How to Submit Surf Session Feedback or a Complaint

How is surf session feedback and complaints handled?

Surf session feedback is reviewed by the relevant team, and concerns may be checked against session footage, normal operating procedures, and allocated session capacity. Feedback is used to help inform the experience, and some issues are passed to Surf Operations or other teams for review.

What happens after feedback is submitted?

Once feedback is received via the contact form, it may be:

1. Acknowledged by Guest Services
2. Reviewed by the appropriate manager
3. Checked against session footage or operating procedures
4. Shared with the relevant team for review

What kinds of issues can be reviewed?

Feedback has been reviewed for issues including:

• Session flow and wave access
• Overcrowding or lineup pressure
• Early session finishes or end-of-session announcements
• Safety concerns in the water
• Facility issues such as hot tubs and shower water pressure

What if the issue is about facilities?

Facility concerns such as hot tubs or showers can also be raised. These types of issues are actively reviewed, and feedback is used to help improve the guest experience.

What if I want a credit or discount?

If a session operated within its allocated capacity, an additional discount or credit may not be offered. Feedback about the experience can still be shared with the relevant team for review.

Summary

Feedback and complaints are taken seriously, reviewed by the appropriate team, and used to help improve the overall experience. Session concerns, safety issues, and facility problems can all be raised through the feedback process.