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:07/21/2025

  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.

  As a paying season passholder and a parent, I am deeply dissatisfied with the way my daughter and I were treated, and I believe the conduct of the staff involved warrants serious review.
  
  On 7-18-25, I dropped off my 16-year-old daughter at Kentucky Kingdom. According to the park’s published policy, she is of an appropriate age to enter the park without adult supervision. However, she was inexplicably denied entry at the gate. In an effort to assist her, I approached the Fairgrounds entrance, explained that I was her parent, and asked to be allowed entry to help clarify the situation. My request was denied by staff.
  
  At that point, law enforcement officers at the scene stepped in and were kind enough to verify my daughter's age. One officer even attempted to accompany her into the park to resolve the misunderstanding. Despite this, security still refused her entry, disregarding the officer’s assistance and the confirmation provided.
  
  I then parked my car and attempted to walk her in myself. Upon approaching the gate, I was immediately met with hostility and condescension by the staff. One employee asked, “Are you staying in the park?”—not as a standard inquiry, but in a manner that felt accusatory and disrespectful. At no point did any staff member make an effort to communicate courteously or de-escalate the situation.
  
  Let me be clear: I fully respect the need for rules and policies, including ID requirements. However, this was not a case of a minor attempting to circumvent the rules. I, her parent, was present and actively attempting to clarify the situation. What I encountered instead was a complete lack of professionalism, empathy, and basic customer service.
  
  This entire situation could have been handled with far more courtesy and cooperation. The experience was stressful, frustrating, and frankly, deeply disappointing. It reflects poorly on both Kentucky Kingdom and the Kentucky State Fairgrounds as customer-facing institutions.

  Business Response

  Date: 07/23/2025

  In
  order to enforce our chaperone policy, Kentucky Kingdom requires that valid
  photo ID be presented to provide proof of age when entering the park.  This parent’s daughter did not have a photo
  ID.  The child’s mother was present but
  only to state that her daughter is 16, not to enter the park and act as her
  chaperone.  A mother or even a police
  officer saying that a child is of appropriate age is not sufficient age verification
  and allowing the child to enter the park without the required photo ID would be
  a disservice to other juveniles who are denied entry due to our chaperone
  policy.  We cannot take the word of one
  parent and not another with respect to our policies.

  The
  parent states that she “attempted to walk her in myself” and was asked if she
  was staying in the park.  As she did not
  intend to stay in the park, this was a valid question from our Security staff
  and one that is asked of many individuals escorting juveniles. 

  
  Review
  of body camera footage from Security supervisors shows that the guest was
  treated with respect and professionalism while reiterating our policy with
  respect to the requirement of photo ID. 
  After demanding to speak with the supervisor’s superior, the guest
  waited several minutes and then walked away before the Security Manager arrived
  at the entrance to the park. 

  
  Kentucky
  Kingdom will not be providing a refund for the season pass which is still valid
  for the remainder of the 2025 operating season. 

• Initial Complaint

  Date:07/10/2025

  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.

  This is the worst place that I have ever bought Passes to They are super ridiculous. My son which is 10 his friend which is 13 and his friend sister, which is 19 and her 18-year-old friend went to Kentucky Kingdom. I didn’t realize you had to be 21 to look after kids they caught them coming out they hadn’t did nothing wrong. They took the two younger kids pass. Next day. I went up to see why or what was going on. The guy was real arrogant. His name is Sean Creed. I was not mean nothing with this man and he took my pass and all the other passes that was on my app. One of the little girls is my neighbor’s kid her and two other kids were not even at the park or around the park and they took their passes too. I’ve called them 10 times. No reply. I have called the park itself I have tried to get a hold of the owners of Kentucky Kingdom and cannot no one will call me back or nothing. $600. I’m out because this guy wanted to be a jerk and he has all the power a security guard. Has all the power of that park. I would understand if somebody did something wrong, but nobody did nothing wrong.

  Business Response

  Date: 07/14/2025

  Our Director of Security spoke with this guest and reinstated the season passes prior to our receipt of the BBB complaint.  We believe this matter has been addressed to the guest's satisfaction.

• Initial Complaint

  Date:07/07/2025

  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.

  On June 21st, 2025 me and my family attended Kentucky Kingdom. While me and my wife went to the water park with our 4 year old daughter our 16 yr old son went to get on a few rides with friends. While in line trying to get on a ride him and his friends were targeted by security and escorted out the park. My son told security he was with adults, also in the online policy it does not state kids have to be supervised throughout the entire visit at the park. We were called by our son, went to go pick him up from outside (it was 90 degrees plus) and went to security to complain. During that exchange we were told to leave a voicemail and state our case. We called 7 times and finally got a call back on July 2nd. We were told his pass has been revoked, the lady who called was rude, antagonizing and very unprofessional. She hung up on me after I asked for clarification how someone can be banned from the park when not violating any policy. After she hung up I called back and spoke to another guy who told me Kentucky kingdom is a private entity and can make there own rules. This whole experience has been embarrassing and frustrating and I believe my son was discriminated against because of his ethnicity. We have video proof of children in the park (that are not black) unattended and underaged but not subdued by security. Our son was only able to attend the park 2 times after we purchased his season pass and we believe we are owed a refund. We have spoken to several parents and I believe this is a common theme within the parks security practices. Kicking out black teenagers and revoking their passes is discriminatory if there’s same measures aren’t being taken to other kids.

  Business Response

  Date: 07/14/2025

  The guest’s son entered the park
  with five male friends and an adult female chaperone.  Security noticed
  the chaperone leave the park alone several minutes later and immediately began
  searching for the six males who were left in the park without a chaperone
  present.  The unattended boys were quickly found and taken to the Security
  office.  None of the boys were able to reach a chaperone who was in the
  park at the of this incident and all acknowledged they were aware of the policy
  requiring a chaperone to be present.  If a chaperone is not immediately
  reachable by telephone, the underage guest is considered to be without a
  chaperone and thus in violation of Kentucky Kingdom policy.  We do
  apologize for the delay in responding to the guest’s three telephone messages
  and will work diligently to ensure this lapse is addressed.
  

• Initial Complaint

  Date:06/03/2025

  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 two Gold season passes on 5/18/25 for my daughters birthday trip which my father drove up from Florida for, went for the first time on 6/2/25 and were there for TWENTY MINUTES before an employee operating the carousel denied my one year old daughter entry for “being an infant” I replied she was a year old, not an infant. Then the woman said she couldn’t go on because children “had to be able to sit up on their own” I replied she could. Then the woman said she could go because she didn’t have shoes, I said okay fine. After my 5 and 4 year old got done we sat down for about 5-10 minutes until a random bystander offered my youngest a pair of shoes so she could go on the carousel. AFTER I get back in line with all 3 kids this employee goes on to file a report and said my kids grandfather poked her which was 100% a bold faced lie. After park security comes and speaks to us and the security manager **** told us my father needed to leave the park due to the report I asked if there was security footage that could prove this woman was lying we all went to the security office together. Manager Sean, my husband, father, and 3 kids while my kids are crying. **** watches the security footage with two other employees & says it’s “inconclusive” and we need to leave. I asked to see the footage myself, **** said absolutely not. I asked for the park manager to come so we could speak, **** refused then permanently banned my entire family because he “didn’t like my attitude” with my kids crying made us walk out of the back of the security office to leave. $250 and a 6 hour drive wasted because an employee lied and management covered for her. I’m not sure if it’s because my father is middle eastern or because my husband and daughter are black or what happened that would cause this woman to lie so blatantly but it was absolutely disgusting behavior. I have the entire incident on video and fully intend on filing a lawsuit and a civil rights complaint. I was not offered a refund.

  Business Response

  Date: 06/10/2025

  The guest's season pass have been refunded.

• Initial Complaint

  Date:06/12/2024

  Type:Customer Service 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 purchased three tickets to Kentucky kingdom, took my two daughters and we were there almost 4 hours. Every ride we approached was closed for maintenance so we would go to another one and it would close for maintenance. We drove almost 4 hours and so after almost four hours we rode one ride, paid over $100 to get them tattoos, got them funnel cakes and never rode another ride. So I essentially paid $146 for a funnel cake and henna tattoo. I emailed, they responded said they would give me free tickets and I said I wanted a refund because I wasn't coming back again because apparently this happens alot. They emailed back and said they would talk to a manager. Two days later I emailed again and they said let them see what they can do... two more days later I asked for an update and haven't heard anything since.

  Business Response

  Date: 07/17/2024

  We regret that this guest did not have a good experience when visiting the park on our opening weekend.  Our failure to communicate with the guest properly regarding the requested refund is unacceptable and we will continue to strive to improve our procedures to prevent similar issues.

  We will refund the guest's $146.25 paid for three (3) one-day admission tickets to the credit card used to make the original purchase.  The refund should appear on the guest's credit card within several days.

   

  Customer Answer

  Date: 07/18/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:08/21/2023

  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.

  On 8/19/23 me and 4 of my family members attempted to go to kentucky kingdom after getting tickets online. It took over 4 hours to get to the park from the highway exit. We then was told we had to pay another $60 to get in and park. By the time we got to the park it was after 4pm.Over half the rides was closed. This was the worst trip to an amusement park.

  Business Response

  Date: 08/22/2023

  We regret that this guest did not have a good experience at Kentucky Kingdom and Hurricane Bay.  

  When purchasing tickets online for a state fair date, as the guest stated was done, a message box must be clicked which notes the price stated is for park admission only and Kentucky State Fair admission may be required (see attached screenshot).  Additionally, there is always a fee for parking.  The majority of our rides were open and available to our guests on August 19.

  Because the park is located on Kentucky State Fair property, there were extended waits to access the facility on Saturday, August 19.  Due to the wait to the guest experienced, we are happy to provide him and his family with tickets to return to the park on another date.  The tickets will be left in the guest's name at our will call window and will be valid for the remainder of our 2023 operating season (through Sunday, October 29th).  

   

   

  Customer Answer

  Date: 08/23/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I live out of state and will not be back in Kentucky any time soon. When the tickets was purchased I did not have anything  showing state fair fees at all. The information provided by Kentucky Kingdom is false. Everyone in my group can verify that most of the ridea was closed on that date. I am not a lier and don't appreciate being made out to be one.
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 08/25/2023

  We certainly never said or insinuated that this guest is a liar. 

  Kentucky Kingdom has 22 thrill and family rides and 2 of these were
  closed the day of the guest’s visit.  Additionally,
  there are 12 children's rides (none were closed the day of the guest’s visit) and
  17 water attractions (4 of which were closed the day of the guest’s
  visit).  We share in our guests’
  disappointment when rides must be closed; however, the number of rides closed
  on Saturday, August 19 was not "over half" or "most" of the
  park's rides as stated by the guest. I’m sure it was disappointing for the
  guest that any rides were closed, especially if a closed ride was a family
  favorite.

  With respect to state fair fees, when the guest purchased his tickets on
  August 16, the purchaser was required to click a box which stated the amount
  charged covered park admission and Kentucky State Fair admission may be
  required.  While the amount of fees was
  not included in this statement (state fair admission fees vary), the fact that
  there may be additional fees was noted.

  Again, we regret that this guest did not have a good experience and will
  leave five (5) complimentary tickets in his name at our will call window and
  hope he will have a chance to visit the park again.

  Customer Answer

  Date: 08/30/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am not going to be able to get back to Kentucky Kingdom this season at all.
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair 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 purchased a Silver Season pass on the Kentucky Kingdom website for $69.99. The ability to "Bring-a-friend" on certain days was a major consideration in making the purchase. I even encouraged my sister to buy a season pass also based on this benefit.
  While planning a trip to use my season pass benefits I learned that there would be additional fees of $10 per person (per day) to access Kentucky Kingdom while the state fair is operating. This was not disclosed by Kentucky Kingdom and significantly reduces the value of the season pass. - This is a significant portion of the "Bring-a-friend" days and all remaining "bring-a-friend" days have this additional fee.
  
  Additional fees to access the park are not disclosed on the Webpage advertising the season pass nor on the terms and conditions given at the time of purchase. (34 pages given in a small text box and purchaser is not provided a copy.)
  
  Upon speaking to a customer service representative, she stated that the additional fees were disclosed in the terms and or park calendar. The monthly calendar also does not disclose those fees either. There is not adequate notice of these fees given to consumers prior to the purchase of the season pass.
  
  ****************************************************** *****************************************************************

  Business Response

  Date: 08/23/2023

  We regret that this guest was unable to use her bring-a-friend free passes during the time allotted and will have two (2) comp tickets available to her at our will call window at the entrance to Kentucky Kingdom (one for her and one for her sister).  These comp tickets will be valid for the remainder of the 2023 season.

   

   

   

  Customer Answer

  Date: 08/25/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******
  

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:08/07/2023

  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.

  On the 6 of July 2023, I made reservations for a cabana at Kentucky kingdom. The reservation was for the 7 th of July 2023. The cost was $176.88 which they withdraw from my US bank account. On the 7th of July I called to confirm my reservation before going to the park. She told me my name was no where on the list. She suggested I call my bank and cancel the $176,88. We had no place to lock our valuables. So we pick a table with and umbrella and I watch the valuables while the others swim. Maybe they over booked. I would like a refund. Hopefully the will improve their system so it doesn't happen again.

  Business Response

  Date: 08/14/2023

  Kentucky Kingdom does not have a record of this guest's cabana reservation, nor do we have a record of the funds being received.  The guest has disputed the charge with her credit card company and thus Kentucky Kingdom will not receive the funds (i.e., her credit card company will not pay Kentucky Kingdom the $176.88 referenced in the guest's complaint.  

  We regret that this guest was unable to reserve a cabana and hope that she will have a chance to visit us again in the future.

   

   

   

   

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair 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 purchased 4 tickets to Kentucky Kingdom on 7/22/2023. We made the trip to Louisville for the sole purpose of going to Kentucky Kingdom. When we arrived their parking was such that I could not get to the actual park due to the fact that I am handicapped and could not walk the distance from their parking lot to the main entrance. There were no shuttles running to the main entrance. We left thinking we were going to be out $127 due to no fault of my own. How do you NOT have accommodations for those who are handicapped? There was no one out directing traffic...so because I couldn't walk from their parking lot to their main entrance, we had no other choice but to leave.

  Business Response

  Date: 08/14/2023

  Kentucky Kingdom reached out to this guest in an attempt to accommodate her party on another date.  As the guest found this solution unacceptable, we have refunded the four (4) admission tickets purchased.

   

  Customer Answer

  Date: 08/15/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:08/07/2023

  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 son dropped his iPhone on a rollercoaster Lightning Run. The phone was visible from underneath on the ground. We reported the loss to Ky Kingdom. They said they would get the phone and take to lost and found. Only employees can enter the area. I have screenshots of the phone being transported to the front of the park. It was never tuned in. It is now in another area of Louisville.

  Business Response

  Date: 08/16/2023

  We have contacted this guest directly regarding the loss of her son's cell phone.  The guest has advised that she will decide what to do from this point.