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:05/15/2023

  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.

  I made a reservation without realizing that there was a no refund policy. A family matter has come up and weve had a death with a funeral to be on the Friday that we were supposed to leave. I have called and they offered to just give a credit, however we do not plan on returning anytime soon as we have very busy lives with running businesses and do not have the time to go back. Its not like a death was expected to occur but they have not tried working with ** at all or offer a refund due to these unfortunate circumstances. Seems really heartless and now we would just be out over $400 because we need to attend a funeral for a loved one. Not right or fair business practice. They should be more understanding for circumstances like this.

  Business Response

  Date: 05/15/2023

  Hello ******, 
  
  We are incredibly sorry for your loss. Upon reviewing your reservation, it was a non-refundable reservation, however, we would like to offer you to just cancel the reservation for $50.00 and refund the remaining amount back to your account. This would be the best that we can offer on our end, the refund has been processed and should reflect on your account within 5-7 business days. 
  
  If you have any questions, please feel free to reach out to ** at ************** or email ** at ************************************************.
  
  Thanks again, and we wish you all the very best, 

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

  Customer Answer

  Date: 05/15/2023

  [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:05/13/2023

  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.

  On May 11th we checked into the hotel for a 3 night stay costing us 286$. Upon checking in we were given a room that when you opened the blinds to look outside, wasnt a look outside it opened up to a conference room. After check the room for bugs and checking sheets to make sure they were changed, there was 8 dead dried up bugs stuck to the inside of the lamp. When speaking to front desk they said they could switch our rooms for an additional 167$ charge because they would have to switch us buildings. When finally arguing with the desk lady my husband just decided to pay that since they would not refund us our money for the dirty room. The next morning after being in our new room we headed to the Waterpark. While at the Waterpark a child threw up in the hot tub area with a bunch of people including my husband and I were in there and they did not close that area down at all to clean it up. After being completely disgusted with this I called the ***** number trying to speak to someone. I was transferred to a supervisor who said they would give us 50% off our next trip. I explained to her that we will not be excepting that! We shouldnt have had to pay the money for a different room when they clearly did not take the time to clean it properly. We also would not be returning if they would be allowing body fluids be in a pool without taking the proper cleaning after issues like that. We will not be returning back at all and will make sure everyone knows about this experience!

  Business Response

  Date: 05/13/2023

  Hello *******,

  Thank you for bringing this to our attention and we do apologize for the experience during your stay, Upon reviewing on your reservation there are price difference to stay at the main building and that was the upgrade fee that you have paid for at the front desk, However if you have switch to a same room type as what you originally have the rates would be the same and there won't be any additional cost to switch. We have provided a $75 back from the upgrade fee yesterday that is already reflecting on your reservation. We also want to take you for informing us about the incident at the park and we will make sure this information will get forwarded and address by our park managers. If you have any questions please don't hesitate to give ** a call at **************.

  Thank you and have a great day!

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

  Customer Service Manager

  Mt. Olympus Resort

  Customer Answer

  Date: 05/13/2023

  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 here.
  

  75 dollars was given in resort credits not a refund! What about the other 92$ that had to be paid for the upgrade. Its not an upgrade when they have to move you rooms because it has bugs in it! Its not anyones fault but your resort for not cleaning the rooms correctly! No one should have to pay to be switched rooms because of bugs! 
  Regards,
  
  *****************************

  Business Response

  Date: 05/16/2023

  Hello *******,

  The $75 credit was applied as refundable meaning if the credit is not used it will be refunded back to your card, and yes you are correct there shouldn't be any cost for switching you to a different room, However you have requested to be upgraded to the main building that has different rates compare to the room that you originally reserved and that is the reason why you have been charged an upgrade fee.

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

  Customer Service Manager.

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

• Initial Complaint

  Date:05/11/2023

  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.

  Hello, I purchased a weekend package at Mt. Olympus in the *************** back in 202 when COVID hit. We were forced to cancel our reservation due to the government mandates of no large public gatherings and such. Mt. Olympus refused to refund our money and said they would give ** a credit for 5 years post COVID. It's been a couple years now an we are still unable to use the credit. Due to changes in our family structure I don't see ** being able to use this credit in the future. I contacted Mt. Olympus today and explained our family's current situation and they still refuse to do the right thing by issuing a refund. I feel as though they are stealing a substantial amount of money from ** when I know they are more than capable of issuing a refund. I have all the documentation showing our reservation, our credit and the total amount of money they have taken from me. Please help!

  Business Response

  Date: 05/11/2023

  Hello *******, 

   

  Thank you for contacting us. After further looking into the reservation I do see that you called us this afternoon and spoke with our guest service manager ****. Unfortunately at this time we are not able to refund the funds on file due to the reservation type. You did agree to the cancellation and goodwill credit (No refund on 6/7/2020)  However we would be happy to extend the goodwill credit of $614.96 past the 5 years. Please give ** a call if you would decide to want to make a reservation with us as we would be happy to set that up for you and honor these funds towards that. 

   

  Sincerely, ************** Reservations Manager

  Customer Answer

  Date: 05/11/2023

  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 do not accept their offer as I tried to explain to the service rep earlier, our situation has changed and we will be unable to utilize the reservation in the future.  The only reason I initially excepted the "goodwill" credit is that I was told they wouldn't refund the money I had already paid them.  With zero service provided.  I had no choice but to cancel our trip due to COVID regulations, through no fault of my own, and I feel that it is only fair for my money to be refunded - even though I accepted under duress the initial "goodwill" credit during all the confusion of COVID.  ************ needs to do the right thing and provide my family a refund.

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

  Business Response

  Date: 05/15/2023

  Hello *******, 
  
  It saddens us to hear that we were not able to provide the exceptional experience we're accustomed to delivering, however, you did agree to the cancellation and goodwill credit (No refund on 6/7/2020). Extending the Good Will Credit, this would be the best that we can offer on our end. 
  
  If you have any questions, please feel free to reach out to us at ************** or email us at ************************************************.
  
  **********
  Customer Service Manager
  Mt. *********************************************

• Initial Complaint

  Date:05/07/2023

  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.

  On Feb 21, 2023, I made a reservation with this company for June 1-4, 2023. It may be my fault, but I did not realize that there was NO cancellation policy, NO refunds at all for ANY reason. Especially since Covid, I would have thought that businesses would allow, especially with over a month notice. Unfortunately, I have had some medical issues come up and need to cancel. I have tried calling multiple times, asking to speak to a manager, only to be placed on hold indefinitely (after hanging up after waiting for more than 20 minutes each time). I have today tried writing them through their Contact Us on their website, but without being able to identify that I have a concern/complaint/cancellation and not just an inquiry, I don't have much faith that they will respond.After reading the complaints on BBB regarding this company, I see that I am not the only one that has a problem with this policy. Again, I have been trying to cancel with more than ONE MONTH'S notice. This practice by this company is poor.I am requesting actual contact with a manager, and to be reimbursed for my trip as I am giving well advanced notice for a medical issue. I am not asking for a credit - as I live over 5 hours away and am a single parent. We will not be making a trip to that area anytime soon.

  Business Response

  Date: 05/07/2023

  Hello ******,

  Thank you for bring this to our attention, Upon checking on your reservation we made an exception and have canceled your reservation with no fee by the manager that you have spoken with. The deposit has been refunded today and turn around time will depend on your financial institution. If you have any question please feel free to reach out.

  Thank you,

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

  Customer Answer

  Date: 05/07/2023

  [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:04/27/2023

  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.

  On april 19th my family and I decided that after 1 year of saving up we wanted to take a trip to ***************** since we have never been. We booked a room online. On the 19th my son informed me while he was staying at his mother that he tested positive for covid. I then called mt Olympus resort to explain my situation . The mintues I mention I needed to cancel. The man in the phone says no refund and hangs up the phone. Over the the next few days we tried calling and everytime we were told no refund you check in on check in and hangs up. How are we to control our son getting sick within the 72 hour time frame to avoid not getting a refund. This is ridiculous. I understand not getting a full refund but a partial refund would be legit. I wasn't even given the chance to explain why we needed to cancel. Now my family is out the $620.27 that we saved up a mini vacation for our combined family 1st trip together. I suppose we could have gone and gotten everyone sick along the way. But as when mandates were in order my girlfriend and I were front line workers and did everything we could not to get sick or others sick and even though the mandates are not in order at this time we thought the right thing to do was to cancel. Now because we did what we thought was the right thing to do we aren't even allow a chance to explain. What horrible business standards. Just to hang up and avoid people. Unbelievable

  Business Response

  Date: 04/27/2023

  Hello,

  Guest reservation was a No Show.

  Reservation was canceled  with a Goodwill credit which that can use for next 5 years.

  Thank you

  Customer Answer

  Date: 04/27/2023

  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 tried calling numerous times to cancel this room. As I stated in my initial complaint the man who answer the phone all the times I called the room did not let me cancel. Would not let me explain the situation. He stated you check in tomorrow. No refund and hung up the phone. So I'm not sure how I could have been able to actually cancel this considering his response. Again I stated my family saved up for this trip. I do not want a credit towards a room. I am seeking out a partial return.  We have no intention of booking with this resort ever again after being treatment so poorly and so rude.  Please keep in mind our son was told he had covid. This is why we were trying to talk to someone that wouldn't hang up the phone the mintues I stated I needed to cancel. That way  I could cancel on the room.

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

  Business Response

  Date: 04/28/2023

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

  Thank you for bringing this to our attention, We have reviewed your reservation and the cancelation policy that was agreed to upon confirming it was nonrefundable, However you may cancel and the deposit can be used as a good will credit, Also your reservation has been marked as no show and usually with no show policy the deposit becomes forfeited, in this case we placed a note on your reservation that your deposit can still be used as a credit for ***********.

  Also we have reviewed our phones based on the date you provided that you called us, However we didn't see a conversation made with an agent as the call was dropped on your end before we can answer. We have also send multiple text messages on your arrival date reminding you of your reservation. We are sorry for the inconvenience and if you have any questions please feel free to reach out at **************.

  Thank you,

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

  Mt. Olympus Resort

  Customer Service Manager

  Customer Answer

  Date: 05/09/2023

  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.
  
  I do not feel this issue is going to be resolved based upon the fact you are lying about sending me multiple text messages??? I did not receive any text messages confirming my arrival. I did infact talk to a man from you business the day before my arrival date I told him I needed to cancel once again I understand the cancelation policy and the 72 hours notice. But we had no control over my son testing positive for covid. I do not want a good will credit towards a stay at you said resort in the near future after reading numerous complaints about their stays this resort. I am asking for a partial refund due to the fact the agent did indeed state to me that I couldn't cancel and must check in tomorrow. Infact his exact words were no cancel no fund and he did infact hang up on me. I feel the way your business is handling this situation is theft upon your end. I ask simply asking for a partial refund.which from I point of view if fair for the both of us involved. Again the man I spoke to was rude and gave me no opportunity to explain my situation and I called back many times after the initial call to information the staff at this resort that I needed to call and no one picked up the calls after that calls for serval mintues after.  I then had my girlfriend call from her phone and and again to one answer on your end. Did I mention I never received any text about confirmation. I only received an email when I 1st book the stay online. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/25/2023

  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 booked a room at Mt. Olympus today for a few days in April. Then an hour later we tried to cancel. We were not notified at the time of booking the room that the $480 was nonrefundable. We were not notified it was nonrefundable until we received our confirmation. They refused to refund us the money so we decided not to cancel because I don't want to lose my money but I would have rather canceled and gotten my money back. According to them it's their policy to not refund rooms, they only offer a credit. I don't want to do business with a company that behaves dishonesty with their customers. We had changed our mind about staying because my son's dad has major health issues and is waiting for a double lung transplant. Upon further research into the park we learned about unsanitary conditions including dirty linens and ant infestations in the beds. If we get a room with these kinds of conditions it could be life-threatening for him and these are risks we don't want to take. This is our son's last chance to go to a water park with his dad and we don't want it to have devastating results. We just want to cancel and get a total refund so we can just not take the risk. Refusing us our money is theft and takes away our son's last vacation with his dad.

  Business Response

  Date: 03/25/2023

  Hello ****, 
  
  We are incredibly sorry to hear of your experience with us. Thank you for bringing this to our attention, as guest satisfaction is extremely important to us, and your review will help to improve future guest experiences. As you can see in your confirmation letter, it is clearly stated, and you did agree to our terms and conditions for a non-refundable reservation. Upon reviewing your reservation also, you did give us a call today to upgrade from Standard Room to a Theme Room style. 
  
  We apologize that you just made a reservation online with us that you were confused about it. However, if you really wanted a refund, I would make an exception to just cancel the reservation for $50.00 fee and we will refund the rest of the money back to your card. This would be the best that we can offer on our end, the refund has been processed and should reflect on your account within 5-7 business days. 
  
  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, 
  
  **************
  Customer Service Manager
  Mt. *********************************************

• Initial Complaint

  Date:02/18/2023

  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.

  Asked for upgrade and said we would obviously pay for it, got downgraded, there was a gap under the door to the next room that was about 2in off the floor. We could literally see into that room. People were smoking weed throughout the entire place. There were chips crushed into call carpet the entire weekend we were there and it was never cleaned. I went to give my daughter a bath and there was mold in between the bath and shower that came out into her bath water. Water park water was cold. Half the lifeguards didnt pay attention at all. Oh and when we asked for towels and trash to be taken they left it all for over a day. It was the worst trip weve ever been on. When I talked to customer service they told me I made it all up and I said I had proof and now they wont return emails or calls. We stayed 12/29/2022-1/2/2023.I set everything up under my husbands name (*****************************) I asked for a refund. I have never left complaints like this and have never contacted the BBB over something, but Ive reached out to them multiple times with no resolution and only one response saying Hello ****,We do apologize for the experience that you had during your stay, we have reviewed your reservation and have sent maintenance to check the room where you stayed, and it was confirmed that there was no mold in the tub as it was a brand new one that just got replaced prior to your stay. We would love to offer a future discount stay of 20% off or future park passes if you would like to use our park and give us another chance. Unfortunately, we won't be able to honor your refund request at this time.

  Business Response

  Date: 02/18/2023

  Hello ******, 
  
  We are sorry that the compensation offered was not enough and we would like to apologize for your poor experience with us at Mt Olympus Resort. Please know that this is not up to our standards. Upon reviewing your reservation, it was a non-refundable reservation, however, we would like to offer you 20% Refundable Credit back to your account. This would be the best that we can offer on our end, the refund has been processed and should reflect on your account within 5-7 business days, if by any chance you decided to come and visit *************** again the future discount and the park passes that were 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, 
  
  **************
  Customer Service Manager
  Mt. *********************************************

  Customer Answer

  Date: 02/22/2023

  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:01/17/2023

  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 for the Mt. Olympus Water and Theme Park back in December 2022 for a stay for my family (3 adults, 3 children=6 total) January *****, 2023. Today I received a confirmation email that had the number of guests registered as 5 adults. Glitches occur, so I called the 800 number listed to correct the number of guests and ages. The second operator I spoke to was very aggressive and told me that there was no way the system let me register in this way back in December and said Go ahead and try it right now, it wont let you do it. He transferred me to a third operator who said the available rooms for that number of guests are $86 more. So essentially, I was up charged for a mistake their system made and was told I was in error and it was all my fault. I also received a follow up email stating I was just charged for $359 for the room and its unclear if that is a totally new charge in that amount or just the total after the difference of $86 added to what I had already paid, which is what so was told would be the case. Also upon looking at the email, it now says the reservation is for 3 adults and 3 children, as it should have been like I made in December. The rude operator told me there was no option for children and adults, though the email clearly shows this and a difference now.I honestly have never had a conversation that confrontational with a GUEST SERVICES person before; he raised his voice, cut me off and was accusatory. It was very intimidating and feels like theyve done this before to scam people, like this is part of their normal practice.

  Business Response

  Date: 01/18/2023

  Hello *******,

   

  Thank you for your email, Upon reviewing on your reservation the original room type that it was reserved was a Standard 2 Queen and the maximum capacity on that room is only 5 person for ****************, there's no glitch on our system and it is correct that our website will not allow you to reserve 3 adults and 3 children under the Standard 2 Queen, I also saw on your reservation that you have upgraded your room to a 2 Queen *** with a bunk *** so we can accommodate your 6 guest with a price difference of $84.20. We do apologize for the confusion and the said treatment that was mentioned to your complaint. If you have any question please feel free to reach out at **************. 

   

  Thank you,

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

  Mt. Olympus resort

  Customer Service Manager

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair 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.

  I stayef at Mt Olympus on 1/1/2023. My reservation Number is: *******. I wanted to bring to their attention of an incident that happened on the same day with one of the ride operator before closing time indoor theme park. My daughter was getting ready to ride the airplane ride and the ride operator was very unprofessional and rude. They were about 7 kids in line including my daughter. She only allowed 4 kids in to ride because she claimed that it was closing time and she need it to go home. When all the kids were on the ride she didnt care to check my daugthers seat belt before starting the ride. My daugher was calling her to get her attention but she ignored her and starter the ride. My daughter got scared and got off the ride immediately while the ride was in motion. The ride operator didnt even noticed my daughter was walking towards the exit while the ride was going. This is a big safety issue! My daughter was very scared. There was a supervisor near by and I brought this to his attention.The other parents were upset too. He didnt say anything to the operator instead they started to laugh instead of doing thecright thing. My daughter was not able to sleep that night. I had stayed at the resort multiple times but this is unacceptable. I already sent 2 emails to the resort, but no one got back to me. They should be more careful on who they hire to operate their rides and more important that they follow safety regulations specially when it vomes to children.

  Business Response

  Date: 01/09/2023

  Hello *****, 

  Thank you for bringing this issue to our attention and for taking the time to leave us a review. 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 **** or email us at ************************************************.
  
  Thank you,

  **************** Team
  Mt. *********************************************

  Customer Answer

  Date: 01/09/2023

  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.
  
  I HAD SENT 2 PRIOR EMAILS DIRECTLY TO MT OLYMPUS AND No NE GOT BACK TO ME. THATS THE KIND OF CUSTOMER SERVICE THEY PROVIDED.] They have both my email and phone number and again no one had reach out to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:12/16/2022

  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.

  Got bed bugs from the nasty hotel number 29 DONT GO YOU WILL BRING THEM HOME WITH YOU .ITS THE MOST TERRIFYING THING I HAVE BEEN THOUGH.JUST A NASTY, DIRTY. BED BUG INFESTED RUN DOWN HOTELS .

  Business Response

  Date: 12/16/2022

  Hello ***,
  
  Thank you for bringing this to our attention, upon reviewing your reservation we saw that you were checked out September 10, 2022. We have stringent cleanliness protocols which include ***************** and weekly preventive treatments. Bed bugs are brought into the hotels by guests, and it is not a hotel sanitation issue. Our trained and knowledgeable housekeeping staff is one of the best lines of defense, along with having regular pest control inspections. 
  
  If you have any questions or concerns, 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. *********************************************