Splash Lagoon — Attraction in Summit Township

Horrifying customer service handling a horrific experience we had with their unsanitary, unsafe conditions. My friend and I were both at their facility with our children on two separate days of the same week, and several members of both our parties that week ended up with various bacterial-related medical issues. My friend’s child even ended up in the ER!! He had a horrible bacterial eye infection. Her mother got a severe UTI. My poor daughter got a sore, itchy bleeding rash all over both her legs and belly (NEVER has struggled with rashes before). I had the most “mild” issue - a “hot tub folliculitis” rash that was small but incredibly itchy from the day we were there for just over a week, and I never get rashes.

Their customer service was atrocious. I submitted a comment online to report the issues, as did my friend. I got a voicemail and had to call back multiple times for days before they’d answer again. Danielle told me to report it to their aquatics team and that she would talk to the general manager. I left a voicemail with the aquatics team and they didn’t call back. I also never heard back from Danielle after she claimed she’d talk to the GM and be in touch. So I sent another message online to their team and suddenly got a call back when they realized they couldn’t just ignore me. Finally got through to the aquatics team, they filed a report and told me I’d be hearing back from their insurance company directly and that the GM would be informed. Days, weeks even went by with nothing (my friends was COMPLETELY ignored at this posting). No word from their insurance company which I was told would “contact me soon but they don’t know when” (when my friend finally got through after weeks of being virtually ignored by Danielle they told HER that the insurance company would contact her within 5 days - so they were lying to one of us). They told me that their pool water is tested multiple times a day, they told my friend it’s tested twice a week?? I specifically asked in my last online submission that they contact me in writing via email (since clearly they don’t know how to follow through on promised calls back) and, surprise again, they called me and left a message rather than emailing me as I specifically requested. They offered my friend free tickets to come back (which we will NEVER - we are not “Karen’s” looking for free passes by complaining. We are simply ticked off now that we’ve been ignored, lied to, and our issues haven’t even been addressed or a concern) but they never gave them to her. They said there’s nothing they can do for either of us. My friend even explored the idea of the bathrooms being an issue (we both only happened to use the same exact bathroom, no other bathrooms or locker rooms) and the aquatics member basically said “that’s possible, we do get very busy this season and sometimes are short on staff to keep up with everything” - so literally admitting they might have an issue that could’ve caused folliculitis, rashes, eye infections and UTIs among their guests and STILL refuse to make it right in any way. Sick, I am a small business owner and I would NEVER treat my customers so poorly. Not one call to check on our kids, no refund for our visits, no offering to cover my friends doctor bills, not even delivering on the free tickets they promised her. We are not crazy psychos looking for a million dollar lawsuit, just customers who had a horrifying experience and who watched our kids suffer for weeks after a “fun” trip and would appreciate some care and concern rather than being avoided and ignored. But, nope. Just huffy, rude conversations with Danielle clearly being ticked off she couldn’t ignore us into leaving her alone (if they would’ve just admitted their responsibility and offered a cheap, simple solution and feel our problems were at least addressed and wouldn’t have to pester them, leave reviews and warn all our friends to stop supporting them or report them to the health department and BBB which is clearly in order).

If I could give negative stars I would....

🌊I went to splash lagoon last week with my husband and three children the kids were excited their ages are 5,10 and 12 it definitely was a nice experience however there was some cons to this. 👍The price was good for the carpool special where you can get $149 entry fee for up to six members in the car. I felt pricing was appropriate for this water park. ✨The ice cream the arcade and the food was reasonable the ice cream wasn't that cold and felt like soft serve but the pricing was affordable. ✅Now the things that I did notice is that the staff is not as enthusiastic and approachable. The lifeguards are very young and two comfortable blowing their whistle every 5 seconds and half the time you don't know why they're blowing. I understand safety is important but the whistleblowing was overboard kind of took the fun out of it and gave me a consistent headache and whistle PDST. They young life guards were a little bit rude and overall it just put a damper on the fun level.

✨For example the wave pool I was just floating on my son's back and the whistle got blown at me and basically said none of that put my hands up and down whistle got blown at me saying none of that😳 So eventually I just got out the wave pool and watched my kids and watched everyone just standing there waiting for the waves

😐Majority of the water slides you have to scoot down with your butt because there wasn't enough water on the slide to have a consistent flow

😳The flow pool with the tubes I thought maybe would be relaxing however with all the lifeguards blowing whistles making sure you just sit on your tubes and not do anything I just did it once and did not return to it that was overwhelming it felt like you were breaking rules every second. They are literally standing there with the whistles in their mouth.Everything was so restricting that after a while you just sit and watch the kids..

⏩Overall it was a good practice water park for my kids but I will be looking for a different water park where they can express their self a little bit more as well as myself as a parent, I want to enjoy myself with my children not feel like I'm breaking rules every two seconds and the whistle blowing literally is overwhelming and that's all you hear going on every second.

🤔The lifeguard staffs are teenagers if not very young adults 18-20 so they can only focus on making sure the rules are being followed so sometimes safety can be overlooked: for example the orange water slide should have more cautions for the younger kids letting them know that the water at the end of the slide is on the deeper side making sure they can swim and that their head possibly can hit against the walls of the slide.

🤐Communication should be exercised instead of the whistle just being blown at people because that's not really letting people know what they're doing. When the whistle got blown at my child three times I literally had to walk up to the lifeguard and asked what is he doing and he said he was too tall to be in the kid pool which he was there with my 5 year old and I said okay. However for me the communication was better than blowing the whistle three times because my son didn't know and I didn't know what the whistle meant when he continuously blew it at us.

😉Overall it is a nice place to take your children however I don't feel a need to go back this year. I definitely think that more communication is needed a different approach than blowing the whistle every 1 minute and creating a more relaxing environment would be and improvement. And teach the lifeguards how to spot out children that are struggling swimming instead of pointing out every possible thing you see sucking the fun out of the limited slides and pools that are available to the consumers. More smiles from the staff and approachability would be nice. ✨That is my personal opinion and this is my honest review I gave it three stars because there is room for improvement. Especially with the slides that are having trouble giving you the experience of sliding down...

I had some time off of work and decided to take my 6 and 11 year old for a couple day trip to Splash Lagoon, our first indoor water park experience, 5 hours away from where we live. We went on a Monday and Tuesday in hopes it would be less crowded and enjoyable. We only had about an hour in the park before close the first day we got there. The next day, my kids were up early, ecstatic about spending the day riding water slides. As soon as 11am rolled around, we were in. There was seating on a mezzanine where you can see all the slides which allowed us to let our children go on their own. We did feel pretty safe the whole time even if we couldn't directly see them. But what became very evident quickly, and in the 8 hours we spent there, is that while there are rules, you do not need to follow them. The amount of kids running, and falling from running, the number of kids running up the stairs which by the way do not have matting to help with slipping which I don't quite understand, and these kids pushing right past other children, sometimes knocking them down. Older kids going on the few slides for real small kids and doing what they pleased. Groups of 10 going 1 right after the other on the unattended slides. All of this happening in front of life guards, zone captains, slide attendants, supervisors, and some others with polos and radios. And in 8 hours, while consistently watching this mayhem, directly in front of staff, I only saw two children get told to stop. Those children proceeded to keep doing what they were, and the staff simply shrugged their shoulders. I saw kids jump over stacks of inner tubes by the exit of the lazy river while supervisors were stacking them...and they said nothing. That afternoon, I found a supervisor and asked him if these behaviors should be called out to which he apologized and said yes. He said he would talk to the others about it. And guess what...he continued to let things happen around him without a word. Mind you, these rules are posted when entering with the understanding they will not be tolerated. It made it even better when upon leaving, Splash Lagoon posted an article about a group of children who were there while we were that they were so excited to host. We didn't know who they were at the time, but they were the rudest bunch of children we had met who almost repeatedly knocked down other children and no one said a word. For a place who prides itself on safety, they surely didn't display it during our stay. It was honestly more stressful and anxiety inducing always having to worry about our kids getting hurt due to others. If you are like most of the parents there, not concerned if your kids runs around and up wet stairs, then you'll be just fine. For those who are concerned for your kids safety, ensuring they walk everywhere and wait their turn, it's a nightmare.

My kids did have a blast but I can't see us going back because of all I mentioned. One nice thing was the holiday inn that we stayed in which was connected. We had a room right at the end of the hall on the 2nd floor, about a 30 second walk from the park entrance. This was very convenient. What wasn't so great was having a room on the front of the building and spotlights from the ground shining up keeping light in your room all night and the front desk staff not attempting to do anything to help correct the issue, such as a different room or discount after bringing up how it kept you up most of the night.

If you do go, highly recommend doing some of the add ins available to make the stay cheaper. We did quaker steak and lube for dinner with the $50 food card. If you want steak, avoid them. It...