Extremely poor customer service in the membership department (especially Angel). We wanted to meet up with our son and grand kids at a time slot they had already signed up for. The time slot was available for non-members. We figured since they had a membership we would sign up for a membership as well, which we did. Then we went back to see if we could sign up on their time slot, not knowing that membership and non-membership times were different (a really bad concept to divide them). It was still available for non-members but not available for members. The next time slot for members was 3 hours later. So, after many attempts to contact membership service (including going through their operator multiple times), we eventually reached Angel in the membership department. The operator apparently doesn’t know or can’t do a warm transfer. We asked about cancelling the membership and just buying the non-membership for now. We were told too bad for our mistake of not reading the fine print which says nothing about having separate times for members vs non-members. We were just out of luck (no obvious common sense on Angel’s perspective and definitely no caring about customers). Many options she could have done: give us the non-member tickets or time slot or refunded the membership but no, she said to pound sand! Be aware of poor customer service with the zoo. If one department is like this, management probably allows it across the board.
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