ComplaintsforNatural Bridge Caverns Inc

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased caverns tickets from *** on *******************************. I was told the tickets used could be used any time before 1 Jan 23. There was no mention of restrictions and the tickets did not state any limitations that would prevent me from using them on 3 Dec. On 1 Dec at ****, I called the caverns location to make sure we were good to go to show up with the *** tickets on 3 Dec and the female representative I spoke to said we were good, but we would have to pay additional for the lights show and that we didn't need to make reservations. I brought my in-laws from NY and had plans laid out to come to the caverns and see the lights. We were denied entrance to the park and told that I could seek a refund for the tickets from *** - even though their own representative said we would be good to go and the tickets clearly state no refunds. Our evening plans were ruined and the business refused to work with us. I can't imagine this is congruent with company policy. We were completely thrown for a loop and treated very poorly by the staff. We would never have purchased the tickets if we couldn't use them without limitations. There were two opportunities for two different agencies to tell me the truth, but instead I was conned. I'm incredibly disappointed by the way I was manipulated, by the complete lack of the company's willingness to budge and find a solution, and by embarrassing us in front of everyone and making us feel incredibly unwelcomed.

  Business response

  12/15/2022

  ******************** was contacted immediately upon receipt of this complaint.  She and her family came back to the cavern on Sat Dec 10 for a visit to enjoy the event.  We believe she is satisfied with the response and compensation for her trouble.

   

  Customer response

  12/15/2022

  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,
  
  ******* Novus

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12-23-21 purchased tickets for a cavern caroling tour at 5:54pm as advertised there would be carolers in the caverns. We are a military family were told over the phone there would be a military discount on tickets purchased on site instead when we went there to purchase tickets in person we were not offered a discount and instead forced to pay for additional Christmas tickets for other events offered. ***** for 2 adult tickets and my 6 year old was charged ***** alone her entry ticket and cave tour. The issue I have is there was no carolers in the caves instead it was live music at different areas throughout the caves. At one point a tour guide was just singing. A safety issue was created because with small children we were forced to sit and listen to this terrible music which seemed like church volunteers who were singing not the professional carolers as was listed on the website. Sitting in caves there were no railing I witness a toddler almost fall to his death. His father caught him by the legs as he was falling head first over an embankment. The tour was oversold, unsafe and what was told to us would take an hour took 2 hours and we did not get out of the cave tour until 8pm at which point the place is closing and we discovered the Christmas events were all over at this time so my children did not get to do any of the Christmas events that we were charged for. We were given no information on what these tickets we were paying additionally for or what times the events were happening no handout no map nothing. There is no wifi or internet in the park so we could not look up any event times and staff did not know when or where the Christmas events were happening. We later found out that Santa was doing a storytime at 7pm and 8pm which with small children this is too late if we were given any information or choice as to what was offered we would have declined the Christmas tickets but were forced to pay this extra fee as well.

  Business response

  04/06/2022

  I have reached out to the guest directly via the email you received and am attempting to refund his $$ with a receipt.

   

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

  Natural Bridge Caverns

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