Our Director of Guest Services, Brieanna G***, has been in contact with [redacted] and offered to extend her deposit for a future reservation [redacted] was satisfied with this outcomeShe was booked on a rate code which is significantly discounted that is why it is non-refundableWe extended her deposit as a gesture of hospitalityThank you
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: From: [redacted] ***< [redacted] @***.com>Date: Wed, Oct 7, at 5:PMSubject: Re: Your complaint has been receivedTo: [email protected] issue has been resolved.Thank you, [redacted] ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: This does not answer my original complaint! I am askin for the $since I left their pool in hrs of me being thereI quickly complained to the Front desk and advise them of the unsanitary conditions in the wave pool they seem to not care and the only thing they said was for me to check out early the next morning and I didn't I'm asking for my my first nice day to be refunded since I did not get to utilize their pool according to their advertisement that it's clean it was not and my children became extremely ill I received my credit of my second night already I'm waiting for my first night Regards, [redacted] ***
To Whom It May Concern:
This response is in regards to the complaint submitted on
Oct 6, about Great Wolf Lodge
Our resort has a rigorous and solid program with regard to the
inspection, prevention and treatment of bed bugsOur staff is trained to spot
the signs of bed bug
activity as part of their daily inspection, and know how
to respond appropriately and immediately on the rare occasion when they are
foundThis includes daily inspection of the rooms, beds, and box springs in an
attempt to identify any possible activity. In addition, part of our bed
bug prevention and identification system is to call an outside pest control
company to conduct further inspection if there is suspicion of bed bug
activity
On October 4, *** *** notified our
Housekeeping Manager, stating she believed there were bed bugs in her suiteWe
immediately took action and placed the room out of service and conducted a room
inspectionWe did not find any evidence of bed bugs but as a further step, contacted
an outside pest control company to come and inspect the room We have
also been in contact with *** *** and resolved her concerns and issued her a
refundPlease consider this matter resolved
We are sorry that *** *** feels the conditions while she was were
here did not meet her expectations
Everyday there is a cleaning process that takes place
throughout the Lodge and that does include the waterparkIn the waterpark floors
are pressure washed days
a weeks and in addition we use a sanitizing chemical
that is put down on tables, chairs and floors to help sanitize
If there is something that another guest gets in the
pool our process to clean it up immediately is done and we follow the
guidelines set forth by the CDCAll of our pools are sanitized by chlorine and
these chemical levels are checked every hour which exceeds the state
requirementIn addition, an outside lab also does water samples once a week so
that they can identify any thing that we would not be able to see which
include recreational water borne illnesses or any organic matter
We work closely with the Department of Health so that we are
in compliance and they do make routine checks on our facilityUnfortunately,
we cannot control if other guests are ill and use our facilityJust like at a
school or child care center, kids do pass things easy through touch points like
handrails and door knobs no matter how much you sanitize
In regard to the refund, *** ***'s credit card
was credited back on 2/26/because she did not stay the second night and that
was refunded in the amount of $ Different credit card companies do have
different posting policies for credits, so the holdup may be on the credit card
companies side and would be best answered by them
Our Director of Guest Services, Brieanna G[redacted], has been in contact with [redacted] and offered to extend her deposit for a future reservation. [redacted] was satisfied with this outcome. She was booked on a rate code which is significantly discounted that is why it is non-refundable. We...
extended her deposit as a gesture of hospitality. Thank you.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
From: [redacted]<[redacted].com>Date: Wed, Oct 7, 2015 at 5:04 PMSubject: Re: Your complaint has been receivedTo: [email protected] issue has been resolved.Thank you,[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
This does not answer my original complaint! I am askin for the $239.70 since I left their pool in 2 hrs of me being there. I quickly complained to the Front desk and advise them of the unsanitary conditions in the wave pool they seem to not care and the only thing they said was for me to check out early the next morning and I didn't I'm asking for my 239 70 my first nice day to be refunded since I did not get to utilize their pool according to their advertisement that it's clean it was not and my children became extremely ill . I received my credit of my second night already I'm waiting for my first night .
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[redacted] is correct; generally our cancellation policy is: You have up to 7 days prior to arrival to cancel with a fee of 15% of your deposit, however, the promotion he booked under was "[redacted]". Page 2 of [redacted]'s confirmation (attached) states: "Cancellation fees can...
vary by promotion and may be non-refundable at the time of booking.As a gesture of good faith we have refunded [redacted] minus the 15% cancellation fee.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I would like to clarify that I do not believe I used a promotion code of [redacted] (I believe it was ESAVE). I would also like to clarify that the e-mail confirmation letter I received from them does not match the confirmation letter provided to you by Great Wolf Lodge. The version they submitted has a paragraph specifically stating that the deposit is nonrefundable. The version I received (which is attached to this e-mail) does not have that paragraph; it only says "You have up to 7 days prior to arrival to cancel with a fee of 15% of your deposit. If you cancel 4-6 days prior to arrival, there will be a 30% fee, and 3 days or less of arrival, the deposit becomes non-refundable. Cancellation fees can vary by promotion and may be non-refundable at the time of booking." Their reliance on the final sentence of this paragraph to claim "I should have known" that my deposit wasn't refundable is simply puzzling to me.Despite the inaccuracies in their response, the resolution offered by Great Wolf Lodge (refund of 85% of the deposit) is acceptable to me. They characterize it as a "good faith offer"; as I see it, they have simply decided to do the right thing in light of the circumstances.
Regards,
[redacted]
Our Director of Guest Services, Brieanna G***, has been in contact with [redacted] and offered to extend her deposit for a future reservation [redacted] was satisfied with this outcomeShe was booked on a rate code which is significantly discounted that is why it is non-refundableWe extended her deposit as a gesture of hospitalityThank you
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: From: [redacted] ***< [redacted] @***.com>Date: Wed, Oct 7, at 5:PMSubject: Re: Your complaint has been receivedTo: [email protected] issue has been resolved.Thank you, [redacted] ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: This does not answer my original complaint! I am askin for the $since I left their pool in hrs of me being thereI quickly complained to the Front desk and advise them of the unsanitary conditions in the wave pool they seem to not care and the only thing they said was for me to check out early the next morning and I didn't I'm asking for my my first nice day to be refunded since I did not get to utilize their pool according to their advertisement that it's clean it was not and my children became extremely ill I received my credit of my second night already I'm waiting for my first night Regards, [redacted] ***
To Whom It May Concern:
This response is in regards to the complaint submitted on
Oct 6, about Great Wolf Lodge
Our resort has a rigorous and solid program with regard to the
inspection, prevention and treatment of bed bugsOur staff is trained to spot
the signs of bed bug
activity as part of their daily inspection, and know how
to respond appropriately and immediately on the rare occasion when they are
foundThis includes daily inspection of the rooms, beds, and box springs in an
attempt to identify any possible activity. In addition, part of our bed
bug prevention and identification system is to call an outside pest control
company to conduct further inspection if there is suspicion of bed bug
activity
On October 4, *** *** notified our
Housekeeping Manager, stating she believed there were bed bugs in her suiteWe
immediately took action and placed the room out of service and conducted a room
inspectionWe did not find any evidence of bed bugs but as a further step, contacted
an outside pest control company to come and inspect the room We have
also been in contact with *** *** and resolved her concerns and issued her a
refundPlease consider this matter resolved
We fully refunded *** ***'s birthday package onsite, in person, and we provided a resort credit, which she accepted
We are sorry that *** *** feels the conditions while she was were
here did not meet her expectations
Everyday there is a cleaning process that takes place
throughout the Lodge and that does include the waterparkIn the waterpark floors
are pressure washed days
a weeks and in addition we use a sanitizing chemical
that is put down on tables, chairs and floors to help sanitize
If there is something that another guest gets in the
pool our process to clean it up immediately is done and we follow the
guidelines set forth by the CDCAll of our pools are sanitized by chlorine and
these chemical levels are checked every hour which exceeds the state
requirementIn addition, an outside lab also does water samples once a week so
that they can identify any thing that we would not be able to see which
include recreational water borne illnesses or any organic matter
We work closely with the Department of Health so that we are
in compliance and they do make routine checks on our facilityUnfortunately,
we cannot control if other guests are ill and use our facilityJust like at a
school or child care center, kids do pass things easy through touch points like
handrails and door knobs no matter how much you sanitize
In regard to the refund, *** ***'s credit card
was credited back on 2/26/because she did not stay the second night and that
was refunded in the amount of $ Different credit card companies do have
different posting policies for credits, so the holdup may be on the credit card
companies side and would be best answered by them
Our Director of Guest Services, Brieanna G[redacted], has been in contact with [redacted] and offered to extend her deposit for a future reservation. [redacted] was satisfied with this outcome. She was booked on a rate code which is significantly discounted that is why it is non-refundable. We...
extended her deposit as a gesture of hospitality. Thank you.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
From: [redacted]<[redacted].com>Date: Wed, Oct 7, 2015 at 5:04 PMSubject: Re: Your complaint has been receivedTo: [email protected] issue has been resolved.Thank you,[redacted]
We are contacting the guest to secure the credit card information so we can refund the $13.00.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
This does not answer my original complaint! I am askin for the $239.70 since I left their pool in 2 hrs of me being there. I quickly complained to the Front desk and advise them of the unsanitary conditions in the wave pool they seem to not care and the only thing they said was for me to check out early the next morning and I didn't I'm asking for my 239 70 my first nice day to be refunded since I did not get to utilize their pool according to their advertisement that it's clean it was not and my children became extremely ill . I received my credit of my second night already I'm waiting for my first night .
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We were able to speak to [redacted] on the phone and resolved her concerns by offering her a return stay.
[redacted] is correct; generally our cancellation policy is: You have up to 7 days prior to arrival to cancel with a fee of 15% of your deposit, however, the promotion he booked under was "[redacted]". Page 2 of [redacted]'s confirmation (attached) states: "Cancellation fees can...
vary by promotion and may be non-refundable at the time of booking.As a gesture of good faith we have refunded [redacted] minus the 15% cancellation fee.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I would like to clarify that I do not believe I used a promotion code of [redacted] (I believe it was ESAVE). I would also like to clarify that the e-mail confirmation letter I received from them does not match the confirmation letter provided to you by Great Wolf Lodge. The version they submitted has a paragraph specifically stating that the deposit is nonrefundable. The version I received (which is attached to this e-mail) does not have that paragraph; it only says "You have up to 7 days prior to arrival to cancel with a fee of 15% of your deposit. If you cancel 4-6 days prior to arrival, there will be a 30% fee, and 3 days or less of arrival, the deposit becomes non-refundable. Cancellation fees can vary by promotion and may be non-refundable at the time of booking." Their reliance on the final sentence of this paragraph to claim "I should have known" that my deposit wasn't refundable is simply puzzling to me.Despite the inaccuracies in their response, the resolution offered by Great Wolf Lodge (refund of 85% of the deposit) is acceptable to me. They characterize it as a "good faith offer"; as I see it, they have simply decided to do the right thing in light of the circumstances.
Regards,
[redacted]