Troser Recreation Properties LLC Reviews (3)
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am writing in response to complaint #[redacted]. Ms. [redacted] and her family visited Roseland Waterpark on July 31st, they entered the park at 10:46 am confirmed by a [redacted] credit card transaction, and remained in the park until after 4:40pm, when the last credit card transaction was recorded.
interviewed our Admissions staff on duty July 31st to determine if they recalled a conversation or any type of disagreement with a guest regarding the height of their child, and our staff did not recall any conversations with guests in regards to height restrictions that day. The height marker is on the front window, clearly visible by our guests and staff.
In regards to the operating schedule for our Adventure River, the river opens one hour after the park opens, which has been our practice for my entire tenure at the park, more than 8 years.
Ms. [redacted] referenced the closure of our Splash Factory due to a guest “accident”. The NYS Health Code requires that we close down the attraction for 30 minutes after an “accident” in order to allow for the necessary chemical contact time to irradiate any bacteria that may be present. I assured Ms. [redacted] that these occurrences are beyond our control and our actions are taken with the utmost concern for the health and safety of our guests.
The Admissions Supervisor and I have both responded to Ms. [redacted]’s emails addressing each of her concerns and explaining the waterpark’s operations. We have also invited Ms. [redacted] and her family to return with complimentary admission tickets. Ms. [redacted] and her family visited the park for a minimum of 6 hours, not sharing any of her concerns with our admissions staff, or requesting a refund at her time of exit. We were completely unaware of her dissatisfaction until three days after her visit when we received her first email. Ms. [redacted] and her family remained in the park for approximately six hours and had full use of the park in the same manner as our other guests. I believe that offering free admission tickets to return another day this season is a generous gesture in light of the fact that her family benefited from the use of the park the entire day of July 31st.
Director of Service Operations
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