Chula Vista Resort & Waterpark

Review: While staying at [redacted] with relatives the [redacted] was offering free items to customers if you came and listened to there promotion for The Club at [redacted]. They said the promotion would be 60 - 90 minutes, we were there well over two hours. They were offering a free night stay at [redacted] if you came and listened to the promotion however it has been almost a month and I have made numerous calls leaving voice messages about the coupon for free night and nobody returns my calls nor has a coupon been mailed to me.Desired Settlement: Would like my coupon for a free night a Chula Vista mailed to me like the offer stated.

Business

Response:

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: We checked into Chula Vista resort on 7-12-15 for a 5 night stay. There were 8 adults,1 5yr old and a 2 yr old.When we checked in the price had changed and they said that it was because the taxes had increased as of 1-2015.I received no notification about it,but we were already there so we paid the small difference.We are Club members, so we expected a nice room.We got to the room and it was so small! We had gotten a very small 3 bedroom condo.We requested that they give us a 3 br condo like the one we had last year. We found out that there are smaller 3 bedroom condos and larger ones, I guess for the same price. Everything was fine after that until my 8 month pregnant granddaughter found a bedbug in her bed. She had been getting bit and we thought it was a mosquito that liked pregnant women!We called up and housekeeper came to the room and verified that it indeed was a bedbug.We were going to Mt.Olyumpus for the day and the resort said that they would change our room and we should leave all our clothes there and they would run them thru some ultrared dryer(I think that's what it was).We questioned whether any of our things could possibly be damaged and we were assured that because they wouldn't be wetting our clothes that it would be ok.We returned to the new room and started to sort out the clothes that had been left in trash bags on the floor.After sorting them out my daughters clothes were nowhere to be found.My greatgrandson's dog and a few other items had red stains on them also.We started calling the front desk at least 15 times and we went down to the lobby at least 6 times.We were told we had to fill out a theft report. The next day we asked for at least some of our money back and some compensation to get my daughter some clothing to get home in.She only had her swimsuit,cover-up and flip flops. She had to go and buy some underwear to wear for our last dinner.We were given a $500 certificate to use for our next stay there and free breakfast on Friday.I don't want to return.Desired Settlement: I would like a refund on the 3 bedroom condo that we had. The insurance that contacted us will pay for the damaged and missing clothing, but I want a refund on the room. I feel as though that would be a goodwill gesture from Chula Vista, because our vacation was ruined by THEIR actions, not mine.

Business

Response:

We have taken care of this with the guest. in refunding their stay.

Review: I checked into the Chula Vista Resorts on 7/11/13, using 2 different credit cards to pay $459.94 on each card. However my credit cards were both charged 459.94 3 times each, instead of once each. I contacted Chula Vista and originally spoke with Brianna in guest relations who told me there had been a computer glitch that was caused when they ran batches that evening and everyone's card had been charged 3 times in error. When I inquired when the problem would be fixed I was told I would need to speak with the manager [redacted]. I was transferred to her extension and left a message. [redacted] returned my call and told me it was not their error but it was their credit card processing companie's error and that she had no idea when it would be resolved so I needed to call my credit card companies and dispute the charges. I told her I did not understand why Chula Vista couldn't just reverse the charges, that's when I was told it wasn't their problem and they only became aware of the problem right before I called. This problem has caused me to be over the limit on both of my credit cards and unable to use them. They have charged me $919.88 additional on each card for a whopping total of $1839.76 in bogus charges. I also left a message with [redacted] the general manager whose name [redacted] gave me.Desired Settlement: I would like them to credit each of my cards back the $919.88 they overcharged me on each of them for a whopping total of $1839.70. I would also like to be refunded for my stay there which turned into a disaster.

Business

Response:

To Whom It May Concern;

This guest issue has been corrected directly with the guest. We apologize for any issues this may have caused the guest.

Review: Due to a Groupon, I decided to try Chula Vista instead of staying at Wilderness like we do 3 times per year.

We decided after we booked that we would get married while in the Dells.

Because we were now going on our Honeymoon instead of just a family trip, I asked Chula Vista if they could upgrade to a condo so we could have privacy to consummate our marriage. I was willing to pay nearly anything to change to a condo.

Instead of charging me a ton for a condo upgrade (like I was completely amenable to paying since it was our honeymoon) Chula Vista staff (Supervisor [redacted] was inflexible and rude.

They refused to change anything for us to make our honeymoon more comfortable.

The terms of service stated that no-shows would be charged even more on top of what I already pre-paid for the room.

I wanted to go somewhere else and just eat the $100+ that they already made me pre-pay, but the fact that you're locked in and the threat that they will charge no-shows for even more money stopped me from going somewhere I would have rather stayed.

Thanks Supervisor [redacted] for ruining our honeymoon.

We can't even consummate our marriage because you wouldn't let us be in a room where our children weren't in a bed right next to us.Desired Settlement: I want my money back.

Chula Vista ruined my honeymoon (Specifically Supervisor [redacted]).

Why run a promotion to draw people into your facility?

You could have made more money off me and upgraded my room for my honeymoon.

You could have made a customer for life, as we visit the Dells 3 times per year.

Instead, you convinced us never to return.

Business

Response:

I have spoken to this guest. She has been upgraded to a 2 bedroom condo. The agent that was trying to assist her was trying to upgrade her to a 2 bedroom condo. However when she asked if she could put the guest on hold for a moment to speak to her manager about a proper upgrade fee she was furious and hung up on the agent. I personally called her back and s[poke to her husband and was able to provide everything for them.

Review: This resort did not give me the Family Fun Package that was indicated on the internet site. I paid $236.17 for this package which included the room and vouchers for a 1 day stay. The vouchers were received at 11:45 Pm due to their error and my

check out time the following day was 10:30AM. I was informed by the night clerk to just check out at 10:30am and use the vouchers after my stay. I explain to the clerk that this was unacceptable and that I would like to speak with a manager. I was informed that the manager would be available at 9:30 am the following day. Prior to checking out I requested once again to speak with a manager, and was once again informed that no manager was on site. I therefore left my telephone

number for the manager to call me once I arrive home. I am still awaiting this telephone call. I called the resort another 3 time after returning home and was always informed that ALL managers were busy or in meeting. One of the clerks informed me that this is a family owned business and that they could care less about complaints.

Arrived at Chula Vista Resort 08/20/13 3:55 Pm Waited 30 minutes to check in for a 18 hour stay.

Departed Chula Vista Resort 08/21/13 10:30 Am Clerk refuse to give me a receipt stating that the computer shuts down all rooms at 10:30 am.

Resort [redacted]

Personal contacts at the resort

August 20,2013 4:30 PM ( [redacted]) Registration Clerk No vouchers with check in

August 20,2013 11:45PM ([redacted]) Vouchers received August 21,12 [redacted] (Check out)

August,21,2013 03:11 PM ([redacted]) August 22,13 11:32 Am ( [redacted])

I was informed that the manager name is [redacted] . [redacted] was unavailable at all times and has not return any telephone calls.Desired Settlement: I have filed a complaint with my bank to have half of my money returned. This business should be aware of how they treat their customers. Bad news travel much faster than good news.

Business

Response:

To Whom It May Concern;

We would like to apologize this guest was unable to use her Family fun vouchers during her stay and have refunded the CC on file in the amount of $111.50.

Review: I AM A MEMBER OF THE "CLUB" AT THIS RESORT AND I PAY A MONTHLY MEMBERSHIP FEE. I WANTED TO MAKE RESERVATIONS TO ATTEND THE RESORT, BUT HAVE RECENTLY LEARNED THAT THE RESORT HAS BEDBUGS!

I AM ASKING THE RESORT AND/OR CLUB TO EITHER LET ME CANCEL MY MEMBERSHIP OR PROVIDE ME WITH A CONCESSION OR CREDIT UNTIL THE MATTER HAS BEEN RESOLVED AND PROOF IS GIVEN TO THE LOCAL HEALTH DEPT STATING THAT THE ENTIRE FACILITY HAS TREATED FOR THE BEDBUG INFESTATION!

I HAD ATTENDED THE RESORT ON JUNE 12TH 2015 AND ALSO SPOKE WITH [redacted] NELSON (MANAGER OF GUEST RELATIONS AND ADVISED THAT I HAD SEEN ROACHES AT THE RESORT!!Desired Settlement: I WANT TO BE ABLE TO CANCEL MY MEMBERSHIP WITHOUT A NEGATIVE IMPACT ON MY CREDIT REPORT OR RECEIVE A CONCESSION/CREDIT OF MY MONTHLY MEMBERSHIP FEE UNTIL THIS MATTER HAS BEEN CLEARED BY A HEALTH DEPARTMENT AND DEEMED SAFE FOR THE PUBLIC

Business

Response:

We have followed every procedure and policy. We have been cleared by the health department and this guest was not even affected or a part of the original concern. We have been cleared to keep going with production.

Consumer

Response:

Review: I booked on line for my first stay at Chula Vista. I often stay in the Dells but never here. A few days after I booked on line, I received a cal from [redacted] (Club Sales) about spending 30 minutes listening to a couples club pitch in return for $200 dollars worth of vouchers. Initially I was arriving with my husband and my daughter and 3 of her friends. My husband was sick so I checked in on 3/26/16 with just myself and my daughter and her friends. We arrived at 11:30 because [redacted] said part of the deal was an early check in. I told the lady at the front desk that my husband may come but I didn't think so and I was not likely to make the Sunday club session for the vouchers The lady that checked me in didn't know anything about an early check in so we could not get a room until 4pm. She gave me the packet with the vouchers. I had to leave my luggage at the front desk and go to the water park. The water park was over packed and I sat on the floor in the corner with all of the kids bags and clothes for over 3 hours until someone in front of me finally left and asked me if I wanted his table. The next morning the girls didn't even want to go in the water park because there were so many people in there it wasn't even fun. It was my daughters birthday (missed opp for the resort to impress).

This is where my real issue starts. We checked out and went to breakfast at Kaminskis'. The food was terrible and the restaurant was filthy. I payed $53;00 for some uncooked eggs and disgusting sausage. My 13 year old can make a better breakfast. Mr [redacted] should not put his name there. We went downtown Dells to shop and went home. On Tuesday morning I checked the balance on my debit card which I left for incidentals. I saw a $200 charge from Chula Vista from Sunday evening. I was shocked. They actually billed me for the vouchers which I never used and never signed! I started calling the resort at 5am Tuesday morning. No one could could help. I called at 7am, 8am, 9am, 10am, 11,am, 12pm. I spent all day calling this resort while at work. I finally spoke to a manager who said the "club voucher" guys were not really part of the resort but promised that they would call me. They didn't. I called again 4 more times all afternoon. I finally spoke with [redacted], the Manager, who assured me, the club voucher guy would call me. Finally at 3:30pm, I used zoom info to get the C-level contact information. I found [redacted] and 2 other C- level execs which I emailed. They didn't email back so I called [redacted], the owner. He answered and I explained my situation. He transferred me to [redacted], who promised to credit me the $200. My problem is they left me with $4 dollars in my bank account, on the down low, sneaky like, and everyone at that resort ignored my pleas to resolve the issue. Terrible customer service. [redacted] did say she credited my account. I have yet to see it.Desired Settlement: I want a refund on my stay there. I will likely never stay there again. The refund will keep me from posting bad reviews on every social media site I am connected to. I am from Wisconsin and connected to the Dells. If Chula Vista wants to keep my mouth shut, the only was is to refund my entire stay and erase this miserable weekend from my memory

Business

Response:

guest has been refunded the $200 charge. Typically a refund can take up to 2-7 business days to reappear on the credit card.

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.

Regards,

Review: I went to Chula Vista Resort on 07/28/13-07/31/13. I agreed to listen to information on The Club membership, in exchange I received a $50 dining credit & free lunch for myself and my guests.My appointment was scheduled for Monday, July 29th at 12:00. The program was explained to me by Par Harding (The Club representative) and the Sales Manager, [redacted]. I explained to them that I was familiar with the program and that I attended once before about 2-3 years ago. [redacted] mentioned that I should have only been able to attend once but that he would make an exception this one time. I told them that I was laid off from my job back in 11/2011 to 12/2012 and that I was concerned I wouldn't be able to afford it if I lost my job again. I told [redacted] that I only had about $3,000 available credit on my credit card & he said I could pay 1/2 on my credit card ($2,745 + tax) and the other 1/2 in 36 monthly no interest installments beginning 09/15/13.I signed the contract with [redacted], who also explained that it was a non-refundable program.I had second thoughts & went to speak to [redacted] at 10:00am the next morning. He was not available. I spoke to Adrianna. I told her I wanted to get out of the contract since I could not afford it and I was not going to use it. She reiterated to me that it was a non-refundable program and asked me if I understood that when she explained it to me the day before.She also mentioned that I could also have another family added to the contract as well (to split the membership cost).I understand the contract is non-refundable. Please help me. I am a single mom who does not receive any child support. My credit card balance is now at the limit ($12,000) after the $2,745 payment was applied. My son needs braces and I need to save money for college.Desired Settlement: I would like the $2,745 + tax payment refunded back to me from my Visa card and stopping any monthly checking account withdrawals for 36 months.

Consumer

Response:

My sister also contacted [redacted] at Chula Vista and spoke to him

today. [redacted] mentioned to my sister that [redacted] said that he asked me at

least 3 times if that is what I wanted to do and I had said yes.

Review: In February, my significant other and I joined the Club at Chula Vista Resort. We spent 3 hours speaking with the salesman and were told that we would enjoy the Club membership at Chula Vista for future stays at this resort and also significant discounts on other travel, which included 7 night condo stays and hotels in other locations worldwide. We were not given any additional time to check into this 'deal' and had to make a decision on the spot and sign a contract that has no option of withdrawal (even with penalty!). We assumed that this was a legimate sale and that what we were told was true. We have agreed to pay thousands of dollars to Chula Vista for this membership. However, it became apparent once we were home and trying to book our own vacation plans, that this was a bogus deal. The websites to book hotel stays are conveniently not working (under maintenance), and when calling these other businesses (Trading Places International), they do not provide any discount. In fact, we have found better prices on hotels by looking them up directly online or calling the hotel. There is NO benefit here! When trying to book a future stay in a condo for an upcoming vacation, the condos are not available for the time frame that we need them to be. Chula claims that we are trying to book this too early; so this really only will work if you are interested in making last minute deals. This is NOT what was sold to us during our meeting. We were told that we would have these deals available for 14 months prior to our vacations. They claim that we misunderstood. I believe that we were sold this membership on a false premise. We called and left emails with Club representatives that never called us back (they never answer their phones!) or emailed us back. We set up a meeting face to face on a visit in which they claimed that we were the mistaken ones. The customer service is terrible! Not once did the representative offer condolences, make apologies or try to make this right. We asked if we could be released from this contract (even with a penalty), and were flat out told no. This is an absolute scam and in my opinion criminal.Desired Settlement: We would like to be released from this contract and reimbursed for the money already paid to the Chula Vista Resort for this club membership that was sold to us on a false premise.

Business

Response:

We will contact this member, We apologize that they received poor customer service by their standards. Our member services representative sat down with them for 1 and ½ hours working with them in person helping them understand their membership program and the places they can travel. Once [redacted] returned home our member services rep spent spent approx another hour oh so on the phone with him walking through their "Members Only" password protected website. Out notes state that the member continues to go to the non member website. We are more than happy to help them with their membership and will have a sales manger reach out to them ASAP for further assistance. Also our member service department hours are consistent and have not changed. The dept is open from 9am to 4pm and is closed on Wed and Thur and can be reached at 1-877-474-2582 opt#1

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]First, the business's times of meeting are grossly exaggerated of meeting times according to our notes. We, the members, are NOT going onto non-member sites to research prices. I may have done this one time, but I still find the same complaint when using the 'member' websites. But all of this is moot. The bottom line is that the Club membership was sold to us on false pretenses. We were not told during our original meeting that only one week per year would be available to us for the discounted price. Also, the availability of condos and hotels is skim to none during times of travel needed. We are not last minute vacationers and apparently, this is how one benefits from this club membership using locations OTHER than chula vista. We were given the impression that we would be able to book amazing deals with hotels and other condos in different locations at any time before travel. Their response is unsatisfactory because it is NOT a misunderstanding of how we currently perceive the membership and there is no attempt to make this situation right by refunding our money and releasing our contract that we agreed to on false understandings.

Review: I stayed at the resort. My credit card was connected to my room. My mother was a guest of my room. She discussed with their club for a tour of a purchase club. She signed up. She was never asked for a credit card to hold the reservation, nor was she informed that she would be charged if she did not attend the presentation. The day of the tour the weather was bad, and we had to travel home. She informed them she was not interested any longer. No one mentioned that there will be a charge nor will they need her credit card to charge her. My credit card to my room was charged. I did not sign up for the tour nor did I authorize my credit card to be charged. I have contacted the resort a number of times about this situation. They always tell me a manager of the club will need to get back to me and no one has contacted me back.Desired Settlement: I would like

1) the 104. 72 returned to my card as this was not my contract

2) Their policy of whose credit card should/will be billed either changed or properly enforced since many couples/adults do vacation together and share rooms to split costs.

3) Proper training of staff so that they will clearly explain to all individuals that there is a cancellation fee if you do not attend once you sign up

Business

Response:

The credit card has been refunded

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.

Regards,

Review: We are Canadians and stayed at the chula vista resort for an evening, we were advised of a program they offered for cheaper hotels, flights, vacations, car rentals etc. We were advised this program would save us money and assured we could use it in Canada and locally which we can not. We were included in a few different programs which are now calling us and mailing us letters we must pay more money to continue to be a part of their program. We also were advised we would be given a free week vacation, when we tried to use the "gift certificate" it advised us we still needed to pay for it. When I called chula vista I was advised "oh I'm sorry its actually not a free week but rather discounted" we paid $5000 for this program that is a scam and not valid in Canada. I can get cheaper hotel and travel prices on any other site on the internet. They lied about everything in our meeting and guaranteed it would save us money and it has not. We have been paying a monthly payment each month until recently I refuse to pay due to it being a scam and they sold off their accounts to a third party account that we did not sign up with. They charge us a $10us fee every time we make a payment. Its rediculous. They can keep the money we have paid I just want out of this program as all things promised have not happened or were a lie.Desired Settlement: To no longer make our monthly payments as the program is not valid for us.

Business

Response:

We have addressed the members concerns and will continue to

reach out to them to resolve their concerns. We have left voice mails and

are currently awaiting a return call from the member. They can contact

our member service office during business hours Friday-Tuesday between the

hours of 9am and 4pm central time. Should they reach a voice recording

please leave us a message and we will return their call as soon as a member

services representative is available during business hours. We will

continue to contact the member until this issue is resolved. Thank you, [redacted]

Review: On March 7th of 2014 I checked into the Chula Vista hotel with 2 friends for an ALL INCLUSIVE girls weekend. Check-in took over an hour so when we arrived in our room an discovered that it was not up to standards ie the sliding glass doors were full of hand prints obviously never cleaned, there was hair in the bath tub and a face/cheek mark on the mirror. We decided to let it go and not call downstairs because we wanted to get some food. After an evening out we returned to our room at 11:30 p.m. and discovered that there was what looked like baby puke on the arm of the sofa and when we pulled out the sofa sleeper there were no sheets so we called the front desk and we were told they should be in a pillow in the closet. Upon checking we found no sheets so the front desk said they would send some. In the mean time we did pull the extra blanket out of the closet for the sofa sleeper only to find "crusties" on it! At that time I pulled back the comforter from the bed I was going to sleep in and found a red item wiped on the inside of the blanket (I am still hoping that it was pizza sauce and not blood)! At this point we started freaking out and decided we should check the mattress for bed bugs only to discover a 6inch diameter of what appeared to be bed bugs on the box spring of the bed I was going to sleep in. A short time later the maintenance guy came with sheets and when we showed him the box spring he said oh that looks like mold call the front desk. I called the front desk at midnight and 1 hour later 2 managers showed up and checked our room. They were very apologetic and offered us a new room at 1:00 in the morning which obviously we took! The next morning we went to breakfast at the buffet at the hotel only for me to be served a glasses of milk in a glass that had been coated with dried orange juice pulp. Again the manager was very apologetic and offered to take the breakfast off of our bill however we were all inclusive so we did not have any bill. We had picked Chula Vista because when we looked at there site it said that they had an outdoor "hot springs" which in the add for their spa reads heated decks and an outdoor fireplace. The fireplace was never lit during the 2 days we were there and every employee we asked about the heated decks said that they have never had them. Can you say false advertising! We were also told that the fireplace was only lit until 3 pm for spa guests only not hotel guests. The other issue we had was the reaction that we had to the spa on Saturday evening. All of our suits were bleached from the Hot springs/jacuzzi and 2 of us had brand new suits for that weekend! As well as having skin and eye reactions from the chemicals. Not sure who monitors that but something was wrong! On Saturday afternoon we decided to talk to the GM [redacted]. He was also apologetic and agreed that we should have our bill adjusted. When we checked out on Sunday we were very upset to find that our bill had only been adjusted $100.00 not even the cost of the room for the night! There were also issues with poor service in the bar/food area rudeness and what not. You would think if a hotel offers "ALL INCLUSIVE" that you would be treated a little better. Also When you do all inclusive gratuity is not included and we descovered that they pad you reciept so it looks like the total you spent was more than you actually spent so that you will tip them more. For example, we went at happy hour which well drinks draft beer and appetizers were half price, when we got our recipt it did not reflect the half price at all so instead of being $43.00 it was &86.00. This is very deceptive! In conclusion we paid $930.34 for our weekend and we have sent a letter detailing our experience as well as filled out the on-line survey for Chula Vista and we have received no response. A 10% discount is totally unacceptable and after reading the on-line accounts of people who have had bed bug issues at this hotel I am certain that it was not mold but indeed bed bugs on the mattress! We expect that we should receive a more substantial refund!Desired Settlement: We expect that we should receive a more substantial refund as well as a written apology!

Business

Response:

We feel we have taken the appropriate action and compensated in a manner which was fair for both Chula Vista Resort and the guest.

Review: My family and I recently stayed at Chula Vista for five weekdays. From day one we had nothing but problems and issues with the resort. We were given an extra day to try to make up for the terrible service, which ended up worse than the first four days. I would like to be refunded the money I spend on a vacation that included:

* being sent to a room which was not cleaned; had to take my elderly parents and three small children to the other side of the resort to another room after a 11 hour drive from Ohio;

* a molding in the shower of the bathroom fell on one of my family members leg; no first aid was offered, nobody inquired if she was ok; luckily she is a nurse and performed the corrective cared; a gentleman came after a few hours to pick up the broken piece;

* on two separate occasions my family was locked out of our room; we were stranded outside the room "wet" waiting on someone to bring the "accidentally" deactivated cards;

* during two separate meals at the Market Fresh Buffet, food was on the floor - it took staff over 20 mins and 6 customer complaints to finally clean it up; I watched three ladies, a man and two small children slip on the grease from the bacon;

* the housekeeping staff was very unfriendly and spoke to us rudely when we asked for towels and an extra pillow;

* we were given a hard time and were extremely embarrassed at the front desk when we asked for replacement wrist bands for the water park; nobody told us we needed to save the old ones;

* contacting the onsite manager was ridiculously untimely;

* the staff and housekeeping employees were very rude and unfriendly;

* on the fourth day, ants were found near the pull out sofa bed; nobody came to check on it after three phone calls made to the front desk;

* another 45 mins were spent waiting for the onsite manager on the day of checkout for her to correct our hotel invoice for overcharges;

* we had to ask five different times for toilet paper to be brought up to our room, finally my husband went down to the front desk and demanded toilet paper be given to him;

* we spent much of our vacation miserable after spending over a thousand dollars on a three night stay in a two bedroom condo;

* we were told that these were all SMALL issues; I'm sorry, but these are all HUGE issues when on vacation expecting to relax and after spending over a thousand dollars for a few days.Desired Settlement: I believe that we deserve our full refund for this unacceptable treatment. I chose this resort as a possible future resort to host one of our yearly Site Manager Meetings. I would hate to see how an entire 100 - 150 group would be treated when 7 people were treated so terribly.

Business

Response:

To Whom It May Concern;

While this guest and her

family did not enjoy the experience here at Chula Vista we do apologize and did

make every attempt to compensate them fairly during their stay. They received

one complimentary night after they asked to extend their stay as well as

breakfast vouchers for the family and a $75.00 gift card for dinner. We

apologized several times and the guest was in contact with our management staff

during their visit.

The total value of the

compensation is equal to $633.55. We feel this was fair for the concerns

expressed. Again, the guest did extend their stay at no cost.

Thank you for your

consideration we have addressed the issues the guest experienced and will

continue to improve our guest satisfaction with the assistance of their

feedback.

Review: While at the resort for a conference, Feb. 6 & 7, I had lunch at the resort restaurant. The server added a $3.00 unauthorized charge. When I received my credit card statement I found the charge. I contacted the Chula Vista and requested to talk to a manager. I provided the receipt ticket number. The manager said they would credit my card and talk to the employee. When my next credit card bill came, not only did I not have the $3.00 credit but There was a second charge for an additional $3.00 (now I have been charged $6.00 - unauthorized). I immediately contacted the resort and asked for the manager. I was put into voice mail where I left a message about the issue. The manager made one attempt to contact me (3 hours after she was suppose to be at work - which is now when I was at work, and could not take calls). I have since left 2 additional messages asking to have the issue resolved and nobody from Chula Vista has contacted me.

A couple of years ago I had a similar experience with Chula Vista running unauthorized charges. It took some effort but I was able to get the unauthorized amount refunded.

I will not give Chula Vista further business. However, I do want my money refunded.Desired Settlement: To have my money refunded.

Review: Our room at Chula Vista Resort was confirmed as having bed bugs. When confirmed we were moved to a different room (upgraded) and compensated with two of three nights and gift cards to the resort. The hotel staff was unresponsive when dealing with the issue completely. They showed no compassion, urgency, resolve or empathy. They said they completely understood as my roommate stood there covered in bed bug bites (that she later had an allergic reaction to) and said they had done everything that they could and even went above and beyond what they typically do. When we requested something in writing that our room did have bed bugs (in case we went to the doctor or we took the bed bugs home with us) the staff refused, citing it was not legal for them to do so. When asked to explain why, they could not. They said someone would call us, ([redacted]) that was the only one who could deal with this situation, but he never called. From Wednesday, July 15th - Thursday, July 16th, we were constantly following up with the front desk and various staff to obtain resolve, they NEVER sought us out to ask how we were doing or if there was anything else that could be done.Desired Settlement: We are asking for our stay to be completely refunded and for written proof that we did indeed have an infestation of bed bugs. We want to be protected as consumers for future doctor visits and if we need to fumigate our houses due to bringing the the bed bugs home with us. We would also like a written apology from the hotel for the trouble that they caused, not from the bed bug incident, but the lack of urgency and resolve that they showed after the complaint was first made.

Business

Response:

We are currently working with this guest in getting everything resolved. They are in contact with our insurance company. We have had the health department come to our resort and has given us a clean bill of health on moving forward. We have always followed all policies when it comes to a situation like this.

Review: During my stay, the water in my room stop working, the toilet wouldn't flush, & the power went out for several hours. I asked the check out staff about compensation, I was told "no compensations were being giving". I asked to speak with a supervisor, she informed me she was the supervisor.Desired Settlement: An apology, billing adjustment or future stay credit

Business

Response:

I have contacted the guest in regards to her experience. The guest was refunded a total of $83.63.

Since the Chula Vista does not want to corporate I am going share our story. We have gone to the Chula Vista in Wisconsin Dells for years now. Every year this place seems to be going down the drain more and more. On Satusday afternoon my mom & I checked into the resort for a 3 night stay. The reservation was made under my mothers name. Sunday afternoon we were swimming when my 5 year old daughter started complaining that her skin burned. I noticed what look like chemical burns on her face, neck, shoulders, and in between her legs. We took her to the nurse station where we were given cortisone cream. Upon applying the cream she started screaming. I took her and her 1 year old sister back to our room where I applied more cream and allowed her soak in the bath because that was the only she got relief. My other 5 year old daughter (they are twins) was at the waterpark with my mom and siblings. I finally got my one daughter to sleep after basically crying herself to sleep. Around 10pm my 5 year old daughter who was at the waterpark started screaming and crying that her skin burned. I noticed she also had these burns on her but hers were mostly between her legs and her thighs. I let her soaked in the tub for 30-40min. After I washed her and got her out of the tub she was screaming again in pain. So, I picked up the phone and called guest services. About 15 minutes later two security officers and an EMT showed up to our room. We were given more cortisone cream, burn cream, and bandaids. I gave my daughter some Tylenol and after crying for quite sometime she fell asleep. My 10 year old sister also had small burns on her cheeks, and along her chin. Yesterday morning (03/28/16) I wake up and my one year old has what looks like a little burn on her face but also looks like a bite. Last night we went down for dinner and I asked to talk with a manager. The lady at the front desk tells me she's a manager and can help me, so I explain my story and offer to give her pictures. This lady then tells me that this requires someone higher up and took my name and number and told me I would receive a call that night. 1030pm rolls around no call. I call guest services explain my frustration that I feel that no one cares about my situation and the fact that my two kids have been suffering. She then tells me she is sorry and no one is here now to help and that we aren't the only people complaining of chemical burns. I call AGAIN this morning and she tells me all she can do is take $20 off the room. We just got home from the dells and I take [redacted] to the doctor for an ear infection and as we take off her clothes we find HORRIBLE burn looking marks with welts. The doctor told me this is absolutely from the chlorine levels being way to high in the pool. I now have a call to upper management but I doubt I will get a call back. Since, now THREE kids are suffering and they keep blowing this off I will send this to the state of Wisconsin and forward them all my pictures. The service was absolutely horrible this weekend, management was non existent, & the waterpark was like a zoo. The waterpark is a whole different story but basically was out of control and lack of staff. I understand it's spring break but when your paying a lot of money to stay somewhere and you can't even utilize the lazy river or pools because there is so many people with day passes it really takes away from the guests paying to stay. I did have to crop my pictures due to the locations of some of them! Very sad that a resort would not want to cooperate with their guests especially children that are suffering.

Review: I signed up last year for a membership in the Chula Vista Resort Club. This is the first time I was trying to use the service. I tried the website first and could not get to the reservation screen. I called [redacted] at 12:52. I was told that I owed a fee and I told the agent that my charge card was billed every month so didn't know what fee I owed. I was transferred 4 times and each time I was told the person couldn't help me. I went back to the club member's site and sent an e-mail informing Chula that I was trying to make a reservation, No response. On July y13, at 12:04 I sent another e-mail trying to get a reservation. No response again. I called on Monday July 15 at 2:19 and informed Chula Vista that I was still trying to get a reservation and that I was reporting this to the Revdex.com. The Club at Chula Vista has been billing my credit card every month since September 2012 and for no one to contact me is very upsetting.Desired Settlement: I would like to get the service I am paying for every month. I would like to get a reservation. I am signed up for a membership that I am paying and it should be honored. Other family members already have their reservations. We have been coming to Wisconsin for vacation for about 14 years. We have stayed at Chula Vista every year (except for one) since it opened.

Consumer

Response:

Thank you so much for responding to my complaint with Chula Vista.

Review: I [redacted], is writing you today regarding my accounts with Club at Chula vista. I have agreement with the club services to automatic withdraw funds from my account for the amount of 120.00 on the 20th of each month. Notice the month of January 2015, there was a different amount in the sums of 278.00 taking from my checking accounts. I have left several messages on the voice mail at the club department for someone to call me back. To discuss my account and the massive amount of money that was taken from my checking account in the month of January. I am requesting that no more automatic withdraws be taking from my checking account ending [redacted] now and in the future. Because of the miss abuse of privileges to automatic with draws funds from my checking accounts. This letter will sent to my bank as well to notify them of letter to you. If you have any question please feel free to contact me at [redacted].Desired Settlement: As soon as possible

Business

Response:

We have reached out to [redacted] and are currently in the process of helping her. She was not "Double Charged" but rather has been billed for the Annual Dues that are stated and agreed to in her contract as well as being billed for her monthly payments that she pays on a monthly basis which is to pay back the loan that was used to purchase the product. The Annual Dues are $148 per year plus tax. The Annual Dues were not paid on their due date in December so therefore were delinquent. The two charges in one month will happen once a year until the loan is paid off in full. Then after the loan is repaid Raquel would only have the yearly charge associated with her membership.