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:08/23/2022

  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.

  My family and I paid $488 dollars for a 3 day two night trip to this resort. This was only for lodging and admittance to the park. Prior to arrival I contacted the company stating I had just found out a majority of the park was closed. She stated it was non refundable and there was nothing we could do. We accepted this and went anyways as this was our last trip before school started. Upon arrival to our room we noticed it was filthy with blood on phone and in lack of general maintenance and cleanliness. The room was horrible and I have pictures. Also my family felt unsafe and I stayed awake all night to insure there safety. There were individuals doing drugs in the parking lot etc. And yes I know about drugs as I work as a paramedic. We then chose to go elsewhere for the remainder of the trip costing us more. When I contacted the front desk I was informed there was nothing I could do as it was non refundable. We literally spent $488 to not even experience anything other than being disgusted. Also the toilet had urine in it upon our arrival, a tampon in trash etc.

  Business Response

  Date: 08/24/2022

  Hello *****, 

   

  We apologize for the issues mentioned. I have pulled up your reservation and I see no notes pertaining to this. We would of been happy to assist you during your stay as we could have sent housekeeping or moved your room to make things better. I also checked the call logs and didn't see anything noted in there as well. Currently Memorial Day through Labor day our indoor amenities are closed with the exception the newer indoor expansion. This is listed on our website. Give us a call and ask to speak with a supervisor or manager if you have any questions moving forward. Again we apologize and for the issues we will refund you $100.00 back to the card on file. We hope you have a great day. 

   

  Sincerely, 

   

  Mt. Olympus Resort

  Customer Answer

  Date: 08/24/2022

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

   

  i in fact called twice the day before we checked in while I was at work as well as the day we checked in including face to face when I checked in. Saying I couldnt believe they wouldnt refund us. And also that they need to post on the site in big letters the indoor park was closed. Even if you refunded me $100 that is not acceptable in my opinion. Also not to mention all the people I have found out about having similar experiences!!!!

  Business Response

  Date: 08/25/2022

  Hello *****, 

   

  Again we do apologize but unfortunately the best we can offer is a $100.00 refund back to the card on file per the issues. If you would like to give us a call a supervisor or manager on duty can assist with this. 

   

  Sincerely, 

   

  Mt. Olympus Resort

  Customer Answer

  Date: 09/03/2022

  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:08/21/2022

  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.

  Planned out first family vacation after burying my son in November, arrived 8/19/22 to check out 8/21/22. Upon arrival Amet at the front desk was wonderful and "upgraded" us to an offsite room that would be closer to the park. We drive over, haul all of our luggage up 2 flights of stairs, no elevators to arrive in a room that was infested with bugs, type I'm unsure but one ran out from the pillow when my daughter sat on the bed to rest after carrying our luggage up. Called and was told I'd be moved and rhe room inspected. **** the manager called me back to tell me it wasn't bed bugs so I had nothing to be worried about. So having arrived with time to enjoy the amenities before they closed didn't work out as by the time we reloaded drove to the check in building and back to our next room the night had worn thin. **** agreed to accommodate a late check out and told me this is wisconsin it has bugs. I've stayed at Mt. Olympus before bug free of course, and I've also stayed at other resorts also bug free which I thought was an understood luxury of a hotel charging a resort fee almost comparable to the nightly price. This hotel has plummeted trying to monopolize on acquiring all of the properties in the area has only given a low budget low class feel to a water park that just a few years ago offered so much more without bugs. Cleanliness I thought was an understanding when staying in any hotel, especially after a pandemic. I am saddened that my experience was swept under the rug as well as no compensation made from the hotel for the inconvenience or disgusting experience. I will definitely not be returning.

  Business Response

  Date: 08/21/2022

  Hello *******,

   

  We are sorry that your stay with us didn't go as plan, We strive to do the best we can to offer a great experience to our guest upon reviewing on your current reservation we have upgraded your room to the main building without additional cost and was given a noon check out as a courtesy to the time that you have lost for switching to a different building. We greatly appreciate the feedback that you mentioned and we will surely take this to improve our service. If you have any questions please feel free to give us a call at **************.

  Thank you and have a wonderful day!

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

  Customer Service Manager

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

  Customer Answer

  Date: 08/21/2022

  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 

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

   

• Initial Complaint

  Date:08/12/2022

  Type:Billing 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.

  8/9/2022 to 8/11/2022 $493.84

  Business Response

  Date: 08/12/2022

  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 do not see anything that you give us a chance to look into your concern. 
  
  
  
  We understand that you would like to resolve your issues, 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,
  
  
  **************** Team
  Mt. *********************************************

  Customer Answer

  Date: 08/12/2022

  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.]
  I did call and request to speak to a Manager. My name and number were taken but a call was never received back. All of the issues Ive had with my stay have been detailed in my complaint. The level of service experienced was beyond disappointing, especially for a little boy who was looking forward to his first trip to *****************. 
   
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/06/2022

  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.

  Booked two nights that required a resort fee- had to check out a day early (they partially refunded for the one day) due to resort being at motels that felt unsafe and looks like a place you would see in a horror flick or rent by the hour. They also had half of their water park shut down without notice (it said it on one page. What are the requirements to be considered a resort?

  Business Response

  Date: 08/06/2022

  Hello Chearee,
  
  
  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 you drop your night because you told us something came up. Even if the reservation is non-refundable we go ahead and make an exemption to you and refunded the last night stay of $157.14. 
  
  
  Also, you made the reservation online and in the confirmation letter that we sent you there is a link that you will find our Park Hours and it's clearly stated in our Website "Our Indoor Waterpark (excluding Medusas new Expansion) is under renovation and will reopen September of 2022. The New Indoor Expansion featuring Medusas Slidewheel is open Year round! " 
  
  
  We would like to offer a 30% discount if you would like to come and visit *************** again in summer time. Thanks again, and we look forward to seeing you again soon.
  
  
  Customer Service Team
  Mt. *********************************************

• Initial Complaint

  Date:08/05/2022

  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 booked a room for one this evening and was utterly shocked and dismayed to discover how disgusting this hotel is. Im really disappointed and sad at the condition of the rooms here after paying $157 for a literally 12 hr stay at this facility (got settled into my second room at 10 pm, and check out is at 10 am tomorrow).The first room I was given was uninhabitable as it smelled strongly of fish. It looked like the bed frame of one of the beds was broken, and mattresses looked saggy, and there were huge stains on the room entryway carpeting. I called the front desk and they kindly changed rooms for me. On a positive note, the front desk staff was excellent, kind, and helpful. I checked into my second room in building I, and this one smells like BO and very strong cologne.Im so tired after a day of driving that I decided to get through it and stay put, but I seriously considered going back to the front desk to just get a refund and stay at an entirely different hotel. Its really warm and muggy in this room, both mattresses are saggy, and the room is just so dingy and disappointing for the price.I am hopeful that you can do something to help me. Thanks for your time.

  Business Response

  Date: 08/06/2022

  Hello ******,

  Again, we are sorry that we did not meet your expectation and we also appreciate your feedback for us to improve our service, Based on the conversation we had earlier we are willing to return half of your stay. If you have any questions please do not hesitate to give us a call back at **************.

  Thank you and have a wonderful day,

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

  Customer Service Manager

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

• Initial Complaint

  Date:08/03/2022

  Type:Customer Service 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.

  7/23/22- First of all I don't want to see an automated response from the Mt Olympus resort asking me on how to contact them to make my experience better, and they better not mention that customer satisfaction is their priority. Since it's clear that I tried to reach out to them to have things work for the best, but obviously the customer is not their PRIORITY. Shortly after arriving to our 2 queen size room, that was $572.43 for 2 nights, we noticed every single type of hair in the bathroom floor ( TERRIBLY GROSS), as well as in a shower towel. To add to it we found a bug, about 2 cm in size right on the covers from the bed. We were able to tell that the room hadn't been cleaned at all, since a pair of sunglasses were found, that didn't belong to us.When I called the front desk the personnel gave me the round around and got transferred 4 times, then I got the chance to speak to a very RUDE (want to be smart mouth) manager. I had to ask him on how he was planning on making things right, I even tried suggesting on having someone clean our room. The only lousy idea that he had was to give us some type of resort credit, which clearly declined it, since I will NEVER GO BACK. I had stayed at this resort many times over the past several years, and I have never ever been treated so dirty in their customer service as well as their dirty room. What's worst is having to pack up and leave after being there an hour to drive home ( with our family, total of 3 kids, celebrating a very special occasion, that got ruined for lack of interest of customer satisfaction). The ********************** is not even a resort, it's like a very cheap run down motel, except that their having you pay a high end price for a dirty room and RUDE (manager). After contacting them many times I finally got to speak to ******, ****** promises me to call me back and that he is looking into the issue, he has not return my call. This issue should have been resolved by now.Booking confirmation #**********.

  Business Response

  Date: 08/03/2022

  Hello *****,

   

  I would like to again sincerely apologize for all the issues you encountered while staying with us. We have also forwarded this to our safety director ***** for review. We will be contacting you about this in hopes to help and get more information. If you have any questions or concerns in the meantime please do not hesitate to give us a call and ask to speak with a manager.

   

  **********

  Customer Service Manager

  Customer Answer

  Date: 08/05/2022

  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.
  

  see attached scren shot
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/08/2022

  Hello *****, 

   

  Again due to the issues and per the notes in the reservation this has been forwarded to our safety manager for review. Booking.com has emailed us on your behalf as well. If you have any questions feel free to give us a call and ask to speak with a manager. 

   

  Sincerely, 

  Mt. Olympus Resort

  Customer Answer

  Date: 08/11/2022

  I have called this morning and I am given the round around to leave a message to gunner and that he would return my call. This hasn't happen after previous voice messages left, the last one was today 8/11/22.
  I have gotten nowhere since the initial incident date with then 7/23/22.
  I was told from the beginning that they were going to check the check in cards, to see if we didn't really stay and of that was the case, that we were going to get our money back.
  ***************************

  Business Response

  Date: 08/11/2022

  Hello *****, 
  
  Once again due to the issues and per the notes in the reservation this has been forwarded to our safety manager for review. Booking.com has emailed us on your behalf as well. If you have any questions feel free to give us a call and ask to speak with a manager. 
  
  Sincerely, 
  Mt. Olympus Resort

  Customer Answer

  Date: 08/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID Same response as the last messages. I have tried calling ever since this last response and left 2 voicemails, last Thursday. I haven't received a returned call.********, 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:07/26/2022

  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.

  I booked a stay at a Mt Olympus resort cabin for 7/24/22-7/28/22 under the name included in complaint form. Cabin *****. We are renting a cabin and I don't know why they would rent us one with a attached deck that has a broken board and nails sticking out of it, especially when we said we had kids with us. One of the kids already tripped on it and scratched his leg and another cut his toe open on the nail or board. When I called customer service all the guy said after I explained this to him is that he is going to send house keeping over to take a look at it and didn't really say anything else. I had to bring it up to him that he should take my cell phone number down to call me back if they need to move us anywhere else or anything.....you can tell the deck has been this way for some time also as it is weathered and discolored. Have photos if management needs. Cabin ***** it is now the next day and we still have not even been contacted back and I did not see anyone even stop by cabin to check on the issue. I paid $425 for our stay and would like a refund as we could not fully enjoy our stay and had to keep one of the children out of pools and such for entire day and a half because of his foot being cut.

  Business Response

  Date: 07/27/2022

  Hello ******, 

   

  We do apologize this has happened during your stay and are going to further look into this. We have also forwarded this to our safety director ***** for review. We will be contacting you about this in hopes to help and get more information. If you have any questions or concerns in the meantime please do not hesitate to give us a call and ask to speak with a manager. 

   

  Sincerely, 

  Amber C

  Guest Service Manager

• Initial Complaint

  Date:07/22/2022

  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.

  I arrived to our hotel 7/18/2022 and en route we realized that our room was offsite not in the actual water park as that would be hotel Rome. We waited 45 minutes to see if we can switch accommodations to only be hung up on. When we arrived we were placed in the closest room to the park and discovered our room was filthy (we have pictures) and dirty linen. I immediately called guest service and was initially told no house keeping because of covid. I then requested a change of room and was told that they were over booked and that they would make accommodations and when we go to the water park they would send house keeping. After coming back 6 hours we discovered they never came back and called guest service who said we can change your own sheets your in the room now we cannot clean or change and offered to come back next day. AGAIN no service came. Issue two was we were told we would have a crib for our 10 month old and instead we were given a dirty pack and play and said nothing else could be given so we had to go out and find our own sleeping accommodations. We made sure there was amenities for him because he has acid reflux and cannot sleep totally flat and in a pack and play that is the only way in addition to how soiled it was. By Tuesday the 7/19/2022 I spoke with a night manager and requested a minimum of a late check out for all inconvience including 90 min wait for toilet paper. He said only an hour accommodation could be done. I then on 7/20/2022 spoke with management ***** who initially was great and said night manager gave 100 dollar hotel credit but since we didnt know it would be refunded and most she could do was 50more until she talked to property manager. Here we are Friday 7/22/2022 ****** property manager hasnt responded to any calls and ***** ***** have changed to less than professional saying she wont do anything else. We requested at least half our money back.

  Business Response

  Date: 07/23/2022

  Hello, 
  
  We do apologize for the issues mentioned and have forwarded this information to all upper management. We will be looking into all the issues mentioned in hopes of correcting things for the future as we are always looking for ways to improve.  We do see that you were refunded $150.00 as well as given park tickets for a day of your choosing due to the issues you had while staying with us. At this time there is no more compensation to be offered. If you need further assistance please reach out to us and we would be happy to help. 

   

  Sincerely, 

  Amber/ ******

  Customer Answer

  Date: 07/23/2022

  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 am asking for upper management to get involved as ***** and ****** were the ones mentioned in the complaint and have refused any other management or corporate to help. I initially was supposed to get half and was tossed around in circles yesterday between ***** and ******. I also rejected the passes as I would never go back  .]
  
  Regards,
  
  *****************************

  Business Response

  Date: 07/26/2022

  Hello *******,

   We are sorry that the compensation offered was not enough and we are sad to hear that you will no longer give us chance to make it right for you on your next visit. Upon reviewing on your reservation there was no half refund that was promised aside from the $150 and park passes, Unfortunately 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 park passes that was offered for you and your family will always be on the table. ****** and ***** are part of the upper management and unfortunately due to being family owned resort we do not have corporate office. If you have any questions please feel free to reach out to us at ************** or email us at ************************************************.

  Thank you and have a wonderful day.

  Mt. Olympus Resort

  Customer Service Team

• Initial Complaint

  Date:07/21/2022

  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.

  We stayed at this resort 7/18-7/21 under the impression amenities listed online by the company would be what we received. This company instead had over half of the entire resort shut down, and refuse to compensate for the fact that they had false advertisement on their website, which resulted in our paying over $500 for things we had zero access to that we were told we would.

  Business Response

  Date: 07/21/2022

  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 you made the reservation online on 06/28/2022 and we did send you a confirmation letter that states everything on it. Also, in the confirmation letter that we send you there is a link that you will find our Park Hours and it's clearly stated in our Website "Our Indoor Waterpark (excluding Medusas new Expansion) is under renovation and will reopen September of 2022. The New Indoor Expansion featuring Medusas Slidewheel is open Year round!" 

  Your reservation is non-refundable, However we would like to refund you $168.37 for the inconvenience you felt in our resort. Thanks again, and we wish you all the very best in your future. 

  
  
  Sincerely, 

  
  Customer Service Team
  Mt. *********************************************

• Initial Complaint

  Date:07/18/2022

  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 was staying in cabin ***** and the people in cabin ***** stole my shorts and burned them in their fire pit. I contacted management and they would do noting to make the issue right.

  Business Response

  Date: 07/29/2022

  Hello ******,

   

  Unfortunately we are not reliable for your belongings. We do apologize this happened to you however one of our managers on property came to assist when this happened and the other guests that apparently did this apologized and offered to pay for your shorts. We also offered you $20 as compensation for the situation and you denied this as you kept demanding a free night stay. No compensation will be given. We hope you have a great day. 

   

  Sincerely, 

  Mt. Olympus Resort