Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:22/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July ******* we went my 2 ********s and myself to calypso.I hold a gold pass, one of my ******** has the seasonal pass and I paid ***** (50%) for my other ******** as this comes with the gold pass privileges.There are some rides at Calypso more than 2 people can go. We did a huge line up and when we reached there.l, we have been told that there is a minimum person requirement for 4 people. There was no indications in the instruction sign before we go nor in the website that there is a minimum person requirement requirement for people. Only maximum allowed persons is indicated. I am requesting a full refund for my ******** ticket and the parking ticket as we came specifically for these rides. If that was mentioned we could have waited until the next day to have my 3rd ******** with us to complete the allowed persons. We did not enjoy at all the day. My 2 kids used the 2 persons other ride and I stayed doing nothing. The missing info really ruined the day. I went to the customer service biut all Ive been told, apology for your situation but we can do nothing. Please look into my complaint and let me know the outcome as this is a real scam for me.

  Business Response

  Date: 23/07/2025

  Hi, I believe this guest is referring to either the Boomerango or Canyon Rafting attractions. Most visitors using this tower are not in groups of four to six, but more often in pairs or three people, they then get  matched with other guests at the top of the tower to form a group before going down the slide. The maximum of six people per raft exists for this exact reason, to allow individuals or smaller groups to be safely paired with others.
  This situation does not qualify for a refund.

  Customer Answer

  Date: 23/07/2025

  Complaint: 23637995
  
  I am rejecting this response because: 

  life guard tried to find other people so we can qualify to use the rides and she didnt find any. We have been told to not come back again as she will not let us to use the ride or do any exception. 

  
  
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 23/07/2025

  We have followed up with our head lifeguards and the staff who were stationed at the top of the tower on July 22. After reviewing with the team, no one could recall an incident matching the description you provided. Please note that sending a guest back down the tower on foot is never a procedure that is recommended by our aquatic staff.

  Its unfortunate that you didnt experience our rivers or body slides during your visit. Calypso is the largest waterpark in the country, featuring 35 waterslides, two beautiful lazy rivers, and the biggest wave pool in ******. Theres truly so much to enjoy.

  After reviewing the details with our aquatic team, unfortunately, were unable to proceed with a refund.

• Initial Complaint

  Date:05/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 4 day passes on sale for Calypso on Aug 22 2024 ($186.76). These were used Aug 24 2024. I misread and thought they could be used multiple days between day of purchase and end of season Sept 2 2024. When if fact they were good for one use between the date of purchase and the end of the season. Normally you have to specify the date they will be used at time of purchase. After talking with my kids and confirming they would go for at least three times I purchased a seasons parking pass as I ran out the door Saturday morning costing $69.29. It does state that there are no transfers, refunds etc and I am not disputing that. I just feel that the seasons parking pass was purchased based on my misreading/misunderstanding of the type of ticket I had purchased. I had to save to be able to take 3 of my kids and can't afford this mistake and it was an honest mistake. I called and left a message and sent an email the moment I got home and didn't hear anything back so I called and spoke with agent when the office opened monday. I didn't get anywhere with that and asked to speak to a manager and all I got was "it's policy" and that I was welcome to purchase more tickets to come again or to pass the pass on for someone else to use. I can't afford to buy more tickets and I don't know anyone else going and there were only 7 or 8 days left to the season when I spoke with someone. The last option which she told me she wasn't telling me to do was to call my credit card company and say it wasn't a legitimate charge. The manager did say she would pass my complaint on but she would not cc me on the email so I have no way to confirm if my complaint was truly passed on. I'm not trying to get out of using the tickets as we did use them but I was hoping for a refund for the equivalent of two days of parking which is 40+tx I mistakenly purchased. The parking pass is 20+tx when purchased on site and the season parking pass is $59.99+tx+a convenience fee.

  Business Response

  Date: 06/09/2024

  Hi, Her admission tickets and parking ticket have been used at the park on august 24, 2024; there we will not be any refund. 

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased tickets for Calypso on June 26th/2024 for July 2nd/2024. We were about 5 minutes from arriving there when we were told by a store attendant close to the park that the park had just closed down for the day. We did not receive any notification via email or a phone call. Since this was out of our control, I am simply asking for a full refund since the services we purchased were not provided. I have been trying to reach them via email and phone calls, but am having difficulty reaching them. They apparently say they do not issue refunds, but that we can use the tickets another day. I do not want the tickets for another day and want a refund.

  Business Response

  Date: 05/07/2024

  We will definitely refund your tickets, just send an email to ************************************ we either refund or make your tickets valid for any other day of the season. No worries. If you already send an email, we will get to it, we were just overwhelmed with emails and phone calls.

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased seasons passes at Calypso for the 2024 season. We went on June 18 for the first time and while there they had 11 slides closed and exposed electrical. We left the park and I wrote to them. The merchant responded by email the first time we had issues and said they would correct them. We went to go July 2 and at 9:45 they announced the park would be closed 15 minutes before opening. We had already run all the way to their location. I tried calling them when we got home and the line disconnected after 23 minutes on hold. I called back later in the day and spoke with ******* who indicated despite my safety concerns she could not refund me. I let her know I would be reaching out to my credit card which she encouraged me to do. I also indicated I would be filing a BBB complaint.

  Business Response

  Date: 05/07/2024

  In pre-season, during the first week of operation, some life guards are still in school and we end up a bit short therefore, some attractions open on an hourly rotation basis, attractions are not closed, customers have the opportunity to go on every ride. This is normal during the first week of opening and it is always advertised on our website to let people know in advance. 

  As for June 2nd, yes, for the first time since Calypso's opening in 2010, we had to close for the day due to a technical issue. Calypso reopened the next day. We take the safety of our guests very seriously, and we follow a very stick safety measures. 

  Most people appreciate and thank us to operate Calypso with such high safety standards.

   

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21933810
  
  I am rejecting this response because, such high safety standards what a joke!  You have exposed electrical, slides with missing pieces, lights that dont function, bells that dont work before waves start, staff that dont pay attention, bends in the metal by your racings slides that support the whole structure, water that often times looks unclean/smells and a previous large fine from TSSA.  What a joke, safety standards!
  
  Sincerely,
  
  *****************

  Business Response

  Date: 28/07/2024

  Hi, this customer has been enjoying ********************** 4 times since opening, once a week since the last week of June including 2 days ago. I would like to specify that we are regulated by many government authorities and we are inspected regularly. Calypso is a very safe waterpark and we will not refund his season pass.

• Initial Complaint

  Date:21/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid for a season's parking pass ***** + taxes . When i went today I paid in the automatic machine ***** I should have scan my bar code which I didn't have with me they used to do this you pay for the first parking then they reimburse you! but i just went to a machine and no attendant there. i just want the 22 dollars taken out of my credit card. they refused to do this! its not fair! I want Justice happening with Calypso not very happy with this. Thank you,*************************

  Business Response

  Date: 05/07/2024

  You can send an email to ************************************ for a solution to your issue.

• Initial Complaint

  Date:25/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ***** ***** *******, Journalist and Citizen of this Country, even though they tell me that this is not my country.
  On Thursday, July 20, I arrived at Calypso with my daughter and my grandchildren. I have been doing the same for almost 8 years
  Upon arriving at Calypso, I went to the window to claim my season passes that I had acquired in 2020, but that due to COVID made it impossible to enjoy because I have a medical condition that prevented me from being in public places.
  On July 9, 2021, I sent an email to the offices explaining what would happen to my season passes due to COVID
  of which they responded to me on July 10 informing me that they would be transferred for the year 2022
  
  ATTACHED A COPY OF THAT MAIL
  
  On June 15, 2022, I contacted Calypso by phone to explain that my health is very difficult (I was diagnosed with Cancer) and it was impossible for me to go to Calypso.
  
  I was on the phone for more than an hour talking, they informed me that as long as I kept my codes and that no one used them, there was no problem that I would use them for the following year (2023).
  
  I was never informed that I was losing my money or the right to have my season passes I was NEVER TOLD THAT
  On August 2, 2022, I entered the hospital for a very delicate surgery on my disease.
  I never lost faith that I was going to recover
  
  I want to clarify that for the summer of 2022, Canada still maintained COVID restrictions, and everything was still semi-closed, the Minister of Health together with the Prime Minister of Canada, were clear and blunt, that we were not obliged to be in public places or face-to-face work, and those of us with health conditions could not oblige us.
  
  attached screenshot of the call that was made that day to Calypso
  atached doctor's medical disability due to my surgery
  
  I have never had a problem with Calypso, we have always been enjoying the park every year.
  
  But what happened on Thursday, July 20, 2023 is inexcusable.
  
  I went to the window to claim my season passes, the young man who attended me did not know what to do and called the Supervisor ****, who made fun of me for not pronouncing English well.
  
  I told him that I did not want to talk to him because of his attitude that if he could call someone else, **** called ********* (manager), we explained ****'s attitude, but she did not say anything, I tried to explain to them that I had spoken with a supervisor in JUNE 2022, but she did not listen to me.
  Seeing this, my DAUGHTER, who speaks perfect English, told them that what they were doing was discrimination.
  *********, with an arrogant attitude, told us that she couldn't do anything and that we should send an email to Calypso to have a solution to our problem.
  At that moment we made the decision to buy the season passes for the children again, we had lost almost an hour at a very high temperature for the children.
  When we bought the season passes they never told us THERE IS NO REFUND,
  There the manager *********, **** and another supervisor laughed at us and told us that if we didn't leave they were going to call the police.
  They humiliated us, they made fun of us, they yelled at us, they discriminated against us and all this in front of 3 children, my grandchildren.
  they called security for claiming our rights. The security man told them to stop laughing, he witnesses them making fun of us.
  The security man called the general manager, my daughter explained what had happened, my daughter also explained to the manager that she was having an anxiety attack and THE MANAGER TOLD HER THAT NOAH WAS HER PROBLEM, that if my daughter had a MENTAL ILLNESS it was her problem, I as a mother explained to the manager that it is frustrating to be treated like this, and I clarified that it is true what they say THIS IS NOT OUR COUNTRY, but what We don't have another country to go to.
  
  Note: I have videos and photos if you need them
  blessings

  Business Response

  Date: 26/07/2023

  Hi, this customer purchased a season pass from a third party in 2019 for our 2020 season. Because we didn't open in 2020 we accepted all season passes to be used in 2021 or 2022 which ever season customers preferred. We also offered refunds as long as the request was made before the set deadline. We posted this information on our website and with a mass email to all our season pass holders. We no longer accept 2020 season passes and we have been more than fair to all our customers. This person has been informed by a Director in person and by email that the next time she wants to come to the Calypso Waterpark, she will need a valid day ticket or a valid season pass. 

  Customer Answer

  Date: 26/07/2023

  
  
  Complaint: 20372856
  
  
  
  I am rejecting this response because:

  I never received a notification
  
  neither refund nor transfer my passes
  
  the call I had on June 15, 2022, the woman who answered me, she told me that she could use my passes for 2023 BECAUSE she COULD NOT TRANSFER THEM OR RETURN MONEY,
  
  Today they contradict themselves
  
  I did not use the passes, they are stealing my money and for claiming my rights they insulted me they discriminated against me and sent me to go to my country
  
  I never received an email, it was not my responsibility to be checking a website
  
  I NEVER RECEIVED A NOTIFICATION THAT I HAD TO USE THE PASSES

  
  
  
  
  Sincerely,
  
  
  
  ***** ***** *******

• Initial Complaint

  Date:20/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I purchased a season pass for 4 persons last Friday July 14 . One pass is for my daughter and I forgot to read the 1M height.she is still below 1 meter and when we went to Calypso last weekend they said she is still free..How can I get the money back for the one pass..Please help me..I want a refund for this since we will not be using it

  Business Response

  Date: 21/07/2023

  HI, 

  All season pass purchases are non refundable, this is well indicated during your purchase and at the end of your transaction before check out. However we are happy to add the value of your child's pass on an EZ Band with a RFID chip so you can use this amount of money to spend in the park, for meals, at our gift shop, for an ice cream...

  Keep in mind that if your child grows during the season and ends up passing the 1 m mark, you will have to purchase a season pass or day ticket for your child to access the park.

   

  Management

• Initial Complaint

  Date:02/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our family of 4 visited Calypso Water Park on July 26, 2022. As we entered the parking lot, we chose to purchase the day passes online to avoid any lineups. We quickly realized we had purchased season passes by mistake. Within minutes of our purchase, we were at the ticket booth explaining our mistake. We are from out of province and season passes would be no use to us. We were quickly told they would not modify the purchase to daily passes. No manager would speak with us. On repeated requests throughout the day, no manager would come out to talk to us.
  
  When I went back to the website, I quickly realized the website is designed to promote this mistake. The site asks which date you want passes for and the next screen then defaults to season passes. While I’m sure it’s by design, this is very deceptive.
  
  I’ve sent multiple emails and Calypso has made no attempt to resolve this issue..
  
  I’m not asking for a full refund- I just want to be credited the difference from a day pass and season pass (approximately $50 per person * 4 = $200).

  Business Response

  Date: 03/05/2023

  Hi, On Calypso's online platform, it is well indicated at check out for customers to review their purchase, after reviewing they can then proceed to placing their order. This is to avoid any mistake because our online tickets are none refundable. We are in no way trying to catch people making mistakes in their purchases.

  Customer Answer

  Date: 03/05/2023

   
  
  Complaint: 20007909
  
  
  
  I am rejecting this response because:
  
  1- the website is misleading - why would someone be asked to select the date you want to purchase the ticket for and then default it to a season pass?

  2- the error was identified immediately and I was at the ticket booth within minutes to correct it.

  3- the Consumer Protection Act allows up to 10 days to refund a service that has not been used. 
  

  This is not customer service. 
  
  
  Sincerely,
  
  ******* *****
  
  

• Initial Complaint

  Date:02/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I hope this message finds you well. I purchased on December 2022 a season pass for four people. The problem is one of the tickets is for my daughter, who is three years old and her height is not over 1 meter.
  I just wanted to know if I can refund that ticket since we will not use it.
  Regards

  Business Response

  Date: 02/05/2023

  Hi, We will measure her at the beginning of the season, or once our ticket booths open at the beginning of June, and if she is under 1 m, we will be happy to refund her season pass.

• Initial Complaint

  Date:21/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My sister and I purchased season passes with every intention of using the water park this summer. Things took a turn for the worst within our family, and my sister and I become primary caregivers for 2 family members, rendering us unable to attend as both my family members are immunocompromised and vulnerable, and needed almost 24 hour care. It took me 2 months to receive a definitive answer which was that we will not be refunded. The person writing the emails is one of the rudest, most unprofessional and condescending individual I’ve ever dealt with. I’ve never been met with such a lack of empathy in my life, especially after dealing with a pandemic the last 2 years which is enough to justify our reasoning for not attending a crowded place. Of all the many times I called, I got through to an assistant manager (***** or *****) once who confirmed that they do indeed process refunds on Thursday’s and that my situation would be one of those special exceptions. So on top of providing me false information by saying that they’ve given me a final answer, the horrible person responding to emails lied about their refund policy. Calypso would not let me transfer my passes to a family who would’ve loved to take advantage of season passes, instead they like to deny people their money back in difficult situations. I was not going to attend the waterpark at all, because I will not put my family at risk for anything while they are in my care. It took me 8 weeks to finally get the answer I did not agree with nor want. After asking for a member of management to reach out to me personally to further discuss, the person wiring the email asked me to not contact Calypso again. I have no other resources to reach out to for help. We’re not talking about pocket change, it’s 180$ that our family could really use. Calypso makes that much within 2 seconds of opening their doors. We feel like we are being punished and treated unfairly. We just want our money back for services we didn’t use!!!

  Business Response

  Date: 30/09/2022

  Hi,

  This customer like all customers are made aware prior to purchasing online of our no refund, no transfer policy. This customer was aware and by proceeding accepted those conditions.

  Calypso management
  

  Customer Answer

  Date: 30/09/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because: this response is the exact way I’ve been treated throughout this whole process, with a lack of empathy and understanding towards my situation. I acknowledge the policy calypso has and when I purchased the tickets, I was not in the situation I found myself in a few weeks after the purchase. I had no intention in mind to purchase season passes just to get a  refund. We had every intention of attending the waterpark multiple times with family and friends hence why we purchased season passes but life hits you with unforeseen events and here we are. The fact that calypso is holding this stance towards our situation is of the most unprofessional and disrespectful standard I have ever seen. We even had a few couples ready to take over our tickets to avoid any further conflicts but calypso has refused any resolution. 180$ would go a long way for us and we just want our money back.
  
  
  
  Sincerely,
  
  
  
  *****