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,
[redacted]

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.  I will accept the refund for the 2nd night from Mt. Olympus.  I will take the first night up with [redacted].  Thank you for your assistance in this matter.Will the refund show on my debit card or will it be mailed?  If it is mailed, I have since moved.  My new address is [redacted]
Regards,
Christina [redacted]

I do apologize about the confusion but I do see there was no error when sending the confirmations stating our policy. Attached you will see the original email sent. Noted in your reservations, when you called to cancel, you were offered a date change, to postpone the reservations (holding the...

deposits for 5 years to use later), or a $30 cancellation fee on each reservation. I do see you opted to do the $30 fee on each reservation which typically is a forfeit of that $60 in total. What I can offer you for the confusion is to allow you to use that $60 at a future time when you decide to reserve with us again. When you call to make a future booking please either mention the reservation numbers or the last name on the reservation for that amount to be transferred.

It would not be false advertisement if you booked/paid for a room and received that room, booked with access to the parks and received access to the parks, booked with the Halloween promotion and had access to the Halloween activities. I apologize that you felt there were not enough activities available but in order to have full access to all of the parks you would need to reserve during the Summer months. I have already passed your information on to the Safety Director as well as provided you with their contact information. At this time, we are not able to do any further refunds for a room that you utilized for the night.

I do apologize about the mix up and i'm sure it was just an error. I have no problem refunding you for the additional park pass but we would need you to contact our park accounting office to finalize this refund. Please contact us at ###-###-####.Thank you

I do apologize about the issues you encountered during your stay with us. It is never our intention to run into any issues like this but we do try to correct any problems that may occur to the best of our ability. I do see that the manager on duty did credit 1 reservation a total of $105.94 and I...

have made an additional refund in the amount of $67.34.  I have passed this information on to the general manager and he will be calling you soon to discuss everything further. Again we do apologize and hope to see you again.

Hello [redacted]I am writing you in regards to a complaint with the ID # [redacted] I do not recall receiving anything from you on this matter, however I do keep a record of all complaints that are lodged through the hotel directly. I have been in contact with [redacted], and was under the impression that the compensation she was offered through us was sufficient, as she accepted the offer with no additional comments or concerns. I would be more than happy to provide you with our correspondence in an effort to see that this is resolved.  Please let me know if there is anything I can provide or assist you with. I look forward to working with you to see that this issue is resolved. sincerely,Mt. Olympus Resort 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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Russell [redacted]

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 have NEVER stated a 5 night free on Mt. Olympus was ever offered. What was told to us by Mr. [redacted] was  " I will make this right for you and your family."  as he came to see the room to see what a dirty and smelly room we had. He also apologized  to all of us and seemed very sincere at the time. This matter was to be taken care of immediately.  When our family was at check out there would be something off the bill according to Mr. [redacted].  We asked the staff if he was available to speak with and he was no where to be found. I then called back to speak with him after we got home from the trip.  Although it took a bit to get him to return my phone calls, I finally reached him.  Mr. [redacted]  was wanting our family to " come back and enjoy the park on him." Although I was disappointed that he didn't take care of us in the first place like he said to us at the hotel. Now he wants us to come back and enjoy the park on him. This time I did ask him to send something in writing so we would have something in our record and some paper to bring back to the hotel for our stay next summer (2015).  Mr. [redacted] had no problem in doing so. After not getting any mail from  Mr. [redacted] or Mt. Olympus, I called again. I had left a few more messages on Mr. [redacted] phone. It is a waiting process for him to call back. Now he denies ever saying " I will make this right for you and your family."  Mr. [redacted] management skills are very disturbing with all his lies, phone games and insincere apologies. This seems to be a negative trend with Mt. Olympus and how Mr. [redacted] conducts business with his customers.

[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, provided the refund does go through.  I am accepting in good faith that it will show up in the expected 3-5 business days. 
Regards,
Jamie [redacted]

It does appear that the resort credit was applied at the time of check in. The 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 stay. This credit is supposed to be lost if not used but one of the...

managers did refund this already to your credit card.

I do apologize for any inconveniences you encountered and appreciate you bringing your concerns to my attention. I did look at both of your reservations and refunded $40.00 on each making the total refund amount $80.00, typically it takes 3-5 Business Days to see the credit in the account depending...

on the bank or card company. I hope this resolves the matter at hand for you. Sincerely, Justin [redacted]Mt. Olympus Resorts

I have made the additional refund of $18. Please allow 7-10 business days for this to reflect on your account.

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 have every right to be rude! You never helped me before I came, when I arrived or even now. I called you a couple times before I arrived about my reservation and you couldnt tell me anything until I arrived! If you have I most likely would have canceled. Last 2 time I made reservations I stayed where I wanted to and paid the same amount to stay at hotel rome. I never wanted to come in the first place but my kids wanted to because you are so overpriced and you dont offer anything for resort guests at all. You have people from all over come there so why would you care about a few families that most likely wont return. You could at least give resort guests front line access to rides in front of people who only pay 8 bucks for the day. You have no right telling me I should not have made reservations! My brother in law went to his room after this so called night at the park and when he got to his room a car was parked in front of his room with no permit and when he called you, they told him there was nothing they could do! I reserved a room in january thinking I would have a room right on site but instead you put me 4 miles away off the resort with a phone that didnt work so I had no way getting ahold of anyone and we had no front desk or anything just an apartment next to a graveyard with no view. My other brother in law was next to me and reserved at same time and you give him free passes back. Is this how you treat returning guests? Either you dont care about guests or you dont know how to do your job! There are reservations then a comfirmation and finally a receipt. What I was asking for is the info that is on the reservation at time of booking where it says I will be staying and all the other stuff like we will be offering 8 dollar passes all summer so if you stay at this resort you wont be able to enjoy yourselves and have to wait 2 hours to get on a ride before we even confirmed our reservations. I am not just speaking on my behalf. I feel bad telling 5 other families to come with me cuz it was so much fun and when we got there everyone was miserable. So I realize there is no point in this email since obviously you dont care but if you would have gave me the info before I came I wouldnt be doing this. I would rather stay somewhere where you are treated like a guest and get what you pay for. 
Regards,
[redacted]

I have taken the time to review your stay and I do see that the email confirmation was sent stating that Mt. Olympus does not give refunds for early departures as well as stating our cancellation policy. When you arrived you also signed the registration authorizing these charges. If there were any...

issues with the room, we do have staff on property 24 hours a day to assist you. If you would have even preferred another room, we could have accommodated you but we were not given this opportunity. Even though we do not offer refunds for early departures we did work with you and refund your account for the second night, $106.63. We would not be able to offer any further refunds to your account due to our policies.

I do apologize about your frustration but our park does run specials and promotions throughout the year and are listed as non refundable. I have verified that the $10 tickets were not redeemed so I have refunded the total order of $51.24. Please allow 7-10 business days for this to reflect on your...

account. These tickets will no longer be valid for redemption.

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.  Mt. Olympus doesn't appear to want to take responsibility for misleading there customers to in multiple ways just to get them to stay at their property. With that being said I would like to note and that I no longer wish to continue the complaint process as I do not see a satisfactory resolution being achieved.  
Regards,
Robbylee [redacted]

I do apologize for the circumstances in which you had to cancel. I will process the refund of $119.99 today and please allow 7-10 business days for this to reflect in your account.

Good afternoon,My apologies for the issues that you endured while staying here with us. I did review the reservation and refunded $40 back to the credit card on file which was half of what the rate was for the night stayed. We 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 matter. Please feel free to contact myself with any further questions or concerns at your convenience.  Sincerely, Justin [redacted]Mt. Olympus Resorts

I am rejecting this offer because they did not come even close to providing services that we paid for. The room did not have adequate heat and the water park was dirty and disgusting so we were not able to get any use out of that. It was $193 that was wasted and we could have stayed at another facility and received higher quality. We do not want to stay at this resort EVER again - so their offer to give us 10% off another visit does not satisfy us. We would never spend our hard earned money in their resort again. We expect a refund.  We did not contact the service desk because by using the phone or leaving the room during the night would have woke our children up since we were all staying in one room. Once they are awake - they are not easy to get back to sleep. So this was not an option. Also, it would have been unacceptable to have someone come into our room when our children were sleeping to fix the heater. Again, it would have woke our children up. So my husband and I just dealt with the fact that we were freezing and figured we would talk to someone in the morning when we checked out. Their excuse that it was a busy weekend is not acceptable. It is also not acceptable to say that your water park meets inspection when it was obviously very dirty otherwise. Maybe the water meets inspection - but the rest of the area was absolutely horrible! Some of our other family members stayed that weekend as well and left right away as we did because they did not want to expose their children to the unclean area. This is poor customer service on their part and we deserve a refund. Thank you.