SeaWorld Parks & Entertainment
Reviews and Complaints

I bought two single day passes and an all day eating pass for Saturday June 18th for admissions to adventure island’s theme park. I arrived in the park at 1:45pm. I have lived in Florida my entire life so I know that Summers can be a very busy time, nonetheless after finding a place to put my belongings down near a kiddy area, I had noticed the area was closed off due to a child pooping on the step. Obviously I know that area would have to be cleaned before the park would allow that area to be re-open. While waiting for the kiddy area to be reopen I then proceeded to wait in a pretty long line that took almost 45 minutes to get to the front just to be informed that water, soda, Icy’s, pretzels, chips, and anything else they were selling had been sold out. I then proceeded to get food with my all day food pass that I purchased, however the line was wrapped around the building which I proceeded to wait in. I then had my fiancé take my son back to the kiddy area because he was getting restless just to find out that area was still closed. By this time it had already been over an hour. Why was it still closed? I was told this should have taken 30 mins to clean up. When they came back disappointed and I hadn’t even moved in the eating line at that point the intercom came on and was told the park was shutting down the park/slides due to lightening. So then at that point we just went up to guest services and left the food line to just get a refund. Everything about this place was a nightmare at this point. Again we stood in another long line about 25 minutes just to find out they were reopening the park and that they were no longer issuing rain checks. At that point I was very angry and upset and so were many others who had also been standing in line. The supervisor on staff was not helpful and said she did not have the authority to issue the refunds/rain checks. Because there were so many angry people, she had security get involved which agreed with us. In order to come to a solution, she had the Vice President of the park come to speak with us. His name was Brandon Thom. And boy did you guys make a mistake by promoting him. I’m a recruiter for my profession and by all means I would never put this person in charge of anything. He was rude, condescending, and basically using his authority to tell me my concerns didn’t matter and didn’t even apologize. I was absolutely appalled by his response and he didn’t give me an explanation for any of my concerns. I understand the nation is lacking employees in all areas, but at this point you shouldn’t be letting in an obscenely amount of people if you don’t have the staff to cater to those census. The Vice President didn’t issue me a refund, although I didn’t go on one slide, my son was able to play in the designated kid area, I didn’t purchase one meal (even with my pass). I was finally able to purchase a drink at the park entrance when trying to leave and it was hot lol when it was already 95 degrees outside. I mean this day was about celebrating Father’s Day! This is the worst experience with customer service in my life. I think it’s only right I’m refunded.

Sunday, 6/12/22, 8:30pm. For reasons to long to explain, I, and I alone, exited the Atlantis ride at the wrong place. Several minutes later an irate looking park employee, Trish, rudely said to me and my family, "Y'all need to leave the park, I'm getting security", and abruptly walked off, never to be seen again. When the security guard, Steven, arrived moments later to escort us out of the park I explained to him that my family did not exit the ride, just me, and they should not have to leave the park, only me. He disagreed however, and after debating with him for several minutes my wife decided to ignore him and walk away with the kids as I turned to walk to the exit, he followed me without any further disagreement. Moments later, as Steven and I walked to the exit another security guard, Max, showed up wide-eyed, speaking with excitement, and reached for me, I moved away and assured him there was no reason to touch me. Steven was professional and respectful, even though we had to debate for several minutes, however, Trish and Max exhibited poor customer relations skills.

The lady that’s was working at the dolphin counter picture at 2:30pm on 6.11.22 was so rude and nasty, we asked for the pictures and she did whatever she wanted, yelling at us all the time, I did tell her to give one of the promo and she give me the one she wanted when I asked why she just said if you want to go to the front turn around and did not care about. You guys should talk to your employees

Description of Complaint:

I called multiple times to sea world San in regards to an

auto payment taken that I had purposefully canceled

If you have any questions or concerns, please contact the BBB assigned to your complaint:

BBB Serving Central Florida

Sea World Parks & Entertainment

7007 Sea World Dr, Orlando, FL [protected]

[protected]

before the deadline. They claim there was no cancellation protected by16re0C0APST.CGHrAant St.

of the passes. I called the day the charges were taken as

Longwood, FL 32750

Email this BBB [protected]

well to promptly take care of it. I even made the effort to - Privacy - Terms

call internationally as I was out of the states I spoke to representative who looked up my account and stated he could see it had been well over a year since I had used the passes. He told me he would submit the refund and cancel the passes. Nothing ever happened no was there a refund. I called again and this agent told me there was no notes on my account and that he would submit the refund for approval which would take 1-2 billing cycles. I asked what he meant by approval and he stated since I failed to cancel

there wasn’t a guarantee of refund. Which again I explained the above and he disagreed. A week went by no communication or email regarding the refund being looked into. I called back the third agent then stated it would be 1- 2 billing cycle which meant 2 months at minimum before they would look into to it or reach out to me. Which at that point I asked to speak to another person as this was getting out of hand. The agent continued to ignore me and just repeat the refund policy. She then forwarded me to a person who soon answering me Muted the phone and left me in silence for 20 mins or more. No one as contacted me back no email has been sent. I haven’t used their services in well over a year it’s not a remorse payment it’s payment the was auto taken out of information they had on file for a service I don’t not desire or wish to have. Further research h shows they auto select auto renewal when purchasing for you and if you do not notice it you can be enrolled in it without knowledge of it. That’s how they continue this fraud there’s also no notice or reminder of a payment to be taken. The total amount they took was $389.67

Transaction -1

Order Number:[protected]

On the day of 3/18/2022. We were looking for an entry to SeaWorld San Diego. Unfortunately, we ended up booking at Sea world & Aquatics San Antonio.

We requested for cancel ticket at gust service. They charged $238.14 and returned $227.32 on 3/22/2022. ($10.82 they took as service charge. I did not use that service, too?). Here is the attached receipt from seaworld.

Transaction - 2

Order Number: [protected]

Then we booked a ticket for entry to SeaWorld san Diego. We got in, and meanwhile, I was checking my bank transaction. I was charged two times for the admission to SeaWorld San Diego ($209.9, two times. Again I consulted with gust service, and they refunded $199.98 ($9.99 They took as service charge, I did not use that service too?)

I entered with a ticket on the same day 3/18/2022 showing (order number:[protected]) and they charged $209.97. I am totally agreed with this transaction and service.

But, I disagree with the service charge, charged on canceled transactions above mentioned. Here is the attached canceled receipt. I would like to get back a full refund for the canceled transaction.

Thanks

Antony

I found out at the ticket window on 03/17/2022 that my annual

pass was suspended because their system has me in debt for

$600 for passes that were cancelled during the 2020 pandemic.

This is the first time in 2 years that I'm finding out there was an

issue with the form of payment that was submitted to pay for

monthly fees in 2020, even though there were monthly payment

successfully made from the same bank account. Additionally, I

remember calling Seaworld around March or April 2020 and was

told that the card was not being charged due to the pandemic

and the park closures and there was no mention of there being

an issue with my account. I have not visited the park since

February 2020. I received no notification via email, call or on the

actual account online when I signed in that there was an issue

with my account or payment of monthly fees. I only saw that the

barcodes from the previous tickets had disappeared and thought

that this was due to the park closure for the pandemic. At the

ticket window on 03/17/22 I was informed that in order to

reinstate the current pass for which I have already started

payment and used multiple times, I have to make a payment of

$600. The issue was escalated to a supervisor who essentially

told me that I had to pay according to their computer system or I

would not be able to enter the park. I would not have purchased

additional tickets without first getting any issues that were on my

account sorted out on my account prior. There was literally no

form of any sort of communication that I owed anything, even

when logging back into my account to make new purchases. My

login credentials are the same and I still have confirmation for

purchases made on there since 2018. I also feel that I should

not be forced to pay for services that I did not receive or at the

expense of no communication and subsequent

miscommunication on the company's behalf.

We love the way you take care of you animals, but we don't want those doctors in our bodies, please., or the food or the magnectics or what attracts them please be advised. I help protect you organization, and noe I am being targeted by earrrings and animal doctors, of destuction. Email is broken. Check your employees this is gettting out of hand.. I don't like people in my head or [censored]. That I do not know. It's very painful, tell the students not funny anymore dangerous.

Hi,
We have been annual pass holders for the past 10+ years. Through the challenges, we have stayed with you. We arrived Sat., renewed our passes. We love the new stgry aquarium, we were disapointed at so many venues blocked off or closed.But the very worst was the clyde and seymore christmas. Absolutely the worst performance in over a decade. What happened? Did you loose the cast? No large sea lion to close? No santa? no comedy? We had friends asking if they should renew this morning. It was hard to tell them, maybe not. The Christmas show is always packed, but this year, only about 50%. Now we understand why. On the printable schedule for the Orca Christmas on your web site it stated 7:45. When we got there many others were waiting to get in only to find out it was 8:45. We waited an hour. Did you know that during the Orca Christmas show, the saxaphone players connection went dead. But he kept playing. You could see him play but no sound. Lastly, the sea of trees. If you are a regular, each year you will notice the sea of trees is less and less. This year, less than any other year. So whats happening? You have to spend money to make money. Don't spend and it will catch up with you. At lease sustain what you had. Thanks, Donny

I want to watch the orca show with my granddaughter who is special needs I was sitting next to some people who threw their trash on the floor my granddaughter picked up the bottle and threw it inside the stadium they have to stop the show I was asked to leave by this rule employee I tried to explain to him that my granddaughter has autism and she won't understand why she has to leave nor him or security cared they told me if I did not leave they were trespass me and I can never go back there I tried to explain to them the person that should be trespassed it's the person who threw the trash on the floor I thought this was supposed to be clean safe fun and they allow everybody to throw their trash on the floor and this is so bad for the whales why do they allow people to throw trash I've been going there for five to six years since she was little and it's so sad I don't want to ever go back there again I just don't understand why you allow people to throw this trash on the floor then I was embarrassed by security that treated me like a criminal when the one that should have been trespassed it's the person who threw the trash on the floor

I am a retired Grandmother raising 3 adopted granddaughters on a limited income. We saved for yrs to come to Aquatica in Orlando to bring the girls on 7-29-21 and spent $383.00 for admission, parking and locker. We made it in and around the lazy pool twice, bf we were hit by a huge storm. We took cover at your restaurant for lunch, another $123.68 to wait out the storm. After over an hour, the table area was flooding to mid-calf, we decided to leave. The kids were heartbroken as they never even got on 1 ride! I called and was told I should have stopped bf leaving to get a "Sunny day pass."
We had no idea. All I have is my credit card statements with SeaWorld Aquatica's charges and only 1 picture of us at the entrance. That's all we were able to get for that day. I am writing in hopes for the kids' sake that there is something that can be done for them, as they would like to have got in some of your slides/rides.
You should have a different charge for us older folks who are too old to ride but bring their grandchildren to enjoy your park. I hope I hear back from you with good news for them. Thank you.
Sincerely: Mrs. Reece
386.758.8558.
Lake City, FL.

I bought my tickets in advance but when we got to the park they would not show on my phone had the email thanking us for coming and several people there tried to get the tickets with the bar code to come up but no success denied entry to the park for couple of hours finally I clicked one more time in the click to see your tickets icon and they showed lost early hours in the park now it was very crowded. Went inside no maps no list of showtime all had to be done by your phone very overcast day bright son could not see phone extremely frustrating! If you're not going to provide paper maps at least put some big maps of the park in various locations like the malls have and a list of show times! Paid for reserve seating first show we went to was told reserve seating was full and it is first come first served, complained we were helped by a very professional man named tom he told us where the next show was and to get there early and ask for a lead if our problems were not resolved basically after one bad experience and another park ruined my honeymoon vacation very disappointed after I told my wife it would be a once in a lifetime experience did not get any food lines to long please refund my money for the food part of my ticket. I am suffering from a brain injury and the tickets no show no entry to the park no reserve seating made my poor head want to pop waited in line for peperoni pizza more than an hour to get to the front told no pizza for 15 more min. Man, you guys really know how to ruin a honeymoon.

On July 3rd my wife, two kids and a friend went to Calypso for lunch. I ordered the quarter chicken, I ordered the mac and cheese for the kids and my friend ordered the fried tomato slider. The chicken look like it was boiled, no flavor and super dry, the kids mac and cheese taste like it was left over from a macoroni salad which my 5 year old complained of it tasting gross. My friend said that the tomato slider was gross as well. Our sodas were flat. Very poor quality of food that we barely ate it and spent a total of $53 for it all.

I then proceeded to to contact customer service for the complaint. The representative told me to next time try something different in their menu and did not apologize for the poor service or offer reassurance that they will send the complaint to that respected department. They were pretty much pushing me to hang up.

I purchased annual gold passes for 2 of my daughters and myself. We upgraded to the gold passes because we would be able to take my husband and other daughter with us using our free passes. However, when I tried to make reservations, I was told our free passes are not available and there is no one that can tell me when they are available. I had called the "contact center" and the park itself decides when passes are available, however, the contact center supposedly does not have a number to provide me to talk to the park. There is no other number listed on their website or found online. If I had known this when tickets were purchased, we would not have upgraded and would have just got the fun passes instead, a significant cost savings. They do me no good when I cant even plan on when we will be able to go to know if it even works with our schedule. The passes have never been used yet (purchased only a few days ago) and so I asked for a refund and was told they are non refundable. This is false advertising and very poor marketing to not be able to provide information needed on their passes or be able to share when the benefits shown on the website when tickets purchased would even been available.

My Husband and I and 2 family members attended SeaWorld San Diego. My husband was a military man. Hours were from 10-6pm which was fine. We drove 2hrs from Los Angeles. We got in line to park at 9:40am did not get in the parking area until 11am. Unreal 1 person for 6 lines of cars. He was working both sides of 1 kiosk. After we got in the park we went to the restroom, only 2 stalls out of 15 had TP. Unreal. We were hungry went to a restaurant 1 person helping us fixing the food, service and register. Unreal. We had to eat fast to see a show. My husband is 82. the rest of the day was fair, some places were closed and had to walk to find food. On leaving the park, the main gift shop had 1 person to help everyone, 3 people in front of me, another 40 minute wait. Unreal. I have called they said they would call me back but never did, 3 times waiting on the phone also for 1 hour. Not too happy about our visit. June 3, 2021