ComplaintsforCalypso Waterpark Parc Aquatique

• Initial Complaint

  25/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ***** ***** *******, Journalist and Citizen of this Country, even though they tell me that this is not my country. On Thursday, July 20, I arrived at Calypso with my daughter and my grandchildren. I have been doing the same for almost 8 years Upon arriving at Calypso, I went to the window to claim my season passes that I had acquired in 2020, but that due to COVID made it impossible to enjoy because I have a medical condition that prevented me from being in public places. On July 9, 2021, I sent an email to the offices explaining what would happen to my season passes due to COVID of which they responded to me on July 10 informing me that they would be transferred for the year 2022 ATTACHED A COPY OF THAT MAIL On June 15, 2022, I contacted Calypso by phone to explain that my health is very difficult (I was diagnosed with Cancer) and it was impossible for me to go to Calypso. I was on the phone for more than an hour talking, they informed me that as long as I kept my codes and that no one used them, there was no problem that I would use them for the following year (2023). I was never informed that I was losing my money or the right to have my season passes I was NEVER TOLD THAT On August 2, 2022, I entered the hospital for a very delicate surgery on my disease. I never lost faith that I was going to recover I want to clarify that for the summer of 2022, Canada still maintained COVID restrictions, and everything was still semi-closed, the Minister of Health together with the Prime Minister of Canada, were clear and blunt, that we were not obliged to be in public places or face-to-face work, and those of us with health conditions could not oblige us. attached screenshot of the call that was made that day to Calypso atached doctor's medical disability due to my surgery I have never had a problem with Calypso, we have always been enjoying the park every year. But what happened on Thursday, July 20, 2023 is inexcusable. I went to the window to claim my season passes, the young man who attended me did not know what to do and called the Supervisor ****, who made fun of me for not pronouncing English well. I told him that I did not want to talk to him because of his attitude that if he could call someone else, **** called ********* (manager), we explained ****'s attitude, but she did not say anything, I tried to explain to them that I had spoken with a supervisor in JUNE 2022, but she did not listen to me. Seeing this, my DAUGHTER, who speaks perfect English, told them that what they were doing was discrimination. *********, with an arrogant attitude, told us that she couldn't do anything and that we should send an email to Calypso to have a solution to our problem. At that moment we made the decision to buy the season passes for the children again, we had lost almost an hour at a very high temperature for the children. When we bought the season passes they never told us THERE IS NO REFUND, There the manager *********, **** and another supervisor laughed at us and told us that if we didn't leave they were going to call the police. They humiliated us, they made fun of us, they yelled at us, they discriminated against us and all this in front of 3 children, my grandchildren. they called security for claiming our rights. The security man told them to stop laughing, he witnesses them making fun of us. The security man called the general manager, my daughter explained what had happened, my daughter also explained to the manager that she was having an anxiety attack and THE MANAGER TOLD HER THAT NOAH WAS HER PROBLEM, that if my daughter had a MENTAL ILLNESS it was her problem, I as a mother explained to the manager that it is frustrating to be treated like this, and I clarified that it is true what they say THIS IS NOT OUR COUNTRY, but what We don't have another country to go to. Note: I have videos and photos if you need them blessings

  Business response

  26/07/2023

  Hi, this customer purchased a season pass from a third party in 2019 for our 2020 season. Because we didn't open in 2020 we accepted all season passes to be used in 2021 or 2022 which ever season customers preferred. We also offered refunds as long as the request was made before the set deadline. We posted this information on our website and with a mass email to all our season pass holders. We no longer accept 2020 season passes and we have been more than fair to all our customers. This person has been informed by a Director in person and by email that the next time she wants to come to the Calypso Waterpark, she will need a valid day ticket or a valid season pass. 

  Customer response

  26/07/2023

  
  Complaint: 20372856
  
  I am rejecting this response because:

  I never received a notification
  
  neither refund nor transfer my passes
  
  the call I had on June 15, 2022, the woman who answered me, she told me that she could use my passes for 2023 BECAUSE she COULD NOT TRANSFER THEM OR RETURN MONEY,
  
  Today they contradict themselves
  
  I did not use the passes, they are stealing my money and for claiming my rights they insulted me they discriminated against me and sent me to go to my country
  
  I never received an email, it was not my responsibility to be checking a website
  
  I NEVER RECEIVED A NOTIFICATION THAT I HAD TO USE THE PASSES

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

• Initial Complaint

  20/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello I purchased a season pass for 4 persons last Friday July 14 . One pass is for my daughter and I forgot to read the 1M height.she is still below 1 meter and when we went to Calypso last weekend they said she is still free..How can I get the money back for the one pass..Please help me..I want a refund for this since we will not be using it

  Business response

  21/07/2023

  HI, 

  All season pass purchases are non refundable, this is well indicated during your purchase and at the end of your transaction before check out. However we are happy to add the value of your child's pass on an EZ Band with a RFID chip so you can use this amount of money to spend in the park, for meals, at our gift shop, for an ice cream...

  Keep in mind that if your child grows during the season and ends up passing the 1 m mark, you will have to purchase a season pass or day ticket for your child to access the park.

   

  Management

• Initial Complaint

  02/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our family of 4 visited Calypso Water Park on July 26, 2022. As we entered the parking lot, we chose to purchase the day passes online to avoid any lineups. We quickly realized we had purchased season passes by mistake. Within minutes of our purchase, we were at the ticket booth explaining our mistake. We are from out of province and season passes would be no use to us. We were quickly told they would not modify the purchase to daily passes. No manager would speak with us. On repeated requests throughout the day, no manager would come out to talk to us. When I went back to the website, I quickly realized the website is designed to promote this mistake. The site asks which date you want passes for and the next screen then defaults to season passes. While I’m sure it’s by design, this is very deceptive. I’ve sent multiple emails and Calypso has made no attempt to resolve this issue.. I’m not asking for a full refund- I just want to be credited the difference from a day pass and season pass (approximately $50 per person * 4 = $200).

  Business response

  03/05/2023

  Hi, On Calypso's online platform, it is well indicated at check out for customers to review their purchase, after reviewing they can then proceed to placing their order. This is to avoid any mistake because our online tickets are none refundable. We are in no way trying to catch people making mistakes in their purchases.

  Customer response

  03/05/2023

   
  Complaint: 20007909
  
  I am rejecting this response because:
  1- the website is misleading - why would someone be asked to select the date you want to purchase the ticket for and then default it to a season pass?

  2- the error was identified immediately and I was at the ticket booth within minutes to correct it.

  3- the Consumer Protection Act allows up to 10 days to refund a service that has not been used. 
  

  This is not customer service. 
  
  Sincerely,
  ******* *****
  

• Initial Complaint

  02/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, I hope this message finds you well. I purchased on December 2022 a season pass for four people. The problem is one of the tickets is for my daughter, who is three years old and her height is not over 1 meter. I just wanted to know if I can refund that ticket since we will not use it. Regards

  Business response

  02/05/2023

  Hi, We will measure her at the beginning of the season, or once our ticket booths open at the beginning of June, and if she is under 1 m, we will be happy to refund her season pass.

• Initial Complaint

  21/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My sister and I purchased season passes with every intention of using the water park this summer. Things took a turn for the worst within our family, and my sister and I become primary caregivers for 2 family members, rendering us unable to attend as both my family members are immunocompromised and vulnerable, and needed almost 24 hour care. It took me 2 months to receive a definitive answer which was that we will not be refunded. The person writing the emails is one of the rudest, most unprofessional and condescending individual I’ve ever dealt with. I’ve never been met with such a lack of empathy in my life, especially after dealing with a pandemic the last 2 years which is enough to justify our reasoning for not attending a crowded place. Of all the many times I called, I got through to an assistant manager (***** or *****) once who confirmed that they do indeed process refunds on Thursday’s and that my situation would be one of those special exceptions. So on top of providing me false information by saying that they’ve given me a final answer, the horrible person responding to emails lied about their refund policy. Calypso would not let me transfer my passes to a family who would’ve loved to take advantage of season passes, instead they like to deny people their money back in difficult situations. I was not going to attend the waterpark at all, because I will not put my family at risk for anything while they are in my care. It took me 8 weeks to finally get the answer I did not agree with nor want. After asking for a member of management to reach out to me personally to further discuss, the person wiring the email asked me to not contact Calypso again. I have no other resources to reach out to for help. We’re not talking about pocket change, it’s 180$ that our family could really use. Calypso makes that much within 2 seconds of opening their doors. We feel like we are being punished and treated unfairly. We just want our money back for services we didn’t use!!!

  Business response

  30/09/2022

  Hi,

  This customer like all customers are made aware prior to purchasing online of our no refund, no transfer policy. This customer was aware and by proceeding accepted those conditions.

  Calypso management
  

  Customer response

  30/09/2022

  
  ********** ********
  
  I am rejecting this response because: this response is the exact way I’ve been treated throughout this whole process, with a lack of empathy and understanding towards my situation. I acknowledge the policy calypso has and when I purchased the tickets, I was not in the situation I found myself in a few weeks after the purchase. I had no intention in mind to purchase season passes just to get a  refund. We had every intention of attending the waterpark multiple times with family and friends hence why we purchased season passes but life hits you with unforeseen events and here we are. The fact that calypso is holding this stance towards our situation is of the most unprofessional and disrespectful standard I have ever seen. We even had a few couples ready to take over our tickets to avoid any further conflicts but calypso has refused any resolution. 180$ would go a long way for us and we just want our money back.
  
  Sincerely,
  
  ***** 

• Initial Complaint

  05/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, last week I bought 7 tickets to attend Calypso Waterpark, including 2 parking passes. On our way to Ottawa, I decided to check my tickets and realized I accidentally purchased 7 season parking passes instead of day passes. I called Calypso, requesting a transfer in tickets (parking season passes were 59$ and day passes were around 54$). They refused to transfer the tickets and suggested I sell the season parking passes online. We lost over 400$ in this transaction because of a human error. I am pretty avid with computers, as this is part of my 9-5 job, and even I know, these things happen. So, we bought 7 new daily passes and I have to say that I did not feel right being at Calypso that day. I love going there, I travel from Sudbury Ontario to enjoy the park, but I felt robbed. Thankfully we had a credit card to process this new purchase but had I not had the kids with us, I would have not bought more tickets. I requested to speak to a supervisor and and she suggested we write an email. So, I wrote an email requesting a transfer in tickets and the email I received from them said that this decisions was made by the owner of the park. This is not right. The purpose of my complaint is to get reimbursed. How many other families have they done this to? I have proof of purchase for the initial mistake and also for repurchasing the right tickets. Thank you kindly for your help.

  Business response

  16/08/2022

  Hi, she can come to the information booth with her parking season passes, we will check to make sure they haven't been used, we will deactivate the unused passes and refund them.

  Customer response

  17/08/2022

  
  ********** ********
  
  I am rejecting this response because:
  
  Hello again, we appreciate your reconsideration for the refund. However, traveling to Ottawa is not feasible as we live in Sudbury and it is a 7 hour drive one way and the price of gas is high. We are back at work, our holidays are over. I would like to explore the possibility of making this right over the phone or e-mail. I will be happy to send you the passes, as they have not been used. Sincerely,
  
  ******* ********

  Business response

  17/08/2022

  Absolutely, you can send us all the passes by email, after verifying the parking season passes, we will get back to you requesting your credit card number for the refund. Please send your information to [email protected]

  Customer response

  17/08/2022

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  17/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We inquired at the information desk what the max capacity limit is for calypso water park and was informed 10000. Later on we found out more then 10000 people were at the park and when we asked again we were told 15000 by ******* **** at the ticket desk when we tried to get a refund and leave. Another employee told us the limit is 22000 and refused to give name when asked. We stayed at park for 45 minutes and it was severely overcrowded and no employees or staff seemed to know health and safety or limit of people allowed inside. This is very dangerous and me and partner felt extremely unsafe inside with the amounts of people and lack of knowledge. Sunday July 17, 3:43 pm

  Business response

  29/07/2022

  Hi, I can assure you that Calypso is well regulated by many government agencies and we never pass the park's capacity. As the biggest waterpark in Canada, it can get very busy but never over the capacity limit.

*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. ↩