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:05/11/2024

  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.

  We were not offered *** parking. Upon entering, 120 minutes is impossible for a disabled individual. No *** ********* restrooms, travel such as trams, stairs, food and drink options. We waited two hours just to pass security, after being directed to the "fastest" lane. We literally carried our friend, as drunk people staggered into her. When asking for help, one told us she wasn't even given a walkie. When asking to speak to blue shirts, we were initially denied. Not to mention that my 16 year old was told to hold up her pants, or all of us leave we, because her belt set off the metal detectors. After being told to walk away from my child, and refusing, offering to remove her belt, she was told to put a hole in her pants and get over it. At 16,and barely 120 lbs. Almost 3 hours in, we managed an hour show, then a two hour wait to get out. We were denied any help for our disabled friend. Rude employees, useless security and first aid, zero responsibility, zero respect, zero training. This faci6 should be shut down.

  Business Response

  Date: 05/16/2024

  Thank you for emailing Hersheypark ***** Services. 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 ***** 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.

• Initial Complaint

  Date:04/22/2024

  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.

  We drove for 2 hours to ride the roller coasters at Hershey park. Paid ***** parking and ****** entrance fees to not be able to ride a single roller coaster due to high winds. We waited in line over an hour and half for tickets, entered park and got in line for 1st ride. After waiting we were told ride was closed with no explanation or if reopening. Then walked around to find all coasters but one was shut down, it had one 10 person cart running with 200 pain line. All others coasters were shut down . Again no one to help or an explanation, we left after an hour without riding a single ride. Ran through Hershey on way out and went home. There should have been knowable staff, signs, something to let customers before wasting time and $. I only found out when called to complain, nothing is being done about refund when we were unable to ride the rides, they were extremely short handled. Never had such exyat any park before. I would refund and situated for future guests,thank you,,

  Business Response

  Date: 05/08/2024

  Hello, 

   

  Guest has been contacted and offered a return visit. 

• Initial Complaint

  Date:03/06/2024

  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.

  June 21 2023, I bought over $200 of Hershey park tickets to be used during 2023 season like any other tickets I have bought over the last decade. Tried to use them in Mid September and was told they expired and no refund would be offered despite their taking my money and providing no service. It appears I was supposed to know the 09/10 on the line item meant expires 09/10 yet the word expire doesn't exist ANYWHERE on the order confirmation. This is clearly not an attempt for clarity for customers and clearly IS an attempt to DECIVE. Hershey has offered valueless 50% off coupons. I say valueless because their tickets are on sale all the time and the 50% off is only off full detail tickets. Again, another attempt to deceive to try to get me to take coupons that really have no value to settle this. Based on the large number of complaints and their 2 out of 5 rating here, it is clear Hershey has become a dishonest place who loves to reap rewards based on expirations.You have my permission to make this complaint public and available to any and all news and social media outlets as I will be posting my story there anyway.Order Date: 6/21/2023 (Qty: 2) 1-Day Ticket - All Ages 100 Yrs Of Coasters Pkg (9/10):(Qty: 2) 1-Day Ticket - All Ages 100 Yrs Of Coasters (9/10)Subtotal:$200.00 Processing Fee:$5.98 Order Total:$209.38

  Business Response

  Date: 03/07/2024

  Hello, 

   

  Hersheypark discussed this matter with Mr. De La Fuente on 9.10.2023. At time Mr. De La Fuente was offered a 50% discount off of a full price ticket at our ****** Services location. This offer was a courtesy as his tickets had expired. The expiration date of the tickets was agreed to upon purchase through a digital acknowledgement. The offer is still valid under 2023GRLG-1703-2371 and is available until 12.31.2024. 

  Customer Answer

  Date: 03/07/2024

  [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: 21396144
  
  I am rejecting this response because Hershey has not addressed the issue that the order confirmation does not have the word "expire" anywhere.  Their offered coupon is of no value that I have also clearly discussed so Hershey has in effect offered no agreeable solution to this.  The only fair solution that remains is a full refund due to the lack of full disclosure on expiring product on the order confirmation.  All tickets I have ever purchased from Hershey have been good thru the end of the year so anything other than that should be OVERTLY and CLEARLY identified which it was not per the evidence I provided,  Again, just look at the order confirmation which any buyer would refer to when wanting to use the tickets.
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/07/2024

  Thanks for the response, 

   

  Attached is the sales order with dates 9/10 printed on the order. Prior to purchase, expiration dates were advertised and a digital agreement was agreed upon by the purchaser that stated the tickets were nonrefundable. Hersheypark's discounted offer still stands and can be redeemed on the day of the guest's visit by using 2023GRLG-1703-2371. We apologize if this does not meet the guests needs, however we do hope to see them again at Hersheypark soon.

  Customer Answer

  Date: 03/07/2024

  [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: 21396144
  
  I am rejecting this response because Hershey did nothing other than present screen print that I already provided.  Again, the word "EXPIRE" is nowhere to be found.  It now occurs to me this should go bigger and become a class action suit as I read so many similar complaints of Hershey dancing around language when it is shown over and over again how their language is unclear and misleading.

  Again, their offered coupon is of not value.  Their tickets are on sale all the time.  I have never paid full price for tickets without their coupons so in effect Hershey has shown ZERO culpability for the word "EXPIRE" not being presented on the order confirmation at all and they have offered NOTHING of value to remedy the situation.  I state again, I am now going to seek class action on this as my gut is telling me this practice by Hershey is very common.

   

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

  
  

  Customer Answer

  Date: 03/09/2024

  I spoke to someone with legal knowledge on products that expire and an expiration date MUST contain a year.  The "09/10" doesn't meet any qualifications to be a clearly understood expiration date.  The word "expire" is not shown ANYWHERE on the order confirmation and there is no year.  Therefore for this new year, the tickets are again good until 09/10 and are perpetually good for ALL YEARS before 09/10.

  Hershey has to come to grips that they messed up and their order confirmations are massively deficient and therefore should not unfairly enrich themselves at customer expense.

  Business Response

  Date: 03/09/2024

  Hello, 

  Due to a threat of legal action, this complaint has been sent to our legal department for review. 
  

  My apologies, but at this time no other response can be issued. 

  Customer Answer

  Date: 03/09/2024

  [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: 21396144
  
  I am rejecting this response because Hershey never offered anything other than a coupon so their suggestion they can't reply differently due to my reference to class action is a farce.  Please close this complaint as unresolved as this is a waste of time.  It took me two minutes to find someone else who happens to be in my town who had the exact same issue with the exact same offering by Hershey.  The odds that there are many many many more customers who were duped seems very high.
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/12/2024

  Hello, 

   

  Attached is a screenshot from the point of purchase online noting the expiration date. 

  Customer Answer

  Date: 03/12/2024

  [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: 21396144
  
  I am rejecting this response because Hershey continues to have a lack of focus on the issue called out.  The ***** CONFIRMATION does not have the word "EXPIRE" nor "MUST USE BY" anywhere on it.  The order confirmation is OBVIOUSLY the mechanism customers will use when reviewing the purchase later in the summer.  Attached tickets are only needed for entry and most customers don't print them any more.  CRITICAL info like EXPIRE should be overtly visible on the order confirmation given that a majority of the tickets sold are good for the whole year.  I have NEVER purchased tickets from Hershey that expire before year end so this clever bait and switch on their part should be OVERTLY CALLED out on the order confirmation to give the customer the highest chance to use the tickets in time.

  Again, Hershey's offer of useless coupons is insulting and I have already gathered social media feedback who agrees with my assertion that Hershey tickets are offered at sale prices all the time so a coupon that is only based off full retail price is nearly valueless.

  It is clear Hershey is not interested in a fair resolution to this so why hasn't this been closed as resolved?  This cycle of nonsense is a waste of time.

   

   

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

  
  

• Initial Complaint

  Date:01/30/2024

  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.

  In the fall 2023, I purchased 2 group tickets through work at $45.10 each. On the date we were going, 12/17/23, I purchased 2 ******************* mugs and parking for $61.81 on line. We arrived at 530pm in a heavy rainstorm. No parking attendant so parking fee wasn't necessary. The park was dark and didn't look open, people were leaving. We went to chocolate world and I asked about the mugs. I was told they couldn't help me. I messaged customer service several times with no response. I emailed on 1/27/24 asking how I can get my mugs and immediately received a response asking for order # I responded with # and no response received. I wasted almost $152 and got nothing.

  Business Response

  Date: 01/30/2024

  Hello, 

  Guest will be contacted in the next ***** hours. 

  Customer Answer

  Date: 02/04/2024

  [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: 21218928
  
  I am rejecting this response because: they offered 2 small water bottles in exchange for my 2 souvenir mugs at $16.42 each plus $8.97 processing fee. Not even close to what I paid.  They requested I send proof of my tickets which I have not done yet. 
  
  
  Regards,
  
  *********************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/08/2024

   

  The following email was sent to the guest on 2.6.2024 

   

  "Thank you for the additional information. I apologize for the delay in getting back to you as our response time is typically three to five business days. With the information you provided I am able to locate your souvenir mug purchase. We would be happy to offer you two (2) Snack Vouchers valid through 12/31/2024 that can be used on your next visit. Each Snack Voucher can be exchanged for your choice of one of the following at a participating location: a small water bottle, a small soda drink, a small fry, a kids Dippin Dots or a small soft-serve ice cream. We would also like to offer you a resolution for your admission tickets. In order for us to provide a resolution for your admission tickets as well as log the Snack Vouchers, could you please send us your admission ticket numbers along with your full mailing address. Once we receive this information, we will be able to assist you further. We look forward to hearing from you soon!"

  Customer Answer

  Date: 02/15/2024

  My tickets as requested

  Customer Answer

  Date: 02/15/2024

  [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: 21218928
  
  I am rejecting this response because: the value of what you are offering is much less than what I paid for the mugs. 
  
  
  Regards,
  
  *********************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/15/2024

  Hello, 

  The tickets and snack vouchers offered are valid through the 2024 season and can be picked up on the day of your visit at the *************** office using Reference Code: 2024WEBC-9437-3776. My apologies, as stated in the initial purchase agreement.add-ons are nonrefundable. At this time the mugs in question are no longer available. 

  Customer Answer

  Date: 02/17/2024

  [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: 21218928
  
  I am rejecting this response because: I would like clarification. What tickets are being offered? I was told details about the snack voucher, I'd like to know what "tickets" mean. Thanks
  
  
  Regards,
  
  *********************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/20/2024

  Hello, 

  According to our latest correspondence with ********, the ticket offer was accepted, please see attached. At this time, we considered the matter resolved. 

  Customer Answer

  Date: 03/02/2024

  I'm satisfied with the 2 tickets and the voucher.

• Initial Complaint

  Date:01/15/2024

  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.

  I ordered tickets on April 1, 2023, from a group fundraiser. The tickets were lost in an email (probably spam). I forgot about the order and called on October 13, 2023, and had the tickets reissued to me. In doing so, the person I spoke to told me I had until December 31, 2023, to use the tickets. As we were ready to go to the park last month, I opened the tickets to find out there was an expiration date on them as of September 10, 2023, as I purchased summer tickets. I did not realize the tickets expired.

  Business Response

  Date: 01/15/2024

  By way of introduction, my name is *************************** and I am the Director of Guest Experience at Hersheypark. Thank you for reaching out. When an organization partners with Hersheypark to sell our tickets to their constituents, that organization agrees contractually to a price-point and validation calendar. I apologize, but once the tickets are purchased through that organization, they cannot be refunded or extended.As a courtesy, Hersheypark can offer a 50% discount to guests who have expired tickets. We apologize if this does not meet your needs, however we do hope to see you at Hersheypark soon.

  Customer Answer

  Date: 01/23/2024

  [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: ********
  
  I am rejecting this response because:

  I am surprised Hersheypark is not honoring the original extended request to Dec 31, 2024. It was a very difficult holiday season, and we were excited to bring some joy to the season by visiting Hersheypark. If my only option, although not ideal, is to purchase additional tickets at 50% what would the ticket price and effectivity dates be? This is a challenging situation for us to manage. 
  
  Regards,
  
  *************************

  Business Response

  Date: 01/29/2024

  Hello, 

  The previously mentioned offer would be extending though 12.31.2024. We look forward to your visit. 

  Customer Answer

  Date: 01/29/2024

  [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 find that this resolution is satisfactory to me. Thank you so much for the kind understanding.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:12/31/2023

  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.

  The following email was sent by my wife and they resolved our problem without helping us. Hello,It will not let me enter on the page. My family just visited the park with 4 of our group tickets. I called on 12/12 and was told if I call on 1/1 I can get a 50% credit. When I spoke to the lady at the guest relations counter on 12/23 when we visited and we were registering my husband **** for the disability pass. She said the same 50% credit, but since we want to get season passes this year as part of a birthday vacation she said to call and give that information. I just spoke to ****** in group sales and she said no, I got directed to call season passes and they said no. I understand I will never buy through a group sale, but now I’m out the following money: I still have 4 and 2 $20 parking  $211.80 total cost I paid with the group sale  We want: 3 passes bite size $153 1 with cups king size $240 Total $699 If discount from tickets $487.20  Is there a way to do something like this? My boys had the best time on our Christmas present mini vacation at the lodge and to Hershey and are begging for passes and to have their birthday presents to stay again. Honestly, I told them yea already based on what multiple Hershey employees told me and now I will have to tell them no if I lose out on over $200. Is there anything you can do for me? To keep me as a customer? Today, when we were told no by Director **** ********, we asked for a giftcard, or anything but he said “50% off tickets.. at this time we consider this matter closed and look forward to your visit in 2024”. Sadly we now won’t purchase season tickets as planned for a birthday trip for my son because they don’t car we are out of all of this money and are not willing to budge. We said we could do various options. Just knew 50% off tickets would not help & we’d not be better off. After multiple Hershey workers gave false hope. 50% credit is not the same as voucher. We would have adjusted our vacation.

  Customer Answer

  Date: 01/02/2024

  I have a handful of other email screen shots if you need them. I could only link 5. 
  

  As you can see on the emails. My wife is ************************* who started the process. 
  

  We arent asking for much, with the miscommunication we just wanted to not lose our money and have given several options to them on here or email. 
  

  Business Response

  Date: 01/03/2024

  Hello, 

  Thank you for reaching out. When an organization partners with Hersheypark to sell or distribute our tickets to their constituents, that organization agrees contractually to a price-point and validation calendar. I apologize, but once the tickets are purchased through that organization, they cannot be refunded or extended.As a courtesy, Hersheypark can offer a 50% discount to guests who have expired tickets. Hersheypark does not offer refunds or discounted season passes to guests. 

  The original offer of 50% off tickets for the guest in question still stands and the guest has been given instructions on how to redeem this offer. 

  Business Response

  Date: 01/03/2024

  Thank you for reaching out. When an organization partners with Hersheypark to sell or distribute our tickets to their constituents, that organization agrees contractually to a price-point and validation calendar. I apologize, but once the tickets are purchased or distributed through that organization, they cannot be refunded or extended. As a courtesy, Hersheypark can offer a 50% discount to guests who have expired tickets. We apologize if this does not meet your needs, however we do hope to see you at Hersheypark soon. 

  Customer Answer

  Date: 01/15/2024

  Sorry I could never see this and that is why I did not respond. You can see my response on the review weeks ago. This is really disheartening that as an organization they will not budge one little bit to make us not waste hundreds of dollars especially hearing that we wanted passes this year, and that their employees gave wrong information. 

  Business Response

  Date: 01/15/2024

  Hello, 

  After reviewing the correspondence, Hersheypark is comfortable with the initial offer stated in our communication. I apologize, but the 50% discount on daily tickets is still valid through the 2024 season. 

• Initial Complaint

  Date:12/28/2023

  Type:Sales and Advertising 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 ordered tickets on 3/31 from a group fundraiser. The tickets were lost in my email (probably spam). I forgot about the order and called on 11/25 and had the tickets reissued to me. In doing so, the person I spoke to told me I had until 12/31 to use the tickets. As we were ready to go the park this week, I opened the tickets to find out there was an expiration date on them as 9/10/23 as I purchased summer tickets. I did not realize the tickets expired.

  Business Response

  Date: 12/29/2023

  Hello, 

  Guest will be contacted today and offered an extension. 

  Customer Answer

  Date: 12/29/2023

  [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 find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:12/11/2023

  Type:Sales and Advertising 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.

  Canceled my auto renewal and was still charged for season passes. Then I call and they say they can't refund the money. So they said it was canceled that I wouldn't be charged again. Than I was charged again the next month. Call again and I get the same run around. Can't refund my money even though I canceled it twice. Had to cancel my card just so they don't do it a third time. This is bad business.

  Business Response

  Date: 12/11/2023

  Hello, 

  Will be in contact with guest through our Security Team due to threatening messages sent to our Contact Us. 

  Customer Answer

  Date: 12/21/2023

  Hershey refunded ll the money that was taken. Not sure if BBB had anything to do with it. But everything has been taken care of. Thanks.

• Initial Complaint

  Date:12/05/2023

  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 placed an order for 3 hersheypark season passes. I was charged and received the attached confirmation web page. I signed up for the 10 month payment plan. I never received my hersheypark passes nor did I receive an email. When I logged into the website it said that I have no passes. I called customer support and they advised me that the charge was pending and the purchase shouldn't go through since they can't pull up any information on the provided confirmation number. 2 days later now the charge is completed and no longer pending. I purchased new season tickets which went up a little in price but I still don't have my refund for the original purchase and I'm worried I'm going to continue to get charged every month for the next 9 months the same $120.06 since the payment went through and I signed up for a payment plan. If i continue to get charged that will end up $1200.60 for an extra product/service I dont have. They said it could take up to additional week for the finance team to get back to me. Original order was placed Friday December 1st 2023, replacement order was place Sunday December 3rd.

  Business Response

  Date: 12/05/2023

  Hello, 

   

  The park received this concern on 12-3-2023. We are currently working with our Finance Department to investigate all charges. 

• Initial Complaint

  Date:10/22/2023

  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.

  My daughter, niece  who has austism, sister and brother-in-law and I visited Hershey Park on 10/21/23 to celebrate my nieces 21st birthday. Her wish was to attend the Dark Nights event. When when got to the park shortly after 6pm we focused on getting to the haunted houses. It took us almost 45 minutes to be directed to the Coal Miner haunted house where we waited for 90 minutes. Of the four staff we encountered none could effectively direct us to the haunted house which we circled at least twice from above (passing the Comet ride). There should have been clearer signs directing customers to the Dark Nights festivities The only other ride we got on was the Comet. Why charge customers those prices, plus parking for two cars for an experience where we could not fully help my niece celebrate her birthday? After Dark starts at 6pm and there is no way to enjoy the event with the amount of people visiting the park. All the haunted houses had over sixty-minute wait times (some ninety minutes). Even the rides that were supposed to be part of the experience had long wait times. Hershey Park should inform customers that they may not be able to participate in most After Dark /Dark Nights activities. As a family we could have spent our time and money elsewhere. Very disappointing because we have been to Hershey Park on other occasions and did not have this experience.

  Business Response

  Date: 10/23/2023

  Hello, 

  Guest will be contacted and offered complimentary tickets good through the 2024 season for a (1) time visit for each ticket purchased. This will be offered in the next 48 hours. 

  Customer Answer

  Date: 10/23/2023

  [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 find that this resolution is satisfactory to me. 
  
  Regards,

  
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