Liao D.
Yelp
July 5, 2025
Guest Services Department
Subject: Urgent Request for Assistance Regarding Lost Sentimental Item
Dear Management Team,
I hope this message finds you well. I am writing to formally express my deep disappointment and concern regarding a distressing experience that occurred during my visit to your water park on July 4, 2025.
As someone who has worked in the service industry for many years, I hold the utmost respect for service workers and rarely leave complaints or comments on social media. However, the events of yesterday compel me to speak out.
During my visit with my child, I chose to enjoy one of the three water slides. While entering the orange slide, my sunglasses--an irreplaceable gift from my late father--fell off in front of me. I immediately informed the first lifeguard on duty, who advised me that only a supervisor could assist. A short while later, a supervisor arrived and informed me that retrieval could not take place until after 6:00 PM when a diver would go down. She directed me to register the item at the Guest Service Center, which I did without hesitation.
I emphasized to another staff member how important these sunglasses were, both emotionally and practically, and asked for their help in watching for them. At the time, another guest had a similar issue and I explained the same process to her.
At around 2:00 PM, I encountered the same guest at another attraction. She mentioned that two pairs of sunglasses had been retrieved and that she had claimed one. I immediately returned to Guest Services to inquire again, but was told nothing had been found and asked to come back later.
Due to the importance of this item, I canceled a private flight scheduled for 4:30 PM and extended my stay. I returned around 5:50 PM and waited until 6:40 PM, but my sunglasses were still not returned. While a female manager acknowledged my concerns, and another male supervisor was sincerely helpful, the sunglasses were still missing.
Out of urgency and hope, I increased the reward from $1,000 to $10,000 in gift card value. Today, I have called your facility over 250 times between 11:00 AM and 2:00 PM, with no answer. This prolonged silence and lack of follow-up have added to my frustration and sadness.
I do not wish to accuse any staff member of wrongdoing. I know how hard your team works. But the possibility that such a personally meaningful item may have been recovered but not returned deeply saddens me.
I respectfully request that you conduct a thorough internal review of this matter. I am still hopeful--however faint that hope may be--that this item might be returned. If it is found, or if any information becomes available, I kindly ask that I be contacted immediately at the number or email listed above.
Thank you for your attention to this matter.