Island Waterpark — Attraction in Fresno

‼️This review was written on 06/28/2023, but never had the chance to upload‼️

DO NOT BUY THE SEASON PASS. THE MANAGERS ARE IGNORANT LIARS AND SCAMMERS.

My family purchased 7 season passes that cost a total of $700 IN PERSON at their admission booth. We were given a flier that stated we get Unlimited enterance including July 4th, 1 FREE buddy pass MON-THUR, two 50% off buddy pass TUES only, retail/food/drinks 25% off not including dippin dots - PER season pass.

The first time we used the season pass was Tuesday, June 13th, more than 2 weeks after their opening day. We used 1 Free buddy pass as well as four 50% ticket. My 13 year old cousin purchased a swimsuit from the gift shop and tried giving the cashier our season pas for the 25% discount & she said that they don’t accept the season pass. The same thing happened when she bought funnel cake. I wasn’t present during either transaction so I wasn’t able to speak up for her. When I bought my own funnel cake, the cashiers couldn’t figure out how to scan the season pass to give me the discount. The other attend told the cashier “well if you can’t scan it, then we can’t give her the discount.” I showed the cashier the flier and waited for her to figure out how to scan it or I told her to go get a manager. She eventually figured it out.

At the end of the day, we went to the info booth/admission booth to complain/inquire about the discounts. The manager, a lady named Fran was telling us how this is the first year Island Waterpark has included perks to their season pass and many employees aren’t aware of the new discounts. That seems like horrible management if their employees aren’t aware of what’s going on within their own jobs. So Fran asks if we bought the passes online or in person because she said the discounts hasn’t been activated on 3 out of 7 of our passes. Again, we purchased these passes in person and they failed to activate our discount codes? So to make up for their mistakes, she scanned all the passes to “add the discounts in”. In her words, she said “I’ve added the discounts so now all these cards should work when purchasing food, drinks, anything at our gift shop as well as redeeming the 1 free buddy pass, two 50% off buddy passes and you’re all set.” Keep in mind we’ve already used up 1 free ticket and four 50% off buddy pass.

The second day we’ve used our season pass was on a Saturday June 17th. Keep in mind that 1 Free Tickets & 50% off buddy passes are not valid on Fri-Sun so obviously it was not used & should still be available.

The next day we return is Wednesday, June 28. It’s my sisters birthday and we still have 6/7 Free entrance tickets. When trying to redeem these 6 free entry tickets the manager, Alexis, is being rude to my mother while also telling her we’ve used up all of our free tickets?? Which is impossible because we’ve only used ONE free ticket. And when my mom tried showing her the receipts for the four 50% off ticket she bought previously, Alexis was waving her off and not even looking. My mother was asking her if there’s any proof in the computer that we’ve redeemed those free tickets with the date stamp. Alexis could not provide us with any proof other than the words out of her mouth. It was just a glitch in their system because there’s no way we could have used those other 6 free tickets if we have the receipts for the 50% off buddy passes we BOUGHT on a Tuesday & the second day we came, it was a Saturday (free/discounted tickets are not valid). Where did our money go if we “redeemed our free passes”

My mom was asking Alexis to let her speak to Fran because they’ve spoken before and she was the one who scanned ALL of our passes to “add in our discounts”. She saw Fran in the back of the office and when they made eye contact while my mom tried to call her over, she just turned around and left! After about 15 minutes of frustration, my mom decided to just pay for the extra tickets and leave instead of...

Update: they have replied since but they still fail to address the problem at hand, which is the “manager” being on a power trip!! There is no “confusion“ here to be sorry for! It’s that lady talking down to customers which is the problem I mentioned earlier. Again, there was literally ZERO reason why I was told to have to use my tickets that very day, other than for her to shout orders. And when I mentioned this, she had zero recourse.

Now don’t get me wrong, I love this place.. But, “the manager” here is truly arrogant, condescending and rude beyond words. I have yet to encounter someone as arrogant as her in many years, and I deal with a lot of people!!!! On Friday July 5th, my daughter and I came here to cool off. It was so fun, we returned the next day. On Saturday July 6th, the park was shut down early due to a power outage. We were told to “come back for a refund/ tickets.” After reaching out to Island Waterpark via their customer service team via email, I was told “not to worry, and to come by anytime and they’ll be happy to make it right.” I went ahead and showed up today, July 14th to retrieve those tickets. And as I head inside the front office, I am quickly approached from behind by a young Mexican woman, who appears to be about 18-24 years old. She was quick to assess my visit in the office, to which I explained the refund situation. I sensed a little distrust, asking to see my tickets(the tickets they issue you are thermal printed receipts which are scanned and discarded immediately after you enter the park) my method of payment (card or cash?) my name, and she even asked to see my phone, and read the emails I had exchanged with customer service. I asked “Who are you?” She replied “I’m the manager” Mind you, she struck me as a teenager... She went to the back of the office and came back with 2 tickets. She had the nerve to say this: “here are those tickets. But you have to use them today, or else they’re no good.” I was confused. I said that I came alone, and I lived an hour and a half away, and my daughter wasn’t even there, so she won’t be able to enjoy this. And how about we do this another time? After all, the Customer Service agent did say that “anytime would work.” This lady said “well uhmm… just be sure to bring her with you.” Or something along those lines. I was dumbfounded. I took the tickets and left, but as I was walking out I looked at them. The tickets were good all season long? With an expiration date of 09/2024?? So what exactly did she mean by “you have to use them today or else you’re out of luck.” statement? Again, I know professionalism and this was anything but that. I’ll be leaving a yelp review too, as this really really irks me. People like her are abusing what little bit of power they think that they have. Overall, it makes the company look BAD. Not to mention, she had a look of disgust written all over her face. Smh. I hope when we do go back, I don’t have to deal with her again....

We love the Island, we do, but it has some significant management issues that I just don't understand. Season pass holders shouldn't have to wait in a long hot line to get the guest passes they've already paid for. Attach them to the season pass, allow the gate person to handle it, and have a separate window for that purpose, something. The management and efficiency of the food windows is atrocious. With no crowd at all, 20 minutes to get a scoop of ice cream. Then, when addressed, the "manager" gives bad attitude. I blame the "management" completely for not "managing" effectively and teaching these young kids how it should be run. I don't blame the kids at all. They are learning, and unfortunately, learning bad habits and work ethic. The other food part where the drink stations are near the wave pool needs help as well. It could not be more obvious that having one person at the food part where the Dippin dots are is not efficient at all. It takes forever because they have to stop constantly to serve stuff. Get 2 people there!! One at register, one serving. Lastly, you have a big wasted shade thing directly across from it with exactly zero people using it, and yet the line at tye food thing has people cooking in tye sun and fighting for a small piece of shade. SHADE THE LINE!!!! YOU'LL SELL MORE STUFF!!! Lastly, poor management decision to not give season holders a discount on the rental tubes. Now I don't rent at all, instead of renting every time with a discount. Do the math. No rental = $0 made. Discounted rentals = make $

Response to owner: we are season pass holders, pretty much every year. I wrote the review from The Island yesterday, but this isn't a yesterday issue, its an everyday one. I fee a littlel unheard now. Don't worry about researching and trying to hold some kid accountable. These are all management issues. Im not saying you have to change anything, but I sure see a LOT of empty space when there, so you might want to. We want to remain loyal every year island season pass holders, but it's getting tougher each year to justify not just taking more of a drive to the other guys. Im always down for a chat. Let me know. We'll probably come watch some fireworks tonight, actually.

PS. This isn't a hate on you thing. It's a "I want to stay in this...