Tundra Lodge Resort & Waterpark

[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]

[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]

The WI Revdex.com forwarded a copy of your statement to me regarding your experience with Tundra Lodge in Green Bay. I sincerely want to apologize for the difficulties and trouble your stay has caused and the process regarding the credit back to your financial account. I have...

taken your information and started a review on my end with my staff to further look into the actions regarding this incident, but I have immediately taken steps to refund the $195.45 to your account.  You should see that post in the next 24-48 hours based on the transaction being posted this morning.  I sincerely apologize for the trouble this has caused, and will be addressing this and reviewing this situation accordingly with my leadership team at the Tundra Lodge.  Please accept my apologies for the difficulties you experienced, and please let me know directly if you do not see your credit apply within the next 24-48 hours.   Thank you for bringing this to my attention.   [redacted]Vice PresidentBays Tundra Hospitality CorpBays Northbrook Hospitality Corp865 Lombardi AveGreen Bay WI [email protected]

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.
Has he questioned all his staff that worked that day. WHO MAKES THIS STUFF UP. WHO TAKES THE NAME OF EVERYONE YOU ARE PASSED THRU AT THE DESKThis is unacceptable and negligent on there part. They can say I signed a waiver but the call was made after!!!
Regards,
[redacted]

We did refund her room and tax.

Ms. [redacted] indicates in her information that she was never provided information on the hours of the waterpark.  The information attached shows she was provided the information on two separate dates/times  (10/2 @ 3:55pm and 10/4 @ 1:05pm) via email confirmation (our...

system shows the successful delivery of the email, it would indicate if it was not delivered) which outlines the varied hours of the waterpark.  Additionally, the hours of the waterpark were posted on our website (pic attached) as well as posted at the Front Desk  (sign copy attached).  Pricing also varies by day at the hotel (as does at all hotels) and changes on a regular basis.  The rate (plus tax) for the evenings of Ms. [redacted] stay were also clearly indicated in the email confirmation.  We look forward to the Revdex.com responding to the guest accordingly and closing the file.   Please confirm receipt -  Thanks Ms. Schultz.   [redacted] Vice President Bays Tundra Hospitality CorpBays Northbrook Hospitality Corp 865 Lombardi Ave Green Bay WI [email protected]

I personally spoke to the guest, and addressed his concern. -The guest left behind glasses in his guestroom after his stay at the hotel-The guest alleges he called the hotel and spoke to someone at the Front Desk about the left behind glasses.  He does not have a name or contact person that he spoke to.    -The hotel did have the glasses in its lost and found, and after 30 days disposed of the item  (donated to a local Goodwill group)-The guest never called back after his alleged first call (with no contact info) until after 30 days in which the item was already disposed of-The guest was informed the glasses are not at the hotel-The guest did sign a registration waiver at check-in that clearly identifies the hotel is not responsible for lost items.  This is the information noted on the registration card that was agreed to at check-in via signature Tundra Lodge Resort and Waterpark will not be held liable for any negligence, including doors left open in unoccupied rooms or the loss of unprotected valuables – Safety deposit boxes are available at the Front Desk for safe keeping of your valuables and do not extend the liability of Tundra Lodge Resort and Waterpark.   Tundra Lodge Resort and Waterpark will not be held liable for any losses of any personal effects and limits its liability according to the state of WI.  The guest also does not have any name or contact info for who he alleges he spoke to after check out about the glasses -  additionally the guest did not follow-up with the hotel thereafter within the 30 days before the item was disposed of from lost and found.  The guests next call (after alleged first call) to the hotel was longer than 30 days past.   [redacted]Vice President - Hotel OperationsGeneral ManagerTundra Lodge Resort Waterpark & Conference CenterCrowne Plaza Chicago Northbrook865 Lombardi AveGreen Bay WI [email protected]

[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. I do want you to know that I have attempted to leave a voicemail message with [redacted] and the receptionist at the front desk left me her voicemail on numerous attempts. After a couple of attempts, I no longer left a voicemail message. I did not receive voicemail messages that the manager stated in her response to you.
Regards,
[redacted]

My family stayed at the Tundra Lodge on 4/14/17. During check in I stated I would be paying with a gift card. I was told they needed a credit card on file and that a $30 incidental hold would be placed on my card. When checking out my total bill was $195.45. I paid $150 of the bill with my gift card. I authorized $45.45 to be charged to my card for the remaining balance. After leaving the hotel and checking my bank account I discovered that the Tundra Lodge had placed a $225.00 hold on my card. My family was on an Easter weekend vacation. That ended our vacation due to the hold and no longer being able to access our money until the hold was lifted. I called the Tundra Lodge immediately. I was told they did not know why this had happened and was transferred to a managers voicemail. I called several times and left several messages and never recieved a return call. I emailed them as well, and never recieved an email either. The last time I called on 4/14/17 I was told theirs nothing they could do and to call back on Monday to speak to a manager. I checked my bank account before calling on 4/17/17 and the situation now was worse. The $225 hold was lifted, but now their was a charge of $195.45 to my card. The ONLY time I EVER authorized charges was in the amount of $45.45 to cover the balance. I called the Tundra Lodge and was told their was no manager to speak to. I was put thru to the voicemail once again. I called back again to ask what time or when I could speak to a manager. I was crying and very upset. I was told by the front desk clerk to "shut up and listen!" I have never in my life dealt with such horrible customer service. The Tundra Lodge took my money with out my permission. Never once did I recieve an apology. I still have not recieved any communication back from any one. I still have not gotten my money back. Do not ever go to the Tundra Lodge!

Review: I stayed at the Hotel from the 27th - 29th Sept 2015. An hour after I checked out of the hotel I called them to say I left my sunglasses in the room. They put me on hold and went to the room and got them. They then asked for my information to send them out. Over a month later when I still didn't receive then they said they gave them away to good will and that it was my fault because I didn't give credit card information. I said how an I supposed to know trhat plus I was told not a problem we will get them out to you. After lots of phone calls and emails I was refured and they put the blame on me.

This is the email I received today

"Mr. [redacted],

First and foremost I'd like to apologize for not replying to your email sooner. Reason was I was in contact with my General Manager who had been busy and on the road and I need to go over your Oakley sunglasses case with my GM first.

Unfortunately the hotel will not be able to reimburse you for your lost Oakley Sunglasses. Upon check in, you signed a registration card stating that the hotel will not be held liable for any losses of any personal effects. Furthermore, according to you had assumed that we had shipped you your sunglasses and you waited over 30 days to contact the hotel to inquire why you had not received them in the mail. Reasonable shipping expectations does not take over 30 days to receive. Unfortunately you contacted us too late and we have already donated your sunglasses to Goodwill along with all other lost and found items that were over 30 days old.

I sincerely apologize for the circumstances surrounding your sunglasses. But ultimately the hotel will not be able to reimburse you the $400 you have requested.

Cordially,

Security / Loss Prevention Supervisor

Tundra Lodge Resort Waterpark & Conference Center

I have also sent them in the receiptDesired Settlement: I want my money back. I didn't do anything wrong and this was nothing to with my stay at the Tundra Lodge

I called and they said they had my glasses and would send them to me. I am getting the run around

Business

Response:

I personally spoke to the guest, and addressed his concern. -The guest left behind glasses in his guestroom after his stay at the hotel-The guest alleges he called the hotel and spoke to someone at the Front Desk about the left behind glasses. He does not have a name or contact person that he spoke to. -The hotel did have the glasses in its lost and found, and after 30 days disposed of the item (donated to a local Goodwill group)-The guest never called back after his alleged first call (with no contact info) until after 30 days in which the item was already disposed of-The guest was informed the glasses are not at the hotel-The guest did sign a registration waiver at check-in that clearly identifies the hotel is not responsible for lost items. This is the information noted on the registration card that was agreed to at check-in via signature Tundra Lodge Resort and Waterpark will not be held liable for any negligence, including doors left open in unoccupied rooms or the loss of unprotected valuables – Safety deposit boxes are available at the Front Desk for safe keeping of your valuables and do not extend the liability of Tundra Lodge Resort and Waterpark. Tundra Lodge Resort and Waterpark will not be held liable for any losses of any personal effects and limits its liability according to the state of WI. The guest also does not have any name or contact info for who he alleges he spoke to after check out about the glasses - additionally the guest did not follow-up with the hotel thereafter within the 30 days before the item was disposed of from lost and found. The guests next call (after alleged first call) to the hotel was longer than 30 days past. [redacted] CHAVice President - Hotel OperationsGeneral ManagerTundra Lodge Resort Waterpark & Conference CenterCrowne Plaza Chicago Northbrook865 Lombardi AveGreen Bay WI [email protected]

Consumer

Response:

Review: On 12/31/15 we had booked a room at Tundra lodge. Their check in time is 4pm; we got to the hotel to check in around 3:45pm. When I went to check in they said the room wasn’t ready and wouldn’t be for another 15 min. I understood this since we were about 15 min early. I was told that in 15 min to get back in line to check in. This was New Year’s Eve so the check in line was very long. I did get back in line, and it took 15 min. for it to be my turn again. This time it was 4:05pm when got to the front desk to check in; I was told again that the room wasn’t ready and that it would be in 15 min. and that I needed to get back in line in another 15 min. I explained to her that it takes over 15 min. just to wait to get your turn in line with no reaction from the front desk worker. So I for the 3rd time got back in line. By the time I got to the front desk for the 3rd time it was after 4:30pm and they yet again said the room wasn’t ready and it would be 15 min. I explained to her this is the 3rd time I’ve been told 15 min and the room still isn’t ready, she said nothing. I asked then can we get some kind of room discount since it’s not ready and the worker said no. I then asked to speak with the manager. After another 10 min a woman finally walked over and said she would give up a $60 discount (but the room was still not ready) I satisfied with getting a discount if we only had to wait another 15 min. They reassured me it would only be another 15 min. I asked that instead of getting in line (it was twice as long buy this time) for the 4th time can they please just let us know when the room was ready (we sat couches in front of the front desk) they said yes. 15 minutes came and went, when it came to 30 min of waiting my husband then went to the front desk and asked what was going on. He was offered another $60 off the room because it was still not ready and they now did not know what time it would be. We again sat and waited on the couches, and waited and waited. Finally after almost 2 hours past Tundra’s check out time the manager (a male) walked over handed us the room key card and walked away without saying a word. We had 4 kids with us so after getting everyone together we finally got headed to the room but had no idea what direction to go in since the man that gave us the room key cards just waked away and by this time the lobby and front desk was packed with people and we could not get anyone attention to ask. We just split up in opposite directions till one of the groups s found the room. We were so relieved once we all finally go into our room. After we settled in we all decided to change into out bathing suits and head to the pool. I was changing in a little area off to the side of the living area while other were in the bedroom & bathroom changing. Just as I was half naked a heard a sound at the room door and then it all of the sudden opened. There I was half naked in front of an unknown male who was also given the same room as we were so he had a working key card. He quickly apologized and shut the door. I was in total shock and humiliated that another male guest had just seem me half naked. 10 min later our room phone rang and it was a woman apologizing for giving another quest the same room. I just hung up because I was still in complete shock over it. I didn’t want to ruin our night anymore so I decided I would just deal with the issue the next day.

We did their express check in the morning out so we didn’t have to deal with the front desk. I notice on our bill that we were not given any kind of discount. We had an appointment to get to so decided to just call one we got home. When I called I asked to speak with a manager and they put a male on the phone who would not give me his name. I went into the details of our stay and he at 1st acted like he did not know anything out it. After more detail he finally said remembered and said I was the “woman who yelled at him in front of other quest and made a huge scene” I didn’t even talk to him? He said he didn’t know anything about a discount and did not believe me that another quest also walked in our room. I even told him the front desk called to apologize, but he still did not believe me.

I asked to speak with his manager, he 1st tried to day he didn’t have one, then after I questioned him on how he doesn’t report to anyone? He finally agreed to transfer my call “to him”. I do not know where he sent my call to but it went right to a voice mail that did not give a name. I left a message explaining the situation and said at this point I just wanted a refund and to never have to deal with them any further and to please call me back. A few days went by and no call back. So I called Tundra again and asked to get sent to the manager’s manager and was again sent to voice mail where I again left a message. I did this 2 more times and I have still yet to receive a refund or even a call back. All I want is a refund; I do not ever plan to stay at Tundra Lodge ever again after the way I was treated.Desired Settlement: I would like a refund of $364.95 for the cost of the room

Business

Response:

Ms. [redacted] and her stay on 12/31/15. Please convey my apologies to Ms. [redacted] for what appears to be a very difficult stay. I apologize for the difficulties she encountered, and I am currently in the process of researching the concerns noted in her letter. I will refund the credit card we have on file for Ms. [redacted] in the amount of her stay of $364.95. I did research the billing, and contrary to her comment, she was given a discount off of her original room rate - it is reflected in our system. A discount at time of check out was applied as discussed, but as a result of her difficult stay I have gone ahead and refunded the balance. I do hope Ms. [redacted] will give Tundra Lodge a second chance at a future date and time, and allow us to make up for the less than acceptable stay she encountered on New Years Eve. Her credit should post to the card on file within the next 24-48 hours. Thank you [redacted] CHAVice President - Hotel OperationsGeneral ManagerTundra Lodge Resort Waterpark & Conference CenterCrowne Plaza Chicago Northbrook865 Lombardi AveGreen Bay WI [email protected]

Review: I recently stayed at the Tundra Lodge, located in Green Bay, Wisconsin. I have been there numerous times with family and friends and never had an issue until I went there on Saturday, April 4th, to spend Easter weekend with my family. We stayed in Room 279 and I thought the experience would be wonderful and I was very much mistaken.When we checked into our room, almost immediately, we smelled something quite terrible. My daughter then came into the room I was and asked me what was on the blanket she was laying on. Needless to say after I smelled it, I knew right away that it was a bowel movement from the previous guest. The room was not even cleaned properly for the next hotel guest to stay in it. The whole room my children were staying in smelled like a bowel movement exploded in there. We called Guest Services immediately and asked for both beds on the bunk to be changed. Housekeeping did come up and change the bunk beds and then we found a stain on my bed that I was going to be sleeping in, so then that bed had to be changed as well.The Head of Housekeeping- [redacted], did come up to apologize, but that does not help the fact about how terrible and poor the first level of service was at your establishment. The housekeeper who did take care of the room never apologized, never said anything, everything was left to the Head of Housekeeping to take care of. There needs to be something done so this does not happen to another hotel guest who is staying at your establishment.I do not know if I will be coming back to your establishment after the terrible experience that we received while there. The room was horrendous and I hope no other hotel guest ever has to encounter what we did during our stay. I paid quite a bit of money to stay in that room and it did not match up to my expectation of what a room of $190 a night should be.Desired Settlement: I contacted Tundra Lodge via a letter (which I posted above in complaint description) and I also left a voicemail message and I never heard back from Tundra Lodge regarding the terrible experience we had at their establishment

Business

Response:

The Tundra Lodge is in receipt of the letter from Ms. [redacted] regarding her recent stay at the lodge. Our manager of guest services, [redacted], has reached out on numerous occasions (most recently this past Thursday April 23, 2015) to discuss the stay with Ms. [redacted] (using the phone # we have on file from her stay) and has left numerous messages with no response. Unable to reach the guest to discuss the stay, we did however refund the charges of the stay to the credit card we had on file. The Tundra Lodge works hard to ensure all our guests have an enjoyable and memorable stay and appreciate the feedback our guests provide. As mentioned, we have refunded the costs of Ms. [redacted]s stay to the credit card on file – she should see the credit post in the next 48-72 hours. [redacted] CHAVice President - Hotel OperationsBays Hospitality865 Lombardi AveGreen Bay WI [email protected]

Consumer

Response:

[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.]

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 do want you to know that I have attempted to leave a voicemail message with [redacted] and the receptionist at the front desk left me her voicemail on numerous attempts. After a couple of attempts, I no longer left a voicemail message. I did not receive voicemail messages that the manager stated in her response to you.

Regards,

Business

Response:

We did refund her room and tax.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: In May 2014, I made reservations for three rooms at the Tundra Lodge in Greenbay, WI for 28 August arrival for one night. My sister who would be staying in one of the rooms advised on 8-1-2014 that this hotel has had problems with bedbugs (bedbugregistry.com). I checked the bedbug registry and found that there were a number of people that reported that they got bedbugs when they stayed there. Last infestation reported on the registry was on 1 July 2014. There were also two employees of the tundra lodge who reported bedbug and cleanliness issues. The first was on 5-15-2012. The employee expressed concerns about bedbugs and was told by supervisors in charge to "just vacuum as many of the bugs as possible" and then this employees family stayed there at a later date and got bedbugs and had to pay $5,000.00 to exterminate their home. The other employee advised on 10-25-2010. that there were at least three rooms with bedbugs and the "housekeeping in general is lacking."There were also complaints from people who stayed there saying they they had bites on the following dates (9-7-2010, dec 2010, 6-25-2011, 10-9-2011, 9-30-2013, 2-12-2014, 7-1-2014. Due health & safety reasons, I called to cancel on 8-2-2014. I said we were looking forward to staying there but could not take the chance of getting bedbugs. I understood there would be a $25.00 processing fee to cancel the room but asked them to wave this fee due to health and safety reasons. They advised that they would not wave the fee. This is a bad business practice and my decision to cancel was based on health and safety reasons. My family was so excited to stay there but we all agreed we were at risk of getting bedbugs due to their history at this hotel. Wish I would have known about the bedbug registry before I made reservations at the Tundra and would have not made reservations if I knew their history.Desired Settlement: I would like the Tundra to wave the $25.00 cancelation fee. This is not a normal cancelation due to not being able to make the trip to stay at this hotel, it is specifically for health and safety reasons. I can't put myself or my family at risk of getting bedbugs. We had to make reservations at another hotel which does not have a history of bedbugs.

Business

Response:

I am in receipt of your letter dated 8/4/14 for Ms. [redacted] regarding the refund of her cancellation fees.

Please be advised that cancellation fees were not assessed. The three reservations referenced were cancelled and all charges were reversed in full.

If there are further questions, please advise – but after review of the accounting on the three reservations all charges have been reversed in full.

I will consider this case closed, unless I hear anything further. Please let Ms. [redacted] know that should the full credits not be showing on her end, to advise and we will investigate further.

Thank You

[redacted] CHA

Vice President - Hotel Operations

General Manager

Tundra Lodge Resort Waterpark & Conference Center

Crowne Plaza Chicago Northbrook

865 Lombardi Ave

Green Bay, WI 54304

Consumer

Response:

[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.]

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 contacted my credit card company on 14 August 2014 and verified the three hotel room charges from 5 May 2014 were fully credited and they also verified there was no $25.00 processing fee charged to my account.

Regards,

Review: I received a gift card several years ago in the amount of $180.00. For health reasons, was unable to use it until now. When I called to check on the card, was told it was no longer valid because they have new owners. Also, there was never an expiration date on the card.Desired Settlement: I would like a new card issued, or be able to use my own. I don't see how they can take money and not allow a person to use the service. That is stealing, no matter how you look at it.

Business

Response:

We are in receipt of the letter sent on case # [redacted] for the Tundra Lodge (Ms. [redacted].

For us to look into any records regarding that gift card we will need some additional information

Date purchased, Gift Card #, and who purchased the card (was it purchased by Ms. [redacted] or given as a gift).

Once that information is available, I can research the items noted in the case and on the letter, and respond accordingly.

Thank You

General Manager

Consumer

Response:

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,

Business

Response:

I truly appreciate you reaching out on your gift card - I do remember speaking to your husband.

As I mentioned to him, we did research the card # you have referenced and the card was purchased on 11/7/2006.

At the time of purchase our expiration policy (which was 1 year from date of issue) would have been explained, and it would also have been printed on the receipt for the person that purchased the gift card. According to policy, the card would have expired and been inactive as of 11/7/2007 - we actually extended that period until 2009 when the card was expired due to inactivity. You mentioned in your comments below that your card was a gift, so I apologize if the person purchasing your gift card did not pass along the expiration information.

Tundra Lodge, like many other companies has a gift card program that does have an expiration date for its gift cards (a policy established by individual business) – and the gift card you reference is almost 8 years old and has expired. I apologize, but that gift card is no longer valid, and that was communicated at the point of purchase with whomever may have purchased that card to give as a gift to you.

That was also explained to your husband on his call.

cc: [redacted]

General Manager