Freebeemom
05-02-2008, 07:01 PM
This is a review from Planet feedback from my friend. THINK TWICE about booking next time you want to go to a waterpark with your family/friends or with a large group. THEY WERE NOT PREPARED!
A bad experience at co-co key water park@ Arlington Heights, IL
by Stephanie D. written to Sheraton Hotels
Posted Fri May 2, 2008 12:00 pm Write a Letter to this Company
I planned an outing to the Co-Co key water resort for Fri 4-25-08. I have a Brownie troop and a Jr. Girl Scout troop age rang from 2nd grade (8) thru 7th grade (13). We purchased a total of 25 tickets for all adults and children. I did let employees know how wonderful it was planning this event with them but when I got there I had a few issues.
There was a lighting storm and we were asked to leave the pool area, I had rented a cabana also so we could have everything together. We were also asked to leave there also, I stated to the lifeguard- OK but will there be somewhere we can all be together? I have very bad knees and can’t stand for long periods of time, that’s also why I got the cabana because I need to sit. She said maybe they could open a party room ask at the desk.
I went to the desk and explained everything, the girl at the courtesy desk was very rude and said they couldn’t GIVE me a room I had to find a Manager. I told her she could find one (manager) for me. A manager showed up and I explained to him the problem and he said I could not have a room they were all booked , I said fine can you please find somewhere for us to be together, he said I could check the front lobby. maybe there is seating there, I told him I was not walking around the whole hotel with 20 girls that I was in charge of to keep safe, etc. He needed to help accommodate me. Then I pointed out that the girls all have swimsuits on and a towel, NO CLOTHES OR SHOES! He said well where are their clothes? I told him we were told to leave everything it would be fine! He did find an area for us to all be together and I was OK with the area (near Starbuck’s), what else could he do he did help me find the area.
About 1 ½ hours later upon returning to the pool I had different groups of "my girls" come and tell me about a little girl (around 7-8yrs old) "bulling them" after the 1st 2 different sets of girls came to complain I went to take care of, he again was the manager who responded. He didn’t want to listen to what had happened he was VERY rude & told me to just go and sit he'll take care of, he didn't even want to talk to me about it! This little girl was calling my girls names & swearing at them f*** words left and right she even called them f*** N*** (‘N’words) I was very upset at this point because she was allowed to continue swimming. About 20 minutes later after the DRAMA, he came towards me to say that he found out that she was in the pool area unattended, so he sent her to her room.
There are several PROBLEMS with this whole night:
#1 How come you don’t have something in place for group events in case for an electrical storm, GS USA and BOY SCOUTS have policies we must follow about keeping the kids safe. Running amuck in a hotel lobby would not be one of them, what happens if there was broken glass or something and one of them stepped on it. This policy should be revisited to accommodate a group to stay together safely.
#2 I shouldn’t EVER be told by an associate anywhere that I have to go find a manager, that person should have said, I will find a manager for you to speak to! And where does he get off telling me, oh-well it’s our policy to leave the pool area you are welcome to hang out here or go check the main lobby for seating, when he should try to understand the situation that I was in before writing me off. (Making an exception to a rule isn’t breaking a law) I had no problem with the rule of leaving the area, it’s better to be safe than sorry. I understand your policy so he should understand that I wanted to keep my group safe also.
#3 I new that I was not going to get anywhere when the same mgr.showed up for the swearing complaint… The lifeguard tried to handle the situation but when Bill showed up he said to me that he has instructed the lifeguard to no longer speak to me to do her job and that he’d take care of. He didn’t “DO” anything until about 20 minutes later he said she was there on her own( no parents) & he sent her away. That’s when I informed him that she also called my girls a bunch of f*** “N”word . He said oh I didn’t know all of that but I needed to find out what was going on and handle it…I told him that he should have listened to a grown woman tell him the story rather than ignore the problem.**** By the way did he call the parents down to get their daughter and explain the RULES to them, or call the authorities for child abandonment, or escort her to the room to inform them of what just happened. I’m sure he doesn’t even have the little girls name! I hope nothing happened to her on the way back to her room.
I’m sure that wasn’t handled correctly either!
But I was there the whole evening watching “my girls” and making sure they were polite and safe, no thanks to your facility and staff!
Further more, I called to complain about what happened on the Monday after 4-27-08 and I haven’t heard from any of you!
I’m going to leave the decision up to you how this can be handled but I could suggest the more training of customer service, and some reviews of you current policies and make sure people read and follow them!
Do what you think is right towards my Girl Scouts we spent $350.00 on tickets, $101.00 on a cabana and $121.29 on food at you facility. A total of $572.29 which is from them selling cookies, FYI we ONLY get .60c per box profit so in order for them to afford to go on this trip they sold a total of 954 boxes to do it! They reached their goal to come here and have all of this happen to them it's not right!
I have been to your facility on several occasions and I think I can say I’ll never travel 1 hour again to experience that or to be completely ignored when you complain about something!
Word of mouth can hurt a business, and always remember that the customer signs your paycheck, so if the customer/consumer is not happy you won’t have business therefore no paycheck!
A bad experience at co-co key water park@ Arlington Heights, IL
by Stephanie D. written to Sheraton Hotels
Posted Fri May 2, 2008 12:00 pm Write a Letter to this Company
I planned an outing to the Co-Co key water resort for Fri 4-25-08. I have a Brownie troop and a Jr. Girl Scout troop age rang from 2nd grade (8) thru 7th grade (13). We purchased a total of 25 tickets for all adults and children. I did let employees know how wonderful it was planning this event with them but when I got there I had a few issues.
There was a lighting storm and we were asked to leave the pool area, I had rented a cabana also so we could have everything together. We were also asked to leave there also, I stated to the lifeguard- OK but will there be somewhere we can all be together? I have very bad knees and can’t stand for long periods of time, that’s also why I got the cabana because I need to sit. She said maybe they could open a party room ask at the desk.
I went to the desk and explained everything, the girl at the courtesy desk was very rude and said they couldn’t GIVE me a room I had to find a Manager. I told her she could find one (manager) for me. A manager showed up and I explained to him the problem and he said I could not have a room they were all booked , I said fine can you please find somewhere for us to be together, he said I could check the front lobby. maybe there is seating there, I told him I was not walking around the whole hotel with 20 girls that I was in charge of to keep safe, etc. He needed to help accommodate me. Then I pointed out that the girls all have swimsuits on and a towel, NO CLOTHES OR SHOES! He said well where are their clothes? I told him we were told to leave everything it would be fine! He did find an area for us to all be together and I was OK with the area (near Starbuck’s), what else could he do he did help me find the area.
About 1 ½ hours later upon returning to the pool I had different groups of "my girls" come and tell me about a little girl (around 7-8yrs old) "bulling them" after the 1st 2 different sets of girls came to complain I went to take care of, he again was the manager who responded. He didn’t want to listen to what had happened he was VERY rude & told me to just go and sit he'll take care of, he didn't even want to talk to me about it! This little girl was calling my girls names & swearing at them f*** words left and right she even called them f*** N*** (‘N’words) I was very upset at this point because she was allowed to continue swimming. About 20 minutes later after the DRAMA, he came towards me to say that he found out that she was in the pool area unattended, so he sent her to her room.
There are several PROBLEMS with this whole night:
#1 How come you don’t have something in place for group events in case for an electrical storm, GS USA and BOY SCOUTS have policies we must follow about keeping the kids safe. Running amuck in a hotel lobby would not be one of them, what happens if there was broken glass or something and one of them stepped on it. This policy should be revisited to accommodate a group to stay together safely.
#2 I shouldn’t EVER be told by an associate anywhere that I have to go find a manager, that person should have said, I will find a manager for you to speak to! And where does he get off telling me, oh-well it’s our policy to leave the pool area you are welcome to hang out here or go check the main lobby for seating, when he should try to understand the situation that I was in before writing me off. (Making an exception to a rule isn’t breaking a law) I had no problem with the rule of leaving the area, it’s better to be safe than sorry. I understand your policy so he should understand that I wanted to keep my group safe also.
#3 I new that I was not going to get anywhere when the same mgr.showed up for the swearing complaint… The lifeguard tried to handle the situation but when Bill showed up he said to me that he has instructed the lifeguard to no longer speak to me to do her job and that he’d take care of. He didn’t “DO” anything until about 20 minutes later he said she was there on her own( no parents) & he sent her away. That’s when I informed him that she also called my girls a bunch of f*** “N”word . He said oh I didn’t know all of that but I needed to find out what was going on and handle it…I told him that he should have listened to a grown woman tell him the story rather than ignore the problem.**** By the way did he call the parents down to get their daughter and explain the RULES to them, or call the authorities for child abandonment, or escort her to the room to inform them of what just happened. I’m sure he doesn’t even have the little girls name! I hope nothing happened to her on the way back to her room.
I’m sure that wasn’t handled correctly either!
But I was there the whole evening watching “my girls” and making sure they were polite and safe, no thanks to your facility and staff!
Further more, I called to complain about what happened on the Monday after 4-27-08 and I haven’t heard from any of you!
I’m going to leave the decision up to you how this can be handled but I could suggest the more training of customer service, and some reviews of you current policies and make sure people read and follow them!
Do what you think is right towards my Girl Scouts we spent $350.00 on tickets, $101.00 on a cabana and $121.29 on food at you facility. A total of $572.29 which is from them selling cookies, FYI we ONLY get .60c per box profit so in order for them to afford to go on this trip they sold a total of 954 boxes to do it! They reached their goal to come here and have all of this happen to them it's not right!
I have been to your facility on several occasions and I think I can say I’ll never travel 1 hour again to experience that or to be completely ignored when you complain about something!
Word of mouth can hurt a business, and always remember that the customer signs your paycheck, so if the customer/consumer is not happy you won’t have business therefore no paycheck!