Splash Shack — Attraction in Cedar Park

While the park was fun and adventurous for the kids, the customer service was HORRIBLE!

I’m not usually one to complain so that speaks volumes about the extent that I am going to leave this review! CASSANDRA “the manager” was EXTREMELY RUDE from the moment we walked in! My husband asked if my one-year-old should be purchased a wristband and her response was very, short, loud and unwelcoming. Why? I don’t know! I got a bad vibe from that moment and so did he….however, we brushed it off.

I ordered two large pizzas at 4:23pm on 4/29/2023 as soon as we got settled, paid my dues and returned to my seat to watch the kids play (was never offered a receipt). Thought nothing of how much time passed at first but then realized it’d been a while and went by to check on the status around 5:20p (they close at 6p). I was told it was on its way and should be there soon. Fine. No big deal.

Shortly after, I was approached by a nice young gentleman that asked me if I had a receipt and informed me that the pizza was never ordered (I was still understanding!) and told me it would be there in 20 more minutes (mind you, they were closing). So, I asked why I was asked for a receipt? He let me know they could offer me a refund since it was their mistake (which I would have appreciated), but not if I couldn’t present a receipt (that I was never given!). I explained that I wasn’t given one but would appreciate a refund. That is when I was redirected to CASSANDRA (who should never be allowed to handle these interactions again).

She argued me downnn about how she would NOT refund me for the mishap while I’m showing her the payment and even proceeded to walk off, slam the curtain in my face and exclaim that ill “get my pizza when it gets here!”. AFTER she demanded I get out of the way so she could handle the next person.

All for her to return 1 minute later, NEVER apologize or explain that she found it, and then threaten to not refund me still after she found the receipt after all. She proceeded to stand and argue with me for ANOTHER 5 minutes about how she could still refuse to refund me just because I was speaking to her. So I asked for the General Manager’s information and suddenly the refund could happen again.

She was rude the entire visit. She was unwelcoming. Snappy. Disrespectful and immature. Condescending to her associates and customers. I’ll never forget the way she acted while I was there and will be sure to tell everyone that asks that these are the type of people that are placed in management positions here. Don’t bother asking for assistance here if you’re a paying customer. You won’t get it...

Mood Ruined at the Door

I visited Splash Shack on a Sunday right at opening (12pm) with my 2-year-old. We had planned to enjoy about 1.5 hours before his nap, but everything went wrong at the entrance - and sadly, the visit was ruined before it even began.

I had a GetOutPass, which typically covers admission for a child and includes the accompanying adult for free or a minimal fee. Not here. I was told at the door that the pass only covers the adult, and I had to pay $26 for my toddler-while an adult ticket is only $5. This made no sense. If I had simply lied and said the pass was in my child’s name (instead of mine), I could have saved money, time, and most importantly, my nerves.

Because we had already spent 30 minutes getting there and my toddler was excited, I gave in, redeemed the pass for myself, and paid $26 for him. Later, I discovered that their website clearly says a child’s ticket includes one adult. So I essentially paid for two adults and a toddler! Complete misinformation from the staff.

The worst part? My toddler became upset at the entrance experience and refused to swim. We left just 30 minutes later.

This visit cost us $26 and a lot of stress—and revealed how useless the GetOutPass is at this location. What’s the point of a pass that doesn’t work for a parent with a child, especially at a place meant for kids? Major fail.

Unprofessional handling, poor communication, and a disappointing customer experience. I do not recommend...

Great place, especially for younger kids. Clean, friendly staff, and parents can easily watch their kids playing. I understand their "no outside food policy" however, they are only serving snacks - chips, cookies, candy, ice cream, crackers. They advertised that they sell pizza too, however, you may want to call ahead and make sure, because apparently, it's "currently unavailable" - which means there is absolutely no "lunch" options. In light if this, I asked one of the workers if they made exceptions to their "no outside food" policy. She said no and that "you could have eaten before you got here or after you leave." I felt this was a completely unacceptable and uninformed response. Obviously my kids ate breakfast before they came. But to expect kids to be running all over the place and then be satisfied with airheads and ice cream is ridiculous. To expect parents to be ok with their kids eating only airheads and cookies is just as foolish. If your business has a "no outside food" policy, then they should absolutely sell some "lunch" options (pizza, burgers, chicken fingers). If your business can't / doesn't, then they need to allow outside food. Side note - I don't think they enforce this "no outside food" policy since literally every other family had snacks and lunch boxes for their kids. If I had known, I would have just hidden snacks...