Dollywood
Reviews and Complaints

I purchased season passes to Dollywood and Splash Country last year. Due to Covid the passes were rolled over to this year 2021, but again due to some risks due to Covid and a sick elderly mother who resides in my home and is susceptible to anything that could cause issues with her lungs and breathing being brought into her, I do not feel comfortable with visiting the parks this year again. I have been told that they will not roll the passes over again nor will they refund the amount of the passes back to me even though they have not been used, splash country only has a month left for the season and only 6 months of dollywood left to enjoy. I am a single mother who cannot afford to just blow money like that and I am very upset that I am having this issue.

My family and I visited splash country on 7/19/2021. I have never been more disappointed on a vacation than I was on this day. My child was racially discriminated against, and I am livid. My child and I attempted to ride a slide at the park and were informed that he did not meet the height requirements. I totally understand rules and safety precautions, although my son is 14 but well below average height. We knew before getting in line he may not be allowed to slide. once we reached the top of the stairs we were informed that due to safety reasons he was not going to be permitted to slide. We accepted the outcome and preceeded down the stairs. On our way down I noticed a small caucasian child on his way up. I then go back up the stairs to see if he would be permitted to slide. I watched this child all but be pushed down the tunnel in his inner tube until I asked if he would be measured, at this moment the same lifeguard (Ashlynn) who had denied my son access 2 minutes prior then decided it was appropriate to measure this child who was indeed not tall enough to slide. I am highly disappointed that race, not safety is the main concern at the dollywood parks. I spoke to two supervisor and they wanted me to believe that this was an isolated incident, but I doubt that is the case. I want to make the public aware that there is unforgivable, unfair treatment being overlooked at this facility.

Very Very disappointed in Dollywood! The photos and all that we had seen looked beautiful. Along with shops and food. We got to the park early and it was NOTHING like what we saw. Things are outdated rides and areas of the park. For how much we pay to get in we thought it would be wonderful. A lot of things were closed rides and snack eating places. Couldn't find the day cups at any of the beverage places. The photo day pass was not working. Places to eat or get snacks/drinks had long lines due to maybe a handful of places only being open. Also the shows that everyone talks about was not playing either. So we come to Dollywood for the wonderful shows and nothing was showing. For how much we paid for 5 adults was way over priced. Very upsetting!

I have been trying to contact someone to purchase a season pass to the Dollywood... For a couple of weeks. I have left my number for return calls... Two or three times they call back a hang-up... Not sure why... Starting to think u may not what me and the three other people at your park... Very sad in a time when you should be extending your hand to help make people put a smile on their face instead adding to heartache

I received notices from Dollywood via mail and e-mail that my season pass will expire on 6/15/2021. i would like to renew it before it expires, but I can not reach anyone at Dollywood. I have spent hours on the phone, but no one ever picks up. I have left my number several times in the que for a call-back, but no one has ever called back. I have had a Dollywood Senior Gold pass member for many many years and would hate to lose my pass; however, I can not go to Pigeon Forge before June 15 and can not reach anyone by phone. I have also sent e-mails, but have not received any replies. In the past, I have always renewed over the phone (have problems with the internet). I would like some help please! [protected]

Customer service extremely rude. Try to over charge for our passes. Treat customer with disrespect. No more passes for us. And we were told they don't care. Really sad

Dollywood spends millions on advertising. I have not found the advertising content so misleading as I have their website which gives a customer service phone number, but lets customers hold for hours without an answer; gives the opportunity to hold your que and by entering a phone number for a host to return the call but that never happens. I ask, how can one plan a trip to Dollywood when questions are not answered on their website and phone calls are not returned? That is extremely poor customer service. Perhaps Dollywood needs to spend less on advertising and more on customer service. I'm not sure we will ever buy passes again.

I went Friday April 14 for the first time in over a year. I went to Section A for Handicap and found that it was being paved. I had to park in Section D/E. Both my friend & I are seniors. The park was closed on Tuesday & Thursday. Why not do the pave on those days. You could have had Section B for the Handicap. I've been a Dollywood member since 1984. I will not renew my Gold pass anymore. The shows were far below the standards of Dollywood. Seniors go to the shows not the rides. I'm very disappointed in the park.

I am currently at your job fair at Dreammore Resort with my niece. We both came to get information and apply for a job. We approached the woman at check in, Everett is her last name, she cut me off, and hasn't helped me at all after helping my niece. I was interested in learning more about a job with Dollywood, and she is very dismissive, even ignoring me standing at the check in desk a second time to try to ask questions.

Today's visit to Dollywood was a complete nightmare. Rude employees, ridiculous Covid-19 rules and the crowds were unbelievable. We waited in extremely long lines for everything! Food and drink included... 1.5 hours in a line to feed young children is not acceptable. Interrogating toddlers as to how old they are, so they can be forced to mask is also unacceptable. Rude employees yelling at us to pull our mask up was the epitome of hostile. We will not be returning and several others agreed as we were waiting in yet another line to exit the park. Too many people, too many insane rules (is this America?) and too many rude employees! We will not be returning, and we aren't the only family from today's experience to share this sentiment.

I called back in august to get a refund for my Dollywood passes due to Covid and didn't want to expose my family. I worked in an emergency room so I was exposed everyday. Well I called several times between august and January to only get the busy signal to ask about my refund. It is now March 2021 and they are now telling me that I don't qualify for a refund because we used our passes in Nov. b4 new season passes 2020 they left a note. They didn't call me to tell me I didn't get it. I called several times and Cldnt get through. So $535 is wasted I have friends that also went in nov. and they got their season passes rolled over all upgraded to gold and also gave them splash country passes as well. I'm very disappointed. I want my season passes to at least roll over to current season.

I originally filled out a contact form online a week before Thanksgiving asking for a refund of our passes we reserved because we had to cancel our trip due to covid. They emailed me back within one day saying I needed to call to get a refund. I called several times and after waiting on hold countless hours I left my phone number in the queue to get a return call each time. I have never heard back from them. So I have filled out several contact forms online again asking for call and have not heard back or even gotten a response to them. From the looks of it on facebook many other people have not been able to get in touch with any customer service representatives.

My name is Randy Creech and my wife is Jill Creech. We have purchased season passes for Dollywood for years and enjoy going to the park. Our card numbers are 2718991 and 2718989 (Gold Pass) respectively. We purchased our season passes for 2020 in December of 2019 as we do this prior to the park closing each year.
Due to the Covid virus entering the United States in January 2020, we made a health decision not to attend the park this entire season. Due to our ages of 72 and 67 respectively, we felt that our age is a factor in our decision not to go to any indoor large crowd events or outside for that matter. At this point the virus has killed thousands of Americans so we wanted to avoid crowds all together this year and into 2021. Even though a vaccine is now available, we do not wish to attend the park.
I have written three emails stating the above and requesting a refund, but to date have not received a reply. We would appreciate consideration of our situation and refund our full yearly admission price (we have not attended the park at any time this year). We look forward to receiving your prompt reply to our request. We look forward to better days and hope to renew our pass at some point in the future when we feel it is safe for us to attend the park. Thank you.

Randy & Jill Creech
355 Park Estates Lane
London, Kentucky 40744

Phone: [protected]

I purchased tickets for 10/28/2020 for my daughter's birthday so we could see Pumpkin Luminights for the 1st. We were unable to attend due to the inclement weather. We saw online where it allowed us a chance to use the tickets up to 5 days from the time of purchase as there are no refunds. We attempted to utilize the tickets on 2 separate days and was unsuccessful on both of them due to the park not being open even though it stated that it was on the website. We have attempted to phone in a complaint but that hasn't been helpful either as no one answers the phone and when you ask them to call you back they have not. At this point all I would like is a refund.

Time saver passes sold out! I wasn't informed that you had to buy them ahead of my arrival date🤬🤬

We purchased 3 day tickets and of these 3 days we got to go 1. The other 2 days the parks closed early or the rides were closed due to bad weather, over 10 miles away. We were even told by one of the employees to "head to the front gate, if we did not like it". We did just that. This was the worse trip we have ever had and will never go back or recommend dollywood to anyone. I have requested a refund and have tried multiple times to talk to someone. I did finally get through on the phone once and they were to call me back. I am trying again today and have been on hold for over 2 hours! This is the worse customer service I have ever known.

My wife and I tried to make reservations for a getaway weekend and was denied due to our income level. I am a disabled veteran who received the bronze star from desert storm and get 1500 per month. My wife is also disabled and receives a 783 per month. I am really disappointed that Dolly Parton would allow this type of discrimination to occur. We didn't make enough to stay at her resort.

Cpl. Aaron Benson USMC disabled

I visited Dollywood yesterday 8/31/2020 with my 2 adult children. We witnessed an instance that made us feel uncomfortable and set a negative mood for the day. We were seated on trolley C to ride to the entrance. A Latino family (I describe them in that way because it's relevant to the situation) As they entered they were repeatedly instructed in a harsh tone by the attendant in the back, Maryann, to take the children out of the strollers. They willingly accommodated and were trying to hurry but evidently not fast enough for Maryann. She was harshly repeating and finally said "I guess they can't understand me" That was a reference to their Latino heritage. My children and I were appalled by the racist comment! I wanted to go and hug the family and apologize for the racist comment. I feel this isn't how you want Dollywood viewed, as a harsh racist company.

Regards,

Cheryl Snapp

By the old car restaurant at the dipping dots the man was rude and wanted to know where (what station) I bought a refill cup. What does that matter? I paid my money for a refill cup and this was very disheartening. I thought Dollywood was supposed to be friendly. Very disappointed in the rude staff member. Not sure if we should come back again or not :(

I received a hateful message on messanger from a Pete Owens my Facebook has apparently been hacked but his smart [censored] hateful tone I will not deal with. Yes I did work Dollywood till 5/1/20 my family is part of ogles and we always spoke highly of Dollywood to the people that always rent our vacation homes but not now. I will not tolerate rudeness and accusing. It's a shame that he is the one that represents UCB a nice family place. Dollywood owner needs any help screwing up the image it's had how issues over the weekend? We will send all of our renters to soaky mountain. If this guy contacts me agian I will go legal and he had been reported to Facebook for harassment