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Serious Safety Incident at Valley of the Waves – Outstanding Complaint and Lack of Feedback
Valley of Waves的点评
点评：Our visit to Sun City’s Valley of the Waves in December was nothing short of traumatic and deeply disappointing.
While attempting to use one of the tube slides, my friend specifically asked the staff member on duty at the top of the slide whether I was allowed to go down. We were given a clear yes. However, halfway through the slide, the water was switched off, leaving me stuck inside the enclosed slide.
What followed was shocking.
When I did not come out the other end, my friends and husband immediately alerted staff both at the top and the bottom of the slide. Instead of responding with urgency or concern, the staff were arrogant, dismissive, and unhelpful, repeatedly insisting that no one was inside the slide — despite multiple people raising alarm.
Only after a prolonged and stressful argument did they reluctantly allow my husband to go down the completely dry slide himself, to rescue me. That is the only reason I was able to get out.
This experience was terrifying for me and extremely distressing for my husband and friends who were forced to advocate aggressively just to get help. At no point did staff take responsibility, show concern, or act professionally.
We submitted a formal complaint following the incident. To date, we have received no feedback, no follow-up, no formal apology, and no acknowledgment from the Sun City team.
For a large, well-established, internationally marketed resort, this level of negligence and lack of accountability is appalling. The conduct of the staff was disgusting, and the absence of any response afterwards speaks volumes about how little guest safety and wellbeing are valued.
Parents with children should be extremely cautious. If this is how a trapped adult is treated, I shudder to think what could happen to a child in a similar situation.
Sun City may look impressive on the outside, but based on our experience, guest safety, staff training, and responsibility are sorely lacking.
While attempting to use one of the tube slides, my friend specifically asked the staff member on duty at the top of the slide whether I was allowed to go down. We were given a clear yes. However, halfway through the slide, the water was switched off, leaving me stuck inside the enclosed slide.
What followed was shocking.
When I did not come out the other end, my friends and husband immediately alerted staff both at the top and the bottom of the slide. Instead of responding with urgency or concern, the staff were arrogant, dismissive, and unhelpful, repeatedly insisting that no one was inside the slide — despite multiple people raising alarm.
Only after a prolonged and stressful argument did they reluctantly allow my husband to go down the completely dry slide himself, to rescue me. That is the only reason I was able to get out.
This experience was terrifying for me and extremely distressing for my husband and friends who were forced to advocate aggressively just to get help. At no point did staff take responsibility, show concern, or act professionally.
We submitted a formal complaint following the incident. To date, we have received no feedback, no follow-up, no formal apology, and no acknowledgment from the Sun City team.
For a large, well-established, internationally marketed resort, this level of negligence and lack of accountability is appalling. The conduct of the staff was disgusting, and the absence of any response afterwards speaks volumes about how little guest safety and wellbeing are valued.
Parents with children should be extremely cautious. If this is how a trapped adult is treated, I shudder to think what could happen to a child in a similar situation.
Sun City may look impressive on the outside, but based on our experience, guest safety, staff training, and responsibility are sorely lacking.
翻译：去年十二月，我们去太阳城波浪谷游玩，那次经历简直是一场噩梦，令人无比失望。
当时我正想玩一个滑道，我的朋友特意问了滑道顶端的工作人员，我是否可以一起滑下去。工作人员明确地回答“可以”。然而，滑到一半的时候，水突然停止了，我被困在了封闭的滑道里。
接下来发生的事情令人震惊。
我迟迟没有出来，我的朋友和丈夫立即通知了滑道顶端和底端的工作人员。然而，工作人员非但没有表现出任何紧迫感或关心，反而傲慢无礼、漠不关心，反复强调滑道里没有人——尽管有多人发出求救信号。
经过一番漫长而令人焦虑的争论后，他们才勉强允许我丈夫独自滑下完全干燥的滑道去救我。也正因为如此，我才得以脱身。
这次经历对我来说是一场噩梦，对我的丈夫和朋友来说更是痛苦不堪，他们被迫积极争取帮助。工作人员始终没有承担责任，没有表现出任何关心，也没有展现出任何专业素养。
事发后，我们提交了正式投诉。至今，我们仍未收到任何回复、后续跟进、正式道歉，以及太阳城团队的任何回应。
对于一个规模庞大、历史悠久、享誉国际的度假村而言，如此严重的疏忽和缺乏责任感令人震惊。工作人员的行为令人作呕，事后没有任何回应，这充分说明了他们对客人安全和福祉的漠视。
带孩子的家长务必格外谨慎。如果连一个被困的成年人都会受到如此对待，我简直不敢想象一个孩子在类似情况下会遭遇什么。
太阳城或许外表光鲜亮丽，但根据我们的亲身经历，其在客人安全、员工培训和责任感方面都存在严重不足。
当时我正想玩一个滑道，我的朋友特意问了滑道顶端的工作人员，我是否可以一起滑下去。工作人员明确地回答“可以”。然而，滑到一半的时候，水突然停止了，我被困在了封闭的滑道里。
接下来发生的事情令人震惊。
我迟迟没有出来，我的朋友和丈夫立即通知了滑道顶端和底端的工作人员。然而，工作人员非但没有表现出任何紧迫感或关心，反而傲慢无礼、漠不关心，反复强调滑道里没有人——尽管有多人发出求救信号。
经过一番漫长而令人焦虑的争论后，他们才勉强允许我丈夫独自滑下完全干燥的滑道去救我。也正因为如此，我才得以脱身。
这次经历对我来说是一场噩梦，对我的丈夫和朋友来说更是痛苦不堪，他们被迫积极争取帮助。工作人员始终没有承担责任，没有表现出任何关心，也没有展现出任何专业素养。
事发后，我们提交了正式投诉。至今，我们仍未收到任何回复、后续跟进、正式道歉，以及太阳城团队的任何回应。
对于一个规模庞大、历史悠久、享誉国际的度假村而言，如此严重的疏忽和缺乏责任感令人震惊。工作人员的行为令人作呕，事后没有任何回应，这充分说明了他们对客人安全和福祉的漠视。
带孩子的家长务必格外谨慎。如果连一个被困的成年人都会受到如此对待，我简直不敢想象一个孩子在类似情况下会遭遇什么。
太阳城或许外表光鲜亮丽，但根据我们的亲身经历，其在客人安全、员工培训和责任感方面都存在严重不足。
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