Mt. Olympus Water & Theme Park Resort

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] [redacted] [redacted]
 
 Can you tell me why there were 2 men in my room the moment I walked out of it to park my car and why they were in there alone with my 3 young children who were sleeping? They specifically watched me walk in with my sleeping children and walk out and park my car. Why were there things in my room that were not mine? Why did they use all my clean towels and put them on the side behind the toilet? I never asked anyone to come out and repair my toilet seat. [redacted] the housekeeper requested the toilet be fixed since she broke it while cleaning it. The gentlemen at the front desk around 1230am told me to maintance guy who would have serviced my room was sleeping and had to be woken up. The next morning [redacted] told me that maintenence men do not sleep on site. I got different stories/excuses from each person I spoke to about this. I was specifically followed by the same van. I was told this is normal behavior. I was told that everyone is followed to their rooms so they can make sure that that person is wearing a wrist band otherwise they can't be there. Can you tell me why your vans speed up and down the properties and almost hit me and my kids twice? Why was maintenance in my room at midnight? Like I said I never requested anyone come out and repair anything because nothing was broke at all. The housekeeper broke the toilet and in the early afternoon [redacted] wrote on one of my paper plates that maintenance was coming out to fix it. When I brought my sleeping children into the room there was a water bottle that wasn't mine, the toilet was already fixed. The toilet seat was up and off of it, so we couldn't even use it for the minute we were in our room getting our swim suits and when I brought my sleeping kids into the room the toilet seat was on it, down and fixed. How could 2 men sneak in and out of my room within the few mins it took me to lark my car? Why did my oldest call me frantically, telling me that 2 men in blue were in my room the moment I walked out to my car thay was double parked in front as I left to go park it? Nobody should have been in my room after midnight without my consent. I'm not making this stuff up. I was told it was protocol to be followed to make sure I was in fact a guest staying in that room in building 10B. I was also told maintenance and housekeeping can go into anyroom at anytime without warning whatsoever, with or without consent/permission. Why were my towels taken and thrown behind the toilet if maintenance is supposed to have their own rags/towels? Why was I disrespected by your staff? Why was my privacy violated? Why did they come into my room at midnight after they seen me come and go? Why did the person following me follow me the entire time I drove back to the room and watch me double park? Why did that same van drive up to me and stop, than look and speed off while I was outside trying to get ahold of the front desk? You have not addressed any of my concerns? Why did [redacted] refuse to tell me who the resort owners were when I asked? Why was I threatened by [redacted] saying that he was going to have me arrested if I told anyone about what happend. Why was [redacted] laughing when I said my children could have been abducted? Why is it that when there is a problem your managers refuse to take care of the problem and try everything to avoid the problem?

I have took the time to review the reservation and see some of these issues were addressed to our staff. When the issues were brought up we did set up a new room for the guests to move to on a higher level so noise would not be a further issue.  In the reservation I see that the customer...

accepted the move and then later notified us they would stay in the room they were currently in. Mt. Olympus was trying to correct the concerns we were notified of but at the customers request they stayed in the same location. I do see this reservation was made online where it does list all the activities we have at our parks for both young and older guests. I see that the $40 was issued and since we did try to better accommodate the guest and our efforts were declined the most additional credit I can offer is $30.  Mt. Olympus would also not be able to provide compensation for any parking lot accident. Though I do apologize this happened we are not liable for parking lot accidents.

[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.]
Revdex.com:
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,
[redacted]

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.] I have only spoken to [redacted]  regarding this matter. [redacted] was on site the day of the problems and he is full aware of this matter. Last August 2014 this was to be taken care of.  He has pretty much strung me along with false guarantees from the day we were in the hotel.  [redacted] did state to me that they gave me an upgrade to the hotel with a discount. I did inform him that our room was already discounted due to their promotion we bought in the first place that brought us to Mt. Olympus. [redacted] has never told us, in any way, shape or form to not return. I have since asked for higher management to deal with this situation and I have been told by [redacted] that he is the only manager there to speak with. Now  I am writing for the Revdex.com assistants due to his failure to have any kind of professional customer service. He has no grounds for such action in any matter with our stay. As I read the note back from Mr. [redacted] to the Revdex.com, I feel  this is  his way of retaliating since I contacted the Revdex.com. I since have looked at other customers issues with Mt. Olympus and find lots of similar situations, with ZERO customer satisfaction. If [redacted] thinks he did us and favor after the problems with our room, that is incorrect! How he is treating his customers and getting away with it is deplorable on many levels.  
Regards,
[redacted]

I do apologize for any issues you may have encountered during your stay with Mt. Olympus. I have reviewed your reservation and see that the amount paid on the card was $355.22. We did transfer the ticket order to your reservation in the amount of $32.02 and issued a $20 discount (Total stay...

$367.24). I do see that as soon as we were notified that you would like to move rooms we did accommodate that request right away. The manager on duty did issue you the $20 credit for location and room issues. What I could do is issue you an additional discount on a future stay with Mt. Olympus. When you call to reserve a future stay please ask for the manager on duty and mention this stay to redeem this discount of 20-40% off.

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.
Actually, my total for the room was 118.00.  Half of that would be 59.00.  There was a deposit paid from my wife's credit card, and I paid the remaining balance on my card. 
Regards,
Nate [redacted]

I have taken the time to review the reservation and see that the top manager did speak to the customer. For reason I cannot discuss in this email the reservation has been noted for a no return. Though we do appreciate return business in some cases there is a situation that occurs when this is...

something we need to sacrifice.  If you would like to go over the reasoning behind our decision please contact us at ###-###-####.

I do see all the
offers listed In your reservation and each offer still stands. In order to
accept an offer, you need to contact us directly at ###-###-####, We...

have all
the information on file and if you had a further agreement with Rich then you
should contact him at ext [redacted]. Further adjustments cannot be made until you
call.

All of Mt. Olympus reviews and details are listed under the Villages of Mt. Olympus and Mt. Olympus Resorts, we do not have different names for each of our locations (as you see our buildings are numbered not named separately such as Village 6 or Village 39 etc). All information and details are the same for each of our Village locations and can be viewed online under Villages. The building you stayed in is our property, and is in every way associated with Mt. Olympus. You receive all of the same amenities and promotion staying in Building 39 as you do staying in any of our buildings. As for the Skiing/tubing it is listed that we have the tickets and is not listed that it is on our property. If the passes were desired and not issued you could have contacted us either by dialing “0” off your room phone, our 800 number, or by stopping at the desk. We did have front desk staff located at your building from 7 am to Midnight on Friday as well as Saturday for any questions or concerns. If you were outside the hours we have staff available 24 hours a day by dialing “0” from the room phone or house phone (located in the lobby) as well as at the Front Desk by the Water and Theme park. If you wish to use the Christmas Mountain passes at another time when you are in the area, we can still issue those to you if you stop at the front desk. I will also leave the Discount for a return stay listed on your previous reservation if you would like to redeem that at a later date. Please keep in mind the passes are valid for 9 holes of championship golf during spring/Summer and Skiing/Tubing during Winter.  Attached you will see how reviews are listed

Tell us why here...Rejecting because they selling overpriced crappy rooms and include water park included but yet sell 7.00  tickets to anybody off the street which affects the stay of actually guests of mt Olympus because all they facilities are completely full and unusable to guests who have paid a lot of money to stay there because they are practicaly giving tickets away to anyway off the street . Put it this way I rent a hotel room with pools and beach front and pay a good amount of money now that same hotel turns around and sells tpasses to come and use there stuff all day long for groups of rough kids and anybody who is around with only a few bucks looking for something to do what to you think happens it becomes mobbed and actually paying guests are not able to use facilities because of non-guests who don't give a crap and just go wild that is what is happening that is not what I wanted to stay at with my family it is not put that way on the web site and I believe that is misleading. I certainly don't want to go back just want a refund horrible experience. They claim peak time your selling tickets to get in all day for 7 dollars what do you expect!!!!!!   A bit overcrowded crap Saturday Im not surprised they didn't shut you down that is insane even six flags has a waterpark capacity when reached they close doors SMART  100% would not go back due to cant use facilities and was a bit dangerous from my children to many rough groups in their that don't care kicked out they will come back tomorrow you are selling 7 dollars tickets other places will sell tickets or 30 dollars to get in like you use to 7 dollars come on not what I signed for just give my refund ruined my childrens vacation and we had to pay to do other things because facilities were highly overpacked due to dirt cheap tickets to get in

[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.]
Revdex.com:
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,
 
[redacted]

Mt. Olympus does have a standard resort fee added to every reservation regardless of location. The Villages we offer are a cheaper rate because they are a short distance from the parks but the resort fee is not based on location. We have this fee listed online in the terms and conditions as well as...

when the rate is given. The room you reserved at the rate you agreed to was with the fee already included it is not something added on top of the agreed price. The resort fee is for parking on the day of check out, replacement wrist bands, pool towels usage, incoming fax, etc. This fee is not optional and customers are made aware of this fee prior to reserving.

I do apologize for any issues you may encountered while staying with us at Mt. Olympus this is never our intention. I have taken the time to review the reservation and I see that nothing was ever bought to the attention of our staff. Mt. Olympus does have staff on site 24 hours day for any of our...

customers needs. If you would have contacted us about any concerns, we would have taken care of them right away. Since we were never contacted or given the opportunity to correct the problem I would not be able to offer any refund. I will however note your account and if you ever stay with us in the future we can issue you a return discounted stay. this discount would be issued by any supervisor on duty when you call to book. Please reference reservation 1608645

I did review your reservation and would like to explain that since Mt. Olympus does have 31 properties the maps cannot be to scale and this is why each address is located on the maps as well, I do see that the location of your room was changed upon your request and did bring you closer to the...

parks. The property you ended up in is one of the newest remodeled locations. If there were any issues wtth other guests, we do have security on staff 24 hours a day to assist our customer. We would never ask our customers to feel uncomfortable with any situation and that is why we have the staff available and Just a phone call away. Since you did reserve through a third party we do have to follow their cancellation policy which was indicated online as well as In the confirmation. The cancellation policy does state that if you cancel within 5 days of your arrival you will forfeit the deposit. Listed in the confirmation it also states "Please check your arrival and departure dates carefully. You wltl be charged for the full number of nights you have reserved. Sorry, but we are unable to give refunds on early We do apologize for any confusion and would like to note your reservation with a return stay discount and Summer park passes for your famity to return and enjoy the facilities. When you call to reserve a future stay please ask to spea tot e manager on uty an mention t e previous stay. s scoun vv eva or Hotel Rome. If you do not wish to stay wTth us and just want to enjoy the parks you may contact us to send you those passes. Thank you, Mt. Olympus Management 1701 Wisconsin Dells Parkway P.O. Box 267 + Wisconsin Dells, WI 53965 Phone: (608) 2548560 Fax: (608) 253-9960 + mtoiympushocel.com

I do apologize about any issues you encountered during your stay with us. I have reviewed the account and see that we were not notified of any issues during the stay until check out. Though we do check our rooms to be sure everything is in working order sometimes mechanical items do not give notice...

before an issue occurs. This is why we like to be notified right away so we can handle the situation and in most cases it is an easy and quick fix. If you would have preferred  maintenance not to come to the room at least we could have provided extra blankets if we were made aware. I see that a supervisor was notified of the situation at check out and did offer you a return stay discount or summer passes and the customer declined. Mt. Olympus does  request at least the opportunity to handle a situation right away so that it does not ruin our customers entire stay but we were not given this option by the customer. If the customer would like the return discount or summer passes to be issued this is still an option and is noted in the account.

We have since been in contact with [redacted]. Richard and he has agreed to refund the entire $50.  Can we cancel this complaint?

Please call or email me the last 4 of your credit card number so I can look up and refund the transaction.

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.
Business does not list Santorini Hotel on website at all, and this is the actual name of the hotel. Building numbers are indicated only upon arrival, and seemingly exist to mislead customers. Building numbers also not listed on reservation email. Negative review stands because other customers should be earned of misleading practices.  
Regards,
Clarice [redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. We would only like the refund to our account. We do not want the percentage off another stay or the park passes.
Regards,
 
[redacted]

[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.]
Revdex.com:
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,
Debbie [redacted]