We stayed here last year and I wrote a review then as well. At that time I stated that I would not stay here again. Well, our neighbors and friends decided to go again so we relented and went along and booked our room...Let the review begin!
We booked our room in December, 2012 for the "Great Escape Package". We requested a higher floor in the South Tower so it wouldn't be as far to walk to the water park and buffet. Our stay would be January 27th, 28th and checking out the 29th. I called the resort the night before just to be sure they had us in the correct room that I requested. We had 3 rooms that were supposed to be all together, in the South Tower, higher floor. I talked to a woman who said that we were all in the North Tower and not near each other...hmmm...glad I called. I told her we had notes in our account and what we had requested. She said she would get the rooms in the South Tower next to each other on a higher floor and it wouldn't be a problem. We hung up and 10 minutes later I get a call. A woman said "Hi, is this the lady that just called here about the reservation?" I said yes this is "_____". She said "ugh, we can get 3 rooms on the ground floor all together facing the hot tub or on a higher floor facing the resort. I said lets do the higher floor facing the resort so it wouldn't be as loud on the ground floor. No problem she said she would get it worked out and would put notes in our account for the 3 rooms. She really needs some customer service training on how to call a customer! Basic training issue here.
I called our friends and told them the story and we all said that this resort has a real reservation problem if they can't figure out how to block rooms together. With the added issues of this reservation operator I was beginning to have second thoughts about staying here again. A little customer service skills training would go a long way here...Anyway we thought, lets just go and have a good time and it will be fine. Good thing we called to verify the night before!!
The next day a huge storm comes so we leave home by 8:00 AM to get to WI Dells by 10:00 AM. We do some shopping and have lunch and head to the resort by 2:00. We know that we can't get into our room until 4:00 but we thought we would let them know we are here and get checking in, go have a drink at the bar (which we knew we would pay for as our package didn't start until 4:00 which was fine with us). We head to the front desk and tell them we are checking in and know our rooms wouldn't be ready yet but just wanted to let them know we are here and that all is well with the rooms. Well...NO. The rooms will not be by each other! I could not believe it! I told them that I called in December and had notes in my account and again last night to be sure our reservation would be correct. A woman said that no we won't be having 3 rooms all next to each other as she couldn't move other people that had notes in their accounts around! What, are you serious? I told her we are one of those people that have notes in our account. She said sorry but she doesn't have rooms available next to each other. Then she said that 2 rooms would be on 3rd floor and one room on 2nd floor. There was no way to get them next to each other. By this time it's no use teller her anything else because clearly this resort has MAJOR ISSUES! So fine, we get our water park bracelets and head to the bar. They take our cell phone numbers for all 3 rooms and let us know that they will "Text" us when they are ready. Well that never happened either. We sat in the bar and had a drink then looked at the water park. We came back after 4:00 to a huge check in line. We went to the "Will Call" area as they told us to do. We asked if our rooms were ready as we didn't get a text. No, only one room was, and no text for that room, again clearly they need to upgrade their system as it's not working! At this time of the day it had poured rain all day then was snowing like crazy so all we wanted to do was get our luggage out of the car and get into our room. So we lugged all our luggage into the one room that was ready. By 4:30 I called to see if our other 2 rooms were ready. A woman answered and was very nasty and told me that no the rooms were not ready and hung up. OK, I am thinking whatever we are going to have fun so we can just wait around again and waiting for a text that never came. By 5:00 we went down again to the "Will Call" area and asked if our rooms were ready. They were and again no text, just lots of wasted time here...We had 2 rooms next to each other on the 3rd floor and one room on the 4th floor overlooking the hot tub! So it's just a grab back of which room you will get.
The rooms in the South Tower are OK, I would rate them as 2 1/2 star. They have the bathroom vanity outside of the bathroom. The beds were uncomfortable, and the TV is the old style large TV. The rooms facing the hot tub have balconies. These rooms are considered "Jr Suites" which is only because they have a little divider in between the sleeping area and the table and couch. The carpet is old. The decor is dated. The one nice thing is the bathroom was clean with ceramic tile on the floor. When we checked in we had no towels so we did have to call down to get those. Just one more problem with this resort.
We again thought lets just go eat and have fun! So we head down to the buffet. They have a nice salad bar with 2 kinds of soup and good homemade bread that they bake on location. They have a good options for food. I would rate the food as 3 out of 5 for lunch and supper. The breakfast was better and I would say 4 out of 5. On our second night we had a table by the buffet where the servers go in and out of the back room. Something smelled like urine and I was so turned off.
The water park was another dissapointment. The water coaster was broke for 3 days...That was the one thing I was looking forward too. Last year we loved that ride. The other slides are really fun and you don't have to wait to long to go down. The lazy river is also fun. I would say this water park is a smaller version of Kahlahari or Great Wolf. I actually thought it was fun. The only negative here is the Tiki Bar. You will wait at least 20 minutes to get a drink. Everyone was complaining about it. If you are going to sell an all inclusive package you have to have enough servers to keep people happy!
The arcade outside of the water park is nice and seemed to be pretty clean. All the shopping is back at the South Tower now. It's OK but they do have a nice spa.
The outdoor hot tub area is really nice. Huge hot tub and nice fireplace area. The only bummer is they don't enforce smoking out here.
Overall this place is truly in need of some customer service training, and a major remodeled. For the Great Escape Package it's a good deal with all the food, drinks, water park and room. BUT they need to add more staff for the bars to keep people happy. If they are worrying about people drinking to much then enforce a cut off policy. For those of us that just want some casual drinks its not fair to wait 1/2 to get one!
- Official Description (provided by the hotel):
- Chula Vista Resort and Waterpark is a complete resort experience in Wisconsin Dells with over 200,000 square feet of indoor and outdoor waterparks. Luxury comes standard in all of our guest rooms, suites and condominiums. Bring your clubs and challenge yourself on our 18-hole golf course. At Chula Vista, we invite you to laugh harder, splash bigger, stay longer and vacation better at Wisconsin Dells' most complete family resort! ... more less
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- Also Known As:
- Chula Vista Hotel Wisconsin Dells
- Chula Vista Theme Hotel
- Chula Vista Wisconsin Dells
- Hotel Chula Vista Theme