, including on The Dinosaur Place Hours Page, it stated "The Splashpad is open weekends only May 28th through June 11th and then open daily through Labor Day". We apologize if you did not see this. Our staff member who told you the Splashpad was open weekends only offered to refund your admission before you entered the park; however, as we confirmed with him & our videotapes, you discussed this with your friend and elected to enter the park regardless. Admission includes access to the 40+ Life-Sized Dinosaurs on 1.5 miles of Nature Trails (our main attractions), Monty’s Dino-Sized Playground with 6 unique playscapes, a Jurassic Moon Bounce, A”maze”asaurus Dinosaur Themed-Maze ending in a slide through the mouth of a T. Rex, the Active Volcano, our Animatronic Dilophosaurus and much more. This is all in addition to the Splashpad and whether the Splashpad is on or off does not affect our pricing. All of this included for a low admission price makes the park well worth the value when compared with other full day family attractions.In addition, our playground is open every day from 10:00am until 6:00pm and only 1 of 6 playscapes closes for 30 minutes to allow our staff member, there for safety, to take his or her lunch break. The other 5 playscapes remain open during the lunch break and offer unique experiences designed for a variety of age groups and custom-built specifically for our park. This new playscape you refer to was not planned to open until June; however, opened early (May 28th) and we wanted to offer guests the opportunity to use it once it opened. It does require children to wear socks on it for safety and we are sorry you were not made aware of this before visiting; however, we were selling socks at $2 a pair (at cost) at the admission gate (not a strip mall, but instead the same place where you purchased your admission) to accommodate our guests.I have discussed the rest of the situation with the managers on duty and they explained that you were offered you 2 tickets to return to the park any day throughout the year (even when our price increases in July & August). This is not something we typically offer as we have a no refund policy on park admissions, but the manager made this exception in your case. The manager explained to me that you refused these tickets, became loud & aggressive and threatened to leave negative reviews if we did not offer a full refund. We do not negotiate with guests who are disrespectful to our staff and threaten negative reviews in return for compensation. We are sorry if you felt disrespected by our management as we work hard to treat every guest with the utmost respect and appreciation (shown through our many positive reviews); however, there are circumstances where guest behavior does not make this possible. Again, we appreciate hearing guest feedback as it is important to help us improve and we will take your comments seriously moving forward. Thank you, -[redacted]