ComplaintsforSeaWorld Vacations

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  quick que was not operable and the rides were broken

  Customer response

  05/28/2024

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

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  SeaWorld is allowing someone to fraudulently charge my card that was stolen and open a contract agreement for one of their passes and provide a fake name pretending to be my daughter.

  Business response

  04/14/2024

  We show that you filed a fraud claim through your bank and must abide by that decision. Please contact your bank if you don't agree with the decision that was made.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a Seaworld and Aquatica ******* Length of stay package for travel between Feb *****, 2023 with the obvious intention of being able to visit Aquatica but to my surprise Aquatica was closed for the entire time yet ************** and other water related rides at Seaworld were open. Weather was beautiful from the 19th to 21st, perfect tshirt and shorts weather.I called the customer service number on Feb 21st asking for any kind of help with either swapping my Aquatica entrance to ************** or a partial reimbursement but no help at all was offered. I even asked for a definition of what inclement weather meant considering their other parks are opened and no answer was provided nor would they escalate my call to a manager or supervisor.I feel that if Aquatica was not going to be opened then the Seaworld PLUS Aquatica package so have never been sold to me as I could have opted for a cheaper package with just the Seaworld park. I had a 6am morning flight booked on the 22nd so was never going to be able to visit the park that day had it even opened.This ordeal has left my family and I a horrible experience with Seaworld/Aquatica

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a family vacation package with Seaworld Vacations, our total purchase was for $1,247.17. I selected *********************** based on advertised information that the hotel had a heated pool and hot tub. The hotel did not have these amenities as advertised by Seaworld Vacation during the time of our stay. We contacted both the hotel and Seaworld Vacations. SeaWorld Vacation consulted with the hotel and promised us a refund of $249.43 which they have noted on our account/reservation no. 570203S5. SeaWorld Vacations stated that it would take 1-2 weeks before we would receive the actual refund. On 1/29/2024 we still did not receive the promised refund. So we contacted the merchant again, and was again promised the $249.53 refund but was asked to continue waiting for the refund. On 1/31/2024 a refund in the amount of $112.50 was posted to my credit card. I realized this incorrect refund amount and called SeaWorld Vacations on 2/12/2024. At this time, SeaWorld Vacations told us that we were no longer guaranteed to receive the promised and approved refund. The difference owed to us is $136.93. These business practices are unethical and I am sure that we are not the only family this has happened to. Attached is an email I received from the business today, 02/12/2024. This email acknowledges that they promised a $249.43 refund and only actually refunded $112.50. I would greatly appreciate your help.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I never made an account with ******************** and ever since Last October they been taking money out of my account

  Business response

  02/07/2024

  Hello,

  After locating the account, it appears that this pass matches with your information, and it has been used. Unfortunately, via the ***Pay Contract we are unable to cancel and refund the account. I apologize for the inconvenience.

  Thank you.

  Customer response

  02/07/2024

   
  Complaint: 21254425
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  02/07/2024

   
  Complaint: 21254425
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  02/07/2024

  I didnt make an account with them I want a refund and no further contact please!!! Give me my $215 back 

  Customer response

  02/07/2024

  I didnt make an account with them I want a refund and no further contact please!!! Give me my $215 back 

  
  

• Initial Complaint

  12/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a membership from Seaworld for theme parks. I fulfilled my contract. When I went beyond the contract it was a month to month. When I called to cancel they stated that I had to stay in an additional month. I called on the day before my month ended with a promise they would call back. They didnt so I called back the next day and they refused to stop pending charge and stated I had the stay in an additional month. This is unfair as I do not desire an additional month. No matter what they would not refund me.

  Business response

  01/08/2024

  Hello,

  We apologize for the inconvenience caused to you by this situation.

  We have submitted a refund for the monthly renewal to our finance department. Please allow for 1 - 2 billing cycles for this to be processed as they work in the order these are received.

  Thank you.

• Initial Complaint

  10/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On 9/15 I booked a vacation package directly from SeaWorld Vacations. The cancellation policy was very clear that as long as it was cancelled more than 72 hours before the check in that it was 100% refundable. Check in isn't until November 20th. On September 29th I e-mailed to cancel and received no response. The next day I tried to follow links in the confirmation e-mail, and it said that I had to cancel via phone. So, I called October 2nd, and waited more than 30 minutes for an agent and no one answered. Over the next two days I called 3 more times, waiting on hold for between 20-40 minutes each time and never having my call answered. One of those calls gave me the option to receive a call back. I chose it and never received a call back. I have also e-mailed multiple Busch Gardens Vacations e-mails over the past week, receiving no responses. I expect this cancelled and a full refund immediately! Also, it's important to note that we had planned to stay in a different location but still buy tickets for ***** ******** *** ****** *** ********* ***** but, after this horrible customer service experience, we think we are going to do ****** and ******** instead.

  Business response

  10/07/2023

  I researched all tickets, guests visited SeaWorld on July 31, 2023, and experienced inclement weather. I issued rainchecks for ******* ******** ********* ******** *** ******. Rainy day tickets are valid until 9/6/2024. The guest purchased tickets from the ******** ****** ** ***** and a refund is not feasible. 

  Customer response

  10/10/2023

  
  Complaint* ********
  
  I am rejecting this response because:

  Your response was about someone else’s complaint.  It mentioned another family, and made no sense whatsoever! 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  06/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I Emailed you 3 Days Ago and You Never Replied To Me Now I Want A Full Refund 4 PASS 2 FOR SeaWorld and 2 PASS FOR Aquatic. Because the 2 Roller Coasters Broke on ME and The Line Were Very Very Very Long AT BOTH PARKS and You Told Me That You Don’t TAKE AAA CARD AT BOTH PARKS NOW.

  Business response

  06/08/2023

  
  We searched the email database and located an email from March 19, 2023, prior to you visiting. You were emailed multiple times to ask how we could help and did not answer her questions, just demining complimentary admissions because you weren't answered quick enough. There were no emails received from the email listed concerning your visit to SeaWorld. You were however emailing concerning Busch Gardens Williamsburg about a visit to that park in 2022, and those emails were forwarded to them.

  
  We are sorry to hear that you encountered longer than expected lines at the rides during our busy Memorial Day holiday. While it is unfortunate, I am sorry to hear that the rides experience mechanical delays during your visit. We have staff on site and do our best to correct any errors so the rides may resume. I do see that there was minimal downtime that day and hope that you were able to enjoy the rides once they reopened. We appreciate your feedback, and it was shared with the appropriate teams so they will be aware of your concerns. Your used admissions are nonrefundable.

  Customer response

  06/15/2023

  
  Complaint: ********
  
  I am rejecting this response because: YOU ARE STILL REFUSSING TO HELP ME NOW.
  
  Sincerely,
  
  *** ***********

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello. I purchased a membership at July 2021. SeaWorld charged me automatically in 2022 again. I called them, explained that I'm living in California, I can come to Florida to spend time in the park. I asked them refund the money or change to membership from Florida to California. I spent more than hours to wait a supervisor to discuss my situation. Then agent told me,they check my membership and saw I was visiting the park at 2021 years just one time, so they will refund money an cancel the membership. They told waiting for 2 weeks and money will be on my bank account. After 2 and 3 weeks no refund. I called them again and again, they told me same story,I should wait 2 weeks. They changed me at july 2022,and still lies me. I asked them:"are you planning refund me money or just playing with me?" I spoke with financial management and they told me same:"wait 2 weeks for refund".

  Business response

  05/30/2023

  We are sorry to hear your refund request was not processed accordingly. Our records show that it was submitted, but due to a hiatus in the system, it was not completed. We apologize for this misshape and hope you will allow us time to submit the same inquiry this time again.
  
  We appreciate your patience and understanding!

  Customer response

  05/31/2023

  
  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

  05/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have an issue with Seaworld/discovery cove customer service which has resulted in over £90 worth of phone charges. I have asked repeatedly for the escalation process to take the complaint higher about bother the staff and the issue and they won’t give it and are now ignoring emails. I called to change my reservation date due to the fact that they had ignored my previous Facebook messages to do so. I called and got someone who couldn’t find a booking in my name and date of visit, she hung up on me in the end. I called back and got the same representative who as soon as I identified myself put me on mute for a full minute before I terminated the call. The 2nd person eventually managed to find the booking but kept me on the line unnecessarily. I have since been dealing with Jeff A******* who claims to be a manager, he was replying on Facebook even tho I had expressly said I wanted email correspondence only. He is no longer replying to messages. I am now in communication with a main seaworld email but again they won’t help and just keep saying we will pass on. I want to escalate higher but they refuse to do so and say they do not have a full escalation process. I want my call charges back, I am out of pocket for their poor customer service.

  Business response

  05/08/2023

  
  Sea World Parks & Entertainment takes all complaints very seriously and our goal is to come up with a proper and fair 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. We have offered the proper escalation procedure and leadership has been involved. There were no calls that were found to be disconnected by the ambassador rather we did hear some static on the guest's side. During the first interaction, the ambassador was not given all of the confirmation numbers making it a bit difficult to find the order. Once the order was verified the guest seemed to have phone issues and accidentally disconnected. The agent was on the line the whole time.
  After several interactions via email and our FB page with leadership, there was nothing else we could offer as all of the guest's questions were answered and all complaints were addressed. 
  
  It is not customary for us to refund a phone bill as this is the sole responsibility of the guest. The guest was able to rebook her visit with no issues and was able to enjoy the park on the date requested. Thank you.

  Customer response

  05/09/2023

  
  Complaint* ********
  I am rejecting this response because:

  the business has continued to ignore communication and will not reply to my messages. 
  

  they state they have provided escalation process, they have not. They told me repeatedly they do not have an escalation process. 
  

  the calls were disconnected, this is now my word against theirs. 
  

  no offer has been made for the cost of the calls when it is staff training on searching a name and date that made them so long. 

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

*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. ↩