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Georgina J
Raw Chicken, Poor Customer Service and an Unhelpful Manager
Aqualand Maspalomas的点评
点评：We visited the park twice and had completely different experiences.
Our first visit was enjoyable. The park was relatively quiet in September, so we barely had to queue for the rides, which was a major positive. However, sunbeds and lockers cost extra, so be prepared for additional charges.
Our second visit was an absolute disaster, mainly because of the appalling food and the disgraceful attitude of the manager.
We paid £46 for two portions of chicken and chips. When the food arrived, the chicken was completely raw — grey, gooey and clearly barely cooked. This was not slightly undercooked chicken; it was visibly unsafe and should never have been served. We took it back expecting a basic apology and replacement. Instead, the manager was rude, dismissive and acted as though we were the problem.
He even refused to provide replacement sauces, despite us having paid extra for them. Obviously, we were not going to reuse sauces that had been contaminated by raw chicken.
The replacement food was just as unacceptable, only in the opposite direction. The chicken had been so badly overcooked that it was practically rubber ( i have included a picture, unfortunately i didnt take a picture of the raw chicken) It was completely inedible. We asked for a refund, but the manager refused.
While we were complaining, another couple overheard us and said their chicken was raw too. Rather than taking the issue seriously, the manager was equally rude and dismissive towards them. When my partner asked for his name, he replied, “Your wife knows,” before asking my partner for his name. This was an incredibly inappropriate, childish and unprofessional response from someone supposedly responsible for dealing with customers.
The manager eventually told us to go to the main entrance to arrange a refund. When we got there, staff told us they could not do anything and that only the manager could issue the refund. In other words, after refusing to refund us, he sent us somewhere that could not resolve the problem. It was a complete waste of our time and made the whole situation even more infuriating.
From speaking to other staff, it also did not sound as though the managers attitude towards customers and staff was an isolated issue. The other employees we encountered were friendly and helpful, but their efforts were completely undermined by the manager’s appalling behaviour. One rude manager should not be enough to ruin a customer’s experience, but in this case, he managed to do exactly that.
There were other issues too. Some of the slides had a significant amount of dirt at the bottom, presumably blown or fallen from the surrounding trees. Many of the ride queues are completely unshaded, so wear swim shoes or Crocs to avoid burning your feet on the scorching surfaces. Be careful when coming off the slides as well, because the pool floors are extremely rough. My sister cut her foot when it scraped against the bottom.
The rides themselves were enjoyable, and the park being quiet in September made the first visit pleasant. The parks were included with our hotel, so it was still worth having a day out overall. However, the food safety issues, refusal to provide a proper refund and the manager’s shockingly rude attitude made the second visit thoroughly unpleasant.
The park has some decent attractions and some genuinely lovely staff, but the management of this incident was unacceptable. Serving raw chicken is bad enough; responding to it with arrogance, refusing replacement sauces, providing inedible food and then sending us on a pointless trip to the entrance was beyond poor customer service. Based on our experience, I would strongly advise eating elsewhere and not expecting any meaningful help if something goes wrong.
Our first visit was enjoyable. The park was relatively quiet in September, so we barely had to queue for the rides, which was a major positive. However, sunbeds and lockers cost extra, so be prepared for additional charges.
Our second visit was an absolute disaster, mainly because of the appalling food and the disgraceful attitude of the manager.
We paid £46 for two portions of chicken and chips. When the food arrived, the chicken was completely raw — grey, gooey and clearly barely cooked. This was not slightly undercooked chicken; it was visibly unsafe and should never have been served. We took it back expecting a basic apology and replacement. Instead, the manager was rude, dismissive and acted as though we were the problem.
He even refused to provide replacement sauces, despite us having paid extra for them. Obviously, we were not going to reuse sauces that had been contaminated by raw chicken.
The replacement food was just as unacceptable, only in the opposite direction. The chicken had been so badly overcooked that it was practically rubber ( i have included a picture, unfortunately i didnt take a picture of the raw chicken) It was completely inedible. We asked for a refund, but the manager refused.
While we were complaining, another couple overheard us and said their chicken was raw too. Rather than taking the issue seriously, the manager was equally rude and dismissive towards them. When my partner asked for his name, he replied, “Your wife knows,” before asking my partner for his name. This was an incredibly inappropriate, childish and unprofessional response from someone supposedly responsible for dealing with customers.
The manager eventually told us to go to the main entrance to arrange a refund. When we got there, staff told us they could not do anything and that only the manager could issue the refund. In other words, after refusing to refund us, he sent us somewhere that could not resolve the problem. It was a complete waste of our time and made the whole situation even more infuriating.
From speaking to other staff, it also did not sound as though the managers attitude towards customers and staff was an isolated issue. The other employees we encountered were friendly and helpful, but their efforts were completely undermined by the manager’s appalling behaviour. One rude manager should not be enough to ruin a customer’s experience, but in this case, he managed to do exactly that.
There were other issues too. Some of the slides had a significant amount of dirt at the bottom, presumably blown or fallen from the surrounding trees. Many of the ride queues are completely unshaded, so wear swim shoes or Crocs to avoid burning your feet on the scorching surfaces. Be careful when coming off the slides as well, because the pool floors are extremely rough. My sister cut her foot when it scraped against the bottom.
The rides themselves were enjoyable, and the park being quiet in September made the first visit pleasant. The parks were included with our hotel, so it was still worth having a day out overall. However, the food safety issues, refusal to provide a proper refund and the manager’s shockingly rude attitude made the second visit thoroughly unpleasant.
The park has some decent attractions and some genuinely lovely staff, but the management of this incident was unacceptable. Serving raw chicken is bad enough; responding to it with arrogance, refusing replacement sauces, providing inedible food and then sending us on a pointless trip to the entrance was beyond poor customer service. Based on our experience, I would strongly advise eating elsewhere and not expecting any meaningful help if something goes wrong.
翻译：我们去了两次公园，体验却截然不同。
第一次去时体验不错。九月份的公园相对安静，我们几乎不用排队就能玩上各个游乐项目，这一点相当加分。不过，使用日光浴床和储物柜需要额外付费，所以要做好心理准备。
第二次去则堪称一场灾难，主要原因就是糟糕透顶的食物以及经理极其无礼的态度。
我们花了46英镑买了两份炸鸡配薯条。当食物送上来的时候……那只鸡肉完全是生的——呈灰色，黏糊糊的，显然几乎没煮熟。这可不是稍微有点生而已；它明显不符合食用安全标准，根本就不该被端上桌。我们把菜退回去，本以为会得到一个简单的道歉并得到替换餐品。然而，经理态度粗鲁、漠不关心，好像我们才是有问题的一方。
甚至在我们额外付费后，他仍拒绝提供新的酱料。显然，我们绝不可能使用那些被生鸡肉污染过的酱料。替换后的食物同样不可接受，只是情况相反。鸡肉被煮得过于软烂，简直像橡胶一样（我附上了照片，可惜没拍到生鸡肉的样子）。完全没法吃。我们要求退款，但经理拒绝了。
就在我们抱怨时，另一对情侣听到了我们的谈话，他们说他们的鸡肉也是生的。可店方非但没有认真对待这个问题……那位经理对他们同样粗鲁且漠不关心。当我的伴侣询问他的名字时，他回答道：“你妻子知道。”随后又反问我的伴侣叫什么名字。对于一个本应负责处理顾客事务的人而言，这样的回应极其不合适、幼稚且缺乏专业素养。
最后，经理让我们去正门处办理退款手续。当我们到达那里后，工作人员告诉我们他们无能为力，只有经理才能批准退款。换句话说，在拒绝给我们退款后，他又把我们送到一个根本无法解决问题的地方。这完全浪费了我们的时间，还让整个情况变得更加令人恼火。
从与其他员工的交谈中得知，这位经理对待顾客和同事的态度似乎也并非个例。我们遇到的其他员工都很友善且乐于助人，但他们的努力完全被这位经理糟糕的行为给破坏了。一个粗鲁无礼的管理人员本不该毁掉顾客的游玩体验，但在这件事上，他偏偏做到了。
还有其他一些问题。有些滑梯底部积满了灰尘，应该是从周围的树上吹落或掉下来的。很多排队区完全没有遮阳设施，因此建议穿上泳鞋或克罗克斯鞋，以免脚底被滚烫的地面烫伤。从滑梯上下来时也要小心，因为泳池底部极其粗糙。我妹妹的脚被底部划伤了。
那些游乐设施本身就很有趣，九月份时公园里人不多，因此第一次游玩体验相当愉快。由于酒店套餐中包含了公园门票，总的来说这一天还是值得的。然而，食品安全问题、拒绝给予合理退款，以及经理极其无礼的态度，让第二次游玩变得极其糟糕。
这座公园有一些不错的游乐项目，也有不少非常友善的工作人员。不过，他们对这次事件的处理方式实在不可接受。提供生鸡肉已经够糟糕的了；而他们态度傲慢、拒绝更换酱料、提供无法食用的食物，甚至还让我们白跑一趟到门口，这些行为简直就是极差的客户服务。根据我们的经历，我强烈建议大家去别的地方用餐，如果遇到问题也别指望能得到什么有效的帮助。
第一次去时体验不错。九月份的公园相对安静，我们几乎不用排队就能玩上各个游乐项目，这一点相当加分。不过，使用日光浴床和储物柜需要额外付费，所以要做好心理准备。
第二次去则堪称一场灾难，主要原因就是糟糕透顶的食物以及经理极其无礼的态度。
我们花了46英镑买了两份炸鸡配薯条。当食物送上来的时候……那只鸡肉完全是生的——呈灰色，黏糊糊的，显然几乎没煮熟。这可不是稍微有点生而已；它明显不符合食用安全标准，根本就不该被端上桌。我们把菜退回去，本以为会得到一个简单的道歉并得到替换餐品。然而，经理态度粗鲁、漠不关心，好像我们才是有问题的一方。
甚至在我们额外付费后，他仍拒绝提供新的酱料。显然，我们绝不可能使用那些被生鸡肉污染过的酱料。替换后的食物同样不可接受，只是情况相反。鸡肉被煮得过于软烂，简直像橡胶一样（我附上了照片，可惜没拍到生鸡肉的样子）。完全没法吃。我们要求退款，但经理拒绝了。
就在我们抱怨时，另一对情侣听到了我们的谈话，他们说他们的鸡肉也是生的。可店方非但没有认真对待这个问题……那位经理对他们同样粗鲁且漠不关心。当我的伴侣询问他的名字时，他回答道：“你妻子知道。”随后又反问我的伴侣叫什么名字。对于一个本应负责处理顾客事务的人而言，这样的回应极其不合适、幼稚且缺乏专业素养。
最后，经理让我们去正门处办理退款手续。当我们到达那里后，工作人员告诉我们他们无能为力，只有经理才能批准退款。换句话说，在拒绝给我们退款后，他又把我们送到一个根本无法解决问题的地方。这完全浪费了我们的时间，还让整个情况变得更加令人恼火。
从与其他员工的交谈中得知，这位经理对待顾客和同事的态度似乎也并非个例。我们遇到的其他员工都很友善且乐于助人，但他们的努力完全被这位经理糟糕的行为给破坏了。一个粗鲁无礼的管理人员本不该毁掉顾客的游玩体验，但在这件事上，他偏偏做到了。
还有其他一些问题。有些滑梯底部积满了灰尘，应该是从周围的树上吹落或掉下来的。很多排队区完全没有遮阳设施，因此建议穿上泳鞋或克罗克斯鞋，以免脚底被滚烫的地面烫伤。从滑梯上下来时也要小心，因为泳池底部极其粗糙。我妹妹的脚被底部划伤了。
那些游乐设施本身就很有趣，九月份时公园里人不多，因此第一次游玩体验相当愉快。由于酒店套餐中包含了公园门票，总的来说这一天还是值得的。然而，食品安全问题、拒绝给予合理退款，以及经理极其无礼的态度，让第二次游玩变得极其糟糕。
这座公园有一些不错的游乐项目，也有不少非常友善的工作人员。不过，他们对这次事件的处理方式实在不可接受。提供生鸡肉已经够糟糕的了；而他们态度傲慢、拒绝更换酱料、提供无法食用的食物，甚至还让我们白跑一趟到门口，这些行为简直就是极差的客户服务。根据我们的经历，我强烈建议大家去别的地方用餐，如果遇到问题也别指望能得到什么有效的帮助。
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