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  • We purchased tickets through Living Social to ride the High Roller. We went to the ride and were told to go to the concierge and exchanged them for tickets, everything was good until we were told that it was down for scheduled maintenance, we then came back at the we were told and it was still down, but now with no ETA as to what time it would be up. We were then told we had to get a refund from Living Social that there was nothing they could do for us. We in turn asked to speak with a Mgr. Her name was Carolyn, instead of trying to find what she could for us or find our length of stay and offering tickets for another day or time, she said that there was nothing she could do, To go get a refund from the third party. When we asked how we needed to do this she became overwhelmed and called her security guard, Lee over to make us leave. My husband did not make any gestures of hostility or raise his voice to her to instigate this reaction. As we were leaving Lee went to put his hand on me to ensure I was leaving and I stated "Don't you dare put your hands on me, you are not allowed to touch anyone as a security guard." Lee then said "I can't help it if its an accident." I then said "You have no right to touch me." And left. We went to the concierge explained what happened, they made our vouchers were unreserved and proceeded to the main office to find out who is Carolyn's Mgr. was. His name is Jim Donahue. After explaining again the Security Mgr. Chris (who was very helpful and understood how not to escalate an already escalated and stressful situation) tried to call for Jim to come and speak with us but he was to busy. So, we ended up with Carolyn again. Not only did she come with an attitude stating (her exact words) "How can I help you again?" Then instead of listening to my husband speak, she proceeded to talk over him saying that it wasn't her fault that things were unorganized, but resorted to putting the blame on her marketing department. Realizing he was going nowhere with this he left. On another note, I wouldn't want to be in Jim Donahue's shoes, having to deal with customers Carolyn has previously delt with.
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