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A long time FAITHFUL customer, may be lost due to horrible experience today
圣地亚哥海洋世界的点评
点评：As a Platinum Pass holder for more than four years, I was extremely disappointed by our experience at SeaWorld San Diego on June 11, 2026, around 5:14 PM at the Tidepool Twist ride.
A parent attempted to ride with two children who met the posted requirements. The signage clearly states that guests under 42 inches must be accompanied and able to walk to the ride. The additional safety information similarly states that guests under 42 inches must be accompanied by a supervising companion age 14 or older. Nowhere on the posted rules does it state that each child must have their own accompanying adult.
Despite this, Employee "A" denied access and insisted that two children required two adults. When questioned about where this rule was posted, Employee "A" called over a manager ("M"), who arrived carrying a broom and dustpan and explained that this was SeaWorld's policy, even though it was not reflected on any of the posted signage.
The result was two disappointed children and a very frustrated customer. If SeaWorld has a policy requiring one adult per child on this attraction, it should be clearly posted so families can make informed decisions before waiting in line. Enforcing unwritten rules after guests reach the front of the queue creates confusion and frustration.
To make matters worse, when I attempted to speak with a manager at Guest Services regarding the issue, I was told no manager was available and that I would need to contact SeaWorld by email. After being denied the ride based on a policy that wasn't posted, the inability to speak with management only added to the negative experience.
SeaWorld should ensure that attraction policies are clearly communicated, consistently posted, and that guests have access to management when concerns arise. Unfortunately, this interaction fell far short of the customer service I have come to expect as a long-time Platinum Pass holder.
A parent attempted to ride with two children who met the posted requirements. The signage clearly states that guests under 42 inches must be accompanied and able to walk to the ride. The additional safety information similarly states that guests under 42 inches must be accompanied by a supervising companion age 14 or older. Nowhere on the posted rules does it state that each child must have their own accompanying adult.
Despite this, Employee "A" denied access and insisted that two children required two adults. When questioned about where this rule was posted, Employee "A" called over a manager ("M"), who arrived carrying a broom and dustpan and explained that this was SeaWorld's policy, even though it was not reflected on any of the posted signage.
The result was two disappointed children and a very frustrated customer. If SeaWorld has a policy requiring one adult per child on this attraction, it should be clearly posted so families can make informed decisions before waiting in line. Enforcing unwritten rules after guests reach the front of the queue creates confusion and frustration.
To make matters worse, when I attempted to speak with a manager at Guest Services regarding the issue, I was told no manager was available and that I would need to contact SeaWorld by email. After being denied the ride based on a policy that wasn't posted, the inability to speak with management only added to the negative experience.
SeaWorld should ensure that attraction policies are clearly communicated, consistently posted, and that guests have access to management when concerns arise. Unfortunately, this interaction fell far short of the customer service I have come to expect as a long-time Platinum Pass holder.
翻译：作为一名持有白金年卡超过四年的会员，我对2026年6月11日下午5点14分左右在圣地亚哥海洋世界体验“潮汐漩涡”（Tidepool Twist）游乐设施的经历感到非常失望。
一位家长带着两个符合规定要求的孩子试图乘坐该游乐设施。告示牌上清楚地写着，身高低于42英寸（约107厘米）的儿童必须由成人陪同，并且能够自行走到游乐设施处。安全须知也明确指出，身高低于42英寸的儿童必须由14岁或以上的监护人陪同。然而，告示牌上并没有说明每个孩子都必须有一位成人陪同。
尽管如此，员工“A”仍然拒绝我们进入，并坚持认为两个孩子需要两名成人陪同。当我们询问这条规定在哪里张贴时，“A”叫来了一位经理（“M”）。经理拿着扫帚和簸箕过来，解释说这是海洋世界的规定，尽管告示牌上并没有写明。
结果，两个孩子失望而归，而我本人也感到非常沮丧。如果海洋世界规定每位儿童必须有一位成人陪同才能乘坐此游乐设施，那么这项规定应该张贴在显眼的位置，以便家庭在排队前就能做出明智的选择。在游客排到队伍前面之后才强制执行这些不成文的规定，只会造成混乱和不满。
更糟糕的是，当我试图就此事与游客服务中心的经理沟通时，却被告知没有经理在场，我需要通过电子邮件联系海洋世界。因为一项未张贴的规定而被拒绝乘坐，再加上无法与管理层沟通，更是加剧了我的糟糕体验。
海洋世界应该确保游乐设施的相关规定得到清晰的传达，并始终张贴在显眼的位置，同时确保游客在遇到问题时能够联系到管理层。作为一名长期持有白金卡的游客，我对这次的体验远未达到我所期望的客户服务水平。
一位家长带着两个符合规定要求的孩子试图乘坐该游乐设施。告示牌上清楚地写着，身高低于42英寸（约107厘米）的儿童必须由成人陪同，并且能够自行走到游乐设施处。安全须知也明确指出，身高低于42英寸的儿童必须由14岁或以上的监护人陪同。然而，告示牌上并没有说明每个孩子都必须有一位成人陪同。
尽管如此，员工“A”仍然拒绝我们进入，并坚持认为两个孩子需要两名成人陪同。当我们询问这条规定在哪里张贴时，“A”叫来了一位经理（“M”）。经理拿着扫帚和簸箕过来，解释说这是海洋世界的规定，尽管告示牌上并没有写明。
结果，两个孩子失望而归，而我本人也感到非常沮丧。如果海洋世界规定每位儿童必须有一位成人陪同才能乘坐此游乐设施，那么这项规定应该张贴在显眼的位置，以便家庭在排队前就能做出明智的选择。在游客排到队伍前面之后才强制执行这些不成文的规定，只会造成混乱和不满。
更糟糕的是，当我试图就此事与游客服务中心的经理沟通时，却被告知没有经理在场，我需要通过电子邮件联系海洋世界。因为一项未张贴的规定而被拒绝乘坐，再加上无法与管理层沟通，更是加剧了我的糟糕体验。
海洋世界应该确保游乐设施的相关规定得到清晰的传达，并始终张贴在显眼的位置，同时确保游客在遇到问题时能够联系到管理层。作为一名长期持有白金卡的游客，我对这次的体验远未达到我所期望的客户服务水平。
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