[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.Just for the record this company never agreed to return me my money that's the reason why I contacted Revdex.com 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] ***
[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: First, in response to the room availability policy, their reservation systems generated chetimes as early as 9:08am and that is impossible because I was working with the front desk worker until close to 11:00am finding new rooms and correcting room key mistakes Also, since there is a 72-hour cancellation policy from the guests’ perspective, why shouldn’t there be a 72-hour courtesy notification from the resort perspective? The resort could have told us prior to the morning of the event that the largest room in our contracted block was unavailable.Second, Camelback Lodge's claim that Mark L [redacted] arrived at the hotel at 12:45am and was only able to speak with three people in the lobby is false My wife and I, as well as most of our guests, were in the lobby until about 3:00am and were never approached by Camelback Lodge staff In fact, I went to the front desk multiple times through 3:00am asking for an update.Third, we appreciate the refund of the gifts that were stolen while under the supervision of Camelback Lodge Although the contract states “Camelback Lodge and staff will not assume any responsibility for lost, stolen, or damaged items or equipment left in the resort following your event,” our gifts were either (1) stolen while staff were cleaning or (2) during a time that Michelle W [redacted] stated we could leave our items in the locked reception room Therefore, it was Camelback Lodge’s responsibility to maintain safety of our items.Fourth, Camelback Lodge’s statement that our final wedding cost “including wedding ceremony and reception, excluding room accommodations was $3,of which $1,was refunded” is incorrect The $1,refunded was our gifts stolen None of the $3,is in dispute We paid for ceremony and reception services that were fulfilled Therefore, our refund request does not pertain to that portion of our bill; it pertains to the $4, Likewise, the $was a service paid and fulfilled; we paid for our room accommodation 10/10/15-10/11/and we received thatInstead, we are requesting a refund for paid services unfulfilled, which was waterpark access At a minimal, this amounts to $1,based on Michelle W [redacted] ’s calculations This amount is equivalent to guests being unable to use the waterpark for one admission Therefore, we will accept a $1,refund if Camelback Lodge wants this issue settled and closed.Finally, in regards to our guests using social media to tell their opinions, we have no control over our guests' actions during their personal times In regards to my personal post to social media, I have a moral obligation to prevent other people from experiencing a traumatic event during the most prized day of their lives, their wedding As a moral obligation, I shared my experience in the most objective manner possible This can be seen if you read my response on social media / [redacted] Style Definitions */ For clarification, we (Camelback Lodge and my wife and I) can consider this issue settled and closed if Camelback Lodge refunds us $1,for paid services unfulfilled (e.g., waterpark access cost for guests per Michelle W [redacted] 's calculations) Regards, [redacted]
Hello Revdex.com & [redacted] ***,Based on the [redacted] ***’s purchase the guest received Aquatopia (hotel exclusive area) tickets which was an abased on the guest’s original purchase [redacted] ***? didn’t stay at the hotel, but purchased products that allowed access to the hotel’s indoor waterpark on February 19, On the purchase screen (see example A) it lists the expiration date of June 15, 2017, and the blackout dates which are based on high compression hotel visit days [redacted] continued through the purchase process for the tickets.EXAMPLE A:Final Decision: We have refunded the guest out of courtesy on 4/3/
Hi [redacted] ,? We have been in touch with the Guest and we are going to reimburse the Guest for the Camelbeach tickets even though there is no selection for Aquatopia Indoor Waterpark as an online selection.? You can only purchase Camelbeach tickets online.? The Guest was also given access to Aquatopia Indoor Waterpark as a walk up Guest (none hotel guest/season pass holder/POP).? EXAMPLE A:? ? EXAMPLE B:? EXAMPLE C:? ? ? Carolyn S [redacted] Executive AssistantCamelback ResortP.OBox ***Tannersville, Pa18372###-###-#### Ext 1125? Living and Breathing Fun, Camelback? STYLE!?
March 24, 2016Dear [redacted] :Upon receipt of the Revdex.com letter, Nichole K***, Executive Assistant, reached out to [redacted] right awayNichole was unaware of her contact and attempting to make a reservation prior to thisNichole was able to immediately accommodate [redacted] as she stayed with us March 18, for two nightsShe was very happy with the accommodations we assisted her withThis matter should be closed.Kind Regards,Jeff L.GM
September 10, 2015Hello [redacted] ,As per our conversation, there is no doubt you did not catch us at our best on the day you were hereIt would be my pleasure to offer you three Camelbeach admissions for you and your family to come back at anytime during the summer.The next time you visit Camelback, please present yourself at Guest Services and the tickets will be there waiting for youSimply provide your name and our Guest Services representatives will be happy to take care of all the details.Again, my apologies for the challenging day you and your family experienced.Lorraine C.Guest Services Manager
November 16, 2015Dear ***:Please see the following response to the complaint we have received regarding the Aquatopia Waterpark tickets that were not received by *** ***:In the beginning of August, we were nominated as one of the best indoor waterparks in the USA, per the *** *** Ten
Best ListWe were given the month of August to encourage people to vote for us and help us get to the #spot on the list.We sent out an email campaign asking *** fans to post our voting link to their *** page and encourage their family and friends to vote and share the post, if they received "shares" on this post, the email Said to Send a Screenshot of their post to *** @Camelbackresort.com (Kelly J***, our Marketing Manager)After validating the screenshot, the email stated that the person who received the "shares" would receive free tickets to Aquatopia.We had an overwhelming response to this campaign, which was great! At the end of August, Kelly J*** followed up with everyone who submitted valid screenshots and provided them with information on how to claim their two free Aquatopia ticketsThere were many people who did not receive this communication for one reason or anotherMost often, Kelly's email ended up in a spam folderIn the case of this particular complaint, the customer submitted their screen shot to Kelly's email address via text messageWe believe that when Kelly responded to this customer, the email did not go through because we did not have a valid email address - just a cell phone numberAt the time, Kelly did not realize that she was responding to a cellphone number and not a valid email address.This customer also complained on Facebook, where they were instructed to send another email to Kelly J***Again, an email was received from a text messageFollowing is how the communication appeared in Kelly's inbox:Upon opening the text attachment, the content appears encryptedKelly responded directly to the phone number that was included in the message, with details of how to claim the two free Aquatopia ticketsWe have not received a response since this message was sent again on October 23, so we are assuming they received the informationif the customer in question has still not received the details on how to claim their tickets, they should call ###-###-#### to speak with Kelly J*** directly to receive the instructionsWe truly appreciate all the support and votes we received for the Best Indoor Waterpark in the USAWe ended up winning the #spot! We want to ensure this customer receives their tickets, to thank them for their support and So they can experience Aquatopia Indoor WaterparkKind Regards,Josef HGeneral Manager
Hi ***, We have been in touch with the Guest and we are going to reimburse the Guest for the Camelbeach tickets even though there is no selection for Aquatopia Indoor Waterpark as an online selection. You can only purchase Camelbeach tickets online. The Guest was also given
access to Aquatopia Indoor Waterpark as a walk up Guest (none hotel guest/season pass holder/POP). EXAMPLE A: EXAMPLE B: EXAMPLE C: Carolyn S*Executive AssistantCamelback ResortP.OBox ***Tannersville, Pa18372###-###-#### Ext 1125 Living and Breathing Fun, Camelback STYLE!
November 16, 2015Dear ***:Please see the following response to the complaint we have received regarding the Aquatopia Waterpark tickets that were not received by *** ***:In the beginning of August, we were nominated as one of the best indoor waterparks in the USA, per the *** *** Ten
Best ListWe were given the month of August to encourage people to vote for us and help us get to the #spot on the list.We sent out an email campaign asking *** fans to post our voting link to their *** page and encourage their family and friends to vote and share the post, if they received "shares" on this post, the email Said to Send a Screenshot of their post to *** @Camelbackresort.com (Kelly J***, our Marketing Manager)After validating the screenshot, the email stated that the person who received the "shares" would receive free tickets to Aquatopia.We had an overwhelming response to this campaign, which was great! At the end of August, Kelly J*** followed up with everyone who submitted valid screenshots and provided them with information on how to claim their two free Aquatopia ticketsThere were many people who did not receive this communication for one reason or anotherMost often, Kelly's email ended up in a spam folderIn the case of this particular complaint, the customer submitted their screen shot to Kelly's email address via text messageWe believe that when Kelly responded to this customer, the email did not go through because we did not have a valid email address - just a cell phone numberAt the time, Kelly did not realize that she was responding to a cellphone number and not a valid email address.This customer also complained on Facebook, where they were instructed to send another email to Kelly J***Again, an email was received from a text messageFollowing is how the communication appeared in Kelly's inbox:Upon opening the text attachment, the content appears encryptedKelly responded directly to the phone number that was included in the message, with details of how to claim the two free Aquatopia ticketsWe have not received a response since this message was sent again on October 23, so we are assuming they received the informationif the customer in question has still not received the details on how to claim their tickets, they should call ###-###-#### to speak with Kelly J*** directly to receive the instructionsWe truly appreciate all the support and votes we received for the Best Indoor Waterpark in the USAWe ended up winning the #spot! We want to ensure this customer receives their tickets, to thank them for their support and So they can experience Aquatopia Indoor WaterparkKind Regards,Josef HGeneral Manager
[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 as Answered]
Complaint: ***
I am rejecting this response because: First: Camelback waterpark, camelback lodge, camelback indoor waterpark and Aquatopia, are names that are very close and all used in all your advertisement sometimes in the same sentence so it is either poor choice of names or context or it is meant to be confusing. Second your associate didn't call security just in case, I was accused of treaspassing, asked to leave and wasn't allowed to wait for the cops infront of your fascility. Third this happened in the presence of my year old. To me when cases that has the potential of discrimination and child indangerment is brought up to managment, investigation and deciplinary actions is the least of expectation, definitely not vouchers or coupons
Regards,
*** ***
[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: ***
I am rejecting this response because:
First, in response to the room availability policy, their reservation systems generated chetimes as early as 9:08am
and that is impossible because I was working with the front desk worker until close
to 11:00am finding new rooms and correcting room key mistakes Also, since there is a 72-hour cancellation policy from the guests’ perspective,
why shouldn’t there be a 72-hour courtesy notification from the resort perspective? The resort could have told us prior to the morning of the event that the largest room in our contracted block was unavailable.Second, Camelback Lodge's claim that Mark L*** arrived at the hotel at 12:45am and was only able to speak with three people in the lobby is false My wife and I, as well as most of our guests, were in the lobby until about 3:00am and were never approached by Camelback Lodge staff In fact, I went to the front desk multiple times through 3:00am asking for an update.Third, we appreciate the refund of the gifts that were stolen while
under the supervision of Camelback Lodge.
Although the contract states “Camelback Lodge and staff will not assume
any responsibility for lost, stolen, or damaged items or equipment left in the
resort following your event,” our gifts were either (1) stolen while staff were
cleaning or (2) during a time that Michelle W*** stated we could leave our
items in the locked reception room.
Therefore, it was Camelback Lodge’s responsibility to maintain safety of
our items.Fourth, Camelback Lodge’s statement that our final wedding cost “including
wedding ceremony and reception, excluding room accommodations was $3,of
which $1,was refunded” is incorrect.
The $1,refunded was our gifts stolen. None of the $3,is in dispute. We paid for ceremony and reception services
that were fulfilled. Therefore, our
refund request does not pertain to that portion of our bill; it pertains to the $4,101.37. Likewise, the $was a service paid and
fulfilled; we paid for our room accommodation 10/10/15-10/11/and we received
thatInstead, we are requesting a refund for paid services unfulfilled, which
was waterpark access. At a minimal, this
amounts to $1,based on Michelle W***’s calculations. This amount is equivalent to guests being
unable to use the waterpark for one admission.
Therefore, we will accept a $1,refund if Camelback Lodge wants
this issue settled and closed.Finally, in regards to our guests using social media to tell their opinions, we have no control over our guests' actions during their personal times In regards to my personal post to social media, I have a moral obligation to prevent other people from experiencing a traumatic event during the most prized day of their lives, their wedding As a moral obligation, I shared my experience in the most objective manner possible This can be seen if you read my response on social media
For clarification, we (Camelback Lodge and my wife and I) can consider this issue settled and closed if Camelback Lodge refunds us $1,for paid services unfulfilled (e.g., waterpark access cost for guests per Michelle W***'s calculations)
Regards,
*** ***
September 21, 2016Dear ***:first want to explain that Aquatopia indoor Waterpark is exclusive to "Resort Guests." If you are not staying at our hotel, one way to gain access would be to purchase the for fun Camelbeach passes (which is an outdoor waterpark)With this purchase, you are then
allowed to purchase day passes to Aquatopia (which is an indoor waterpark)There was unfortunately a misunderstanding when *** *** purchased his for fun passes, which are sold only through the Camelbeach/Camelback Mountain website as he thought they were for AquatopiaBecause these tickets are sold through Camelback Mountain, *** *** was asked to seek his refund through them and we would allow he and his family to purchase the day passes to Aquatopia, but we were physically unable to refund his purchase at our lodgeHe was not satisfied with the resolution we offered at that time and chose to pursue it furtherOne of our associates did cat security as a precaution when they witnessed how unsatisfied *** *** was, Our COO, MrJosef H***, reached out to him right away when we received an email from *** *** explaining what occurred that day and assured him that I will be following up with himI then called *** *** and apologized for the manner in which our staff handled this situationoffered him to come back for the day on us, free of charge to enjoy Aquatopia the way he should have originally and asked that we have the opportunity to redeem ourselvesHe declined my offer, however stating that everyone has been very kind and gracious in their responses, but he would like to pursue this by another means, I followed up with an email to him again reiterating that we would like to have him and his family as our guests and that the offer stands if he chooses to return at a later timewould greatly appreciate the opportunity to make this up to him, but have not heard back from him since the email was sent on 9/12/16.Kind RegardsEmilio FGeneral Manager
We have received your letter in regards to case ID: *** for *** L ***On 8/31/*** *** contacted the accounts receivable department at Camelback Lodge and explained what happened with her reservationAfter reviewing all of the information, we were more than willing to issue a full refund of the deposit amount as well as the additional charge for the no show feeThere was a credit of $issued back to her *** card on 8/31/and she was emailed a copy of the refund receiptShe was pleased with the outcome and the issue was resolved at that point.Kind Regards,Jeff L***E.V.P./G.MCamelback Lodge & Aquatopia Indoor Waterpark
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
March 24, 2016Dear ***:Upon receipt of the Revdex.com letter, Nichole K***, Executive Assistant, reached out to *** *** right awayNichole was unaware of her contact and attempting to make a reservation prior to thisNichole was able to immediately accommodate *** *** as
she stayed with us March 18, for two nightsShe was very happy with the accommodations we assisted her withThis matter should be closed.Kind Regards,Jeff L.GM
From: Revdex.com of Metro Washington DCDate: Thu, Sep 3, at 4:PMSubject: Fwd: *** ***'s complaint against Camel Back resort has been resolved:)To: [email protected] Forwarded message ----------From: ***
*** Date: Thu, Sep 3, at 11:AMSubject: *** ***'s complaint against Camel Back resort has been resolved:)To: [email protected] so much for reaching out on my behalf!-- MrsS***
November 9, 2015Dear ***:Please see the following response to the complaint we have received regarding the *** Wedding and their stay at Camelback lodge:We are truly grateful that *** *** and his wife chose Camelback Lodge as their wedding destination and we strived to provide
them and their guests with a fun, safe and memorable experienceWe are Saddened that what we provided them did not exceed their expectations.In email communication on September 26, 2015, between *** *** and Michelle W***, our Sales Director, she did communicate to him the following in regards to getting checked into the rooms early"Check in time is 4pm but I will do my best to get the rooms ready before thatIt all depends on if the rooms are occupied Friday night"As per the signed contract, it stated "check in time is 4pm and checkout time is 11amThe Hotel will do its best to make the guestrooms available at 2pm, so the guests can get ready for the wedding"There was not a time that any rooms were guaranteed or promised to be available before these timesAccording to our reservations system, the times they checked into the rooms were: 9:08am, 10:18am, 11:45am, 11:55am, 12:08pm and 12:42pmThe contract also states that "Camelback Lodge reserves the right to make room changes prior to arrival date, as needed" This is something we do our best to avoid, however in this occurrence, we did have to make a few changes in the rooms reservedWe did still provide the same amount of lodging to their guests, but we had to accommodate them with slightly different room styles and the charges for the rooms were changed based on the accommodation. In regards to the items that were claimed to have disappeared: Our Manager of Security, Mark L*** along with Pocono Township Police Officer *** did review all of the camera footage from the banquet hallThere were guests of the wedding as well as our staff going in and out of the banquet room on numerous occasions, however, no one was seen removing anything nor did either of them state or insinuate at any point who they may think is responsible for the disappearing itemsWhen Mark L*** arrived back at the hotel at approximately 12:45am, there were only guests in the lobby waiting to speak with a manager.The signed contract, under security states: "Camelback Lodge and staff will not assume any responsibility for lost, Stolen or damaged items or equipment left in the resort following your event." By choosing to leave their personal items in the banquet hail, they assumed responsibility for their own itemsWe still agreed in good faith to compensate the bride and groom $1,250, taking their word that that was the value of lost gifts.After everything that occurred and in good nature to appease *** ***, Michelle did offer him an additional $reimbursement per person due to them not using the waterpark and he declined the offerThere were guests, so this would have been an additional $1,refund on top of the S1,we refunded in good faithOnce declined, she offered to have the entire group back for the day to use our indoor waterpark along with complimentary cabanas, in which *** *** declinedThe final offer was to also refund the price of the bride and groom suite which was also declinedMichelle made every effort to appease *** *** due to his dissatisfaction and he declined all offers.It is important to note, that while we were trying to resolve this matter in good faith, members of the *** wedding party took to social media and national wedding websites in an effort to damage future business of Camelback Lodge,in closing, again we are saddened that we were not able to exceed their expectations and provide them with the level of customer service they expectedTheir final cost including wedding ceremony and reception, excluding room accommodations was $3,of which $1,was refundedWe are still willing to refund the bridal suite for Saturday, 10/10/at an amount of $if they will consider this issue settled and closedBeyond that, we strongly feed they received favorable compensation due to the nature of events and do not feel further compensation is necessary,Kind Regards,Jeff LE.WPW GM
[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.Just for the record this company never agreed to return me my money that's the reason why I contacted Revdex.com 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] ***
[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: First, in response to the room availability policy, their reservation systems generated chetimes as early as 9:08am and that is impossible because I was working with the front desk worker until close to 11:00am finding new rooms and correcting room key mistakes Also, since there is a 72-hour cancellation policy from the guests’ perspective, why shouldn’t there be a 72-hour courtesy notification from the resort perspective? The resort could have told us prior to the morning of the event that the largest room in our contracted block was unavailable.Second, Camelback Lodge's claim that Mark L [redacted] arrived at the hotel at 12:45am and was only able to speak with three people in the lobby is false My wife and I, as well as most of our guests, were in the lobby until about 3:00am and were never approached by Camelback Lodge staff In fact, I went to the front desk multiple times through 3:00am asking for an update.Third, we appreciate the refund of the gifts that were stolen while under the supervision of Camelback Lodge Although the contract states “Camelback Lodge and staff will not assume any responsibility for lost, stolen, or damaged items or equipment left in the resort following your event,” our gifts were either (1) stolen while staff were cleaning or (2) during a time that Michelle W [redacted] stated we could leave our items in the locked reception room Therefore, it was Camelback Lodge’s responsibility to maintain safety of our items.Fourth, Camelback Lodge’s statement that our final wedding cost “including wedding ceremony and reception, excluding room accommodations was $3,of which $1,was refunded” is incorrect The $1,refunded was our gifts stolen None of the $3,is in dispute We paid for ceremony and reception services that were fulfilled Therefore, our refund request does not pertain to that portion of our bill; it pertains to the $4, Likewise, the $was a service paid and fulfilled; we paid for our room accommodation 10/10/15-10/11/and we received thatInstead, we are requesting a refund for paid services unfulfilled, which was waterpark access At a minimal, this amounts to $1,based on Michelle W [redacted] ’s calculations This amount is equivalent to guests being unable to use the waterpark for one admission Therefore, we will accept a $1,refund if Camelback Lodge wants this issue settled and closed.Finally, in regards to our guests using social media to tell their opinions, we have no control over our guests' actions during their personal times In regards to my personal post to social media, I have a moral obligation to prevent other people from experiencing a traumatic event during the most prized day of their lives, their wedding As a moral obligation, I shared my experience in the most objective manner possible This can be seen if you read my response on social media / [redacted] Style Definitions */ For clarification, we (Camelback Lodge and my wife and I) can consider this issue settled and closed if Camelback Lodge refunds us $1,for paid services unfulfilled (e.g., waterpark access cost for guests per Michelle W [redacted] 's calculations) Regards, [redacted]
Hello Revdex.com & [redacted] ***,Based on the [redacted] ***’s purchase the guest received Aquatopia (hotel exclusive area) tickets which was an abased on the guest’s original purchase [redacted] ***? didn’t stay at the hotel, but purchased products that allowed access to the hotel’s indoor waterpark on February 19, On the purchase screen (see example A) it lists the expiration date of June 15, 2017, and the blackout dates which are based on high compression hotel visit days [redacted] continued through the purchase process for the tickets.EXAMPLE A:Final Decision: We have refunded the guest out of courtesy on 4/3/
Hi [redacted] ,? We have been in touch with the Guest and we are going to reimburse the Guest for the Camelbeach tickets even though there is no selection for Aquatopia Indoor Waterpark as an online selection.? You can only purchase Camelbeach tickets online.? The Guest was also given access to Aquatopia Indoor Waterpark as a walk up Guest (none hotel guest/season pass holder/POP).? EXAMPLE A:? ? EXAMPLE B:? EXAMPLE C:? ? ? Carolyn S [redacted] Executive AssistantCamelback ResortP.OBox ***Tannersville, Pa18372###-###-#### Ext 1125? Living and Breathing Fun, Camelback? STYLE!?
March 24, 2016Dear [redacted] :Upon receipt of the Revdex.com letter, Nichole K***, Executive Assistant, reached out to [redacted] right awayNichole was unaware of her contact and attempting to make a reservation prior to thisNichole was able to immediately accommodate [redacted] as she stayed with us March 18, for two nightsShe was very happy with the accommodations we assisted her withThis matter should be closed.Kind Regards,Jeff L.GM
September 10, 2015Hello [redacted] ,As per our conversation, there is no doubt you did not catch us at our best on the day you were hereIt would be my pleasure to offer you three Camelbeach admissions for you and your family to come back at anytime during the summer.The next time you visit Camelback, please present yourself at Guest Services and the tickets will be there waiting for youSimply provide your name and our Guest Services representatives will be happy to take care of all the details.Again, my apologies for the challenging day you and your family experienced.Lorraine C.Guest Services Manager
November 16, 2015Dear ***:Please see the following response to the complaint we have received regarding the Aquatopia Waterpark tickets that were not received by *** ***:In the beginning of August, we were nominated as one of the best indoor waterparks in the USA, per the *** *** Ten
Best ListWe were given the month of August to encourage people to vote for us and help us get to the #spot on the list.We sent out an email campaign asking *** fans to post our voting link to their *** page and encourage their family and friends to vote and share the post, if they received "shares" on this post, the email Said to Send a Screenshot of their post to *** @Camelbackresort.com (Kelly J***, our Marketing Manager)After validating the screenshot, the email stated that the person who received the "shares" would receive free tickets to Aquatopia.We had an overwhelming response to this campaign, which was great! At the end of August, Kelly J*** followed up with everyone who submitted valid screenshots and provided them with information on how to claim their two free Aquatopia ticketsThere were many people who did not receive this communication for one reason or anotherMost often, Kelly's email ended up in a spam folderIn the case of this particular complaint, the customer submitted their screen shot to Kelly's email address via text messageWe believe that when Kelly responded to this customer, the email did not go through because we did not have a valid email address - just a cell phone numberAt the time, Kelly did not realize that she was responding to a cellphone number and not a valid email address.This customer also complained on Facebook, where they were instructed to send another email to Kelly J***Again, an email was received from a text messageFollowing is how the communication appeared in Kelly's inbox:Upon opening the text attachment, the content appears encryptedKelly responded directly to the phone number that was included in the message, with details of how to claim the two free Aquatopia ticketsWe have not received a response since this message was sent again on October 23, so we are assuming they received the informationif the customer in question has still not received the details on how to claim their tickets, they should call ###-###-#### to speak with Kelly J*** directly to receive the instructionsWe truly appreciate all the support and votes we received for the Best Indoor Waterpark in the USAWe ended up winning the #spot! We want to ensure this customer receives their tickets, to thank them for their support and So they can experience Aquatopia Indoor WaterparkKind Regards,Josef HGeneral Manager
Hi ***, We have been in touch with the Guest and we are going to reimburse the Guest for the Camelbeach tickets even though there is no selection for Aquatopia Indoor Waterpark as an online selection. You can only purchase Camelbeach tickets online. The Guest was also given
*Executive AssistantCamelback ResortP.OBox ***Tannersville, Pa18372###-###-#### Ext 1125 Living and Breathing Fun, Camelback STYLE!
access to Aquatopia Indoor Waterpark as a walk up Guest (none hotel guest/season pass holder/POP). EXAMPLE A: EXAMPLE B: EXAMPLE C: Carolyn S
November 16, 2015Dear ***:Please see the following response to the complaint we have received regarding the Aquatopia Waterpark tickets that were not received by *** ***:In the beginning of August, we were nominated as one of the best indoor waterparks in the USA, per the *** *** Ten
Best ListWe were given the month of August to encourage people to vote for us and help us get to the #spot on the list.We sent out an email campaign asking *** fans to post our voting link to their *** page and encourage their family and friends to vote and share the post, if they received "shares" on this post, the email Said to Send a Screenshot of their post to *** @Camelbackresort.com (Kelly J***, our Marketing Manager)After validating the screenshot, the email stated that the person who received the "shares" would receive free tickets to Aquatopia.We had an overwhelming response to this campaign, which was great! At the end of August, Kelly J*** followed up with everyone who submitted valid screenshots and provided them with information on how to claim their two free Aquatopia ticketsThere were many people who did not receive this communication for one reason or anotherMost often, Kelly's email ended up in a spam folderIn the case of this particular complaint, the customer submitted their screen shot to Kelly's email address via text messageWe believe that when Kelly responded to this customer, the email did not go through because we did not have a valid email address - just a cell phone numberAt the time, Kelly did not realize that she was responding to a cellphone number and not a valid email address.This customer also complained on Facebook, where they were instructed to send another email to Kelly J***Again, an email was received from a text messageFollowing is how the communication appeared in Kelly's inbox:Upon opening the text attachment, the content appears encryptedKelly responded directly to the phone number that was included in the message, with details of how to claim the two free Aquatopia ticketsWe have not received a response since this message was sent again on October 23, so we are assuming they received the informationif the customer in question has still not received the details on how to claim their tickets, they should call ###-###-#### to speak with Kelly J*** directly to receive the instructionsWe truly appreciate all the support and votes we received for the Best Indoor Waterpark in the USAWe ended up winning the #spot! We want to ensure this customer receives their tickets, to thank them for their support and So they can experience Aquatopia Indoor WaterparkKind Regards,Josef HGeneral Manager
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Complaint: ***
I am rejecting this response because: First: Camelback waterpark, camelback lodge, camelback indoor waterpark and Aquatopia, are names that are very close and all used in all your advertisement sometimes in the same sentence so it is either poor choice of names or context or it is meant to be confusing. Second your associate didn't call security just in case, I was accused of treaspassing, asked to leave and wasn't allowed to wait for the cops infront of your fascility. Third this happened in the presence of my year old. To me when cases that has the potential of discrimination and child indangerment is brought up to managment, investigation and deciplinary actions is the least of expectation, definitely not vouchers or coupons
Regards,
*** ***
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Complaint: ***
I am rejecting this response because:
First, in response to the room availability policy, their reservation systems generated chetimes as early as 9:08am
and that is impossible because I was working with the front desk worker until close
to 11:00am finding new rooms and correcting room key mistakes Also, since there is a 72-hour cancellation policy from the guests’ perspective,
why shouldn’t there be a 72-hour courtesy notification from the resort perspective? The resort could have told us prior to the morning of the event that the largest room in our contracted block was unavailable.Second, Camelback Lodge's claim that Mark L*** arrived at the hotel at 12:45am and was only able to speak with three people in the lobby is false My wife and I, as well as most of our guests, were in the lobby until about 3:00am and were never approached by Camelback Lodge staff In fact, I went to the front desk multiple times through 3:00am asking for an update.Third, we appreciate the refund of the gifts that were stolen while
under the supervision of Camelback Lodge.
Although the contract states “Camelback Lodge and staff will not assume
any responsibility for lost, stolen, or damaged items or equipment left in the
resort following your event,” our gifts were either (1) stolen while staff were
cleaning or (2) during a time that Michelle W*** stated we could leave our
items in the locked reception room.
Therefore, it was Camelback Lodge’s responsibility to maintain safety of
our items.Fourth, Camelback Lodge’s statement that our final wedding cost “including
wedding ceremony and reception, excluding room accommodations was $3,of
which $1,was refunded” is incorrect.
The $1,refunded was our gifts stolen. None of the $3,is in dispute. We paid for ceremony and reception services
that were fulfilled. Therefore, our
refund request does not pertain to that portion of our bill; it pertains to the $4,101.37. Likewise, the $was a service paid and
fulfilled; we paid for our room accommodation 10/10/15-10/11/and we received
thatInstead, we are requesting a refund for paid services unfulfilled, which
was waterpark access. At a minimal, this
amounts to $1,based on Michelle W***’s calculations. This amount is equivalent to guests being
unable to use the waterpark for one admission.
Therefore, we will accept a $1,refund if Camelback Lodge wants
this issue settled and closed.Finally, in regards to our guests using social media to tell their opinions, we have no control over our guests' actions during their personal times In regards to my personal post to social media, I have a moral obligation to prevent other people from experiencing a traumatic event during the most prized day of their lives, their wedding As a moral obligation, I shared my experience in the most objective manner possible This can be seen if you read my response on social media
For clarification, we (Camelback Lodge and my wife and I) can consider this issue settled and closed if Camelback Lodge refunds us $1,for paid services unfulfilled (e.g., waterpark access cost for guests per Michelle W***'s calculations)
Regards,
*** ***
September 21, 2016Dear ***:first want to explain that Aquatopia indoor Waterpark is exclusive to "Resort Guests." If you are not staying at our hotel, one way to gain access would be to purchase the for fun Camelbeach passes (which is an outdoor waterpark)With this purchase, you are then
allowed to purchase day passes to Aquatopia (which is an indoor waterpark)There was unfortunately a misunderstanding when *** *** purchased his for fun passes, which are sold only through the Camelbeach/Camelback Mountain website as he thought they were for AquatopiaBecause these tickets are sold through Camelback Mountain, *** *** was asked to seek his refund through them and we would allow he and his family to purchase the day passes to Aquatopia, but we were physically unable to refund his purchase at our lodgeHe was not satisfied with the resolution we offered at that time and chose to pursue it furtherOne of our associates did cat security as a precaution when they witnessed how unsatisfied *** *** was, Our COO, MrJosef H***, reached out to him right away when we received an email from *** *** explaining what occurred that day and assured him that I will be following up with himI then called *** *** and apologized for the manner in which our staff handled this situationoffered him to come back for the day on us, free of charge to enjoy Aquatopia the way he should have originally and asked that we have the opportunity to redeem ourselvesHe declined my offer, however stating that everyone has been very kind and gracious in their responses, but he would like to pursue this by another means, I followed up with an email to him again reiterating that we would like to have him and his family as our guests and that the offer stands if he chooses to return at a later timewould greatly appreciate the opportunity to make this up to him, but have not heard back from him since the email was sent on 9/12/16.Kind RegardsEmilio FGeneral Manager
We have received your letter in regards to case ID: *** for *** L ***On 8/31/*** *** contacted the accounts receivable department at Camelback Lodge and explained what happened with her reservationAfter reviewing all of the information, we were more than willing to issue a full refund of the deposit amount as well as the additional charge for the no show feeThere was a credit of $issued back to her *** card on 8/31/and she was emailed a copy of the refund receiptShe was pleased with the outcome and the issue was resolved at that point.Kind Regards,Jeff L***E.V.P./G.MCamelback Lodge & Aquatopia Indoor Waterpark
Hi *** * ***, The Director of our Guest Services spoke to *** *** and reimbursed him his lift ticket on Saturday March 5th. 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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
March 24, 2016Dear ***:Upon receipt of the Revdex.com letter, Nichole K***, Executive Assistant, reached out to *** *** right awayNichole was unaware of her contact and attempting to make a reservation prior to thisNichole was able to immediately accommodate *** *** as
she stayed with us March 18, for two nightsShe was very happy with the accommodations we assisted her withThis matter should be closed.Kind Regards,Jeff L.GM
From: Revdex.com of Metro Washington DCDate: Thu, Sep 3, at 4:PMSubject: Fwd: *** ***'s complaint against Camel Back resort has been resolved:)To: [email protected] Forwarded message ----------From: ***
*** Date: Thu, Sep 3, at 11:AMSubject: *** ***'s complaint against Camel Back resort has been resolved:)To: [email protected] so much for reaching out on my behalf!-- MrsS***
November 9, 2015Dear ***:Please see the following response to the complaint we have received regarding the *** Wedding and their stay at Camelback lodge:We are truly grateful that *** *** and his wife chose Camelback Lodge as their wedding destination and we strived to provide
them and their guests with a fun, safe and memorable experienceWe are Saddened that what we provided them did not exceed their expectations.In email communication on September 26, 2015, between *** *** and Michelle W***, our Sales Director, she did communicate to him the following in regards to getting checked into the rooms early"Check in time is 4pm but I will do my best to get the rooms ready before thatIt all depends on if the rooms are occupied Friday night"As per the signed contract, it stated "check in time is 4pm and checkout time is 11amThe Hotel will do its best to make the guestrooms available at 2pm, so the guests can get ready for the wedding"There was not a time that any rooms were guaranteed or promised to be available before these timesAccording to our reservations system, the times they checked into the rooms were: 9:08am, 10:18am, 11:45am, 11:55am, 12:08pm and 12:42pmThe contract also states that "Camelback Lodge reserves the right to make room changes prior to arrival date, as needed" This is something we do our best to avoid, however in this occurrence, we did have to make a few changes in the rooms reservedWe did still provide the same amount of lodging to their guests, but we had to accommodate them with slightly different room styles and the charges for the rooms were changed based on the accommodation. In regards to the items that were claimed to have disappeared: Our Manager of Security, Mark L*** along with Pocono Township Police Officer *** did review all of the camera footage from the banquet hallThere were guests of the wedding as well as our staff going in and out of the banquet room on numerous occasions, however, no one was seen removing anything nor did either of them state or insinuate at any point who they may think is responsible for the disappearing itemsWhen Mark L*** arrived back at the hotel at approximately 12:45am, there were only guests in the lobby waiting to speak with a manager.The signed contract, under security states: "Camelback Lodge and staff will not assume any responsibility for lost, Stolen or damaged items or equipment left in the resort following your event." By choosing to leave their personal items in the banquet hail, they assumed responsibility for their own itemsWe still agreed in good faith to compensate the bride and groom $1,250, taking their word that that was the value of lost gifts.After everything that occurred and in good nature to appease *** ***, Michelle did offer him an additional $reimbursement per person due to them not using the waterpark and he declined the offerThere were guests, so this would have been an additional $1,refund on top of the S1,we refunded in good faithOnce declined, she offered to have the entire group back for the day to use our indoor waterpark along with complimentary cabanas, in which *** *** declinedThe final offer was to also refund the price of the bride and groom suite which was also declinedMichelle made every effort to appease *** *** due to his dissatisfaction and he declined all offers.It is important to note, that while we were trying to resolve this matter in good faith, members of the *** wedding party took to social media and national wedding websites in an effort to damage future business of Camelback Lodge,in closing, again we are saddened that we were not able to exceed their expectations and provide them with the level of customer service they expectedTheir final cost including wedding ceremony and reception, excluding room accommodations was $3,of which $1,was refundedWe are still willing to refund the bridal suite for Saturday, 10/10/at an amount of $if they will consider this issue settled and closedBeyond that, we strongly feed they received favorable compensation due to the nature of events and do not feel further compensation is necessary,Kind Regards,Jeff LE.WPW GM