Hurricane Harbor Chicago — Attraction in Gurnee

Edit! New review!

I filed a formal complaint with an amusement park after giving a one-star rating. The park directed me to the correct email for further communication. They followed up on the issue and eventually compensated me with two exit passes. Although their initial response was slow, they ultimately showed that this is not the kind of customer service they want to provide. The behavior of the employees involved did not reflect the park's commitment. It's important to file complaints and leave reviews so that those who can make decisions can take action.

Old review

Although the park responded to this review with an email, writing there is a waste of time because they don't respond either. As always, it's just a way to maintain the image of being a serious place when they can't even reply to an email.

I am writing to express my dissatisfaction with the service I have experienced at your park on two separate occasions. As a season ticket holder, I purchased two tickets for $135 and $100 respectively. Despite my expectations for a smooth and enjoyable visit, both visits have been disappointing due to the unexpected closures of the park.

On both occasions, I had to pay for locker usage, only to find that the park was closed without any explanation or compensation. As someone who travels from Chicago, a two-hour journey each way, I find this lack of communication and consideration unacceptable.

I have checked the weather records, and there were no adverse weather conditions that would justify the park's closure on either visit. This leads me to believe that the park was closed due to insufficient attendance, which, while understandable from an operational perspective, should not affect the experience and expectations of paying customers.

As a responsible business, I believe it is your duty to absorb these operational costs and ensure that your customers receive the service they paid for. I request a fair compensation for the inconvenience and additional costs I have incurred due to these unannounced closures.

I would like to bring to your attention that one of the people holding a season pass will be returning to their country very soon. This is the second time they have had to spend money on gasoline and use their vacation time to visit a park, only to find it closed when the website indicates a different closing time. Considering that this person is a tourist, I had to take time off work to visit the park and encounter this unfortunate incident.

Additionally, the sudden closure was extremely disruptive. We had to ask to use the bathroom in a very humiliating manner to change clothes. I do not understand how you expect customers to rush out of the park in their swimsuits and get into their cars soaking wet when the park announces an abrupt closure. Employees should be trained for this situation. It is unacceptable to put up a sign closing the bathroom and denying basic rights to sanitary services.

Please take these reasons into account regarding the compensation I am requesting. I asked for two additional tickets or some other form of compensation and was told that, because it is a season pass, I am not entitled to these. I find this even more disappointing because, as a season pass holder, I have invested more money than if I had just purchased a one-day pass. Moreover, my trust has been betrayed on two different occasions, and I feel that I have wasted my money on this ticket since I have never been able to fully enjoy the parks.

Contacting customer service at these parks is pointless because they never respond. The city should regulate these negligent...

The lazy river, I opted not to go this time, I stood in the water at the exit, while my children went in. Boy 10 and girl 7. They looped twice with a 16 in foam kick board, however the third time they didn't come back after 15mins. Worried. I jump in and begin the ride. A ways ahead, after the arch fountains and fork with the bagoda I spot them up head on a bridge above, crying bc they're lost and don't know what to do. The lifeguard kicked them out mid way through the ride, at the other side of the park, leaving my children unattended to wander through the park to find their parents, about 400 twisting yards away, (No direct route or line of sight). Once i spot them on the bridge up above, I wonder How was i supposed to get to my kids, crying 😭 up above me? It's hard to hear over the roaring river sounds, Shouting and body language, I try to motion for them to follow along with me so I can get to them. I happen to be holding my empty six flags cup, bc I franticly jumped in looking for my kids. And I can be seen in the water standing walking through while looking up and out trying to motion my kids. And suddenly I hear a loud whistle from behind me, kamisha (the Lifeguard) she yelled at me to get out, bc I had my 6 flags cup. I asked her if she just kicked out two kids for having boogie boards? She yelled they couldn't have them in there. I asked again "but did you just kick out two children in the middle of the ride?" She said "they're right there" and pointed to my kids. I asked for her name, she turned away so I couldn't see her tag and said "what does that matter?" I asked again "what's your name". I think I saw kamisha on her tag when she turned back around. I went to the manager; I wanted to understand why my children were kicked out in the middle of the ride for a floating device. They weren't misbehaving or disturbing other patrons. There isn't a sign saying, they couldn't bring a floatation device. Several lifeguards allowed the kids to enter the lazy river with em, why was it a problem half way through? If people are allowed in the lazy river with just a life jacket, or without any flotation device at all, why is a kick board a problem? Furthermore why kick children out in the middle of the ride while their parent waits at the exit?? She didn't ask them where their parents were. She didn't explain to them they could finish the ride but would need to put them back. There was no compassion or consideration for the fact these guests are children. She whistled and told them to get out. They didn't understand why and didn't know what to do or how to get back to their parents. If you have such strict rules why aren't all lifeguards enforcing this? When speaking with the managers Will and Krystal, I wasn't given an explanation, I wasn't offered an apology. She said she understood why I'd be frustrated. "We'll have a talk with the guards" will said.

Seemed like empty words.

They endangered my young children making them exit the lazy river on the other side of the waterpark without their parent! ...

My daughter wanted a trip to Six Flags for her 16th birthday this past weekend instead of the annual birthday trip to the WI Dells. Her birthday on Saturday just happened to be the hottest day of the summer thus far so we decided we would go to Hurricane Harbor for the first time. We were all sadly disappointed and won't be visiting the Waterpark again. We have visited plenty of Waterparks and were just baffled at some of the rules and policies this park has in place. We got there about 10 mins before opening and there were already 3 long lines. I will say that the lines moved very quickly once the park opened. We headed straight in to hopefully find some chairs by the wave pool and were surprised when we realized there was only one small section that was free while the other 3-4 sections you had to pay to reserve. We found a picnic table under an umbrella to sit at for the day instead. We were looking forward most to the lazy river and wave pool. We had an entrance to the lazy river right by our picnic table. When we headed over we were told we couldn't enter there because the entrance was for rental tubes only. Once we actually found the main lazy river entrance we were all in disbelief that there was a line. I have never had to wait in line for a lazy river ever. Then we also noticed you were only allowed to go around once and then had to give up your tube for the next ones in line. The only way to receive unlimited trips around is to rent tubes. They allow people in also to free swim around the river which then creates overcrowding. I ended up renting 2 single tubes for a reasonable price of $10 per tube but wrist bands were required for the 2 people using them so sharing wasn't allowed. There was also alot of plant and tree debris in the lazy river as well. In my experience having unlimited tubes available for the lazy river and requiring a tube for everyone in the lazy river creates a more enjoyable experience for the guests and reduces the overcrowding. Also if actually spending money on the rental tubes, sharing should be allowed within your party. The wave pool was enjoyable besides the every so often random piece of debris that didn't end up in the garbage brushing up beside you. We didn't go down any slides as the lines were long and we would rather spend our time in the water with how hot is was. Also shoe cubbies outside of each attraction would be a great addition so guests don't have to burn their feet maneuvering around the park. In my opinion, the Waterpark portion looks for any way to get more money out of the guests in addition to actual admission ticket. We will be going elsewhere...