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:12/28/2023

  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 my stay at ** Olympus Water Theme Resort, We found bugs in the bed. *************************** was able to capture one of the bugs, so we took it to the front desk. They gave us another room inside a different location, but since then my skin has rashes all over

  Business Response

  Date: 12/31/2023

  Hello,

  I hope this email finds you well. I wanted to provide you with the results of the room inspection for bed bugs. I am pleased to inform you that the inspection yielded a negative result, indicating that no bed bugs were detected in the room.
  
  Our team conducted a thorough examination, checking all potential  areas of concern.  There were no signs of bed bugs, and the room was deemed  to be clear.
  
  After carefully examining the picture they provided, it has been determined that the insect in question is not a bed bug but rather a stink bug. Stink bugs don't bite; therefore, they are not typically dangerous to humans. Although harmless. Stink bugs thrive in warm temperatures and will mostly invade your house during the winter.
  
  Rest assured, our team is committed to maintaining a safe and comfortable environment for all our guests. If you have any further questions or additional concerns that need addressing, please feel free to reach out.
  

  I wanted to bring to your attention that the image provided appears to have been sourced from the internet and does not seem to be connected to our property.

  Internet Images: 
  WATCH: Bed bugs overtake hotel bedroom in video likely to make your skin crawl | WOAI (news4sanantonio.com)
  
  Upon closer inspection, it's evident that the image may not accurately represent any issues within our establishment. We are dedicated to addressing genuine concerns and maintaining the highest standards of service and cleanliness.

  
  We appreciate your understanding and cooperation in this matter.

  Customer Service
  Mt *********************************************
  

  Customer Answer

  Date: 12/31/2023

  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,
  
  *************************

• Initial Complaint

  Date:12/27/2023

  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.

  When came back from water Park, we found bugs in the bed. So I took video, then put one in cup took to front desk. The staff members was was like wow we move you to another room, they gave us another room in building then said wait then move us to another building. My guest skin has rash because of these beds because we slept in the bed.

  Business Response

  Date: 12/31/2023

  Hello,
  
  I hope this email finds you well. I wanted to provide you with the results of the room inspection for bed bugs. I am pleased to inform you that the inspection yielded a negative result, indicating that no bed bugs were detected in the room.
  
  Our team conducted a thorough examination, checking all potential  areas of concern.  There were no signs of bed bugs, and the room was deemed to be clear.
  
  After carefully examining the picture they provided, it has been determined that the insect in question is not a bed bug but rather a stink bug. Stink bugs don't bite; therefore, they are not typically dangerous to humans. Although harmless. Stink bugs thrive in warm temperatures and will mostly invade your house during the winter.
  
  Rest assured, our team is committed to maintaining a safe and comfortable environment for all our guests. If you have any further questions or additional concerns that need addressing, please feel free to reach out.
  
  We appreciate your understanding and cooperation in this matter.

  Kind Regards,
  Mt Olympus Resorts

  Customer Answer

  Date: 12/31/2023

  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,
  
  ***************************

• Initial Complaint

  Date:09/15/2023

  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.

  I reserved a room after confirming at the time of reservation that I could get to the water park without leaving the hotel. I confirmed this again at check in and was told Yes both times, however I had to exit the hotel to get to the water park and was told by staff that the connection from the hotel to the water ark has been closed all of summer season as well. While here my heat doesnt work and in order to get a room with a working heater I have to drive 9 minutes back to the main check in building but was told they arent sure the room theyre giving me has working heat. Its late and a very dark area. So I have to be uncomfortable and cold in this room all night while I have chronic pain and cold flares my pain or I have to feel unsafe and drive in this very dark area and not even know if the heat will work once I return. I asked if the staff could bring the change in key. They said no I asked if they could check the heater in the room first, they said they would have it check but when I called back there wasnt an answer.

  Business Response

  Date: 09/16/2023

  Hello ****,

  I would like to sincerely apologize for the inconvenience you've experienced during your stay with us. Your feedback is valuable, and I want to assure you that we take this matter seriously.

  Rest assured, we are actively addressing these concerns with our team to ensure that such discrepancies do not happen again in the future. We are committed to making improvements based on your feedback.

  If you have any other concerns, please do not hesitate to reach out to our front desk. We are here to assist you in any way we can to make your stay as comfortable and enjoyable as possible.

  Once again, I apologize for any inconvenience, and we appreciate your understanding and patience in this matter. We hope to have the opportunity to better serve you in the future.

  Thank you,

  *************************

  Customer Service Manager

  Mt. *********************************************

• Initial Complaint

  Date:08/27/2023

  Type:Billing 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 reserved day pass tickets online for my family of six. When reserving these tickets, parking price was not disclosed on the reservation page, or anywhere on their website (screen shots included). This led to two unexpected charges of $35 (two vehicles). Full disclosure of the pricing, to include parking, should be included on the reservation page and I would like the $70 for parking refunded due to the parks inaccurate disclosure of pricing. I spoke with a mt olympus manager regarding this and he stated that you would have to call mt. olympus and specifically request the price for parking when making a reservation. He admitted that the price for parking is not included on their website. Their indoor waterpark and theme park were also closed, which was not disclosed when making online reservations. I would like a partial refund of my ticket price of $176.34 due to the park not disclosing this information on their reservation page (screen shots also show that this information is not disclosed when reserving). Safety is also not enforced in the park, despite the conduct/safety guidelines listed on their website and the recordings played prior to rides, (screen shots included). Our family went on one of the go cart rides and while on this ride there was another guest who was continuously ramming other riders on the track, eventually spinning out one of my family members on the ride. He then proceeded to slam into the line of stopped carts when the ride was finished. The attendant who witnessed this laughed when he saw the guest slam into the line of stopped carts and when I addressed this guests behavior throughout the entire ride the attendant said "what am I supposed to do about it" and turned away.

  Business Response

  Date: 08/27/2023

  Hello Terra, 
  
  I'm truly sorry to hear about your negative experience at Mt Olympus. Please know that this is not up to our standards, and I have passed this information along to the correct managers and departments to ensure that the issues you experienced won't happen again. 
  
  Your feedback is valuable in informing others about these concerns and urging the management to improve. While your visit was disappointing, sharing your experience might lead to positive changes for future guests. Unfortunately, at this time, we won't be able to honor your refund request. All sales are final. If you have any questions or concerns, please do not hesitate to contact the resort directly.

  Thank you,

  **********
  Customer Service Manager
  Mt. *********************************************

  Customer Answer

  Date: 09/05/2023

  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. 

  A deceptive practice is considered one that misleads or omits information that is likely to mislead the customer, which applies in this complaint. I consider the pricing information on Mt. Olympus's website to be deceptive/false and misleading as there were hidden fees (parking) that were not disclosed, causing the final price paid to be substantially higher than the advertised price, (the price of parking was more than the price of a ticket). I also feel that their pricing information was deceptive/false/misleading as they did not provide information, when purchasing tickets, that two portions of their park were closed. The business stated in their response that my experience was "not up to their standards", but despite this and the fact they they mislead customers, as to the total price of admission to their park and open attractions, refused to refund the parking fees and partial ticket prices. 

  
  Regards,
  *************************

  Business Response

  Date: 09/07/2023

  Hello, 

  Here at Mt. Olympus Resort tickets and parking are free with stay. However day pass holders are subject to the purchase of their own tickets and parking. Hours of our parks and what we have open per day is listed on our website under "Park hours."  Information is located on our website and any additional questions may be answered by calling us directly. Also we would be happy to look into any safety issues. Please feel free to give us a call at ************ and ask to speak with manager if concerns are still an issue. Unfortunately at this time all sales are final as when you do purchase tickets online you agree to this term. 

   **************************************************************

   

  Thank you, 

  Mt. Olympus Resort / ************* Manager - Amber

  Customer Answer

  Date: 09/20/2023

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/21/2023

  Type:Billing 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.

  8-17-2023 to 8-20-2023 stayed at resort, had issues. manager said he would credit my credit card $50 and never did. instead issued credit for the next time i stayed at the resort. i will NEVER stay at this resort again it was a slum. i NOW want full credit back of $594.82. not just the measly $50.the manager was rude, disrespectful, not trustworthy, didnt keep his end of the deal.

  Business Response

  Date: 08/22/2023

  Hello *****,

  We understand your frustration and we apologize for the inconvenience, Upon reviewing on your reservation we have offered a credit of $50 to use for purchases at park. The $50 that was agreed to was not offered as a refund but a resort credit, However one of our supervisor that you have spoken with earlier refunded the $50 to your card today. Unfortunately we won't be able to honor your request of full refund at this time. If you have any questions please fee free to contact us directly.

  Thank you,

  *************************

  Mt. Olympus Resort

  Customer Service Manager

• Initial Complaint

  Date:08/17/2023

  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 called several times to cancel and refund reservation number *******. Upon checking in, I was feeling ill and the front desk informed me the charges were much higher than expected due to large resort fee ($139), more than the cost of the room for 2 nights ($100). I asked to cancel the reservation and refund our money, but they said no. Then when we looked at our room, it was super dirty and in disrepair. Trash all over the halls. Carpet moldy. Bed cover torn and dirty. Windows dirty. And on and on. I was feeling extremely ill at this point. We left the resort immediately so that I would not spread my illness to anyone. On the way out of town, I called to ask for a refund and cancelation. They refused. I said I was too sick to stay and the room was horrible and did not want to spread my illness. She said we could have a credit voucher, but I need to physically return to the desk in 30 minutes. I could not as I was too ill and driving out of town with my 11 year old son. I never plan to return to the nasty resort or use any of the broken features. We never stayed. It's gross and unsafe. Not healthy. What a scam. Please refund my $269.34 that I asked for on August 14th when we could not stay. I cannot afford to lose the money.

  Business Response

  Date: 08/17/2023

  Hello, 

  We do apologize for the issues that you had with your most recent reservation. Unfortunately because you did not return to the desk and turn in your room keys/bands we need to look into things further. We currently are getting a lock reading done on the room to see the specific times the room was entered. As it stands right now We had that you checked in and stayed. We even have that you told our staff you were coming to the front desk to turn everything in and ended up not showing up. If you have any further questions please give us a call and we would be happy to help. ************. 

   

  Sincerely, Mt Olympus Resort

  Customer Answer

  Date: 08/17/2023

  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.
  
  We did not stay in the room. We left. The room was absolutely unhealthy and unsafe. Numerous customers have communicated to you the same concern and yet you continue to take their money and fix nothing. This is a scam and horrible business. Address the issue by refunding my payment. Then, repair and update your resort. Stop advertising false information. I was sick and could not return, so we never stayed and told you we could not return. Please resolve the issue by providing a full refund. 

  
  Regards,
  
  *****************************

  Business Response

  Date: 08/17/2023

  **********,

  Thank you for your patience and allowing us to resolve this issue for you. Upon doing a lock reading for your room we concluded that the room was not entered after 5pm on 8/14 which was your day of check in. Since the reservation was made under non refundable terms you agreed upon this money can be used as a credit for a *********** as a one time curtesy. Upon leaving the premises you were instructed to stop by the front desk and return the wristbands which you failed to do. We understand that there were special circumstances and will honor  the credit for a ***********. We regret to inform you that no refund will be provided for this reservation. Again thank you for reaching out and please do not hesitate to reach out to us again! 

  Regards,

  Customer Service 

  Customer Answer

  Date: 08/21/2023

  [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:08/08/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 stayed at Mt Olympus from 7/28/22-7/31/23. Our room was absolutely disgusting. Their brown stuff spilled down the bathroom sink that was never cleaned. There were bugs in the shower. The halls and elevators were absolutely disgusting. The food was so overpriced. $5.00 dollars for a pop. People were smoking in the theme park and water park. On the website says the indoor water park and theme park were open. ******** services were absolutely rude about everything you asked. The website says there is complimentary breakfast. That was a lie. The website says rooms are 50 % off , but it costs over ***** dollars to stay. Fees that are charged are ******, so that's how they make up for the fake discount on rooms. All you could smell in Marijuana in the halls and absolutely everywhere in the hotel. No one ever cleaned our room or replaced towels. There is only one place to eat in the hotel. Some people want to stay at the hotel and not run all over the place. When we sis eat it was ***** for a burger, fries, chicken strips and 2 drinks. Everything closes at 8, so the kids are bored and want to spend a bunch of money in the arcade. The lady at the bar served someone before us, and it was 5 mins before it closed, and she wouldn't serve us and said it was closed. You couldn't hardly find anyone in the shops so you had to go search. There was food and drinks spilled in the theme park and water park that you had to walk around. The tubes were flat for the lazy river, and it was a s*** show trying to get in and out. You could hardly find tubes because everyone was saving them. Kids were running in it, so you were constantly getting pushed into the wall. The go carts say a certain height online, but when you go to them, they say a different height. My son was tall enough to drive, but they wouldn't let him. One sign he was tall enough and they next time he wasn't because now of them are measured correctly. I will never stay at this place again. It was the worst experience I've ever had.

  Business Response

  Date: 08/08/2023

  Hello *****,

  I'm truly sorry to hear about your negative experience at Mt Olympus. It seems like there were numerous issues ranging from cleanliness problems, overpriced amenities, misleading information, and unhelpful customer service. Bugs in the room, dirty hallways, high prices, and inconsistent height requirements for attractions all contributed to your dissatisfaction. If you could also please forward us as well the link on our website for the complimentary breakfast for the hotel to addressed the information as we do not provide breakfast it would be greatly appreciated. Also height limits are mandatory for safety reasons. I have also included here the park hours for the indoor waterpark that shows indoor is closed with the exemption of the indoor expansion. 

  ************************************************************************************************************************

  Your feedback is valuable in informing others about these concerns and urging the management to improve. While your stay was disappointing, sharing your experience might lead to positive changes for future guests. Unfortunately at this time we won't be able to honor your refund request. If you have any questions or concerns please do not hesitate to contact the resort directly.

  Thank you,

  *************************

  Mt. Olympus Resort. 

   

  Customer Answer

  Date: 08/09/2023

  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.
  
  So you expect customers to pay thousands to stay for a terrible experience. Basically you are okay with customers being treated poorly, having to deal with nasty room, halls, *************. I'll make sure go announce this on every site I can. I'll make sure to make a comment on trip advisor to let them know about my experience so they don't have to deal with what we did which is where I found info about breakfast that was answered by you. Here's the link to that false information.********************************************************************************************************************

  My uncle ************************* is a state representative who speaks to *********************** quite often. I will make sure that they announce how Mt Olympus treats their customers so they let inform people that it's better to stay in **** then to travel over 3 hours to stay in a disgusting, false advertising, rude customer service **********************. Also, you apparently didn't understand my comment about height requirements. None of your height signs are the same. Every single one is different. You need to fix them so customers don't waste an hour plus to be told he wasn't talking enough. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/03/2023

  Type:Customer Service 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 wish I could say it was a great and that we had a fantastic time, but that is not the case, We stayed at Mt. Olympus for by daughters birthday, we rented a cabin so we could have that camping experience as well, upon are arrival to the cabin there was trash scattered at the door, inside there was a big wet spot on the bed, there were also a lot of cigarette butts laying out in the front that my husband had to pick up so the kids were not running through them, needless to say we were not pleased but we were not going to let this ruin our time, we headed to the water park, after that we went back to cabin to get changed and have a cookout before heading downtown, the bathrooms were terrible, dirty diapers, trash everywhere, mildew stalls, again not going to let this ruin our time, so after coming back from all the attractions we were going to do cake for my daughters birthday and let the kids make smores, as I was putting candles on the cake I seen something on the bed, it was a bed bug, my husband came back from the bathroom and confirmed thats what it was (he has rental properties and has had to deal with them from tenants, so he definitely knows what they look like) we put it in a baggie to show staff, at this point we have had enough, we called the resort to let them know what was going on, they said they would move us to a new cabin, so we pack everything up and drive to check in, we get the keys and head to the new cabin, when we get there we see the bed is filthy dirt on the pillowcases hair in the bed along with what appeared to be grass, this is unacceptable so we head back to check in, where they move us to another cabin, at this time we ask to have someone meet us there to check the cabin with us because at this point it seems like maybe we are making this stuff up because this just seems ridiculous, we were told that the person had 10 other stops before they could meet us there, they told us to dial 0 on the phone if there were anymore problems so we didnt have to drive back again, at this point out kids are in the car sleeping we didnt get to her cake for her birthday its going on 1 am we have been up since 5 am to drive there, we are exhausted and just want to sleep after all check out is at 10 and we dont even have a place to stay, so we go to what is now the 3rd cabin, and wouldnt you know there was a pill on the floor, medicine wrappers on the side of the bed, floor was dirty, hair everywhere. We went to go dial 0 and guess what there is no phone, so we head back to check in where now they are going to put us in a hotel room, at this point we dont even care we are exhausted our kids have spent half the night sleeping in the car, by the time we find a spot to park which is not close to the door and lug all our stuff into the room it was after 2am, so much for getting up early and spending the day at the water park and going to do more of the attractions before we were to get back on the road to head home. So no it was not a good time, very disappointing, I have heard good things about the place and was hoping this was going to be the first of many more times going but sadly this experience was awful and dont think we will be returning. I was also told a manger would be contacting me by phone or email and never heard from anyone.

  Business Response

  Date: 08/03/2023

  Hello *****,

  We apologize for the inconveniences you experienced during your stay at Mt. Olympus. We take your feedback seriously and are deeply sorry for the condition of the cabin and the lack of timely assistance from our staff. This is not the level of service we strive to provide our guests, and we are committed to addressing these issues to ensure a better experience for all our visitors. We appreciate you bringing these matters to our attention, and we would like to offer a 20% discount for *********** if you would like to give us another chance. If you have any question please feel free to reach out directly.

  Thank you,

  *************************

  Customer Service Manager

  Customer Answer

  Date: 08/03/2023

  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.]
  20% off on our next visit does not makeup for my childs birthday being ruined, or our trip being cut short because we were exhausted and didnt get in our room until 130 am 

  Regards,
  
  *******************

  Business Response

  Date: 08/04/2023

  Hello,

   

  We hope this message finds you well. We have taken your feedback to heart and are committed to making things right. As a gesture of our appreciation for your understanding and patience, we would like to offer you two options for compensation. Enjoy a 20% discount on your *********** with us. This discount can be applied to any room type, allowing you to experience the comfort and luxury of our resort at a more affordable rate. OR Alternatively, we would be delighted to provide you with four complimentary tickets to both our water and theme parks. This way, you and your loved ones can enjoy the thrills and excitement of our attractions during your next visit, If you have any question please feel free to reach out directly.

  Thank you

   Niraj 

  Customer Service Manager

   

   

   

  Customer Answer

  Date: 08/22/2023

  I messaged back saying I would take the 4 tickets, not sure why you wouldnt of received my response 
  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:07/30/2023

  Type:Product 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 made a reservation on April 6th for July 17th through the 20th with 2 queen ***** bunk bed and balcony fully paid off for $860.87. I lost my credit card that I made the reservation on but I had my ID and bank statement showing my lost card that was used for the reservation so when I get to the hotel, they tell me that I can't go through with my reservation without the physical card present! I tell them that I have my ID matching the reservation and my bank statement as proof and they can see that it was fully paid off but still refused me and told me that I had to do a refund and pay again with my new card. So i basically paid twice for the room!! They told me that they were going to do an immediate refund and I should receive it within 3-5 business days when I didn't receive it, I called mt Olympus and talked to the manager and she said oh no it takes **** business days which is even more inconvenient!!!! I still haven't received my money!!!!! Plus I didn't even get my balcony that I had requested because apparently the person I spoke to never put it in the notes!! So that ruined our vacation even more and then there's false advertising going on with the park hours, they say they close the water park at 7pm but they shut down the rides early and there was nothing wrong with the weather!!! If you say your open till a certain time, you have to honor that!!! Plus the indoor theme park was closed the whole time, one of the roller coasters was closed and we almost got whiplash from the old outdated rides!! They don't have coffee makers which is a disappointment! I'm tired of waiting on my refund, I want my money back plus 50% back of the second payment for the troubles!

  Business Response

  Date: 07/30/2023

  Hello ******, 
  
  Thank you for bringing this to our attention and we do apologize that your previous stay with us didn't go as plan, Upon reviewing with your reservation it looks like you made it online and we did send you a confirmation email clearly stated "At Check in, please remember to bring the ** that matches the name on the reservation as well as the same card that was used to book the reservation..." We even spoke with you on the phone 7/16/2023 with regards to our policy but it looks like you did not accept it and hung up on us. Our ********************* is working on your refund and rest assured that you will be receiving a call from us.

  We assure you this is not the level of service we strive to provide our customers. We would like to speak to you further about your experience. Please call ************** to speak with our **************** Manager.
  
  Thank you,

  **************
  **************** Manager
  Mt. *********************************************

  Customer Answer

  Date: 07/30/2023

  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.
  
  I did not hang up, the manager hung up on me! I had my ID and bank statement that's good enough instead of making me pay twice! I want my $860.87 back plus half of my second payment!!!
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/02/2023

  Hello ******,

  Upon reviewing on your reservation the refund of $860.87 has been processed, Also I do see that we have given a discount at check in due to the card being not present instead of charging you for $860.87 we only charged you for the room cost of $679.02. Unfortunately that would be the best that we can do at this time.

  Thank you,

  *************************

  Customer Service Manager

• Initial Complaint

  Date:07/30/2023

  Type:Product 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.

  Checked in on July 25th Initial turned off by the building and the. The inside of the room we booked. We left to eat and check out the rest of the park. Wife stayed back and called my within an hour of my son and I leaving her. She found a bug and a few others, not bed bugs that they later called and said they investigated for. The room smelled of urine and then could be found on our clothes. After just 2 hours we went to the main desk after packing up luggage and told them of the issues we found, they offered to move us but we didnt want to even try another room. They said they would refund us, but since we booked through booking.com they had to waive their commission. We couldnt get ahold of booking.com that night so we left without resolution and found a new place to stay for the night. Then between July 26 and 27th I had email exchanges between booking.com and also my.Olympus. In one email it asked me to call customer service at ************************* which I did, they transferred me to the manager and I had to leave a message. I explained the issue again and left my phone number. I heard nothing back that Thursday. So on Friday the 28th I emailed back on that original response to call them. I received an email that I would hear back in five business days. Now today Sunday the 30th I recieved a phone call that they found no bed bugs, which we never complained about, which now adds to my uneasiness about this resort. All he could offer was ******************************************************* that day. We never wanted moved, plus we never took part in any rides or water park activities and was at the resort for 2 hours. They acted as if they would refund us on Tuesday when we complained initially and now they will just offer ********************************** our mind will never happen, plus we live 7 hours away. I just would like some of my money back for all the hassle and time *** invested into this and never got any of the benefits of staying there

  Business Response

  Date: 07/30/2023

  Hello ******, 
  
  Thank you for bringing this to our attention and we do apologize that your previous stay with us didn't go as planned. Upon reviewing your reservation, we saw that it was made from a 3rd Party. All of the reservations from them were non-refundable and we do apologize that we can't refund any of your money since our hands are tied with regards to it. Unfortunately, 20-25% Future Discount would be the best that we can offer on our end. If by any chance you decided to come and visit *************** again, the Future Discount that was offered for you and your family will always be on the table.
  
  If you have any questions, please feel free to reach out to us at ************** or email us at ************************************************. Thanks again, and we wish you all the very best in your future.
  
  **************
  Customer Service Manager
  Mt. *********************************************