Mt. Olympus Water & Theme Park Resort

I do apologize for the issues you endured in your home but a refund for treatments in your house is not something we can cover when the original onset is not proven to be Mt. Olympus. We have our staff trained to do daily checks and follow strict preventative and treatment measure. If there were any...

issues with the room you stayed in we would have record of this and no issues have been reported in that specific room. We take all of these situations very serious and have went above and beyond to research and train our staff, this is why we have one of the best ratings with the state.

Mt. Olympus does take situations such as this very serious. We have spent a lot of time and money to have the proper equipment to take not only preventative measures but corrective actions. I do apologize about any inconvenience but I have looked into the reservation and see that heat treating was...

offered to the guest  and was declined. I have went ahead and put an additional credit on your account for the remaining night in the amount of $119.36.

When Mt. Olympus does quote for any reservation we offer both the Village and the Hotel Rome pricing options. This reservation was made with a request to be near another party who also reserved in the Village location. We fulfilled this request and placed these 2 rooms near one another and located...

near to the parks. Mt. Olympus also sent the confirmation re going over the information discussed on the phone. Listed below you will see what is included in the confirmation in regards to location… Thank you for your deposit in the amount of $  252.56. This confirms your reservation atMt. Olympus Village,arriving on Friday, 03/25/16, and departing on Sunday, 03/27/16. Our records indicate that there will be 4 person(s) in your party. The total cost of your stay, including tax & fees, is $  482.56. Your remaining balance of $  230.00 is due upon check-in. (Only the Credit Card holder is needed for check-in time.) Please be aware that you are not at Mt. Olympus' on site Property (Hotel Rome), if you would be interested in upgrading, please call1-800-800-4997.Please check your arrival and departure dates carefully. You will be charged for the full number of nights you have reserved. Sorry, but we are unable to give refunds on early departures. (ALL ROOMS AND BUILDINGS ARE NON-SMOKING.) All Mt. Olympus Village rooms are located in 30 separate resort buildings -- spread over the famous Wisconsin Dells Strip, within minutes of Hotel Rome & Mt. Olympus Water & Theme Park. The Villages Main Lobby, including Village Registration, is located inside Hotel Rome Building 1. We provide this to each customer so there is no confusion about what they have reserved though we cannot force our customers to read this we do tell them to review it. Mt. Olympus does offer Skiing/Tubing/Golfing at Christmas Mountain free of charge. These passes are weather dependent. We do explain to our customers that the dates of use are tentative and dependent on Christmas Mountain’s hours of operation. Unfortunately the skiing/tubing did close due to the unseasonably nice weather and rain but the golf also opened early for guests to use. These passes are still included for each reservation it is only the activity that may change due to weather. I have looked at the reservation and I see the guest did speak to multiple managers and for each manager she spoke to she was very rude and swearing at the front desk. She was asked politely on many occasions to please stop cursing and she refused. Each manager answered each question she had and provided the information needed but the guest continued to ask the same questions over and over. When she was told to leave the GM a message with her information because he may be back in the office around 4 pm she told us she does not have time for that and she will keep coming back to the desk. We tried to give her the best options but she refused each time. The GM did call her and left a detailed message which she told one of the managers that she didn’t listen to it. At this time we are not able to give compensation on the 3/25/16 stay. We provided all of the information about the guests stay but they decided not to review that information. The lack of snow is also something out of our control but the free passes are still available for the activities promised (skiing/tubing/golf) it just depends on the season as to what the pass may be used for. The Indoor water and indoor theme parks were also available for the guests to use during the entire stay (Outdoor activities are scheduled to open Memorial weekend and never guaranteed earlier).

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 was told that I would receive a full refund.  It took me many attempts to contact anyone and they told me no one except the owner could give a full refund, which of course no one could contact.  
Regards,

I do apologize for any inconvenience but if there was any issue with the room or location you could have contacted us so it could have been taken care of right away for you or switched to a different location. Mt. Olympus would not be held responsible for damage to a vehicle in the parking...

lot because the damage was done by another person and not by the business itself. We give Permission to our guests to use one of our spaces on their own, with them keeping their own keys, and remaining responsible for their property they left there. It is the same as if you parked it on a public street.

I would be more than happy to review the reservation but unfortunately with the information provided I am not showing one. Please provide me with the name on the reservation or the reservation number.

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,
Morgan [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,
Nate [redacted]

I do apologize for the issues you encountered during your stay with us. I have taken the time to review your reservation and I do see the total discounts offered were a total of $155.26 (the amount of your first night stay). I do see that...

the locks were read on your room and no staff entered your room during the times in question so I’m not sure how anyone could have walked in on you. Our locks do record every transaction for each guest and they even register if a key touches the lock and doesn’t open the door and no staff even touched their key to your door. I see that your card was refunded $28.22 and the room charges you made during your stay ($127.04) covered the rest of the credit issued to you. No further discounts or refunds can be offered since we did correct the room issues you had and moved your room again upon your request because of location. With the lock readings we are not able to refund anything further because it does not show any staff or any other person entering your room except the keys that were issued to you.

Though Mt. Olympus does have a cancellation policy stated online and in your confirmation email I have went ahead and refund your card in the amount of $15.71, please allow 7-10 business days for that to reflect on your statement.

Revdex.com:  Then your machines suck. Who lies about something like that And to top it off, the room being reimbursed somehow got comped before the incident happened.the room charges were given to us before we were walked in on. That was for messing up our reservation and allowing us to walk into another guests room
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,
Jaclyn [redacted]

It appears you spoke to a manager and were issued a late check out as well as a return discount stay. Since your stay was on New Years other guests are going to be up later celebrating the holiday. When we received a call security was sent right away to handle the situation and since we did not...

receive any additional calls how were we suppose to know you were still having issues? We are unable to give a full nights refund since we do have to follow procedure and issue warnings to loud customers and if we receive additional complaints (which we did not) the guests would have been evicted. The late check out was issued to you and the return discount will still be valid to use in the future.

As stated in the earlier response, there won't be a refund issued by Mt. Olympus as we were sent over the information by the 3rd Party Booking who requested a 2 Queen Bed with a Bunk Bed and to try and accommodate better we issued a free upgrade to 3 Queen Beds. The park tickets to use at a future date are still valid if decide to utilize but like I said, there won't be any refund issued.

The staff that would have been sweeping outside your room would have been our housekeeping/general cleaning not our maintenance department. If the concerns were brought to our attention we would have sent someone directly to your room to address them. I apologize that you felt it was not something you should have had to address with us but if we are not aware of a concern we cannot correct it. We do have other guests as well as staff going in and out of the rooms on a daily basis and no prior concerns were ever mentioned about this room. Once we are notified we would have sent maintenance to your room within minutes and the concerns could have been resolved in a timely fashion. Again we are not able to do a refund for the first night stay since we have already worked with you and refunded for the second night and were never given the opportunity to assist you during your stay. Though we do not anticipate running into issues it is inevitable when renting rooms you will eventually run into something that either stops working, has to be fixed, or even replaced this is something that cannot be foreseen or prevented.

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.]
Well your employees shouldn't of told us otherwise multiple times before we ordered the tickets we called to make sure we could because if we couldn't we wouldnt of ordered the tickets! Also before you order the tickets it doesn't inform us that we can't come in until 4 pm it doesn't let us know until we have already order the tickets and when we get the email. That's not putting all the  guidelines up there for the customer to see if I'm paying for the 2 days I should be able to come in on the night I paid for that's just ridiculous and yes I've received my 50$ but my 118$ is still pending because your company has failed to do your part correctly and release my funds to my card company which have already advised me this time after time it's been now a week and still haven't recieved my money. The 118 was supposed to be returned to me before my 50$ since it was done first. Is this what your company does play with peoples hard working money. You won't be getting any service that way if that's how you treat your customers, we should of recieved a room that night for all the running around you had us do, that's not how you get people to come back, was it really going to kill your company to let us stay the the remaining of the day it was basically morning already. A company's purpose is to keep their customers happy it's all about the customers. If we weren't able to come until 4 pm why did your employees constantly keep changing our keys and have us running around waisting our time. I shouldn't have to go through all this just to get my money back literally outrageous! I've been back and forth with my card company and mt.olympus and I swiped my card that night your company was the one to have my money and you guys know what you did with it, all I know is you guys haven't fully done your part. I feel deceived, if we wouldn't of complained we would of never gotten our 50$ deposit back this situtaion is very sad. 
Regards,
Maria [redacted]

On our website under the Lodging Tab, it does state that the Mt. Olympus Resorts Rooms/Buildings will be located offsite before you put any information such as credit card or name. The All Inclusive hours are stated next to the Book Now button before you reserve as well and takes you to the link...

showing what hours each day this will be available. We do have Handicap Parking available near the parks and the resort, if those spots have been taken by other guests with a handicap sticker, that is a first come, first serve basis as any establishment has. We are in the Spring Break dates so there are a lot of guests staying not only with us, but every where with their families. We do have Security patrolling all of our buildings 24 hours a day and someone here to answer your calls by dialing "0" if there is anything needed. I would like to come to a resolution on this matter with you so please feel free to contact myself directly - [redacted] and I would be more than happy to assist on this for you. Sincerely, Justin [redacted]Mt. Olympus Resorts

This is telling you that you receive the passes when you stay just like in the summer they have open date for golf but if the weather doesn't clear up you cannot golf when their is snow. We have the passes available for you to use anytime they are open but again the weather was not cooperating and it is impossible to ski/tube without snow. This is something that is completely out of our control.

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]

I do apologize about the issues you encountered during your stay with us. I have taken the time to review your reservation and I see that we received a call shortly after you checked in to have a rollaway and blankets delivered to your room. I do see that those items were sent with no additional...

costs. However, I do not show any calls in regards to the cleanliness of the room. I do show that we had other rooms available for you to move to (in the same building as well as another building) if we would have been aware of the situation. I have posted a $50 credit to your account for the inconvenience. If you would like to discuss anything further please feel free to contact us at 800-800-4997.

My apologies, I changed the room to the 2 Queen Beds with a Bunk at Hotel Rome - New confirmation has been sent.