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Wilderness Hotel & Golf Resort

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Reviews Wilderness Hotel & Golf Resort

Wilderness Hotel & Golf Resort Reviews (4)

Review: My 19 year old daughter reserved a room for 4 with her credit card for her and 3 friends to stay overnight at The Wilderness. All took time off work so they could enjoy their vacation they had planned. Once they arrived at the hotel, they were denied a room. The Guest Service representative asked to see all their ID's. One friend was 17, so they were told according to Wisconsin Law it is required that a minor be accompanied by their parent. My daughter called me distraught because the Guest Service representative would not let her speak to a manager. I asked to talk to the representative, but was denied because in the representatives words, we are not allowed to have cell phones passed over the counter. My daughter was also concerned she would be charged for the room due to cancelling the reservation which the representative said would happen. I contacted the manager, [redacted] over the phone and asked him to explain to me how my adult daughter and friends could be turned away.He reiterated that it was Wisconsin Law that minors need to be supervised by a parent. I told him I had not heard of such laws and if a minor is in the presence of an adult they are being supervised. He informed me that they (the Wilderness Resort)can tell when guests come in if they(the guests) will be responsible or not. I told him that was quite a feat and sounded like an unjust assessment of young adults they had never seen before. All are students with jobs working their way through school, driving their own cars, and have credit scores allowing them to obtain credit cards in their names. He said the resort does not want minors running around unsupervised causing disturbances to their other guests. I informed him I still didn't understand his reasoning. [redacted] said this is the policy of The Wilderness Resort and he is standing by this decision. My hope is the decision was not swayed by the race of her 2 friends as well. My daughter and her friends found another resort down the street to stay at without incident

Product_Or_Service: room reservationDesired Settlement: Desired Settlement ID: Refund

Of my daughters reservation if charged and not refunded

Business

Response:

Dear Ms. Demeneghi,

Thank you for your concerns regarding your daughter Tatiana’s reservation.

In the State of Wisconsin you must be 18 years of age to rent a room at any hotel. Everyone in your party must be of the same legal age if there is not a parent and/or guardian present.

When friends travel together and someone in the party is not of legal age, the other persons in the party can’t be the appointed legal guardian just by the minor saying they are the guardian. In our resort this law is followed to ensure the safety of each of our guests. In addition to this, in the event the minor is in need of medical attention from an accident or medical condition, there would be no one able to give legal authorization for any medical care.

While we understand your daughter stated they were not allowed to speak with a Manager, there was indeed a conversation between management, your daughter and the minor in question prior to you contacting our Guest Services Manager.

We do stand behind the decision made as we have a legal obligation to abide by this state law for every rental.

Our Guest Services Manager did indeed refund the full amount to the card on file for a total of $149.99 This refund was processed as soon as Tatiana was informed they would not be able to check in to our resort on Tuesday, March 11, 2014). Depending on your Financial Institution, the refund should show on the card within 5-7 business days.

Thank you for your comments.

Review: I would like to express my frustration and disappointment with my stay at the Wilderness in Wisconsin Dells from Thursday Feb 6 until Sunday Feb 9. Let's start off with check in. When we arrived at the Glacier Canyon we waited in line for about 10 to 15 mins with only one person working the check in desk. When it was our turn to check in we wanted to see about changing our reservation from a double queen to a three bedroom condo. Our original reservation was for Thursday 2/6 double queen and Friday and Saturday 3 bedroom. From the start [redacted] at Glacier Canyon guest services was unpleasant, couldn't even greet us with as much as a smile or hello. She gave us the cost to change the room, and we asked a few basic questions, if our room would remain the same room they already have reserved for us, if the birthday door banner would be affected (that question couldn't confirm) how hard would it have been for her to contact special events? At that point she had a line behind us so I said why don't you help these guests, and we will talk about it and let you know. She then gave me a pen and paper and said call the 800 number for reservations because they can give us a discount, we said great thank you, and went to call.We contacted reservations 800 number and they gave us the same price, ok no problem so we got back in line. We told [redacted] that we would like to change to the 3 bed rm, she messed with the computer and said I will be right back. Another 10 mins at least went by she eventually came back ( another guest even asked if anyone was working this desk), every Wilderness employee we asked to call someone to guest services couldn't help. So we waited, when she returned I asked what the problem was, she said she had to wait for reservations to release it. I then said, you could have came back to let us know what the issue was and that it would take a minute or two. She then looked at me VERY snotty and said I am trying to change YOUR reservation that you wanted me to change ( I never knew it was a problem to want to change a reservation that would mean more money for the resort?) I then asked for a supervisor([redacted]) she was no better. She came out and couldn't even as much as look at me and I explained how her employee was treating us, a guest that stays at the Wilderness at least 3 or more times a year and that is dropping $1100 on my 3 night stay! She was more concerned about her computer and basically gave me a lame "sorry" and looked at the other guested and said "can I help you" completely ignored me and moved on, while [redacted] was standing there laughing at us. I had no idea at that point who was helping me [redacted] the supervisor or [redacted]? By this time we have been at this guest service desk for about an hour now. What a great way to start off our stay for my daughters 8th birthday!Since we got no help there we then went and spoke with another guest service supervisor at the New Frontier lobby his name was Josh. He was horrible he told us that there was nothing he could do for us and since we went behind guest service's back and called the 800 reservations number it was our fault. WHAT! I said [redacted] told us to call that number. He gave me his business card and walked away saying "have a nice day". Are you kidding this is how you treat your guests!We'll it doesn't stop there, we had to have housekeeping bring us a vacuum ( which didn't work), a telephone ( because it didn't work), and pots and pans because there was only one pan in the cabinet. The worst is yet to come, the shower clogged up so we took the plunger to it. The plunger we used had human feces on it! This is awful! It stunk up the entire room we had to call maintenance, when the maintenance person arrived he was disgusted and said he has never seen this. We then had to leave the room because it was awful (don't believe me? I have pictures).I have to say the best experience we had was walking thru the hallway and having housekeeping greet us with a smile and hello. Or the lady working in Polka Dot Pots, or [redacted] at guest services who checked us out (and who I remember from our last stay because she was such a pleasure) and explained everything and made it a breeze to check out.Desired Settlement: I would like to request some type of refund/compensation from the resort. I am completely disgusted with the way we were treated and what occurred in our room! I can't even express my frustration, especially because we had another family with us. A family that I always talked to about how nice the Wilderness is, or was.

Business

Response:

To Whom It May Concern:

Review: To whom it may concern:First off I dont even know where to start with what happened here tonight on your property at the wilderness hotel. My family and I checked into your hotel on Thursday March 13th and were booked thru till Sunday March 16th. This was our first stay and this will be my last stay after what has happened. Upon our arrival the room was not completely cleaned, it was not vacuumed and we had to call and ask for that to happen, no big deal but as the stay went on it ended on Saturday night with your manager [redacted] and security manager [redacted] telling me if I didnt like it here I could pack up my family at 7:45 and leave, leave to make a drive home over three hours with three small children because she and he refused to hear what happened and tried to tell me that the situation was taken care of.Tonight around 7:00 pm my family and I had been out at the parks all day, we decided after our dinner at survivors that we would end our night around 9:00 pm in Klondike Cavern, that ended around 7:25 because in the hot tub there was a group of people out there drinking, flipping people off, a girl pulled her top off and was showing her breasts and making out with another girl, the security manager claims they got rid of them from the property but its now 8:39 and Im looking at them outside my window still in the hot tub, yet they told me I could pack up my children and leave.After the making out episode we went back to let the kids play for a few more minutes but had to leave the pool all together because there was another woman humping a chair two feet away from my daughters, so we packed up and left. I decided once I got to my room to call and say something and I did and that person put me on the phone with [redacted] who was the rudest, most inconsiderate and insulting person Ive ever met. I started off telling her what happened and right away you can tell her in tone of her voice she was annoyed with me, I didnt ask for anything in fact I was insulted when she said she would not compensate me for what happened thats not what customer service is all about, after a few more minutes on the phone she hung up on me and I went down to the front desk, she refused to come speak to me instead she sent [redacted] who says he was the highest security manager in the entire property and that if I didnt like it I could pack my family up and leave, he said its not the resorts fault of how people behave and I understand that, but what I dont expect to see is girls kissing each other and pulling off their tops basically making a soft porn in the hot tub and pool area, my guess is both [redacted] and [redacted] realize there is more people upset and left and will not return because of this so they dont want anyone to know but this does not end here.I called back to speak to [redacted] and the insults just got worse, she insulted me by saying she finds it hard to believe that I paid my credit card from two days ago because I said I am going to dispute the charges if there is no one else in the entire company I can speak too besides her, she insults me by saying Im going to commit fraud for saying I wont pay the charges, then she goes on to say that if I were to go into Walmart and someone flashed me with their boobs would I expect Walmart to pay for my groceries? She went on to say if I were to go into Tiffanys would I expect a free diamond bracelet if someone were to flash me? Seriously the suggestions here are beyond insulting and I understand that people get drunk, act stupid, etc. but I dont expect to hear how this is a family, friendly place and how you dont want my stay to be cut short but in reality it was cut short, the pool by our room is the one thats open till 10pm, we have been out of our room and on the go since the rubber duck race in the lazy river this morning at 8:30am.My point of this e-mail is to say I would love to speak to someone else other than [redacted] or [redacted] because the problem was not taken care of, the halls are filled with screaming kids running up and down the halls, the hot tub is still full of people the same people that were drunk and naked and your staffs suggestion to me and my family and the other family were with that has two smaller children than mine even is to leave? Please tell me where in any guest services handbook is that the right thing to do? Does this company have no care for their customer service rating? I dont understand how Im the customer spending over a thousand dollars here this weekend and your employees suggestions are to pack up and leave with a total of five small children? Please someone contact me as soon as possible because I doubt my family and the other family we traveled with will be back, I understand things happen, I understand people do things but the way [redacted] handled things and talked to me and insulted me and just kept on going that way is beyond worse than anyway Ive ever been spoken too and I find it hard to believe a company of this magnitude has customer service this horrible where they talk to people like dirt and they try to intimidate people. Ive never been treated this way my entire life.Regards,[redacted]Desired Settlement: At this point I would like a full refund for my room stay. I'll pay for my meals and incidentals but I don't feel that I should have to pay to be insulted, disrespected and treated like trash by someone who says they are the highest manager in the entire company and that no-one else will or can do anything to help me and that she will be here when I check out and there is no-one else I can speak to besides her, if I knew that was the case I would have never stayed here if I knew that the customer service was his horrible.

Business

Response:

Good Afternoon,

I spoke with Mr. & Mrs. [redacted] at 9:30am this morning (March 17, 2014) regarding their concerns as I had received an email from them regarding their stay this past weekend. I extended to them to contact me directly should they want to return to the resort. It is my understanding they will contact me prior to planning their next stay this June 2014.

Please advise if there is anything additional needing my immediate attention.

Sincerely,

Wilderness Resorts

Review: I stayed at the resort 9/27/13. The hotel room had two queen beds and a pull out sofa sleeper. I had my 16yr daughter with along with her two friends. I pulled open the sofa and the sheets were dirty. I looked and the pillows had makeup as well. I called the front desk and they said they would send someone to change the bedding. Two Hispanic workers came and when the older of the two picked up the dirty pad of the mattress much to my surprise there were bugs on the mattress along with what looked like mouse excrement or bug excrement. I have pictures and it most definitely was not poppy seeds that the Wilderness has claimed it to be. The older man picked up one of the bugs and he was standing next to me hovering over the mattress and we examined it on his finger together. It had legs and a head. I was shocked and he said, "Oh no, oh no, oh no." He simply turned around with it in his hand and walked out and shut the door. I called the front desk again and she said the man was in route with the bug and she was going to examine and observe the bug overnight. That didn't sit well with me. Bugs in a bed are bugs in a bed! She said she had to determine if it was an indoor or outdoor bug and would let me know in the morning the determination. We could change rooms but understood by the late hour if we stayed. We were tired and I stayed in the queen bed. In the morning I did not receive a call and called the front desk and was told we had to vacate and the bug investigation team would look into the room and I would get a decision now later in the day. Later that day I received a call that the conclusion was that they have good news no bugs were found - end of story. Where the bug disappeared that the man brought - I don't know? I have stayed with my family and extended family for more than a decade. Every year we stay for several nights. NOT ONCE have I tried to get out of paying for a rooms payment. We never had a problem with the resort until this visit. Manager admitted to a bug problem in resort.Desired Settlement: Never have I been spoken to so rudely by the Wilderness representatives. They have offered absolutely nothing and I have pictures of a child with a bug bite - a disgusting mattress and the night manager told me the man was in route with the bug and the next morning it was a "misunderstanding" He had a POPPY SEED! We have done family reunions at this place - spent thousands! We googled and were shocked to find the bug infestation problem the Wilderness has - address my issue Wilderness - Refund

Consumer

Response:

[redacted]

Thank you for contacting me - I wasnt even sure my complaint made it though to you. I tried on the site to put the Wilderness Hotel and Golf Resort and was not able to input that information to where it would save. You are correct that it should be the hotel. Below is all the information that I tried to enter in on the hotel.

Thank you and have a good day.

Wilderness Hotel Contact Information

Wilderness Hotel

511 East Adams Street

P.O. Box 830

Wisconsin Dells, WI 53965

Business

Response:

Ms. [redacted]

Our staff works hard to provide every family with a fin-filled, action packed Wild Adventure at our resorts. We recognize the importance of your comments and hold ourselves to very high standards when it comes to overall customer satisfaction and guest service.

Your account of the incident does not include all the details of the event. With that being said, I am well aware of the comments made on several social media outlets, and at this point we will have to agree to disagree. We will, this one time only, refund the room rate, tax and fees to the card on file.

Sincerely,

Director

Wilderness Resorts

Business

Response:

[redacted]

A check will be routed to your address within 7-10 business days.

Sincerely,

Director

Wilderness Territories

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.

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