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:11/02/2025

  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.

  For 2025, we purchased season passes and have paid off that amount, however after overlooking the auto renewal option, we were charged $76.72 on October 31 to renew for the year of 2026, which we did not want! After contacting Hershey Park, they refused to cancel and terminate the 2026 plan despite our request. We have agreed to pay the 2025 year balance which we did however we do not want to continue the 2026 past year and they will not even terminate going forward.

  Business Response

  Date: 11/04/2025

  Hello, 

  
  Guest will be refunded within 72 hours. 

• Initial Complaint

  Date:09/09/2025

  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 am reaching out regarding the Friday Night tickets I purchased on August 15th. At the time of purchase, the Hersheypark website stated that these tickets would be valid through September 7th. I also received a follow-up email on August 22nd confirming that I had two weeks to use the tickets and that they would expire on September 7th.Based on this information, I planned a trip for September 5th7th. I specifically bought Friday Night tickets because my boyfriend and I already had a concert planned for Saturday, making Friday the only day we could visit the park. I also booked a hotel for that night, which cost over $100, so that we could use the tickets I had purchased as a gift.When I went to load the tickets into my Apple Wallet the night before leaving, I discovered that they had already expired. Only then did I realize that Hersheyparks operating hours changed starting September 1stsomething I had no reason to check, since I had screenshots and emails from Hersheypark confirming that the tickets were valid through September 7th.When I contacted guest services, I was told that the hours were listed on the website, but that misses the issue: the official Hersheypark ticketing site and emails directly from Hershey provided incorrect expiration information, which misled me. I have proof of this.While I appreciate that they offered vouchers, I live three hours away and already lost money on my hotel because of this mistake. Asking me to return and spend even more money isnt a fair resolution. I am respectfully requesting a full refund for these tickets, as the error originated from Hersheyparks own communications.

  Business Response

  Date: 09/09/2025

  Thank you for emailing Hersheypark *************** Hersheypark's operating schedule has been posted since March on our website: ************************************************************. These hours of operation have not been modified since being posted. My apologies, as agreed to upon purchase Hersheypark tickets are nonrefundable, transferable, or able to be extended. 

  Customer Answer

  Date: 09/09/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23859587
  
  I am rejecting this response because I have proof my ticket would have been valid through September 7th from your emailing system. 
  

  Instead of updating your hours on your website, maybe you should consider upgrading your emailing system.
  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 09/09/2025

  Hello, 

   

  The initial offer of $40 tickets valid through 12/31/2025 is still able to redeemed by bringing your previously purchased tickets to our Ticketing building on your next visit. As mentioned in our initial correspondence, we are comfortable with the level of offered compensation. In order to stay consistent with agreements formulated during the purchase process, no further compensation or escalation is available. 

  Customer Answer

  Date: 09/09/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23859587
  
  I am rejecting this response because:
  
  Thank you for your response. However, I must respectfully disagree with the resolution being offered. The issue here is not a change in park hours, but the fact that Hershey park own website and follow-up emails explicitly stated that my tickets were valid through September 7th. Based on that information, I booked travel and lodging, only to discover later that the tickets expired sooner. I have screenshots confirming this.
  
  
  The discounted replacement tickets do not resolve the financial loss I incurred as a result of being misled. I live three hours away and already lost over $100 on lodging for the trip. Expecting me to spend even more money to use these replacement tickets is not a fair or reasonable solution.
  
  
  I am again requesting a full refund for the unused tickets. If this cannot be resolved, I will unfortunately have no choice but to dispute the charges directly with my bank and provide the documentation I have showing the misleading expiration information.
  
  
  I hope Hersheypark will reconsider and resolve this matter. If you dont feel capable of correcting an issue that happened from your own emailing system, then please forward this problem to some high up and more knowledgeable. Thank you:)
  
  
  
  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/09/2025

  Thank you for the reply. I have re-attached the screenshot you initially shared. There is an icon under the expiration date that states, "Plan Your Visit." This link is specifically placed in guest emails as it links to the portion of our website with Hersheypark's operating hours. Those hours have been unchanged since earlier this March. Hersheypark is comfortable with both its email and communication formats. In my role as Director of Guest Experience all guest escalations are managed through my office. No further escalation will be offered. I am sorry we cannot meet you expectation of a refund as it would violate agreements formulated during the purchasing process. 

  Customer Answer

  Date: 09/09/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23859587
  
  I am rejecting this response because:
  
  I think youre missing the whole problem here. If you go back to our original conversation, you will see I stated that the whole entire I was purchasing these tickets it repeatedly said valid until September 7th. Unfortunately I dont have screenshots when I bought the tickets but anyone with common sense wouldnt buy tickets for outside the ONE date I can use the tickets, hence why I bought the tickets because I was told from your website WHILE purchasing the tickets that it was valid through September 7th. That is the whole issue here, your website falsely told me the wrong date. I dont care if your website hours have been there since March. YOUR website has an error and not only should it be fixed but I should get a refund since this issue is YOUR websites fault. Its called taking accountability. Your website should have been telling me it was valid through September 7th while I am entering my card information to buy tickets within that date. 

  Now the screenshot youre talking about was sent to me, stating I have 2 weeks left to use my tickets. 
  

  So, lets break it down for you. That email was sent to me 8/22/25. Two weeks from 8/22/25 is 9/5/25. So now do you understand why this is error on your emailing system? That alone should be enough information for you guys to take accountability for your poorly built system. 
  

  Theres two errors here. While purchasing the  FRIDAY NIGHT only tickets, it told me valid through September 7th. I then got a follow up email stating the same exact thing. So your system had an error and should have said valid through August 31st. Since that would be before your change of hours. 
  

  I hope this makes it more clear for you, this was not my fault. Hence why Im asking for a refund, Im not asking for one because I made a mistake and got it wrong. You guys got it wrong. 
  

  I will reattach the screenshots so you can read it over again and respond with a better answer for this whole issue caused by YOUR website.

   

   

  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/01/2025

  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.

  We had planned to visit this past Sun, but due to the weather forecast predicting rain, we opted to go on Tuesday afternoon instead. Today, I was delayed by a work meeting, so my parents and son went ahead. I arrived about an hour later. At the parking gate, they were informed that the pre-k pass did not cover parking fees. They were charged $35 for parking from 3 PM to 7 PM, with no discount offered. I was taken aback to learn this, as my child's pass had been used for parking on previous occasions this summer. This understandably upset everyone involved. Had I known the pre-k pass would not cover parking like it did all summer long, I would have prepaid or told them to wait for me. The 2025 FAQ Site under "pre-k pass" avoids any mention of parking. Had the pre-k pass not already been accepted throughtout the summer, I would have understood. Not to mention that my parents had already paid full price for a ticket - not realizing that summer hours were over. Safety: At 6:30 PM Wed night, we queued for the Reeses ride. A high school girl and a small child were ahead of us in line. Another high school-aged girl cut in line to join this group. I pointed out that this was unfair, but she showed no concern. 30 mins later, another high school-aged girl cut in line to join them, claiming she had been in the bathroom for the past half hour. After we exited the ride, her father (assuming) and about nine other family members began to harass and insult my dad, who had remained silent throughout the ordeal. I did not feel safe but could not find security. I would have been terrified if it would have just been me and my kiddo. Googling - HP Security - the search doesn't result in "what do you do if something is wrong". I remember seeing a sign in the bathrooms by the ************* but other than that, I am not sure. I didn't see security on the app either. ******** replied "security can help with that" but they did not provide instructions on how to find or contact security.

  Business Response

  Date: 09/02/2025

  Hello, 

  Thank you for reaching out. All Pre-K **** information can be found here: *************************************************************************************** . This includes "*Pre-K pass is only valid for the child confirmed at activation, the pass is not transferable. Pre-K passes are not eligible for add-ons or upgrades. *NO REFUNDS, TRANSFERS OR EXCHANGES. NOT FOR RESALE. 2025 Season ****es are only valid for visits during the 2025 public operating seasons." Hersheypark Parking is sold on the Hersheypark website is an add-on. My apologies, Hersheypark does not offered refunds. I am sorry if this does not meet your expectations. 

  Customer Answer

  Date: 09/06/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you 
  
   Complaint: 23824492
  
  I am rejecting this response because: The website does not clearly state that the prek does not come with parking. The prek pass was used previously for parking. My parents bought us a season pass. They then dropped more money on day passes to go with their grandson. Had the prek pass not been accepted earlier in the season for parking, I would have told them not to go without me or I would have purchased discounted parking. 
  
  Regards,
  
  ******* *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/08/2025

  Thank you for the reply. Under "What's Included?" *************************************************************************************** our website does not mention parking. In order to stay consistent with agreements formulated during the purchase process, no further compensation or escalation is available. I apologize that we are unable to meet your expectations of a refund. 
  
  

• Initial Complaint

  Date:08/27/2025

  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.

  My family and I have been going to Hershey Park from 6/29/23 with large group of 7. This was our fourth trip to Hershey Park because my 9 yr old twin boys are Autistic and they enjoy the rides at the park. Unfortunately, this year in 8/19/25 we had an incident at the Cocoa Cruiser with a ride operator about the accessibility pass. My husband, father, and two sons waited patiently until they noticed that the ride operator wasn't taking notice of their presence after 4 rides were loaded. Finally, the other ride operator got the attention of the other ride operator pointing to my family in which he proceeded to allow my sons on the ride. We were told in guest services that when using the accessibility pass you could stay on the ride for 2 consecutive rides in which we had done when riding the Flying Eagles ride even though there was a line. However, when my husband told the ride operator if they could stay on the Cocoa Cruiser for another ride; he was rude to my sons and husband telling them, that they had to get off, because there was a long line. My husband spoke with one supervisor named ****** who was very dismissive about what had happened and couldn't be bothered. He lacked empathy and compassion about the situation with our sons. The worst thing for any special needs parent to see are 3 ride operators laughing about what happened. I was shocked and disgusted to see their behavior. We waited for a follow up call for the 9/20 and received no phone call. We did speak with other supervisors who apologized but gave the excuse that ride operators have good and bad days. When my husband showed them the video, they were speechless, and only offered excuses. I really hope that no parent or child goes through the trauma that we went through.

  Business Response

  Date: 08/28/2025

  Thank you for emailing Hersheypark *************** We are so sorry to hear that your experience was not a sweet one. We apologize that your visit did not meet your expectations. We truly value all guest feedback as we continually aim to improve our Guest Experience. We will be sure to share with the leadership team and appropriate department your concerns. We hope to see you again soon at Hersheypark.
  
  

  Customer Answer

  Date: 09/01/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23806787
  
  I am rejecting this response because: .This response is as dismissive as their treatment of us and how does their response justify their actions. I don't want an A.I. scripted response from Hershey tell us what you're going to do so this doesn't happen again to another family. Clearly, the staff is the definite problem that starts from the top all the way down because from what I've seen from that poor little girl drowning in the wave pool to the rescue of the little boy on the monorail Hershey park is getting worse. I don't want excuses; give me results.
  
  
  Regards,
  
  **** *******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/02/2025

  Hello, 

   

  Due to alleged threats of violence by the guest at the attraction. No further compensation, communication, or escalation will be offered to his guest. 

  Customer Answer

  Date: 09/05/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23806787
  
  I am rejecting this response because:
  I have no idea what they are talking about and their response doesn't make any sense at all. What violence? There wasn't any mention of that at all and who is "his guest"? The only thing I requested is an honest answer in what steps was the supervisors going to take for this ride operator from doing this to another special needs family. This is the second time that he's done this.

  
  Regards,
  
  **** *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 09/08/2025

  Thank you for your message. Please know the safety and well-being of our guests is our highest priority. We have passed your concern along to the appropriate department for review
  

• Initial Complaint

  Date:08/24/2025

  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 was riding the Wave Swing on August 24th around 7:25pm when one of the empty swings on the swing smashed into my lower knee and then was almost hit three times following as the ride was in motion. I used my other leg to protect myself following that incident, it left my leg incredibly swollen and in so much pain I had to leave the park.This is supposed to be an all ages ride, if I was a child and not a 29 year old women, someone could have been severely ******* very upset to have been hurt on a ride, enough so to end my time at Hershey park warly and not enjoy the full experience. This ride should be inspected for proper swing length out of concern for fellow riders. I attached photos below of my leg swollen shortly after the ride, and comparing it with my other leg.

  Business Response

  Date: 09/08/2025

  Hello, 

  
  Mrs. ****** was contacted via email on 8.25.2025 via ************************************* and has yet to respond to our inquiry. 

• Initial Complaint

  Date:07/22/2025

  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.

  About a month ago, my family experienced a theft that occurred while one of us was riding Candymonium. Someone took a f**** pack from the cubbies. While I understand the theft is not the responsibility of Hersheypark, the response to that event is. The night of, the security officer did not notify a supervisor, did not assist us in any real manner, and made no effort to empathize with our situation. Since then, the customer service, security, and any helpful response has been lacking. We have initiated almost every contact with the park despite being told that return calls and e-mails would occur. Out of approximately 10 different people we have spoken with, at most 3 have offered some sort of empathetic response. The most sincere response we got was from the parking attendant the next day when we had to return to get our car. The supervisors we have spoken to have mostly been dismissive, the customer service agents promise to pass things along however whether they do, or whether the people they actually pass things onto respond, is questionable. After speaking with the police, it is clear that there is an uptick in crime at the park which they are not being transparent about. We are not looking for compensation for our lost items, but the fact that no one has so much as offered a free soft drink on the park next time we come back is ridiculous. You're giving away ticket at a steep discount due to the recent weather, so I doubt that offering a family of 6 some soft drinks is going to break the bank. Your customer service department as a whole needs retraining, starting with a quick ****** in empathy.

  Business Response

  Date: 07/23/2025

  Hello, 

  
  Thank you for reaching out. I am sorry that your visit was interrupted by the behavior of other guests. Our written policy as it pertains to theft is found on our website.**************************************************************"Hersheypark and its employees are not responsible for lost, stolen, or damaged items" I apologize, but in order stay consistent with written policies, Hersheypark is unable to replace stolen items. I apologize if this does not meet your expectations but thank you for contacting Hersheypark. 

• Initial Complaint

  Date:05/28/2025

  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 purchased a cabana for use in the water park and now I have cellulitis and the water needs treated at Hershey. We walked through yesterday and it was green. The weather is also a concern. I attempted to resolve this with customer service and asked for a refund but they refused.

  Business Response

  Date: 06/05/2025

  
  We received your May 28, ****************************************************** ******* about a cabana she rented at The Boardwalk at Hersheypark for May 30, 2025. Ms. ******* also contacted Hersheypark on May 28, 2025 requesting a refund for her cabana rental initially due to the forecasted weather. Hersheypark has a 72 hour cancellation policy for the cabanas, which are provided to guests rain or shine. The cancellation policy is clearly posted on Hersheyparks website. Since Ms. ****** refund request was submitted 2 days prior to her cabana rental, Hersheypark was unable to issue the refund.
  Additionally, the statements made by Ms. ******* regarding the water quality at The Boardwalk are patently false. The water at Hersheypark, as well as at *************, is filtered and sanitized in accordance with the standards set forth by the **********************************  Hersheypark completes in-house water chemistry readings throughout each  operating day and has a third party lab complete testing once a week to ensure water quality. 
  Lastly, Ms. ******* checked-in and used her rented cabana on May 30, 2025. 
  For the reasons set forth above, Hersheypark will not be issuing the requested refund to Ms. ******** Please let me know if you require any additional information. 
  
  

  Customer Answer

  Date: 06/05/2025

  I did end up using the cabana because I didn't want to be out the money I paid. But I do want to clarify that the water in the lazy river was not clean and it was closed for that reason. That information was confirmed by the attendant working at the cabana rentals and I have attached a photo as proof. 

  Business Response

  Date: 06/05/2025

  The Boardwalk, is filtered and sanitized in accordance with the standards set forth by the **********************************  Hersheypark completes in-house water chemistry readings throughout each  operating day and has a third party lab complete testing once a week to ensure water quality. 

• Initial Complaint

  Date:05/17/2025

  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.

  Date of transaction 3/2024 Date of contact 5/17/25 Amount disputing $379.19 Order number: 20240318-10397084 Contacted via phone and email and not happy with the conclusion and lack of accountability.I purched tickets to the aork last year during their off season planning to go at a later date taking advantage of a sale they had. We'll when referencing the email order confirmation as well as the virtual tickets I did not see an expiration anywhere so I figured I coukd use them during another season. However when I recently looked into the matter and possibly planning a trip I quickly realized that in fact Hershey park tickets do have an expiration.The company refuses to honor my tickets even though I provided proof of the order confirmation and mobile tickets that there's no expiration anywhere to be found.

  Business Response

  Date: 05/18/2025

  Hello, 

   

  All Hersheypark Tickets have an expiration date. This verbiage is found in the following location: 

   

  - ***************************************************************** -  Current verbiage- "Tickets valid any operating day through January 4, 2026" Similar Verbiage was available at the time of the purchase in question. 

  -******************************************************************************************************** - "Tickets are valid any day during the 2025 public operating schedule (April 5 - January 4, 2026" Similar Verbiage was available at the time of the purchase in question. 

  - At the bottom of each checkout page - "Tickets and add-ons are nonrefundable and nontransferable and exclude activities/events separately priced. Attractions and other offerings are subject to availability, closures, weather conditions, and change or cancellation without notice or liability. By continuing with this purchase you agree to our terms, Privacy Policy, and, if applicable, the Season Pass Terms and Conditions."

  As discussed with Ms. ****** previously, tickets past their expiration date are no longer valid and cannot be exchanged or extended. All dates and validity were shared prior to making a purchase. 

   

   

  Customer Answer

  Date: 05/18/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23344537
  
  I am rejecting this response because: as stated previously, the tickets were bought during the off season. Months later when I was thinking of planning the trip I referenced the order confirmation email and also clicked The View tickets option and could not find an expiration on either of those so I had assumed since I paid for the tickets whenever I chose to use them I could. I could not remember months later what the website said which is why I referenced my email what are confirmation. I feel like it is in poor taste to not put that in the order confirmation nor on the virtual tickets like when I clicked view tickets and it did not say a date. Due to unfortunate circumstances and not being able to go last summer I feel like it's in good taste for a company to accommodate their customers. It is clear to me that this ********************** does not value its customers at all. Many companies have policies that under certain circumstances they choose to go against if it means the customer would be satisfied. That's called good customer service. I feel like I'm being robbed by this company because they're taking advantage of my poor memory recall at the time I was attempting to find out when I had to use them by. It just seems common sense to me to put the expiration on the order confirmation email as well as when you click View tickets. I really don't understand why it is not written on the order confirmation and the only reason I could think is to deceive guests and situations like this because I don't believe it's asking too much to put an expiration date on the order confirmation email that is sent out.
  
  Regards,
  
  ******* *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/19/2025

  Hello, 

  Thank you for the response, although the digital tickets do not have the expiration date printed on them, the validity dates were agreed to prior to purchase by ******** acknowledging the terms of conditions of tickets. This included validity dates made available in both the advertising and during the checkout process. This was discussed with Ms. ***** through multiple correspondence with Hersheypark management. Due to the large number of guests that purchased tickets under the promotion without incident, no further compensation will be offered. 
  

  Customer Answer

  Date: 05/29/2025

  I'm sorry I never replied but no I am not satisfied. Almost $400 spent and because the email they sent me did not have a date they shpuld be held accountable. All I wanted was the credit for my tickets, not asking for money back. I am disgusted by the lack of responsibility and the lack of concern to make it right. 

• Initial Complaint

  Date:04/23/2025

  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.

  Purchased fast track passes on April 14, 2025 (2 @ $80 each, total $160) to use at Hershey Park on April 18, 2025 to be used to skip the line on rides. We waited in line, scanned the fast pass, then had to exit the line as the ride broke, was told to come back later and theyd let us on. We did that, and the attendant did not let us back in line. This exact scenario happened again on a later ride that also broke down and we had to leave the line, then denied access to re-entering in the fast track line. I contacted customer service, and they referred me to terms and conditions on their website. However they sold me passes that their staff did not allow us to use after their rides broke down. They then did not reply to my latest email asking for more clarification.

  Business Response

  Date: 04/23/2025

  By way of introduction, my name is **** La Riccia and I am the Director of ************** at Hersheypark. Thank you for reaching out. We certainly sympathize with your current situation you explained, however we are unable to refund or offer extensions on tickets, Season Passes, or add-ons. This policy was agreed to upon purchase:

  "Riders must meet all height and rider requirements. Fast Track and Fast Track Unlimited Attractions include: Candymonium, Carrousel, Comet, Fahrenheit, Great Bear, Hershey Triple Tower, Jolly Rancher Remix, Laff Trakk, Lightning Racer, Reeses Cupfusion, Skyrush, SooperdooperLooper, Storm Runner, Trailblazer, Wild Mouse, and Wildcat's Revenge. Vouchers will be delivered via email upon purchase. Visit the in-park kiosks, or any ************** location, to scan your voucher and receive your wristband. The Fast Track voucher is not eligible for refund, exchange or upgrade. Attractions may be subject to change. Quantities are limited. Prices may fluctuate, based on demand, at any time."

  We apologize if this does not meet your needs, however we do hope to see you at Hersheypark soon.

  Customer Answer

  Date: 04/23/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23241072
  
  I am rejecting this response because:

  I understand you have terms and conditions-however you sold me tickets that your employees did not allow me to use. 

  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 04/23/2025

  Hello,

   

  My apologies, Hersheypark does not offer refunds and based on the terms and conditions shared prior to purchase, no further compensation will be offered at this time. 

  Customer Answer

  Date: 04/23/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23241072
  
  I am rejecting this response because:
  

  I had a friend we were with who had the same experience as we waited in the lines together, who went to guest services and they refunded her for her fast passes. So why did she get a refund and I am not? 
  

  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/21/2025

  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.

  Hi I would like to talk to someone regarding our visit to Hersheypark and Chocolate World on Friday, 4/18/25.We arrived to Chocolate World around 1pm and joined the main quick service line for lunch. Chocolate World was busy and the line was incredibly long but for some reason they were only operating 1 or occasionally 2 registers with the process being terribly inefficient as we waited about 45 minutes for lunch. This experience has me wondering why there was not more staff on site to accommodate the larger crowds? Once we finished eating, we got in line for chocolate tour and waited about 45 minutes as well. When we arrived to the loading platform we noticed several of the ride vehicles were out of order, at one point counting 12 in a row, which led us to wonder why Hershey did not have this attraction ready for the beginning of the season and for the holiday crowds and thus wasting our time.We then went over to Hersheypark and I took my two young kids (6,5) on some of the kids rides while my sister in law and niece waited 60 minutes for Candymonium.Regarding the kids rides, on the Traffic Jam ride, the operator struggled to start the ride and we waited while he made a maintenance call when it was obvious to me the emergency stop was on and judging by his actions while on the phone, that was the culprit.We rode a few more rides but noticed that due to the newer fastrack program, standby lines are now slowed to a crawl leading to inflated wait times.Our trip to Hersheypark and CW was disappointing and the moments I outlined above are just a couple of examples, memorable for the wrong reasons. I would like to talk to the general manager of the park as I feel like this feedback is important. There are many other parks nearby and for the cost of the tickets at Hersheypark we feel like we very much did not get our moneys worth. My sister in law and niece were visiting from ********* as well and at some points it felt like time wasted.

  Business Response

  Date: 04/21/2025

  Thank you for emailing Hersheypark *************** We are so sorry to hear that your experience was not a sweet one. We apologize that your visit did not meet your expectations. We truly value all guest feedback as we continually aim to improve our Guest Experience. We will be sure to share with the leadership team and appropriate department your concerns. We hope to see you again soon at Hersheypark.

  Customer Answer

  Date: 04/21/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23231010
  
  I am rejecting this response because:  They are not addressing my concerns or giving me the courtesy of a human response as requested; this is a canned response and actually makes me feel worse about my experience.  This further proves my complaint on how this park is managed.  I want to talk to someone in management, preferably the *** to appropriately address our experience to make this right.  Thanks.
  
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/07/2025

  Hello, 

  Guest has been contacted via Hersheypark's correspondence program. 

  Customer Answer

  Date: 05/07/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and talked with the Director of Guest Experience, **** La Riccia, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******