I run ‘UK’s no1 indoor tropical theme park’ families complain but the customer is NOT always right | The Sun

AN owner of the ‘UK's best indoor water park’ has claimed the customer is NOT always right after his pool was blasted by angry families.

Waterworld, in Stoke-on-Trent, has more than a thousand 'poor' or 'terrible' reviews on TripAdvisor, with a 50-50 split of positive and negative comments.

However, Mo Chaudry, who owns the attraction has repeatedly lashed out at negative reviews.

He says that the comments are "not based on fact" and insists that many of the bad reviews are "non-genuine" and posted by "trolls".

The owner said: "Not only are some of the comments unjust, they're actually lies. Very few people complain on the day and when they do we deal with them as best we possibly can.

"We understand that it's all about customers having a great time but we don't agree that 'the customer is always right'. Customers can sometimes be wrong and we have to deal with that and address it."

This comes just two months after the water park was evacuated after swimmers were struck down by a mystery illness.

The evacuation was triggered when 46 customers reported symptoms including nausea and breathing difficulties.

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Online complaints have centred around hygiene issues and "hidden charges" on lockers and parking.

A scandal rocked Waterworld after a shocking photo surfaced showing the pool to be a "weird green" colour, although tests confirmed that it was safe.

Mr Choudry again lashed out over the accusations, saying: "We have invested millions in this business including improvements to front of house, the restaurant, extending the outdoor pool, new waves and disinfectant systems, new changing rooms and lockers and of course the new slides – so how can anyone say it's old and tired?

"That's just wrong. We have transformed this into an amazing resort.

"As a business we care and it disappoints me that some people will just mouth off, subjectively."

The water park's director, Wayne Goodall, insists that standards are kept high and safety precautions are in place.

"We have a team of lifeguards who come in at 8am, they're responsible for checking the cleanliness, tidiness and health and safety of the resort.

He added that the pool is checked every day for sharp edges and other safety issues.

Meanwhile, "The water is tested every two hours, particularly the chlorine levels and the PH levels which can be adjusted when needed."

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A spokesperson for Waterworld has said that "TripAdvisor is renowned for being the forum for disgruntled individuals to slander businesses and it is disappointing that there is no fact-checking or policing of these reviews.

"Waterworld advises your readers to look at our Google reviews, of which there are twice the number, and plenty of 5-star reviews recently."

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