Fort Rapids Waterpark Hotel and Conference Center

I  apologize that I was mistaken as to the weekend of your stay. Our power outage had occurred on October 9, 2015 and not the weekend you were here. I also have no other complaints from October 3rd of the temperature in the waterpark.At this time we have been authorized to refund you $59.47 for your unsatisfactory room. Though we tried to move you to another room and even upgrade you, it was refused. That refund was given on 10/9/15. It takes 5-10 business days for the refund to show on your account.Due to our cancellation policy, the company believes this is a fair adjustment though you have declined all other good faith offers to try to satisfy.Thank you,Fort Rapids Management Team

Dear Valued Guest,I have attached where our cancellation policy is on our website. Also, when you called to cancel, you stated that you would not be coming to Columbus because your husbands doctor appointment was cancelled. Then, 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 Columbus. Even 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 policy. Carl 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 times. Our cancellation policy stands. We 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 so. I have attached where our cancellation policy is found on our website, which is stated before you even get to the booking process. https://bookings.ihotelier.com/Fort-Rapids-Resort-and-Indoor-Waterpark/select_ro...⇄ Regards,Shawna V.

Dear Miss [redacted] First let me start off by us here at Fort Rapids apologizing to your for the inconvenience that was caused at your daughters birthday party. We hold guest satisfaction at a very high standard. This is literally the first complaint I have received about a Birthday Party.Next I...

want to go over a few points about your complaint. 1. At the point that I was notified about the issue, I immediately took action by moving your group to another room. You claim that you would not allow the children to eat in there, but yet they were already eating when we were trying to move them. Which I am agreeing that was an inconvenience.2. Being 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 issue. I only pulled him to the side to be out of the way of the door to the arcade. There was no yelling and no defensiveness. We 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 situation. Never at any point was he irate and I do not think he would appreciate you putting on a public forum that he was. Also, I would never "act as if I wanted to do something" I am a professional. During our conversation, which you were not a part of, Michael asked for a refund. I stated to him that there was not going to be a way that there would be a full refund. He 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 procedure. I told him I would be back with the proper paperwork for him. Which I did and he signed it and I gave him a copy. He even thanked me. 3. Your hostess was unable to even enter the room at times because it was so jam packed with people. It states very clearly in your contract that our birthday party rooms only hold 17 people and you were well over that amount. It also states in your contract that everyone must have a wristband to enter the waterpark and you actually got several people in for free. You got lucky with a fairly new person that allowed you to do so. We cannot be at fault because you signed your contract without reading it and we still accommodated you.4. I never received any calls from Michael on my voicemail. When I received your voicemail, I called back immediately and left you a voicemail. I 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 bank. I also apologized that I did not follow up upon my return to the office as to whether you had been contacted. As long as we are being honest, I also told you that if you wanted to call the news, feel free to do so. I am attaching documents to reiterate the above issues. The refund request, the contract you signed, and the receipt where the refund was given. I 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 manner. Also, we have a contract with Ecolab, the top rated commercial pest control business. They help us with all of our preventative maintenance. I never saw a cockroach in your birthday party room. Never saw one in there ever and we hold numerous parties every weekend. The following evening we had Ecolab inspect the whole area and they found absolutely nothing. But, 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 away. I trusted you and Michael in that situation and did everything in my power to make it right for you. Best Regards,Shawna V.

Dear Valued Guest,We sincerely apologize for the inconvenience you encountered while you visited with us. I 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 evening. If you could...

please give me a call at [redacted] I would like further information to be able to better help you. Warm Regards,Shawna V.lMOD Fort Rapids

Dear Valued Guest,We cannot apologize enough that your recent stay with us was unsatisfactory. It is true that there was a power outage that took out our water heaters, this unfortunately was out of our control. I 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 evening. I 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 remodeling. Nowhere in our description of our hotel or amenities does it state that we guarantee a wonderful view of the rear of our hotel. We also had our supervisors and housekeeping manager inspect the room after your departure and did not find anything unsatisfactory. Also, there is nowhere that it is legal for children to be in a public hot tub. This is a Health Department/Department of Agriculture rule. We want our waterpark to cater to the whole family, not just the kids and that's why we have the hot tub. Just in case parents want to have a break from older children or if they event want a fun vacation without the kiddo's. I absolutely understand your frustration that you have yet to be contacted regarding your situation and I personally want to extend my apologies for that. Though 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 here. Along with your refund that was given, we would like to extend to you a free night on us with 4 waterpark passes. Though 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 10/19/15