Mt. Olympus Water & Theme Park Resort

[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,
Michael [redacted]

I do apologize you feel the situation wasn't handled properly and would like the chance to make the matter right for you. I will contact you tomorrow when I return to work to come up with a resolution to the situation at hand.

[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. Regarding management "Teresa" I feel the way Teresa handle the situation the next morning is unacceptable and actions should be taken in place to prevent other customers from feeling the same way our family felt, cleanliness is a priority and no family should sleep in uncleanliness conditions and told these things happen to deal with it. There was no customer service on management part which made the situation worse. 
Regards,
Jessie [redacted]

Mt. Olympus 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 $187.63. You were made aware of this partial refund that was issued on 3/7/15.  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 you. I also see that when the guest was trying to address the issue themselves before they called the desk they were threatening the other party. When 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 matter. A partial refund was already issued outside of our policy in the amount of $187.36 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.

A refund for a 3 night stay is not an option for this reservation. I see the only concern that was brought to our attention during your stay was the location of you room being across the street. Once this concern was mentioned to us we gladly moved your room to a closer location on the same side of the road. Every attraction in Wisconsin Dells is going to be busy during the peak months. We do include the parks in your stay for no additional cost and we also offer our guests 3 extra hours in the parks that is not included for outside customers. During your stay we also opened the parks an hour early for our customers only to enjoy. I do see you stayed in your room for the entire 3 nights and that is what your rate paid was for nothing was charged extra for the park access. We have our prices for rooms and park tickets alone listed online and it is nothing we try to hide from our customers.

I do apologize that you felt the parks were to busy for your family to enjoy yourself. I would be more than happy to send you additional passes to come back another day to enjoy the facilities. Please keep in mind that during the week is going to be less busy then our weekends in the Dells.

I don't know where the confusion happened on reserving the room but I did go ahead and place the reservation in Hotel Rome having 2 Queen Beds. The nightly rate has been changed back to the $114.99 - Total with taxes and fees being $157.11. $78.37 has already been applied to ward the reservation and...

$78.74 is the remaining balance due at the time of check-in. I hope this resolves the matter and I also sent an updated email confirmation showing the changes made.

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.We did both threaten or swear at the manager until after she refused to give us her name it is one thing to be noisy in the hallway passing by but to have a party in the hallway outside are door is not okay and we never threatened the other guest when asking them to be quiet. They where very rude and said they did not have to be quiet because it was only 8:30 on a Saturday night.I want the full refund back of the other 180.00 I spent or I will have the bank reverse the charges as they are not authorized.
Regards,
[redacted]

The notes in the reservation you had state that the room was moved to a non-handicap accessible room per your request of being closer to the parks. We have the proper handicap parking in all areas, if the spaces were taken by other guests that had the handicap sticker or license plate, that would be...

like any other business in which the spaces are provided, if the spaces become full, that is out of anyone's control if they have the proper paperwork to be parked there. I have no indication of an injury occurring at any point either, the information regarding the matter will be forwarded to our Safety Director to review but as of now there will be no refund issued.

Good morning,As you can see in the attachment, the entire stay has been taken care of. The $50 Deposit was refunded by myself and the $118.30 was voided on June 21, 2017 by the Manager On Duty which I have explained numerous times to the guest. I have also been speaking with the guest through e mail...

from June 21, 2017 thru June 26, 2017 trying to explain that everything has been done on our end and that the bank or card company has to now release the funds as I have have no control on that end. There is nothing more that I can do as we have already refunded the patron their stay in full as requested.  Thank you, Justin [redacted]Mt. Olympus Resorts

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.This response provided no additional information on any investigation of the issue. As it stands the hotel claims it to be “false” based on inspection by their own management who would of course not want to admit to such a claim and had weeks of knowledge of our complaint before such inspections occurred. I’m am working to move my complaint forward outside of direct resolution with the hotel as it does not seem likely.
Regards,
Courtney [redacted]

Clearly there were some misunderstandings because we would not be able to use any new credit card over the phone to make payments on a past reservation. The only cards that would be able to be processed are the cards swiped on file for the room. Since the cards are already on file we would need other verification from the credit card owner and that is why we do not need to speak to you in regards to the payment we need to speak to the other credit card owner. It is also clearly stated around our property that the hotel and desk are for hotel guests as well as listed on many signs were you purchase day passes for the park. If you had no idea you were being added to the reservation why did you come to the Hotel Lobby for Hotel Guest check in to purchase a hotel wrist band. It is clearly stated for the day pass purchase you go to the actual park you are looking to purchase admissions for. If you came to purchase a $6 pass why did you even agree to the $44.90 charge in the first place? We provide all of the information on signs, in the parking lots, at the desk, etc I apologize you misunderstood but again the other party needs to contact us, verify information, take responsibility for the room charges ($172.27), and then we would be more than happy to refund your card.

have taken the time to review this reservation and I do see you were located in one of ourVillage rooms that was just a mile down the road and was available to check into at 2pm. I have lookedat our daily logs and do not see any call to our staff about concerns during your stay. Mt. Olympus doeshave...

staff on property 24 hours a day to assist our guest with any concerns or needs they may haveduring their stay with us.After the stay I do see that the general manager did contact you and offered a 20% discount andfuture passes to the parks but you hung up on him. The original offer ofthe 20% and passes are loggedin your reservation and still available for use. If you would like us to apply this, please contact us at [redacted]

When you are reserving through
a third party all future transactions are to be done threw that party. I do
understand the situation but you also need to understand our side and see that
we have a cancellation policy for a reason. The most refund I am able to do
would be for the second night of your stay in the amount of $265.45. The first
night $199.80 is a forfeit and cannot be refund. Our cancellation policy was
listed and agreed to when the reservation was made. If you have any further
questions, fee!free to contact us at ###-###-####.

I have taken the time to review your reservation and I do apologize for any misunderstanding. I have record that there was a request to repair a cracked toilet seat when maintenance goes to a room they do first check for a do not disturb sign, then if no sign is present they knock and announce...

themselves. If this repair was no longer desired the call could have been cancelled with the front desk or a do not disturb sign could have been placed on the door. It seems the biggest misunderstanding was in regards to our resort vehicles. Please keep in mind we are a larger resort and it is our job to keep our guests safe and patrol the properties. Mt. Olympus does have over 30 resort vehicles that look the same so I do apologize if you believe it was the same vehicle but we did have 15 of those vehicles running and patrolling our locations each night. I would also like to explain that any pool will not have a smooth finish in their parks since it is wet and easy to slip on such surfaces. As you see Mt. Olympus is trying to keep all of their customers safe. I do see that we did issue 5 summer passes which value over $225 and this would be the best offer for the misunderstanding.

I do see that you
were sent the text message that the room was ready for you at 2:00 pm but you
did choose to not enter until 7:00 pm. We would have had availability to change
the room if it was not to your liking. Also, we do again have staff on property
24 hours a day to assist our customers. If we would have received a call, we
would have handled any situation you may have had while you were still here.
The best offer I can issue since we were not notified during your stay is a 30%
discount ($60.00).This will be refunded September 6th and will show
in your account in 7 — 10 business days.

When you spoke to the manager on duty you said security came once and you did not call back or speak to anyone after that. You thanked us for the late check out and the return discount when you were at the desk and never mentioned once wanting any sort of a refund when you were here. You also mentioned at the desk that they did quiet down later in the night so you even wondered if they left or got evicted after that. I am unsure how the entire situation changed after you left the desk but we are unable to give an entire refund on a reservation that was booked and entirely utilized.

I do see that you came to the desk to purchase passes to the parks. The agent did inform you that at the desk they would be $20 + tax per pass. The reason they are a different price than our gate price is because they are being added to a stay which includes the night at the park and the extra day....

I do see that you added your card to the reservation which does authorize room charges as well. This being said the room charges did total $172.27. If you would like the other party to pay for these charges they would need to contact us, authorize the charges, and then we could refund your card in the amount of $172.27. Until the other party calls to pay that amount the charges will be held on your account. If you have any additional concerns, please feel free to contact any supervisor on duty at [redacted]

I do apologize for any issues you may have encountered during your stay with us. After looking over your reservation and I do see Maintenance was sent to your room and snaked the drain, however, it was not clogged. I do see the manager did offer you to move to another location but that offer was...

declined. I do not see any other concerns brought to our attention during your stay and wish we would have been notified if there were additional issues we could have addressed for you. For the inconvenience, I can add a $40 credit to your account that will be posted on June 23rd. Please allow 7 – 10 business days for this credit to reflect in your account.

I am awaiting a refund for 3 unused tickets.  This facility is not currently offering a clean and safe place to visit.  If I cannot visit due to their failure to meet standards, I am owed a refund.  I have a family member who witnessed this first hand along with reading and chatting with people on the internet.  The internet is flooding with horrible experiences to back up what I am saying.  Thank you