We had reservations to this "family" park for 11/30 - 12/2. The reservation was paid in full. This was our first time at their lodge.
Since 2006 we've had summer season passes to their Great Escape and Outdoor Waterpark (2 adults and 4 children, well over $400.00) and our children were anxious to try this indoor park.
On Tuesday 11/27 our grandmother passed away unexpectedly and the family was in shock, including our children. I called 11/28 to cancel our reservation and spoke with a reservation agent that was very sweet and thought she could refund our whole reservation. Their policy is cancel 7 days prior to your arrival and you would receive a refund minus a -$25.00 fee. She said her manager was in a meeting and thought she could do that for us considering the circumstances but indicated she would have to call me back in about an hour.
After not hearing anything from her in an hour and a half I called back and spoke to a rude "gentleman" who stated that there was nothing they could do and he stated "if your grandmother had died a week earlier, we could have refunded your money". I was in total shock!!!! He stated that since our cancellation wasn't within their 7 day window we'd lose one night stay, $219.00 but they could refund the the second night $252.00 and that was the BEST they could do. I even suggested that they give us a credit of $219.00 so we could use it next year for our purchase of summer season passes and he refused. He was condescending, rude and obnoxious.
We were terribly hurt by our loss and the coldness we received from this supposedly "family" lodge.