Complaints

This profile includes complaints for Kings Island's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kings Island

  6300 Kings Island Drive Kings Island, OH 45034

• 

  Kings Island

  PO Box 901 Kings Mills, OH 45034-0901

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:10/12/2024

  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.

  while exiting the delirium ride at about 9:20pm on 10-12-24 a security guard named micheal approached me and my wife of sexually assaulting teenage girls while in line. he then did not even listen to my side of the story and then when i asked him more questions about the report he walked away without even acknowledging this very serious and FALSE accusation with a response. after this interaction i attempted to talk to a security supervisor to which nothing was done and no information was taken from my side again after that i went to guest services to talk to the head of security for the night who’s name was rapien he was also very dismissive of the interaction and did not seem to care at all about the things that had just happened to my family he took our information but realistically did not seem like anything would be done about the situation whatsoever which is very disheartening considering i have been coming to this park several times a year for 15 years but will NEVER be back here or any cedar fair parks again.

  Business Response

  Date: 10/13/2024

  
  We apologize for your experience during your visit. Your request to be contacted by the park has been forwarded to our Security Team. 

  Respectfully,

  Kings Island

• Initial Complaint

  Date:09/01/2024

  Type:Facilities Issues
  Status:

  UnresolvedMore 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 disappointment regarding an issue we encountered during our recent visit to Kings Island. On [specific date], my family and I planned a trip to your park based on the operating hours listed on Google. Unfortunately, the hours on Google were incorrect, leading us to arrive when the park was closed. This discrepancy significantly impacted our plans and ruined what was meant to be a special day for our family. We had arranged our visit around the information provided online, and the incorrect hours led to an avoidable and frustrating experience. I kindly request some form of recompense for the inconvenience caused. Whether through complimentary tickets, a refund, or another form of compensation, it would be greatly appreciated and would help restore our confidence in visiting Kings Island in the future. Thank you for your attention to this matter. I look forward to your response.

  Business Response

  Date: 09/02/2024

  We are sorry to hear that you made plans based on the information provided by Google. Google utilizes a variety of systems to provide information to the marketplace such as AI. Sadly, Google cannot always be trusted. Please visit our website **************** for our park operating hours and calendar. Our hours and calendar have been posted and live since early February and the only changes made by the park have been the addition of days.

  Respectfully,

  Kings Island

  Customer Answer

  Date: 09/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  There was no attempt of resolution nor any ownership for lack of communication with google business by kinds island which most people use to determine business hours of operations. 
  Regards,
  
  ******** ******
  

• Initial Complaint

  Date:08/20/2024

  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 purchased a Free Refills for the 2024 season on April 27, 2024 at ** **** pizza by the main entrance. The female employee scanned my membership and then I purchased it. Yesterday we decided to go to Kings Island and didnt realize we forgot our cup until we weew halfway there. We live over an hour away. We told the employee at a restaurant in the water park area. He said its okay, hell scan my pass and itll come up and he can give me a disposable cup. Well it didnt come up and showed I never purchased one. Guess relations was no help. So I was forced to purchase a day all you can drink. Im upset with this and would like a refund. To prove I have a 2024 Free Refill, the number is ********. I want a refund for the daily one I purchased. I contacted Kings Island and they sent me an automotive response that had nothing to do with my issue.

  Business Response

  Date: 08/23/2024

  We apologize for any confusion that may have occured at the Food and Beverage location.  A team member will be contacting you in the next 48 hours to discuss your concern and answer any questions you may have.

  As stated on the Kings Island FAQ's page:

  If I forget my All Season Souvenir Bottle, can I use my Season Pass card to get beverages for the day?
  The All Season Souvenir Bottle and Season Pass Drink Plan are two separate programs. You will not be able to use your Season Pass card if you forget your bottle. 

  Respectfully,
  

  Kings Island

• Initial Complaint

  Date:08/17/2024

  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 bought a 2024 Gold Season Pass to Kings Island in 2023. Because I bought it early I got complimentary visits during Halloween and Winterfest. I visited the park 3 times in 2023 during Halloween and Winterfest which were complimentary. In 2024 before the parked open I got cancer specifically Leukemia. I spent the whole month of May in the hospital getting diagnosed and treated. My documentation I'm sending you is a copy of the notes the doctor made regarding the fact I have AML a type of Leukemia. I've been in the hospital every month getting treatments. My doctor has told me under NO circumstances I should be exposed to crowds or lots of people. Therefore I can not attend Kings Island (KI) this year, 2024, which I bought the KI pass for. I have not attended KI at all this year. However KI refuses to exchange my pass for next season or give me a refund. All because I took advantage of their complimentary visits in 2023 for a total of 3 times. They, themselves, say that these visits are complimentary but they still will not either give me a refund or exchange for next season. They didn't even ask for proof that I have cancer. They just said no.

  Business Response

  Date: 08/19/2024

  We are sorry to hear about your diagnosis and wish you the best, and have asked that one of our Guest Services Team members contact you to discuss your season pass.

  Respectfully,

  Kings Island

• Initial Complaint

  Date:07/22/2024

  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.

  My God Daughter, ***** *****, who is a 15 yr old African-American female presented to Kings Island Amusement Park on Saturday July 20, 2024 accompanied by her mother ***** ***** and nine other guests(1adult/2 children/6 young adults age 16 yrs). Her mother purchased ***** a $39.99 admission ticket plus the Premium All Day Dining pass at $49.08. During her visit at the park, ***** was approached by security after 2pm and after a discussion about “abuse of band” without her parent being present was handed a citation and escorted from the park. After talking to King’s Island Security manager via phone today, he informed me that ***** was ejected from the park due to theft of food totaling over $100 but provided no evidence of such theft or any further details of the situation and referred me to King’s Island website to review their Code of Conduct policy. After reviewing the Code of Conduct policy, it appears that King’s Island Security was in violation of their own policy regarding a “15 yr old or younger being accompanied by an adult at least 21 yrs of age after 2pm on a Saturday” and security should have waited for her parent to arrive before escorting her out of the park which posed severe safety risks of a minor. Also, ***** had an premium all day food pass so why was she accused of theft. The Premium All Day Food pass does not list terms regarding sharing of the pass at time of purchase therefore I do not understand the violation that was presented to her. Per the facts, this appears to be a misunderstanding of the premium all day food pass policy and should not have escalated to ***** being ejected from the park. My interest in this situation is that I funded my God Daugher’s admission and meal tickets for her visit on the day of this incident and try to get this matter resolved today via phone with the King’s Island Security Manager with no success.

  Business Response

  Date: 07/24/2024

  Dear **** *****

  The Security Manager has been in contact about the revoked pass and park policies and procedures.  This is the only team member who can review or discuss your case further.  We are unable to offer a refund for these items.

  Respectfully,

  Kings Island

  Customer Answer

  Date: 07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** ****
  

• Initial Complaint

  Date:07/03/2024

  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.

  Per Kings Island rules, thong bathing suits are not permitted to be worn in the park. However, it seems that nobody is enforcing this rule. I have already contacted customer service and spoken with the supervisor Who assured me that the issue would be addressed. I have visited the park several times since then and continue to see butt cheeks hanging out with thong bathing suits on. There is not enough security in soak city to address the issue. There really needs to be a team of security that is specifically on bathing suit patrol. It seems that this is the only way this issue is ever going to get resolved. I bring my children here. This is a family park and they should not have to witness this disgusting view Especially when it is stated in the rules that it’s not allowed. When coming to soak city, I am under the impression that my children will not be exposed to nudity however, they are every single time because Kings Island is not upholding their rules. I don’t understand why these guests aren’t thrown out of the park for not following the rules. Something needs to be done immediately about this issue. It has been going on for way too long and nobody does a thing about it. I noticed it last year, but never said anything and it’s continuing to happen this year and I’ve had enough of it.

  Business Response

  Date: 07/05/2024

  Dear *******

  We will have a member of our leadership team contact you to discuss your concern.

  Respectfully,

  Kings Island

• Initial Complaint

  Date:06/29/2024

  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.

  My son and I went to Kings Island around 5pm tonight. After being held up at the entry and sent in to customer service (over 40 minutes total) they told me my Gold Pass was only for parking and they would fix the glitch. Then I was told someone used my pass that wasn't me and it was revoked. Around 5pm on 6/29/24 my son and I tried to enter the park as we normally would. We were stopped at the entry gate, sent to customer service and told it was coming up that we only had parking - it was a glitch and they can fix it. We waited over 40 minutes and went through 3 different employees. The third one, Caleb said my pass had been revoked and someone used it as me in December. I was not notified about my pass ever being revoked or that someone used my information. The pass was on a payment plan originally, then I paid it in full a few months ago. Apparently, I continued to pay for the remaining amount after the pass was revoked. This is about as shady as it gets! Below is my receipt. I drove 30 minutes there and back tonight, wasted my time and had our evening ruined. This is completely unacceptable, and I am looking for a full refund.

  Business Response

  Date: 07/04/2024

  It does look like our team has been in contact with you recently and has been discussing your concerns.  If you need any further assistance the Guest Services Team at Kings Island would be happy to assist you further.

  Respectfully,

  Kings Island

  Customer Answer

  Date: 07/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. I am not interested in going to the park again.  I want a refund for the pass and will not return.
  
  Regards,
  
  ***** ****************
  

• Initial Complaint

  Date:06/22/2024

  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.

  ON JUNE 19 2024 BETWEEN 8:00PM-8:20PM. I WAS KINGS ISLAND IN MASON OHIO AND I AM A DISABLED BLACK WOMAN RIDING ON MY PERSONAL ELECTRIC SCOOTER WITH MY SON WHO WAS ON MY LAP ON YOUR WAY TO THE FOOD STAND BY THE BANSHEE RIDE WHEN I WAS STOPPED AND HARRASSED BY A TALL WHITE MALE BALD HEAD CLEAN FACE KINGS ISLAND SECURITY GUARD BECAUSE MY SON WAS SITTING ON MY LAP WHILE I WAS OPERATING MY SCOOTER. I ADVISED THE GUARD THAT THE SCOOTER WAS MY PERSONAL PROPERTY AND MY SON IS MY RESPONSIBILITY AND THE GUARD CONTINUED TO HARRASS ME BY TELLING ME "THAT DOESNT MATTER THERE IS A KINGS ISLAND POLICY ABOUT USE OF THE PARKS SCOOTERS AND GUESTS PERSONAL SCOOTERS WHILE AT THE PARK AND DEMANDED THAT I GO TO GUEST SERVICES TO SEE THE POLICY IN WRITING. WE PROCEEDED TO GUEST SERVICES WHERE 3 MORE SECURITY GUARDS AND 2 FEMALE MANAGERS OF GUEST RELATIONS ONE WOMAN BY THE NAME OF DEVIN, SAID THEY DONT KNOW WHY THAT GUARD TOLD ME THAT THERE WAS A GUEST PERSONAL ELECTRIC SCOOTER POLICY WHEN KINGS ISLAND DOESN'T HAVE ONE, ALL THEY HAVE IS CODE OF CONDUCT RULES, AS IT RELATED TO GUESTS SAFTEY AT ALL TIMES WHILE AT KINGS ISLAND BUT NOTHING SPECIFIC ABOUT CHILDREN NOT SITTING ON THE LAP OF A DISABLED PARENTS LAP WHILE OPERATING THEIR PERSONAL SCOOTER. THEIR IS ONLY RULES WHEN IT COMES TO RENTING AND THE USE OF KINGS ISLAND ELECTRIC SCOOTERS. DEVIN ADVISED THAT IF SOMETHING HAPPENS TO MY SON WHEN HES SITTING ON MY LAP WHILE I OPERATE MY PERSONAL SCOOTER KINGS ISLAND IS NOT RESPONSIBLE. I AGREED WITH DEVIN. I DONT APPRECIATE THE KINGS ISLAND GUARD HARRASING ME A DISABLED PERSON WHEN THERE IS NO SUCH POLICY ALSO AT THE SAME TIME THE SECURITY GUARDS WERE HARRASING ME A 38 YEAR OLD GUEST GOT HIT IN HIS HEAD BY BANSHEE ROLLERCOASTER AFTER HE WAS ABLE TO JUMP THE FENCE IN A RESTRICTED AREA UNSUPERVISED TO RETRIEVE HIS KEYS. IF THAT SECURITY GUARD AND THE OTHERS WERENT BUSY HARRASING ME OVER MY SCOOTER MAYBE THE WOULD HAVE BEEN ABLE TO PREVENT A SEVERE HEAD INJURY FROM HAPPING TO THAT GUEST.

  Business Response

  Date: 06/23/2024

  We will ensure that our Security team contact you to discuss your concern.

  Respectfully,

  Kings Island

  Customer Answer

  Date: 06/23/2024

  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. 
  Because I have already spoken to the Manager Of The Security team.

  
  Regards,
  
  ***** ******
  

• Initial Complaint

  Date:05/31/2024

  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 purchased the prestige pass on September 2,2023. The perks listed was that a fast lane was one the perks of the prestige pass. I went to opening day of Kings island on April 20 where I redeemed the fast lane perk was initially I was incentivized to buy with the site using the same verbiage as the All-season fast lane. I was able to use the fast lane as normal until today May 31 where I came to redeem for fast lane that was advertised with the pass. I was told 3 different versions when I asked employees about the fast lane with one being that I didn't need a wristband and to just use my pass to use fast lane on a single ride once per day, another saying that my pass let me fast lane on all the rides with no restriction, another saying that I did indeed need a wristband for the machine to work. At this point I head to customer service to receive clarification on the 3 different version I heard and was informed that "perk" was a single use per visit. The lady manager said the website states the pass comes with a single use fast lane. If you go to fast lane on their website, it states its a wristband that allow you to skip lines on select rides, valid on date selected. It was advertised as being similar if not the same as the all season fast lane, in which I thought meant I got a single wristband once per visit incredibly misleading. I would like a full refund or at least a partial refund of the difference of the prestige pass and the gold pass. I am concerned that others might have also purchased this prestige pass with the thinking the fast lane came with it.

  Business Response

  Date: 06/02/2024

  Dear *** *****,

  I apologize if there was any confusion when your passes were purchased or when speaking to associates at the park. The Prestige Pass purchased on your order comes with "1 Single-Use" Fast Lane Per Visit as stated on our website under the Prestige pass benefits.

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

  There is also a description of the perk and how it works on our FAQ's page, ****************, I have added a few of the FAQ's below.

  "What is the difference between Fast Lane and Single Use Fast Lane?"
  
  Fast Lane is an all day product that allows you to utilize the Fast Lane on multiple attractions throughout the park. Single Use Fast Lane is specific to one particular attraction for one ride and is date-specific. Single Use Fast Lane is valid only for one admission to the Fast Lane on the specific attraction for which the product was purchased.

  "What if I have a Pass Perk or a Prestige Pass?"
  
  To get to the fun faster, Pass Perks and Prestige Pass one-time Fast Lanes no longer require visiting another location to obtain the entitlement. Your Pass Perk or Prestige Pass one-time Fast Lane can be scanned directly from your Kings Island mobile app, e-ticket or Season Pass at the merge point of eligible attractions.

  I am sorry Admission tickets and Season Passes are non-refundable and non-exchangeable for any reason after the order transaction is complete through any transaction channel.

  Respectfully,

  Kings Island

  Customer Answer

  Date: 06/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. The FAQ with the explanation of the specific differences were not explicitly listed and vague. The prestige pass would not have been an option to consider for my family without the "fastlane perk". The pass that would've been purchased instead would have been the gold pass, which is less expensive but would have done the add-ons instead. The "perks" that you get from a pass like this should be clearly labeled and ready to go before it hits a company's website to sell a product/service. If the company can timestamp when the FAQ question added to the site before date of purchase which was September 2, 2024. I am willing to accept it as a loss.

  
  Regards,
  
  ****** *****
  

• Initial Complaint

  Date:05/16/2024

  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.

  Called tickets sales and asked about season pass perks. Was informed prestige pass came with fast lane as one of it’s perks. Fast forward a couple days- Purchased season passes online on May 12 at 8:18 am. Arrived at the park at 10:15 am. Went up to ticket sales to validate passes, asked for the fast pass that came with the prestige and was told to enter the park and turn to the left to pick up wrist band. Got up to counter and was told the fast lane had to be scanned on phone. Went and rode first ride no issue. Second ride the pass wouldn’t scan but the employee let my daughter on anyways. Third ride she was told it had already been used and wasn’t valid anymore. Went bank to the fast lane counter and was informed that the prestige did not come with fast lane. I was told I could purchase for an additional $85. I explained to the lady that’s what I was told and she suggested I go to the counter or call customer service. I called customer service immediately, time was now about 12:15. Was told a manager could help me, but they would call back. Manager called me back an hour later and stated he didn’t see my phone number in system so I that means I never called. He said he would not assist and that it was non refundable/ changeable. He said the website states the pass comes with a single use fast lane. If you go to fast lane on their website, it states its a wristband that allow you to skip lines on select rides, valid on date selected. If the fast lane that comes with the pass is only good for one ride, don’t call it the same thing. It’s confusing! I thought single use meant one visit. Not one ride! I emailed customer service on 5/15 hoping to get some assistance with correcting the pass. If the prestige doesn’t come with fast lane, the other perks don’t make it worth the extra $200 I paid to upgrade. I would like a full or partial refund of the difference between the two passes. I tried contacting them immediately once I realized the mistake!

  Business Response

  Date: 05/17/2024

  I hope our Guest Service Team was able to assist you today with your request.

  Respectfully,

  Kings Island Guest Service

  Customer Answer

  Date: 05/21/2024

  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. 
  
  Regards,
  
  ******** ******