Let me start by saying that I work in a place of b...

Let me start by saying that I work in a place of business where we take Customer Service/Relations very seriously. We would not be in business today if we didn't. I have always held the Frederik Meijer Gardens in high regard. But after our last visit to Frederik Meijer Gardens which was very disappointing and upsetting, I now have a new opinion, unfortunately due to the staff behavior as well as their "hidden policies".

We were treated very unprofessionally by the Customer Relations/Admissions staff upon arrival. We had the idea of taking a few Prom pictures (for ourselves, by ourselves, not with a professional photographer) for our daughter's senior prom at the Gardens like we had previously done for my son's Senior Prom. I visited their website for hours and admission. We also called to inquire about taking pictures and in no way was I under any impression that a $300 permit was required.

Upon arrival, when trying to purchase admission for 3 adults and 2 students, the representative asked if we had a permit. I was puzzled and was advised we had to have a permit to enter the gardens and was directed to get in another line at the end of the counter. The second representative would not make any eye contact with me, but only repeat we had to have a $300 permit prior to arriving.

When I questioned this, I was told to wait. After about 5 minutes another representative was sent out to handle the situation. Again the policy was repeated. I asked if this was a new policy, as we were here a few years ago and only had to pay admission. I told her I did not see any information like this on the website and her response was "it is at the very bottom, under policies".

I imagine we were not the only ones turned away that were unaware of this policy. We traveled 30 minutes and I'm sure there were others who traveled further. I asked if it was because they had formal clothes and if we were there in regular clothes if we could still go in and take pictures. She shrugged her shoulders and said it was because we had "intent to take pictures". I am sure almost everyone visiting the butterflies was there with intent to take pictures. She told me it was because someone was hit in their parking lot a few years ago and now a permit is required and all guests have to have a security guard escort your party the whole time you are there. I can not imagine anyone would be in danger of being hit inside the Butterfly exhibit. This seems a bit extreme.

Even after all of the verbal explanation, I still am having a hard time finding anything that refers to a "$300 permit requirement". The very first line of their "Photo Guidelines" states... "Guests may take photos of public areas during normal business hours for personal use according to the photography policy". And then a few policies down..."Portraiture photography (posed photos i.e. senior pictures, engagement / bridal / wedding, family portraits, etc...) is not permitted without prior approval. Please contact Facility Rental to schedule a photo shoot fees apply and our Photography Agreement must be signed."

I understand why a business has to have certain policies in place, however the policies should be clearly stated and staff should be trained how to handle these situations with professionalism, grace and friendliness and maybe a even little compassion. I imagine they were sick of having to explain this all day and were no longer "in the mood" to even try be nice anymore by 4pm. I would not have left with such a bad taste in my mouth had anyone apologized for the situation. Instead we received rude and offensive body language and a poor explanation that this policy is buried on their website.

I would suggest clearly stating this policy on the HOME PAGE and/or HOURS & ADMISSIONS PAGE especially during Prom or Formal Dance seasons (and include "formal dance photos") so guests don't waste their time and avoid disappointment and frustration for everyone.