Penguin Trek — Attraction in Dr. Phillips

Deeply Disappointed with Our Visit! We visited the attraction yesterday as a family and unfortunately had a very negative experience.

First and foremost — we were shocked by the aggressive push to purchase locker rentals. Staff practically forced us to store our bags and backpacks in paid lockers, even though we clearly saw designated free storage bins inside the attraction area. It felt like a blatant attempt to squeeze extra money out of guests in the most petty and humiliating way.

Second — the locker system was completely disorganized. After paying, we received no receipt, no ticket, no indication of which locker was ours. We wasted a lot of time just trying to figure out where our belongings were.

As a result, the nearly empty queue we originally arrived to had grown into a 65-minute wait by the time we were ready to enter. When we asked staff for help — including a supervisor named Aaron — we were told, “That’s not our problem, figure it out yourselves.”

This is unacceptable customer service and a disgraceful way to treat paying guests. It felt like the attraction was more interested in milking money from visitors than providing a smooth and enjoyable experience.

We sincerely hope management takes this feedback seriously. As it stands, this was one of the most frustrating and disappointing family...

The ride is a great family coaster. With that said, why on earth do you have to stand on another line in the freezing cold to exit the ride? Who's the genius that came up with that? Make an exit! Don't subject people who just want to ride the coaster waste 30+ more minutes trying to get off of it. The exit brought the rides stars down. The coaster is fine but smelling dead fish for over 30mins while freezing waiting to exit is a Dumb idea. We stood in a glass room for 3 minutes while 2 employees talked to each other about the OMG's of the last 10 mins. We went 10/12/2024. The time before that no one was even guiding people where to go,...

Penguin Trek is comfortable and smooth. It’s fine, but it feels short and lacks some ‘punch’ that would add more vitality to the ride. Operations are very slow and are managed by inexperienced teenagers, which takes away professionalism. They hesitate constantly, talk among themselves and are not paying attention to the guests. They don’t measure the kids before entering the line, once seated on the train they take them off to measure, delaying the operation by a few more minutes. The ride itself is fine, but the staff management forces you to go through a crowded and freezing...