Chapoteo Water Park — Attraction in El Paso

First time I came here I was living in the shelter behind the park and was offered to go to el chapoteo park for free. It was awesome, HOWEVER one year later my family and I revisited as regular clients and were OVERCHARGED due to a rate by height??? Mind you I have all sons and they are all tall even at 5 and 6 year old they got charged the $16 fee ! I have a family of 5 and our total Bill was 100 something dollars sorry to not be exact on change which was not on our budget and we recently moved to New Mexico so we also had to pump a full tank to get there on a Saturday . About an hour into the pool we were removed over and over due to clouds with lighting. We understood the dangers but eventually at the 2nd hour we were all removed from the pool until further notice and for our luck it started to sprinkle so it was over due to lightening. We were not refunded our money or even got a ticket for free admission the next day due to weather or any other policy but in place when these things occur. Mind you management are not understanding with the economy that does not receive benefits like SNAP , I noticed those people have a fixed rate that is half of what people that don’t live off of welfare have . This huge charge for swimming hurt our grocery budget that we input out of hard work and it’s sad to see , never in my life have a been charged that much to swim with my kids at a public pool. The most I’ve paid are $5 per person . Prices are outrages inside for the food as well and it is low quality. Me and my family went to Sam’s club and got a whole pizza with drinks for the price of two slices at el chapoteo park which is $5 per slice. The park in itself is safe and fun but the anxiety you get from knowing you just got charged $100 dollars to swim for an hour really messed my mood up . Lower the dam prices! We don’t all have snap benefits to pay $6 per person . Set better refund policies to accommodate your community when bad weather strikes , it’s apparently all out of our reach . A lady had just gotten there when we were told bad weather wouldn’t allow us to go in but knowing this they charged her a total of $230 for a cabana rental and they never even got to step in the pool . She was also told they’re was nothing...

The absolute worst customer service! Poor management and interpersonal skills. No understanding or accomodations were made to help customers during an unpredictable rain storm. Still waiting for the director to reach out. It's been three days as of today (July 8, 2024).

We took several members of our family from out of town and unfortunately a storm moved in after two hours. Due to this, no one was allowed in the water. We agreed that it wasn't ideal or safe to be in the water during a rain/thunderstorm. We then asked for an opportunity to come back for at least 3 hours during the next few days (Saturday or Sunday) but we were denied this reasonable request. We were told no rain checks would be given at all!

The manager made it seem like we should have predicted the weather and it was our fault for coming on a day where a storm suddenly moved in. She referred to a park policy that wasn't posted, but claimed that it states they will not give rainchecks unless the park was closed by 3:59 pm. We weren't allowed to go into the water at 3:40 pm and weren't allowed back into the water. However, the park was still considered open?!

The tactless manager, Mary, was UNREASONABLE. She couldn't comprehend that the reason people go to a WATER park is to swim or enjoy the water. If the manager of the park makes the decision to not allow people into the water for an extended period of time, then they have essentially closed the park. An overwhelming percentage of people do NOT go with intentions to just sit around and stare...

Ok first the positive. Water was clean and lifeguards did an amazing job. $30 pizza was a bit much which leads to the bad. We paid for a cabana (which are not numbered nor checked for occupancy receipts) and a "Cooler Pass" which, on the website, clearly says allows up to 48 quart cooler and FOOD to be brought in. We called...twice...before reserving to confirm and to see if the place had grills (for unprepared meat). No grills. So we asked Can we bring food with the Cooler Pass. Answer is yes. UPON ARRIVAL, we asked to find our cabana and the extremely inexperienced "manager" saw our outside food and said we couldnt bring it in. She pointed at a printed set of rules which are NO WHERE on their website. I showed her the website and the Cooler Pass purchase page but was told "we're thinking about outside food but not now" I asked her multiple times to have senior management call me at the office on Monday..she wrote a number and said they dont call anyone...I have to find them. I then asked, if no grill, what food we should expect to bring in in a cooler full of ice and drinks. She shrugged and said no outside food. Yesterday I called senior administration who said they would correct the website and address the issue but as of five minutes ago it was NOT addressed. TO BE CLEAR: We had a blast but was almost ruined by the management and public...