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:07/31/2023

  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.

  The business committed to provide me with four admission tickets per year, with the purchase of my Lifetime Ambassador Membership Pass. I sent the following email to customer service regarding my request and I have not received an answer. I am still looking to receive my four admission tickets for 2022.Dear *****,I'm *******************, and I have been a lifetime member of Legoland ever since my parents bought me the pass years ago.My mom and I stopped by Legoland in ******** last Sunday trying to get the tickets (2022 & 2023) for my cousins who will be visiting in the summer from ***********. It was supposed to be a simple task as my dad has done it so many times, but it took us close to an hour to get the tickets, and we were only issued 4 tickets for 2023.We also found out there was no record of me in your system! You guys couldn't find me and had to recreate the record. Maybe that's the reason we haven't received any newsletters, like before, for quite sometime. As 2022 was still during the pandemic, we were shocked to hear we were not allowed to redeem tickets for that year when we had no notice of a change in policies. It seems like this was most likely due to the transfer error of my membership information when you guys transferred to a new system. On top of that, the supervisor, *****, was very rude to my mom when she tried to ask why we couldn't get the 2022 tickets, as 2022 was still during the pandemic. The impression we got from him was that since Legoland had already collected the money for the membership, we were/are no longer valued customers. ***** was disrespectful to my mom and was not practicing good customer service in front of his own employees.We have never been treated like this before and would love to keep recommending this amusement park to our friends and family. Is there any way we can receive our 4 tickets for 2022? We respect and understand the policy change for future years to come, now that we have been made aware of it.

  Business Response

  Date: 08/02/2023

  Dear BBB,
  
  Thank you for contacting us regarding our mutual guest,********************
  
  We have taken prompt action upon receiving their case and have forwarded it to our Membership Team. Our team has reached out to **************** and successfully provided a resolution by honoring the 2022 Ambassador ******
  
  We appreciate your efforts in sharing the guest's concerns with us and allowing us the opportunity to address them.
  
  Thank you once again for your assistance.
  

  ******************************* | Guest Excellence Manager | LEGOLAND California Resort

   

• Initial Complaint

  Date:04/14/2023

  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 family were excited to visit LEGOLAND for the first time during the spring break 4/12 - 4/14/23. We booked the vacation package- hotel, legoland tickets and add-ons like premium photo package. The hotel and park were alright. As it were weekdays, the photographers were not as available as expected, and we decided to dedicate 1-2hour time before departure to do photos and prints. However, we found out the photographers were unavailable between 1:30pm to 4pm through the Photo Booth @ 2pm 4/14 and we planned to leave before 4pm. Photo ***** told us the best option was to return all premium package vouchers and call customer service ************ for a full refund, and we did. The nightmare started. We walked out of legoland and didnt realize the 1) customer service line is super confusing. ****** in still cannot find a person to talk to regarding this matter. So we stopped by the front desk @ ************ and described our situation, the manager gave us the same customer service number to call and someone walked us through how to get to the right person through the call. Another 20mins in. The first agent took my call said this was purchased with the hotel package and 2) customer service cannot help, instead we should seek help from hotel. We asked the hotel manager again, she said no refund was allowed and she needed to follow up with Photo *****. Meanwhile, the agent asked me who shared their number and put me on hole so she can follow up. Another 20mins in, 3) second agent without any knowledge of my case took over the call. I described everything again, she put me on hold for follow **** Another 20mins, 4) second agent said she can either transfer me to the hotel or write an email for me to the hotel. No other help she can provide and no other people we can talk to on her end. Another 40mins later, 5) hotel manager called and said no refund, the Photo ***** should have told me no refund as they were absolutely sure about vaccination package terms/rules.

  Business Response

  Date: 04/26/2023

  BBB, we appreciate you sharing the case of our mutual customer with us.
  
  After careful consideration, we have decided to offer a refund on the Premier Package as a goodwill gesture.
  
  Thank you for bringing this matter to our attention. 

  Sincerely, 
  *******************************
  Guest Experience Manager | LEGOLAND California Resort

• Initial Complaint

  Date:03/31/2023

  Type:Sales and Advertising 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.

  False Advertisement. They are advertising a buy 3 annual passes and get one free but it does not charge accordingly. I have called them multiple times 1) Rep 1 refused to acknowledge this promotion was still on website- i provided address and everything.2) Rep 2 confirmed they saw it but werent part of the california team so transferred me back 3) Rep 3- ******* also said he saw it but could do nothign about it.

  Business Response

  Date: 04/03/2023

  Dear BBB,
  
  Thank you for sharing case with us. We have contacted ************** and have extended the offer to honor the promotion for an in-person purchase of buy 3 annual memberships and get 1 free.
  
  We sincerely apologize for any disappointment that our mutual guest has experienced. We thank you for sharing the case with us.   
  
  Sincerely
  *******************************
  Guest Experience Manager | LEGOLAND California Resort

• Initial Complaint

  Date:01/23/2023

  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.

  Please use attached photos for your referencing. Normally I would not file a complaint regarding this matter, though when my family spends a good sum of money to stay at a resort like Legoland ************* rm. 237), where a certain pedigree is expected, it necessitated the response. The photos will show that the bed sheets are torn. Further, the phone in our room is inoperable--we had to use our phone if we had a need. And we simply cannot wait around for a tech. to come fix the phone, as we have to get into the park to spend more money, enjoy the pool, eat in the restaurant down stairs, go to the beach, meet w/ friends, etc. There are innumerable eloquent places to stay in ********* Co. It is difficult to rationalize another stay at Legoland given the negative experience we just had.

  Business Response

  Date: 01/25/2023

  Dear BBB, 

  Thank you for your email. Please be advise that case has been escalated to our ***************** who will be in contact with *************** to address the matter, and provide resolution. We thank you for sharing case with us. 

  Sincerely

  *******************************

  Guest Excellence Manager 

• Initial Complaint

  Date:01/21/2023

  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.

  We visited the Legoland Resort on Saturday, January 21. We visited two food locations within the theme park and were denied receipts for our transactions. It appears that the food and beverage department received new point of sale terminals (cash registers). In both instances we were told that the receipt printer had not yet been installed. The first purchase happened at the popcorn cart across from Granny's Apple Fries around 3:00 PM. The second purchase happened at ****************. It is my understanding that retail business in California are required to provide receipts for transactions. I don't believe these locations should have been operating if they were unable to proved a receipt. Thank you for your time to investigate this situation.

  Business Response

  Date: 01/25/2023

  Dear BBB, 

   

  Thank you the email. **************** is in contact with our Guest Experience Team, and is providing assistance with receipts. 

   

  We thank you for sharing case with us. 

   

  Sincerely, 

  ******************************* | Guest Excellence Manager 

• Initial Complaint

  Date:01/21/2023

  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.

  I cant believe I even have to report this to the BBB, as it is a SIMPLE customer service fix and no one will get back to me. I took my 6 year old to Legoland on 12/28/22. I paid for the $45 photo package not realizing that its not like ******* where you can look at your pictures later. I ended up getting photos on photo cards instead and not realizing that I was spending more money on photo cards as well as the $45 photo package that I never used. I also did not realize that my photos would DISAPPEAR off the cards in 2 hours, as ****** allows you 1 month to view things like that, so I assumed it was similar.( Traveling alone with a 6 year old, I really didnt have a moment to sit there and read the fine print on the photo card). When I returned to my hotel room, the photos were unavailable. Had they been available, I would have purchased them and THEN asked for a $45 refund on my photo package that I never used once, but the photos were never available. I returned home and and e mailed the customer service **** for photos at **********************. I received nothing back. 2 weeks later, I get an auto reply about their high call volume. I have contacted them every few days asking for an update and have heard nothing. This is the WORST customer service and not only do I feel ignored, I feel ripped off. (To add- same thing happened at Seaworld- they resolved my issue of missing photos in 1 day) I WANT MY *****S FROM MY VACATION. I WILL PURCHASE THEM AFTER I RECEIVE A REFUND FOR THE ***** PACKAGE. ITS A SIMPLE CUSTOMER SERVICE FIX. I would do it before, but I dont trust this company at all. I will never spend a dime at Legoland again, and thats a shame, because my kid loves legos.

  Business Response

  Date: 01/26/2023

  Dear BBB,
  
  We thank guest *****************************, for taking the time to share her experience with you. We can assure you that we have an individual responsibility towards ensuring the happiness and overall satisfaction of our guests experience here at LEGOLANDCalifornia Resort.
  
  We have shared guest feedback with our PomVom vendor, who has contacted guest to ensure guest receives photo package.      
  
  
  We sincerely apologize for any disappointment that our mutual guest has experienced. We thank you for sharing the case with us.    
  
  Sincerely
  *******************************
  Guest Experience Manager | LEGOLAND California Resort

• Initial Complaint

  Date:01/19/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 used the priceline.com website on 1/16/23 to book a night stay at the Legoland California hotel for an upcoming trip on 3/26/23. I immediately realized I booked the wrong night. I cancelled and received a cancel fee for the full cost of the stay.Within 24 hours, I called the hotel (per priceline.com advice) and was informed it is non-refundable. I offered to re-arrange my itinerary and use the room as originally booked - but hotel told me it was too late - I could rebook and pay a second time for the room.All of these communication took place within 24 hours of booking for a hotel stay more than 2 months in the future.I feel it is shady business practices to not allow honest website mistakes to be resolved within the day of booking - and outright fraud to charge me the full cost of the stay while not allowing me the option to use the fully paid for room.

  Business Response

  Date: 03/02/2023

  Dear BBB,
  
  We thank ****************,for taking the time to share his experience with you. We assure you that we are responsible for ensuring the happiness and overall satisfaction of our guest's experience here at LEGOLANDCalifornia Resort.
  
  The reservation was booked through Booking.com on January 15th and was canceled by the guest the following day. Mr.***********;contacted our hotel requesting a refund for his canceled reservation. Our Reservation agent explained that the reservation was non-refundable and a refund would not be processed as the reservation required full pre-payment at the time of booking. **************** then asked to keep his reservation active for March visit. Mr. ***** is informed that per the terms and conditions he agreed to when booking the reservation, all monies and stay were forfeited when cancelling the reservation. The booking was made via booking.com;therefore, a reinstatement of the booking cannot be made.

  ***************, is welcome to contact us directly by email at ***********************************. 

  We sincerely apologize for any disappointment that our mutual guest has experienced. We thank you for sharing the case with us. 

  Thank you, 

  ******************************* | Guest Excellence Manager

  Customer Answer

  Date: 03/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I also submitted a dispute with my credit card company and was awarded a refund after dispute process was resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:01/05/2023

  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.

  ****!!! The ROOM: The room we got is the Pirate Themed Traditional Suite for 1 night because we thought it would have more room based on the price paid which is $892.60. When we walked into the room We gave my nephew a bath and got him in bed at 9pm (hes only 2). By 3am he had a very bad cough and his nose was stuffy like he couldnt breathe. We got up gave him a water bottle. We figured ok maybe its from being around other children. My sister(his mother) laid him with her so she can keep an eye on him and he coughed throughout the night. We called the front desk for late check out because he had finally went back to sleep and they said oh you guys cant get late check out we dont allow it for that room This is the most expensive room in the entire hotel why would we not be able to get late check out?! She said because its a popular room and others usually book it fast so we must clean it You guys this was a Monday. I looked in the website and its not booked til Friday but she still didnt allow it! But were grateful she didnt because as we were about to shower I look up above the bath tub and theres ****!!! We were so shocked and disgusted!!! I went down to talk to management immediately! I told her we seen mold I took pictures she saw them. She sent a medic to look at you nephew and that was it No accommodations No let me shut this room down No nothing so I said ok we waited for the medic to come he checked out my nephew recognized the congestion and then he called someone to come and look at the **** after he saw it. The person came and took pictures. I was packing my nephews clothes because we had 10 minutes to get out of the hotel room since we had to be out at 11 sharp and see MORE **** on the ceiling of the kids room!!! I show the guy there and he takes pictures and said they are having housekeeping come and take care of it so you pretty much want house keeping to scrub it off and cover it up is all I heard! This took place November 7th, 2022

  Business Response

  Date: 01/07/2023

  Dear BBB,
  
  We thank Guest *******************************, for taking the time to share her experience with you.We can assure you that we have an individual responsibility towards ensuring the happiness and overall satisfaction of our guests experience here at LEGOLAND California Resort.
  
  Our **************** Team is in communication with guests and is providing an update on her open case with us (case ********).     
  
  
  We sincerely apologize for any disappointment that has experienced by our mutual customer. We thank you for sharing the case with us.    
  
  Sincerely
  *******************************
  Guest Experience Manager | LEGOLAND California Resort

  Customer Answer

  Date: 01/07/2023

  They never emailed me back after being reached out to. They are saying they have but I have yet to hear back from this company and it has been months since the situation has occurred.

  Business Response

  Date: 02/08/2023

  Dear BBB, 

  Thank you for your message, I have confirmed that our **************** Team has made contact with mutual guest via email. Please see correspondence below: 

   

  Good afternoon ******** family,
  
  Thank you for contacting us via email. My name is ******, and I am a member of the **************** Team at the LEGOLAND California Hotels. First of all, I would like to apologize for the delay in response as well as for all possible inconveniences. I was made aware of your experience and decided to reach out as soon as possible. We are glad that the manager on duty was able to assist by sending our medics to check on your nephew. The safety of our guest is always our top priority. *********************, according to our records, a member of our health and safety department team reached out to you back in November 2022. Our Health and ****************** along with me, will look into your case further. Please be assured that this case will be prioritized. We will be facilitating communication via a phone call. Feel free to provide us with a good time frame to call.
  
  

  Thank you, 

  ******************************* | Guest Excellence Manager | 

  Customer Answer

  Date: 02/08/2023

  Someone reached out to me and never replied when I reached back out to them within the same hour. I had my sister take care of it since I was busy and they stopped emailing her as well. Afternoon is probably better for me. If you cant get a hold of me at that time contact my sister because I paid for it but she made the reservation and made the complaint therefore can answer the questions as well and she is available in the mornings til noon.

• Initial Complaint

  Date:01/04/2023

  Type:Customer Service 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 had a awful experience at LEGOLAND on Dec 27th, 2022. First there was the unreasonable amount of time it took to park my vehicle (the same would have applied for drop off since the drop off point is at the end of Legoland Dr). I had to wait in a long, slow moving line of vehicles with an insufficient number of parking booths/attendants (parking should be prepaid and scannable for entry). Even though I had to wait, I still had to pay the full price for parking when I got to the parking booth. Additionally, once I was in line for parking, it was not possible to turn my vehicle around. Then, when I went to enter the amusement park, I had to wait in an excessively long security line that was clearly understaffed. This was despite LEGOLAND customer service acknowledging larger crowds for their busy Winter Break season, which means they were aware of crowds but still ill preapred to accept them. This delay made my entire day at LEGOLAND less enjoyable. I wasn't able to purchase a stroller until after I had already entered the park, so throughout the security line I was without a stroller which the park provides for rental as public accommodation. As a result of this poor experience, I requested a refund, first for everything and then just for the parking and other purchases from that day since tickets cannot be refunded. Unfortunately, I have not received a satisfactory response from LEGOLAND customer service (case # *********. Overall, the combination of the long wait to park, the understaffed and/or slow security line, and the lack of satisfactory response from customer service remain unresolved issues. They should not be accepting guests when the park is at or near capacity. And certainly not charging full price for diminished experience when full or near full capacity amusement park conditions occur, or when understaffed parking and security lines exist. I spent $190 on tickets, $25 on parking, $17 on a stroller, $79 on dining in the park, and $60 at the gift shop.

  Business Response

  Date: 01/07/2023

  Dear BBB,
  
  We thank **********************, for taking the time to share their experience with you. We can assure you that we have an individual responsibility towards ensuring the happiness and overall satisfaction of our guests experience here at LEGOLANDCalifornia Resort.
  
  We have contacted guest to future discuss the matter, and have offered recovery. 
  
  
  We sincerely apologize for any disappointment that has experienced by our mutual customer. We thank you for sharing the case with us.   

  Than you, 

  ******************************;

• Initial Complaint

  Date:01/03/2023

  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 adult daughter and I brought my 6 foster kids to Legoland on 12/29/2022. It was cold but the kids were having a wonderful time. When we entered the DOTS store, there was a sign outside of the store stating a gift of a return ticket. I asked the person working in the store about it and she said that if we purchased a ticket for that day, we could go to Customer service and receive another ticket to come another day (see attached). She stated to make sure I go early because the line does get long.
  
  When I went to the customer service office, the lady in there told me that the promotion was over and the sign should not be up. She did not honor the advertisement at all. And throughout the day, that signed remained up and I am sure I am not the only person that it was not honored for.
  
  I believe that Legoland should honor what was advertised, especially since the sign remained up all day.

  Business Response

  Date: 01/07/2023

  Dear
  BBB,
  
  We thank Mrs. ******, for taking the time to share their experience with you. We
  can assure you that we have an individual responsibility towards ensuring the
  happiness and overall satisfaction of our guests experience here at LEGOLAND®
  California Resort.
  
  We have
  contacted guest to review promotion and offered to honor the promotion.  
  
  
  We sincerely
  apologize for any disappointment that has experienced by our mutual customer. We
  thank you for sharing the case with us.  

  Thank you, 

  ********* ****** 

  Customer Answer

  Date: 01/08/2023

  I purchased 8 tickets: 6 for foster children and two for adults.  While I appreciate that Legoland responded with 3 tickets for the kids, I'm not sure what the other 3 kids will think if they are unable to go.  Again, I appreciate that Legoland responded with 3 tickets but I had 6 kids and 2 adults and it was explained ticket for a ticket.

  Business Response

  Date: 01/25/2023

  Dear BBB, 

  Thank you for your message. Mrs.  ********s been contacted by our Guest Excellence Team, and the promotion in question was honored for the qualifying tickets. Guest, who visited during the promotional period had the option to redeemed Our Gift to You promotion for a return visit with qualifying tickets. Mrs. ********** purchased 3 paid tickets (qualified) and had 5 complimentary tickets (not qualified). The complimentary tickets do not qualify for the Our Gift to You promotion and promotion will not be extended for additional tickets. 

  LEGOLAND California considers case closed. 

  Sincerely, 

  ********* ******

  Guest Excellence Manager