J & L Automotive Repair & Service, Inc.

Dear Mrs. [redacted],This letter is to follow up to a complaint that we received by mail: [redacted].While we strive to have our attractions open for our guest’s enjoyment, just like any amusement facility, we may have to rotate rides, or have an attraction closed for maintenance. Our promise is to make...

those times few and far between, and to provide the best guest experience possible every day.We did have an unusual amount of lifeguard call offs on the morning of November 11, We immediately contacted additional staff, which arrived between noon and 2 pm. In the meantime, we chose to rotate rides to make sure that guests were able to participate in all of the attractions during those few hours. We continued to make announcements over the intercom as to what was open, as well as had members of our management team present on the waterpark floor, in effort to have good communication with our guests.The guests who submitted their concerns had access to enjoy the waterpark Thursday, Friday, and Saturday, and we were able to provide our normal number of attractions open to all guests four out of five shifts. We understand, and appreciate, that our guests have favorite attractions at our park, and we truly apologize that our choice to rotate rides, until additional staffing arrived for that shift, was so negatively received.Our efforts to follow up were a return call made to a different phone number to respond to a voicemail left for management, as well as the General Manager speaking with the family in person during their stay. We truly apologize,, as management believed we had addressed the concern prior to the guests exiting the park.We would be happy to refund the requested $155 to make this right. We will need to speak with the guests again to complete the transaction, and will wait for the follow up contact from this letter to be sure that action is acceptable,Sincerely,CarrieDirector of Operations, Splash Lagoon ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Please have the business contact me at my phone number of ###-###-#### to set up a refund of 155 dollars.  I would like to add that I filed the complaint as management I spoke with in the park told they specifically did not staff for the day due to low reservations and should not have been even open due to losing money.  Donnie stated and I quote " last weekend we only had 6 families staying so we asked them what rides they wanted open". Seems to be a business practice not call offs, as I was not told about call offs by anyone, I do appreciate the refund and hope to come back some day in the future.
Regards,
[redacted]

Hello, After reviewing the reservation, we found the following details: - The guest booked on June 4th for a stay on July 2nd (Sunday)-He booked with our $159.80 promotion that was valid for stays in June and July dates, but Saturdays were excluded from that promotion (total paid with...

taxes and fees $193.44).-On June 29th he cancelled his reservation and we refund his credit card minus a $35 cancellation fee (amount refunded $158.44)-On July 18th the guest called in to confirm his reservation and was informed that he had cancelled his reservation for July 2nd on June 29th, and that his credit card had been refunded. He wanted to book now for July 22nd (Saturday), but complained that the price was too high.  We offered a discount of $40 and he accepted.  His new rate for July 22nd was $209.  (total paidwith taxes and fees $243.29) Our cancellation policy is posted.  In an effort to please the guest, we discounted the Saturday reservation $40, although Saturdays were not included in the original promotion. We will not be offering additional compensation, but we hope the guest understands how we tried to provide greatguest service in this situation. Thank you, Carrie###-###-####