Анастасия С
Google
The ticket price is 1,800 per person; there were four of us. The slides and technical side of the water park are good, but unfortunately the overall experience was completely ruined by the staff’s attitude and the lack of customer-oriented service.
The incident happened at the artificial surfing wave attraction between approximately 5:00 and 5:30 PM. After filling out a form, guests are required to wait in line while sitting on a wet surface along the edge. The line was long, and the waiting time was around 30 minutes.
Understanding that active surfing was ahead and considering the long wait while sitting in wet clothing, I decided to use the restroom in advance. I calmly informed my friends and went to the restroom. This is a basic physiological need, especially in a water park.
When I returned, my friends had moved forward by about five people. However, the attraction staff member refused to let me return to my place, referring to a banner about “place holding.” At the same time, the banner does not state anywhere that leaving the line to use the restroom is prohibited or results in losing your place. Moreover, the banner explicitly says that enforcement is at the discretion of the staff, yet no reasonable discretion was applied in this situation.
In practice, I was given only two options:
either sit for 30 minutes in a wet swimsuit and endure it,
or lose my place in line and the paid opportunity to use the attraction.
From a service and hygiene standpoint, this position is absurd for a water park.
I tried to calmly explain the situation. A team leader (Night) was called, but instead of attempting to clarify the situation or check the cameras, I was accused of “having my friends hold my place while I was riding.” This was not true. The water park has cameras, and they can easily confirm that I went to the restroom and did not use the attraction during that time.
The only “solution” offered was for me to go to the end of the line. No alternatives, no attempt at de-escalation, and no effort to understand the context were made.
I would also like to draw management’s attention to the behavior of the staff member responsible for the attraction and instructions. When I asked for her name so I could include it in a complaint, she refused to identify herself and walked away from the interaction. I have a video of this moment. This behavior is unacceptable in a place where staff are responsible for guest safety.
I want to emphasize that this was not a case of rudeness, but of a complete lack of customer focus and flexibility. I have never encountered such treatment before. As a result, the experience was ruined not only for me, but for all four guests in our group.
The water park may have good attractions, but without respectful and reasonable staff interaction, that loses its value. I sincerely hope that management reviews this situation, checks staff actions, and reconsiders the approach to guest relations.