Complaints

This profile includes complaints for Mt. Olympus Water & Theme Park Resort's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mt. Olympus Water & Theme Park Resort

  PO Box 267 Wisc Dells, WI 53965-0267

• 

  Mt. Olympus Water & Theme Park Resort

  611 Wisconsin Dells Pkwy Wisc Dells, WI 53965-9726

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at Mt. Olympus Resort in ********* Dells with my family from May 30 to June 1, 2025. While the water park itself was enjoyable, the customer service experience has been extremely disappointingparticularly regarding a lost wallet that has yet to be returned.After checking out and and on the way back to ********, we realized my husband had accidentally left his wallet in the room. We immediately called the resort to report this. We informed them that we witnessed the housekeeper enter the room just seconds after we left, but instead of confirming whether or not the wallet was found, we were told to complete a generic Lost and Found form online. No direct assistance was provided, and no one could give us a clear answer.The wallet contained a significant amount of money, and we are certain it was left in the room. It is highly concerning that there is no accountability or follow-up protocol for valuable items left behindespecially something as important as a wallet which contained his Government issued identification card. It seems common sense that if a housekeeper finds something of value, it should be documented immediately and turned in, especially at a resort that services many out-of-state guests.Given the circumstances and the lack of resolution or follow-up, I have reason to believe the wallet may have been taken by the staff. Ive attempted to voice my concerns directly to Mt. Olympus, but my complaints have been ignored or dismissed.I am requesting a full reimbursement for the cost of our hotel stay due to the resorts failure to assist in the recovery of the wallet, their lack of accountability, and poor customer service in handling such a serious matter.I urge Mt. Olympus to review its policies regarding lost items, implement proper tracking procedures, and ensure staff accountability. I am also asking the Better Business Bureau to assist in facilitating a resolution.

  Business Response

  Date: 06/09/2025

  Hello Andreas,

  After reviewing our records it appears that no wallet was turned in to our lost and found department as you have stated in your complaint. Additionally, there is no evidence to support your claim that housekeeping took or stole the wallet. Mt. Olympus does not accept responsibilty for lost or stolen items, as we offer safeguards such as lockers and safety deposit boxes to help guests secure valuables. At this time no refund for your reservation will be offered. Should your wallet be located at the resort it will be cataloged and shipped to you per our policy. We appreciate your understanding in this matter. 

  Regards,

  Mt. Olympus Resorts 

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a very dirty room. I called manager. I called everybody that I could possibly call. They wouldnt give me my money back. The room was absolutely disgusting. I want my money back.

  Business Response

  Date: 03/13/2025

  Hello ******,

  Our housekeeping management team has been made aware of your concerns regarding your room. Upon inspection, it was found that the refrigerator was in working order. This can be observed in your picture, as the ice cream is in the refrigeration area and not the freezer. Additionally, while there was damage to a corner of the room near the baseboard, it appeared recent and would not have passed a housekeeping inspection between occupants. We have a 24-hour maintenance staff capable of patching and painting drywall for this reason. That being said, the resort has elected not to bill you for damages at this time. Lastly, it was determined that, in direct contradiction to your claims, the room was not covered in hair or excessively dirty beyond what is expected after guest check-out. In the future, we encourage you to express any concerns upon arrival, allowing us the opportunity to offer compensation or rectify the issue. That being said, the resort is still willing to honor our offer of park passes for future use as a gesture of good faith. A refund has not been deemed appropriate; therefore, no refund will be issued. We have determined that the compensation offered is sufficient and consider this matter closed.

   

  Best Regards,

  Mt. Olympus Resort Management. 

   

  Customer Answer

  Date: 03/13/2025

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  Date:03/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today while at the indoor water park, after seeing a kid fight in yhe pool and some of the kids getting their mom's, I noticed said moms had cornered a young bot about 10 years old and wetr yelling at him, this was not a child of theirs but from the kid fight a fee minutes earlier. After asking staff to intervene, to which they refused, 8 stepped in for the young child who didn't have a parent to defend himself from these 4 women from yelling at him. I then had tequila thrown in my eyes and while blinded was punched in the face by one of the women. Asked staff to again intervene and nothing was done again. This is unacceptable.

  Business Response

  Date: 03/03/2025

  Hello *******,

  Thank you for reaching out to us. We take situations like this very seriously and will be looking into the issue for you. Please reach out to us so we can direct you to our Safety Director for further communication.

  You can call us at ************ and provide your reservation number *******, so we can transfer your call accordingly.

  We appreciate your patience and look forward to assisting you.

  Best regards,
  Mt. Olympus Resort

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, 10/18 we checked into Mt. Olympus for two nights, assigned Room ***** in Building 25. On our second night (10/19), at 9pm, water began pouring out of our ceiling through the smoke alarm opening, which then activated the smoke alarm. I immediately called the front desk. It took 3 attempts to reach somebody who assured me they would send somebody from maintenance. After removing our belongings from the room to the hall, we waited ********************************************************************************** the hall with water pouring down in my room and now outside the room in the hallway. I also let them know the smoke detector was going off and other guests were becoming concerned. After 30 minutes of the alarm sounding, another guest entered my room and removed the alarm, stating he had children trying to sleep. After almost 45 minutes, someone finally arrived and identified the water issue. I was directed back to the main desk to check into a different room. I have since tried to call and talk with someone on 3 different occasions regarding this experience and was told to talk with someone at the front desk. I have not yet found someone who can help me with this. My kids were kept up until midnight with the long wait, the re-packing, and the process of checking into a new room. My daughter was also very upset by the alarms that continued to sound without response. Maintenance also suggested he could clean up the mess so we could stay, despite there being no smoke alarm in the room at that point. This really impacted our next day's plans and I was hoping for some follow-up from management after this experience. My family has been using Mt. Olympus for annual vacations for over 15 years.

  Business Response

  Date: 02/01/2025

  Hello Mj,

  Thank you for reaching out to us regarding your recent stay from October 1820, 2024. We sincerely apologize for the inconvenience you experienced due to the water leak and the delay in assistance. We understand how frustrating this must have been, especially with your familys long-standing visits to Mt. Olympus.

  Upon reviewing your reservation, we see that you were relocated from a ************** to a Two Queen Room with a Bunk Bed as a courtesy for the inconvenience. As a gesture of goodwill, we would like to offer you complimentary tickets to the park, which can be used during the summer season when the outdoor attractions are open or during the off-season.

  Additionally, we would like to extend a 20% discount on a future stay at our Main Resort, Hotel Rome, which is directly connected to the parks for added convenience. To redeem this discount, please reference your past reservation number ******* when booking, and we will ensure the 20% discount is applied

  We truly value your loyalty over the past 15 years and hope to provide you with a much-improved experience in the future. Please let us know if we can assist further.

  Kind Regards,
  Mt. Olympus Resort

  Customer Answer

  Date: 02/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The offer includes complimentary tickets to the park. Those are already included with each stay, as evident by the lack of a method to redeem them in the offer. Additionally, the 20% discount for a stay at a more expensive room does not help me resolve this issue. I believe the lack of response for almost four months and the level of disruption this caused for not only that evening, but the following day was not addressed. I agree that a new room was provided, but it took 3 hours of sitting in a hallway, loading and unloading my car, and traveling across town to gain a room key for the new room. The new building was out of necessity due to no vacancies in the building we had been in. I have enjoyed many visits to this location and am disappointed in this response. 
  
  Regards,
  ** *******

  Business Response

  Date: 02/03/2025

  Hello Mj,

  We truly appreciate your loyalty to Mt. Olympus and sincerely apologize for the inconvenience you encountered during your stay. We understand how frustrating the situation must have been, and we regret any disruption it caused to your plans.

  As a token of our appreciation and to make things right, we would like to offer you a complimentary night in the same room style. To redeem this offer, please contact us directly and provide your reservation number *******, and we will be happy to assist you.

  Thank you for giving us the opportunity to make this right. We hope to welcome you back for a much smoother and enjoyable stay.

  Kind Regards,
  Mt. Olympus Resort

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our stay at Mt. Olympus was terrible and disgusting. We left before our stay was over. The rooms were not clean upon arrival, the pools were not clean, no one cleaned anything. The air unit did not work, the phone did not work correct. They wouldn't even come clean our room. They told us they'd bring us a broom and we could clean it. They barely offered us a refund for the 2 nights we weren't going to stay anymore and then said we had to leave right away. When asked to speak to the manager they never called back. Then when speaking to TWO managers they finally said they'd give us a 2 day refund. When returning our stuff they tried to give us a credit. This needs to be investigated. It's unsanitary, unsafe. No staff is cleaning, no staff is helpful, and they do not even assist in keeping the environment family friendly. This place hasn't been cleaned in a decade or more. There's no theme park. It's false advertising. I want a full refund and this to be looked into. No child should be in this disgusting place. When my 3 year old peed, they weren't going to clean the room or beds? Mattresses disgusting. This is a lot of money for some families and they didn't even meet me less than half way to resolve anything.

  Business Response

  Date: 12/31/2024

  Hello *****,
  Thank you for bringing your concerns to our attention. We deeply regret to hear about the challenges you faced during your stay, as this is far from the experience we strive to provide to our guests.
  To assist you further and address your concerns, could you please provide your reservation details, including the reservation number and the dates of your stay? This will help us investigate the matter thoroughly and work towards a resolution.
  We sincerely apologize for the issues you encountered and appreciate your patience as we look into this.
  Kind Regards,
  Mt. Olympus Resort

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a room for August 3rd 2024. Upon arriving at the check in at around 9pm I was told Mt Olympus had a computer glitch and myself and several others would have to find other accommodations. It was explicity stated I would receive a refund the following day or when they're computers came back online. The following day I received a text message saying my room was ready... a short time later I was given a checkout confirmation. I did NOT stay at any Mt Olympus hotel as I was unable to so I called immediately. After several phone calls and time on the phone I was offered a credit. We were leaving that night and did not want a credit.. just wanted my money returned. They tried to wear me down with the credit offer but I insisted I needed a refund.Finally they agreed to refund the full ********* of today I still have not received a refund. The bank states the refund has never come through... Mt Olympus says it was issued. On August 12 and 21 I received emails from Mt Olympus that my card could not be charged. They went to my spam folder and I did not see them until investigating where my refund went. I have talked to Mt Olympus 3 times between yesterday and today and they say there's nothing I can do and I need to talk to "Victoria" who must have very short work hours because she's never available. I have spent at least 2 hours on the phone trying to resolve this (I'm sure more than that) and I am sick of arguing with them about it. I paid for a room... a service.. and that room was NOT provided AT ALL. It caused a lot of issues for my family that night. For what it's worth I ended up spending $150+ more getting into their park the following day August 4th.(Via ******* ******* debit card) because we did not have passes from the hotel (because we did not stay there).I would like a full refund as we were denied a room and charged the full amount. It should not have went this far to get it

  Business Response

  Date: 12/17/2024

  Dear ******,
  
  Thank you for bringing this matter to our attention, and I sincerely apologize for the inconvenience and frustration you have experienced. We understand how upsetting this situation must be for you and your family, and we deeply regret that it has escalated to this point.
  
  We have reviewed your concerns and want to assure you that we are taking them seriously. As of now, we will escalate this issue to our accounting department once again to confirm the status of your refund and investigate any discrepancies. We understand the urgency of resolving this matter and will prioritize it to ensure a swift resolution.
  
  We apologize for the communication challenges youve faced while trying to address this issue. We also regret the impact this situation had on your plans and the additional expenses you incurred. Please be assured that we are committed to resolving this matter fairly and will provide you with updates as soon as we have additional information.
  
  Thank you for your patience and for allowing us the opportunity to make this right. If you have any further questions or additional information to provide, please dont hesitate to reach out to us directly.
  
  Kind regards,
  
  **** Q
  Customer Service Manager
  Mt. *********************************************

  Customer Answer

  Date: 12/20/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  Date:11/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While at Mt olympus water park my 2 sons were approached by two staff members after coming off of the water slide. Staff stated they came out of the tube and that is not allowed and they needed to leave the park. My sons said we won't let it happen again as this was their first time being told and we're confused why they were being immediately kicked out. The staff member ******* ******* got one inch from my sons face yelling at them that they were warned. My son tried to explain they have not been warned as this was the first time the staff member then grabbed my sons shorts pulling on them stating this is the color shorts I seen repeatedly pulling on his shorts. We were not giving the staff a hard time to leave but do feel it was handled unprofessional and also a warning could have been giving before kicking them out. Staff members should never get in someone's face and grab on their shorts.

  Business Response

  Date: 11/24/2024

  Dear ******,
  
  Thank you for reaching out and sharing your experience. We sincerely apologize for the way this situation was handled and for any distress caused to you and your sons during your visit.
  
  At Mt. Olympus, we strive to provide a safe and welcoming environment for all our guests, and we take your concerns very seriously. The actions you described do not align with our standards of professionalism and guest care. We will be conducting a thorough review of this incident, including addressing the behavior of the staff members involved.
  
  We truly regret that your sons were not given the opportunity for a clear warning or explanation before being asked to leave the park. We agree that situations like these should be handled with respect and professionalism, and we will ensure this matter is addressed with our team to prevent any similar occurrences in the future.
  
  If you have any additional details or would like to discuss this further, please dont hesitate to reach out directly to our guest relations team at [contact information]. Your feedback is invaluable, and we want to make this right.
  Thank you for bringing this to our attention, and we hope to have the opportunity to provide you and your family with a much better experience in the future.
  
  Sincerely,
  
  **** Q
  Customer Service Manager
  Mt. *********************************************

• Initial Complaint

  Date:10/28/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stay away from MT. Olympus. Went there for a mini vacation get away. We were in the room for 45 minutes and there was bed bugs in the room. We left asked for money back. They said they had to do an investigation. They called back today and said they confirmed bed bugs in the room. I would like a replacement vacation and dinner for this. To a different resort in *** *****

  Business Response

  Date: 10/28/2024

  Hello ****,

  We're sorry to hear that your vacation to Wisconsin Dells didn't go as planned, Upon reviewing our system we couldn't find a reservation under **** **********, you can contact us directly at ************** for us to better assist you with your concern, Again we apologize for the inconvenience.

  Thank you,

  Mt. Olympus Resort

  Customer Service Team.

  Customer Answer

  Date: 10/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  **** **********

  Customer Answer

  Date: 10/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

   

  reservation was under ****** Kirchoff 
  
  Regards,
  
  **** **********

  Business Response

  Date: 11/08/2024

  Hello ******,

  
  As discussed, a full refund has been processed for your stay on October 27, 2024. If you have any additional questions or require further assistance, please feel free to reach out to us directly.

  
  Kind regards,
  Mt. Olympus Resort

• Initial Complaint

  Date:10/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We reserved 4 2 bedroom units for October *****. One of our rooms had cockroaches, another room had a fridge that leaked fluid and another had missing forks. We did not receive all the coupons at check in that they were supposed to provide. We had to drive back to check in location to report issues and they took the cockroaches and did not help us. Would only offer another unit which wasnt reasonable at that moment. We had multiple small children and would be checking out in the morning. We also wouldnt be with the rest of our group any more. They wouldnt provide towels or any other accommodations without manager approval. My sister had a service dog and the front desk person was extremely rude to her. Even after she provided documentation about the dog being registered as service animal. I was given contact information for ****** ******* and he wont answer my calls and emails. I would like a full refund of all 4 rooms. Reservation number ******* rooms ***** ***** ***** *****

  Business Response

  Date: 11/01/2024

  Hello *****,

  Thank you for reaching out to us again. We understand your concerns and are committed to providing clarity regarding your refund.

  As previously discussed, we have offered a partial refund of $454.57 per room for the two rooms in question. This brings the total refund amount to $909.14.For any additional information or further questions, please feel free to contact us directly.

  If theres anything further you would like us to review or if you have additional questions, please dont hesitate to reach out.

  
  Kind Regards,
  Mt. Olympus Resort

  Customer Answer

  Date: 11/01/2024

  Good afternoon,
  the only amount offered the one time someone answered our phone call was a refund of $300 total which was unacceptable because we purchased 4 rooms. But we do accept the response from the business for refund of $909.14. Thank you for responding. Please ensure people who visit moving forward can enjoy a clean and bug free experience.

  ***** ******

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******

  
  

• Initial Complaint

  Date:10/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I noticed a changed on my credit card from the hotel for ******* and immediately called the hotel because i live over 2 hours away and do not recognize the charges. Employees were unwilling to assist and were disrespectful towards me. Even laughed and refused to refund my money. I did not authorize this charge. It is a ton of money. I am a single mother with a disabled child, se did not stay there. I want my money back. I was informed the stay was for the oncoming weekend, i asked them to kindly cancel the * reservation so that i am sponsoring someone elses weekend. Again, staff laughed in my face.

  Business Response

  Date: 10/19/2024

  Hello Ariana,

  
  Thank you for reaching out to us. Upon reviewing your reservation, we have noticed that the payment has been disputed by your financial institution. We kindly recommend contacting your bank directly for further clarification regarding the dispute.

  
  Should you require any additional assistance from our side, please do not hesitate to let us know.

  
  Kind Regards,
  Mt Olympus Resort