Dubai theme parks chief addresses customer complaints

However theme parks chief says cut-price entry tickets have been introduced so visitors get three parks for the price of one.

While the reaction to Dubai Parks and Resorts theme parks has been mostly positive, some customers complained that not all the rides were open. Antonie Robertson / The National

DUBAI // Weeks after the launch of the Dubai Parks and Resorts theme park hub, the company’s chief executive has addressed criticism made by some of the visitors to the Dh13.2 billion attraction.

While reaction has been mostly positive, some customers complained that not all the rides were open.

All the rides at Legoland and Legoland Water Park are fully operational, while at Bollywood Parks, only the Shah Rukh Khan-themed Don: The Chase 3D interactive ride is yet to open.

At Motiongate, the Lionsgate zone, which features two Hunger Games-inspired rides, will not open until March, and the Cloudy with a Chance of Meatballs-themed River Expedition, and some Shrek, Kung Fu Panda and How to Train Your Dragon rides in the park’s DreamWorks zone have yet to become operational – they will be opening “very soon,” said a spokeswoman.

Complaints about the rides not being opened were made on the travel website TripAdvisor.

Raed Al Nuaimi, chief executive of DXB Entertainments, owners of Dubai Parks and Resorts, said the park had a number of discount tickets for visitors to make up for the unfinished rides.

“We’re committed to providing our guests with the best customer experience, which is why we’ve put in place a variety of pricing packages that allow guests to enjoy their preferred rides and attractions,” he said.

Visitors are able to get a taste of all three theme parks – Legoland, Bollywood Parks and ­Motiongate – by taking advantage of an offer which runs until February 11, that allows access to all of the parks for Dh295 for one day, or Dh530 for two days.

IMG Worlds of Adventure indoor theme park, which also opened last year in Dubai, has been enticing visitors by reducing their rates from Dh300 per adult (Dh250 for children) to Dh195 (Dh150 for children).

Mr Al Nuaimi said visitor feedback on the parks was very important “not only to our destination but the overall industry in the region”.

“In three years, we accomplished something that has never been developed anywhere in the world – launching three theme parks, a water park, a retail and dining area and a hotel all in one destination and at the same time,” he said. “We are constantly gathering information and data, whether on the ground, in person, or through social media platforms.”

One visitor unimpressed by Motiongate was Sherine R, who commented on TripAdvisor last week: “We waited until January [to] visit thinking more rides will be open but that was not the case. Also, in addition to charging for the entry, the park takes Dh50 per car for parking!”

Bobby Bogdanov, a Bulgarian Dubai resident, did not feel that ticket prices provided good value for money.

“When it’s all open, this park will be amazing,” he said.

“But you need to open all the rides first, and then you can charge that much money.”

Sabah Khan was visiting with her husband and 14-month-old son Essa, on holiday from their home in Scotland.

She was unhappy there were not more rides they could take Essa on.

“Even the carousels at Motiongate and Bollywood Parks have strict height limits,” she said. “There is quite a lot open here though, and I definitely recommend families to come – just not couples like us with very young kids.”

Claire Price, a British software tester living in Mirdif, visited Legoland with her seven-year old son and was pleased.

“It’s great, and we don’t usually have to queue for the rides, which I’m very happy about,” she said. “We normally come here early and stay for the day.”

Hamda Al Murai, an Emirati from Abu Dhabi, was impressed by all the attractions at Motiongate, especially the hip-hop dance-themed theatre show, Step Up Dubai.

“They were so well rehearsed, it was like watching a movie, she said. “We could feel their energy on stage.”