Shipwreck Island Water Park — Attraction in Jacksonville Beach

Date: June 13, 2025 To: [Water Park Management] Subject: Feedback Regarding Customer Experience on June 13, 2025

Dear Water Park Management,

I am writing to express my concerns regarding the customer service experience I had on June 13, 2025, while visiting your facility to celebrate my 13-year-old's birthday with my family of seven from South Carolina 💙

Yesterday, I called in advance to ask about water park information and ticket pricing for in-person purchases. Unfortunately, from the very beginning of my interaction, the staff I spoke with appeared disengaged, displaying unprofessional behavior such as eye-rolling and dismissive responses to basic inquiries. This set a negative tone even before our arrival.

Upon arriving earlier in the day, I purchased tickets for my family and then left to enjoy a meal together before returning to the park. When we came back before 3:00 p.m., a storm had started. I approached a staff member to inquire about the possibility of receiving a rain day ticket to return the following day. The response I received was curt and dismissive, with no explanation provided. When I requested to speak with a manager, another staff member wearing a blue shirt mentioned that they could not issue rain tickets until the weather situation changed.

As my family stepped outside, we noticed that the park had officially closed. After waiting approximately 30 minutes, we were informed that rain tickets would soon be distributed. At around 3:26 p.m., staff said they would issue rain tickets after the next lightning strike. Finally, at 3:45 p.m., the rain tickets were handed out.

Throughout this entire process, multiple staff members demonstrated visible frustration when approached with questions, rolling their eyes and responding in ways that felt unwelcoming. In any professional environment—especially one that serves families and children—this behavior is inappropriate and reflects poorly on the overall customer experience.

I want to emphasize that I remained polite and clear in my communication throughout, despite the attitude and lack of professionalism shown (staff I am referring to the black girl with the black shorts pant dancing but can't answer customer questions, the girl with the blue shirt the blue thats supposed to leading them) customer service should never feel like a burden to staff, and it's essential to remember that without the support of guests, operations like this would not be possible.

We plan to return tomorrow, June 14, 2025, and I sincerely hope for a more positive and professional experience—whether with different staff or with the current team demonstrating improved customer service standards.

Thank you for your attention to this matter.

Updated: June 14, 2025 Our second day experience showed noticeable improvement, with a better overall attitude and more professional staffing. As a family of seven visiting from South Carolina, we would rate our experience a 3.5 out of 5.

We remain hopeful that corporate leadership will continue to address customer concerns to ensure an even better experience moving forward. P.S I have lovely picture of your staff together, especially the one staff that was having challenges helping customers but can do dance moves, I am happy to forward picture to is corporate if you would like...

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