Cables Wake Park & Aqua Park — Attraction in Sydney

In my experiences Cables don’t value their customers and do not issue solutions if they decide to close at 1pm due to bad weather. My understanding is this business does not comply with Australian Consumer Law.

I recommend being highly cautious going to Cables if there is any sign of bad weather as they take your money and give nothing in return. I would not book tickets (I.e. give them your money) in advance if there is doubt over weather as they will take it and give nothing in return.

I have been to Cables a lot and spent a ton of money there, but the experience I had below really sours my opinion of the place. It could be the senior employee who works there called Courtney who is not customer focused. There are other negative Google reviews about the same problem with the same senior person.

LEGAL WARNING:

Courtney WITHOUT CONSENT puts customer telephone calls on SPEAKERPHONE so that OTHER STAFF CAN HEAR YOUR CALL WITH HER.

I paid for a private Wakeboard lesson and separately also paid for a day pass to use the Cable Park afterwards. Cables closed due to severe rain/wind/thunder during the middle of my lesson around 1pm and before I could use the day Cable pass I paid for.

The staff forced everyone to evacuate that day and hundreds of customers were urgently herded out of the premises. The Cables staff were refusing to issue refunds or complimentary vouchers and instead were telling all customers (including by standing on the reception desk and shouting over the top of everyone) to “email the business in order to get a refund or complimentary pass” as the business didn’t have the facilities to process doing this for the hundreds of people they were urgently herding through the reception area and outside. Based on this I did not apply for a refund/complimentary voucher before leaving as the staff prevented this.

The Cables employee called Courtney who I had contact with in order to get my refund/complimentary day pass told me that as none of the staff rostered on that day worked at the business any longer she could not verify the staff told the customers to email in their ask for a complimentary pass or refund. So Courtney was refuting my statement that customers were told by staff to email the business to get a refund or complimentary pass.

When I suggested Courtney check the video footage of the staff telling customers to email in their ask for a refund she flat out refused that as an option.

When I suggested Courtney to check customer emails in the weeks following the event she also flat out refused to. [Interestingly I see other Google reviews with complaints similar to mine.]

When I said to her “Do what is right for your customer” she said she wasn’t going to give me any solution.

As per Australian Consumer Law if the problem is due to something beyond the business’s control, which they didn’t know about when the consumer purchased the product or service, the consumer should give the business a chance to provide a solution.

It is highly disappointing Cables refused to honour what their staff told customers during the evacuation.

I thought highly of the business and enjoyed using their facilities until this experience.

Cables continues to avoid their consumer obligation by saying they will only issue a complimentary pass if it is applied for before leaving the premises, as that is what is written in their terms and conditions. Under consumer law a company’s terms and conditions are not allowed to negate consumer rights.

Cables T&C’s state: “If we experience inclement weather that includes lightning (or some other extreme weather condition), the Park will suspend operations if it is deemed unsafe by Management to enter the water.

We do not issue refunds.

If the Park closes for the day, all customers remaining in the park will receive a complimentary return ticket for a visit during the current season prior to leaving the Park.

If you do not retrieve your voucher prior to leaving, you will not be issued a voucher at a later time (via email or...

The Cables Wake Park and Aqua Park / Penrith Area NSW. Present in quite and beautiful area at Penrith...with alot of car parking, also disability car parking are available... It is a Very good, suitable place and should be visited...you will enjoy your times, the place includes Coffee shop, toilets and other services...BBQs available but you have to pay some coins, there is coffee shop for hot, cold drinks and also serves foods includings sandwiches, chips, salads, hot dogs and so one, there are tables and very confortable places to sit with amazing view, the clear blue water and cables wake water slides...well prepared and its exciting...really it's good for the people to have a relax and breath the happiness, moreover it's the place of choice to be visited by the families bringing there children, also for the NDIS groups, their participants will enjoy! And spend a couple's of hours The Cables Wake Park and Aqua Park is very clean and the views there are so beautiful, do not forget to take pictures and selfes for your memories and the good times you spending there... We went there and we were 7 people, we all were happy and the time pass very fast we took many amazing photos, the weather was good too, and this was adding to our visit. Will visit again and again... Thank you for the Councel, the managers of Cables Wake Park & Aqua Park, thanks for the staff and for every one making this place...

My kids had a great time, unfortunately I broke 2 ribs due to their lack of safety protocols they didnt have staff around the lake getting kids out of the way and letting kids who cant swim get into the water with adults that know what they are doing and other wake boarders and to avoid killing a kid who was there like a deer in headlights not knowing which way to go, I tried to avoid her and the cable pulled me the other way forcing me to hit the water really, really hard. I witnessed another kid who fell off right in front of the staff and could hardly make it back to shore and couldnt get her board and left it in the path of other riders. Nobody helped her get back to shore, the staff just stood there looking at her struggle. I do not recommend until they fix this, I have been seriously hurt and somebody could get killed. Response to your reply - I did report it and I got an email back to prove it that just said (thabks for your feedback) from Cortny. I also reported it on the day to a staff member. I have a medical certificate and an Xray from the next day and I have sent you a reply to your "thanks for your feedback" reply after reading this. Just because you sign a waiver doesn't mean you can just get away with murder. Now it's time to talk to somebody about...