Mt. Olympus Water & Theme Park Resort

My apologies, I changed the room to the Queen Beds with a Bunk at Hotel Rome - New confirmation has been sent

It does appear that the resort credit was applied at the time of check inThe resort credit is a promotion to be used for purchases during your stay with us and it looks like you did not make any purchases on your band during your stayThis credit is supposed to be lost if not used but one of the managers did refund this already to your credit card

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

MtOlympus policy does state that there are no refunds for early departure but I do see that the manager assisting you (Jess) did choose to issue you a partial refund in the amount of $You were made aware of this partial refund that was issued on 3/7/ I also see after reviewing the reservation that the noise complaints called in were made before quiet time but we did still send our security up to ask the guests to quite down for youI also see that when the guest was trying to address the issue themselves before they called the desk they were threatening the other partyWhen the customer came to the desk to speak to the manager Jess (who did issue her first name just not her last ) they were also threatening her and cursing enough for our staff to feel unsafe and have to call security to assist in the matterA partial refund was already issued outside of our policy in the amount of $and no further refund will be made due to company policy as well as the threatening manner caused by this guest to our staff and other customers

Good afternoon,My apologies for the issues that you endured while staying here with usI did review the reservation and refunded $back to the credit card on file which was half of what the rate was for the night stayedWe will also be looking further into what was mentioned in the email and make sure everything has been resolved for no future issues of this matterPlease feel free to contact myself with any further questions or concerns at your convenience Sincerely, Justin [redacted] MtOlympus Resorts

We do apologize for the inconvenience of the odor that was in the room when returning from the parks. We have sent Security over to that area to see if someone may have been possibly doing that outside of the room causing the odor to get into the room itself. When the guest came to the Front Desk to... bring the issue to our attention, one of the Front Desk Supervisors spoke with them, offering to have someone come take care of the odor or to move to a different room. The guests were moved to a clean room right away with no issues from what I can see. Therefore, as I do apologize for the inconvenience, I will not be offering a full refund as requested as the issue was resolved promptly as soon as we were notified of it. I would be more than happy to speak further into the matter however, so please feel free to contact me directly - [redacted] .

I have not heard from the safety director about my falland I feel that a full refund is warranted as to the advertisingWE did go to the outdoor theme park on SAt and only rides were open and where told that no more would be open( I had called on WED and THURS prior to our visit to make sure all outdoor activities and was told they would be open depending on weather ! THE WEATHER WAS VERY NICE THAT DAY!! NO RAIN! we were very disappointed in MT OLYMPUS The customer service was less than friendly, most employees seemed like they could care less about the people trying to enjoy there vacation AS to the partial refund I was given, I was not ask to speak to a manager though we did ask to talk to one! your statement (MtOlympus typically doesn't even refund for early departures (listed in our policies) but we did work with you and refunded for the night you droppedThere were NO questions asked and a refund was offered and we took it as to try and find something much BETTER to do with our vacation

It does state on our website under the Lodging Tab that the MtOlympus Resort Rooms will be located offsite from the parks and also states the Free Food Hours next to the Book Now button before reserving your roomBeing you stayed during the Spring Break time frame of many different areas, we have
been extremely busy, as every place in the area was just as busy so the parks were very fullI do apologize that you didn't have the vacation experience as planned resulting in you departing early from your stayI have honored the request of a refund in the amount of $that was processed today, typically it takes 3-Business Days to see the credit in the account depending on the bank or card companyI hope this helps in the matter for you. Sincerely, Justin *** *** ***MtOlympus Resorts

I have reviewed your reservations and I do apologize for any inconvenience you had after your stay with usI see that two inspections were done of the room you occupied on the 25th and nothing of concern was foundThe Health Department was already contacted and another inspection was scheduled by
them (you should be informed of their results)I do see that the Manager you spoke with did offer a discounted return stay for the room concerns but since you did inform us that you no longer thought it was a room issue and possibly something in the water we have sent our team over to do follow up testing and all of your information was passed on to the *** ***

I do apologize about any confusion but we do have our Village locations listed online as separate locationsWe do have our indoor theme park listed online with everything that is available in there to guestsMtOlympus does not advertise that the lockers or arcade games are something to be
included with a stayThe rides themselves are included such as the bumper cars, tea cups, Balloon ride, EtcWe do advertise and include passes to Christmas Mountain (upon request) for either an all-day lift pass for skiing or hours of tubingIf the Christmas Mountain passes were desired and requested they would have been issued along with directions to that location. At this time, I cannot offer a full refund since the Village room was booked and issued, the free bands to the water and theme park were issued and attractions were available, the free Skiing/tubing passes were never requested from us and they were available for use The front desk never received any calls of concerns or questions during your stay with us and all free amenities were issued or available for use For the confusion, we would be able to offer you a discount on a return stayTo redeem this please contact the supervisor on duty and mention your previous stay with us Attached is the Village description and indoor theme park listing

Since the reservation was made through a third party I am not able to adjust any of the room night itself, However, I see you did pay an extra person charge for a total of $which I would be able to adjust offI apologize for any confusion but with a third party like this we are not able to
make adjustments to the reservation any changes, refunds and cancellation have to go threw them and their systemI will refund the $today but please allow 7-business days to reflect in your account

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Apparently your "manager" does not know the policy thenAs she stated(when I called after I noticed the charges on my bank statement.), give me your friends credit card number over the phone and I will then reverse itI then asked so you want me to get their credit card information and I call you back with that information?, She said yes, you call me back with their info and we will charge their account Wow even worse to think that these signs are supposedly" to be up all over and your own manager is unaware of it I came in to get day waterpark passes because when the hotel guests called to ask where we were to get them they were told the hotel lobby, so we obeyed the instructions of the hotel as you think they would know more than a patron that has never been there Also, the miscommunication could lay in the fact that the woman I was speaking to for the day passes spoke very little English and had a hard time understanding what I was sayingI honestly felt bad for her, as the guest obviously received the wrong information on the phone, so that wrong information was passed to me and she with the little English she did have was probably not understanding what I was talking about We just did what we were told to do The mistake is on your end, it is the responsibility of your company to contact the hotel guest and figure out where the mistake in the billing was I again, never ever was told that my credit card information would be stored, nor did I ever authorize for hotel charges for someone else be put on my card I simply was there to pay for my day passes Again the mistakes were that of MtOlympus, they will need to contact the hotel guest for the amount and to work out what was paid or what wasn'tI was told by them that they paid upon checking out on Sunday morning and no charges were made on their writstbands or to the room after Friday as they did not go to the waterpark on Saturday This billing issue is on your endPlease fix it! I should not have to suffer for the mistakes made by a corporation misleading and giving information to it's patrons. Thank you,Angela ***
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Angela *** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
Robert ***

I do apologize about any confusion but I do see that the Village location was selected while reserving onlineWhen you view our website you have the option of Hotel Rome or the MtOlympus VillagesWhen you select a Village room it is at a cheaper rate because it is just a short distance from the
parks and is listed online saying "This village room is located in one of our resort buildings that surround MtOlympus Water & Theme park and are spread over the famous Wisconsin Dells StripRegistration is located across from MtOlympus Indoor Water Park." After you enter your information and reserve this room it again tells you that you are located at the Village offsite as well as in the confirmation email saying you are offsite and if you would like to upgrade to Hotel Rome to contact usI see that your concerns about location were brought to our attention and we did assist you and find a Village location within walking distance and also offered an upgrade fee for Hotel RomeWith this information I would not be able to do a refund since this location was reserved and stated online and we did accommodate the guest by moving them within walking distance of the parksAlso included in this room rate was $a night room charge credit so $was paid but we also issued the guest $to use while staying here to make purchases

I do apologize for any issues you may have encountered during your stay with usI have looked at our records and I see that the *** *** did speak with you and offered an $refund (posted July 26th) for your concernsMtOlympus does have staff on property hours a day to assist our
customers with any needs that may come upI do not see any record of the desk 'being notified of any concerns during this stayI see that a manager on duty was contacted the day after check out in regards to this stay but being after check out time nothing could be corrected after the factMtOlympus does have capacity listed and monitored though there is current flow entering and leaving the indoor facility it does appear busierWhen capacity is reached they do stop the entrance of the location that is at capacityPlease keep in mind that some rides do end in different location which also looks busier because guests need to exit and enterSince the *** *** was already contacted and involved in this concern the $that he applied would be the greatest discount offeredThis guest did make a reservation for a night stay and did stay for those nightsThe amount paid was for the room and the room was occupied during this timeIf we would have received any calls about any concerns for the room or parks we would have had the staff to address these concerns during they stayThank you, MtOlympus Management *** *** *** *** * *** *** *** * *** *** ** ***
*** *** *** * *** *** *** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
Amani ***

I do apologize for any inconvenience in the matterMost resorts have a cancellation fee and our policy is stated on our website and in your confirmation email for future referenceI did refund the $back to the card on file and cancelled the reservation waiving the cancellation fee of $
as a one time gestureTypically it takes 3-Business Days to see the credit in the account depending on the bank or card companyI hope this resolves the matter for you and feel free to contact us with any further questions. Sincerely, Justin *** *** ***MtOlympus Resorts

I have taken the time to review your reservation and I do see that we actually did a free upgradefrom a queen room to a queen room for you but when you checked in you did not want thatupgrade and wanted the smaller queen room I did send housekeeping to the room you stayed in toverify exactly
what the tag on the mattress says and it is stated that it is 60x(which is a queen sizemattress)I do see in your reservation that when the manager spoke to your husband he had tried toend the conversation but when he set the phone down and began the conversation with another partyhe claimed he was going to sue usIf we hung up on him how would we have heard that conversation?At this time, I am unable to give a refund or exchange on this stayMtOlympus did what theguest requested, they wanted to move back to a queen room we did it, they wanted housekeeping wesent themI am not able to refund or exchange an amount that was used .Thank you,MtOlympus Management170J Wiscons in Dells Parkway POBox Wisconsin Deli sI W I 53965Phone: () Eve (608) mto lympLishotel.com

I have reviewed the reservation and I see that both rooms you were in were inspected and both were negative casesWe have spent a lot of time and money making sure our staff is trained not only in preventative measures but treatment measures as wellWhen our inspections are done the entire room is
inspected not just the beds and the only thing found in the room was a beetleI do see our staff was trying to assist you and your guests by moving your room but this became difficult when the threats and rude comments were being madeMtOlympus does have a cancellation policy and you were informed of this via email when you reserved as well as when you asked the front deskYou did choose to leave even after you were told the amount paid would not be refundedNo refund will be issued since our staff did everything correctly and offered a room switch as well as notified the guest about the inspection details