Complaints

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:04/08/2025

  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.

  We visited Sea World April 3rd, 2025. We paid $40 to park. We never entered the park because of an incident that occurred and so we left. I have emailed today with *****, who is pretty rude trying to get a refund for parking. I do not believe $40 will break Sea World or Daisy. We never entered the park.

  Business Response

  Date: 04/09/2025

  After the fact it is difficult for us to determine if you entered the park or not. If you would have gone to the ticket window with your parking receipt day of, they would have been able to refund the parking for you.We would need to investigate this further. If you could please provide a copy of the receipt this would help. Thank you.  

  Customer Answer

  Date: 04/09/2025

  Here is the statement from my bank account showing parking at sea world. 

  Business Response

  Date: 04/11/2025

  At SeaWorld Parks & Entertainment, we are committed to providing a satisfactory resolution for every situation. After reviewing the case and obtaining the necessary information to locate the transaction and make a determination, we understand the frustration of arriving at the park and being unable to enjoy it. To resolve this matter, we have issued a refund of $40.47 for the parking fee. We hope this action will help resolve the issue and encourage the guest to return and enjoy the park in the future.

• Initial Complaint

  Date:03/29/2025

  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.

  Order number ***************. Me and my wife showed up at 720 am on 3-29-2025. To do the dolphin swim, we greeted at the front desk given our passes told us to go out the door turn to the right breakfast is served down the walkway on the right and directly across from breakfast is where the dolphin swims are done. Our time was 9:20 AM, we ate breakfast sat in the lounge chairs watched the dolphins waiting on our turn at 9:18. We ask a lifeguard what was going on and then we were informed that we were supposed to be a block and a half away for our dolphin swim, as we rushed around there did not, and was not told that there was a few minute class before the swim we made it there the employees doing the dolphin swim had attitudes about it, even though it was not our fault. And we explained to them that my wife had just got done beating cancer in her balance was not the best so when she wobble a little bit, one of the trainers catches an attitude we had pictures taken in the package deal, and four of the eight pictures were good pictures Three of the pictures were too dark and too far away from us to be worth buying. We talk to the manager manager and assistant manager about the problems they offered for us to come back, which was not possible we live seven hours away Refund $200 for pictures . Employees are very rude. and do not explain to you where are you should go so you dont miss your swim with the dolphins are very disrespectful to people with needs, and this was stated in the options when you purchased the tickets. We did not even stay a couple of hours because of being so upset with the way customers with needs get treated!!!!

  Business Response

  Date: 04/01/2025

  At ************** we take a pride in our exceptional service. Im sorry to read you werent given exact instructions on where to meet for your dolphin swim and that you feel the employees were rude. ************** is a day resort, and we strive to make sure guest have a relaxing and peaceful day. Looking at your order I see that you already disputed the charge with your bank anything further would need to be consulted with Affirm.  

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23133992
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********** *******.  I was contacted but discovery cove Sunday 3-30-25 to let me know I was going to be refunded for the day ther with my wife. And them trying to say, I Think their employees might have been rude no they were. I had seven employees around me a manager, a assistant manager, photography manager and a few other employees and told them plainly they could get that dolphin trainer that was so rude to come up there, and I would question her in person, but they did not. They knew she was and they all admitted that the photos couldve been better taken with a iPhone. So we will see if they refund it!!

  Business Response

  Date: 04/11/2025

  Id like to apologize for your overall negative experience at our park. We try to provide optimal ************* under all circumstances,and I apologize if the attitude of the ambassador you encountered at ************** reflected otherwise. Please rest assured that your comments have been shared with our park leadership teams for retraining purposes. We did offer you another day to ************** which you declined. As far as the refund it has been disputed by you with your bank so any further questions regarding, the refund would need to be directed to Affirm. Thank you. 

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23133992
  
  I am rejecting this response because: they know they are wrong they admitted to many times they want me and my wife to go back for a free day there not realizing my wife just got over beating cancer lost over 100 pounds. We have to drive seven hours there seven hours back $200 a night for a motel times two nights, and my wife is still very upset at the way she was treated even in the water when she couldnt hold her balance that well with the dolphin swimming by and I was helping her and they were told in advance that my wife has needs and they do not care. They run people through there like an assembly line. They need to realize some people do not have an extra six or $700 to go back and let them try to make it right this time  all this shouldve been taken care of before we left that was one thing on my bucket list and it turned out horrible all the managers assistant managers at that park were there apologizing for the way we were treated it seems for $1000 they would actually let you know hey you need to go over here because we do six shows at a time  this will not be the end until my wife is refunded for the horrible time. She had there and does not want to have to make that way again. !
  
  Sincerely,
  
  *********** *******

• Initial Complaint

  Date:12/06/2024

  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.

  On November 3 of 2023 and 2024 I was charged $804 by Sea World. I did not notice this charge until November 3, 2024 when my bank stopped the payment. As soon as I realized they had charged me for the previous year, I called. It was 1 year and 2 days past the event. Sea World says that I can not get a refund because it was over a year. I never made this purchase. I went to Sea World the previous year while I was on vacation and do not plan to ever go back. Id like to be reimbursed.

  Business Response

  Date: 12/10/2024

  Sea World Parks & Entertainment takes all complaints very seriously, and our goal is to find an appropriate solution for each incident. After thoroughly reviewing the guest's account and associated calls, we have determined that a refund is warranted. The refund has been approved and will be issued to the original payment method. Guests can expect to see the refund reflected within the next two weeks.
  Thank you for bringing this matter to our attention and allowing us the opportunity to resolve it.

• Initial Complaint

  Date:10/09/2024

  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.

  Purchased 10 2day park tickets for me and my children. The week we are supposed to travel the Governor issued a state of emergency due to category five hurricane coming towards the region. Called SeaWorld spoke with a **** R and he informed me that he was a supervisor and he would not issue the refund so I could either travel during the hurricane or come back in three months, which is not feasible due to work I took this week off also I understand theres a policy in place but also you would think seaworld would have some understanding about traveling with 10 children during a storm.

  Business Response

  Date: 10/15/2024

  The tickets are still valid until 3/19/2025. All orders are non-refundable and non-transferable. If you are unable to utilize the tickets the tickets prior to their expiration date, the order can be updated for your convenience. 

• Initial Complaint

  Date:09/25/2024

  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 canceled three memberships for SeaWorld ********* in April 2024. The number I called to make this request is the ******* phone number. At the end of my conversation with the representative, I asked for a confirmation number and was told that they do not provide confirmation numbers, but that he assured me my request was completed. Several months later, I checked my bank records to discover that only two of the three memberships were canceled. They continued to withdraw the funds from my bank account for third membership - also the most expensive of the 3 memberships. When I asked why they continue to do that they said I never requested the cancellation. My memberships were for myself and my two minor children. The membership that was not canceled per my request. Was the membership for my 10-year-old son. I would never have kept one membership For a minor without keeping the other two. My son cannot travel to SeaWorld by himself. He is 10 years old. They refused to refund my $45 and only refunded for the most recent transaction. I can only imagine how many other people they are doing this too. Most companies will provide you a confirmation number, I see why SeaWorld is , not using this best practice. I want my $45 refunded and for this company to be held accountable for poor customer service and doing fraudulent practices.

  Business Response

  Date: 09/25/2024

  Good morning. I located the account using your email and show that a pass was canceled during a call on August 12, 2024, and a refund of $15 was processed on August 16, 2024. The one that posted on the 18th was your refund, not a charge. No other charges were made on that account. The second account with two passes was canceled April 15, 2024 and they both expired on May 6, 2024.

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22336268
  
  I am rejecting this response because:
  As you noted in your response, I called to cancel memberships in April. What you failed to understand is that I cancelled all of my memberships. Does it make any sense to you that I would keep a membership of one, a childs? It appears to be too far fetched for Seaworld to believe that their representative made a mistake and cancelled only 2 of the 3 memberships. Yes, I called in August to make a second request to cancel the membership, SEAWORLD failed to cancel the first time. The reason you dont provide confirmation numbers of requests is so you can take advantage of people requesting membership cancellation. 
  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/01/2024

  Sea World Parks & Entertainment takes all complaints very seriously and our goal is to come up with a proper solution to each incident. After reviewing the case we have submitted a refund for this guest that will be seen in their financial institution within 2 weeks. We apologize for any inconvenience this may have caused.
  Thank you for allowing us an opportunity to work on a solution.

  Customer Answer

  Date: 10/01/2024

   
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:09/16/2024

  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.

  My child is a platinum member , we were giving misinformation and had *** had up wait 3 hours to print out our dolphin encounter passes. After the long wait we were told that the passes couldnt be used because of my childs age and made us pay for the dolphin encounter . No one tried to assist us in anyway after all the waiting and incorrect info .

  Business Response

  Date: 09/17/2024

  Can you please provide the Barcode of the Platinum Member.

• Initial Complaint

  Date:09/11/2024

  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 or about 6/30/24, I made an online purchase for 3 day passes for 8/5/24 to the Aquatica waterpark in *******, ** for myself, my wife, and our 4 year old daughter from Sea World of ************ d/b/a Aquatica. We also purchased three "Quick Queue Unlimited" passes to bypass most lines. We also purchased a night at a hotel situated next to Aquatica for the night of 8/4/24.The forecast for Hurricane *** wasn't looking good in the days before our trip, but all of the ******* ***** seemed to still be open prior to 8/5/24. We travelled to ******* the evening of 8/4/24 and stayed overnight at the hotel. When we awoke the following morning, we hadn't received any notification from ******** and so we assumed that the park was open for the day.I went to the concierge desk at our hotel that morning to get a shuttle set to take us across the parking lot to ********. I was told by the concierge clerk that they had just received confirmation that Aquatica would not be open that day due to the storm. We went home with a disappointed 4 year old, but she did a lot better than I would have with bad news at that age.I first called Aquatica that same day to try and reschedule our trip. No one answered and there was no way to leave a voicemail. I followed up twice over the following month by leaving written messages as instructed by ********'s website to try and reschedule our trip. My initial call was never returned and my subsequent written requests were never acknowledged or answered.On 9/9/24, I called again and reached someone at ********. They refused to reschedule unless we paid an additional $47 per ticket and would not refund the money. They also said that we would lose the Quick Queue Unlimited passes even if we paid the additional money. I was told this was "management's decision." Sea World of ************ d/b/a Aquatica effectively stole $337.58 from me and likely everyone else who made the unfortunate decision to select their park for a trip that day.

  Business Response

  Date: 09/11/2024

  Sea World Parks & Entertainment takes all guest concerns very seriously, and our goal is to provide a proper solution to each situation. After reviewing your case, We have determined that due to park closure we will be offering a return visit to this guest with Quick Que included. We have reached out to the guest and offered compensation in this form.  

  Customer Answer

  Date: 09/21/2024

  Thank you for reaching out to me! My complaint with the business has been resolved.

   

  ******* Walker 

• Initial Complaint

  Date:09/06/2024

  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.

  Subject: A formal complaint about a refund on a ticket I am writing this letter to make a formal complaint about the refund of the tickets I purchased from your company. Here are the details:Purchase Information: I purchased your SeaWorld tickets through [7/8/2024] on [5/20/2024] for a total amount of approximately $668.24 Later, I found out that my family had accidentally bought an double tickets.Refund Request: I immediately contacted SeaWorld to request a refund before the date, and will them the reason is. But they says according to company's policy we cant refunded only can *************** Dispute: In view of your refund policy, I contacted my bank to file a dispute request. The bank successfully settled the dispute and withdrew the ******** it happened: After I returned, I found that the bank had re-billed me for the charges. The bank told me that SeaWorld's policy clearly states that tickets are non-refundable, so they couldn't process my request any further. I contacted SeaWorld again but was told that time had passed and it was not possible to deal with the issue.Current status: Currently, I paid about $668.24 in fees and did not receive any service or tickets. I think this situation is unfair to me, so I hope you can resolve it.Request:Please process my refund request as soon as possible or provide other reasonable solutions.If there are any further processing steps, please inform us promptly.Thank you so much

  Business Response

  Date: 09/11/2024

  ************************** takes all complaints very seriously, and our goal is to come up with a proper solution to each incident. After reviewing the case and listening to all calls in question, we have found that all of the guest's inquiries were addressed. These tickets were purchased online. The company policy on tickets purchased is clearly noted and states that this ticket is non-transferable, non-refundable, not for resale, void if altered, will not be replaced if lost or stolen, and may be confiscated without restitution for misuse.
  As a one-time courtesy, we offered to change the names on the tickets so that they may be used by another guest. The bank understood the policy, which is why they retracted their assistance in this matter.
  Additionally, we communicated with the guest and requested proof of the duplicate order. Since the guest was unable to provide this documentation,there is nothing further we can provide at this time.
  Thank you for allowing us the opportunity to address this matter.

  Customer Answer

  Date: 09/11/2024

  I was disappointed that seawolrd didn't come up with a good solution due to this particular situation. Since there's no way to get a refund, that would at least give me store credit to book another day or change my name. This option was provided in their response. And their customer service is super difficult to call, and sometimes they will just hang up, and there is no way to contact them. thanks
  

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22252709
  
  I am rejecting this response because:

  I was disappointed that seawolrd didn't come up with a good solution due to this particular situation. Since there's no way to get a refund, that would at least give me store credit to book another day or change my name. This option was provided in their response. And their customer service is super difficult to call, and sometimes they will just hang up, and there is no way to contact them. thanks
  
  Sincerely,
  
  *** ****

  Business Response

  Date: 09/13/2024

  Sea World Parks & Entertainment wants to make every effort to provide a proper solution to each situation. Upon reviewing the guests concerns, To resolve the issue, we proactively reached out to the guest and offered to schedule a call to assist with rebooking their tickets. This action was intended to provide a more personalized resolution and ensure the guest had support in planning their next visit.

• Initial Complaint

  Date:08/14/2024

  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.

  I am extremely frustrated with SeaWorld.As per the email below, I sent an email to ************************************************** that due to COVID and numerous flight reschedulings, I was unable to go to ******* to enjoy my tickets purchased.Furthermore, my **** had to go through a renewal that took more than a year to reschedule in ******, as you know, and I will only be able to go to ******* where I have a trip booked for the month 10/2024 (I have a trip scheduled for October 2024 ).I made countless international calls to ******* Universal and other attractions where they rescheduled all my parks.I made an international call via phone, and they also made light of it saying that I lost my unused paid tickets.As at the beginning of this email, I asked SeaWorld to change my tickets under my companion's name and reschedule for October 08 2024 and they informed that the decision has been made and that they cannot extend the validity of the tickets.They say it was extended until December 31, 2022, but due to it still being in the pandemic, the flights were changed and I had to wait for the **** to be renewed for almost 1 year. Not to mention, as mentioned in the email, I also went through an unemployment situation.I truly believe that this is not the image that the SeaWorld company would like to convey to those who have never been to the Park, especially when you paid for the tickets and now they say that there are no more tickets, and I was not even able to use the ticket.I am here to ask for your help in rescheduling my tickets as I requested because I am very sad with the way the company treated me.1-) Changing the dates of the 2 Tickets from October 8/2024.Order ******* tickets: ****************** and ****************** 2-) Changing the Name of the Ticket Holder purchased by me. (******************)By: ************************ To: *********************************** ******* Thank you for your attention and I hope to be able to visit SeaWorld Yours sincerely,*******************************

  Business Response

  Date: 08/15/2024

  Hello,

  Please stop at a ************ Ticket window and provide the following information Correspondence ID ******. This will confirm new three visit ticket to be issued to you for your visit.
  

  Customer Answer

  Date: 08/15/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/28/2024

  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.

  quick que was not operable and the rides were broken

  Customer Answer

  Date: 05/28/2024

  The manager of seaworld has reached out and taken care of the situation. Please retract complaint.