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:02/22/2025

  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.

  July 9th my son and I tried to go to Legoland with our passes, but were declined. I was unaware that the card linked for my monthly payments was not accurate. I tried talking to customer service, with absolutely no help. I tried calling, no one answered the phone. I emailed and conversed with someone, but they gave me no answers as well. They are now trying to make me pay the full amount of the tickets per contract or send it to collections. I have tried for months to resolve this and no one helped me, I do not feel as tho I should suffer the consequences, when I tried to change the card info for the payments and pay up to date on the payments! They told me to log into my account to resolve the issue online, but once they canceled my passes due to missed payment, it disabled it for me to log in.

  Business Response

  Date: 02/23/2025

  Dear Angel,
  
  Thank you for your response, and we sincerely appreciate your patience as we work to address your concerns.
  
  We truly understand your frustration regarding the missed payment for your Monthly Passes, and we deeply apologize for the inconvenience caused during this process. Upon review, we discovered that our team provided you with an incorrect contact number, which contributed to the unintended deactivation of your membership.
  
  As outlined in the terms and conditions at the time of purchase, once a membership is fully deactivated after 45 days, we are unable to reinstate it. Please note that no further charges will be applied to your credit card associated with this account due to the deactivation.
  
  To fix this disappointment and the unfortunate experience, we are pleased to offer you and your family a set of two (2) complimentary 1-Day tickets to LEGOLAND Florida Theme Park, **********, and ******************** and (1) Complementary Standard Parking. These tickets will be valid through the end of 2026, with the option to extend them through the end of 2027. Please be aware that certain blackout dates may apply.
  
  If you plan to visit, we kindly request that you provide us with your intended visit date at least two weeks in advance. This will help us ensure a seamless experience for you and your family. Please also note that certain dates may be unavailable, and you can find information about blackout dates:
  
  **************************************************************************************************************************************************
  
  If you have any further questions or need additional assistance, please don't hesitate to reach out. We are here to help and ensure you have a great experience with us.
  
  Wishing you a wonderful day ahead.
  
  Kind regards,
  
  Guest Communications
  Legoland Florida Resort
  

• Initial Complaint

  Date:01/02/2025

  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.

  Legoland charged duplicate hotel fee ($729.24), and attempted to hold triple hotel reservation fee (same exact amount) on my credit card. This is to request Legoland to refund my duplicate charge: $729.24. November 11: ************** charged $1,447.95 for reservation of Legoland Florida Beach *************** One reservation: H-WB964HJ84RXJ Legoland reservation: ******* Checkin: December 22, 2024, Checkout: December 25, 2024 Room# was 1049 ***********. December 26: Legoland charged $729.24, because they claimed that they did not receive full payment from *********** Travel, when I already paid full amount ($1447.95) to *********** Travel on November 11, 2024.After several calls to *********** Travel, Legoland was holding another $729.24 on my credit card. This is to request Legoland refund my duplicate payment, and stop holding more extra payment on my credit card.

  Business Response

  Date: 01/03/2025

   Good afternoon Jing!
  
  Thank you for reaching out to ***
  
  We sincerely apologize for the inconvenience you experienced during your stay at our hotel. We have reviewed the situation with the hotel team, and the Hotel Manager has confirmed that the double charge has been refunded. The refund was processed on January 1, 2025. As processing times vary depending on your card issuer, please allow 5-7 business days for the charge to reflect in your account.
  
  Should you require any further assistance, please do not hesitate to let us know. We hope you have a wonderful day.
  
  Kind regards,
  
  Guest Communications
  LEGOLAND Florida Resort

  Customer Answer

  Date: 01/05/2025

   
  Complaint: 22757882

  
  Thank you for your response!
  
  I am rejecting this response because:

   

  On Jan 3rd, Legoland charged me another $729.24 (a new issue was created, while solving the 1st issue), which lead to $729.24 + $729.24 = $1458.48 total extra charge, then refund the 2nd extra charge of $729.24, which ended up with $729.24 extra charge, Not refunded yet. 

  $729.24 refund of the duplicate charge dated on December 26. 2024 should be issued. 

  Dec.26: $729.24 duplicate charge by Legoland -> Please refund $729.24 of that duplicate charge. 

  Jan. 3: $729.24 2nd duplicate charge by Legoland was reported

  Jan. 3. -$729.24 refund of the 2nd duplicate charge was reported 

  ($729.24  + $729.24 - $729.24) = $729.24, which should be refunded by Legoland.

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 01/18/2025

  Good afternoon, Jing!
  
  Thank you for reaching out to us.
  
  After a deep investigation, our system shows that your refund of your extra charges had been release on January 1, 2025 and returned to your bank account that you used when you reserved your booking. Our Hotel Manager had tried to contact your multiple times in regards of your refund been released but it goes straight to voicemail. We will also recommend contacting your Bank Institution in regards of your refund status. 
  
  We hope you have a wonderful day.
  
  Kind regards,
  
  Guest Communications
  LEGOLAND Florida Resort

  Customer Answer

  Date: 01/21/2025

   
  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.

  
  Thank you so much for helping to resolve the issue!
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:12/10/2024

  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.

  I am writing to express my dissatisfaction with my recent visit to Legoland on Saturday, December 7, 2024. My family and I purchased tickets during Black Friday, only to find out upon arrival that they could not be used until January. As a result, we were denied entry and had to pay the difference between the Black Friday price and the regular admission price.While I understand pricing structures, I was disappointed to discover that a significant portion of the park was either not operating or under maintenance. Several rides were closed during our visit, and the long lines we experienced compounded the frustration. Only to be told the ride was broken. Given the high entry fees, I expected a much more fully operational ************* is concerning to see that the park continues to charge substantial fees while much of the facility is not being properly maintained or utilized. For many families, including ours, these costs are already a burden, and to pay premium prices for an experience that doesn't meet expectations feels disheartening.I would appreciate any insight into how Legoland plans to address these issues, I reached out to facility to be only advised that they would not refund our money but only offer tickets to revisit the same dissatisfying park. Ludacrist. I expected more from a business such as this. A better resolution is necessary. Sincerely, ****** ******** ************

  Customer Answer

  Date: 12/11/2024

  They offered no refund for having a half operating park. Offered additional tickets to a park that Im making complaints against within the year. As if they will have it running at full capacity. Im not the only complaint. The reviews are horrible and they keep getting by with scamming people in this economy. Under staffed and under cared for along with poor customer service. 

  Business Response

  Date: 12/12/2024

  Dear ******,
  
  Thank you for reaching out to LEGOLAND Florida Resort.
  
  We sincerely apologize for the experience you had during your recent visit. We understand your concerns and appreciate the opportunity to review your case.
  
  Our Black Friday promotion clearly outlined the travel dates for visits before, after, and during the sale period. Upon further investigation, we can confirm that you were offered (4) complimentary 1-Day tickets to LEGOLAND Florida Theme Park, valid for use on any date of your choosing throughout the end of 2025 (subject to blackout dates). Unfortunately, as per our Terms and Conditions, your tickets are non-refundable or partial refund.
  
  This offer remains valid through the end of 2025 if you decide to visit us again. To ensure a smooth visit, please provide us with your new travel date at least two weeks in advance, allowing us enough time to assist you with your arrangements.
  
  Please note that there are blackout dates when tickets cannot be used, and we encourage you to plan your visit accordingly.
  
  If you have any further questions or concerns, please feel free to reach out. We hope to welcome you back to LEGOLAND Florida Resort soon.
  
  Kind regards,

  
  Guest Communications
  LEGOLAND Florida Resort

  
  

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22670033
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 12/19/2024

  Dear ******,
  
  Thank you for your response. 
  
  Once a confirmation number and a printable voucher have been generated the transaction is final and any tickets or passes are non-refundable, non-transferable, and not for resale. This policy is agreed to prior to completing your purchase. For more information on this policy, please refer to the terms and conditions listed on your printed tickets. Please accept our sincerest apologies for any trouble or inconvenience this may have caused. 
  
  Unfortunately, per the terms and conditions of your tickets, there is no refund available. While no refund is available, our previous offer of 4 complimentary tickets to revisit our LEGOLAND Florida Resort will be available to you through the end of 2025 if you decide to return. 
  
  If you decide to visit with us again, please email us, referencing case number ********. Please provide your new visit date at least 2-weeks in advance to ensure you are properly assisted in time for your trip. 
  
  Please be advised that weekends in May, June, July, October, November, December and select holidays and peak times are blocked out and cannot be chosen for your return date.
  
  Please utilize the block-out calendar linked below to assist with choosing a return date: 
  
  2024: *****************************************************************************************************************
  
  2025: *********************************************************************************************************************************************************
  
  
  Kind regards,
  
  Guest Communications Team
  LEGOLAND Florida Resort
  
  

  Customer Answer

  Date: 12/25/2024

   
  Complaint: 22670033
  
  I am rejecting this response because: the facility would not be up to par in one year. This is how they make so much money. Stand firm with we will give tickets to come back to a subpar park but, no partial refund. Not even an offer of a one night stay in a hotel on premises to compensate. Very poor customer service. Im a principle person and so sick of large corporations taking advantage of people who struggle to give their family an experience that fell way short. 
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 12/26/2024

  Its very clear they could care the less about customer satisfaction. They will continue to under keep the facility, understaff, have broken rides and offer less then subpar services because they are protected by their no refund policy and they stipulations that should just say, if your not stashed and you come to our establishment to bad for you because our policy clearly states no refunds but more tickets to our subpar l, understaffed, dirty , over priced park. Such a shame that they continue taking advantage of peoples hard earned money and they dont care about the reviews. Teaches you to read reviews. This is how big cork stays on top 

  Business Response

  Date: 01/24/2025

  Dear ******,
  
  Thank you for your response.
  
  We sincerely understand your frustration and apologize for any inconvenience caused by our parks not meeting your expectations. We truly value our guest feedback and want to ensure your concerns are heard.
  
  As outlined in the terms and conditions at the time of purchase, we are unable to offer a full or partial refund. However, we are pleased to extend our offer of (4) complimentary 1-Day tickets to LEGOLAND Florida Theme Park. These tickets will remain valid through the end of 2025, with the option to extend through the end of 2027 to visit at a later time. Please note that certain blackout dates may apply.
  
  If you decide to visit again, we kindly ask that you provide us with your intended visit date at least two weeks in advance. This will help us ensure everything is arranged smoothly for your trip. Please be aware that certain dates may be unavailable for your return.
  
  If you have any further questions or concerns, please dont hesitate to reach out, and again, we truly apologize for the inconvenience. 
  
  Wishing you a wonderful day ahead!
  
  Kind regards,
  
  Guest Communications
  LEGOLAND Florida Resort 
  

• Initial Complaint

  Date:12/01/2024

  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.

  I was at the resort and they wouldnt give us towels. It was supposed to be a pool and a place to shower. We asked for the towels and the lifeguard said people were stealing them to go to the park so they werent bringing more out. I asked for the manager and he said they wouldnt give us towels. So my kids and I had to walk back to our bungalow wet. It was pretty chilly. I filed a complaint and have never been contacted. I called the service center multiple times and they say they send it over to the property. case number is ******* - ******* - ********** We paid $189 plus $61.68 tax for a total of $250.68. We stayed June 2-June 3, 2024. I would like a refund at this point because the business has been so cagey.

  Business Response

  Date: 12/03/2024

  Hello!
  
  Thank you for your interest in LEGOLAND Florida Resort, and for taking the time to let us know about your experience at our hotel.
   
  Please allow us to begin by extending our deepest apologies for any difficulties that you experienced during your visit. Our goal here at LEGOLAND Florida Resort is to provide lasting memories for our guests; the last thing we want is for those memories to be negative ones. 
  
  In pursuit of this goal, we will be forwarding your comments to members of our management team so they can properly research your experience. We truly appreciate you taking the time to bring these matters to our attention!
  
  Also, we had spoken with our **************** Team about this incident. They agreed in assisting you on a full refund on your Hotel reservation. 
  
  Again, we apologize for this bad experience caused during your visit.
  
  
  Kind regards, 
  
  Guest Communications
  LEGOLAND Florida Resort

• Initial Complaint

  Date:11/04/2024

  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.

  Stayed at Legoland Pirate Island resort 11/2-11/6 *********** I have ever stayed in. I have a laundry list of complaints. Our bathroom smelled like sewage, our sink had a slow leak, for 2 straight days we had no hot water unless multiple people showered first and after about an hour of the faucet running someone finally got around 10 minutes of hot water(was told by management having no hot water is normal and we just need to run the water for 20+ minutes -actually took an hour!! , the elevator was broken (which is a ton of fun when you have hundreds of guests stuck using just one elevator), we got sick from our first meal, for our second meal I had the pleasure of almost drinking out of a cracked and shatter glass (cutting my lip would have been icing on the cake of a crappy stay), our beverages and dessert tasted like chemicals, and the towels that we got had large holes in them.

  Business Response

  Date: 11/05/2024

  Good Afternoon,
  
  Thank you for contacting LEGOLAND Florida Resort.
  
  
  We have communicated with the ***************** The Hotel Manager informed us that they contacted you this afternoon about the incident and offered a refund for your room for Sunday 11/3/24 and Monday 11/4/24. There was also a previous offer of a $150 credit along with the removal all charges for previous nights.
  
  
  Kind regards, 
  
  Guest Communications
  
  LEGOLAND Florida Resort
   

• Initial Complaint

  Date:10/17/2024

  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.

  We went to Legoland on Wednesday, Oct. 16. It was such a disappointing experience!! The day started off with us getting a paper challenge scavenger **** that no one could tell us how to do. I asked 3 different employees how to do it and no one knew. The employees mostly all rolled their eyes at me when I asked them questions. Terrible terrible customer service. The place was like a ghost town. Nothing was open. We did a brick building event that made no sense. The instructions didnt even make sense to the parents, let alone the kids. It was weird. Then we make our way over to the coaster area, and the coaster was closed!! The one thing we were all looking forward to doing. Then the other coaster was closed too!! What a disappointment. Every ride we went to get on broke. *** broke. The basketball game we wanted to play to win a prize closed 2 hours before the park closed. The ninjago ride broke when we were in line for it. Didnt get to ride it. Our lasers didnt work on the ride shooting ride, all the points just stayed at 0. Most of the food vendors were closed. There was no live entertainment whatsoever. And the other main thing we wanted to do, the ski show, was closed!!!! The park seems run down and subpar. This place is not suitable for kids over 7 years old either. Their website claims its for 2-12, what a joke! There is nothing for older kids there, unless maybe the coasters which we did not get to experience!! Why should we have to pay full price for a park with 3/4 of the things closed, with no warning of that ahead of time?

  Business Response

  Date: 10/23/2024

  Dear ******,
  
  Once a confirmation number and a printable voucher have been generated the transaction is final and any tickets or passes are non-refundable, non-transferable, and not for resale. This policy is agreed to prior to completing your purchase. For more information on this policy, please refer to the terms and conditions listed on your printed tickets. Please accept our sincerest apologies for any trouble or inconvenience this may have caused. 
  
  However, we did offer you complimentary tickets to return until with an extension up until the end of 2026 and will be more than happy to honor that.
  
  Our policy can be found at: **********************************************************************************************************************
  
  Kind regards,
  
  Guest Communications Team
  LEGOLAND Florida Resort

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22437830
  
  I am rejecting this response because: you feel it is the right thing to do to charge people full price when 1/2 of the attractions arent open? With no prior acknowledgment that they arent open? I do not want tickets to come back, I do not live in Florida!!
  
  Sincerely,
  
  ****** Nail

  Business Response

  Date: 10/28/2024

  Dear ******,
  
  Thank you for your response.
  
  Please allow us to begin by extending our deepest apologies for any difficulties that you experienced during your visit.
  
  Unfortunately, per the terms and conditions of your tickets, there is no refund available. While no refund is available, this is a standing offer through the end of 2026 if you decide to return. 
  
  If you decide to visit with us again, please provide your new visit date at least 2-weeks in advance to ensure you are properly assisted in time for your trip. Please be advised that weekends in May, June, July, October, November, December and select holidays and peak times are blocked out and cannot be chosen for your return date.
  
  Please utilize the block-out calendar linked below to assist with choosing a return date: 
  
  2024: *****************************************************************************************************************
  
  2025: *********************************************************************************************************************************************************
  
  Temporary ride closures are also available to view on our website at:
  
  ****************************************************************************************************************
  
  Please let us know if you have any additional questions or concerns. Have a nice day!
  
  Kind regards,
  
  Guest Communications
  LEGOLAND Florida Resort
  
  

  Customer Answer

  Date: 11/02/2024

   
  Complaint: 22437830
  
  I am rejecting this response because:
  There is no chance of us returning to legoland before 2026. There was nothing listed on ride closures other than the 1 roller coaster that has been down for months. Even the guy that was running the basketball game said he was providing us with more entertainment than the park! I do not need a full refund, a partial is all I ask. 
  Sincerely,
  
  ****** Nail

  Business Response

  Date: 11/22/2024

  Dear ******,
  
  Thank you for your interest in LEGOLAND Florida Resort.
  
  As requested, we have processed a refund for order #*********. A refund of $339.19 has been applied to your **** ending in 7317. As processing times vary by the card company, please allow 5 - 7 days for this charge to show on your account.
  
  ************************************************************************************************************************************************************************************************************************************************************************
  
  Please let us know if there is anything more we can do to assist you and enjoy the rest of your day!
  
  Kind regards,
  
  Guest Communications
  LEGOLAND Florida Resort

  Customer Answer

  Date: 12/02/2024

   
  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,
  
  ****** Nail

• Initial Complaint

  Date:08/28/2024

  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.

  We booked our trip package to Legoland FL well in advance and our family is looking forward to it in Nov. but today I got an email that Nov mid to feb ************** is closed. I have flights and other booking that week so it is impossible for us to reschedule our trip. But if we paid full package for all the parks and one of them is planned to be closed due to maintenance we should be paid the refund for 1 park for all 4 tickets or the Rainy day policy should be applied for us to be allowed to come back within a year of the date of our visit. I called at the number provided and while I am still asking options he sent me an replacement confirmation email which when I asked that I didnt ask to change anything on my reservation during this discussion why I received an email with replacement, he told it is a system glitch at his end. I dropped the call after requesting for escalation but didnt receive any response in email.I feel as a customer I have every right to get a fair refund else I feel exploited by selling me tickets for park for the days park is closed.

  Business Response

  Date: 09/03/2024

  Hello!
  
  Thank you for your interest in LEGOLAND Florida Resort.
  
  Once a confirmation number and a printable voucher have been generated the transaction is final and any tickets or passes are non-refundable, non-transferable, and not for resale. This policy is agreed to prior to completing your purchase. For more information on this policy, please refer to the terms and conditions listed on your printed tickets. Please accept our sincerest apologies for any trouble or inconvenience this may have caused.
  
  Please let us know if you have any additional questions, and enjoy the rest of your day.
  
  Kind regards, 
  
  Guest Communications
  LEGOLAND Florida Resort

• Initial Complaint

  Date:08/08/2024

  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.

  My family booked a trip to Legoland Florida on 2/22/2024 and bought 4 fast track tickets for $99.99 each to use at the park on 8/2/2024. At the time, we were told that the tickets would be nonrefundable and we accepted those terms.When we arrived at the park, we found out that one roller coaster had been torn down *************** and that two of the three remaining roller coasters (Coastersaurus and Great Lego Race) were down for our entire trip. We had only bought the fast track tickets so we could ride on the roller coasters without waiting in the heat. When we went to pick up our fast track tickets on Friday August 2nd, the customer service representative told us that two of the three roller coasters were currently down and it was suppose to be bad weather that day, she then asked if we still wanted to pick up our fast track tickets since once we picked them up they would be nonrefundable. We asked if instead, we could get a refund.The customer service representative then called her manager to make sure that we would get a refund and she came back, told us she made a note in our account that she spoke to a manager and that if we emailed customer service we would get a full refund because of our circumstance.We have emailed customer service back and forth three times now and each time they have told us that the tickets are nonrefundable and they will not honor the refund promised to us by their own customer service representative.We paid for a service, and did not get to use the service based on information provided to us by Legoland's own representative. We were told that based on our situation they would honor a full refund, and now at a later date, they are taking it back and not providing a refund.

  Business Response

  Date: 08/14/2024

  Dear ******,
  
  Thank you for your interest in LEGOLAND Florida Resort.
  
  As requested, we have processed a refund for your Fastrack tickets purchased under order #*********. As processing times vary by the card company, please allow 5 - 7 days for this charge to show on your account.
  
  Please let us know if there is anything more we can do to assist you and enjoy the rest of your day!
  
  Kind regards,
  
  Guest Communications
  LEGOLAND Florida Resort

  Customer Answer

  Date: 08/21/2024

  Legoland reached out to me and has given a full refund for the four fast pass tickets. The issue has been resolved. Thank you so much for your help. 

  Customer Answer

  Date: 08/21/2024

   
  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.  Legoland reached out to me and has given a full refund for the four fast pass tickets. The issue has been resolved. Thank you so much for your help. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/03/2024

  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.

  I was charged twice when I purchased my order. I had previously looked at the cost of legoland tickets on another browser. T-Mobile had a discount so I used the code to buy my tickets. When I hit checked out it showed 4 tickets and 1 parking. After I put in my credit card number and submitted it I was charged for 8 tickets and 1 parking! There are only 4 of us comingI shouldnt have been charged twice for this, especially when it showed 5 items when I hit check out. I called a number immediately when it happened but they said they are tech support only and gave me a number to call, which she said they are open on Saturdays. The number provided says they are only open Monday-Friday. An email was sent as well with the details and an email was sent back the next morning stating While I recognize the importance of why you're requesting a refund, per our terms and conditions, tickets are non-refundable, non-transferrable. For further escalations, you would need to email into our ******************** team who can approve/deny refund requests as I do not have that authorization. They can be reached via email at *************************************** they unfortunately do not have a direct line. How do you not have a direct line??? I am suppose to wait for a 3rd ****** to respond now. This is an extra $594.92 that was charged!! This is not a small amount of money. We loved our time a legoland previously but this just isnt right at all. Ill have to contact my credit card company Monday regarding this as well. This money has to come back.

  Business Response

  Date: 08/07/2024

  Dear ********,
  
  Thank you for your interest in LEGOLAND Florida Resort.
  
  It appears that someone was already able to assist with your refund request, as we see that it has been updated in the system.
  
  Please let us know if there is anything more, we may assist you with and have a Bricktastic Day!
  
  Kind regards,
  
  Guest Communications
  LEGOLAND Florida Resort

• Initial Complaint

  Date:07/29/2024

  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.

  We paid for 3 nights in the resort hotel (6/27-6/30/2024). The room provided to us had extreme humidity. The humidity was so high we had trouble sleeping all three nights. I contacted the maintenance department. The person came to room and agreed the humidity was bad but stated there was nothing they could do about it and a manager would be in touch. No manager ever contacted me. Several days after checking out, I contacted the customer service several times with the same complaint. They said someone would get back to me to address the problem. As of today (7/29/2024), no one has got back to me.

  Business Response

  Date: 08/04/2024

  Hello, *****!
  
  Thank you for contacting LEGOLAND Florida Resort and for taking the time to let us know about your experience at our hotel.
  
  Please allow us to begin by extending our deepest apologies for any difficulties that you experienced during your visit. Our goal here at LEGOLAND Florida Resort is to provide lasting memories for our guests; the last thing we want is for those memories to be negative ones. 
  
  We would greatly appreciate any additional information you have to provide on your visit. What was the date and time of your visit? Do you have any receipts or photos from your visit to support your experience? Were you able to visit ************** or speak with a manager or supervisor? Would you be able to provide a copy of your hotel confirmation to assist with our research?
  
  Thank you so much for taking the opportunity to read this message through in its entirety! We strive to learn from all reviews, both good and bad; while we dislike the circumstances that led to your writing, we would like to thank you again for taking the time out of your day to share your experiences with us, and we look forward to your response.
   
  
  Kind regards,
  
  Guest Communications
  LEGOLAND Florida Resort

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22061085
  
  I am rejecting this response because you did not provide any resolution.  It is very strange for all the information that you have requested since Legoland is all electronic with very little customer service and interaction.  So you have all my information already.

  As you requested, we checked in 6/27/2024 approximately 7:00 pm and checked out 6/30/2024.  We stayed on the 2nd floor in a Lego Movie premium room.  Attached is the confirmation booking and a photo of my son in the hotel room.  From the moment we checked in there was very uncomfortable humidity.  The humid level was too high to sleep well for all three nights.  I talked to someone at the front desk and they said to use the "Wizard" feature to get maintenance.  I sent a text and a maintenance person showed up and admitted the humidity was too high but said there was nothing he could do about it.  As maintenance left, he said he would have management call me.  No one ever called me.

  After arriving home, I called Legoland resort to file a complaint.  A nice woman took down my information and said management would respond to me in a few days (case #********).  No one has ever called or emailed me to provide any resolution.

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

  Business Response

  Date: 08/13/2024

  Hi, 
  
  We have reached out to our **************** team and they attempted to call you yesterday (8/12/2024), they have notified us that they will be trying again today (8/13/2024). The number they are calling is **************.
  
  
  Kind Regards,
  
  Guest Communications
  LEGOLAND Florida Resort

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22061085
  
  I am rejecting this response because what you are stating is not true.

  I DID NOT receive any call yesterday (8/13) and I DID NOT receive any call today (8/14).

  I'm very concerned about the ethics that Legoland works to.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 09/24/2024

  Hello!
  
  Thank you for contacting LEGOLAND Florida Resort.
  
  Our Hotel Manager and Team has previously tried to contact you using the phone number provided at the time of your reservation. The Hotel Manager also left a voicemail requesting to callback once you have the opportunity. We understand your decision to decline our offer of a complimentary three-night stay at one of our hotels within 1 year due to airfare travel expenses, as you and your family do not reside in the state. As a result, we have subsequently agreed to refund the portion of your room booked payment which is $1979.04. We apologize for the inconvenience. 
  
  Kind regards,
  
  Guest Communications
  
  LEGOLAND Florida Resort

  
  

  Customer Answer

  Date: 10/06/2024

  As of this moment, I have still not seen any refund as I was promised (three weeks ago).

  Was you refund offer truthful?