ComplaintsforMt. Olympus Water & Theme Park Resort

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please assist, I paid Booking.com to stay at MT. Olympus on 6/26/2024 for the dates of 6/28-6/30. After days searching for a great deal, I was convinced by the representative and supervisor that I was getting the best deal. I was supposed to get a bunk bed and 2 queen **** and remain in the main building. I immediately called MT. Olympus to verify my room style and I was told 2 queen **** only, immediately I request to cancel I was told no. I explained to the representative and still no. I also, called Booking.com back and I was suppose to get a call back still today no call. The services provided despite the assurance of a well organized and enjoyable experience issues arose not only disruptive also preventable. Issue include incorrect booking details which significantly diminished the quality of our vacation. Furthermore, attempts to resolve these issues met with inadequate responses and lack of urgency. This lack of support is disrespectful and inconsiderate has caused considerable disappointment for us. I request a full investigation outlining how this would be rectify immediately I am hoping for a cash refund. I look forward to your prompt and satisfactory resolution to my concerns. Also, I was sent a receipt that doesn't reflect what they took out of my account.

  Business response

  07/25/2024

  Hello *****,
  
  Thank you for your message.
  
  Your reservation was made for 6/28/2024 for 2 nights. As per the cancellation policy, the reservation is non-refundable, which is stated in your confirmation email. However, we understand that plans can change, and we are pleased to offer you the option to use the amount paid as a goodwill credit for a future stay with us. This credit can be used within the next 5 Years.
  
  If you have any questions or need further assistance, please feel free to contact us.
  
  Best regards,
  ************
  Mt. Olympus Resorts

• Initial Complaint

  07/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Went to the hotel for a coaching tournament as it was booked by my organization I work for. When we arrived, they were unable to check us and the team/staff in because they said the card that reserved/booked paid for the room, didnt match my name. I asked to speak to the manager, the manager ***** said that we cannot check in with the company credit card that booked the trip for the team because it would be fraud so he could refund the card. If the card is already charged and rooms paid for, how would that not be fraud ? The school/company offered to have the hotel call them to okay the check in/ or email. ***** was very unhelpful and only made the situation worse. I asked for his manager and he gave me another card with the name ****** (who was also a front desk manager) and wasnt there, so which didnt help us at all. Not only did he inconvenience us (the company, the team members, staff) but we also had to pay out of our own pockets and wait at the front desk for OVER AN HOUR. The transaction was not quick and smooth, as it shouldve been since we had to pay ourselves, but he had us pay for each transaction separately. I asked for his manager or supervisor and he would not disclose any names. He also did not have a name tag on, and was reluctant to give me his name. Our company/business will never book with this hotel again, and will also let other organizations to do the same. One room of the staff members had no hot water, and another staff couldnt get into his room and the front desk had to call another member who booked it in order for him to enter. We are highly dissatisfied and would have canceled it all together, but had no choice as we had a large group of people.

  Business response

  07/17/2024

  Dear ******,
  
  We deeply regret the inconvenience you and your team experienced during your stay. We understand how frustrating it must have been to encounter issues at check-in, especially after a long journey.
  
  Our hotel policy requires the physical presence of the card used for booking, along with a matching ID, to prevent any instances of fraud. We recognize that this can be challenging when bookings are made by organizations on behalf of their employees. While our intention is to ensure the security and integrity of transactions, we understand that this policy caused significant inconvenience in your case.
  
  We are sorry to hear that the situation did not meet your expectations. We will address this internally to ensure better assistance and clearer communication in such circumstances.
  
  Additionally, the issues with the hot water and room access are unacceptable, and we apologize for the discomfort and delays caused. We will be reviewing these matters to prevent future occurrences.
  
  Your feedback is invaluable, and we are committed to improving our services. If you are open to it, we would appreciate the opportunity to discuss this further and make amends. Please contact us directly at ****************.
  
  Thank you for bringing these matters to our attention.
  
  Sincerely,
  
  **********
  Customer Service Manager
  Mt. *********************************************

  Customer response

  07/17/2024

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

• Initial Complaint

  07/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We had originally reserved this motel for 5 days. When getting to the room, we found it was not what we had been led to believe according to the pictures on the website. After being in the room for a few hours, we found bugs in the room. Upon bringing this to the attention of the front desk, they only offered to switch us to two smaller adjoining rooms. We then requested compensation for being misled and finding bugs in the room. They offered to refund an amount which didn't even cover one day of the stay and only on the condition that we signed a liability waiver and confidentiality agreement that blatantly states they will "pursue legal remedies" if we violate it. We obviously refused this ridiculous request. Upon checking out early, they then refused to refund the other days and refused to give us any sort of paperwork proving we checked out early.

  Business response

  07/25/2024

  Dear ********,

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and discomfort you experienced during your stay. We take such feedback seriously and strive to improve our services based on our guests' experiences.

  To resolve this matter, we have processed a full refund for your stay. We appreciate your feedback as it helps us improve our services and avoid such issues in the future.

  If you have any further concerns or questions, please do not hesitate to contact us. We hope you will consider staying with us again so we can provide you with a better experience.
  Thank you for your understanding.

  Best regards,
  
  **************
  Customer Service Manager
  Mt. *********************************************

  Customer response

  07/31/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Most disgusting hotel stay for the amount of money paid. You'd think with all the money they charge for the water park passes and the parking passes, the cost of food and drinks they could improve the stays. I do not recommend at all and the owner should be ashamed! Yuck

  Business response

  07/13/2024

  Dear *****,

  Thank you for taking the time to express your concerns about your recent stay. We sincerely apologize that your experience didn't meet the high standards we set for ourselves. We aim to ensure every guest has a truly enjoyable experience, so we're disappointed to learn we fell short of that goal.

  We reviewed your reservation and understand that we offered to relocate you to a different room to address your concerns. However, we respect your decision to decline this solution. While your reservation was non-refundable, we went above and beyond by dropping a night and issuing you a refund.

  If there are any additional issues you'd like to discuss, please don't hesitate to call me directly. We value your feedback and appreciate your willingness to share it with us. Once again, we sincerely apologize for any inconvenience caused and appreciate your understanding as we strive to continuously improve.

  Best regards,
  
  ***************;
  Customer Service Manager 
  Mt. *********************************************

  Customer response

  07/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It was offered and advised it would take ***** minutes for the security to take us to our new room, mind you it was 11pm and I had a 4 year old that needed a bed to sleep in. If one room was that terrible I could only imagine what the next one would be like beings people were smoking on the floor below us as the whole area smelled strongly of cigarette smoke.  The refund was not offered which it should have been and I should not have had to ask for it!  Terrible customer service on your part. There are multiple ****** reviews with multiple complaints that need to be addressed with the BBB. Maybe if you were registered with them real corrective action would be taken place. The more I communicate with family and friends the more I feel like an idiot trying to plan a family summer trip at this resort! Totally disgusted and will never return! 
  
  Regards,
  
  *********************

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My stay was disappointing as the indoor park was mostly closed and we had bad weather so we literally used the little arcade and sat in our room. I was really hoping to enjoy a hot tub but none were available. The next day riding the go karts is my biggest issue, people aren't shown or told good enough how to use them. After our laps you pull the cart back in and need to go slow, we'll I was hit HARD from behind ( I've been hit before NEVER like this). It was a young girl. It was so hard the attendant looked alarmed and came to ask if I was ok. I got an instant headache and later that night my neck is sore, headache won't go away, tired and nauseous. I have suffered a concussion. Please educate people better before riding. If it was a little kid that got hit so hard and got a concussion and didn't know the side effects or to tell a parent wouldn't be good.

  Business response

  06/30/2024

  Hello ******, 
  
  Im sorry to hear about your disappointing stay and the issues you experienced at our facility. We take such feedback seriously, especially concerning safety and guest experience.
  
  To assist you further, we need to locate your reservation details in our system. Could you please contact us directly with your reservation number or any other booking details? This will help us address your concerns more effectively.
  Thank you for bringing this to our attention, and we look forward to resolving this matter promptly.
  
  Best regards,
  
  **********
  Customer Service Manager
  Mt. *********************************************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Oh man, what ISNT wrong with this place? First, we were mislead with our booking and shown a room that we werent going to get. Then we were placed in one of the 30 odd out buildings that the resort owns. That room had no working internet and the lights stopped working about half an hour into our stay. Then I called to see if we could be upgraded to the actual hotel and they told me that it would be another $300 to upgrade for the 2 nights we were staying. THEN when we got to our room, there was NOTHING but people running up and down the halls, yelling and screaming. Slamming doors, knocking on doors and walls and just stomping around in general. Then the people that were next to us tried to open the connecting door to our room and knocked on that too. At 10 oclock at night. Also, there is absolutely no insulation AT ALL in these rooms because I can hear the convo next door word for word. This is seriously THE WORST hotel Ive ever stayed in. And Ive been coming to ***************** since I was a kid. Ive never had an experience like this. Ill just remember to NEVER stay here again. Ill stay at the ********** or the ********. Thanks.

  Business response

  06/20/2024

  Hello ****,
  
  We sincerely apologize for the inconvenience you experienced during your stay. After reviewing your reservation, we noted that the room you initially reserved was located 2 to 5 minutes away from the park. To enhance your experience, you were offered an upgrade to a room in Hotel Rome with a $30.00 discount, and you paid $126.90 for this upgrade.
  
  Given the issues you encountered, we understand your frustration and would like to make it right. As a gesture of goodwill, we will process a full refund of $126.90, the amount you paid for the upgrade. 
  
  If you have any questions or need further assistance, please don't hesitate to reach out. You can reply to this email or call us at **************. Our dedicated team is here to help you in any way possible.
  
  Thank you for your understanding, and we hope to have the opportunity to welcome you back to Mt. Olympus Resorts in the future under better circumstances.
  
  Best regards,
  Mt. Olympus Resorts

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Management,I hope this message finds you well. I am writing to express my extreme disappointment and frustration with the recent experience my family and I had at Mt. Olympus Resort.We have been loyal patrons of Mt. Olympus for years, and we have always enjoyed our stays at your resort. However, our most recent visit was cut short by several unacceptable issues that significantly impacted our experience.First and foremost, upon arrival, we were shocked to discover that the indoor water park, which has always been a highlight of our visits, was closed without any warning. This was particularly distressing as we had anticipated introducing our daughter, who is not yet one year old, to the joys of swimming. Unfortunately, due to the cold water we could not use any of the outdoor waterpark. Furthermore, we encountered additional inconvenience when we discovered that the hot water in our room was not working. This left us unable to properly bathe ourselves and our daughter, which is especially concerning considering the health and hygiene needs of a young child.These issues compounded to create a highly unsatisfactory experience for our family, and we feel that our expectations as valued guests were not met. As a result, we made the difficult decision to cut our stay short and leave a night earlier than planned.I am writing to request a full or atleast a partial refund for our stay. We believe that this would be a fair resolution given the inconvenience and disappointment we experienced during our recent stay.I sincerely hope that you will take our feedback into consideration and take appropriate steps to address these issues to ensure that other guests do not encounter similar problems in the future. We have always held Mt. Olympus Resort in high regard and would like to continue our patronage in the future, but our confidence in the quality of your services has been significantly shaken by this experience.

  Business response

  06/14/2024

  Hello ******,

  Thank you for taking the time to share your recent experience at Mt. Olympus Resort. We sincerely apologize for the disappointment and frustration you encountered during your stay, especially with your young daughter.
  
  We understand your disappointment regarding the closure of the indoor water park with the exception of the expansion. We strive for transparency and apologize that we were unable to notify you directly about the closure before your arrival. It's important to note that this information is available on our website before booking a reservation.
  
  We are truly sorry to learn about the malfunctioning hot water in your room. This falls short of the standards we set for guest comfort and hygiene, particularly with a young child. We wish we had been notified during your stay.  Had you let us know about the issue, we could have offered to move you to a different room or provided alternative solutions. Unfortunately, with your early departure we won't be able to provide a refund as the room remained occupied on our system due to no notice. 
  
  To show our appreciation for your loyalty and to regain your confidence, we'd like to offer you complimentary water park passes for a future visit. We hope this will give you and your family another chance to experience the fun of Mt. Olympus.
  
  We appreciate your feedback and will use it to improve the guest experience.
  
  Sincerely,
  
  Mt. Olympus Resort **************** Team

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a trip at mt olympus building 29, I was not happy when I went to wash my hands and saw the cigarette smoke residue on the towels and the edging of the counter, spiders in the bathtub, in the corner and in the bed, mold growing in the air conditioner and in bathroom fan, and the door being broken and unable to lock it was to the point where all you had to do was push on it to get it open. The floor was dirty, and the tub was clogged so it wouldn't drain. We were told by hotel staff the water park on the inside was closed, when it was not closed, and false hours on the website.

  Business response

  06/10/2024

  Hello ****,

  We appreciate you bringing this to our attention. We sincerely apologize for the inconvenience you experienced during your recent stay. To show our appreciation for your feedback and in hopes of regaining your trust, we'd like to offer you a 15% discount on a future stay with us. If you have any questions or concern please do not hesitate to call us at **************.

  Thank you,

  Mt. Olympus Resort

  Customer Service Team.

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Paid $123.45 to stay at ************************* resort and on 6-7-2024. When we checked in which we couldnt do until 4pm because they were cleaning, the room smelled like an ash tray. I told them thats not acceptable so they told me to wait back in line and they will move me to a new room, they did but it was on the second floor opposite of elevator's, took us over 1 hour to find with the staff not helping at all. That room also smelled terrible and the counter had a brochure literally stuck to it. No toilet paper either. Then at the amusement park on pagesus, our seatbelt came undone and the bar was stuck down. I waited over 10 minutes while trapped in the cart. The employees were rude about that telling me it happens all the time and they loaded people into that cart with a broken lap belt after it took 10 minutes to get me out of it. Everything involving them was a nightmare. The rooms are filthy, the park has broken things on rides that they blatantly wont fix. It was embarrassing I took my wife to such an awful experience. I still havent gotten my deposit back after checkout either.

  Business response

  06/19/2024

  Hello **********,
  
  Thank you for your feedback. I apologize for the poor experience you had during your stay at Mt Olympus Resort on June 7, 2024. The issues with your room and the amusement park are unacceptable, and I will address these with our staff immediately.
  
  I understand your frustration. In the future, please call us during your stay so we can resolve any issues right away. Safety and cleanliness are our top priorities, and we will take steps to prevent these problems.
  
  As an apology, we would like to offer you a discount on a future stay and summer park passes. We hope you will give us another chance to provide a better experience.
  
  Sincerely,
  
  **********
  Customer Service Manager
  Mt. *********************************************

  Customer response

  06/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  06/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mt Olympus will not refund our money after weve cancelled our reservation. They charged us $847. 37. We made our reservation on April 17, 2024. Our reservation is for June 24, 2024 till June 28, 2024. After reading all the reviews, we DO NOT feel safe to continue our plan staying at this place so we called them back less than 10 minutes after making the reservation and told them we want to cancel it. They cancelled our reservation but refused to give us our money back. It is NOT right to keep someone elses money especially when we didnt get to used the services. We are writing this complaint to see if BBB will be able to help us get our money back hoping we can resolve this issue before we hire a lawyer. Thank you for your help. Sincerely, ****** and ***********************

  Business response

  06/09/2024

  Hello ******,

  We appreciate you contacting us and providing your feedback.
  
  However, we must inform you that the reservation you made has a non-refundable cancellation policy, which was clearly communicated at the time of booking.  Due to this policy and the ongoing dispute process with your financial institution, we are currently unable to offer a full refund.
  
  As a gesture of goodwill, we can extend a credit for future use. 

  Thank you,

  Mt. Olympus Resort 

  Customer Service Team

  Customer response

  06/09/2024

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

  Your agent DID NOT clearly disclose the Non-refund, Policy! That was made clear to us AFTER we've received the confirmation of the reservation. We would have considered going to your Water Park but after reading all the reviews about your place, We DO NOT feel safe to go to your place. We do not want credit; we want a Full refund of our money. That is almost $900 you are stealing from me, my husband and my 3 kids! We have to cancel our vacation because your company refused to give us our money that we worked so hard for! Just because you have a Non-refund Policy, that you DID NOT disclose clearly, it doesn't make it right to keep OUR money! You might think you can get away with this, But God is watching, and he will give his judgement to all you people who takes advantage of others. No sympathy, No Empathy, NO NOTHING!

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

*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. ↩