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:07/02/2025

  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 checked out of Lego Land NY resort on 6/6/2025. At the time of check in, they put a room hold on my credit card in the amount of $200. As of today (7/2/2025), that hold is still pending on my credit card. I have contacted them twice via phone call (which the person answering the phone, stated they had to send them an email (the hotel has no phone that you are able to contact them directly) and I also sent an email to them through their online web site. I did get confirmation emails that the emails were received but the issue is not resolved.

  Business Response

  Date: 07/02/2025

  Hello,

  My name is *******, and I am a manager here.  I am sorry to hear about the trouble you are having getting your deposit back.  I checked with our finance team and this was released. You should see the funds back in your account by the weekend.  Please let me know if there is anything else I can help you with.  You can reach out to me directly at **************

   

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

  Customer Answer

  Date: 07/06/2025

  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 and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  
  ******** *******
  
  
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:05/02/2025

  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.

  We have checked out of the Legoland New York Resort on April 27th and our incidental fee has still not been refunded. I have called NUMEROUS numbers listed on their website and I still cannot reach a live agent. It's all automated. I have sent emails and nothing.

  Business Response

  Date: 05/02/2025

  Hello,

  Thank You for reaching out to LEGOLAND New York Resort.  My name is *******, and I am a manager here. I have just checked with our finance team and your hold was released.  Depending on the bank this can take up to a few days to show back on your card.  Please let me know if there is anything else I can help you with.  You can email: ****************************************************************.

   

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

  LEGOLAND New York Resort 

• Initial Complaint

  Date:02/26/2025

  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.

  I booked a promotional rate for a 1 night hotel stay and 2 day LEGOLAND tickets for the ** location on 12/1/24 for $593.70 (included taxes). When I booked I had to pick a date so I chose 6/2/25-6/3/25. My schedule changed so I wanted to switch the date to 6/18-6/19. The policy for cancellations for guests who book a promotional rate reads: "More than 5 days prior to arrival, modifications only are permitted for a $99 amendment fee per occurrence. Any changes to your booking are subject to availability and new prices may apply. Travel window restrictions also still apply. In the event modification results in a reduced value of the booking, the difference will not be refunded. Cancellations and refunds are NOT permitted"The way I interpreted this policy was that I would be subject to the difference in the price at the standard rate at the time that I was making a change. When I looked at the website rates on 2/19 the price for the 6/2-6/3 package was $814 and the 6/18-6/19 package was $984. My understanding was that I would pay the difference of these rates since I already paid the 6/2-6/3 rate. I would owe $170 (plus tax) plus the $99 fee. After contacting LEGOLAND they told me the promotional rate gets completely eliminated and I would owe the $984 (plus tax) minus the $593.70 plus the $99 fee.Nowhere in the policy does it state you would not be entitled to the promotional rate if you make a modification. The policy is completely vague on how you would get charged if you modify the reservation. The company's vagueness led to a misunderstanding. I understand that the final interpretation lies with a company but considering my interpretation is reasonable I am asking that it be taken into consideration.I spoke to LEGOLAND on the phone and e-mail and they will not budge. Based on the vagueness I am asking for a review and assistance in booking the modification based on the way I interpreted the policy.

  Business Response

  Date: 03/07/2025

  Hello,

  We are glad to see that this issue has been resolved.  We look forward to your visit!

   

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

   

• Initial Complaint

  Date:09/08/2024

  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.

  On August 31st, 2024, my family and I were guests at the resort. Also, as part of the package for purchasing the Saturday night stay, we were given 2 day passes to the park for which we went on Saturday and Sunday. Our total stay was $ ********. During our stay we shocked by the level of service at the resort especially for the amount of money we paid for 5 adults and a 3-year child. The staff were unfriendly and appeared to be unavailable and bothered by the guests. With this being a kid resort, you would expect the opposite. There were not many food options, one restaurant and a bar/grill with not many options. And the food was not cooked, we ordered grilled chicken and received a raw chicken breast The food that was edible was not tasty. The lobby kid/play area was dirty, the Lego statues were covered in dust. Part of the playground was broken and had a piece of metal sticking out of it in the back. We noticed it Saturday evening before dinner and told the staff but saw it still the Sunday afternoon when we left. Breakfast on Sunday was included with our stay, but it was very unorganized, and the food given was no adequate enough for the amount of people they expected to feed. Again, the food was not good, almost tasted as if the eggs were microwaved.Our room was one of the better experiences we had this weekend, we stood in the Ninjago Suite and it was pretty cool. The bathroom however must have not been cleaned before we checked in as there was some leftover garbage and looked as if they forgot to turn it over. The bathtub was moldy, and the entire bathroom smelled of mildew.For this level of experience and the money that was paid, the service should have been much better, and guests not provided with an "we are short staffed" excuse on the busiest weekend of the year. There should have been more food options for a "resort" and the level of cleanliness was shocking. I mean I've seen hotels in ************* cleaner.

  Business Response

  Date: 09/24/2024

  Hello,

  Thank You for taking the time to share your recent feedback.  We want all of our guests to have an amazing experience and are sorry to see this was not the case for you.  Please give me a call at ************, so I can further discuss this with you.  

   

  Thank You!

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

• Initial Complaint

  Date:08/19/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Subject: Request for Refund Due to Park Closure Dear,I hope this message finds you well. I am writing to formally express my dissatisfaction and disappointment regarding our recent visit to Legoland ******** in ******. On [insert date], my family and I, which includes my partner and three young children, arrived at the park at approximately 2:15 PM. Unfortunately, within just five minutes of our arrival, heavy rain began to fall and continued without interruption until around 5:30 PM. During this time, we heard announcements that the park was ceasing operations and would be closing.As a result, we were forced to wait under a shelter for nearly three hours until the rain stopped. My children were understandably upset and expressed their disappointment, as they had been looking forward to this visit. The journey to the park took us about two hours, and it was disheartening to see their excitement turn into frustration.Once the rain ceased, we approached the reception to request a refund, explaining that it was our last day in ******** and we were unable to utilize our tickets. However, we were met with refusal regarding our request for a refund of the substantial amount we paid.In my opinion, this situation has caused significant distress and disappointment, reflecting a lack of understanding of the circumstances we found ourselves in, which were beyond our control. We traveled two hours each way hoping to enjoy the park and conclude our trip to ******** on a positive note. Instead, we left feeling let down and without any compensation for the $250 we spent.I kindly ask you to reconsider our request for a refund, as we did not get to enjoy the experience we anticipated. Thank you for your attention to this matter. I look forward to your prompt response.Best regards,*********************** ************** ***************** ******

• Initial Complaint

  Date:07/02/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 mother who is 74 and has many health issues had a fall and will not be able to travel. I am unable to leave her alone and don't know when she will get better. I contacted Legoland NY to cancel trip and pay any fees they see fit but they refused to cancel or let me speak to a manager. They said you can only reschedule and pay a $75 fee for rescheduling. I asked to purchase a cancelation policy and then cancel the tickets a couple of days later they said no.

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  It looks like Legoland likes to falsely advertised their "Book early and save" promotion.I have a current booking package at the Legoland New York Resort for 5/30/2024-5/31/2024 which includes 2 day park tickets for 2 adults and 2 children with 1 night stay at the resort. I booked in the beginning of May to supposedly save with the book early advertising and now I just came across a new deal days after me booking my trip and I looked up for current prices for the same packaged items, room type, and dates for the same amount of people and its cheaper! The reason I booked its because of the book early and save promotion they have on their website. I called customer service and was told they cant do anything because I didnt purchase the protection plan and then this is not right. I did not save by booking early. They should not be advertising false information. I did not save by booking early. I do not want to cancel, change dates, or change any itinerary item, I simply want a price adjustment to match the current offering. This just really left me such a bad taste towards this company!

  Customer Answer

  Date: 06/01/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Legoland New York Resort regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  Date:04/19/2024

  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.

  Legoland ******** has falsely advertised their "Book early and save" promotion.I have a current booking package at the Legoland New York Resort starting 4/21/2024 which includes park tickets for 4 people and a 2-night stay at the resort. I booked this stay in January 2024 well in advance under the pretense that buying early will be the most inexpensive rate as advertised by Legoland ******** and as stated in their vacation package details. However, current prices for the same packaged items, room type, and dates are at a reduced rate than what I paid by booking early. I did not save by booking early.My price was $1,479.92 (before tax). And the current pricing for the same items is $1,082.00 (before tax).Because I "booked early" as Legoland advertised, I also purchased the trip protection plan for an additional $165.91 (on top of the $1,479.92 noted above) which was a direct result of Legoland's push to "book early." I called customer service phone number *************) requesting a price adjustment and they denied my request claiming it was a change to the booking which they could not do since it was just within their 5-day window. I explained that my request is not a change - I do not want to cancel, change dates, or change any itinerary item, I simply wanted a price adjustment to match the current offering. They then directed me to submit a request to their email address ****************************************** which I did. The response I received was to call the customer service phone number again. Which sends me in a loop without ability to escalate.If I did not "book early" as Legoland advertised, there would be a cost savings of $563.73. I feel that Legoland is scamming customers with false advertisement. This of course is not acceptable.False advertisement is a serious issue and they are routinely getting away with it. Note - the amount paid to the business listed in the field below includes all taxes, surcharges, and trip protection plan costs.

  Customer Answer

  Date: 04/30/2024

  Better Business Bureau:
  
  I have received email/phone correspondence from the business outside of the BBB communications. Legoland has complied with my request and provided a billing adjustment. I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution is satisfactory to me and the matter has been resolved. 
  
  
  Sincerely, 
  
  ***************************
  
  
   
  
  

• Initial Complaint

  Date:04/07/2024

  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.

  I was going to ** to visit family for Easter. I contacted Leggoland to see if they would be open the week after Easter. They said yes. So,I purchased 4 tickets,3 "bonus" prices to build little leggo's,and for parking. Unfortunately,they closed. I had to be to work Friday,they announced Thursday they would be open Friday. Because my daughter wanted to go so badly and I had no idea if ir when we would be going back to NY,I flew home so they could enjoy the day. I had already paid for parking. Nothing was said about an Exit fee. It was 30 something dollars. I have never heard of an "exit" fee. Not only did I loose the cost of two admission fee's, but had to pay for them to get off property. This should be illegal

  Business Response

  Date: 04/08/2024

  Hello!

  Thank You for taking the time to speak with me today! I am glad we were able to connect! As mentioned over the phone, you will be able to use the two tickets that were unscanned for up to one year from the date of purchase.  There was no parking pass purchased in your original order which is why your family members needed to purchase a parking pass upon leaving.  If you need anything in the future feel free to give me a call at ************ or send me an email!

  I look forward to your next visit!

   

  ******* 

• Initial Complaint

  Date:01/02/2024

  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 purchased tickets online for legoland theme park on December 29th 2023 to go later that day. I paid ******. I went and used the tickets same day. The next day, I notice there is a processed charge of ****** for legoland but also a pending charge for the same amount. I contact the bank. They say it will be pending until January 4th unless legoland releases the charge. There is nothing they can do until January 4th or if the charge processes because until then it's just pending.I try to call legoland. I try every option but I cannot get to a person. I search online to figure out a way to call and call every available number but just automated messages. I send an email. After I explain my problem to the person that responds, they say "no worries, the charge will drop off by the date the bank says." Like it's not an issue That my money will be held for a week. I respond to her email letting her know I cannot wait a week. I request a way to speak to someone on person. No response. I assume because of the holiday. I should not have to wait a week for my money to be released because there is no reason for me to have that second charge in the first place. A company should not be able to hold double the amount for the tickets. The amount I owe has already been paid. It processed the same day. There is no way to get in contact with anyone at legoland over the phone. That is like stealing.

  Business Response

  Date: 01/02/2024

  Hello *******,

  Thank You for taking the time to speak with me today.  I am very sorry for the issues that you are facing.  As mentioned over the phone, the transaction shows up as a cancelled transaction and we are not able to refund it.  I suggest reaching back out to your bank.  Again, I am very sorry.

  If there is anything else I can help you with, feel free to give me a call at ************.

  ******* | Guest Excellence Manager

  LEGOLAND New York Resort