ComplaintsforMt. Olympus Water & Theme Park Resort

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/16/2023 my family friend booked me, my wife, and daughter a vacation. Upon arriving I was told at the counter that my friend needed to be present in order to check in. Since my friend was not with us I was told by the desk clerk that she would cancel that reservation and I could make a new one. I went on to make a new booking at Booking.com. When I went back up to a different clerk, for some reason outside of my knowledge the original booking had not been canceled. The clerk proceeded to check me under the first booking leaving my newest booking still open. When me and my family got to our room not only was there a strong odor coming from inside, there were black hairs on our bath towels, black hairs in the fridge, crumbs on the floor, a bug crawling across the floor, as well as one of our mattresses smelling like Urine, and dirty sheets and comforters. I called down to the front desk (6pm) and was told " Someone will be up there shortly to check the room". Some time had gone by and it was now 7pm ( the park would be closing at 10pm) I called back again and didn't get an answer, I called back at 7:06pm and was told that they should be coming soon. It was now 8pm and I didn't want my child to miss out on a days fun, I figured they would come check the room while we were out. That did not happen. We came back to the room under the same conditions. That next morning I bumped into a housekeeper and she apologized and agreed that our mattress did have a urine smell, she cleaned the room and gave us some fresh towels and blankets. We made it work and literally all slept in one bed AGAIN. I called again and I was even more frustrated and still got the same answers. Upon checking out I realized that my other booking was never canceled. I called the hotel and told them I wanted my refund for that booking, only for them to offer me credit. I would like my money back, the experience there was one of the worst. I have pictures for proof of everything.

  Business response

  08/27/2024

  Hello ****,
  
  Thank you for contacting us. We apologize for any inconvenience caused. Upon reviewing your reservation, we found that you had two reservations, one of which you had already checked into and received wristbands for. 
  
  
  As a result, we will cancel the reservation made through Booking.com for the amount of $516.31 and provide a full refund for this booking.
  
  If you have any further questions or need assistance, please don't hesitate to reach out to us at **************.
  
  Kind Regards,  
  Mt Olympus Resort

  Customer response

  08/27/2024

  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 

  Ive only received a refund of $0.69! I was told I would be receiving the total $516.. where are the rest of the funds? 
  
  Regards,
  
  *************************

  Business response

  08/28/2024

  Hello ****,

  I hope this message finds you well.

  We processed the refund on our end on 8/27/2024. Please allow 5 to 7 business days for the refund to reflect in your account, depending on your financial institution.

  If you have any questions or need further assistance, please don't hesitate to reach out by replying to this email or contacting us at **************.

  Kind Regards,

  *****.K

   Mt Olympus Resort

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I only have a problem with the $75 resort fee. We weren't located on site, the room conditions were substandard, and everything was on us to travel to get to the amenities. The water was freezing and not at all heated. I had been told that the resort fees covered maintenance and upkeep of the facilities. The mattresses didn't even fit the pedestals they were placed on. Lights were burnt out.

  Business response

  08/12/2024

  Hello ****,

  Thank you for taking the time to share your recent experience. It is true the room that you chose during your online booking is an offisite room. This is explained on our website as being a lower cost option at the cost of being further away from the parks. As for the room concerns, and after reviewing your reservation, it does not appear that any mention of this was made. Due to this the resort was never offered the opportunity to validate your claims, or provide a resolution i.e comp upgrades, complimentary items etc. As for the weather conditions and outdoor pools not being heated, while we cannot control the weather, as a gesture of good faith we would be willing to offer you park passes to return for the day with your family. This has been noted on your previous reservation with us. This offer can be redeemed by giving us a call at ************ and requesting to speak with a manager. Thank you again for reaching out to share your feedback.

   

  Sincerely,

  Customer Service Team

  Mt. Olympus Resorts 

   

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reserved two rooms at the hotel on the phone with one of the representative by the name Sel extension number 5819, for Saturday night July 27th 2024. I discussed the room with the salesman 2 days to get a room in the main hotel finally second day midnight he called me convince me there are two rooms available in the main hotel but the price is very high which is $527 per a room if I take it I will accept it and I reserve those rooms and pay for it. Once I got there they told me I'm sorry the rooms are being giving away there is no room available. they give me two rooms outside of the resorts 45 minutes walk from the resort, we were 12 people four kids and one handicap. They give us a motel room not a hotel no facility, smoking pot area far away from the resort and the value of those rooms are not more than $50 a night we couldn't enjoy at and couldn't use theme parks because it's too far (45 minutes) to walk. just we spend the night hardly and we left early morning back home. We try to cancel the whole reservation but they did not want to cancel it and they told us only we can do give you a different room they give us that rooms which is $400 a night actually those rooms are not more than $40 a night. Already I called to the resort I spoke to the supervisor and she told me she cannot do anything. I am asking a full refund of my money.

  Business response

  08/01/2024

  Dear *****,
  
  Thank you for bringing this matter to our attention. I sincerely apologize for the inconvenience and disappointment you experienced during your recent stay with us. Your feedback is incredibly important, and I am committed to addressing your concerns thoroughly.
  
  I understand you reserved two rooms for the night of July 27th, 2024, and upon arrival, were informed that the rooms on site were no longer available and were instead provided with alternative accommodations. I apologize for any distress this caused, particularly given the size and needs of your group, including children and a handicapped individual.
  
  Please note that room availability is subject to change, especially during busy weekends, and unfortunately, your originally requested rooms were booked quickly. We did our best to accommodate your group by offering available rooms and providing a $20 resort credit as well as a discount to move you to another suitable room.
  
  While I understand that the alternative accommodations were not ideal, I regret to inform you that we will not be issuing a full refund for your stay. The resort credit and discount were provided as a gesture of goodwill to mitigate the inconvenience.
  
  Once again, I apologize for any inconvenience and appreciate your understanding. If there is anything else we can do to assist you, please do not hesitate to reach out.
  
  Warm regards,
  
  **************
  Customer Service Manager
  Mt. *********************************************

  Customer response

  08/02/2024

  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.

  The reservation was not mad online, I stated on my first statement earlier, it was reserved and conformed by your representative ( Sel )calling me three times up to midnight back in forth and paying higher price $1054 for the hotel not for the  Motel. it means the resort management is not keeping their promise and  professionally managing their service, My total of ten families and I will no longer book your resort and write negative reviews to the communities and all social medias.

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

  Business response

  08/07/2024

  Hello *****,

  
  Thank you for contacting us. Upon reviewing your reservation, it shows that you paid for the "2 to 5 minutes to the park" option, as indicated in your confirmation email prior to your arrival. We also noted that you experienced a similar issue with a past reservation dating back to 2016, which suggests you are aware of the different proximity options to the park, namely "2 to 5 minutes" and "0 to 1 minute."

  
  To address the current issue, we offered you a $20 resort credit, which has been utilized. Additionally, we adjusted the rate on your reservation, resulting in a price drop and a total refund of $266.45. This refund includes $128.59 for the first reservation and $137.86 for the second reservation.

  
  If you have any further questions or require additional assistance, please do not hesitate to contact us at **************. Our staff will be more than happy to assist you.

  
  Warm regards,

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

  Mt Olympus 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

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When booking the room online you see wonderful pictures of the main resort. When you show up for check in you find out youre in one of the many run down buildings located off premises from the water park. After discussing the issues with the first room, humid and hot from being located next to the pool despite having the A/C blasting, no cell service, no wifi, extremely dated furniture, and disgusting bathroom we offered to move to another building. We were assured its better. We get here and its cleaner, but very barren feeling. It was the loudest hotel Ive ever been in, with not being able to fall asleep until way past 1am when the hotel scuttle finally settled down enough. I did end up having to call the desk and complain because of the racket and they sent security to help quiet the hotel down. You would think when spending roughly 290$/night youd be met with decent commendations but this has been without a doubt the worst money Ive ever spent on a hotel/park. Absolutely no value. My family of 8 all agrees we are NEVER doing this again. 1/10

  Business response

  07/31/2024

  Hello,

  
  Thank you for taking the time to share your feedback regarding your recent stay at Mt Olympus Resort. We sincerely apologize for the experience you and your family had during your visit. We strive to provide our guests with a comfortable and enjoyable stay.

  
  Please be assured that we are addressing these issues with our team to prevent future occurrences. We value your feedback and would like to make things right. If you could provide us with your booking details, we will review your case and see how we can rectify this situation. Please reach out to us at **************.

  
  Once again, we apologize for the inconvenience and hope to have the opportunity to regain your trust in the future.

  
  Kind Regards,
  Mt Olympus Resort

• 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

*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. ↩