Fort Rapids Waterpark Hotel and Conference Center

Dear Valued Guest,I have attached where our cancellation policy is on our websiteAlso, when you called to cancel, you stated that you would not be coming to Columbus because your husbands doctor appointment was cancelledThen, when you came to the hotel to speak with me on your situation claiming that you were not told nor could you not find on our website our cancellation policy your husband said you decided to stay at another hotel for your visit to ColumbusEven after I proved to you that our website did state our cancellation policy, you and your husband continued to say that "Carl" did not inform you of our policyCarl is one of our most outstanding veteran employees and I have never, ever had a complaint about him or his lack of knowledge.Either way, policy is policy and our employees must uphold our policies at all timesOur cancellation policy standsWe do, however, apologize for the inconvenience this has caused you and if you would like to reschedule your stay in the future so that you won't lose the funds you have already put on your stay here, you may do soI have attached where our cancellation policy is found on our website, which is stated before you even get to the booking processhttps://bookings.ihotelier.com/Fort-Rapids-Resort-and-Indoor-Waterpark/se...⇄ Regards,Shawna V

I am rejecting this response because: Listen, we do not travel often an I assumed that Fort Rapids cancellation policy would be the same as any other hotelIt is your companies job to tell your guests the policiesMy husband did have an appointment in Columbus and it was changed, but still it is our decision to cancel our reservation because we don't want to stay in a hotel that your website reviews say there are roaches, bed bugs, semen on bed sheets, rude staff, ectI want to know also how to get in touch with your boss? If a customer has a complaint about the owners policies and disputing the fact that his employees have not taken the time to explain the cancellation time line, and why on this matter for Revdex.com to see, when in person face to face you act sincere in this situation, saying you understand our side of this, and that when my husband asked you about this being a "matter of morals" and you said you don't bring your morals to work with youMam, you have a boss and won't give us his contact information, nowhere online do we find a contact number for Fortune Group Hospitality nor did we see this hour cancellation policy

Dear Valued Guest,Thank you for your feedback and I'm very sorry to hear of this situationI will review your complaint immediately with our staff and upper managementThank you in advance for your patience as we work through this situation.Sincerely, [redacted]

I was here and spoke with the lady and she couldn't remember who ripped off the towel of sonI said that I was sorry and that we would take care of it from hereShe was the only one that complained that dayMatter of fact they stayed in the waterpark for the rest of the day

Dear Valued Guest,We sincerely apologize for the inconvenience you encountered while you visited with usI am currently trying to research your room and cannot find a reservation under the name [redacted] ***, nor do I find that we had those particular rooms rented out that eveningIf you could please give me a call at [redacted] I would like further information to be able to better help youWarm Regards,Shawna V.lMOD Fort Rapids

Dear Valued Guest,First and foremost we thank you for your service and are happy to be able to hold a military rate for persons such as yourself.I understand your frustration and unfortunately we have completely changed our management team in the last days and I am afraid your initial complaint was lost in the shuffleThis is no excuse, but just a little hindsight that we hope will gain some understandingWe will be handling your complaint right away.Our procedure for refunds is a bit of a lengthy processI have to put in the request to our headquarters, then when it is approved it then goes on to our accountant whom carries out the refundI know you have already waited a length of time, but I apologize that I cannot expedite this process any fasterI will, though, be putting in this request immediately and thank you greatly for your patienceWe cannot apologize enough that you were not told of the resort fee at the time of reservationI take every instance such as this as a training opportunity for our reservations and front desk staffFor future reference though, all "resorts" carry a resort fee as where "hotels" usually do not (just a little friendly fyi)Also, our resort fee and the amount you were charged for the resort fee was $and that is the amount I will be putting on the requestI have attached a copy of your receipt

Dear Miss *** First let me start off by us here at Fort Rapids apologizing to your for the inconvenience that was caused at your daughters birthday partyWe hold guest satisfaction at a very high standardThis is literally the first complaint I have received about a Birthday Party.Next I want to go over a few points about your complaintAt the point that I was notified about the issue, I immediately took action by moving your group to another roomYou claim that you would not allow the children to eat in there, but yet they were already eating when we were trying to move themWhich I am agreeing that was an inconvenienceBeing manager on duty, I had several things that we were dealing with at once and did not "run off"I came back within ten minutes to speak to yourself and Michael about the issueI only pulled him to the side to be out of the way of the door to the arcadeThere was no yelling and no defensivenessWe spoke to each other respectfully and I appreciate that from Michael...not many people have that kind of tact when it comes to a rough situationNever at any point was he irate and I do not think he would appreciate you putting on a public forum that he wasAlso, I would never "act as if I wanted to do something" I am a professionalDuring our conversation, which you were not a part of, Michael asked for a refundI stated to him that there was not going to be a way that there would be a full refundHe then stated that he should at least get his deposit back ($100.00) and I absolutely agreed with him and proceeded to explain our refund policy and procedureI told him I would be back with the proper paperwork for himWhich I did and he signed it and I gave him a copyHe even thanked meYour hostess was unable to even enter the room at times because it was so jam packed with peopleIt states very clearly in your contract that our birthday party rooms only hold people and you were well over that amountIt also states in your contract that everyone must have a wristband to enter the waterpark and you actually got several people in for freeYou got lucky with a fairly new person that allowed you to do soWe cannot be at fault because you signed your contract without reading it and we still accommodated youI never received any calls from Michael on my voicemailWhen I received your voicemail, I called back immediately and left you a voicemailI remember clearly that I told you that your refund could take five to ten business days to show to your account and that if you had not seen it by the 9th (Friday, business day) then you should contact your bankI also apologized that I did not follow up upon my return to the office as to whether you had been contactedAs long as we are being honest, I also told you that if you wanted to call the news, feel free to do soI am attaching documents to reiterate the above issuesThe refund request, the contract you signed, and the receipt where the refund was givenI know you are asking for $400.00, though your party only came to $364.42, but we have upheld our end of the deal and we did so in a timely mannerAlso, we have a contract with Ecolab, the top rated commercial pest control businessThey help us with all of our preventative maintenanceI never saw a cockroach in your birthday party roomNever saw one in there ever and we hold numerous parties every weekendThe following evening we had Ecolab inspect the whole area and they found absolutely nothingBut, I took your word that there was an issue with no rebuttal from me because we did have the waterpark treated over the past month, as they tend to migrate to warmth and dampness, and thought maybe one got awayI trusted you and Michael in that situation and did everything in my power to make it right for youBest Regards,Shawna V

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me

Dear Valued Guest,We cannot apologize enough that your recent stay with us was unsatisfactoryIt is true that there was a power outage that took out our water heaters, this unfortunately was out of our controlI had instructed my staff to be sure to let everyone know upon check in of our situation because this happened earlier in the day and there was not enough time to contact everyone checking in for the eveningI am unaware if your family was given this information or not.As far as the "trash" that you saw outside, in the rear of our hotel is to be expected since we are under construction and remodelingNowhere in our description of our hotel or amenities does it state that we guarantee a wonderful view of the rear of our hotelWe also had our supervisors and housekeeping manager inspect the room after your departure and did not find anything unsatisfactoryAlso, there is nowhere that it is legal for children to be in a public hot tubThis is a Health Department/Department of Agriculture ruleWe want our waterpark to cater to the whole family, not just the kids and that's why we have the hot tubJust in case parents want to have a break from older children or if they event want a fun vacation without the kiddo'sI absolutely understand your frustration that you have yet to be contacted regarding your situation and I personally want to extend my apologies for thatThough this is no fault of your own, we've just had a change in management and delegating responsibilities has been a bit of adjustment for those left remaining hereAlong with your refund that was given, we would like to extend to you a free night on us with waterpark passesThough I cannot guarantee the power won't be knocked out again, I can make sure that you have a view of the downtown skyline and a clean room.We hope to hear from you soon.Best Regards,Shawna V.MOD for 10/19/

Dear Valued Guest,Thank you for your report on our service and a possible malfunction with our online reservation systemI will review your complaint immediately with my staff and upper management teamThank you in advance for your patience as we work through this situation.Warmest Regards, Shawna V.l

I am rejecting this response because: the hotel is claiming that we were a no showThis was a walk in sale so therefore you can only no show on a reservationThe credit card was also charged for both rooms on 8/3/in the amount of $The rooms were both under the name of [redacted] Also when calling several times it goes to voicemail and Shawna will not answer after I talked to her the first timeI would simply like the money that we paid for the rooms to be refunded in the amount of $

Dear Ms [redacted] We are truly apologetic that our room did not meet your standardsWe have been working very hard to get the whole resort updated and hope you will give us another chance in the future.I was not able to bring up good quality photo's you attached from this site, so unfortunately I cannot tell what the photo's are ofIf you would please send them to [redacted] ? We take every issue very seriously and I would like to make sure I have all the correct information to give to our maintenance and housekeeping crewsWere you able to speak with a manager while you were here to try to resolve your issues? Also, since you booked your room stay through Groupon, you will need to contact their company for a refundThey will call us to confirm your complaint and you can direct them toward my email or phone [redacted] so that I may assist in every way I canAgain, we apologize if you found our rooms less than appealingWe have many families through here and they love it here, so I really hope you will consider us againSincerely,Shawna V.l

The previous owner closed out the merchant account and their is nothing that we can do here at the propertyPlease get with your bank or credit card company and dispute the chargesI am really sorry for this not being taken care of from the very get goSincerely,Della G

Dear Mr [redacted] I want to first apologize for not responding sooner to your complaint filed with the Revdex.com as I just recently took over as the Assistant General Manager at Fort Rapids Waterpark ResortIn response to your complaint I want to apologize and certainly understand your frustration as I can imagine myself feeling the same wayI have spoken with MrTom C., our General Manager regarding your undesirable stay with us.As you know, we did refund your restaurant charge while you were hereWe would also like to extend to you one nights complimentary stay with waterpark passesI realize you had requested a two night complimentary stay with waterpark passes through our Sales Manager, Dewaun, but unfortunately he is no longer with our company and we have no way of verifying that commitment unless you can show documentation in writing stating to that fact.By way of this correspondence, please accept this good faith gestureWe certainly value your business and we hope that you will give us another chance to prove that we are dedicated to providing exceptional customer service.Please feel free to call me to book your complimentary stayAlso, may I suggest that you bring a copy of this correspondence with you and present it at your check in time.Once again, I truly apologize for your past experience at Fort RapidsWe hope to see you soon.Respectfully, Drew RH.Assistant General ManagerFort Rapids Waterpark Resort & Conference Center [redacted] ***

Dear Valued Guest,We have went through some recent changes in our accounting office and I cannot apologize enough that your refund had not been processedI gained permission to process the refund myself and have attached the receipt for you to viewYou should receive the refund within 5-business daysIf you do not see the activity on your statement within that time, please contact your bank.Thank you for your patience!

We have been in contact with Mr*** and have come to an agreementThank you for your assistance in this matter

I am rejecting this response because: I did not use your facility for any length of time....especially not to justify a billI am asking for a FULL refundWe did not stay the nightWe were never told the waterpark was had experienced any sort of power outage that compromised the water temperaturesWe would never have checked in and stayed had this been told up frontWe were very disappointed to have to leave and to lose that much money in the process is just another slap in the faceWe are just asking what's fair!

I am rejecting this response because: Yes we did drive to Columbus and opted to stay at a different hotel because we read the reviews about Fort Rapid and very few were goodMy husband is a Military Veteran and because he is no longer active duty, we did not receive a discountWe had to pay for a pool pass that we were only able to use for a few hours...Carl said the pool would close at 6pm Sunday and closed Monday? We also would have had to pay over dollars more to check in early and check out laterWe were not satisfied with this policyWe opted to stay in a very nice hotel with military discounts for all service members active duty or not and were not charged early check in or late check out fees, and were charged less than we would have with your hotelFinally whether Carl is one of your veteran employees, he did not go over your policies with me "over the phone"We made reservations on the "hour" limit and canceled less than hours laterBecause I did not book online...this hour cancellation policy is not anywhere on the fort rapids website to view the hotel and its water parkSo we are rejecting this response for those reasons

Hi, I am following up on a complaint I filed about Fort Rapids Waterpark Per their response I was to receive a partial refund (reply 10/5) and it was never received What are my next steps? Thank you

The previous owner closed out the merchant account and their is nothing that we can do here at the propertyPlease get with your bank or credit card company and dispute the chargesI am really sorry for this not being taken care of from the very get go. Sincerely,Della G