Complaints

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• Initial Complaint

  Date:07/23/2025

  Type:Order 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.

  July 23rd, 2025 I paid $82.98 for 4 children and 1 disabled adult. I was offered a military discount of 15%.I am writing to formally express my concern regarding what appears to be an unethical and potentially discriminatory admission policy at ************************* has come to my attention that Lava Island requires all guests, including individuals with disabilities, to pay full general admission, regardless of whether they are physically or cognitively able to participate in the activities offered. Guests are not permitted entry without paying, even when it is clear that they will not be utilizing the attractions the admission fee is meant to cover.This blanket policy disproportionately affects guests with disabilities and those accompanying them as caregivers or aides. Charging admission for individuals who are medically or physically unable to access the majority (or entirety) of the facilitys attractions raises serious concerns about equity, accessibility, and compliance with the spirit of the Americans with Disabilities Act (***).While I understand the need for businesses to maintain operational costs, it is both unethical and discriminatory to charge individuals for services they are unable to use. At minimum, there should be:A reduced or waived fee for guests with disabilities who cannot participate in activities,A clear accommodation policy for aides or caregivers,And a public commitment to inclusive and equitable access for all patrons.I urge Lava Island to reexamine this policy immediately and take steps to ensure that all guests are treated fairly and in compliance with ethical business standards and *** guidelines.Thank you for your attention to this matter. I look forward to a prompt response and a clear resolution.

  Business Response

  Date: 08/13/2025

  Hello, 

  Thank you for reaching out and sharing your concerns regarding our admission policy at Lava Island.  We sincerely appreciate the opportunity to clarify our practices and address the important points you raised.  

  At Lava Island, our mission is to provide a safe, inclusive,and joyful environment where families and children of all abilities can enjoy a day of play and togetherness. Like many adventure and theme parksincluding venues such as Disneylandour general admission pricing applies to all guests who enter the facility. This is because we are a single-entry, all-access indoor park, and the cost of admission covers not only the use of attractions but also access to climate-controlled spaces, staffing, safety protocols,facility maintenance, and insurance requirements for all persons inside the park, whether actively participating or not.
  
  That said, we are always seeking ways to better serve all members of our community, including individuals with disabilities and their caregivers. We are currently reviewing our policies around accommodation for guests who may not be able to utilize the attractions, as well as for aides and support persons who are present solely to assist someone with a disability.
  
  While our current pricing model is applied uniformly for safety and operational reasons, we absolutely take your feedback seriously and are committed to ensuring that our practices align with both the letter and the spirit of the Americans with Disabilities Act.  In the meantime, if you or someone in your party had a specific accessibility concern during your visit, please dont hesitate to contact us directly at ************. Wed be happy to speak with you further and make things right where possible.
  
  Thank you again for bringing this to our attention. We value your feedback and are committed to making Lava Island a welcoming and inclusive place for everyone.
  
  Warm regards,
  ***** *****