I’m one of the Annual Gold Pass member. I became an annual gold pass member because my two children who both fell in love with many of your Lego products. After reading about Lego Land of NY and hearing amazing feedbacks from my friends, I just went straight to purchase the annual pass online without any doubts because I felt with me and my husband’s busy work schedule, being able to have unlimited visits would work best for my family. But I want you to know how I and my children felt disappointed, disrespected, cheated and taken advantage of by the management staff of your park on September 16th, 2021.
I went to the Legoland of NY website to reserve which was to be our 2nd visit to Legoland of NY. On the day of our planned trip, I drove 2 hours with my very joyful and excited kids from Queens. But the treatment we got by your staff was devastating. Upon arriving at the entrance gate, the agent who checks tickets said: my reservation date is for next week which is an error that I did not pick up when I was making the reservation. When I asked your staff member that if they can please allow us to enter the park since we drove a very long distance to get here. I was being told that they can only allow limited amount of people in the park, and if I don’t have a reservation, I can’t enter the park. I have to come back on whichever my reservation day is. But it was so wrong. On the same day, one of my friend who had annual pass, she just entered the park without any kind of “reservation”. She told me there is no need. After spoke to 3 different “managers” who I found very rude and difficult (because they refused to give any information such as their employee id or name, they don’t even want to give any accommodations or courtesy), the only solution I was offered was to pay additional $250 to gain entrance into the park for an hour in your facility only because the issue caused a huge delay after my arrival. This is the same price for walk in visitors who are entering the park without a reservation. So what is the point for us having annual pass? While we were there with your staff over an hour tried to solve the situation, I saw your staff kept selling tickets to walk in visitors. There is unlimited of tickets they can sell at daily basics, it means there is tons of available spots inside the park. But they don’t even want to give us one time courtesy. It was unacceptable and unbelievably. The careless management presented themselves even Merlin Entertainments as very money hungry that only cared about profit and nothing about customer experience especially my daughters’ feelings. As we were turned away by your soulless management, I have never seen such disappointment on my daughters face which scarred my ability as a mother. You guys have no idea how happy and excited my kids was when I told them I got the annual pass of Legoland for them that they can go as many times as they want through out the year. As a Lego fan family and being an annual member, I was extremely hurt and disappointed. I was only my 2nd visits and I was so regret of being one of your loyal customer. I hope you find this opportunity to discipline your employees