H2Oasis Indoor Waterpark — Attraction in Alaska

Went here to celebrate for my sons 8th birthday water was freezing my two year olds lips were bright blue within minutes I told a lifeguard she said she also thought it was a bit chilly and. if more people would complain she would tell a manager leading me to believe something could be done about this so I found the manager a middle aged/older white lady with short brown hair and glasses didn’t catch her name tho I wish I did she felt my daughters are and agreed that she was very cold told me there was a leak that they were trying to fix and regulate water temperatures but that it probably wouldn’t be fixed while we were there...after a few minutes and discussing it with the kiddos and other adult there we decided we’d like to get a refund and try again another day when the water was not freezing as it was not worth all the kids getting sick. we asked for a refund after only spending about 45 minutes there the manager first denied saying that there was ever a leak then said no refund then said ok we will refund you on a gift card we go to get changed along with the kids (there were 4 kids ages 2-10 all with blue lips) the old woman at the register was very slow before she even began processing the refund the manger came over with a sticky note reading temperatures all in the 80s supposedly just taking moments ago saying this is where we’re at ladies look at this! This is where we’re at you’re the only ones to complain just so you know! we said we didn’t ask for temperatures just wanted our money back and let her know that her rude snarky attitude was not appropriate or appreciated she demands the cashier to give us our money back and angrily leaves the counter next thing I know the old lady says she will not refund us and in front of the children starts yelling “Get the hell out we will not be treated this way we are not rude!” We didn’t ever raise our voices at them but yet they both at different times felt it necessary to yell at us and our children at this point the manager comes back over and says give them their money the cashier again refuses and says she’s calling the cops the manager says she cannot go over the cashiers head on this matter and that we need to leave the cashier again starts yelling get the hell out of here and is now in the line with the cops by the time we’re walking out the doors and every kid but 1 is crying my 2 yr old was terrified as was my 8 yr old niece and my 8 yr old son was crying because his birthday was ruined. As much money as I’ve spent here over the years I was stunned paying for an all day pass when we didn’t even stay in the building for more than 45 minutes should not have been an issues to refund us. Not to mention they should have let us know ahead of time before we purchased over $100 in tickets if the water would be colder than usual. I’ve never experienced such horrible customer service in my life I myself work in customer service and I would never treat someone the way we were treated especially not in front of children. I am very disappointed in the staff,management and the way this situation was handled. We will not be going back anytime soon....

This place must have been amazing when it was new. The photos on the website are likely 30 yrs old and are a poor representation of what the current conditions are, which are deplorable. The children's pirate ship has damaged netting everywhere just waiting to snag little toes and feet going down Slides, landing in torn up mushy landing pads (feels like landing in lake muck...looks worse), obvious areas where waterfalls or childrens fountains once were are long past having been operational. The walls and surfaces of the pools all have significantly faded paint and obvious rust corrosion where safety railings meet concrete, the plaster is peeling, and frankly if it didn't smell of strong chlorine you would question how sanitary this place is. On that note, the water is clean and there's a no kid in the hot tube area which was nice. The water slides only run one at a time, so either you hang out all day to experience them or time your visit. There is a concessions stand area with a minimal but decent foods choice options. One thing that sticks out significantly is the amount of junk surrounding the various areas in the building; shopping carts with random boxes of supplies, areas piled with maintenance items or dead pool floaties, boxes of just stuff all over. Staff...I've nothing ill to say of the typical low wage teens just trying to make a living (they are as typical of kids who just show up for the paycheck) but there is an older lady there who on several occasions I questioned weather she was being full on racists to the native children who showed up to the park. I am a POC, my daughter however is very white passing, while we were in line for a slide this woman went out of her way to be nasty to the polite native boys patiently waiting only to turn around and be saccrine sweet to my daughter. Enough to the point where I called her out asking if these boys had done something to deserve her unkind treatment. And then there was her grandson. At least I'm guessing that was their relationship. The child seemed likely on the spectrum and was being policed by most of the staff to "leave the guests alone." Eventually my daughter was the object of his attention and became some uncomfortable with his persistent attentions that she asked to leave. Frankly at that point we were glad to finally have her consent to leave. Based on the photos my family was very excited to come to this place...we will never go back and deeply encourage anyone willing to read this to spend your free time someplace better. This...

If I could leave 0 stars I would. I called ahead of time to ask about pricing—I have a 9 month old I wanted to bring to wade in the toddler area but didn’t want to go if we had to pay for both adults as we wouldn’t be swimming. I was told over the phone that it was only $6 to bring a toddler since we wouldn’t be using any of the slides. We packed our bags (not an easy task when you’re packing for a baby) and headed to the park, waited in line for over 15 minutes despite only having one group ahead of us, and then was told it would be $50. I explained to the employee that I had JUST called and was told it was $6 since we we would only be in the toddler area. The associate (manager? Not sure) next to the cashier said I had spoken with her and tried helping the cashier ring it up, only to discover the register was still pulling up $50. She went to talk to someone and came back to tell me that it was her mistake and the $6 is only valid during designated toddler time from 11-2. I asked her to honor the price I was given over the phone not even an hour prior and the best she could do was offer us half off, so still 4x the amount I was told before going to the park. As frustrating as this was, she probably saved me from getting some nasty disease because honestly the facility is filfthy... so not the end of the world my baby couldn’t walk in grimey water. But hoping the owner/ manager reads this: when you let angry guests leave because you refuse to honor the price your staff admittedly mistook over the phone, you’re not only turning away that initial money, you’re turning away all the business our family would’ve given you in the future had my child enjoyed himself. All future outings, potential birthdays, etc. From a business standpoint this was a huge mistake—today you lost a family of potential customers, and gained one more person to spread the bad name you’ve made for yourself in Anchorage (I should’ve listened to the MANY people who told me not to go due to the lack of cleanliness). While it appears to me that your business is beyond repair, I suggest you put some of the money you make from your ridiculous pricing into cleaning your waterpark and take a class or two on customer service so you don’t scare off any...