We had the worst visit to Blackpool Pleasure Beach and have been treated like dirt from the customer services.Managed to get on two rides. Stood in a queue for valhalla for 2 hours and 30 minutes in boiling hot weather that people were getting sick for the ride to break down and get shut after waiting in line for 2 hours and 30 mins in 30 degrees heat. Went to customer service to make a complaint for them to say they do not offer refunds but could give another day to come back but it would have to be before November this year, we told them we could not come back this year we was offered the email address to ask for a extension for summer 2026 as we would be happy to come back then unfortunately that did not happen.The email we sent them:HelloMy partner and I visited the Pleasure Brach on Saturday the 12th of July. While at the Pleasure Beach we queued up for Valhalla which was an extremely long wait, around 2 and a half hours, because the ride kept breaking down. Once we were close to the end of the queue the ride was closed for the rest of the day due to malfunctions. The weather was incredibly hot and sunny and there was no shade or covering over the queue and nobody handed out water to the guests, to the point where many people left the queue due to becoming weak from the heat, this seems like a dangeorous health and safety oversight. Because of the queue we only managed to get on 2 rides during our visit. We made a complaint at Guest Services and we were offered a date to return, but the dates only go until November this year and we won't be returning this year. So, I would like to request a refund of the cost of our tickets, or a return date for the 2026 summer season.Thank you.Kind regards,Shannon.The email they sent back:Hi Shannon,Thank you for your message, and we're sorry to hear your visit on Saturday 12th July didn’t meet expectations.We do apologise for the extended wait time and eventual closure of Valhalla. While our team works hard to minimise disruptions, on occasion technical issues can occur - particularly on complex rides like Valhalla - and guest safety must always come first.We understand it was a particularly hot day, and we appreciate that this added to the discomfort while queuing, however, we must note that the decision to remain in a queue is entirely at the discretion of each guest. Wait times for all rides are listed on our official app to help guests plan their day and make informed decisions. Additionally, water is available to purchase from the kiosk located within the Valhalla queue line.All guests affected by the stoppage were offered a complimentary return visit, which we feel is a fair and reasonable resolution in line with our policies. As per our booking terms and conditions, tickets are non-refundable, and while we understand you may not be able to return this year, we are unfortunately unable to extend the return offer into the 2026 season.We do hope you’ll be able to make use of the return visit before the end of this season and thank you again for your feedback.Kind Regards,Guest ServicesPleasure Beach ResortBlackpoolFY4 1EZAnother Email we sent back:Thank you for the reply.The wait time was extended by the constant malfunctions of Valhalla, malfunctions that have become incredibly common since it was revamped, so the wait time listed on the app was inaccurate.Theme parks queues are a regular part of visiting a park. My trip to Disneyland Paris earlier this year had many queues, but they never left their customers in a situation like the Valhalla queue and they never lied about the wait times.Also, people don’t usually just leave the queue for a ride once they have sunk time from their visit into waiting. Imagine a theme park where people just left every queue.If you can’t extend the return visit into next year then I would like a refund of my and my partner’s tickets.I paid good money to go to the park and ride the rides and due to deceptive wait times and a constantly malfunctioning ride I was unable to ride more than 2 rides. I think your offer of a return visit within this season is unfair unless you will cover my hotel and train ticket costs.Kind regards,ShannonThere reply email: Dear Shannon,Thank you for taking the time to share your comments.We do appreciate your frustration and are sorry your visit was impacted. However, all guests affected by the Valhalla closure were offered the same resolution of a return visit valid until the end of the 2025 Season. We believe this is a fair and consistent approach, and we have nothing further to add.Thank you again for getting in touch.As a loyal customer for 20 years this is ridiculous. You should make sure your staff know that you dont do extended times as we was told by your staff you did.
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