Splash Lagoon Indoor Water Park Resort

Dear Revdex.com representative,
I received the letter regarding the guest's concerns from her visit (ID [redacted]). Some of her concerns are valid, like our bathing suit spinner was out of order for a short time, and we don't have as many lounge chairs as we did a few years ago.
Also, we did...

discontinue our complimentary pool towel program, but that information has been added to our website, confirmation letters, and guest conversations with overnight guests to set the expectation prior to their visit.
The feedback regarding the cleanliness of the park, and the description of the discussion with our manager while on site are unfortunately incorrect. We take pride in offering a clean, safe, and guest friendly waterpark experience to our guests.
I spoke with the Hotel GM, and the guest was already refunded $60 of the hotel portion stay through the hotel's corporate office. I will match that $60 for the waterpark portion of the package if the credit card number can be provided to us again (our system does not store the card number here at the waterpark).
Please let me know how this refund can be handled.
Sincerely,
[redacted]
Director of Operations, Splash Lagoon

Review: This was my third trip to the Holiday Inn Express/Splash lagoon water Park. I have recommended it to many families. I won't be doing that anymore. The conditions of the splash park have become deplorable. The green algae is rapid throughout the entire park. The once beautiful blue lazy river is now a green snake. The hot tub has a 3 inch ring of algae on the walls. The general ascetics of the park have not been serviced and it is very apparent the park is falling apart. I saw the out of order sign more times than I care to mention. The staff in the water park which was once caring and attentive are now nothing more than drones completing a task. The lounge chairs that were available for parents to sit and relax while they watch their children enjoy the park are gone. Bathing suit spinners out of order so not only do you have to put on your wet bathing suit from the previous day, but you have to also use your wet towel which you have to bring with you because the nice warm clean towels are no longer supplied by the park. The Hotel staffs at the holiday inn express were very pleasant. The room was adequate to poor with the exception of the sleeper sofa which had a urine stained mattress which consisted of springs with a cover. The carpets were wet and had a musty smell. I contacted a splash lagoon representative who was rude. Told me the water was clean and asked "what do you want more passes" I told her no I did not want to return to what she considered clean. I informed her I would have to contact the Revdex.com she said "Go ahead" and hung up the phone.Desired Settlement: Refund of Holiday Inn express room (attached to park) and splash lagoon passes confirmation #[redacted]

Business

Response:

Dear Revdex.com representative,

Review: Upon visiting the water splash lagoon indoor water park on Saturday April 19, 2014, I purchased a pair of water shoes for me and my son. After purchasing my shoes I went into the water park and purchased me and my sons tickets to enjoy the day with him. I brought the water shoes for me and my son so that we would not have to walk around on the bare floors of the establishment. When entering in on our first water ride a female attendant explained that we should leave our shoes with her and at the end of the ride we can come back to get them from next to her! So we did! I returned and she gave my shoes to someone else leaving but not my sons shoes. She then stated that o someone left some shoes over on the otherside, they may have made a mistake and taken yours. I said no, you gave them mine and they left theirs over there. I then took their shoes to the front desk explaining to them what has taken place. The manager then explained to me that she would look to see if soneone else has left them in another location because of the mix up and she would contact me in the park to let me know. I returned to the service desk about an hour and a half later, another employee explained to me that the director Carrie has left. I then ask well why didnt she contact me about the issue before leaving and I do not have a pair of dhoes to walk out of here in. They acted as if they didnt care and offered me someone elses shoes to walk out in. After not excepting them they asked me if I wanted a pair of 4 dollar flip flops and I said "no" showing them the receipt of the shoes I just brought no more than two hours ago. They then stated well we are not giving you our water shoes that are equal to the ones you didnt buy from us. I stood there goung back and fourth with these people with no resolution. Me and my family have visited this establishment for years but yesterday was our last.Desired Settlement: I would like me and my sons park entering refunded of $35 dollars a piece and a $10 dollar refund for my shoes.

Business

Response:

To whom it may concern,

Review: We went as a family over Xmas from the dec.23 to the 26th to the Splas Lagoon in Erie pa. We left on Dec 26th at 12pm to drive home Drove strait home about 9pm. my husband started throwing up violently and had diarreaha and stomach cramps this went on until 5am fri. Then I started getting diarreaha and cramps on fri. around fri 11am until 8pm.At that time my son woke up at mighnite on sat. and was throwing up and had diarreaha and a temp of 100.6 until sun. at 5pm. Looked on Splash Lagoon Indoor Water Park Resort tripadvisor to see if anyone else had the same experience there and there was one on there. This family visited the park on MAY 2013 with the same symptoms.Desired Settlement: refund

Business

Response:

Review: I checked online reservations just a couple of days ago and the price to stay at the econo lodge was 318.00 now they changed their price to 458.00 so I called in to complain about this change in price and the lady informed me their prices change all the time but nowhere on their web site does it say prices are subject to change. Do they have to have it on their website that their prices are subject to change??Desired Settlement: I want to stay at the econo lodge this weekend for the price that was on the website just 3 days ago