Mo Chaudry responded to a series of reviews posted on the travel platform – where it is rated 3.5 / 5 and 28th out of 102 things to do in the region – which he says is compromising the reputation of the family attraction. .
He also called on online review sites such as TripAdvisor to “weed out inauthentic reviews and trolls,” StokeOnTrentLive reports.
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Among the negative comments were accusations questioning the company’s cleaning practices, with one saying the washrooms and changing rooms were “disgusting.”
Another added: “After the lockdown I thought the whole place would have been cleaned up, but I went today it was so crowded and the water was green. “
The color of the water was mentioned by a number of customers, who mentioned “the strange and green water”.
Several complained about queues for the slides and outside, and a 15-minute wait for a locker room. Concerns were also raised regarding the availability of lockers due to the number of people present at the site.
But Mr. Chaudry disagreed and said the facts told a different story.
He wrote: “To suggest that our place is overcrowded, unsafe or unhygienic is simply inaccurate and irresponsible. The facts tell a very different story.
“For example, we have voluntarily made the decision to operate at reduced capacity since reopening after the Covid lockdown – solely for the convenience of customers as they adjust to life in a public environment.
“We’ve also extended the daily hours of operation from two hours to seven to help distribute customers more evenly – at a significant cost to ourselves – simply because we want people to have a good time.
“We have a large number of lifeguards and pool guards on duty to ensure pool safety. “
Mr. Chaudry continued, “Almost all customers now book online and the introduction of half-hour slots means wait times are drastically reduced. We also have strong procedures in place to manage their three hour turnaround time on site.
“Our swimming pool water is rigorously and regularly subjected to microbiological tests, where no risk to health and safety has been revealed. “
Addressing the remarks on the shade from the pool water, he said, “As far as customers commenting on the green tint, we market ourselves as a tropical environment and think green is good! Much of our water comes directly from a highly ecological environment. drilling on our own site. “
The owner of the water park added, “The Waterworld complex is the best it has ever been. As part of a £ 12million investment, we expanded the park with four huge new rides, improved the poolside, added over 1,000 new digital lockers, more cabins, more showers and no more toilets.
“It’s time for online review platforms to take a much greater responsibility for fact-checking the reviews they allow to be posted and shared, and to weed out inauthentic reviews and trolls.
“We’re not perfect, but it’s important to put this small number of comments into perspective – since reopening in May, we will have welcomed over 150,000 very satisfied customers by the end of the summer vacation.
“And we listen to their point of view – that’s why Waterworld has become one of the UK’s leading indoor tropical water parks.
“Twelve million satisfied visitors over our 32-year history prove it. We are busy because we are good at what we do and pride ourselves on attracting visitors from across the country.
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