Mt. Olympus Water & Theme Park Resort

I have taken the time to review the three reservations and I see that all of the room were
inspected and nothing was foundI show that Matthew was called on Sept14th and notified nothing was found in any of the rooms and he thanked us for calling him to let him knowAfter this, on Sept 15th, our reservations manager received a call from another member of the party who was screaming and cursing the entire timeOur manager was told in this conversation that this company makes millions so we can just refund themAbout an hour later on the 15th yet another call was put in to another manager at MtOlympus from Cecilia saying that we are a multi-million if not billion-dollar company and asking for a refundOur team is trained to inspect and treat rooms when accusations like this come up and after the deep inspections on all three rooms no signs were found that there is any issueWe did not offer refunds because the guests did check in, stay two nights, and no issues were foundI do not believe that the success of our company should influence us to refund guests for services that they usedI do show that despite the harassment our staff endured with these phone calls we did issue these guests a return discount stay to be used anytime in the future

The company feels that they have taken every step to ensure the information provided to us confirms the prior guest's accusations are falseThis information has been forwarded on to Risk Retention for their review

[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,
Megan ***THANK YOU! Have a great day!

[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,
Danetta ***

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.]Hello, it seems like you are not fully understanding all these issuesMy concern is not mainly about your vansI was concerned about being followed which was done by your vans, but the main issue is why were there people in my room as I went to park my car? Why were there things in my room that wasn't mineWho was in my room after 3pm and before 12am? Why did you maintenance guys use my clean towels and throw them behind the toilet? I NEVER ASKED ANYONE TO COME OUT AND REPAIR THE TOILET THAT YOUR CLEANING LADY *** BROKE! SHE SAID MAINTENANCE WAS COMING OUT IN THE DAY, NOT MIDNIGHT! Since it seems like you are having a hard time comprehending all of this and can't answer my questions and tell me who was in my room, I guess it's best to just talk to my lawyerI will also be disputing this with my credit card company*** will not do anythingHe basically gets paid to sit on his as and threaten people when they have a complaint or concernI've already talked to him and he doesn't care and laughedHe refused to give me the owners information to let them know the situation, but I have taken it upon myself to get that *** and *** ***, I will do whatever I can to resolve these issues and make sure it doesn't happen to anyone elseI will also be going to the news so the entire public knows about thisI didn't want to take this route, but seems like you all don't care about your resort guests, so I will let the world knowThanks and if needed I will talk to the Revdex.com if I can't find the address on where to serve the papersI am also including *** in all of this since he threatened meAlso *** is the only one who stated that your MtOlympus vans follow around all guest checking to make sure people are wearing their wristbands or they can not stay on the property whatsoeverIt amazes me how you've offered people refunds when complaining your resort is dirty, but for someone who comes into my room and violates my privacy and my kids could have been abducted, you just ignore all of thatAnd you also dont want to believe that your vans were following me and men just happened to come into my room as they watched me walk out and park my car???? This isn't just a coincidence! I will suppena all your employees who gave me different stories on what happened and how the maintenance men do not disturb people that late at nightYou guys came into my room when you were not welcomeI didnt even have a chance to put up a do not disturb sign since I was going to park my carI've done my best to communicate with you and it seems like you simply can not address each issue or have the answers to themIf thats the case, you could have said soHave a great night!
Regards,
*** *** * *** ***

[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,
Monika *** I will be awaiting for my refund, like I said I will be coming after my refund for the unprofessional way we were treated

After reviewing your reservation, I do see that an eviction and smoking charge were done on the first night of the staySince you didn’t stay for the second night I can refund you for that in the amount of $88.64, please allow 7-business days for that credit to reflect in your accountPer the
registration you signed at check in you were charged the $fee for smoking in the roomSince it is Wisconsin law that all the rooms are non-smoking and it was an illegal substance the eviction did have to take placeNo further refunds will be issued on this reservation other than the 2nd night stay for $

We do apologize for any inconveniences you may have encounteredThe remaining nights were dropped at no fee as a courtesy to you and the time you checked out was 8:AM which is roughly two hours earlier than the check-out time grantedWe are not able to refund the $requested as
that amount was paid for the night stayed in which we were unable to sell the room to anyone else as the room was registered to you

On Saturday August 27, at 4:20pm I received a call from manager *** at MtOlympus*** was calling to apologize since no one has responded back to me since the last time I spoke with her*** said that they checked at the rom we stayed in and didn't find anything but they were
planning to bring a professional in to check it outShe said due to having me wait for them to contact me back plus with what I had told her about the bite marks me and my girlfriend got from our stay she said she was gonna refund me back what I paid for of the amount of $She said she felt bad and that they are going to continue investigatingI checked my credit card statement and I was refunded already as of yesterday

I do apologize about any confusion you may have had when booking but when you are reserving on the MtOlympus site you will have many options to choose fromOnce you select your dates it will have a header stating “Village Rooms of MtOlympus”, Below this header it will give you all of the
available rooms for the Village locationIf you scroll down, you will see another header stating “Hotel Rome” and then another list (with different rates) of rooms available in the Rome locationMtOlympus also has a description available which will explain what our Village rooms areIn the description, it does state that these rooms are in a stand-alone property which are located along the Wisconsin Dells strip Once you have selected your preferred pricing (which also states the total for your room and the deposit amount dueSince the deposit is the 1st night stay you will see that the total for a night stay is the same amount as your deposit due) and room you are then required to fill out your personal informationDuring that process of filling out your information our Terms and Conditions are available to viewIn the Terms and Conditions, you will see that the deposit is the down payment for the room (the 1st night stayIf you stay 2+ nights, the remaining is due at check in)You will also see listed in the Terms and Conditions the cancellation policyAll of this information is provided prior to reserving you roomWhat I can offer you for the confusion is the option to use the $cancellation fee towards any future booking with MtOlympusAll you would have to do is mention the cancelled reservation when you are creating a new booking and the manager on duty will transfer those funds for you *Attached you will see the screen shots provided for the Village and Rome separation, the Village description, and the Terms and Conditions

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,
Cheryle ***

I do apologize that you have not heard anything on your lost itemI do see the email was forwarded to the park lost and found and if anything is found they would have contacted youThey do keep the emails and information on file just in case items are returned at a later time but if they have not
contacted you that means the item has not been submitted to our lost and found department

I have taken the t ime to review your reservation and I see that the price options were given forthe Vi llage and Rome, the location and pricing you chose was for the VillageI do see that theconfirmation email was also received and re explains the room and location that was reserved If the
rewere any concerns about the location, it does say to contact us about upgrade optionsEmail states"Please be aware that you are not at MtOlympus' on site Property (Hotel Rome), if you would beinterested in upgrading, please call 1-800-800-All MtOlympus Village rooms are located in 30separate resort buildings -- spread over the famous Wisconsin Dells Strip, within minutes of HotelRome & MtOlympus Water & Theme ParkThe Villages Main Lobby, including Village Registration, islocated inside Hotel Rome Building 1."I do see that an upgrade option was also given at the time of check in but you declined due tothe feeRegardless of the time you are reserving Hotel Rome it is a higher price than the Village rooms.Both Rome and Village price options are offered when reservingI am una ble to give a full refund for atwo night stay when you did stay and utilize the facilities for those two nightsFor any future bookings ifyou would like the main hotel please request Hotel Rome or speak to the supervisor on duty to assurethe loca t ion.Thank you,MtOlympus Management

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.
As I found when I talked to the manager on site, it is always the customer's fault there, they do not take responsibility as a business owner should. They have no concern for customer service, as you can see from all the similar complaints and replies on the Revdex.com website.Their version of the story is only partially correct. I will have to pursue on my own. Thank you for your time.
Regards,
Kim [redacted]

I do apologize but I am not sure where the confusion came from. We have never made an offer of 5 nights free and if a future night is ever discounted or comped we issue that right away to our customers. I have all the records stating that no discount was offered or issued. If you have any additional questions or concerns this is something either the guest or the Revdex.com may discuss with the Manager that handled this situation, [redacted] at ###-###-####.

After guest called the Front Desk about being "itchy" as the notes state in the reservation, we sent our inspectors to their room and there was nothing to be found any where in the room regarding any issues. Guests were given a 2:00 PM Check-Out which was at no charge and much later than our normal...

Check-Out time (10:30am) The charges that we have contacted the guest about, their card is declining for, was a Room Charge made in the Arcade for $50.00 that we are unable to get payment for. With the facts stated, there won't be any adjustments made to the reservation or any kind of refunds issued. The $50.00 is still owed on the reservation and messages are sent out to attempt to receive payment for them until they are paid in full.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12341092, 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,
John [redacted]
I think you have the wrong information. I checked into your Mt Olympus for the 19th. on the 17th of august your statement said June 23rd I put my order in... I never called or spoke with anyone Pryor to August 17th. When I checked my e mail I called within seconds and was told to contact the [redacted] where it was ordered from.I called them and they were on the line with you for 45 minutes trying to see what went wrong. Even [redacted] said it did not make since and that some how the room was not the same nor was the date of arrival. I was then told that I could not change or cancel their was nor refund. So I had to take off from work and go on the day I did not want to go.

I do apologize for any inconvenience but if you have the gift card please contact us at ###-###-#### and ask to speak to one of the reservation supervisors on duty. If you do not have the gift card anymore unfortunately we do not replace lost or stolen cards.

Mt. Olympus is a large resort with many building and we know it can be confusing but over the phone you are offered both price options and the room you reserved was the lesser of the two prices. When reserving the Villages, you are located a short distance from the parks but parking is included when...

you want to enjoy the parks. In our parks we also have lockers, changing rooms, and showers so you may bundle up before leaving the area. The 2 confirmation emails also stated that you were not onsite to the parks if there was any concern with this you could have contacted us to upgrade at that time, but, no matter when the upgrade would have been done the cost would have been more. Hotel Rome is the main building and is always a greater price then our Villages especially on a Holiday. We tried to work with you and offer 2 discounts, the first offer $200 was already a discounted rate then we agreed to do $150. Once our efforts were not accepted we did give the option to cancel without fee (Cancellations are usually a full forfeit). You stated you would like a full refund for getting the “wrong room” but the rate and room you reserved was correct when you arrived. You did admit at the desk that you did not read the entire confirmation when all of the information was re provided to you.  We are not able to do any refunds on a room that was reserved and issued.

I do apologize for any issues you encountered during your stay with us. I looked at your reservation and I do see there was a slight hiccup with the system which didn’t process your reservation request until a couple hours later. I do see the manager on duty did have to move your room as well. I...

have processed your refund request so you should see two refunds in your account within 7 – 10 business days, one for $50 and the second for the remaining $34.15.