Let's begin with the fact that the park has a rule about not bringing food into the facility.
With regard to those with a Peanut Allergy, the website states "Many of our products contain or may come into contact with common allergens including WHEAT, PEANUTS, SOY, TREE NUTS, MILK, EGGS, FISH, SHELLFISH AND OTHERS. If you adhere to a specific dietary regimen or have food allergies, please speak to a Chef or Food and Beverage Supervisor/Manager for guidance and recommendations. Our supervisory staff will be happy to provide manufacturer ingredient lists upon request." More specifically under "Locations using Peanut Oil and/or Locations using Peanuts/Tree Nuts: Cinnabon and Normas Funnel Cakes." Prior to our visit, I called the number provided several times and never received an answer. I asked the park employee taking money for parking and was told to look online or asked at Guest Services. After waiting in a line to go through a metal detector, then a line for to have my backed checked, then a line for tickets, then a line at Guest Services to fix the error the park employee made on my ticket purchase, then Kathy (after she had a higher level Park Manager make the first correct) informed me she would "take care of it" when I informed her that only 2 of my three tickets were corrected. After waiting again, Kathy charged me...apparently "I'll take care of it" meant "I'll do this correction" rather than I won't charge you due to all the issues you have had. In addition, she was not able to answer the Nut allergy question either. She informed me that there was one dining location in WOF (we were entering OOF) that could provide the information. Then I was provided a pamphlet that had allergy information for everything BUT peanuts. I'm not done. Then we were sent to wait in a line to enter the park. THEN we were sent to wait in a line at another location to obtain our Fast Passes. Oh and there was no Park employee paying attention to the fact that there was a long line and nobody working the Fast Pass register. I had to step out of line and go into the store to find a manager to assist all the guests. Unfortunately, she was not able to assist with the allergy information. We went to a Pizza/Hot Dog place and (after waiting) was informed that there is peanut oil used throughout both parks. We were limited to salads...for a child! So after $525+ and an hour of lines later to enter the park, we can't bring food in and can't really feed a child with a peanut allergy. Yes, we can take the extra time to leave the park and walk to the car and walk back in, but is that really fair? It's hard enough to be a child with a nut allergy, let alone be the reason a group can't stay in a park. For over $500 I would expect significantly better accommodations. During the day 5 park employees told me to, "check the website" for nut allergy information. That response is not acceptable. ALL PARK EMPLOYEES SHOULD BE ABLE TO PROPERLY/CORRECTLY ANSWER A MEDICAL QUESTION. The parks need to make better accommodations or permit food in the parks on some level.
I received your letter 11/21/Please know that our October Bring-A-Friend ticket was limited to Fridays and Sundays onlyIt is protected benefit for our Gold & Platinum passholders and the details are clear in the siteIn order for someone to purchase that ticket, two things have to happen: the guests must have an valid Gold or Platinum pass, and they have to accurately input the digit pass number If the guest makes a mistake on the digit number, the guest would have been unable to make the ticket purchase We spoke with Ms [redacted] on Monday 12/4/We apologized for inconvenience and resolved this issue If you have additional questions, please feel free to reach out to me directBest Wishes,Hollye G***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
I received your letter 11/21/17. Please know that our October Bring-A-Friend ticket was limited to Fridays and Sundays only. It is protected benefit for our Gold & Platinum passholders and the details are clear in the site. In order for someone to purchase that ticket, two things have...
to happen: the guests must have an valid Gold or Platinum pass, and they have to accurately input the 20 digit pass number. If the guest makes a mistake on the 20 digit number, the guest would have been unable to make the ticket purchase. We spoke with Ms. [redacted] on Monday 12/4/17. We apologized for inconvenience and resolved this issue. If you have additional questions, please feel free to reach out to me direct. Best Wishes,Hollye G[redacted]
With regard to those with a Peanut Allergy, the website states "Many of our products contain or may come into contact with common allergens including WHEAT, PEANUTS, SOY, TREE NUTS, MILK, EGGS, FISH, SHELLFISH AND OTHERS. If you adhere to a specific dietary regimen or have food allergies, please speak to a Chef or Food and Beverage Supervisor/Manager for guidance and recommendations. Our supervisory staff will be happy to provide manufacturer ingredient lists upon request." More specifically under "Locations using Peanut Oil and/or Locations using Peanuts/Tree Nuts: Cinnabon and Normas Funnel Cakes." Prior to our visit, I called the number provided several times and never received an answer. I asked the park employee taking money for parking and was told to look online or asked at Guest Services. After waiting in a line to go through a metal detector, then a line for to have my backed checked, then a line for tickets, then a line at Guest Services to fix the error the park employee made on my ticket purchase, then Kathy (after she had a higher level Park Manager make the first correct) informed me she would "take care of it" when I informed her that only 2 of my three tickets were corrected. After waiting again, Kathy charged me...apparently "I'll take care of it" meant "I'll do this correction" rather than I won't charge you due to all the issues you have had. In addition, she was not able to answer the Nut allergy question either. She informed me that there was one dining location in WOF (we were entering OOF) that could provide the information. Then I was provided a pamphlet that had allergy information for everything BUT peanuts. I'm not done. Then we were sent to wait in a line to enter the park. THEN we were sent to wait in a line at another location to obtain our Fast Passes. Oh and there was no Park employee paying attention to the fact that there was a long line and nobody working the Fast Pass register. I had to step out of line and go into the store to find a manager to assist all the guests. Unfortunately, she was not able to assist with the allergy information. We went to a Pizza/Hot Dog place and (after waiting) was informed that there is peanut oil used throughout both parks. We were limited to salads...for a child! So after $525+ and an hour of lines later to enter the park, we can't bring food in and can't really feed a child with a peanut allergy. Yes, we can take the extra time to leave the park and walk to the car and walk back in, but is that really fair? It's hard enough to be a child with a nut allergy, let alone be the reason a group can't stay in a park. For over $500 I would expect significantly better accommodations. During the day 5 park employees told me to, "check the website" for nut allergy information. That response is not acceptable. ALL PARK EMPLOYEES SHOULD BE ABLE TO PROPERLY/CORRECTLY ANSWER A MEDICAL QUESTION. The parks need to make better accommodations or permit food in the parks on some level.
I received your letter 11/21/Please know that our October Bring-A-Friend ticket was limited to Fridays and Sundays onlyIt is protected benefit for our Gold & Platinum passholders and the details are clear in the siteIn order for someone to purchase that ticket, two things have to happen: the guests must have an valid Gold or Platinum pass, and they have to accurately input the digit pass number If the guest makes a mistake on the digit number, the guest would have been unable to make the ticket purchase We spoke with Ms [redacted] on Monday 12/4/We apologized for inconvenience and resolved this issue If you have additional questions, please feel free to reach out to me directBest Wishes,Hollye G***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Please see attached.
I received your letter 11/21/17. Please know that our October Bring-A-Friend ticket was limited to Fridays and Sundays only. It is protected benefit for our Gold & Platinum passholders and the details are clear in the site. In order for someone to purchase that ticket, two things have...
to happen: the guests must have an valid Gold or Platinum pass, and they have to accurately input the 20 digit pass number. If the guest makes a mistake on the 20 digit number, the guest would have been unable to make the ticket purchase. We spoke with Ms. [redacted] on Monday 12/4/17. We apologized for inconvenience and resolved this issue. If you have additional questions, please feel free to reach out to me direct. Best Wishes,Hollye G[redacted]