Eric M Cec

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Verified Reviewer
| map-marker San Antonio, Texas

Refound

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Hi. I order 3 tickets and already purchased it. One of my friends already bought one and didn't know. I would like to get a refound..
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Safira Zjf

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Verified Reviewer
| map-marker Roanoke, Texas

Complaint about location with staff and services

Original review Jul 25, 2023

I have got a season pass for years at the Roanoke location. I was highly disappointed when getting membership for this summer 2023.

Knowing that money is tight this year (as for a lot of people), this was our highlight for the summer. I immediately noticed the landscaping needs more favor and attention, desiring a more Hawaiian feel with tropical flowers and at least one palm tree but had barely any nice plant landscaping. Public showers on back wall of bathroom were still not working to rinse before and after, also the cleanliness seems to be neglected encountering a bad bee problem when relaxing (on account of trash everywhere and flooring needing to be sprayed clean regularly). I was planning to invite friends again but will wait for things to get better I hope.

Please consider helping, and checking with management. Thanks.

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Safira Zjf

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Verified Reviewer

Disappointed from this location and staff

Original review Jul 25, 2023

I get a season pass every year for the Roanoke location. Ive been very disappointed as money is tight (as for alot of people) and this is a highlight for our summer.

I have been very disappointed with the landscaping, expecting a more Hawaiian feel, with more tropical flowers and at least one palm tree but barely had any landscaping. Also this year 2023 I still dont see the public showers on the back of the bathrooms working for before and after, also the cleanliness seems to be neglected (trash everywhere and lack of spraying ground regularly to clean surfaces, especially bathrooms). The neglect has even caused a terrible new problem where I couldnt even relax while my son enjoyed the waterpark.

Opted not to invite friends this year until issues are better. Please consider.

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saeed a Wqg

Goi lost my ticket in the website t questions about stuff

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I purchased my tickets and for some reason I couldn't retrieve my ticket or was not able to find it I made several call but all call I made was not helpful at all.
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Loss:
$72
brian b Cof

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Verified Buyer
|

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Verified Reviewer
| map-marker Beedeville, Arkansas

Season Passes

Hawaiian Falls Waterpark - Season Passes
I purchased season passes for my two grandchildren for Christmas this past year, three months later, the season passes have not been sent to them. I even uploaded their photos as required to be put on the passes. I have tried to call the corporate location as well as emailing trying to get an eta for the passes, but no response received.
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Preferred solution: Deliver product or service ordered

User's recommendation: Buy your season passes in person perhaps?

Mary C Wik
map-marker Mansfield, Texas

Refund

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My husband and I took a vacation away from home. We bought 4 adult tickets. Hawaiian Falls in Mansfield ended up being closed the day of due to bad weather. We do not get out far enough to be able to go back. We have emailed twice asking for a full refund. I have 2 confirmation numbers to prove our purchase. We have been denied our refund and I refuse to except that. We need our money refunded back to us.
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Loss:
$154

Preferred solution: Full refund

User's recommendation: I have none.

Anonymous
map-marker Dallas, Texas

Inadequacies . Burnt pizza, cold nachos, never got ice cream. Poor service due to staffing shortage

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Poor service, burnt pizza cold terrible looking nachos, Untimely service Never received ice cream for the party The birthday boy's name was not on the cabana. TOO MUCH MONEY WAS SPENT TO HAVE SUBPAR SERVICE
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Resolved
Sharon S Zkq

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Verified Reviewer
| map-marker Roanoke, Texas

Resolved: Ongoing Refund Request

Updated by user Aug 10, 2020

Company fixed the issue and I have been provided with full refund.

Updated by user Aug 10, 2020

Finally my credit appeared. The entire experience was very frustrating due to the lack of customer service and lack of communication.

Original review Jul 11, 2020
Today is July 11. I have yet to receive my refund. I simply do not understand the length of time this is taking, beyond ridiculous. I have given my transaction from purchase twice now, I have given the park location as well. We are now mid summer, as you stated, and no refund. Please help me understand and let me know when my credit will be posted, in full $95.45.
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Loss:
$95

Preferred solution: Full refund

Anonymous
map-marker Roanoke, Texas

Refund request

They said they would indeed refund my passes at mid summer. I emailed back to get an ETA on what mid summer was and to no avail....no response. So still waiting.....
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Denise M Dpv
map-marker Richardson, Texas

Inability to book a cabana online or reach anyone at The Colony

Someone please tell the receptionist, who I know is probably overwhelmed to empty her voice mail at the Colony. Thanks.,Have
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Preferred solution: Have someone call me, please that can book me a cabana

Anonymous
map-marker Roanoke, Texas

Requesting refund

They have responded and refund is supposed to happen shortly? We shall see.
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User's recommendation: Really helps in getting a response!

Maria B Ixx
map-marker Northeast Dallas, Texas

Service

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Hawaiian Falls Waterpark - Service
Hawaiian Falls Waterpark - Service - Image 2
I fell down at the garland tx location the manager didn’t help me the first aid guy patch me up. Manager should had come over and report the incident. She saw me and practically ran. I just want assistance to see a doctor I don’t have to cover my deductible. This is terrible how I feel by the park actions. My wrist is sore and bruised and my toe nail came apart halfway.
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Nathan G Ial
map-marker Dallas, Texas

Worst experience ever.

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This was the worst experience of my life. I have bought a season pass for the past few years. But today when I went to the park. They had half the park closed. If you are going to close half the park, then you need to give me half my season price back. It wasn’t because those pools were out of service or there was a problem. It’s because they didn’t have enough life guards. That’s not my problem. If you are going to charge the amount you charge to get into the park. Then you need to make sure you are fully staffed. Hire more lifeguards or do a better job at scheduling. Something. I shouldn’t have to tell you how to run your business. I won’t be getting a season pass for next year. I will also be telling everyone on my page to not bother going back next year. You also had supervisors acting as life guards. I don’t know if they have to proper training. But don’t lie and have them dress as lifeguards pretending that is what they did this whole season. Just be honest. Have them wear their supervisor uniform they have worn this whole season there were other supervisor that wore the supervisor uniform as life guards. You really let your customers down. And the gift shop was total gone and closed. Again. Won’t waste my money for next year.
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Loss:
$160
Cons:
  • Not enough staff
  • No planning
  • Poor customer service
Reason of review:
Poor customer service

Preferred solution: Full refund

Kristine D Ddx
map-marker Waco, Texas

Filthy!

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The park in WACO Texas does not sweep the grounds. When you put your things down you are walking all over other peoples trash from several days ago. I have come to the same spot with my towel and bag and there’s the same hairpin on the ground since they opened. There’s nasty band-aides and wet wadded up paper towel clumps. It’s like nobody cares about putting their beach bag down on other people’s garbage. So gross!
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Pros:
  • Lazy river
  • Cheap
Cons:
  • Dirty
Reason of review:
Filthy cement area where lounge chairs are

Preferred solution: Let the company propose a solution

Kassidy Tcb
map-marker Arlington, Texas

Tickets

I bought 3 tickets and a cooler pass and have not received my tickets
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Reason of review:
Order processing issue

Preferred solution: Deliver product or service ordered

Melvern Cma
map-marker Northeast Dallas, Texas

Called customer

I have a season pass to thousand 19 but I have a medical issue I just want to update it for the 2020 or I can get my money back please call me
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Reason of review:
Poor customer service

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