Mt. Olympus Water & Theme Park Resort

I have looked at the reservation and I do see you stayed after the peak Summer monthsAfter Labor Day the outdoor parks do close for the most part and our website does reflect thatListed for the outdoor parks you would see it states select rides and weather permitting for the outdoor theme parks
and Closed for the outdoor waterI do see for the room location you did reserve the cheaper option which is listed as standard rooms at your offsite locationIf you were unsure this is also listed in your confirmation emailMtOlympus does offer our onsite rooms at Hotel Rome for a higher rate, offsite themed rooms for a little less, and also our standard offsite rooms for an even cheaper rateIf you were interested being onsite it would have been an additional cost either wayAs for the Hot tub we do have of them located in the indoor water parkThe building you stayed in is not advertised to have its own pool or hot tub but we do offer a pool in that locationThere was already a $credit on this reservation and no further compensation will be issued since everything booked was issued to you during your stayOur website is not listed with any misinformation

I have reviewed the reservation and I see that the guest stopped at the desk with minor irritation on the armI see that a full inspection of the room was requested by the front desk staff to see if it was a reaction to detergent/pool chemicals or possible insect biteI see the inspection results
did come back late in the evening and a call to the guest is set to be done at 10:am today the 21st

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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,
Kevin ***

I do apologize for any issues you may have encountered during your stay with usAfter reviewing your reservation I do see that the original rate and room were for our off site VillagesThe Villages are listed separate online from Hotel Rome as well as stated in the Confirmation to be aware you are
not on site and if you would like to upgrade to contact usI do see the manager on duty did offer you a discounted upgrade to Hotel Rome which you acceptedAs for the pools we do offer life jackets at no cost for our guests to use but they are on a first come first serve basis and I am sorry they were not available when you needed oneThe parks do have a closing time and the staff does start to notify guest sooner than that time to assure closing is efficient What I can do for your concerns is only charge you the discounted rate for park tickets usedThis would be $+ tax per person for a total of $With this discount it would give you a refund of $Please allow 7-business days for this refund to reflect in your account

There is absolutely no reason to be rude the receipt shows your reservation details that is why it was sent to you because it is your reservationIf you would like your confirmation email I can send you that as well or if you want to see how you reserved you can go online and view our site againYou would not have been charged for parking on the day of check out because it was covered in your reservation aka the resort feeThe bands may be replaced when they come off at the front desk it is only when you lose a band that you get charged but replacement is covered under that feeThe fee is listed prior to your booking under the terms and conditions if it is something you didn't agree with you didn't have to make the reservationAlso before you finalize your booking it is stated your not on site to the parks I apologize you missed that information but it was providedIf you would like to discuss this any further you will need to contact us at ###-###-####

07/05/I have taken the time to review your reservation and I do see that you were located in one of the newest remodeled buildings so the picture is very similar to the actual roomI also see that the room was not re rented after you departed and your cancellation was done within our policyOur policy does state that cancelling within the hours would be a forfeit of the 1st nightIf you had any concerns with the location, room, or anything we could have looked into other options for you but we were never given this opportunityAt this time there is no refund I could issue since this was done with in the policy and MtOlympus was never given a chance to assist youThank you, MtOlympus

[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,
Collin ***

I have taken the time to review your reservation and I did see that you were set to check out on June 28å but you did access the room past 6pm on the 27tl The reason we cannot refund for vou leaving early is because it was way past the standard check out time (10:30am) as wetl as MtOlympus has
it listed in the confirmation that no refunds are issued for early departure"Please check your arrival and departure dates carefullyYou will be charged for the full number of nights you have reservedSorry, but we are unable to give refunds on early departures." I do apologize that you encountered issues while staying with us and I do see that we did offer your family a return stay discount or summer passes to enjoy the parksIf you do not wish to take advantage of this offer I would be able to apply a $credit to your past stay with usTo accept either of these offers please contact us at 800-and mention reservation

Originally you stated you looked on the website for the information and that you were lied to at the deskI explained I cannot view your conversation from the desk and explained the information on the website was accurateWe have already issued you a resort credit that was used and since you don’t wish to return to MtOlympus I will refund you the value of the passes I offered which would be $The refund will be put through today the 28th and will take 7-business days to reflect in your accountI will also be in contact with Gunner and have him reach out to you on the phone number you listed

Our Cancellation Policy is stated on our website as well as in the Confirmation Email that is received after reserving your room(s), however I am willing to waive the fee this time as a courtesy to you and do apologize for any misunderstandingI would need the reservation number or name that the
reservation was made under to do so and will have this processed right away once I have received this informationI appreciate your patience in the matter and look forward to hearing back from you - ***. Sincerely, Justin *** *** ***MtOlympus Resorts

I have reviewed your reservation and I do see that there was good reason for the eviction that was doneI see in the log that we had multiple rooms call to complain about the excessive noise and possible fight occurring in your roomWe had calls from different rooms at 11:pm, 11:pm, and
11:pmQuiet hours are between 11:pm and 7:am so when our security team did arrive at the location they did witness the excessive noise and aggression coming from the roomWhen the door was answered, the guest was immediately mouthy and aggressive with our staffAt this point they were asked to vacate the premises but refused to leave without police being calledNot only did we have to apply refunds to the guests below and around this room due to the noise disturbance our staff also had to endure racial threats, swearing, and even an invitation the fight them outside (all recorded)At this time, we are not issuing any refund since the issues caused resulted in refunds of other guests as well as police being contacted and the business being at no fault when responding to multiple noise complaints

I do apologize for any issues you may have encountered during your stay with usI have looked over the reservation and I do not see any calls to the desk stating issues with the roomIf there were any areas that needed to be addressed we would have been more than happy to take care of them while
you were hereMtOlympus insurance does not cover guests so unfortunately, we would not have been able to drive you to the gas station but we would have been more than happy to contact a taxi for youWe were not able to offer you gas or a gas can because we do use both unleaded and diesel forms so it would be a great liability for us to lend theseRegarding the parking stalls we are up to the state regulations for the number of accessible stalls to total parkingI can add your concerns to your past reservation and if you ever do visit again please mention the stay so we can issue a discounted night or park passes for the family. Tell us why here

I'm have spoke with Rich on Friday, September 30, 2016 around 2:p.m. from Wisconsin dell from ####-###-####, he also agreed to mail me free pass on this date as of today I haven't received them he did stated to me that they was going to be mail out on this day. I agree to accept the money that was deposit back into my account along with the free passed. If I don't get the passes by the end of this week I will be contact the Revdex.com once again. I did stated to him that I had days to accept this offer which is today

I am sorry to hear you didn't have the stay you expected but there are no notes in your reservation of any sort of complaints made while you were staying with usWe had your room placed on priority per your request due to your child not feeling well and had the room ready for you earlier than our
standard chetimeThe accusations made about the different items in your room that made you uncomfortable were never mentioned to anyone during your stay or confirmed by anyone as we were not made aware of any issuesDue to the fact none of these items were mentioned to our staff or management during your stay, we will not be honoring a refund

[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. I have recently submitted a complaint to the Revdex.com with the ID number *** against MtOlympus Water Park & ResortI have since then been contacted by the company and have been offered a settlement to resolve the issueI am pleased with the outcome and response from themIn return they asked I contact you guys to inform you the issue was resolvedIf there is anything further I need to do or complete on this matter please let me know ASAP!Thank you, *** ***

[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,
Brian ***

I do see that the reservation was made online and the Village location was selected when reservingOur notes do show your requested to be close to the parks and that is the location you were placedWe also have our park tickets listed online as well as our rooms though I do apologize you felt it
was overcrowded it is peak timeI do see that as soon as we were notified of your request to move we did accommodate you accordinglyI cannot issue a refund but I would be more than happy to issue park passes for a future use

I have looked at the reservation and I see you were in one of our Village locations, as stated the Villages do range up to miles awayI see you checked in on Friday the 10th and that there were over more arrivals that day alone in your buildingAll of our key packets and room phones do tell
you to dial “0” if you need anything since we do have staff that goes throughout all of our properties hours a dayI do see that you called after you got to your room about the TV not working and we sent someone to handle the situation and the TV was fixed within minI see no other issues were brought to our attention in regards to the room cleanliness or anythingIf you knew to dial “0” for the TV not working why was housekeeping or a supervisor not requested the same way? In regards to the accident your grandson had in the theme park I do remember this call and as the attendant went to get first aid you had already took the child to go to the hospitalAge of our attendants have nothing to do with the accident that happened we hire staff that is trained and of legal working ageAll rides are staffed by an attendant and the attendant tried to get help for the child but we were not given the opportunityI will pass this information on to our safety director and have him contact you on the number we have on fileIf you would like to contact him please call ###-###-####

While we appreciate your concerns regarding the ticket pricing, we have the option to continue a special and/or change the special as the market permits. It is true that we are experiencing peak attendance on the weekends which create lines as is true at every theme park in the country
when the weather and price are right for attendance. We would like to encourage you to plan a trip during the week as our attendance is lower and the lines are shorter. We have been charging for parking all summer, as we have for the past several years. Our parking price is not out of line for theme parks if you check others in Wisconsin and other parts of the United States. As stated when you purchase the tickets, All sales are final. We will continue to honor the tickets through September 7, 2015. As a special consideration I would extend those tickets through our fall season if you would like to try that, please keep in mind that the waterpark will not be open into the fall. Please let us know what your decision is on the extension of the tickets

I do apologize for any confusion you encountered while booking with us but I do see the request sent to MtOlympus from Expedia was for queen beds and bunk bedThe request was set to arrive for night on Friday August 18thThe reservation set in our system was that of the same, queen beds
and bunk bed arrival Friday August 18thWhen we were contacted we did issue a free upgrade from the queens with bunk to a queen room at the same rateAttached you will see the request sent to us from ExpediaI can offer you park passes to use the facilities at another time but I cannot do a refund since all the information sent to us was exactly what was in the system and you were issued a free upgrade to the larger room