Great Wolf Lodge Minnesota

Mr [redacted] left the hotel without picking up his cash deposit We took the $and applied it to his account on 6/6/ So we actually credited his card $and his net credit card charge should only be $ We do not show any other charges to Mr [redacted] 's account Attached is the updated folio showing the credits Sincerely, Steve [redacted] General Manager

Initial Business Response /* (1000, 12, 2015/07/24) */
Contact Name and Title: ***, DOR and SPA
Contact Phone: ***
Contact Email: ***@radissonmallofamerica.com
In response the events that occurred with Ms***On the evening of June 3rd, she arrived for her reservation,
however the hotel was oversold and was not able to accommodate the reservationWe then walked the guest to the crown plazaTransportation and nights expenses for room and tax were taken care of by the RadissonThe guests reservation originally was until the 8th therefore, they chose to return for the remainder of their stayOn the night the events of the incident regarding room condition were reported the MOD on duty Ron handled the issuesHe inspected the room that had complaints of bugs and asked the guest if they would like to moveThe guest agreed and we proceed to find another room to move them toUpon moving them to another room we asked the guest to inspect the room to ensure that is was up to the standard they expectThe guest inspected the room with our MOD and agreed there was no problem with the roomThe full details are dated and listed in the guests folio, and the MOD report that was sent out the night of the 6thWe believed we handled the guests complaints and situation to the best of our ability and did report to trip advisor that the guest threatened to post pictures and write a reviewIn our industry guests that use the social media venue as a way to force compensation is frowned uponIf there are any more questions please contact the hotel and either the general manager or director of rooms will be able to assist with any further questions
Initial Consumer Rebuttal /* (3000, 14, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is frowned upon to spend your hard earned money on a million dollar franchise that welcomes all walks of life including pest! Trip advisor and such sites are to be used by guest to show and tell their experience and weather you choose to post pictures or not it is my honest experienceSo you can post pictures of what is to be expected but as soon as a guest tell theirs it's frowned upon?!It was a health hazard and I am from Minnesota and it was very embarrassing to introduce my friends and their children into that situationMaybe if you were to experience a long travel and uncomfortable and unsettling event then you can defend but from day we had issues!Not to mention the cracked doors and tubing equipment with missing handles that's not what we worked and payed for no matter how you try to word itI will keep my pictures until this has been settled!
Final Business Response /* (1000, 18, 2015/08/28) */
Contact Name and Title: Ben Director of Rooms
Contact Phone: ***
Contact Email: ***@radissonmallofamerica.com
In regards to the recent responseAccording to our records we have done what we felt was necessary and fair in handling this situationThe customer is free to post and say what they want on any website as this is their rightWe however do not respond to social media blackmailThe customer is more than welcome to call Radisson support at *** for any further concerns

I am rejecting this response because:
I don't see how it was lack of communication when I spoke with about six different people and two of them where Supervisors! I let them know exactly what we were there for and what was going on! There was no lack of communication! Just poor costumer service! But by this response I see why they have poor employees and poor management working there! Wow! Never again will they get my business!

After speaking with all the employees the guest mentioned here is what happened. The guest was not here for a birthday party purchased from the Water Park of America. The guests was here visiting a hotel guest who rented a room and was celebrating a birthday party unknown to us.
Therefore the Water Park front desk was correct in telling them to go to the Hotel front desk to purchase a ticket. Hotel guests get discounted prices on there tickets. However the person the called Revdex.com was was not staying at the hotel and was therefore told they needed to go back to the Water Park front desk and purchase there ticket. I think the problem here was a lack of communication and understanding of when the guest said they were her for a birthday party. Those are booked separately and have private seating. Once it was determined that there was no birthday party booked with the Water Park she was sent to the front desk of the hotel. Please apologize to the guest on our behalf, but the guest did in fact pay for two day passes which was the correct amount since they were not hotel guests

I apologize for the problems they experienced however this hotel has been closed for business since February 1, 2017. I currently work at another hotel in a different state however my email is attached to this business apparently. Radisson Mall of America located at American Blvd is
no longer in business, please inform guest and close this on your end as well

Mr [redacted] left the hotel without picking up his cash deposit.  We took the $200 and applied it to his account on 6/6/16.  So we actually credited his card $200.00 and his net credit card charge should only be $349.82.  We do not show any other charges to Mr. [redacted]'s account. ...

Attached is the updated folio showing the credits.   Sincerely, Steve [redacted]General Manager

The Holiday sale we advertised stated the tickets were valid to use thru December 31, 2016.  It never mentioned anything about purchasing them up until December 31, 2016.