Chippewa Hotel & Suites

Sorry for the inconvenienceBut we have already gave a refund ofor $back to your visa cardYou may want to check with your bank. If you were dissatisfied with your room, we would be happy to give you another roomWhen you decide to just leave, our policy allow us to charge for the
stayBut we have waved all the charges for you this time and gave you a full refund. Once again I apologize for any inconvenience this may caused youHope you give us another chance to show a better experience at our hotel. Sincerely,P*** Tuhin, 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 ***, and find that this resolution is satisfactory to meI have received my refund in fullThank you.
Regards,
*** ***

Roman">Dear
[redacted]
Thank
you for taking the time to bring such matters to our attentionWe value your
patronage and certainly want to know if you are dissatisfied in any way
On behalf of our entire team, I would like to apologize for failing to exceed
your expectationsI do not see double charges for these roomsIf you have something showing that you stayed in one room or anything from the hotel, please forward that to us for reviewIt would help if you forward your credit card statement alongPlease forward that to our emailYour satisfaction is important to us and we will be using
the feedback you provided to make improvements to ensure we offer an
exceptional experience for our guests in the future
I look forward to helping you any way we canOur goal is for every guest to be happy with ever aspect their stayI hope that you will consider staying with us again so that we can have another
chance to provide you with a superior experience
Sincerely,
[redacted]
General Manager[redacted]

Review: When I had first called to book a hotel room with this company the hotel wasn't open yet and the manager [redacted] had told me to book through booking.com. When I had called to change my reservation on June 7th I spoke with Jamie who was very rude to me and actually hung up on me she told me there was no record of me booking a room. I then had to call booking.com who assured me I did have 2 rooms there and that they would re fax the information. I called the next day and again spoke with the manager [redacted] who then was supposed to change my reservation, canceling the two original rooms and changing it to 1 family room which included 3 queen beds and the price was 129.95. With tax in total it came to 149 and change. When we arrived at the hotel on Saturday not only were the original rooms not cancelled but then they put is in a room with only 2 beds I went back down and explained it was the wrong room and they moved us then into the right room when we arrived in that room finally it was not clean. There was water residue still in the shower from someone using it, sink was dirty no toilet paper, dirty towels on the floor there was no pillows the bedding hadn't been changed and the room wasn't vacuumed. I called down to tell them and they did not apologize for any of the stuff that has happened so far and said they would send someone up. It wasn't for about another 30 min or so that someone had arrived and all he did was clean the bathroom so I slept on top of dirty sheets. Then to top it all off when we had went to leave to go to the waterpark the door wouldn't shut or lock. At this point I was so irritated I asked for the manager who also was the maintenance guy that fixed the door. He never apologized either which at this point I just find that extremely unprofessional and rude. We waited for another 45 min or so until the door was fixed. I asked about getting a different room and the manager [redacted] said he would hate to see us have to move rooms again and I had responded that all I wanted was a clean room that locks. All of out things were in the room I wasn't going to leave them there knowing the door wasn't going to be secured. We left for the waterpark around 3 and the waterpark closed at 7 so my day was cut short there. This was supposed to be a fun vacation and it was a nightmare.Desired Settlement: I asked the next day about getting a discounted price I do not believe I should have had to pay 150$ for a room that wasn't even clean when I had got there as well as not lockable and the gentlemen said there was nothing he could do and have me a coupon for 10% off my next visit and I said that I would not be staying with them again. I would like a refund for at least half of what I paid. Considering all of the problems I've had I shouldn't have to pay anything but I understand they are still a working business.

Business

Response:

Dear [redacted]:

Thank you for taking the time out of your schedule to share your recent

experience at our hotel. I apologize that your experience was anything

less than satisfying. Our goal is to not only meet the needs of each and

every guest we serve, but to exceed your expectations to make your stay as

pleasant and comfortable as possible.

Please know that your feedback is

extremely valuable to us. Feedback such as yours assists us in improving

our service and property on a daily basis. In addition, please know that

your comments and issues will be addressed.

In an effort to compensate you for your

experience, we would like to provide you with a 15% discount off rack rate

during your next stay. When calling to make the reservation, please ask

for me and I will personally assist you.

It is our hope that you will give us

another opportunity to serve you. Again, I apologize for the

inconvenience during your stay and hope to see you during your next visit.

If I can provide any assistance, don't

hesitate to contact me directly at [redacted].

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

From: [redacted]

Date: Wed, Jun 25, 2014 at 2:17 PM

Subject: Re: You have a new message from the Revdex.com of Wisconsin

To: "[redacted]

I will not be visiting again so 15%off is not going to do me any good. I paid to sleep in a dirty room and I would like some of my money refunded to me

Review: We checked into the Chippewa Motel on 7-1-13. The hotel was filthy. No batteries in the remote, exposed electrical sockets, large stains on the carpets, no lights in the stairwell, bathtub covered in rust and dirt, outdoor pool resembled a green sm covered pond, are a few of the problems. It was late and we didn't think we could find another hotel that night so we decided to stay. When we pulled the cover off of one of the beds, there was brown smears that appeared to be poop. We decided to leave that night and sleep in our car if need be. We went down to check out and the lobby was closed for the night, lights out, door locked. We called the office number and got an answering machine telling us to call back during regular business hours. The next morning, we took the disgusting blanket down to the lobby to show the final straw and check out. The woman on duty apologized and gave us a receipt of credit for the remaining 5 days that had been charged to our debit card. The account was checked and the motel was notified that after 5 days no credit had been processed. They told us to wait a few more days. 4 more calls were placed every few days and we are always told that they are looking for paperwork and will try to figure out what happened. The man on duty seems to be the only person with authority to straighten out problems but has not given us the credit. On 7-19-13 I told him to just re-run the credit as it was the right thing to do and to continue to put us off was ridiculous. He told me he didn't like my attitude, and hung up on me. When I called back I got a taped message to call back during regular business hours.Desired Settlement: In the very least the $680.70 that was the original amount should be refunded to our debit card. Because of the filthy conditions that my family was forced to endure and the unacceptable amount of time and phone calls it has taken to try an resolve this issue, the motel SHOULD refund the total amount of $794.14.

Business

Response:

Please provide us a copy of the receipt your received at check out that shows the refunds. If it shows the refund, then you should call your bank and ask them to release that money. Once a card is refunded in our system we don't have any control of the funds. You will need to contract your bank. If it's a debit card, bank sometime holds them up to 14 days. But if you want us to look into this for you, please provide us with the receipt that you received at check out.

[redacted], GM

Chippewa Hotel & Suites

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

From: [redacted]

Date: Mon, Jul 29, 2013 at 11:55 AM

Subject: Re: You have a new message from the Revdex.com of Wisconsin

To: [redacted]

Faxed

a copy of the credit printed by Chippewa Motel back to the motel per

owner request. Disputing the charges with my credit card company.

We stayed at the Hotel, because of the water ark passes. Online reviews, were good. They had to be written, by the employee's. Our toilet seat, was broken. Zero, toilet paper. Heavy mildew smell. Broken lamp shade. Non working lamps. Strange [redacted] of hair, on bathroom floor. Breakfast didn't start, on time. Unclear how much my credit card, was charged. WOULDN'T give me all sales, receipts. Tried checking out, immediately after checking in, because of our room conditions. Asked to talk to manager. Was given a assistant manager, that was hard to understand. She didn't resolve our issues. I wanted a full refund. Cold showers, dirty linen, filthy beds, etc. Why is this place not shut down? Do not stay, there!

Worst experience ever. Doesn't deserve 1-Star rating, even. Where should I begin? Checked in, place was almost empty (completely understandable for A January Night). Problem was, that Night auditor [redacted]nsisted on placing us on the second floor, even though the property doesn't have an elevator. He claimed there were no rooms on the first floor, which was a lie, as there were maybe 3 rooms occupied in the entire hotel! I have recently had foot surgery, and for me to carry heavy luggage up the steps is very difficult. On the subject of [redacted], he seems pleasant, and was helpful in suggesting indoor Water Parks, Etc..
However, he asked me and my wife (we are both Naturalized American Citizens) repeatedly what our "nationality" was. We kept answering that we are American, but he wanted to Know where we are "really" from. I found this type of questioning offensive. He may have meant well, but he wouldn't ask this question if we weren't minorities, so we were offended. I also saw [redacted] smoking by the front door, which is illegal in WI, and most companies These Days, dont allow such behavior on company property. I also saw him there working OVERNIGHT, and then on during The Day. I don't Know how these people are scheduled, but it seems they may be on 24 Hours straight, which is wrong on so many levels. Why else, then, do I see him All Day, And All Night?
Incidentally, there was also this red-haired clerk (sorry I didnt catch her name) who was often smoking outside the door, and there was therefore nobody at the front desk. Is this what these people are paid to do?
Other complaints: No Refrigerators, no microWaves, no safes, no towels by the pool (which was not Heated enough), hallways and lobby are Very Cold (also not Heated enough), not enough towels in room, only 1 tiny garbage can.
Another major gripe is that they never serviced the room. On our Middle Day, we Told the front desk that our room was ready for service. When we came back, we found they didn't clean anything, they just emptied the garbage and left a bottle or 2 of shampoo. That's called cleaning? They didnt bother to make the bed, change the sheets, NOTHING. They didnt even take the old empty shampoo bottles out from the shower! What a joke!
And the biggest complaint of all: When we were trying to Check out, there was nobody at the front desk. We looked outside, we Said "HELLO", waited Several Minutes, no answer. We picked up the phone, dialed "zero", kept ringing, no answer. Waited about 15 Minutes! Then we walked around, and saw a clerk (who claimed to be the manager but this is doubtful) named [redacted]" taking out garbage on the other side of the building. We were like "Can you please help us? We have to get going." She rudely claimed that she has other things to do, besides just wait on customers. Well hello, this is a customer service job, and customers should come first. She never apologized, but continued to grumble and throw our receipt at us. I informed her that I would contact Choice.com, as well as Tripadvisor and she claimed that "I don't care. Do whatever you want". This was the rudest service I have ever seen at a hotel! My wife tried to explain why we were upset, and she didn't even care. She was very rude with my wife as well. She didnt apologize for keeping us waiting, and instead got mad at us, for "interrupting" her work. Well hello, thats why they should have housekeepers, and front desk clerks. She claims to be both and also a manager, all at once. This is a customer-oriented business. If you can't serve your customers, then find another line of work. Reading through Tripadvisor, it seems that 95% of the reviewers agree with me.
I have stayed in hotels, all over the country, and the most important thing is customer service. Usually, the first thing I am asked when Checking out is "how was everything?". Not in this place. [redacted] actually got upset that I bothered her cleaning duties, by daring to ask her to please Check us out, because we have a long drive, and have to run.
THE FINAL KICKER: These is tried to Charge my Credit Card $50, claiming I broke a front desk phone? How ridiculous is that! Of course, I promptly had my bank reverse The Charge, but to think that they would even attempt something like this, to get revenge on us for posting a negative review, Says all u need to Know about this place.
This hotel is a disaster, and I recommend that nobody stay here. Please look elsewhere.

This hotel was the worst ever! When making reservations online, the website shows a beautiful outdoor pool and huge indoor pool that states it is heated. The website also states it was newly renovated. Upon arrival they had a sign at the front desk “be back in 5 minutes” so we had to wait to be able to check in. They put us in the external building, even though when making the reservation we requested the main building. The stairway leading to the second floor of the exterior building was disgusting, hadn’t looked like it had been vacuumed in months, the toilet was loose, the bathtub was leaking and had rust stains so obviously had been for quite some time, there was no a/c or tv in the private bedroom, the carpeting had several stains on it and the curtains didn’t fit and had tears in them. When we complained about the room, they “upgraded” us to the main building, but we had to wait for the room to be cleaned.

When we returned to the room the a/c in the private bedroom didn’t work, when we called the front desk no one answered so we had to walk to the desk to get service. The front desk manager didn’t even know the maintenance guy’s name. When they came to fix the a/c he didn’t really seem to know what he was doing. To get to the front desk we walked through the indoor pool area where we found the pool deck to be filthy dirty, water temperature ice cold, and garbage in the pool. Not to mention the hot tub didn’t have any water in it. We took a look at the outdoor pool where the water was green and had tadpoles living in it. One gate was locked, but the second gate was open and had no signs saying the pool was closed, nor did the girl at check in tell us the outdoor pool was closed. We also discovered that one of the doors leading to the main building hall didn’t lock and didn’t have a latch.

We asked a man walking through the parking lot if he was the owner/manager and he said no, but then got into a Mercedes that had just been uncovered by one of the hotels staff members. So I’m pretty sure he was. No one was able to tell us who the owner was.

When we asked about the outdoor pool we were told the pump broke over the weekend, but they had a new one and would shock the pool and we could use it the next morning. After a night of no sleep for fear of touching anything we went to look at the pool and it hadn’t been touched, still that green color. While talking with other disgusted guests we discovered that we were all put in the exterior building and then “upgraded” to the main building (seems to be the same case with a lot of other reviews I’ve read). One guest was told the indoor pool would be heated by the next morning and it was still ice cold.

We couldn’t stand to be there anymore so we searched for another hotel. After finding one we checked out of the Chippewa immediately. Several of us went to the front desk to complain and the guy at the front desk, [redacted], claimed to have no power to give discounts or refunds but would be sure to tell the front desk manager, [redacted], when he came in that afternoon. While talking to [redacted], he insisted that the pump to the outdoor pool just broke over the previous weekend, but when reading other reviews there was several posted 3 weeks prior to our stay saying the outdoor pool had algae on it then, he claimed that was a lie. Also upon search for reviews I came across a picture posted a year ago showing that the hot tub was out of order.

We stayed at this hotel several years ago and while it wasn’t a 5-star motel it was decent for the price, now you couldn’t pay me enough to stay there again. You would be better off sleeping on a park bench before staying here.

On several reviews I have discovered that the general manager is giving this hotel a 5 star rating.

Review: I stayed at the Chippewa Motel & Suites in the dells the night of August 2nd. I have been trying to get a hold of the manager for almost a week now. Normally I would give them time but after reading all the other problems people have been having, I knew I would never get a call back.

Since the time we checked in we had problems. When we first got there we were told our room wasn't ready and we had to wait 20 minutes while they went to clean it. Then we were told that the room would cost a certain amount and then after we got to the room and I checked our account an 2nd amount was charged without our consent. When I called to find out what it was for, she told me it was her mistake and she charged the wrong amount since we had a Jacuzzi room. This did not make us happy, but we continued with our stay anyway. The water was not at all warm and it was like that until the time we checked in, until the time we checked out. We were not able to use our Jacuzzi or shower in the morning, because the water was too cold our entire stay. We complained about this and weren't able to talk to someone until an hour later. They constantly had the "Be back in 5 minutes" sign up. When I called I got an answer but she said she wouldn't be back to the desk for another 20 minutes. Once she was back I told her I wanted to talk to the manager and I wanted a refund. At that time she took my information and ensured me that I would get a call back. When I called on Monday to talk to a manager I was told she was on vacation. This was the most horrible stay we have ever had in a motel and this business just takes your money (some of it without asking) and doesn't fix anything. The candy and ice machine were out of order. The signs on them looked like they were from years ago. The room was also dirty. I am upset that I had to pay $113 for a Jacuzzi suite and I couldn't even use it.Desired Settlement: Desirably, I would like a full refund and for this business to be required to do some maintenance. They also need help with their customer service. The manager should be dealing with the problems instead of robbing people of their money.

Horrible experience. Non working toilets, no towels, no phone, no table and chair in room, non working tv, shower had no hot water and barely showered down, and found drill bits on the floor. Manager [redacted] was rude and asked why we continued to stay dut gave a 10% discount. We've had better service and accommodation at a camp ground.

Review: I reserved a room at the said hotel and then cancelled it in well enough time specified on the cancellation date and they still charged me I have the confirmation number for the cancellation -- [redacted] -- I tried to call the hotel to resolve this and was dealt with rudely as the reason for this complaint.Desired Settlement: I would like a full refund of the money they charged my debit card which was $113.44

Business

Response:

Review: We got to the hotel(Chippewa Hotels & Suites on 08/02/2014) we were told that the room were being cleaned at this time so we could not see the room. Our room was a suite, we had a total of 6 people.When we got to the room it had a foul smell, I had to spray a whole can of febreze air refresher on the curtains and floors so we could stay in the room. We had no bath or face towels, I went to the front desk was told they are in the washer and we would get they shortly. After about the 3rd time going to the front desk about the towels, we received them at 10:00pm. The pool water in the hotel was very cold was told something was wrong with the heater, the water in the pool was cold. Also other people at the hotel was complainting that they had no hot water in their room. When we got up Sunday we had no hot water in our room. I informed the person at the front desk, was told he was just the clerk and could not give us a refund to call the next day and talk with the managernt ([redacted] or [redacted]), Before I left the hotel, I left my home and work phone number for them to call me back they never did , I had to keep calling them. It took me several weeks before I was able to talk with the manager [redacted]. I had to keep calling the people at the front desk told me, they did not know his schedule or would not tell me when he was there. I finally got in contact with Jamine explained the situation, she told me that the owner, would only give me a refund of 10%. Informed Jamine that for all the inconvenice we went through I wanted my money back.Desired Settlement: I would like a refund, I paid a told to $182.00 for one night.

Business

Response:

Review: on July 9 I went to this motel and asked for a room for one night,the clerk gave mea price of 81.67 and I accepted, and I pain requested amount,but unfortunally I had to change the plans and cancelled the reservation half an hour later.the same clerk-named [redacted],told me ,that his manager is not in that day and he only has "power" to refund any payment and he promised me to take care of it.I called few days lated,when my money did not appear on my account and asked about,spoke with [redacted] again,who claimed,that he spoke with his manager and he will do it again,got my phone number and I never got phone call from him,I called several times and no refund,always the same information,the manager is not inand they can not do it anything without his approval.Two weeks ago ,I had happened to be in Wisconsin Dells,sopped by and wanted to talk to manager,[redacted] was there and he said,that he is the manager,but he is not willing to help me out.

Business

Response:

Review: We booked two nites at Chippewa Motel for June 19 and 20 2013. After we checked in I noticed the hot tub was covered .So I ask if its gonna be open and the desk clerk said no parts are on back order. I said we still have the indoor pool if it rains and the clerk said you can swim in there but the heater is broke. then I ask about the outdoor pool and he responded we just filled last week and its all ready. Well the outdoor pool water was dirty and very green. After talking with family ,desk clerk and the manager the sameday we checked in, we decided to stay one nite and they would refund our credit card 102.10 for the nite of June20 . The morning of June 20 th we checked out. We checked our credit card statement and they did refund our credit card 102.10 on june 19 but recharged us 102.10 on june 21Desired Settlement: Businesses shutdown until new managament takes over.

Business

Response:

I am not sure what our staff had told you. But Our indoor pool has been working fine. It hasn't been down since when we renovated it in Spring 2012. Our hot tub has been in use since 2012 and we aren't planning to have that anytime soon either. All of our staff are well aware of that. I am not sure who you talked to. But I apologize for any inconvenience this may have caused.

If you checked out and if you have a receipt from the hotel that shows that you were refunded, please forward them to us and we will be happy to honor that.

[redacted], GM

Chippewa Hotel & Suites

Consumer

Response:

We have receipts showing us being charged for two nites and then another one showing us getting credit for one nite that we did not stay. The motel has a copy also. We also have pictures of the empty hot tub and green pool outside. There is seven of us to testify to the cold indoor pool water and what the desk clerk told us. The heater is on back order. Due to the credit card company cancelling our credit card an issueing us a new one so no more unauthorise charges can be made, we will now need a money order from Chippewa Motel in the amount of 102.10

Review: I had reserved a motel room at the Chippewa Motel in Wisconsin Dells for the night of June 16th, 2015 through Expedia.com

When I arrived to the motel the front desk lady named April took my debit card to charge me for the 1 night at the price of $113.69. When I got into my room there was no cold water, we heard water running in the walls (which was leaking into the room and making the carpet all wet), the toilet would not flush, there was mold on thr curtains, there was a screw in the shower and there was hair all over the sheets.

I went back to the front desk to complain of these problems and was reassured by April that her manager had said anyone not wanting to stay because of their water problem would be issued a full refund withing 3-5 business days. I said that's what I'd like to do.

On Sunday I checked my online banking and saw 2 separate charges from the Chippewa Motel for $113.69, there should only have been 1 charge to it.

The following week I was never issued my refund and when I tried calling the motel no one answered the phone Monday -Thursday. Friday I called and got a hold of April again. She informed me my debit card was not on file and I had to go through Expedia to get my refund. I questioned how my card was not on file since she had swiped it on their machine and on my bank statement it has the name of their motel and not Expedia.

I called Expedia and the confirmed what I thought and said that no money was taken directly from me from them. They also called the Chippewa Motel and talked to April telling her this.

There still was no refund for the 2 charges I was promised would be refunded as of today 5/29/15. I called the motel again and talked to April. She told me her manager was out of the office but would return within 2 hours and process the refund. I did not hear anything after 3 hours and called back asking for the manager. At this time I spoke with [redacted]. She said I had booked for 2 nights and that's why I was double charged. I told her this was not true and I had only booked for 1 night. She said she'd only process a refund for 1 night. This refunded still has not been put into my checking. I told her that was not right and I demanded to be refunded for both charges like originally promised.

All I want out of this is to get my full refund of $227.38.Desired Settlement: All I want is my full refund of $227.38 and if it is not refunded by June 6th, then an extra $25 to cover overdraft fees from necessary bills being paid.

Business

Response:

Sorry for the inconvenience. But we have already gave a refund ofor $227.38 back to your visa card. You may want to check with your bank.

Review: I stayed at this hotel on july 24 to july 26 when I checked in they gave me room 122 then I checked out they charged me for room 127 so I was charged for two room when I only stayed in onDesired Settlement: I want a refund for the 2nd room I was charged for in the amount of 227

Business

Response:

Review: The motel first of all should not even legally be open. Not safe for kids. Anyways that all said we told the front desk guy we wanted our money back for the second night we were not gonna stay there the second night no way. He told us he would remiburse us for our second night and also give us a ten percent discount. Well we just got our credit card bill in mail yesterday and he charged us for the second night and no discount.Desired Settlement: We just want our money back like he said he said he would do.

So the reason why we picked to stay here in the first place is because we wanted a cheap room and we could keep eye on the kids better by the pool versus a huge waterpark motel.....We get there the office stinks really bad. My dad asked the guy about the indoor pool. The office guy said the pool heater wasnt working but it was fine to swim in. My kids went in it and it was like ice. We asked the guy where the out door pool was ..He looked us right in the face and told us there was a nice pool up on the hill by parking lot. So we went to check out outdoor pool and it is so green and full of algea. No way you can swim in it. We brought food to grill out because they said they had outdoor grilling area. The grill had a huge hole in it burnt through...you couldnt even put charcoal in it if you wanted to because it would fall right through the grill. The hot tub was broke and no water in it. The rooms were dirty. My mom went around and sprayed all the beds with bedbug spray. WE asked for more towels and the guy told us he didnt have any and we were like the place is dead cant you go in a diffrent room and grab us some? and you had to pay for ice are you kidding me? There was a broken window in pool area. The air conditioner in our room didnt work. My brother went to go make a sandwich at the table in the room he bumped his head on the light that hangs from the ceiling and the lamp shade fell off of it. And dont even get me started on the continental breakfast. This place is not safe for kids and should not even legally be open. WE told the guy we wanted our money back for the next night we were going somewhere else. He supossed gave us our money back plus a ten percent discount. WEll guess what we got our credit card bill in the mail yesterday and he charged us for the second night. So now we are fighting to get our money back. would do for us. His website is also very misleading. Everything on that website is not true.

Business

Response:

There must be some mis understanding. Please give me a call at [redacted] and we can figure out what happened. Also you wouldn't be able to see discount or refund next day as credit card and debit card companies don't release them right away. But please give me a call so we can find out more. I would need more information from you to look into this.

FYI, We are State and city approve and certified to be open as a hotel. I am not sure what you are referring to. If we weren't then we wouldn't have a sold out weekend with over 250 people in our hotel.

Thank You

Chippewa Hotel & Suites

Consumer

Response: