ComplaintsforCedar Point

• Initial Complaint

  07/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In October of 2023, I received a postcard from Cedar Point that if I renewed my season pass that I would be able to bring someone for free before October 31st. I renewed the pass on October 15th then took my daughter to Cedar Point and was not given the free pass and had to pay for her admission. I was told that I would be granted a ticket for her during the 2024 season after I spoke on the issue to customer service. During the 2024 season, Cedar Point still has not granted a free ticket for this issue nor reimbursed me. I spoke with Customer Service in June and was told no and asked to speak to a manager. No one has called me back since. I want the free ticket.

  Business response

  08/06/2024

  A member of our Guest Experience team requested additional information from this Guest on 7/31/24, We invite the Guest to reply via email or call the number provided so that we can assist further.

  Customer response

  08/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  07/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On December 22, 2023, I purchased a season pass for my wife ******* *****, my daughter ****** ****** and the gold meal plan add on to *******’s pass. When they went to the park a few weeks ago the meal plan was not added to the pass so they ended up paying close to $40 for food. I sent her the receipt to take to guest services to get them to add to meal plan and she was mistreated and discriminated against. I wrote to guest services and was given the runaround and the worst service by both ****** ******* and ***** ****. All I asked is for my wife to receive what we paid for and in return we received racial profiling and negative service.

  Business response

  07/27/2024

  This Guest was previously assisted by Management at Kings Dominion. The attached email receipt has been manipulated and is not authentic. The hyperlink clearly directs to the Guest's 2022 Dining Plan order. This Guest has not purchased a 2024 Dining Plan.

  Customer response

  07/29/2024

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

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  7/2024 I paid approximately $1100-$1200 which would include parking, park admissions for 4 guests and 4 speed plus pass. One of the four guests had an altercation with rude staffing personnel and was unfortunately ejected despite the staff people being at fault. The staff were not held accountable for their actions. The steel vengeance in combination with several main attractions were down for several intervals throughout the day. At the time of visit at the park we were informed via guest services that we would be refunded in entirety. Instead rather than any form of compensation or refund just escalated emails with denials and no real justification. I am requesting the full refund for the purchased speed passes secondary to alot of main attractions being out of service and the unfortunate event of having to exit the park well before hours of close. Im requesting a minimum of $720 be refunded to my account as previously agreed during visit.

  Business response

  07/30/2024

  This Guest was previously contacted by a member of the Management Team. Members of their party violated our Guest Code of Conduct and were ejected from the park. Guest safety and comfort are our top priorities; therefore, we do not make exceptions to our refund policy when Guests break park rules.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  So we checked into the the castaway bay resort in sandusky ohio on July 9 when checked in we received a room that smelled like paint do to them paining in the hallway. The smell of the paint instantly gave everyone a head ache. Called the front desk and was given another room. The room that we where given was ok till we where not able to take showers do to the mold in the shower and in the wall base at that point we just kept the door closed to the bathroom. We planned a family vacation that we where told they offered day passes for the water park and then was told they don't it didn't seem like anyone there was on the same page about anything the trip turned into more of a stress the anyone having fun with waiting for another room and not using the bathroom because of the mold.

  Business response

  08/01/2024

  A member of the Castaway Bay Management Team has called and left voicemails for this Guest. We invite the Guest to reach back out so that we can assist further. Guests can reach us directly by visiting the "Contact Us" page of our website.

  Customer response

  08/02/2024

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

• Initial Complaint

  07/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased premium all day dining for $50.08 under ************************* pass. It says a meal + side OR snack every 90 minutes at participating locations. After using it for one meal, I attempted (over 90 minutes later) to use it to purchase a snack (funnel cake) at a participating location and was told a funnel cake is not a snack - only soft serve is a snack. It is not listed ANYWHERE at the location what is and isn't a snack. I called customer service - I spoke to one person and a supervisor (****) who could not tell me what snack were included. **** confidently told me ALL of that info was available online but when I went to the stated location it was not listed what was considered a snack. **** told me 2 other supervisors were looking into it (so apparently the info isn't that easy to find on the site) and then stated that I should have been able to use it for a funnel cake at Beaches and Cream. I told her I thought even she didn't know the right answer because obviously I couldn't use it for funnel cake when I was there. I again told her that they said I could only use it for soft serve. She even told me she couldn't see where I attempted to use the pass. I stated that she wouldn't see an attempt because the park staff wouldn't use the plan for the funnel cake. THEN she claimed what she'd actually told me was that I could have used it for soft serve which was a flat out lie. 25 minutes and $50 wasted. If it takes that many people who work there to figure out what is a snack, how is a customer supposed to know. It's taking advantage of people with kids, waiting in long lines who will just pay again.

  Business response

  07/16/2024

  This guest was contacted and assisted by a member of our Guest Experience Team. For information on participating locations and menu items, guests can download our Dining Plan Guide from the Dining page of our website.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had an artist draw my husband and I pic on his bday it was awful. ***** services agreed. When we filed a complaint in guest service ***** and ***** found it to be a joke because we wanted compensation and they lied about compensating our money after speaking with their supervisor who told them we were getting a reimbursement. They wrote his name down on a card and handed it to me. Three weeks later after being told we would receive a refund there was no refund. Spoke with another young lady who said they cant do refunds only they could and that she would help. On my husbands bday we stood at guest service for over an hour. Also earlier that day a family member gave us four fast pass tickets and we were treated as if we were scammers they pushed us to the back made us wait and then called higher authority. When they found out 30 minutes later that they were legit we were finally able to ride ofc we were waiting and very embarrassed. No apologies were given. This was not a good experience on my husbands bday. We would like some compensation as we will be returning for a better experience next week to make up for his bday. Maybe some fast pass. I have more names and details when I am contacted ,it is so much to write . I have supervisors name and other info. Pics of our fast pass ticket . Again how we treated and lied to was unacceptable. I am a season pass holder and this isnt cool. I can be reached **********.

  Business response

  07/03/2024

  Our third-party art vendor has been in contact with this guest regarding her drawing. A member of our Guest Experience Team has reached out to this guest requesting additional information about her Fast Lane experience.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  9/1 I visit the park had issue going in payment failed. Had to go to the customer office made the 3 last payments total of $105. Went in the park saw a promotion half price for season 2024. Went back to the office and got them $97.20 I paid. Went 6/24/24 on my anniversary and had a problem go in to the office and they claim I didn’t pay that. The $105 was in the system but my $97.20 paid with contact less Apple Card is not there. I email them 6/25 no answer called 6/29 and they keep saying the same story. They scam me that money why would I have a receipt on my Apple Card if I didn’t pay them? The want the actual receipt barcode I don’t have it but I do have my card statement. Don’t want no pass they to me are scammers want my money back. Would not give them not even a cent! They ruined my 41st anniversary

  Business response

  07/13/2024

  This guest was previously assisted by a member of our Guest Experience Team. Last fall, the guest upgraded their 2023 Summer Passes to 2023 Gold Passes for a total of $97.20. Had the guest renewed their passes to 2024 Gold Passes, the total charge would have been higher. The in-park advertisements for $49 upgrades were for single day ticket upgrades, not Season Pass renewals.

  We confirmed with this guest that they were charged correctly and made a goodwill offer for the misunderstanding.

  Customer response

  07/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  They can keep saying it was a darn upgrade AGAIN why would I upgrade the moth of September???? When I go just 3 times at most 4? Why would I go the day of my anniversary thinking I had a The 2024 season pass to be told I didn’t have it. Not even a sorry can we offer you something he was rude and a recorder kept telling me the same thing over and over. Like by repeating it would change my mind! The had a false advertisement and I wish would known would give them not one more penny! I DID NOT UPGRADE A ALMOST SEADON OVER PASS THEY KEEP SAYING THAT. Common sense who would upgrade on a almost season over when I wasn’t even ever going to buy not visit them ever again. None of my family is. I want the money back because I thought it was season 2024. False advertisement when I went there the payment wasn’t showing now the do have it! Liars give my money back!
  Sincerely,
  
  ********* *******

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to cedar point shores was sold tickets at ticket window But all rides were shut down They.sold us tickets to a shutdown water park.

  Customer response

  06/28/2024

  Cedar point shores

  Sandusky ohio

   

  Business response

  07/04/2024

  This guest was contacted and assisted by a member of our Guest Experience Team.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My son had a bed bug crawl on him in the middle night. Castaway Bat refused to pay for our suitcases that we had to throw away and for Sanitization of my husbands CPAp machine which was recommended after being in a room with bedbugs

  Business response

  06/29/2024

  We apologize for the inconvenience experienced by this guest. Immediately after the concern was brought to our attention, the guest was assisted by a member of our Castaway Bay management team. In addition to fully compensating their reservation, the family was moved to another room, provided an additional second room, their belongings were laundered, and their luggage was inspected. No evidence of pests were detected. Their original room was inspected by our maintenance team, and all standard preventative measures were taken.

  Customer response

  07/01/2024

  
  Complaint: ********
  
  I am rejecting this response beacuse it is unacceptable. The maintenance even confirmed that it was a bed bug so I am unsure how now you can say no evidence was found. I have a photo of the bed bug found in the room. I was moved at 1 am in the morning after arguing with the manager on staff. Originally she wanted us to wait until morning. We were moved to one room. my small children & I  had to leave early because of the issues. My daughter was afraid to go to sleep thinking she would wake with another bug in the bed. So 3 of us left Saturday morning. The other 2 were unable because of a baseball tournament. Our luggage was thrown away. It is ridiculous to pay the amount of money we paid and have bed bugs and then end up losing even more money because we had to throw away luggage. The maintenance man even suggested that we bought a bug online to bring to the hotel to get the stay for free. 

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

• Initial Complaint

  05/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  You know. We were members a few years back and I swore I wouldnt do it again. Well color me stupid!!! We planned a 7 day trip hitting ************ and then to cedar point before a trip to ************ for a non cedar *********. ************? Spectacular as always. So not only do we spend our hard earned money for two prestige passes for all parks, we get there today and see thousands of kids getting off of busses so we go get fast lane plus. 260 bucks and one all day dinning another 30 plus. So far so good. We go get a ride in maverick. Fast lane paid off there. Then off steel vengeance. We get in line then boom!!! down she goes. So for an hour we dealt with waiting before they finally called it. Then we get people taking cuts. So we go get an employee and she removes them not from the park which is the rule, but back to her old spot. In that process my wife got called all kinds kf names by this little bratty school girl. Nobody did anything about that either. So we get out of line and go to maverick again as it appears its the only ride running with any sort of consistency. Easy easy, all done. We go to millenium force. Its finally open. Get that ride in. At this point were 3plus hours in to our day so we go get food. You know, 3 rides in almost 4 hours is very exhausting. So we eat and went to ******* which was finally open. After that we see steel vengeance running with people so we run over there. Get our locker and go show our precious fast lane plus passes. Nope sorry. Were closed. At this point we went and let ****** beat us up and left since the rest of the rides were closing due to inclement weather coming in. Which we still havent seen. Whats freaking waste of 300 bucks plus the prestige pass. Every time we come its something at this friggin park. Id get a refund on my passes and everything else if I could. After the last time we had passes and experienced the same nonsense I figured itd be better. Friggin horrible

  Business response

  06/18/2024

  This Guest has been contacted by a member of the Guest Experience Team.

*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. ↩