Diamond Hotel Wisconsin Dells

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
 
 The credit has not yet been applied to my credit card and I will not accept this as resolved until I see the credit. thank you!

Review: I spent one night at Diamond Hotel on 7/25/13 and was charged $94.04 to my Discover card which was fine and accurate. But then I was again charged by Diamond Hotel incorrectly for $172.14 on 7/31/13 and I have called several times to confirm they would be sending a refund and a person named Ronnie said she would review records and correct but now she does not return my calls.Desired Settlement: $172.14 Refund to my credit card immediately.

Review: My family stayed at the Diamond Hotel in Wisconsin Dells, WI. on 7/18/14 and 7/19/14. The room was very dirty. We tried to complain, but every time we went down no one was in the lobby. The only being in the lobby was the cat. There was food laying in the hall ways (hot dogs), the toilet and shower were dirty, the floors were so dirty I didn't let my kids walk barefoot. Unfortunately, I didn't take any pictures. Someone wiggled our door handle repeatedly throughout the nights. The TV channels barely worked and the internet was not working. The brochure said a light breakfast was included, but there was nothing. I called the hotel on 07/23/14 and talked to the manager to see if I could get a refund and she asked why I stayed for 2 days when we hated it. We looked around for another room but everything we saw was booked in my price range and we had things planned for the weekend so we decided to try and tough it out. The lady said no to a refund. Also, we tried to complain but no one was there and no one answered the phone.Desired Settlement: A check would be good too. The room was $195.87 a night and the service was no where near quality. I would love a refund of $391.74 and that hotel should clean all their rooms.

Business

Response:

Review: We booked two rooms at the diamond hotel in Wisconsin dells two months prior to our stay. When we arrived our rooms were given away, so we had to settle with the rooms that were left, which are completely disgusting. Room smells horrible, bathroom products left from previous guest. Bathroom sink leaking. Blankets were stained with urine. The first night we were there the fire alarm was pulled twice. The next night it was pulled twice again from the same person, why they would let that person stay after doing it once is beyond me. Also the second night we returned to the hotel and there was 5 police cars in the parking lot because of drunk and disorderly people caused damage to the hotel. When we brought our satisfaction level to the attention of the front desk they refused to make an attempt to satisfy us (6 people) as customers. One of the workers told us there is nothing they can do and people can pretty much do what they want. We are very unsatisfied to say the least. In the middle of of our conversation at the front desk the worker said "well I have to go" and walked away, like he could careless about his ccustomers and there concerns about the business.Desired Settlement: Cash refund plus match what we paid for the inconvenience and complete neglect of us as customers. Rooms costed us $354.06. So I beleive $708.12 would only be fair.

Review: We found the Diamond Hotel to be anything but a family friendly vacation hotel. It seems to be a lifeguard/student housing place that has very questionable dealings going on. Besides the room being horribly dirty and disgusting, our biggest issue was the fear our family felt in being there. A man who seemed to work /live there (because he was seen in the back room behind the front desk) was drinking and threatening a woman's life right outside the lobby as we tried to walk out of the building. Our family and another decided to leave immediately. We are still awaiting a refund for one of the nights we prepaid and the other paid in cash and received no money back. They called the police. Records can be checked for a call to police on 7/10 in the evening, probably around 7:00. We want a refund of $209.95Desired Settlement: We want a refund of $209.95

Business

Response:

To Whom It May Concern,

Review: we recently booked a room to stay at this hotel...upon checking in the room was filthy, black hair all over the room, sheets and towels. the luggage rack was falling off the wall, there were holes in the walls, the outdoor pool slides were broke, the pool was full of rubbish and all the chairs were broken and there was broken glass everywhere.the tv did not work so they sent up someone to fix the tv...he came and went several times and his behavior was very fishy (like he was surprised we were still in the room when he came back) they kept insisting that we leave and they will fix everything. eventually they switched us to a new room, which had no tv at all in it. The third room we were placed in had no fridge that worked and had no chain lock on the door for security. At this point we had been sitting for 3 hours trying to get a room that was clean, locked and had a tv so I advised them I was leaving. they threatened me that I had to stay or I would be charged...there is no way a company should have the right to bully you into feeling you have to stay or you will not get a refund when you do not feel safe and it is filthy. The reviews online are terrible for this establishment and I am surprised they are still in business after seeing this in person. I feel sorry for all the people online who felt bullied into staying, it is not fair or right. I am looking for my $116.00 refunded back to me for a room that was unfit to stay in and was misrepresented in there advertisement and pictures on-line.Thank you,[redacted]Desired Settlement: $116.00