Business Profile

Amusement Parks

Busch Gardens Tampa

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Amusement Parks.

Complaints

This profile includes complaints for Busch Gardens Tampa's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

164 total complaints in the last 3 years.
47 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/06/2025
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.
I am writing to formally express my dissatisfaction with my familys recent visit to Busch Gardens on December 28, 2024. The experience was far below the standard expected from a reputable theme park, particularly given the significant cost and effort involved. I am requesting a full refund or appropriate compensation for the following issues, which rendered the visit miserable and unsafe.Parking ? $60 for parking two vehicles miles away. ? Walked over a mile to reach the tram station nearest the park entrance.? There was only ONE tram available for hundreds of guests, resulting in an hour-long wait after walking 1 mile. Unlimited Meal Pass and Food Access ? Purchased four Unlimited Meal Passes but could not use them due to 1-3 hour wait times at every food vendor ? No warnings were provided at the time of booking regarding the difficulty of accessing food ? Children in our party were unable to purchase water, and went without proper meals for the entire day. They were malnourished, with headaches and stomach aches by the end of the day.Overcrowding and Safety Concerns ? The park far over capacity, making it unsafe and extremely uncomfortable.? Walkways were impassable, and I was unable to safely navigate with a rented, stroller.? Viewing animal exhibits was impossible due to crowds blocking access. Some animals appeared stressed and disturbed by the noise and amount of commotion.4. Skip-the-Line Pass and Rides ? Purchased skip-the-line passes, but the wait times for these lines were still over an hour or more due to volume and over-selling of these tickets with false promises of shorter wait times.Requests for Resolution Given the significant failures in delivering the promised experience, I respectfully request the following: A full refund for all tickets, meal passes, and parking fees. Additional compensation for the time, travel expenses, and inconvenience caused. This was truly a miserable day for everyone in attendance.
Business Response
Date: 01/06/2025
Hello -
Please be advised that at this time, return admissions including all purchased product have been reissued.
Initial Complaint
Date:12/26/2024
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.
Today, Christmas Day. Purchased the all day dining pass $70. Went to smokehouse restaurant immediately upon entering park, line was long - all the way to roller coaster. Went to ********, was closed. Went to dragon dining. Waited in line, I am ********************************* line 2 plus hours!! Had to eat due to medicine. No idea which line is which they were so long ended up in line for Mexican, cant eat that. Nice girl got me tenders. Wasted hours in lines. No napkins, no utensils, no condiments. All lines were even longer after I ate. We had planned on being at the park a few hours but I cannot stand in lines due to bad knee. Id like a refund or at least partial could not stand in line for anymore food. ***** services refused to give credit or partial for dining. **** knew they had limited employees working I never would have bought a food ticket if I knew!!
Business Response
Date: 01/08/2025
Please be advised that Guest has contacted us on 12/25/24 regarding his complain as of 01/04/25 he has received a new All Day Dinning to be used during their next visit.
No refunds due at this time.
Customer Answer
Date: 01/09/2025

Complaint: 22729998

I am rejecting this response because: I really wanted a refund of my money and they refused. It was such a waste of time and a day we only stood in line for food and I am 70 years old, I didnt feel well and the management refused to talk to me at guest services, was handled poorly. So while they feel it was resolved, I wasted 3 to 4 hours standing in line to get food that wasnt really what I wanted (preferred another place there but lines were even longer ) and I really would prefer a refund as I dont ever plan to eat there again.

Sincerely,

****** *****
Business Response
Date: 01/15/2025
Please be advised, we have reached out to this guest on 12/27/2024, offering One-All Day dining voucher as a compensation. Unfortunately, as this product has been used, we are unable to issue a full or partial refund at this time.
Customer Answer
Date: 01/17/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID
********, I dont have a choice but to accept their offer for one unlimited meal. While this is not my preference, I will accept it so we can have resolution.
Sincerely,

****** *****
Initial Complaint
Date:12/26/2024
Type:Sales and Advertising 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 bought 4 single day tickets plus all day dining deal for Busch Gardens for all four persons in my group. All day dining description on the site claims - Eat all day every 90 minutes until the park closes. However, we went to restaurants that accept the all day dining pass and they claimed to be closed by 8pm. All day dining deal also says we can get 1 entree, 1 side or dessert and a drink or bottle water, when we asked for bottle water by itself, we were denied saying we can only get fountain drinks and cup of water. The app or website doesn't specify what times the restaurants close. The app showed the restaurants that accept deal and when we went to those restaurants, they claimed to have closed at 8pm even though the park was closing at 10pm. I think this is false advertising and I would have not purchased the all day dining deal if I had known such restrictions or unethical practices exist. This made by experience very unpleasant and very entrusting of business practices by the establishment.
Business Response
Date: 01/15/2025
Please be advised, we are happy to issue products for a return visit as a guest service. Additionally, on our website under All-Day Dining guest will receive 1 entre platter, side or dessert and one fountain soft drink once every 90 minutes at any of the following locations: **********, *********** at ********* Overlook, Dragon Fire Grill, ****** Smokehouse and ************ Unfortunately, a bottled water will not be a part of this promotion.

Customer Answer
Date: 01/17/2025

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:12/26/2024
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 bought three annual passes on 12/31/2023, with an expiration date of 12/31/2024. Simultaneously there was an auto renewal in place, that was to occur on 12/30/2024.For several days I tried reaching customer service. What I wanted was to cancel renewal, but attend the park on 12/31/2024 (expiration date.) Since I could not reach anyone in customer service, I finally used the cancel option on the Busch Gardens Tampa Bay site. Cancelling this way, cancelled my existing tickets (three of them!)I am seeking compensation for cancelling my tickets prematurely. It appears that I was in a trap, "let your passes auto-renew or lost your final day." This is unethical.
Business Response
Date: 12/26/2024
Please be advised, we have ended the auto-renew payment for all three annual passes. The credit card will no longer be charged for this account. Additionally, the annual pass will remain active through 12/31/2024.
Customer Answer
Date: 12/26/2024

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.
Better Business Bureau, thank you for your assistance.
Sincerely,

****** *******
Initial Complaint
Date:12/23/2024
Type:Order 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 previously purchased two Silver Passes to Busch Gardens. They are now attempting to automatically renew my passes at a higher level that I previously signed up for and at a higher rate. They sent me an email with a link to "Log In" with instructions that I "can change your settings by logging in with your Pass Member account and clicking on End your pass at the bottom of the page. " However, the website where the link takes me does not have any ability to End your pass. In point of fact, after conducting an extensive search of the Busch Gardens website, I cannot find any page that allows me to terminate my passes, turn off automatic renewals, or delete my credit card information. They provide two phone numbers ************** and ************** which they claim are open from 9:00 a.m. and 6:00 p.m. EST daily. I've spent several hours on hold and continue to get nothing but annoying music and pre-recorded messages to please stay on hold. It appears to me that they are using deceptive and unfair trade practices in violation of both state and federal laws by prohibiting me the ability to terminate my passes and any associated auto-renew feature. I need someone from Busch Gardens to contact me so I can get this straightened out.
Business Response
Date: 12/26/2024
Hello, please be advised, we have located this annual pass holder's account and can confirm that their passes are set to expire by 01/10/2025.
Initial Complaint
Date:12/16/2024
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 a black Friday package for a SeaWorld platinum pass deal that popped up on my feed. When trying to get to the park (for the first time since buying this pass) they refused entry, saying that the passes are for the ************** only, even though the platinum clearly stated it's good for all SeaWorld family parks, including Busch garden (hence the reason I bought it). After some arguing the ticket booth said I have to pay extra $278 for entry and a new membership card. Since I was already in the park and with my two kids, I had no choice but to pay, but it feels like I was scammed, especially since my total out of pocket price is now even higher than what their website advertised it for with no deal at all. I expect the park to respect the original price and refund the difference I just paid of $278, since it's a very shady and unfair way to overcharge me.
Business Response
Date: 01/04/2025
Hello -

Please be advised that we have reviewed the BBB Complaint submitted, and we have confirmed that the Platinum Pass purchase was for SeaWorld ********* and not SeaWorld ******** while the Pass itself would include admission to all Park their benefits are only valid for their home state.

Additionally, our Sales and Promotions are for online purchases only, given this the price to upgrade to the correct product would not apply any Online Promotions in Park.
Additionally, we have emailed you to the contacted provided showing the receipt for your Online Order that includes the incorrect purchase.
We apologize for any inconvenience this may have caused.
Customer Answer
Date: 01/06/2025

Complaint: 22689934

I am rejecting this response because:
The limitations for benefits and guest passes was not mentioned anywhere in my purchasing process. I purchased this pass based on seeing on their site that benefits apply to all parks.
Their message above totally contradicts what was advertised and details upon which i decided to buy this annual pass.

Sincerely,

****** *******
Business Response
Date: 01/08/2025
Hello -
Please be advised that this is listed on our website under Pass Members FAQs, Busch Gardens Tampa Purchase Window, SeaWorld ********* Purchase Window, all attached below.
First image; Pass Members FAQs
****************************************************************************************;
Second image; Busch Gardens Tampa purchase window
**********************************************************************
Third image: SeaWorld San Diego purchase window
*******************************************************
We apologize for any confusion this may have caused.
Customer Answer
Date: 01/09/2025
Initial Complaint
Date:12/11/2024
Type:Customer Service 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.
As a platinum passholder of over 10 years, the experience i had on December 7th was an absolute epic fail and a poor representation to 2 1st time patrons visiting the park with me. Allow me to explain: We shalt start with the drink stand around the corner from ****** that had 0 souvenir cups for sale and the worker couldn't care less and showed it by his attitude Then we shalt move on to when i went to *********** and the attitude laced worker not only told me that my passholder coupon wasn't accepted, but proceeded to shove the monitor in my face to prove his point Fast forward a few hours later and the funnel cake place inside coaster coffee stated even though they showed open for business, their oil wasn't up to temp and wouldn't be for another ***** minutes, thereby causing at least 4 sales to walk out the door And last but no means least, I went to *************** across from Iron Gwazi just to be told that, guess what!? They were out of Cocoa and only had cookies and the other cocoa stand instead of Christmas Town had a long line And I would also like to mention that my party sincerely appreciated being blown off inside the Dragon Fire Grill with your Taco joint being open, but no employees and the 2 guys in the kitchen kept looking over and throwing dirty looks.***MIND YOU My 2 friends had all dine dining deals***Now, If this is any indication of the perpetual decline of this once sacred and beloved park, I might have to sincerely re-think ever coming back or bringing anyone else to this park. Also, makes me re-think if i even want to renew my pass which expires in 2 months
Business Response
Date: 12/16/2024
Hello, please be advised, we have reached out to this guest and are waiting for a response.
Customer Answer
Date: 12/16/2024

Complaint: 22670213

I am rejecting this response because: I have responded n waiting for their deal to be honored before I accept their response

Sincerely,

Jr *******
Business Response
Date: 12/17/2024
Please be advised, we have notated the annual pass member's account for what was originally offered in our previous email. As this is an internal notation the pass holder will not be able to view or redeem these complimentary tickets online, through our ********************* or at a self-service kiosk. To redeem, they will visit Guest Relations with their Annual Pass and a valid ID.
Customer Answer
Date: 12/17/2024

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. Wouldve been nice if BGA wouldve emailed me the same details given I asked for that exact information a business day ago
Sincerely,

Jr *******
Initial Complaint
Date:12/03/2024
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.
Purchased tickets on 11/17/24 on card ending in 3075. Paid extra for a dining plan for 4 of our tickets and the Quick Que Unlimited pass for 3 tickets. Visited on 11/27/24. Even though we purchased everything ahead of time, upon entering the park right at opening, we had to wait another 40 minutes in line to get our quick que bracelets. We purchased the dining plan because you cannot bring food into the park. We visited several of the restaurants on the dining plan and were extremely disappointed because many of the healthier items listed on the menu in Busch Garden's app were not available - we were told by staff "sorry, we're out" or "this is all we have". We have some dietary restraints with our daughters and needed to be able to provide them with food other than pizza, burgers, and french fries. The salads, wraps, and healthier items were not available yet this was not mentioned at all in the app or website. We tried tacos yet they were out of guac and beans. We were able to eat very little from our $120 spent on dining. The Christmas train that is on the Busch Gardens website was closed without that being mentioned on the website or app. 3 of the rides we purchased the "quick que unlimited" passes for were closed yet this wasn't updated on the app until we arrived. The staff staid they've been closed due to hurricane damage so this could have been updated. We stood in the Sky ***** ride line for 20 minutes to get to the front and be told it's a paid ride (it mentions nothing about paying extra for this ride in the app). No sign listing this information at the park. Bathrooms were out of soap and paper towel. I asked for a manager to request a refund before we left the park at 9pm on 11/27 and was told one was not available. Called twice on the 28th and couldn't get through to customer service. Called 12/2 and was told I couldn't solve on the phone and ****** told me I couldn't speak to a supervisor or manager. asked twice and was denied. I'd like a 50% refund
Business Response
Date: 12/11/2024
Please be advised, we have reached out to this guest through email and have offered return tickets as these products have been used. Additionally, we are waiting for a response so that we may proceed.
Customer Answer
Date: 12/11/2024

Complaint: 22626814

I am rejecting this response because: I made very clear that I had attempted to request a partial refund the day we visited the park and was told by the representative at the customer relations desk that they didn't have a manager to help me with that and I'd have to call their customer service line to follow up on the matter. It was very obvious that the park was extremely understaffed and the services and goods we paid for, as advertised by Busch Gardens, were not provided during our visit. Our family saved up for 2 years to make this trip and we have no intention of making our next vacation back to Busch Gardens all the way from ***************** to visit the park again. The entire experience from start to finish, including the extremely disappointing phone calls with their customer service and then being denied the chance to speak to a manager on the phone is unacceptable. We would have never spent $758.36 on the tickets for this park had we known that Busch Gardens would fall short in so many of their advertised rides, menu items, and experiences. I am still requesting a refund for at least 50% of our tickets. If needed, I am happy to request the phone recording of my phone calls where I was told I could not speak to a manager. I look forward to Busch Gardens resolving this matter quickly.

Sincerely,

****** *******
Initial Complaint
Date:11/12/2024
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.
In Nov. 2021 a 1-year membership was purchased from Busch Gardens. Apparently, (and unbeknownst to me) there is a clause to the membership that it auto-renews each year. In Nov. 2022 & Nov. 2023, my card was unknowingly charged $448.28 each month - then again in Nov. 2024 (for a total of $1,344.84). Fortunately, I happened to see the charge on my statement and wondered what the heck is this?! This is when I realized they've been unilaterally charging my account every year since 2022. Again, they did NOT make me aware of this auto-renewal, and they NEVER SENT ME AN EMAIL OR US MAIL, OR PHONE CALL about the auto-renewal. I called Busch Gardens ************** and was told they couldn't help me at all - that the charges were valid (even though - they acknowledged - that the membership wasn't used at all from December 2022 to the present date. Finally, the membership is not even in my name.....it is in my ex-fiance's name. But the auto-withdrawals are coming from my account.
Business Response
Date: 11/16/2024
Please be advised, we have reached out to our financial department and have refunded the Annual Pass Member for the full amount.
Initial Complaint
Date:11/07/2024
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 purchased tickets for **** Gardens for their Halloween event and park tickets. It was part of a scheduled vacation. Hurricane ****** shut down the park and I had to cancel my trip to Tampa. I spoke with **** Gardens and I was not able to get a refund. I understand during normal circumstances of no cancelation policy, but this was a natural disaster and the park was closed for multiple days and I would not be able to attend. The Halloween event tickets was purchased for a specific date and the park was closed on the date purchased and no refund was offered.
Business Response
Date: 11/25/2024
Please be advised, a chargeback was received on 11/9/2024 for both orders. Additionally, we let the guest know to contact their financial institution for further assistance.
Customer Answer
Date: 12/03/2024

Complaint: 22525532

I am rejecting this response because: **** Gardens has claimed that they have given me a chargeback on 11/5/2024. After checking my transaction history and calling my credit card company, I have not received the chargeback at the time of this response. I have replied back to **** Gardens with a response of the Charge back was initiated on 11/5/2024 and no other response after I stated I have not received the refund.

Sincerely,

***** *********
Business Response
Date: 12/09/2024
Please be advised, we have explained to the guest a chargeback was received for both orders processed on 11/5/2024. For any additional information regarding a refund, we suggest reaching out to their financial institution.
Customer Answer
Date: 12/09/2024

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,

***** *********

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Busch Gardens Tampa is NOT a BBB Accredited Business.