ComplaintsforMt. Olympus Water & Theme Park Resort

• 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,
  
  ***********************

• Initial Complaint

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Online it stated that all attractions are open and when I first went to check in they also stated that all attractions were open. Once we got there it was very clear that not very many things were open. The first hotel they put us in was DISGUSTING. It was hot and smelled terrible. It was dirty and gross and when I went I called customer service they tried to move me to the another room in the same building that was also dirty. I ended up paying an extra $185 so I can stay in the resort because those have to be better right? Wrong, the floors are peeling, the bathroom is small, there is 0 storage space for your stuff so everything is just everywhere. The halls smelt like cigarettes and weed and made me sick. The only things we could really swim in were the super small pool in the indoor park and the kids splash pad. But those pools were OVERCROWDED. The water was foggy and gross and the chlorine burned my eyes so bad. The kids there were hitting and pushing and the life guards were barely paying attention to anything. My middle daughter got injured and was bleeding and the life guard said she couldn't help me. When my daughters did the go kart, it ended up breaking down. We ended up leaving the park and went bowling because there was literally nothing to do here. It was extremely over crowded and the other guest were extremely rude. The police were here multiple times during our stay because of how awful the other guest were. When I called to ask for a refund since we paid almost $500 and didn't get to enjoy ANY of the park the lady told me she could give me a credit and free pass. Which at this point I don't think I want to come back. She said I failed to talk to the right people but who am I supposed to talk to? I spoke with lifeguards and employees and none of them could help me. They couldn't even give me directions to the parking lot. I would have been more likely to return if this situation would have been handled the right way

  Business response

  06/02/2024

  Hello *******,
  
  We sincerely apologize for the inconvenience you experienced during your stay. Based on your feedback, we understand that the situation was far from what you expected and deserved.
  
  As you checked in on 5/31/2024 for a two-night stay, please keep in mind that we are weather permitting, as mentioned on our website, which may have affected the availability of some attractions. We apologize for the room issues you faced and for the inconvenience caused.
  
  We are processing a refund for the $185.20 you paid for the upgrade as compensation for the issues you encountered.
  
  If you have any further questions or need additional assistance, please feel free to contact us directly.
  
  Thank you very much for bringing these issues to our attention.
  
  Best regards,
  
  Mt. Olympus Resort
  

  Customer response

  06/03/2024

  [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 ********, Thank you for understanding. We will give it another go during warmer weather 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today in ***************** is raining. We have stayed with mt olympus 2 times in the last 3 years and 2 years ago we had mouse p*** in our room and were not offered even a new room, we left. This time we stayed and the rain forced the close of every attraction except one. The website does not show closure of the indoor facility clearly. The website allows you to view tabs on the side bar. One of which says attractions. I clicked it and the indoor tab when I was booking my trip. I saw clearly that the indoor stuff had a pop up under it saying check availability. Each ride indoors has a picture, a description and info. Then a tab to book a room based on the ride you view pops up. The indoor rides do not say closed anywhere. The rooms are able to be booked with images of closed rides directly advertising them. I called today since no one at the check in informed us of closures, and the manager offered us nothing to help. We now have no attractions to do, check out is 10 am and the rain won't stop until around 1 maybe. We will be leaving with bummed kids and feeling highly misled and frustrated bc the advertising of this place shows outdoor stuff, and when we came 6 years ago it all was open. The date today is June 1st.

  Business response

  06/01/2024

  Hello *******, 

  We appreciate you contacting us. We sincerely apologize for any confusion regarding the availability of our indoor parks during your recent stay.
  
  We understand that you were unable to enjoy them on your departure day. Unfortunately, as noted on our website prior to booking, only our indoor expansion was operational during your visit.
  
  For your future reference, our website provides a detailed listing of all attractions, including their specific operating days and hours. Additionally, the website allows you to check room availability, which may have inadvertently caused some confusion.
  
  Once again, we sincerely apologize that you were unable to experience the indoor parks due to scheduling limitations and outdoor parks due to weather.

  If you have any questions please feel free to call us at **************.

  Thank you,

  Mt. Olympus Resort

  Customer Service Team

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My reservation # is *******. I booked a stay with Mt Olympus for June 2024 timeframe and just saw on ******** and many other platforms that they are now offering free outdoor waterpark passes this summer. I do not want to go anymore because I don't want to go to a really packed waterpark. I asked to cancel but was told I won't get my money back. I don't want a credit for a future stay- I want a refund please.

  Business response

  04/24/2024

  Hello ****,
  
  I trust this message finds you well.
  
  I wanted to reach out to you regarding your recent reservation with us and the concerns you raised about the free water park passes. 
  
  Upon reviewing your reservation, I understand your apprehension about the potential for overcrowding at the water park. While our standard policy states that reservations made online are non-refundable, as clearly outlined both before making the payment and in your confirmation email, we strive to accommodate our guests to the best of our ability.
  
  Given the circumstances, we would like to offer you the option to cancel your reservation with a goodwill credit. This credit will remain valid for up to 5 years, affording you the flexibility to reschedule your visit to a time that better aligns with your preferences and ensures a more enjoyable experience for you and your party.
  
  We understand the importance of providing our guests with peace of mind and flexibility, especially during uncertain times. If you choose to proceed with this option or if you have any further questions or concerns, please do not hesitate to reach out to us at your earliest convenience. Our dedicated team is here to assist you every step of the way and ensure that your needs are met.
  
  Once again, we appreciate your feedback and understanding. Thank you for choosing Mt. Olympus Resort, and we look forward to the opportunity to welcome you in the future.
  
  Best regards,
  Mt Olympus Resort.

  Customer response

  05/01/2024

  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.
  
  I am canceling over a month in advance. On top of my original reason to cancel my stay,  I have seen numerous complaints about bed bugs and really want to avoid any issues with this resort so I'd really appreciate a refund instead of a credit. I can understand keeping a cancellation fee of some sort but to say I have a credit that I can use within 5 years doesn't make sense to me. 
  
  Regards,
  
  *********************

• Initial Complaint

  03/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The business is using deceptive advertising. I recently made reservations to attend my grandson 8th birthday celebration. I am a first time visitor not familiar with the location. There was an option to "pay now" to receive half on rooms. The room options were 0-2 minutes from park or 2-5 minutes from park. The prices were a difference of $105. I Reserved the later due to the timing to arrive was not far. I later learned that the option for 0- 2 miles was actually located within the same building of the Waterpark. My option is located within a separated building. As a new customer how would one determine this. I've attached the details for review. If the language was used to describe the exact location of the room being within the same building as park verse the minutes differential a consumer would of had a chance to react accordingly. The pricing may have been affordable then unlike now that the offer isn't available to me. It is a deceptive practice that business use to lure the individual and not be clear. I didn't learn about the difference until a family member advised. When I call to confirm I was told of the difference of ***************** I was told both rooms are the same. Only difference is the walls have wall paper with decols & the floors are wood. Verses bare ******************** My monies are few & far between. I paid $309 for a 3 day stay. It's unbelievable that a consumer as myself have to be subject to unworthiness of this business taking advantage of me. I

  Business response

  03/18/2024

  Hello *****,
  
  It appears there may be some confusion regarding your reservation, and I'd like to address it promptly.
  
  Firstly, regarding the proximity to the park, our website clearly states that rooms are available within 2 to 5 minutes from the park, as well as options within 0 to 1 minute.
  
  The 50% discount has been applied because you selected the pay-now option during the booking process. This option presents the total price for the room, inclusive of taxes and any applicable fees, including the resort fee, which is disclosed in the policies before making the payment. It's worth noting that every resort in *************** has a Resort Fee.
  
  Reviewing your reservation made online for arrival on 4/5/2024 for three nights for 2 people, it seems you selected a Standard 2 queen room, the most economical option for the duration. To upgrade to the main resort, there's an additional charge of $140.31 for the entire stay. However, as a gesture of goodwill, we're pleased to offer you a complimentary upgrade to the Main Resort Hotel Rome. You will be receiving a new confirmation email shortly.
  
  Should you require further assistance or have any additional questions, please do not hesitate to contact us. We're here to ensure your stay meets your expectations.
  
  Warm regards,
  *******************
  Customer Service Manager
  Mt *********************************************

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They have bed bugs and didn't disclose! They are still accepting customers and not telling them.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a room at **. Olympus at *****. I was charged *****. I called to cancel both with the hotel and the booking service despegar. The charge on my checking account was from Mt. **********************. I did not want or use the room after being overcharged.

  Business response

  01/23/2024

  Hello *******,
  
  
  I trust this message finds you well. I wanted to provide you with details regarding your reservation made on 1/17/2024 for one night via Expedia, scheduled for 01/18/2024. The average nightly rate was $33.66, with taxes and resort fees totaling $33.66, bringing the total to $67.32.
  
  As of now, we have not received any cancellation requests via Expedia as the reservation was a NO SHOW. It's important to note that upon making the reservation, we sent you a confirmation email outlining the cancellation policy, which is as follows:
  
  
  Cancellation policy: In the event you must cancel your reservation, you must cancel at least 72 hours prior to your arrival date with a $30 processing fee. Cancellations within 72 hours of arrival date and No-Shows will be charged the first night with taxes and fees. Early departures and no show reservations are subject to the same cancellation policy.    
  
  
  However, you are still able to use the money as a GOODWILL credit to make a new reservation for the future. The goodwill credit is valid for up to 5 years. 
  
  
  
  Should you have any questions or if there's anything we can assist you with, please don't hesitate to reach out. Your understanding and cooperation are greatly appreciated.
  
  Warm 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. ↩