Chula Vista Resort & Waterpark

contacted guest.  Refunded decorating package.  [redacted] is satisfied with the outcome.

please find below the activity notes from the reservation. There was compensation given and guest was satisfied at the time of the stay. No further compensation will be given. Thank you Entered By: LIZD - 3/4/2017 10:15 AMguest called to state that they did not want maintenance to enter when...

they were not there. Nikki called maintenance and they already took care of the issue. Entered By: CHRISL - 3/4/2017 9:53 AMspoke with guests, maint called for FP.  Guest is satisfied. Entered By: JENN - 3/4/2017 5:43 AMGuest called down and wanted to speak with a Manager right away, I told him who I was and I would do my best to try and fix the situation.  He told me that he had called down thru out the night with all the different issues he was having and he could not get any of them fixed.  He stated that the Fireplace in his room was making a funny noise which caused him concerned that he didn't want to use it.  Maint did come up and told him that there was nothing they could do unless they took the whole thing apart and then no guarantees that it would be fixable.  He was having trouble getting a food WIFI signal, neither one of the remote controls worked (Maint did put new batteries in) No DVD player was in his room and as he put it "in the contract it shows that a DVD player will be available in the rooms."  I apologized and we discussed what we could do to help turn his stay around.  He said he was very happy that he finally got to speak with someone who wanted to make things right.  I provided Breakfast Voucher for family (5) but he still would like to talk to a Manager about how things were handled earlier in the night.  He will be calling down in the morning or coming down after breakfast to talk to Chris. Dan HoppeGeneral ManagerChula Vista Resort2501 River RoadPO Box 30Wisconsin Dells, WI 53965Direct Line 608-253-0649[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]

I am in receipt of your not of May 24, reference  #[redacted]. The position is based on the notes from our agents and manager and the guest feedback that they were satisfied at the time in March that there will be no additional compensation given.  Thank you. [redacted]

The credit card has been refunded

I played phone tag with [redacted] a little bit. We have come to an agreement of sending him a BOGO stay. I have sent that in the mail to him. He has stayed her a few times before hand and said he had a good time. It was just this time how check-in went that changed his mind. He is willing to come try us...

out again.

[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]

Revdex.com:As I stated in my last response I am listed as a co-guest under Clint Albert we live at the same address. You can mail the certificate to [redacted], WI 53188. Thank you.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]

[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.]
Better Business...

Bureau:
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]

Revdex.com:
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. Troy the sale manager told me that we would be entitled to a FULL refund of the deposit that was placed on my husband's credit card and immediate cancellation of this membership upon receipt of a signed releaseKacey the rep who called me regarding the vouchers before we stayed told me I had no obligation to buy anything from the Club, it was only asked that I attend their meeting and that was the gift for attending the meeting with the Club Troy the sales manager also told me on 7/11/16 that I was not required to return them for the same reasonThe meal  vouchers were provided to me upon my arrival at Chula Vista on 7/5/16 and I did not attend the meeting with the Club until 7/7/16.  We had already used our vouchers at that time so we could use them before we checked outPlease assist with resolution, I am requesting a FULL refund of our deposit AND 100% cancelled membership For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

I have sent all of this to the Club member services for review. As soon as they return information to me I will send you their response. Thank you

We will have their member representative reach out to them to help resolve this issue

Revdex.com:
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.Once again, we do not accept this response as any sort of compromise offered by the Chula Vista Club.  We have used the correct websites (including Leisure Time Passport) and found better prices by going onto these hotels' websites and/or calling directly.  Attached I performed a search for places in Orlando, FL during a week in August.  If I wished to get a "Bonus Week", I am limited to only ONE resort.  This is NOT the deal that was advertised or claimed by Chula Vista Club.  It is not a matter of not knowing how to navigate the websites or miscommunication.  There is simply a lack of deals to navigate for.  This is simply false advertising.  
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 missed a call on 4/5/16 from...

Chula Vista. I called back minutes later to no answer. I attempted to call back several times to no answer. I will attempt to call them back again today 4/6/16. I do accept the response to get in contact with member services to help resolve this issue.
Regards,
[redacted]

We have pulled everything for this guest. When she signed up for the club preview she was not offered the future night stay, she was offered other dining gifts instead. When signing up for the club promotions there is a variety of gifts you can choose from. With that we only allow a certain amount...

of each gift per day as well. In her package the future night stay was never included for this. The Club has attempted to contact this guest to inform her.

Review: I bought a membership for the club at chula vista because the salesman promised I would get the best pricing available on rooms at chula vista and 50% off drinks and the buffet. I purchased the program based on those promises.the buffet is no luck nger offered. They give a smaller discount on drinks than I was promised and I can get cheaper prices through their internet mailer than I do on my "exclusive " membership.Desired Settlement: I want out of the travel contract that I purchased because the club and chula vista resort are not offering the service I purchased.

Business

Response:

I have sent all of this to the Club member services for review. As soon as they return information to me I will send you their response. Thank you

Review: Check in time was at 4pm. When we arrived our room was not ready. They informed us that they would texted us to our cell when it was ready. After two hours of not getting a text, which was now 6pm. We decided to go back and check on our room situation. When asked to speak to a supervisor, we had to go check in at a different check in point. And was informed to ask for the manager [redacted]. When we got there we asked to speak to [redacted]. They lady at the service desk said oh I'm a supervisor. So I said to her maybe you can help us out. I informed the supervisor about our room situation that it was now 6pm and we had a check in time of 4pm. She got very rude with us and says oh there's no guarantee. I said well then if you can not help us then we would like our money back. She became rude again and said I can't do that because it was through groupon. She was were like ok just give us our room. We are so disappointed at there customer service and how they handled the situation. We will never be staying here again. All we wanted is for a discount or a free stay now because of it.Desired Settlement: We would like at least a discount or free stay due to there lack of customer service.

Business

Response:

I played phone tag with [redacted] a little bit. We have come to an agreement of sending him a BOGO stay. I have sent that in the mail to him. He has stayed her a few times before hand and said he had a good time. It was just this time how check-in went that changed his mind. He is willing to come try us out again.

Review: Stayed at this resort for 1 day on Monday 8-18-2014. We booked a themed room (space frontier) for $305 for the night. Immediately upon checking in we noticed the living room floor was saturated with water. We called down to front desk and they had maintenance come look at it. They said it was from the ac leaking and tried to fix it. They left with telling us to leave the 4 hotel towels to soak up the water then call housekeeping later to have them changed. They also hooked up a humidifier to run in the living room. This was already located in the bathroom which leads me think that this happens often. We couldn't use the living room and tv for this stay and were also not willing to use the ac in there either. We complained upon checking out that we would like a partial refund or to stay in a similar functioning room the next night which they refused to accomodate. They did give us a $50 conditional gift card that we will refuse to use till this issue is resolved for our lack of accomodations.Desired Settlement: Besides the room issues we liked the resort and would like to either be partially refunded or giving a complimentary stay for a night so we could come yearly to this resort.

Business

Response:

In regards to complaint number [redacted], I have honored the guests request and refunded the $160 which with tax was a total of $178.80. This was refunded to their card as of Monday, September 8, 2014 to which they should see the refund on their statement within 3 to 7 business days.

Thank you!

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I look forward to staying at Chula Vista resort again and can now see that they truly care about their customers. Thank you!

Best Regards,

Review: We did the whole Chula Vista "Club" Pitch, and excepted the offer of wonderful vacations that could only be had through the Chula Vista Club membership. They promised low prices most of the time that was EXCLUSIVE through the "Club" membership. After returning from our vacation I went to the site that the salesman said we would have to logon to to get those luxurious vacations for cheap, only to realize that we did not need the "Club" memebership in order to use that site([redacted]). After calling and asking to cancel the membership and a refund, my wife told, it was a one time non-refundable fee, even though no service have been rendered and in-spite of the fact that we have been misled. I think that fact that even though no services have been rendered and they will not give a full refund speak LOUDER than anything that I can say, it's a "Got Ya" SCAM. Essentially all this is, is a TIMESHARE with Chula Vista even though the whole pitch was about vacations elsewhere.Desired Settlement: I want a full refund and cancelled membership.

Business

Response:

This member is not using the proper website that is password

protected for member only that offer exclusive members only benefits. At

the point of sale it was explained to the member before they joined that they

were joining for a one time non refundable purchase price. They were not

misled as they were shown before they joined the membership the actual booking

websites that are exclusively for member only. We have also contacted the guest concerning this matter and explained to them that they are not looking

in the correct spot for the member only savings.

We encourage the guest to continue to work with our

member services dept as well as his sales manager to resolve this issue.

Review: My fiance and I purchased "The Club" membership from Chula Vista while staying at their resort for a friends birthday. We were told that this membership would offer great prices for numerous vacations at prices that couldn't be found cheaper. I have been comparing numerous trips and this just is not true. The benefit of this club is primarily with usage at Chula Vista itself. I called "The Club" and spoke with a woman about cancelling the membership and she told me that there is no cancellation process at this moment, but that we could sign it over to another person to take over the payments. I wouldn't feel comfortable recommending this product to anyone unless they were going to stay at chula vista every month.

I feel as though the presentation of this left out details such as there is no cancellation process. I understand that the goal is to make a sell but this product just isn't for us.Desired Settlement: I would like to be let out of this contract with our initial deposit and the two months of payments of $120.70 with no impact on either of our credit reports.

Business

Response:

We will have their member representative reach out to them to help resolve this issue

Consumer

Response:

[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.]

I missed a call on 4/5/16 from Chula Vista. I called back minutes later to no answer. I attempted to call back several times to no answer. I will attempt to call them back again today 4/6/16. I do accept the response to get in contact with member services to help resolve this issue.

Regards,