SEA LIFE Orlando Aquarium — Attraction in Dr. Phillips

Update The area manager reached out after I emailed my concerns to their Contact Us email. He took the situation seriously, intends to discuss with the employees who were involved, and took steps to rectify the situation. While the experience on location was unpleasant, I have added a star (from 2 to 3 stars) for his quick reply and resolution.

_original message Disappointing Experience with Photo Policy at SEA LIFE Orlando.

Our visit to SEA LIFE Orlando was overshadowed by an incredibly frustrating experience with their mandatory photo bundle policy. You cannot simply purchase a ticket to the aquarium—you’re required to buy a bundle that includes a digital photo download. As we were in two groups, we ended up with two digital photo vouchers.

The trouble began when we reached the designated photo area. After waiting in line for our pictures to be taken, we made our way to the gift shop at the end of the aquarium path to review them. Every single photo—except one—had at least one person fully cut off by the edge of the photo. We decided to select the only usable picture as our digital download and agreed to forfeit the second, as none of its images were complete.

When we pointed out the photo we wanted, the staff went ahead and printed it—only to then tell us it would cost over $20. We explained that we didn’t need a physical print and simply wanted the digital version we had already paid for, but when they scanned the QR code on our ticket, it was incorrectly linked to a different family’s photos, they said they could not provide the digital download. Strangely, despite this issue, they were still willing to sell us the print.

I pointed at our picture on their screen, explaining that it was clearly us and asking why they could open the file and print it but not send us the digital version we were entitled to. They simply repeated that it was “policy.” In an effort to find a solution, I asked if they could at least give us the printed version they had already made. When they refused, I asked if I could take a photo of the printed image to be our digital download—again, they said no, as it was "against policy".

I asked if there was someone else I could speak with, thinking the person was perhaps confused. We had been made to purchase 2 digital prints with our entry, it was their error that all but one photo had people cut off, and it was their error that the QR code on our ticket was incorrectly coded. It seemed so reasonably that in light of the many errors Sea Life had made, that they would allow some flexibility to allow us to leave with at least one of our two photo selections. The manager came, but despite acknowledging the errors on their end, they refused to make an exception. Their only “solution” was for us to go back to the entrance, get back in line, retake our pictures, and return to the gift shop in the hopes that they turned out this time—a completely unrealistic suggestion given our schedule.

The most infuriating part? Right in front of us, they threw the perfectly good printed photo into the trash rather than let us have it. It was a baffling and needlessly rigid policy that completely tainted our experience. Instead of leaving with a great memory, we left shaking our heads...

We visited Sea Life Aquarium while visiting the Orlando area. It's a nice little aquarium with many fun views of sea life.

I believe that the aquarium is especially designed for young children. Not only were there three summer camp groups we saw during our visit, but many families as well with young ones. And there are lots of displays and tanks in which a small child is invited to crawl under and pop up into a glass enclosure that puts the child in the middle of the aquarium action. It's perfect for a five-year-old! Several of the small tanks and views of larger exhibits are also at child level. So, I highly recommend this place for families with small children. They will love it!

I had never been to an aquarium quite like this one, however, in which there is a linear route to take through the building from one exhibit to another. I've only experienced aquariums in which exhibits are in different rooms or areas that one can visit and revisit again and again during a visit. Although there are no signs discouraging going "against the flow," it's obviously not the way the place is intended to be experienced.

Another interesting thing about this aquarium is its lack of signage. I'm used to aquariums in which I stand, read, and learn as well as view the various sea creatures. There is education offered at Sea Life, but in the form of QR codes that can be scanned and read from your phone. Not a terrible idea, except that I didn't see anyone actually doing it. Plus, if the true demographic is families with young children, young children don't carry phones. (Or at least, they shouldn't!) If properly done, however, I can imagine a parent scanning the QR code and spending time talking about the animals with his or her children. That would be nice. I just didn't see it happening.

However, I delighted in watching the kids having fun, excitedly running from one exhibit to another and having a great time. It's their kind of place. But there were lots of them, so if you don't care to be around excited children, you might find that this aquarium tests your patience. As for me, I enjoyed it. Depending on your speed (and whether or not you scan the QR codes), I would allow an hour or two to enjoy...

Aquarium is beautiful and my kids had so much fun!

We were here for the first time and I went to the aquarium alone with 2 toddlers while my husband had a work meeting as we are here for his work. I used Groupon to buy the tickets and guess I didn’t realize when I bought the tickets Groupon automatically selects the next day, but the prices were the same. When I first arrived, I showed my tickets to a girl and she sent me through and then I go to get my ticket scanned and it’s not scanning. At this point I didn’t realize my ticket on my phone had the wrong day until she asked me to look at the day. I immediately said I was sorry, I didn’t know, but I already paid for the ticket. She was super mean about it and acted like I did it on purpose and I should’ve known. then she brings the other girl over and tells her to take me to the manager to see if they can fix it, which this girl rolls her eyes and said “well she didn’t tell me” seriously? tell you what? i didn’t even know at this point? Overall, these two were just so mean and rude. i’m a young girl with two toddlers alone, clearly this wasn’t intentional. i said to the girl “i didn’t know? clearly i didn’t do this on purpose why would i drive here on purpose knowing i bought the tickets for tomorrow?” of course she didn’t say anything. i go to the manager and just start crying in front of all these people because how embarrassing is it to have someone be so rude to you in front of your children and all these random people, acting like you did this on purpose. he immediately just sees the tickets on my phone and says i’m fine to go through. in a touristy area where majority of people aren’t from around here, let’s just work on being kind and considerate. the aquarium was amazing, the manager was so kind, but the two workers had to completely ruin the...