ComplaintsforKentucky Kingdom

• Initial Complaint

  06/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

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

  Business response

  07/17/2024

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

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

   

  Customer response

  07/18/2024

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

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

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  08/22/2023

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

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

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

   

   

  Customer response

  08/23/2023

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

  Business response

  08/25/2023

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

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

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

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

  Customer response

  08/30/2023

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

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Business response

  08/23/2023

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

   

   

   

  Customer response

  08/25/2023

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

  
  

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

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  08/14/2023

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

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

   

   

   

   

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Business response

  08/14/2023

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

   

  Customer response

  08/15/2023

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

  
  

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

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  08/16/2023

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

   

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over crowding of park putting profits before safety park could not handle the amount of consumers safely the weekend of July 28,29 2023 park ran out of ice water park was fiasco no one was made to wait in line or turn their tubes back in at lazy river if the park is not going to allow outside food or drink then it should be held responsible for providing that for its consumers furthermore when park reaches its capacity gates should be closed until people leave to create safe and fair riding practices for its consumers

  Business response

  08/01/2023

  We regret that this guest did not have a good experience while visiting our park. 

  
  With respect to the volume of guests in the park, Kentucky Kingdom & Hurricane Bay’s in-park capacity of 13,000 was not reached on July 28 (in-park attendance was under 4,000) or July 29 (in-park attendance was under 10,000).  Of course, Saturdays and Sundays are generally going to be our busiest days and we recommend guests visit during the week when possible. 

  
  Safety is always our top priority.  While some lines may have been longer than we or our guests would like during *** ********* visit, the park was never at an unsafe attendance level.  Our Security and Health Services personnel were available to handle any issues and our staff works diligently to address the needs of our guests.  The park has never run out of water and there are water fountains available throughout the park in addition to free water available at all food stands and restaurants.

  
  

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I came to Kentucky Kingdom Monday, May 22 with our four daughters, all 9 and under. We'd purchased some tickets in advance, and some at the window. The website didn't tell us about closed rides, the ticket agent at the window didn't tell us about closed rides, and the worker at the turnstile entrance didn't tell us. It was only AFTER we entered that we were informed that ALL of King Louie's Playground was closed. These are the only rides that two of my children can ride. I was offered a refund but was actually only given rain check passes ("Guest Recovery Complimentary Tickets"). We checked the website when we got home and confirmed no information about closures. Someone should have told us -- when selling tickets to young children!! -- that the entire children's park was closed. Please refund us our money. The receipt for the tickets bought at the window says Approval: ******* $153.67 for two 1-day child admissions and one 1-day general admission, 5/22/23 at 10:12 am, ********** (the character after the 706 is illegible on the receipt, but may be a numeral 1, a space, a colon, or a lowercase i). I have already contacted the company and they said that I could only have debated this issue while at the park that day, but I was told I was getting a refund when the receipts were given to me, and I had young children who were sobbing because we had to go home. I'd simply like a refund of the tickets I bought and couldn't use because of Kentucky Kingdom's failure to disclose important information that was obviously applicable to my family with small children.

  Business response

  07/31/2023

  *** ******** and his family visited the park on a school day with signs posted that indicated limited attractions operating.  Guests who were unhappy with the limited attractions offered were given the choice to receive rain checks or a refund.  We apologize for any confusion that resulted in the guest receiving rain checks rather than a refund and have reached out to him to process the refund for the three (3) tickets purchased.

   

• Initial Complaint

  07/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought 5 tickets and my family wasn't able to ride anything. We entered the park around 6 PM on 7/8. While in line we were told the rides were closing due to lightning and an incoming storm and the rides should only be closed for a short time. We waited for about 30 minutes and was told there was a bad storm coming around 7 so the rides probably wouldn't open back up. On the way out, I was told by Guest Services that no refunds would be given at that time, but I could call Guest Services. They did not mention anything about waiting for a rain check. I called Guest Services on 7/9 and spoke to a rude woman named **** in regards to a refund/rain check. She incorrectly quoted me a policy, so I asked if she had read it. She also said the park gave out passes and I let her know that I did not get one. She kept saying things like "whatever" and I'm not going to argue with you" when I asked questions. She gave me an email to send my information to. After. We hung up, she called me back to "clarify" the policy after she went and read it. She emphasized the policy has the word "may" give out rain checks. I let her know that may does not apply in the situation because they actually did give them out per what she told me earlier. The conversation was overall rude from the beginning with her tone and attitude and ended with me being rude and hanging up. I am not from this area and **** is not a good example of who this company should want to represent them. I asked for a a manager and was told there was none that I could speak to. I am requesting a refund for the $150 I paid or a rain check that can be used before my family leaves on July 11th. $150 is a lot of money to enter a park and not be able to do anything. At no point when I was at the park did Guest Services or any of the workers I spoke with mention staying until they gave out rain checks. This was a major disappointment for my entire family, but most of all to my 5 year old child who was excited about visiting.

  Customer response

  07/10/2023

  
  Better Business Bureau:
  
  

  I have heard from the business and have been offered a rain check.

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

  
  

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

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our BETA group was there for BETA night and there were warnings before the outing and Kentucky Kingdom would not refund our money so many of us went and as soon as we got there we went to a ride that we never got to ride and my mom and another little boy was in line waiting to ride the old timer cars. It started hailing and we hollered at everyone to seek shelter and the workers of that ride shut the gate and took off leaving everyone else in line. My mother is not able to climb over the gate like others were doing so this little boy picked her up and got her over. Than we went to the cement bathroom for shelter and the employees started hollering and kicked us out little kids and all in a hailstorm with golf ball size hail beating down. We were kicked out of the park and ran to the west wing of the expo center. It was horrific and others in our group had to beg them to let them in a storage area in the very back of the park because they wouldn’t let them at first but they had little kids and 2 motor scooters and they couldn’t make it to anywhere else. All of this and they hey stated on the news that they may refund partially and BETA will refund the rest. I think they need proper training for emergencies like these and I personally with many others would like to know the reasoning behind kicking us out of our shelter into a horrible hailstorm. The ones that rented the scooters has called and Kentucky Kingdom refused to reimburse them. Our group never sat on a ride at all. We paid all that money and was treated horribly. We all would like answers and for Kentucky Kingdom to be responsible for refunds for everything. This is very unacceptable and not the way to run a business.

  Business response

  07/04/2023

  We regret that this guest and her group were unable to enjoy Kentucky Kingdom due to inclement weather. 
  
  The BETA group was a private event with payment made to Kentucky Kingdom by the group, not by individual attendees.  Kentucky Kingdom made refund arrangements with the BETA group which then made refunds to individual attendees upon request.  We urge *** ***** to contact her BETA representative for a ticket refund.
  

  Customer response

  07/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: there was a safety issue. They kicked us out of a safe shelter in place in the middle of a hailstorm with golf size hail to run through the park, out of the exit, through the entrance way, across the road, across a large parking lot to seek shelter. That is very unacceptable. The employees of the old time truck ride left the people waiting in line with the gate shut and never told them to seek shelter. Very unacceptable. Safety is a big issue. 
  
  Sincerely,
  
  **** *****

  Business response

  07/11/2023

  Kentucky Kingdom followed safety procedures by evacuating guests and employees to an emergency shelter at the Kentucky Exposition Center, which is adjacent to the amusement park.

   

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