Complaints

This profile includes complaints for Sea World Parks & Entertainment's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sea World Parks & Entertainment

  7007 Sea World Dr Orlando, FL 32821-8097

• 

  Sea World Parks & Entertainment

  6000 Discovery Cove Way Orlando, FL 32821-6000

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited Sea World in Orlando on March 7, 2025 exclusively because of the fact that my 9 year old son's favorite animal is a Beluga Whale. I booked the Beluga Encounter for his birthday totaling $310.99 and surprised him minutes before the tour started. It was the whole reason we visited the park. Imagine my surprise when the tour begins and they tell us that the Beluga Area is under construction and the Whales are afraid of the construction noise and are behaving erratically due to it. The tour begins and the whale was not interactive at all and we essentially watched it swim in circles and ignore all the trainer commands for 10 minutes. We were lucky to get one picture and that's it. We did not get to feed them. We did not get to interact at all besides one brief moment as the Beluga was temperamental due to the construction. It was like lighting $310.99 on fire on top of our entrance ticket.The website states we would "Go behind the scenes of Wild Arctic and get a closer look at Beluga Whales." That did not happen as Wild Arctic was closed and the belugas were confined to some small pool tucked away in back. I am incredibly frustrated and feel like this was a complete cash grab by Sea World. Why would they continue these tours knowing it is in some small back pool and with angry belugas. Watching them swim for 10 minutes is not an encounter by any stretch. At the very least, Sea World should make this information public so consumers know it ahead of time instead of letting them know at the time of the tour. Very unethical business.On top of that I purchased the photo and stuffed animal add on which was a nightmare. I was told to go to guest services to redeem who had no idea what I was talking about. After a 45 minute search i got my photo but not stuffed animal. I then was given the runaround trying to get that and I finally gave up since nobody knew how to redeem it. I am asking for a full refund of the beluga whale due to this terrible experience.

  Business Response

  Date: 03/15/2025

  
  I apologize you couldnt fully experience the beluga encounter. We did have maintenance working in that area which was unexpected. Instead of cancelling encounters we chose to go on with them to accommodate guest that had it purchased in advanced. Most went on successful sorry to hear your encounter did not. We did refund the complete order for you. Once again, I apologize.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23062650
  
  I am rejecting this response because:

  it has been nine days since you told me you were crediting me for the charge and I still have not seen the credit show up. Please advise when I can expect to receive my refund.   
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 03/25/2025

  We submitted the refund to the finance team on March 15th. We sent you a copy of the receipt to your email that way you have it for your records. The refund can take up to 30 days to process. 

  Customer Answer

  Date: 03/31/2025

   
  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,
  
  ****** ********

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased my kids Preschool & 3 platinum passes (2/27/2025). Unfortunately, I have had a poor experience since with SeaWorld. We attended the Orlando park on 2/28/2025 for the 1st time. We had several poor food experiences. Our most of our food "samplings" purchased were cold or missing ingredients. When questioned I received responses such as things were "frozen" or "not p***ared". I also purchased from Chik-Fil-A at Sea World and received cold items & a partial order. In addition, we waited an exceptional timeframe in comparison to the number of other guests waiting after spending well over $100 for a couple kid's meals and sandwiches. Neither Chik fil A nor the sampling stations I chose were very busy at the time of my food purchases. With the higher cost associated with the theme park I would have expected a better quality of food and service. Additionally, there were a few rides not operational.I also had some technical issues. It looks like some of my and another guest's data may be compromised. I logged into my account yesterday and attempted to add my platinum passes to my online account. I kept receiving an error stating they were associated with a different account. I began looking into my profile & saw someone else's name under my billing and credit card information that was not mines. As I looked further there was payment history dated back to 2013 when I did not have an account. I have included a screenshot below, so you can see I was signed into my account (email address at the ************** else's ************** history under. I called into Sea World customer service; however, the *** seems nonchalant. I have worked in the ******************** industry for 15+ years and know the importance of safeguarding personal data. I was hoping for a better 1st experience as I am sure this is not the standard Sea World wishes to portray. Thank you for your time and consideration. Looking forward to an agreeable resolution.

  Business Response

  Date: 03/20/2025

  We reached out to our IT team in regard to the **** You will receive an email so we can further help you with the app as well as the dining issues.

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23060510
  
  I am rejecting this response because:
  

  I replied to the email I received. The other guest's information is no longer appearing on my online account, so that has been resolved. SeaWorld guest services requested receipts regarding the culinary experience & I have attached the receipts, as guest services stated they will "investigate". I am hoping we can come to a reasonable resolution by restoring the 2 guests passes utilized that day and a reimbursement for the poor culinary experiences. Thank you for your time and consideration. Looking forward to resolving this issue.

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

  Business Response

  Date: 03/25/2025

  We reached out to in park regarding your case. It seems you have come to an agreement on resolving the situation. They issued you two guest tickets as well as other products for culinary. 

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Visited the park on 2/22 after buying annual passes - this was our first time visiting the park and were excited to visit as a family. Unfortunately, we had a terrible experience from the time we arrived until we left. We were supposed to have premier parking included in our pass that we purchased, when we arrived this was not available. On top of that it took us ~45 minutes to park causing us to miss our first booked experience. We had difficulty entering the park as there was no staff available to answer questions or assist visitors. Upon entry, we needed to speak with customer service about our experience we missed due to the delay in parking and entering the park, this also took approximately an hour. After this we left and went to use our experiences, we purchased to feed animals but each one we visited was closed. Suffice to say this was one of the worst parks experiences I have experience and will not be returning. As a result, I would like to cancel and have my annual pass refunded.

  Business Response

  Date: 03/11/2025

  Im sorry you feel you had a bad experience at SeaWorld Orlando. I was able to pull up your order and I see you had a gold pass that is intitled to preferred parking when available. On busy days preferred parking can become full leaving only general parking left. It does state online that preferred parking is when available. I noticed that your annual passes have been refunded along with the flamingo up close tour and shark tour. I hope you will give us another chance in the future. 

• Initial Complaint

  Date:03/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been an annual pass holder for years, but due to Seaworld always seems to offer newer passholders better deals than current pass holders, i always let my pass expire and then purchase a new ******, i have been trying for the past 2 days to reach Seaworld customer service via the platinum passholder line, and have sat on hold upwards of 40 mins, request a call back and lo and behold 2 business days later and NO CALL BACK!I decided to get another platinum pass, but I am having trouble getting it linked and using barcode and zipcode doesn't allow me to manage my payments *********, i called on 3/1 into customer service and sat on hold over 50 mins before a *** came on the line and basically told me that I will not be able to manage my acct as far as paying and maintaining my pass is concerned, only either by calling(and sitting on a perpetual hold) or by going to the park(Which mind you i shouldn't have to do)When i have tried to link my pass, It gives me an error saying that invalid pass/zip entered or belongs to another acct.I escalated to the Supervisor **** who told me the same thing and considering i have a contract with this organization, I do believe that this organization has the due diligence to make sure that all avenues are made available to myself in regards to paying and maintaining my annual pass agreement....

  Business Response

  Date: 03/04/2025

  It's great to hear that you have been a pass holder at SeaWorld for years. We do have promotions often where purchasing a new pass would be beneficial rather than having your current pass auto renew at its set rate.Regarding not being able to link your new pass to your account this can be fixed by creating a new account with a different email address. If you are still having trouble with this during your next visit, I would recommend stopping at ************** so we can help you further. 

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23006606
  
  I am rejecting this response because: this answer is cookie cutter n a classic example of no empathy or willingness to help.
  
  Sincerely,
  
  Jr *******

  Business Response

  Date: 03/07/2025

  When purchasing a new pass, it is always recommended to do so by creating a new account with a different email address. If you already have an existing account and use the same email address for the new account, you will not be able to link the new pass. this is due to existing business rules. To by-pass this,I recommend creating a new account with a new preferred email address. If this does not work ************** will try and help on your next visit. Sorry for the inconvenience. 

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23006606
  
  I am rejecting this response because: I have been able to link new passes to the same account prior and this response seems scripted with no effort. Maybe upper management can be of more assistance 
  
  Sincerely,
  
  Jr *******

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made reservations for discovery cove for my family as a Christmas gift that I normally couldn't afford but I wanted to give my husband and ****** a gift they'll always remember, swimming with dolphins. I saw on the site that children 3 and under are free but I couldn't find a spot to reserve the free reservations for them.I emailed discovery cove to get my confirmation number to then call discovery cove to add my kids to the reservation. Upon calling they let me know that 3 and up had to pay for their reservation which I was caught off guard. I understood that I misread the website and agreed to pay for my son, however I was then told I would have to pay $323 for his admission. I explained he isn't old enough to swim with the dolphins so I didn't understand how he had to pay $123 more than we did for less of an experience. The agent wasn't helpful and I asked to speak to a supervisor. He let me know i couldn't speak to one and they would tell me the same thing. I explained I still wanted to speak to someone to help **** was put on hold for quite some time which he apologized for and was transfered to Supervisor ******** who explained she can't and won't help me. I rexplained my situation and she was very clear that there was nothing they could do but make me pay more for my 3 year old son who was doing less experienced than we were. She was incredibly dismissive in her explanation and had zero empathy towards my situation and made it very clear she did not want to help me. She let me know if could fill out a survey and then proceeded to hang up so I couldn't do the survey at the end of the call which shows lack of integrity and regards for customer experience.I want a resolution so my family can have this experience that we have been waiting months for. I can not afford the extra $200 ticket but I'm willing to pay it since I misread the website for 3 and under free. But I can not pay MORE for less.I need help and someone willing to understand and help me.

  Business Response

  Date: 03/01/2025

  Our Guest Relations team has been in contact with the guest via email and phone. We will be honoring the request of the guest for matching the price she paid on the original date of the booking. Which will be $155 for the child. 

• Initial Complaint

  Date:02/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SeaWorld's customer service and handling of their auto-renew annual pass policy is unacceptable and unlike any other business I've encountered. Having an automatic renewal on a high price-point item first off should have to be opted into not automatic. And, there should be a ***** period (at least a week) for cancellation and refunds. I've been a loyal SeaWorld customer and local for years, but never again. SeaWorld auto-renewed my pass without my knowing, and after being on hold for an hour and explaining the situation less than a week after the renewal and having never used the renewed pass, a refund was refused. I only received one email notification of the auto-renewal, well over a month before the renewal date. That email came during the holiday time frame when my whole family was sick and was lost in the junk email folder, never even read. The lack of ***** and customer service for a horrible policy to begin with is not the type of company I want to do business with again, and will make sure all my local friends and family know the horrible policy and service as well. We will stick with ******, no more SeaWorld. I now have an annual pass I did not want and will not use, but yet was charged full price for without my approval.

  Customer Answer

  Date: 02/23/2025

  In an additional email with SeaWorld, they agree to refund me so my refund request is no longer needed. They had refused to refund me on the phone. This was an additional email I had sent following that refusal and after submitting with BBB.

  Business Response

  Date: 02/25/2025

  I have located your annual pass account and can see that a refund was requested on your behalf on 2/23/25. We apologize for the inconvenience; however, the auto-renewal is listed in the terms and conditions of our annual passes. Please allow 1-2 billing cycles for the refund to reflect in your account. 

  Customer Answer

  Date: 02/25/2025

   
  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,
  
  ******* ******

• Initial Complaint

  Date:02/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This past June I purchased tickets to go to SeaWorld Orlando and the Aquatica **********. We had a sudden illness in the family and were not able to go. Because of this, I spent months trying to get ahold of SeaWorld customer service and trying to change the tickets to another date. I would send emails, call and be on hold for 2 hours just to be hung up on. Finally, I reached out through social media and was able to get through. During this call I asked them to change both the tickets to December, and then we decided to move them to March. The emails and confirmations from SeaWorld rarely come to me, and I have had to call several times to get confirmations sent. Well, it turns out they only changed the tickets for Sea World and not Aquatica, and now when I try to get them to give me the unused tickets they refuse saying it is too late and I forfeited the money. When I complained that it was their agents that didn't chance the tickets, they say it was my responsibility to make sure they changed it. I don't even know how I would do that.

  Business Response

  Date: 02/25/2025

  I apologize for any inconvenience this may have caused. As a guest courtesy I refunded your order for Aquatica Orlando and have sent you complimentary tickets so you and your family will still be able to go. You should have received a separate email with 3 single day tickets to Aquatica Orlando. You have to use them before 02/25/2026. Confirmation number WC.250225.06.950.00015, 

• Initial Complaint

  Date:02/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 4 trays of fish for $28 at the sea lions area of SeaWorld. My credit card was charged $122. I discovered this once the charge had posted many days after the date of purchase. I emailed customer service and their response was that they would've had to been made aware the day of the transaction which was not possible considering the charge hadn't cleared and while it was pending it did in fact have the correct amount.

  Business Response

  Date: 02/25/2025

  I apologize for the inconvenience. Is it possible for you to send a picture of the receipt so we can look further into it. If you do not have the receipt, please verify the last four digits of the card that was used during the purchase of the feeding trays.   

  Customer Answer

  Date: 02/26/2025

  The last four digits of the card are 4888

  Customer Answer

  Date: 03/11/2025

  The last four digits of the card are 4888

  Business Response

  Date: 03/13/2025

  To further investigate please let us know the time and date you purchased the feeding trays. If you can send the receipt that would help as well. Thank you.   

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Family of 5 - Tickets were purchased on Dec. 19, 2024 online at 11:59AM onsite at the park.Upon entering the park, my 2 young children and myself became extremely ill, throwing up in the bathroom and high fevers.Within 15 minutes of entry (by 12:15pm) we went to customer service and explained there is no way we would be able to enjoy the day.We were told since tickets were 'used' a refund could not be issued, but raincheck tickets would be provided.We explained that we lived out of country, and not sure when (if ever) we would be able to return.We were issued future tickets, and told by the supervisor on site to contact customer service with the correspondence ID and since the future tickets were unused, they would be refunded.I have been in contact with customer service and refused the refund, told repeatedly the same information over and over again with no support or ************* is unethical to be charged this amount of money, and not to have it returned when we did not use the services of the park, Our family saved a lot of money to be able to travel to *******, and we are not sure when we will be able to do it again. In these tough times, this is a large amount of money to have wasted.This is a completely disappointing situation and it is unfortunate that it has had to reach this level of escalation.

  Business Response

  Date: 02/04/2025

  Notes on your order dictates that a refund was processed 02/03/25. 

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/02/2024 at 9:58am I received email from Seaworld Parks and entertainment showing a receipt for 8 annual platinum passes totaling ****** dollars per month charged to my *************** credit card that was completely fraudulent and I knew nothing about. I immediately locked credit card and contacted bank to report fraudulent charge. Received second email from Sea World on 12/2/2024 at 10:02am showing my order has been processed. This order showed three of eight passes with names of people I do not know attached to them. Called Sea World twice on 12/2/2024 first call was told to dispute charges with bank. Second call I spoke with ****** who said passes were deactivated. On 12/10/2024 at 10:40am spoke with **** at Sea World and after he spoke to supervisor told me the order was going to be marked fraudulent and passes are no good. On 12/27/2024 spoke with *** at Sea World she told me bank dispute was received on 12/17/2024 and wait for resolution. On 1/16/2025 at 11:51am spoke with ***** who connected me to a supervisor named Milazro. He told me none of the tickets were used and the three people did not get into the park because they could not produce proper ids. On 1/23/2025 at 3:18pm I received call from Jahkiah at *************** telling me my fraud claim was approved and bank credited me for charge. As such this fraudulent contract should be marked null and void.

  Business Response

  Date: 01/27/2025

  There is no active contract or annual pass; account was cancelled on 12/02/2024. Refund already requested and processed 1/23/2025.

  Customer Answer

  Date: 01/27/2025

   
  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,
  
  ******* **********