Kentucky Kingdom

We are sorry that you are not satisfied with our actions regarding your daughter's violation of our posted "loose articles" policy Although your daughter told our Public Safety Officer that she heard the audio announcement and decided not to store her phone (or leave it with a non-rider), she still had it out during her coaster ride Had the phone accidentally fallen from her hand, it could have seriously injured anyone on or near the ride In fact, King's Island in Ohio charges riders who violate their loose articles rules with a misdemeanor Our rules are posted on signs, online at our website, listed in our park map, and played on audio recordings Guests who are hearing or vision impaired are able to perceive our rules in a variety of ways.We regret that your daughter made a mistake, but we cannot jeopardize the well-being of other guests

We are in receipt of your complaint to the Revdex.com concerning the price of tickets to Kentucky Kingdom and Hurricane BayUnfortunately, our receipt of the letter was delayed somewhat because it was held at the Kentucky Expo Center, rather than being delivered directly to the park.First, we want to make you aware that we offer various discount ticket options, all of which are available to you and two of which beat or match the price for the out-of-state ticket, albeit for a one-day visitIf you put together a group (minimum of people, but with a family of 7, you're halfway there!), you can purchase tickets for only $per person in advance on our website (please note that these tickets must be booked for a specific date) or for only $per person when your group arrives at the parkAlternatively, youmay purchase tickets at any Kroger store in the Louisville or Lexington area for only $or you may buytickets on the Kentucky Kingdom website for $If you'd like more information about any of thesediscount ticket offers, please contact us at 502/813–8200.As for the $two-day ticket offered to residents from out of state (and outside the five southern Indiana counties that are part of the Louisville metro area), we are obligated to reach out to other states to draw in new visitors, as stipulated by the terms of our agreement with the state of KentuckyThe agreement requires that we draw 25% of our visitors from out of state if we are to remain eligible for the tax credits we receive (over the course of a ten-year period) from the Kentucky Tourism Development Finance AuthorityThese tax credits are an important part of our capital planThey allow us to add great new rides and attractions and make other improvements in the park each year, keeping it fresh and exciting for our guestsIt also allows us to offer a very low price for a season pass, which is much appreciated by Kentucky residents, whether in Louisville or elsewhere in the state.Keep in mind that out-of-state visitors often make a long drive to visit Kentucky Kingdom and often have to book an overnight stay in a hotelThe cost for them to visit Kentucky Kingdom (gas, food, hotel) is therefore generally a good bit higher than for Kentucky residents.Kentucky Kingdom very much appreciates its many loyal customersFor this reason, we offered a season pass price of only $from last September through June 7, This price is only $higher than our regular general admission price of $With a season pass, you can visit the park as many times as you like during the season and you also receive free parking (normally $8.00), soft drinks for only $all season long, and a 20% discount on all food and other purchases you make inside the parkIf you check season pass prices to other theme parks, whether in this region or anywhere in the country, you'll see that our $price for a season pass is significantly below all others.We hope you and your family will take advantage of one of our discount ticket offers and come visit us this this summer.Yours truly[redacted] Assistant to the President

PLEASE SEE ATTACHMENT FOR ORIGINAL RESPONSE.We are in receipt of your Complaint to the Revdex.com concerning your visit to Kentucky Kingdom and Hurricane Bay on Sunday, September 4, We did have to close several of the water attractions at about 3:that afternoon due to biohazard issues caused by a couple of guests (one at our Big Surf wave pool and one at Castaway Creek, our lazy river, which also caused the MtSlide Hai slide Complex to be closed)It's unfortunate that these guests became ill at two different locations in the water park and at almost the same time, but we cannot keep any affected water attractions open when such incidents occurFor the safety of our guests and staff, we follow all guidelines pertaining to waterborne illnesses set forth by both the Centers for Disease Control and the Louisville Metro Department of Public Health and WellnessIn such cases, therefore, We take immediate measures to close the attractions and initiate cleand sanitizingSince this process can take some time and there was more than one attraction affected, we were unable to reopen the attractions before closing time for the water park that dayWe regret that you and your family were unable to enjoy these attractions during your visit, but hope you understand that it was absolutely necessary for them to be closed.Concerning your complaint about the drink station you visited on the south side of the park, we regret any inconvenience you may have experiencedWe are a bit puzzled by the lack of ice you apparently encountered, as we did not receive a single complaint from any other guests about a lack of ice at our drink stations that day and, in fact, had assigned extra personnel throughout that weekend to ensure that all of drink stations remained stocked with ice at all timesWe do sell Kentucky Kingdom souvenir bottles at our drink stations, but it is possible we may have run through our supply at that particular location at the time you visited itHowever, the souvenir bottles are available at many other locations in the park, including almost every food stand.We understand that you felt the water in our drinking fountains was too warm and we apologize for thisWe do not use refrigerated fountain equipment because all of our drinking fountains are located out of doors and refrigerated units don't hold up well in harsh winter weatherIn very hot weather, ground temperatures increase and this in turn can cause the water in our drinking fountains to become lukewarmWe do, however, offer our guests complimentary Cups of ice Cold water at any of Our food stands.We hope you will return to Kentucky Kingdom next season and would like to offer you and your family free drinks on your next visitIf you will contact me or our Guest Services Manager, [redacted] , in advance of your visit, we'll ensure that wristbands entitling you and your family to free soft drinks throughout the day will be waiting at our guest services Center for you to pick up when you arrive.We look forward to hosting you again and hope your next visit will prove more enjoyable.Yours truly, [redacted] Assistant to the President

On May 31, at around 6:p.ma Public Safety Supervisor called our Director of Operations to the front gate to speak to a guest regarding her son’s season pass The supervisor advised that two boys had gone under a queue line rail to a drink station and filled clear cups used only for water with soda without paying The supervisor stopped the boys and began to issue each of them a written warning for not paying for the drinks The boys became very rude and cursed at the supervisor Due to their uncooperative manner and the fact that they used inappropriate language, the supervisor called the boys’ guardians to explain what the boys had done and notify the guardians that the boys’ season passes would be revoked While the supervisor was explaining to [redacted] what had occurred, Ms [redacted] became very verbally abusive including cursing at the supervisor Ms [redacted] came to the park to pick up her son and asked to speak to a manager Our Director of Operations introduced herself to Ms [redacted] at the front gate Ms [redacted] stated that she thought it was “stupid” to kick kids out for taking soda and added that the Public Safety Supervisor had “cussed” her out Our Director of Operations informed Ms [redacted] of what had actually occurred regarding the boys’ theft of the soda and their uncooperative and abusive behavior toward a Kentucky Kingdom employee Ms [redacted] stated that her boys do not use bad language and stated our supervisor was “a [redacted] g liar.” At that point, because she had raised her voice and was using foul language and the two boys with her (including her son) began to also raise their voice, an LMPD officer informed Ms [redacted] that she and the boys would need to leave the area She then stated that she “did not care and would be at Kentucky Kingdom tomorrow” if she wanted When our Director of Operations informed Ms [redacted] that she was not welcome back at the park she stated “the hell I’m not.” The officer then repeated his request that she please leave the area Later that evening, Ms [redacted] sent an e-mail to the park via the “information” e-mail address requesting that a manager contact her Our Director of Operations called the telephone number left by Ms [redacted] and left a voicemail message Ms [redacted] did not return the telephone call Kentucky Kingdom will not provide Ms [redacted] with a refund nor will we allow her son to use his season pass Please feel free to contact me if you have any questions or require additional information Sincerely, [redacted]

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.This is the exact message that was given to me via the telephoneI am appalled that I am being told to find additional family membersMy entire family is from the northeast and it would be extremely expensive to bring them down just to visit an amusement park for a discounted priceIn regards to the additional expenses incurred from traveling to your park, I bring up two issuesYou offer these prices to the state of Indiana which are the same distance or even closer to the distance I have to travelSecond, I live in Franklin ky, which is literally mins away from TNI receive all of your out of state advertisements dailyWe,too,have to make hotel and dinner arrangements to travel to your locationIn regards to season passes, as you have mentioned numerous times, my children are away % of the summer, and I work quite a lot, so my ability to take advantage of summer passed does not applyI believe that you are attracting many guests to your park, if I did the research I bet it far exceeds 25%I can listen to the price difference all day but I still cannot fathom why you charge locals $per drink and you force locals to have to pay an additional day to get in next dayI travel to holiday world and they don't resort to these predatory practices Regards, [redacted]

[redacted] had her phone out on a ride, which is contrary to our posted ride rules because it is dangerous to both riders and passersby Riders are advised via an audio safety message to secure loose items in a locker, or leave them with a non-rider, before enjoying the attraction Our rides also have bins at the loading station for guest convenience Numerous signs reminding guests of this policy are posted at the front gate, throughout the park, and set forth on our park map and website [redacted] confirmed to our Public Safety Officer that she heard the rules and just didn’t listen to them [redacted] was apparently unattended by a guardian or parent at Kentucky Kingdom The parent pickup area is across the esplanade from our front gates Kentucky Kingdom will not reinstate nor refund the cost of [redacted] ’s season pass

Ms***'s party disobeyed posted ride regulations and explicit instructions of our lifeguards Louisville Metro Police Officers were notified when members of their party became belligerent and refused to leave Hurricane Bay LMPD officers attempted to de-escalate the situation but
both Ms***'s mother-in-law and sister-in-law were intoxicated, screaming profanities in the presence of Ms***'s family, and refused to calm down Both Ms***'s mother-in-law and sister-in-law were arrested for disorderly conduct There were multiple witnesses to these events, including lifeguards, PSOs, and members of park management.We have also responded to Ms***'s mother-in-law's written guest comment form in a June 7, e-mail.We will not issue a refund to Ms***

We are in receipt of the above referenced complaint, have responded to it directly, and are sending this letter to advise you of the outcome
As the complaint states, Ms*** and her family visited Kentucky Kingdom on Sunday, May 24, Although her husband is in the military and they
presented a military ID card when purchasing their tickets, they were charged the regular military discount rate of 32.95, rather than the special rate we were offering for active duty or retired military personnel and up to four other family members that weekendAlthough this offer was originally only to be good on one day (our designated Military Appreciation Day, which was Saturday, May 23), we subsequently decided to extend this special ticket price through the Sunday and Monday of Memorial Day weekend as well (May and 25)Unfortunately, the ticket seller who interacted with Ms***s family made a mistake and did not communicate to the ***s that the special ticket price was still available to them when they visited on May
Our Director of Guest Services and Group Sales, *** ***, spoke with Ms*** on June and asked that she send us a copy of the receipt for the familys admission tickets and her husbands military IDShe has done so and we have refunded the difference between the price the ***s paid (plus tax per ticket) and the special price for military personnel that we offered on Memorial Day weekendMs*** appears to be quite satisfied with this outcome and has indicated the family will return for another visit to Kentucky Kingdom this summer
*** ** ***
Assistant to the President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appearSo basically you discriminate against your hearing impaired guestsYou are a bunch of crooks and your business practices are disgustingYou have lost our business and we will never get season passes againI hope that your establishment ends up bankrupt againI will spread the word with everyone I know about this.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution satisfactory to me The business has rectified the situation I consider this complaint resolved Thank you for your time and help
Regards,
*** ***

On July 3, five(5) of the nineteen (19) attractions in Hurricane Bay were closed due to a mechanical issue in one of the pump rooms. These attraction closures were listed on the company website, at the front gate ticket booths, and at Guest Services at park opening (11:a.m.).
Hurricane Bay remained open and all other rides and attractions were available. It is stated on all tickets and at the front gate ticket booths that the purchase is non-refundableWe have ongoing training in guest relations for our team members and are sorry that Ms*** was disappointed. Our goal is to provide excellent guest service and of course keep all attractions open for all our guests

On June 24, 2017 the Assistant to our Rides Manager spoke with [redacted] and his wife at the front gate.  They explained their dissatisfaction with our ride closing procedures at “Eye of the Storm” and stated they had videotaped the entire interaction.  Our staff person requested that the...

guests send her a copy of the video, which has not been received, and apologized for their experience.   [redacted] also submitted a guest comment form to Kentucky Kingdom on June 24th.  He received an e-mail response from us on June 25th and replied that it was “not an acceptable response.”  We e-mailed a second apology on June 25th, after which [redacted] informed us that “we will make sure to post everything on social media.”   Our policy, posted on our website, park signs, and season passes, is that admission is non-refundable.  We are sorry that [redacted] is displeased with his experience, but are not refunding his season pass purchase.  His season passes may be used the remainder of our 2017 season and are valid through October 1, 2017.

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 belowI fully understand that rules are necessary to protect everyone, however this was an honest mistake. The phone would not fit in her shorts pocket and she kept it out. We have discussed this with her and she understand now. Would it not be possible to reinstate her pass, this was not an intentional incident of rule breaking. Also, I understand that you have audio recording that discuss phone policy; do you assume that all of your guests have full hearing? Have you not considered people who are hearing impaired are they not allowed to use your park? We are a family of 5, and we purchase passes each year for our family. To not reinstate her pass would mean that none of us would be able to go to Kentucky Kingdom or we would have to leave her at home. I feel like this is unreasonable. Why has no one bothered to return our phone calls about this incident? [redacted] was told by your staff that this was appealavle-was that a lie?
Regards,
[redacted]

We are sorry that you are not satisfied with our actions regarding your daughter's violation of our posted "loose articles" policy.  Although your daughter told our Public Safety Officer that she heard the audio announcement and decided not to store her phone (or leave it with a non-rider), she still had it out during her coaster ride.  Had the phone accidentally fallen from her hand, it could have seriously injured anyone on or near the ride.  In fact, King's Island in Ohio charges riders who violate their loose articles rules with a misdemeanor.  Our rules are posted on signs, online at our website, listed in our park map, and played on audio recordings.  Guests who are hearing or vision impaired are able to perceive our rules in a variety of ways.We regret that your daughter made a mistake, but we cannot jeopardize the well-being of other guests.

PLEASE SEE ATTACHMENT FOR ORIGINAL RESPONSE.We are in receipt of your Complaint to the Revdex.com concerning your visit to Kentucky Kingdom and Hurricane Bay on Sunday, September 4, 2016. We did have to close several of the water attractions at about 3:30 that afternoon due to biohazard...

issues caused by a couple of guests (one at our Big Surf wave pool and one at Castaway Creek, our lazy river, which also caused the Mt. Slide Hai slide Complex to be closed). It's unfortunate that these guests became ill at two different locations in the water park and at almost the same time, but we cannot keep any affected water attractions open when such incidents occur. For the safety of our guests and staff, we follow all guidelines pertaining to waterborne illnesses set forth by both the Centers for Disease Control and the Louisville Metro Department of Public Health and Wellness. In such cases, therefore, We take immediate measures to close the attractions and initiate clean-up and sanitizing. Since this process can take some time and there was more than one attraction affected, we were unable to reopen the attractions before closing time for the water park that day. We regret that you and your family were unable to enjoy these attractions during your visit, but hope you understand that it was absolutely necessary for them to be closed.Concerning your complaint about the drink station you visited on the south side of the park, we regret any inconvenience you may have experienced. We are a bit puzzled by the lack of ice you apparently encountered, as we did not receive a single complaint from any other guests about a lack of ice at our drink stations that day and, in fact, had assigned extra personnel throughout that weekend to ensure that all of drink stations remained stocked with ice at all times. We do sell Kentucky Kingdom souvenir bottles at our drink stations, but it is possible we may have run through our supply at that particular location at the time you visited it. However, the souvenir bottles are available at many other locations in the park, including almost every food stand.We understand that you felt the water in our drinking fountains was too warm and we apologize for this. We do not use refrigerated fountain equipment because all of our drinking fountains are located out of doors and refrigerated units don't hold up well in harsh winter weather. In very hot weather, ground temperatures increase and this in turn can cause the water in our drinking fountains to become lukewarm. We do, however, offer our guests complimentary Cups of ice Cold water at any of Our food stands.We hope you will return to Kentucky Kingdom next season and would like to offer you and your family free drinks on your next visit. If you will contact me or our Guest Services Manager, [redacted], in advance of your visit, we'll ensure that wristbands entitling you and your family to free soft drinks throughout the day will be waiting at our guest services Center for you to pick up when you arrive.We look forward to hosting you again and hope your next visit will prove more enjoyable.Yours truly,[redacted]Assistant to the President

We apologize for the miscommunication from our Guest Services Department.  We are happy to refund the amount of the third season pass to Mr. [redacted] and have attached the processed credit receipt (which has also been e-mailed to Mr. [redacted]).  Thank you.

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.
I did not curse at them. I was told my son was a thief and everything. After being called a [redacted] I then askbto speak to the vp and she refused. They told me they dont offer warnings for anything so that again is a lie. I feel they arw scaming peiple and taking there money. I  never  received  a call back from the vp concerning my complaint. I feel they should have to replace my money or give him a second chance. They also need to check on there employees and quit taking up for them when they were not there because she did curse at me and that's why I asked to speak to a manager which she told me none was there.
Regards,
[redacted]

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.This business is lying. I saw 1 sign that listed the 5 rides out of order. However, it DID NOT include the Hurricane Bay wave pool (which is the main attraction- we traveled over 4 hours specifically for this attraction). I arrived at 1245 pm. And the wave pool was NOT listed AT ALL!  Had I been properly informed about ALL closures, I would have NEVER purchased admission tickets, then I wouldn't have a need for a refund.  They ruined a once in a lifetime 11 year old's birthday experience. They sold admission tickets knowing the bay was inoperable if they're alleging it was closed since 11 am. That is a deceptive business practice. I want a refund.
Regards,
[redacted]

We are in receipt of your complaint to the Revdex.com concerning the price of tickets to Kentucky Kingdom and Hurricane Bay. Unfortunately, our receipt of the letter was delayed somewhat because it was held at the Kentucky Expo Center, rather than being delivered directly to the...

park.First, we want to make you aware that we offer various discount ticket options, all of which are available to you and two of which beat or match the price for the out-of-state ticket, albeit for a one-day visit. If you put together a group (minimum of 15 people, but with a family of 7, you're halfway there!), you can purchase tickets for only $28.95 per person in advance on our website (please note that these tickets must be booked for a specific date) or for only $29.95 per person when your group arrives at the park. Alternatively, youmay purchase tickets at any Kroger store in the Louisville or Lexington area for only $39.95 or you may buytickets on the Kentucky Kingdom website for $44.95. If you'd like more information about any of thesediscount ticket offers, please contact us at 502/813–8200.As for the $29.95 two-day ticket offered to residents from out of state (and outside the five southern Indiana counties that are part of the Louisville metro area), we are obligated to reach out to other states to draw in new visitors, as stipulated by the terms of our agreement with the state of Kentucky. The agreement requires that we draw 25% of our visitors from out of state if we are to remain eligible for the tax credits we receive (over the course of a ten-year period) from the Kentucky Tourism Development Finance Authority. These tax credits are an important part of our capital plan. They allow us to add great new rides and attractions and make other improvements in the park each year, keeping it fresh and exciting for our guests. It also allows us to offer a very low price for a season pass, which is much appreciated by Kentucky residents, whether in Louisville or elsewhere in the state.Keep in mind that out-of-state visitors often make a long drive to visit Kentucky Kingdom and often have to book an overnight stay in a hotel. The cost for them to visit Kentucky Kingdom (gas, food, hotel) is therefore generally a good bit higher than for Kentucky residents.Kentucky Kingdom very much appreciates its many loyal customers. For this reason, we offered a season pass price of only $59.95 from last September through June 7, 2016. This price is only $10.00 higher than our regular general admission price of $49.95. With a season pass, you can visit the park as many times as you like during the season and you also receive free parking (normally $8.00), soft drinks for only $1.00 all season long, and a 20% discount on all food and other purchases you make inside the park. If you check season pass prices to other theme parks, whether in this region or anywhere in the country, you'll see that our $59.95 price for a season pass is significantly below all others.We hope you and your family will take advantage of one of our discount ticket offers and come visit us this this summer.Yours truly.[redacted]Assistant to the President

[redacted] had her phone out on a ride, which is contrary to our posted ride rules because it is dangerous to both riders and passersby.  Riders are advised via an audio safety message to secure loose items in a locker, or leave them with a non-rider, before enjoying the...

attraction.  Our rides also have bins at the loading station for guest convenience.  Numerous signs reminding guests of this policy are posted at the front gate, throughout the park, and set forth on our park map and website.  [redacted] confirmed to our Public Safety Officer that she heard the rules and just didn’t listen to them.   [redacted] was apparently unattended by a guardian or parent at Kentucky Kingdom.  The parent pickup area is across the esplanade from our front gates.   Kentucky Kingdom will not reinstate nor refund the cost of [redacted]’s season pass.