Unclear and unfair weight policy resulted in excluding a 15 year old boy and embarrassing him in front of his friends. The policy clearly states that for those between 260 and 300 lbs, they must be cleared by staff. When we arrived to check in for a 15 year olds birthday party, each child had to weigh in and 1 child weighed 271, so we expected to go through a clearing process. Instead, the staff said “we don’t do that. He can’t fly”. This is very misleading. His mother completed the waver to allow him to fly. If there was no process to accommodate someone that is 271 lbs, the waiver should state in VERY CLEAR LANGUAGE that individuals over 260 lbs will not be permitted to fly or the waiver should request the weight be entered in order to complete. We would have selected a different activity that would be inclusive of all participants.
The manager at the front desk said I could have a “credit”, but I requested a refund, to which they responded “we don’t do same day refunds”. When we read their waiver together, it clearly states they do, so they processed the refund. It seems they want to follow policies as they feel like it.