ComplaintsforSandcastle Waterpark
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Complaint Details
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Initial Complaint
07/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have an eleven year old niece that I brought to sandcastle water park. She wears hearing aids and has to take them off while swimming. I let her swim awhile until I went over to get her out of the water. When I was over I noticed she was in the deeper part of the water. I was there screaming her name which she could not hear so I asked a life guard to get her attention to get her out since she was on the side of the rope closer to her in the water. I pointed and also described her and The life guard asked me “why” and I then explained why and the life guard ignored me and turned around leaving me screaming and waving for my nieces attention. I’ve had another incident with another resort, as I was screaming for help from the pool trying to keep her over water and no life guard came but a stranger rushed over instead. I will be considering taking legal action because I can’t keep letting this happen. I waisted money coming into this park just to realize kids are not safe. It’s important for staff to be aware of and trained for kids with hearing and speech issues in case they’re in potential danger. I now have to be ready to dive in for her if something bad happens and I can’t depend on the guards on duty to help me. I will not be back and I will let others know the potential danger they are in attending this resort.Business response
07/15/2024
Hello,
The park will reach out to this guest through email.
Thanks,
Zachary Z***
Customer response
07/16/2024
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.
Regards,
****** ********Initial Complaint
06/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Date of Occurance : 6-15-2022 Time: 5:40pm Location in Park: Tad Pool. Cost of the park passes : I have a platinum for $229 and then 2 silver passss for my kids that each were 79.99. Total was $388.98(plus fees) While taking my family to family park. There was an altercation that took place between a woman and myself. She walked over and approached my brother-in-law threatening him and indicated that she would shoot him. All while screaming obscenities. I was really taken aback and confused. She claimed that he yelled at her son. He did not they just had a larger child that was roughhousing and he said nicely hey I don’t think the little kids want to play that rough. She started getting closer to me and started calling me racial slurs. At this point I hadn’t said anything I was really confused. I looked around for help and asked two workers to remove her and get her out of my face as she was becoming very aggressive and using slurs. They have a very young staff there they weren’t really sure how to handle it and they weren’t equipped or likely trained and they just walked away. They didn’t call for help either this went on for five minutes of her screaming at me. At that point with the threats I did yell back. And here we are at a family park screaming at each other well she’s threatening me and no one is doing anything. A male patron had to interfere. I felt threatened And embarrassed. I also felt like they were going to attempt to hurt me when I was walking out of the park. I asked another lifeguard to get help no one came. I left to remove my family from the situation. I paid a lot of money to enjoy the park I expect to have a nice experience. But furthermore I expect for it to be safe. When Customers ask for help Or if they see a hostile situation they should be better staffed and equipped. I want a full refund. We will never go to that park again. I tried to talk to somebody on the way out no one was available. I’m very upset
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.