MtOlympus does take situations such as this very seriousWe have spent a lot of time and money to have the proper equipment to take not only preventative measures but corrective actionsI do apologize about any inconvenience but I have looked into the reservation and see that heat treating was offered to the guest and was declinedI have went ahead and put an additional credit on your account for the remaining night in the amount of $
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 I explained to the front desk that I didn't review my ititerary because in the past I never had to, I was under the impression that everything was explained to meThe reason that I was rude was because the staff members didn't try to listen to anything I had to say they kept sending me back to the general manager and saying comments like I should've listened to my voicemail and read my emailThese aren't ways to talk to customersThe GM called me at 3:I came to the front desk as instructed at I was unable to hear the GM's full message due to being in a loud area int he eater areaI was told the GM would call me the next day and have yet to receive a phone callThis business doesn't care about customer service they have yet to apologize for anything and justifying all actions that are incorrect I will make myself heardThis is no way to treat a customerWhat was explained to me on the phone was not what I have in this message or my email or I wouldn't have been so shocked a the front desk that was my argumentHad the staff been a little bit more emphathetic the situation wouldn't have escalatedI know this is a family owned business so whoever is responding to this email is obviously one of the staff members that I spoke with so I will be getting in contact with [redacted] as well Regards,
When you spoke to the manager on duty you said security came once and you did not call back or speak to anyone after thatYou 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 hereYou 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 thatI 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
Dear [redacted] Please feel free to use these tickets during the season I have made a note in your reservation file accordingly If you have any questions or difficulty when you get to the ticket booth, please have the ticket seller contact me personally If you wish, print a copy of this email and bring it along to the park ticket booth this coming summertickets @ paid in full Res: Sincerely, [redacted] Direct line [redacted] ext:
I do apologize for the confusion but any promotional emails sent do not include specific rooms or pricesWhen you click the link to view any discounts you would need to select your dates as well as your room desiredOnline we do have sections for either our MtOlympus Village rooms or our Hotel Rome roomsIf you are unsure of what the Village locations are we do provide a description for that as well on our siteI have attached the screen shots showing this information as well as our cancellation policy which you have to agree to before you can submit your requestI do see that due to the confusion they are allowing you to use the $to put on a future stayTypically, this fee is nonrefundable but we are trying to work with you and allow this to be used another time
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 snowWe 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 snowThis is something that is completely out of our control
Tell us why here..The only resolution I am getting so far from Mount Olympus is % off next stay or tickets which are priced dollars a piece for all the hassle changing rooms which I would have done again but shouldn't have to change rooms two or three times during my stay once is bad enoughCouldn't use the facilities that were suppose to be included with my stay since tickets to park were being given away for a piece you use to not let anybody in without paying like a seson pass or bucks a ticket that kept the park cleaner and not so crowded now complete chaos too many people for even life guards or staff to watch me being a guest cant even get on anything not a family fun time what so ever I mentioned to kids about % off or free tickets they laughed don't want to go back plus its hour drive for us not evn close to worth all this hassle you have put me through just want a refund
I do apologize for any issues you may have encountered during your stay with MtOlympusI have reviewed your reservation and see that the amount paid on the card was $We did transfer the ticket order to your reservation in the amount of $and issued a $discount (Total stay $367.24)I do see that as soon as we were notified that you would like to move rooms we did accommodate that request right awayThe manager on duty did issue you the $credit for location and room issuesWhat I could do is issue you an additional discount on a future stay with MtOlympusWhen you call to reserve a future stay please ask for the manager on duty and mention this stay to redeem this discount of 20-40% off
[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 meRegarding 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 itThere was no customer service on management part which made the situation worse Regards, Jessie [redacted]
I do apologize for the issues you endured while staying with us as that is obviously not what we want to hear our guests giving feedback withI looked further at the reservation and am doing a full refund for the inconveniences you experiencedThere was a refund already processed in the amount of $The remaining $will be refunded on our end today, typically will take 3-Business Days to see the credit in the account depending on the bank or credit card companyI hope this resolves the matter and next time around can have the enjoyable experience you expected on your prior stay Sincerely, Justin [redacted] MtOlympus 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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] I would like a copy of my reservation as I have asked for it a couple times prior to this complaint and never received one yet! I have other families I can crossreference those reservations with as I do not remember it saying anything about what they stated in their response! Also I would like to know why I get charged bucks for resort fee for parking in front of my room and we never used your wifi and we brought our own towels which that should all be included with our stay! (STAY AND PLAY FOR FREE)? Also why did I get charged like bucks for concession rooms? Regards, [redacted]
I would be more than happy to review the reservation but unfortunately with the information provided I am not showing onePlease provide me with the name on the reservation or the reservation number
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 Queen BedsThe nightly rate has been changed back to the $- Total with taxes and fees being $$has already been applied to ward the reservation and $is the remaining balance due at the time of check-inI hope this resolves the matter and I also sent an updated email confirmation showing the changes made
I do apologize you feel the situation wasn't handled properly and would like the chance to make the matter right for youI will contact you tomorrow when I return to work to come up with a resolution to the situation at hand
I do see all the offers listed In your reservation and each offer still standsIn order to accept an offer, you need to contact us directly at ###-###-####, We have all the information on file and if you had a further agreement with Rich then you should contact him at ext ***Further adjustments cannot be made until you call
[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] ***
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 directlyI 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 concernsI 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 withI look forward to working with you to see that this issue is resolvedsincerely,MtOlympus Resort Management
When MtOlympus does quote for any reservation we offer both the Village and the Hotel Rome pricing optionsThis reservation was made with a request to be near another party who also reserved in the Village locationWe fulfilled this request and placed these rooms near one another and located near to the parksMtOlympus also sent the confirmation re going over the information discussed on the phoneListed below you will see what is included in the confirmation in regards to location Thank you for your deposit in the amount of $ This confirms your reservation atMtOlympus Village,arriving on Friday, 03/25/16, and departing on Sunday, 03/27/Our records indicate that there will be person(s) in your partyThe total cost of your stay, including tax & fees, is $ Your remaining balance of $ is due upon check-in(Only the Credit Card holder is needed for chetime.) Please be aware that you are not at MtOlympus' on site Property (Hotel Rome), if you would be interested in upgrading, please call1-800-800-4997.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(ALL ROOMS AND BUILDINGS ARE NON-SMOKING.) All MtOlympus Village rooms are located in separate resort buildings -- spread over the famous Wisconsin Dells Strip, within minutes of Hotel Rome & MtOlympus Water & Theme ParkThe Villages Main Lobby, including Village Registration, is located inside Hotel Rome Building 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 itMtOlympus does offer Skiing/Tubing/Golfing at Christmas Mountain free of chargeThese passes are weather dependentWe do explain to our customers that the dates of use are tentative and dependent on Christmas Mountain’s hours of operationUnfortunately the skiing/tubing did close due to the unseasonably nice weather and rain but the golf also opened early for guests to useThese passes are still included for each reservation it is only the activity that may change due to weatherI 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 deskShe was asked politely on many occasions to please stop cursing and she refusedEach manager answered each question she had and provided the information needed but the guest continued to ask the same questions over and overWhen she was told to leave the GM a message with her information because he may be back in the office around pm she told us she does not have time for that and she will keep coming back to the deskWe tried to give her the best options but she refused each timeThe GM did call her and left a detailed message which she told one of the managers that she didn’t listen to itAt this time we are not able to give compensation on the 3/25/stayWe provided all of the information about the guests stay but they decided not to review that informationThe 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 forThe 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.] 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 pm it doesn't let us know until we have already order the tickets and when we get the emailThat's not putting all the guidelines up there for the customer to see if I'm paying for the 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 moneyThe was supposed to be returned to me before my 50$ since it was done firstIs this what your company does play with peoples hard working moneyYou 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 alreadyA company's purpose is to keep their customers happy it's all about the customersIf we weren't able to come until pm why did your employees constantly keep changing our keys and have us running around waisting our timeI 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 partI feel deceived, if we wouldn't of complained we would of never gotten our 50$ deposit back this situtaion is very sad Regards, Maria ***
As stated before we have many resort vehicles the only difference with them is the number located on the back bumperAgain, I apologize you felt someone was following you but there is no way for our staff to know which room you belong to just by seeing you unload your vehicleWhen our staff is informed of an maintenance issue they fix the problemIf you didn't want service done on your room we do provide the do not disturb signs for thisIf the customer or the Revdex.com would like to discuss this further they may contact [redacted] at ###-###-#### at ext
MtOlympus does take situations such as this very seriousWe have spent a lot of time and money to have the proper equipment to take not only preventative measures but corrective actionsI do apologize about any inconvenience but I have looked into the reservation and see that heat treating was offered to the guest and was declinedI have went ahead and put an additional credit on your account for the remaining night in the amount of $
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 I explained to the front desk that I didn't review my ititerary because in the past I never had to, I was under the impression that everything was explained to meThe reason that I was rude was because the staff members didn't try to listen to anything I had to say they kept sending me back to the general manager and saying comments like I should've listened to my voicemail and read my emailThese aren't ways to talk to customersThe GM called me at 3:I came to the front desk as instructed at I was unable to hear the GM's full message due to being in a loud area int he eater areaI was told the GM would call me the next day and have yet to receive a phone callThis business doesn't care about customer service they have yet to apologize for anything and justifying all actions that are incorrect I will make myself heardThis is no way to treat a customerWhat was explained to me on the phone was not what I have in this message or my email or I wouldn't have been so shocked a the front desk that was my argumentHad the staff been a little bit more emphathetic the situation wouldn't have escalatedI know this is a family owned business so whoever is responding to this email is obviously one of the staff members that I spoke with so I will be getting in contact with [redacted] as well Regards,
When you spoke to the manager on duty you said security came once and you did not call back or speak to anyone after thatYou 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 hereYou 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 thatI 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
Dear [redacted] Please feel free to use these tickets during the season I have made a note in your reservation file accordingly If you have any questions or difficulty when you get to the ticket booth, please have the ticket seller contact me personally If you wish, print a copy of this email and bring it along to the park ticket booth this coming summertickets @ paid in full Res: Sincerely, [redacted] Direct line [redacted] ext:
I do apologize for the confusion but any promotional emails sent do not include specific rooms or pricesWhen you click the link to view any discounts you would need to select your dates as well as your room desiredOnline we do have sections for either our MtOlympus Village rooms or our Hotel Rome roomsIf you are unsure of what the Village locations are we do provide a description for that as well on our siteI have attached the screen shots showing this information as well as our cancellation policy which you have to agree to before you can submit your requestI do see that due to the confusion they are allowing you to use the $to put on a future stayTypically, this fee is nonrefundable but we are trying to work with you and allow this to be used another time
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 snowWe 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 snowThis is something that is completely out of our control
Tell us why here..The only resolution I am getting so far from Mount Olympus is % off next stay or tickets which are priced dollars a piece for all the hassle changing rooms which I would have done again but shouldn't have to change rooms two or three times during my stay once is bad enoughCouldn't use the facilities that were suppose to be included with my stay since tickets to park were being given away for a piece you use to not let anybody in without paying like a seson pass or bucks a ticket that kept the park cleaner and not so crowded now complete chaos too many people for even life guards or staff to watch me being a guest cant even get on anything not a family fun time what so ever I mentioned to kids about % off or free tickets they laughed don't want to go back plus its hour drive for us not evn close to worth all this hassle you have put me through just want a refund
I do apologize for any issues you may have encountered during your stay with MtOlympusI have reviewed your reservation and see that the amount paid on the card was $We did transfer the ticket order to your reservation in the amount of $and issued a $discount (Total stay $367.24)I do see that as soon as we were notified that you would like to move rooms we did accommodate that request right awayThe manager on duty did issue you the $credit for location and room issuesWhat I could do is issue you an additional discount on a future stay with MtOlympusWhen you call to reserve a future stay please ask for the manager on duty and mention this stay to redeem this discount of 20-40% off
[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 meRegarding 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 itThere was no customer service on management part which made the situation worse Regards, Jessie [redacted]
I do apologize for the issues you endured while staying with us as that is obviously not what we want to hear our guests giving feedback withI looked further at the reservation and am doing a full refund for the inconveniences you experiencedThere was a refund already processed in the amount of $The remaining $will be refunded on our end today, typically will take 3-Business Days to see the credit in the account depending on the bank or credit card companyI hope this resolves the matter and next time around can have the enjoyable experience you expected on your prior stay Sincerely, Justin [redacted] MtOlympus 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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] I would like a copy of my reservation as I have asked for it a couple times prior to this complaint and never received one yet! I have other families I can crossreference those reservations with as I do not remember it saying anything about what they stated in their response! Also I would like to know why I get charged bucks for resort fee for parking in front of my room and we never used your wifi and we brought our own towels which that should all be included with our stay! (STAY AND PLAY FOR FREE)? Also why did I get charged like bucks for concession rooms? Regards, [redacted]
I would be more than happy to review the reservation but unfortunately with the information provided I am not showing onePlease provide me with the name on the reservation or the reservation number
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 Queen BedsThe nightly rate has been changed back to the $- Total with taxes and fees being $$has already been applied to ward the reservation and $is the remaining balance due at the time of check-inI hope this resolves the matter and I also sent an updated email confirmation showing the changes made
I do apologize you feel the situation wasn't handled properly and would like the chance to make the matter right for youI will contact you tomorrow when I return to work to come up with a resolution to the situation at hand
I do see all the offers listed In your reservation and each offer still standsIn order to accept an offer, you need to contact us directly at ###-###-####, We have all the information on file and if you had a further agreement with Rich then you should contact him at ext ***Further adjustments cannot be made until you call
[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] ***
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 directlyI 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 concernsI 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 withI look forward to working with you to see that this issue is resolvedsincerely,MtOlympus Resort Management
When MtOlympus does quote for any reservation we offer both the Village and the Hotel Rome pricing optionsThis reservation was made with a request to be near another party who also reserved in the Village locationWe fulfilled this request and placed these rooms near one another and located near to the parksMtOlympus also sent the confirmation re going over the information discussed on the phoneListed below you will see what is included in the confirmation in regards to location Thank you for your deposit in the amount of $ This confirms your reservation atMtOlympus Village,arriving on Friday, 03/25/16, and departing on Sunday, 03/27/Our records indicate that there will be person(s) in your partyThe total cost of your stay, including tax & fees, is $ Your remaining balance of $ is due upon check-in(Only the Credit Card holder is needed for chetime.) Please be aware that you are not at MtOlympus' on site Property (Hotel Rome), if you would be interested in upgrading, please call1-800-800-4997.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(ALL ROOMS AND BUILDINGS ARE NON-SMOKING.) All MtOlympus Village rooms are located in separate resort buildings -- spread over the famous Wisconsin Dells Strip, within minutes of Hotel Rome & MtOlympus Water & Theme ParkThe Villages Main Lobby, including Village Registration, is located inside Hotel Rome Building 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 itMtOlympus does offer Skiing/Tubing/Golfing at Christmas Mountain free of chargeThese passes are weather dependentWe do explain to our customers that the dates of use are tentative and dependent on Christmas Mountain’s hours of operationUnfortunately the skiing/tubing did close due to the unseasonably nice weather and rain but the golf also opened early for guests to useThese passes are still included for each reservation it is only the activity that may change due to weatherI 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 deskShe was asked politely on many occasions to please stop cursing and she refusedEach manager answered each question she had and provided the information needed but the guest continued to ask the same questions over and overWhen she was told to leave the GM a message with her information because he may be back in the office around pm she told us she does not have time for that and she will keep coming back to the deskWe tried to give her the best options but she refused each timeThe GM did call her and left a detailed message which she told one of the managers that she didn’t listen to itAt this time we are not able to give compensation on the 3/25/stayWe provided all of the information about the guests stay but they decided not to review that informationThe 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 forThe 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.] 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 pm it doesn't let us know until we have already order the tickets and when we get the emailThat's not putting all the guidelines up there for the customer to see if I'm paying for the 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 moneyThe was supposed to be returned to me before my 50$ since it was done firstIs this what your company does play with peoples hard working moneyYou 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 alreadyA company's purpose is to keep their customers happy it's all about the customersIf we weren't able to come until pm why did your employees constantly keep changing our keys and have us running around waisting our timeI 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 partI feel deceived, if we wouldn't of complained we would of never gotten our 50$ deposit back this situtaion is very sad Regards, Maria ***
As stated before we have many resort vehicles the only difference with them is the number located on the back bumperAgain, I apologize you felt someone was following you but there is no way for our staff to know which room you belong to just by seeing you unload your vehicleWhen our staff is informed of an maintenance issue they fix the problemIf you didn't want service done on your room we do provide the do not disturb signs for thisIf the customer or the Revdex.com would like to discuss this further they may contact [redacted] at ###-###-#### at ext