My wife and 6-year-old son visited Pleasure Beach Resort in July 2025, and unfortunately had a very disappointing experience due to a ride malfunction on SpongeBob’s Splash Bash. The ride stopped unexpectedly, leaving them soaked and exposed to the cold for an extended period. My son was shivering and visibly distressed, and my wife — who is not fluent in English — received no assistance or guidance from staff during or after the incident.They were completely unaware of any drying facilities, and no signage or support was provided. They tried to continue with the day only because I was unfortunately not around until the end of the day and couldn’t bring them back to our hotel. It was absolutely not because they were enjoying themselves (as the park’s customer service has postulated). In fact, they had to skip the much-anticipated ice show entirely due to the discomfort caused by being wet and cold for the remainder of the visit.After contacting the park, we received a disappointingly dismissive response with no recognition of the distress caused and no gesture of goodwill. Instead, they stated that they felt “value for money was fulfilled” based on the number of rides used — ignoring the fact that those rides were experienced while wet and miserable. They even pointed out that the tickets were purchased on a discount, as if that excused the situation.As a word of caution to other parents or carers, particularly those visiting with young children or guests who may not speak fluent English: if something goes wrong, don’t expect much help. The lack of empathy, communication, and follow-up care was deeply disappointing.We sincerely hope the park reviews how it handles such incidents and takes more responsibility in supporting vulnerable guests when things don’t go to plan.
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