Dear Mr. Ross,

I write this letter not as an attack, but as an impassioned plea from someone who deeply values what SeaWorld and Busch Gardens represent—or, more accurately, what they used to represent. These parks are more than just entertainment venues; they are sanctuaries for animals, educational hubs, and sources of joy and inspiration for millions of visitors. Unfortunately, under your leadership, they’ve become shadows of their former selves.

The disrepair of the parks is one of the most glaring examples of decline. As someone who once worked closely with the maintenance team, I’ve seen firsthand how underfunded and unsupported these critical departments have become.

The neglect is impossible to ignore. Broken and hanging lights mar the atmosphere, fountains that once brought life and vibrancy to the parks now sit dry and lifeless, trash collects in corners, and damaged siding goes unrepaired. These details may seem small on their own, but collectively, they paint a picture of a park in decay.

Perhaps the most heartbreaking example of this neglect is Journey to Atlantis, which was once one of the most iconic and beautiful attractions in the park. This ride captured the imagination of guests with its stunning design, immersive storytelling, and thrilling experience. Today, it stands in ruin—its grandeur faded, and its structures visibly falling apart. The decline of such a centerpiece attraction is a symbol of the broader problems facing the parks: a lack of care, a lack of pride, and a lack of vision.

A Solution: Dedicate resources to restoring the park’s appearance and attractions to their former glory. Implement a proper maintenance system, such as IBM Maximo, to ensure broken lights, damaged siding, and other small but impactful issues are promptly addressed. Prioritize major refurbishment projects for iconic attractions like Journey to Atlantis, ensuring they are once again sources of wonder and inspiration for guests.

The issues extend far beyond maintenance. Rides, which should be a highlight of the guest experience, are routinely understaffed and underutilized. Attractions are often operating without crucial team members, such as greeters and groupers—especially groupers, whose absence is not only inconvenient but unsafe. Instead of running rides to their full capacity with two or three trains, operations are consistently scaled back to a single train. Shiekra, for example, was only running one station the last time I rode it. Manta has been operating with just one station for over a year.

A Solution: Establish minimum staffing requirements for all rides, ensuring critical roles like greeters and groupers are always present. Fully utilize all available ride trains and stations to improve guest experience, reduce wait times, and maximize efficiency.

Even more concerning is the policy requiring ride operators to verbally call out "Scan Platform" for a visual inspection before dispatching. While I understand the intention behind this policy, it creates complacency among staff and confusion among guests. Rides are already designed with sophisticated safety systems to prevent unsafe dispatches, and this practice highlights a lack of trust in the training and professionalism of employees.

A Solution: Focus on proper training programs for ride operators and rely on the built-in safety systems of the rides. By emphasizing education and accountability rather than repetitive verbal policies, both employees and guests will benefit from a smoother and safer operation.

Accessibility is another area where the parks have fallen short. As someone with experience navigating the parks, I was struck by the lack of consideration for guests with food allergies. Currently, the only allergy-friendly location in the park is also the most expensive restaurant, making safe food options inaccessible for many families. This not only alienates guests with dietary needs but also sends a message that their concerns are an afterthought.

A Solution: Expand allergy-friendly food options to include a variety of quick-service locations throughout the parks. Ensure that employees at all food establishments are trained in basic allergy protocols to improve safety and confidence for guests with dietary restrictions. Making safe, affordable options more accessible would go a long way in improving the guest experience for everyone.

Perhaps one of the most disappointing changes has been the decline in the animal presentations. What were once exciting, engaging, and educational shows have become boring, soulless presentations that fail to capture the imagination of guests. In what appears to be an attempt to avoid criticism from animal rights groups like PETA, the shows have lost their heart and spirit.

Guests come to SeaWorld and Busch Gardens not just to see animals, but to be inspired by them. The presentations used to strike a perfect balance between entertainment, education, and conservation messaging. They captivated audiences while fostering an appreciation for the animals and the importance of their protection. At one time, the parks were so proud of these shows that they recorded them and sold them as souvenirs for guests to take home. That level of pride and confidence in the quality of the presentations has vanished, replaced by programs that feel like obligations rather than experiences.

A Solution: Reimagine animal presentations by combining excitement and education in a way that highlights natural behaviors and showcases the incredible bond between animals and their trainers. Focus on storytelling that inspires guests to care about conservation, without compromising animal welfare or appearing overly defensive. Guests should leave these presentations feeling moved and empowered, not bored and indifferent.

Ride times, closures, and modified schedules are another significant area of concern. The park’s app attempts to provide wait times and ride availability, but they are consistently inaccurate. Guests rely on this information to plan their day, yet they are left frustrated when ride closures, modified schedules, or extended wait times are not communicated clearly. Even the physical wait time displays in the park are often wrong, creating additional confusion and dissatisfaction.

A Solution: Improve the accuracy of ride wait times and availability updates on the park’s app and physical displays. Ensure that closures and schedule changes are clearly communicated to guests through real-time notifications. By prioritizing transparency and accuracy, the park can significantly improve guest trust and satisfaction.

If safety and operational issues weren’t troubling enough, the guest experience is further diminished by financial policies that feel exploitative. The 5% surcharge on all in-park purchases, coupled with already inflated food and beverage prices, alienates families who save for months to visit these parks. The surcharge feels like an insult on top of disappointment, especially when guests see no tangible improvements in the parks or their experiences.

A Solution: Eliminate the 5% surcharge and focus on transparent pricing. Reinvest revenue into visible improvements, such as smoother operations, better staffing, and enhanced guest experiences, to rebuild trust and loyalty.

SeaWorld and Busch Gardens are not just businesses; they are destinations with reputations built on excellence, safety, and unforgettable experiences. But under your leadership, the commitment to these ideals has eroded. If you cannot provide the resources, leadership, and care necessary to restore these parks to their former glory, I urge you to sell them to someone who will.

These parks, their animals, their Ambassadors, and the countless people who still hold hope for a brighter future deserve better. I implore you to make the right decision—not for profit, but for legacy.

Sincerely,
A Disappointed Advocate