ComplaintsforAdventure Island Tampa Bay

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our family decided to go to Adventure Island during our Spring Break thinking it would be a fun experience for our children (4 and 7). Lots of advertising with a lot of slides, pools, activities. Arrived after paying full price for tickets and parking to find the vast majority of the park closed. There was only 1 pool open (wave pool), a very small splash pad area, and two water slides (one of which only had two tubes so the line was incredibly long). I have never been more disappointed in a waterpark. Had to try and keep my two sons entertained as they were bored within an hour or so since nothing was open. Attempted to complain that we paid full price for a park that was maybe twenty percent open and were told there are no refunds.

  Business response

  03/29/2024

  Please be advised, we have reach out to this guest through email and are awaiting their reply for an offer to return for a future visit.

  Customer response

  04/01/2024

   
  Complaint: 21484211
  
  I am rejecting this response because:

  The business offered ** return tickets to try the park again.  We were vacationing in ******* and are now back in ********* so the reissued tickets do not do ** any good.  

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

  Business response

  04/03/2024

  Please be advised, we have offered return tickets to our park as a guest service. As these products have been used, we are unable to issue a refund at this time. We are happy to set up these tickets for two years or to be extended upon request. 

  Customer response

  04/04/2024

   
  Complaint: 21484211
  
  I am rejecting this response because:

  There was significant false advertising on the company's web page listing all sorts of water slides and pools being open.  Also advertised a new pool area was open when it was not even constructed yet.  Upon arrival only a very small portion of the park was actually open (probably 15-20%).  This was not advertised anywhere and there was no warning that we would be buying waterpark tickets to an essentially closed water park.  The fact that they will not partially refund the tickets is not acceptable.  They are aware that a lot of their patrons (including **) are vacationing in ******* and would have no way to use the "reoffered tickets" meaning their offer to rectify the situation is disingenuous.  Also the only correspondence I have received from the company are generic pre written statements.  

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

  Business response

  04/11/2024

  Please be advised, we have reached out to this guest through email. Additionally, we are awaiting a reply with their order information, so that we can further assist. 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked *********** months in advance, called to verify ********** would be ready to an actual person says yes the cabana is open. Purchased four tickets ahead of time also called the same day we were going to arrive to confirm the cabana was booked drove an hour paid for parking Entered the park only to be told that there are only two attractions open. Your cabana is closed and the park is under renovations we were not told us when I personally made the phone call the day we showed up it was for a wedding anniversary with multiple people we feel that we were scammed , we feel that the park is intentionally collecting money from people and then turning them away when they entered the park or give them the news that the park is not completely open due to not having lifeguards we were told as well as construction they did not post this on their website it is still not posted on their website to give people advance notice Their systems have in place at customer service is archaic their manually written down receipts with old credit card swipe in machine paper cause an hours of people waiting in lines. Their service is a zero out of 10 and I would like to be compensated for the time I wasted both drive into your park, waiting in line to receive a refund which I still have not received , multiple people in my party did the same thing possible class action The park still is not notifying the public of the issues, but still collects money from people entering the park and then only to be told that the park has limited use. Its like a bait and switch.

  Business response

  03/20/2024

  Please be advised, we have reached to guest through email, and have requested them to send information regarding their order so that we can further assist. 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  False advertising. Over half of the park is shut down and under construction despite adventure island call center, app and website all saying they are open. Only 1/3 of the park is functioning. Paying customers need to be aware of ALL disabled attractions BEFORE purchasing tickets. The call-center agents are misinformed and will insist that attractions are open, despite that not being true. I have photos of the construction as well. I am also concerned of the capacity limits not being followed as they are allowed an unsafe amount of guests enter

  Business response

  03/15/2024

  Please be advised, we have reached out to this guest through email to provide us her order number so that we are able to assist further. The guest has refused to send ** any information pertaining to her order. 

  Customer response

  03/25/2024

   
  Complaint: 21439567
  
  I am rejecting this response because this has not been handled properly. Currently this company is meeting all the ******* guidelines to be sued for false advertising. They did not give a response to the allegations, all they did was ask for my ticket number starting with the number 20, which I do not have because I am unfortunately an annual pass holder and have been giving them money every month for years. I have reached out to legal aid as they meet all the requirements for false advertising according to ******* law. 
  
  Sincerely,
  
  ***************************

  Business response

  03/29/2024

  Hello, we have reached out to the guest as a second attempt and are awaiting a response. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We visited adventure island water park today august 5,2023(family of 5). We arrived around 11:30am . While walking to the entrance, my daughter rolled her ankle in what appeared to be the start of a small sink hole. We entered the park and stayed for less than an hour because of the pain she was in and the swelling. We explained the situation to an associate before we left but we were told that they cant issue refunds and that we would have to contact corporate. I reached out to adventure island via their chat option but never received a response. We spent almost $400 on admission but could not enjoy the planned trip. I was very disappointed in the lack of customer support. I would like to see the company do the right thing and refund us. I have pictures of the sink hold and my daughters ankle. She is unable to walk at this time and we now have to stay in the hotel room so that she can elevate/ice her ankle and rest. We have to end our trip early now, due to her injury :( We traveled and planned this trip to be a multi day trip to Tampa before school resumes.My daughters are devastated and I am frustrated.

  Business response

  08/14/2023

  We have confirmed that our *************** team has attempted to reach out to this guest through the phone number provided. However, the guest did not answer either call and they were unable to leave a voicemail as their mail box is full. We recommend that this guest reach out directly to our *************** team at ****************************************** so that they may assist the guest further. 

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bouhgt tickets on July 11, 2023, drove 2 hours to the park. Paid for parking, locker and food. One hour later they closed the park due to weather. I stood in line for 1 hour along with other pissed-off customers, manager of the park told me they do not issue any refunds at the park I have to email this email ****************************************** to get a full refund. I emailed 3 times, not a single response back. Details of our expenses include: are in the email that we sent 3 times.

  Business response

  08/11/2023

  At this time, our Guest Correspondence team is currently receiving a high volume of requests at this time and answer all emails in the order that they are received, and they sincerely appreciate your patience. We have confirmed that this guest was provided with complimentary products to return to the park through our ******************** on 7/25/2023.

  Customer response

  08/21/2023

   
  Complaint: 20366858
  
  I am rejecting this response because: Park Manager told us that they will issue ** a full refund, which clearly they lied, customer care told to come back to the park which we cannot do that we are no longer in the area and not on vacation. 
  
  Sincerely,
  
  Gera Rachkov

  Business response

  09/01/2023

  We have confirmed that our Guest Correspondence team has reached out directly to this guest for further assistance. 

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Waited an hour and a half without getting our order we paid $80 for , while the kids were waiting the whole time at the table We went to another place for food and ordered the pretzel with cheese and waited 25 mins for a cheese cup we never received In total we spent 3 hours chasing food we never received cutting into the play time for the kids we brought with us. They looked forward to that day all summer long and didnt get a full experience. They spent only half a day at the park Im a T1D and had taken insulin before my meal we never received and had a medical low while waiting in line. I even had to visit the medic at the park to check my glucose. After speaking with a supervisor there was no resolution offered other than visiting the medics office. While waiting on line for a kids playground water slide, a lifeguard stopped the attraction for nearly 30 minutes due to a small child being stuck on the slide. The life guard didnt know what to do and mentioned quitting over and over again.

  Business response

  07/27/2023

  Our Guest Correspondence team has reached out directly to this guest through the email provided for further assistance.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  April 22nd, 2023. My wife and daughters 5 / 6 entered the park and picked up our yellow bracelets with all day meal vouchers. We then entered a skip the line slide entrance and was informed that our pass didn't work for this slide. We went back into line and waited 45 minutes. Follow*** the ride I asked the attendant if a yellow pass worked for the orange slide up on the hill which he replied "yes". We waited 35 minutes only to be informed that our passes didn't allow line cutt***. We were told to go back into line once again. We decided to try our luck on the other side of the park. Again, we asked if our pass worked at a particular slide and we were told yes, but we needed an inner tube. This was another 45 minute wait. My wife wanted a break and we decided to eat. This line was another 35 minutes. Lines were expected but what happened next was not. There were signs say*** one entree, dessert, and beverage every 90 minutes. My children only wanted sides of ************ though. The cashier called a manager who said there are no substitutions and that we needed to pay for the sides. We were not allowed to replace an entree with a side. Bear in mind I only have a waterproof phone for meal verification as my wallet was in a locker. I slammed the tray down and swore. Approximately 6 blue security guards circle my family and tell ** we are kicked out of the park for 365 days and are now trespass***. The guards said this was because I cussed out the manager. I said this place f *** ***** but never cussed her out. I was mad at Adventure policies and not her. The guards took her word and caused my children some very unnecessary stress. Why the park can't label which rides certain passes work for or if one has a weight limit is beyond me but gett*** kicked out in front of your kids was unprofessional and indicative of the money grabb*** experience. The guards wanted to impress the manager in my opinion and made my youngest cry think*** we were kicked out of *******.

  Business response

  05/11/2023

  Adventure Island offers several different types of Quick Queue products with allows guests to use the product once per attraction, multiple times for the attraction, as well as an option that includes skip-the-line access to our two newest slides. Information about each Quick Queue product description can be reviewed by the guest before they make their purchase selection. Our attractions do have weight restrictions placed by the ride manufacture and is posted on the ride restriction signage located at each attraction entrance. After reviewing the guest's incident at *********'s, it was confirmed that the guest was issued a trespass by the park duty manager for breaking our code of conduct after admitting to using inappropriate language and slamming their tray of food down. The other members of their party were not trespassed and were permitted to stay in the park if they wished. Our Guest Correspondence team has reached out directly to the guest for further assistance. 

• Initial Complaint

  03/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Friday, March 17th my family and I went to Adventure Island to wrap up the Spring Break. Due to it being cold that morning we decided to leave a little later in the day when it got warmed so we arrived at 2 pm and got to the parking gate. My Goddaughter has season passes and she advised the parking attendant that, (when at least 1 person in your vehicle has a season pass you don't have to pay for parking) but it was ignored, and was told that I had to pay $30 for parking. I asked for a supervisor and was told that I would have to wait at least 45 minutes until one arrived. Everyone was getting agitated, and I just went ahead and paid the $30 thinking I can get it resolved once we get it. The line for customer service in the park was long. We wanted to enjoy the park since the park closed at 6 pm. On our way out we tried again to get some resolution to the situation regarding the parking fee and was told that I would have to speak to a supervisor, and one was not available to assist because they were dealing with another situation, and I would have to wait again everyone getting agitated because now they are tired and want to go home.

  Business response

  03/30/2023

  Our Guest Correspondence team has reached out to this guest directly to review further. 

• Initial Complaint

  01/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have seasonal passes that you can call every month to stop payment however I call 2 days ago and they said that they will stop payment from come out but instead they still took out and refused to give me a refund I call and complain but the agent and supervisor refused and basically saying I didn't call how can any company treat there customer with dis respect

  Business response

  02/03/2023

  We have confirmed that our Guest Correspondence team has reached out directly to this guest for further assistance.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called Adventure Island to inquire about a annual pass. On the call I was told the park is open year round. During summer it is weekends only. The agent then directed me to their website to review the parks hours and dates open calendar. To which I also saw they had dates open year round. I agreed to purchase the passes because I live in ******* and that was awesome it was now open year round and we could go. Now I am just finding out 7 months into paying for these passes that they are NOT open year round and are closed from mid NOV-MARCH, I never would have purchased an annual pass if this information was told to me

  Business response

  12/07/2022

  We regret to read about any miscommunication with our ********************* As stated on our website, Adventure Island is a seasonal park and hours are subject to change without notice. As stated in the ** Pay contract, payments will continue on a month-by-month basis until your 12-month commitment has been met. As your passes are still in commitment, we are unable to cancel these passes at this time. We apologize for any inconvenience. Our Guest Correspondence team has also reached out to offer further assistance. 

*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. ↩