ComplaintsforChula Vista Resort & Waterpark

• Initial Complaint

  12/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I Purchased a vacation package on 10 21 2021. The cancelleation policy was full refund if cancelled before November 21 I cancelled on November 5 2021 I was to receive a full refund. I have all of this in writing from them, yet they refuse to refund my money to me

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we stay in ***************** 4-6x a year. my family use to come to this resort many years ago and decided to give it a try. it was my 40th birthday we drove up for the night from chicago 12/11. my husband checked us in. got into room and looked good until my toddler found f**** on the corner of the room, i still dont know if it was animal or human it was disgusting and wanted to puke. we called the front desk they advised hotel was at capacity and they wouldnt be able to change rooms. my husband cleaned it up and we went down to the waterpark to try and have fun and unwind. waterpark was pretty cold, met another couple with a child who complained how cold it was for them and they baby as well. went up shortly after and left the resort. when we returned went down to giftshop and was 8:00 on the dot, doors were already shut and lights off. lady with **** hair saw us standing there and pretended not to. wasnt even 801. the last straw was we called the front desk early am to see if we could checkout 30 min later they said no he was very rude and said someone was checking into room, i called back and asked to speak to manager a lady answer and she was VERY RUDE worse then the man. she said she was taking down my info to have the manager called, shocker never called. i run a very large popular resort and this is not how to treat guests, never in a million years. and to lie was also bad, i doubt someone was directly checking into our room, people book by room type unless they lover a certain room which there was nothing special about our room. lady at front desk argued with me for a while. we left the resort at 9am as fast as we could. so we had f**** in our room and horrible customer service the entire trip all for a special occasion. we typically stay at the wildnerness and great wolf, was expecting so much more from this resort but it was a nightmare. room was booked under my husband ***********************************. i can be reached @ ************ at anytime.

  Business response

  01/10/2022

  In reviewing the account there are no notes of calls or in person interaction from the guest. The staffing and management scheduled was reviewed, the Director of Operations and the Front Desk Manager were both scheduled during the guest stay. Our procedure is that if an agent or manager speaks with a guest to log the conversation. Occupancy was high during this time frame so options to move were limited. We take the safety and cleanliness of our guest very seriously with an inspection process before being rented to a guest 

  Customer response

  01/11/2022

  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

  08/10/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I stayed at the Chula Vista Resort in Wisconsin Dells on August 6-8, 2021. The room was absolutely horrible, and the carpet was nasty, dirty, and had horrific stains and looked as if it had not been cleaned in years. After complaining at the front desk to an agent who agreed with me that the room should have NEVER been rented to me, she encouraged me to send an email to the customer service agent to complain, which I did on August 7th and I included pictures of the carpet and a copy of my paid receipt of $631.00 that I paid for the 2 day stay. As of today, August 10, 2021 I have not received an email from the resort nor any communication and I would like a full refund an an apology for renting a room in that poor state. I was unable to sleep in the room for 2 days due to the conditions of the room due to covid and the possibility of germs and disease in the room and with the resort being unresponsive, and I have called at least 3 additional times, and still no response.

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