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Hotel Cascada Waterpark and Living Social Review Part 1

on June 21, 2014

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We had an interesting experience with Hotel Cascada in Albuquerque, New Mexico and with the deal site Living Social. I will be doing this review in 2 parts so it’s not as long. This portion covers our experience with Living Social and Part 2 covers our experience with Hotel Cascada. You can find Part 2 here: Hotel Cascada and Living Social Review Part 2.

We love using Groupon to find great deals on local events, activities, restaurants, and on goods! I have had mostly good experiences with them so I figured I’d give the site Living Social a try since they seemed to have different deals. I happened to see a deal for the Hotel Cascada Waterpark listed a while back. I purchased 2 tickets – one for myself and one for my little girl. With Groupon we always get reminders when our deals are getting close to expiring so I expected the same with Living Social. I came to find out that they do not send reminders, or if they do I didn’t get mine for the Waterpark deal.

By chance I went on to Living Social to look for something and realized our Waterpark vouchers were expiring that same week. I had been working A LOT and rarely had a day off, but I did have a Wednesday off that week. I checked the Hotel Cascada Waterpark website only to find that they are open really random times and days. And of course, they were not open on Wednesdays. That was the last day we could use our vouchers. I called and spoke to a customer service woman and explained the situation. I asked if we could come in on Thursday, just one day after they expired, and use them. I was told no, and that we would have to pay full price. Now with other companies, they will often accept your voucher if it has just expired recently. The reason is because they are awesome companies who really care about the customers and want them to enjoy their experience. Hotel Cascada seemed to only care about the money.

I called back and ask to speak to someone in charge. I was transferred to his line and got his voicemail. I left a message that was never returned… His name is Josh. I then went on their Facebook page and left a review in a post. I received a reply comment from them asking me to message them. I did that the Friday of that week. I didn’t hear back from them for days until I left another comment stating that I hadn’t gotten a reply. I was told they were “trying to figure it out with their staff” and that they would get back to me. They never did… I called back again and finally got someone who seemed to care named Patrick. He told me my vouchers could not be used but he would let us come in free. We set up a day, he apologized repeatedly, and he told me our passes would be available when we went in. I thought things would go more smoothly now! Wrong.

I called Living Social to ask for a refund. I paid my hard earned money for the vouchers and if I couldn’t use them I wanted a refund. The first woman I talked to was awful. She kept telling me there was nothing she could do. She called and talked to Patrick who repeated what he and I discussed, and she told me that because he and I worked something out that I didn’t need a refund. Really?! After all I went through with them and the fact that Living Social failed to notify me of the vouchers coming close to expiring were good enough reasons for me. These sites give “Satisfaction Guarantees” and yet she didn’t want to honor that. At one point she put me on hold and then hung up on me! I called back again and got a much nicer woman, who told me money back to my card was impossible, but getting Deal Bucks (like credit to use on future deals) was possible. I was put on hold while she got approval, and then she took care of it. I was refunded the full amount in Deal Bucks which wasn’t my first choice, but it was still a better resolution than getting nothing!

I now have $25 in Living Social Deal Bucks to use in the next year. The experience definitely left a bitter taste in my mouth about this company. I plan to use their site only if I can’t find the deal somewhere else and it’s an EXTREMELY good bargain. Once my $25 is spent, I am unsure if we will continue using them. They do have benefits, such as knocking a couple bucks off of deals randomly. But the customer service I experienced and the hassle they put me through was a big turn off. If they start to get their act together and treat customers better, maybe I’ll see them in a better light.

Don’t forget to read the second part of this review on the Hotel Cascada Waterpark!

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One response to “Hotel Cascada Waterpark and Living Social Review Part 1

  1. […] Hotel Cascada Waterpark and Living Social Review Part 1 Jun […]

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