Atlantis Family Waterpark Hotel, Ascend Hotel Collection — Hotel in Lake Delton

We checked in on Friday, for a two night stay, having stayed here about 5 years ago we were looking forward to our 1, 5 and 9 year old being able to play in the small waterpark all weekend. The staff told us upon arrival that they were refunding us $16 because one of the pools heat was not working. We said okay because we figured the kids area, hot tub, and big pool would be fine.

The room while surface clean, was not truly clean at all. There were skid marks in the toilet, a chair in our room that I put a sheet on and told my children as it was covered in dust and what looks like semen or some other crusty white substance. The jets were on the tub when we came in with no water in it and then didn’t really work well when we actually filled up the hot tub in our room. All of us woke up with extremely sore throats as it is insanely dry in the room and musty and the heat coming out smells horrible as if something is wrong with it. most hotels don’t have the best heat, but this was next level.

The pool they told us that was cold was absolutely frigid, beyond what we expected. In the main pool room in the kids area, chunks missing out of the slides making them unsafe, water on slides not running in them, absolutely freezing. I asked the front desk and she said "maintenance is working on it right Now" however there was no employee or maintenance in the pool area. She claims it will be the next day and it will be warmer, but I just read some reviews that seems like this is what has been said to everyone for days. there was no way I can let my toddler could go in that.

The hot tub is not working and closed and looks disgusting with yellow/brown water. The regular pool is the only one that's warm and there's chunks of hair floating around and it's murky-you can't even see the bottom. There's hair everywhere on the floor and in the pool. At one point my son had a chunk of someone else’s hair. My older kids were in the pool for about 30 minutes totally between the three and then asked to go back to the room. My kids have literally never asked to get out of a pool voluntarily.

There’s mold in every single ice machine I tried to go to, some parts of the hallways and the front have smells of sewage or wet moldy water. Friday night I texted the number that I was planning on checking out in the am. At 8 am next day, I went to ask for the manager, Ana, and was told she would be there in a couple hours I also emailed her. I asked if she could call me. At 10 am I asked for her again; was told she would be there soon. At 11 am I asked again & was told she was 10 minutes away. I waited in the lobby until 1pm as I continued to be told she’s almost here. The front desk employee, who was actually very nice, said that she was coming in and showed me her texts with her. I asked multiple times if they were texting, why the manager couldn’t just call me. The employee said she was “not allowed to call her manager as she got in trouble last time and was told to figure out the issues”. I then said so you can give me a refund then for the night, and she said “no I’m not allowed to, the manager has to be here.” After two hours of waiting in the lobby trying to check our early, I finally insisted that the employee have the manager call me from the hotel phone. There was another guest also waiting for the same reasons who had been asking for the manager since 6:30 am. She finally called. The manager could have cared less about our issues, was rude and condescending, and said “I will refund you for the second night when I get in to the office.” I told her I also wanted some sort of refund for the previous night since none of their amenities advertised were working. She said she would “look into it when she got there”. I called the hotel multiple times that day and was told that the manager never came in. They never refunded me. I called choice hotels, who said they never checked me out, & never indicated a complaint was made which is their policy. I have called and emailed the hotel manager multiple times w/no response.

I did get a hold of a supervisor at choice hotels who helped me with my refund and escalating this encounter since the hotel manager refuses to call or...

Do not stay here!

We checked in on Friday, for a two night stay, having stayed here about 5 years ago we were looking forward to our 1, 5 and 9 year old being able to play in the small waterpark all weekend. The staff told us upon arrival that they were refunding us $16 because one of the pools heat was not working. We said okay because we figured the kids area, hot tub, and big pool would be fine.

The room while surface clean, was not truly clean at all. There were skid marks in the toilet, a chair in our room that I put a sheet on as it was covered in dust and what looked like semen or some other crusty white substance. The jets were on the tub when we came in with no water in it and then didn’t really work well when we actually filled up the hot tub in our room. All of us woke up with extremely sore throats as it is insanely dry in the room and musty and the heat coming out smells horrible as if something is wrong with it. most hotels don’t have the best heat, but this was next level.

The pool they told us that was cold was absolutely frigid, beyond what we expected. In the main pool room in the kids area, chunks missing out of the slides making them unsafe, water on slides not running in them, absolutely freezing. I asked the front desk and she said "maintenance is working on it right Now" however there was no employee or maintenance in the pool area. She claims it will be the next day and it will be warmer, but I just read some reviews that seems like this is what has been said to everyone for days. there was no way I can let my toddler could go in that.

The hot tub is not working and closed and looks disgusting with yellow/brown water. The regular pool is the only one that's warm and there's chunks of hair floating around and it's murky-you can't even see the bottom and they closed it sat morning. hair everywhere on the floor & in the pool. At one point my son had a chunk of someone else’s hair in his. My older kids were in the pool for about 30 minutes totally between the three & then asked to go back to the room/My kids have never asked to get out of a pool voluntarily.

There’s mold in every single ice machine I tried to go to, some parts of the hallways and the front smells of sewage or wet moldy water. Friday night I texted the number that I was planning on checking out in the am. At 8 am next day, I went to ask for the manager, Ana, and was told she would be there in a couple hours I also emailed her. I asked if she could call me. At 10 am I asked for her again; was told she would be there soon. At 11 am I asked again & was told she was 10 minutes away. I waited in the lobby until 1pm as I continued to be told she’s almost here. The front desk employee, who was actually very nice, said that she was coming in and showed me her texts with her. I asked multiple times if they were texting, why the manager couldn’t just call me. The employee said she was “not allowed to call her manager as she got in trouble last time and was told to figure out the issues”. I then said so you can give me a refund then for the night, and she said “no I’m not allowed to, the manager has to be here.” After two hours of waiting in the lobby trying to check our early, I finally insisted that the employee have the manager call me from the hotel phone. There was another guest also waiting for the same reasons who had been asking for the manager since 6:30 am. She finally called. The manager could have cared less about our issues, was rude and condescending, and said “I will refund you for the second night when I get in to the office.” I told her I also wanted some sort of refund for the previous night since none of their amenities advertised were working. She said she would “look into it when she got there”. I called the hotel multiple times that day and was told that the manager never came in. They never refunded me. I called choice hotels, who said they never even checked me out, & never indicated a complaint was made which is their policy. I have called and emailed the hotel manager multiple times...

1 star is granted only because I can't do ≤0. I can't begin to say anything remotely positive about this place. Seriously. Let's start at the beginning...

Originally wanted only one night. Was charged immediately upon booking. Booking. Months from checking in. On almost 3 hour drive to there, decided to stay a second night. At check-in, notified front desk of intent for second night. Was charged for second night before first night was over. But, fun doesn't end with that...

I am 100% disabled and walk everywhere with a cane. Our room was at the base of stairs because the desk clerk told us to use door 2. Unaware of anything regarding layout, my wife and I had to carry all our bags down stairs. I can't use stairs without a high chance of falling under the best of circumstances. So, it was horrible trying to with bags

Then, we get into our room. It was hot. Very hot. Checked AC. Couldn't turn on. Heat and Fan worked, but Cool did not. Went to open window and there's a hornet trapped between the window and the screen. The screen had no holes. So, called front desk about AC. Maintenance arrives and messes with AC. Says led is just not working and that it's on.

Get ready to leave for a few hours and lock valuables in safe. As soon as opened, HEAVY marijuana smell hit our faces. Stored valuables, which now smell like weed.

Came back at end of evening out for wife's birthday present, a concert from her favorite country band, and go into room. Sore from concert, used hot tub, which had paint chipping on outside, a rusty female threaded hole for a pipe to go into, pieces pulling off it, and draining so slowly, it took 5 minutes to drain 1/8 of an inch.

But wait, there's more!

Decided to go to bed. Room was still very stuffy. Pulled sheets down and there were rusty colored blood stains on the sheets. We called front desk. With two people behind the counter, they said they had sheets, but couldn't bring them down to us and since housekeeping was gone, we have to make it ourselves. Oh, and we had to come to them if we wanted the sheets changed. So we went.

After walking there and seeing two women behind the counter, wondered why they couldn't bring us the sheets. Still, sheets we were assured were king given and we went back. Pulled sheets off and couldn't get the fitted sheet to work, no matter how hard we tried. It was clearly not for king. Called front desk. They'd be down with sheets and would stay while we changed them.

Changed them and showed her a magic trick. I turned on the sink to cold and watched water leak heavily from the faucet handle. I showed her the problems with hot tub, including the chipped paint and a knob on the server wrong that just pulls off. She said maintenance would be by shortly. No one came. Went to bed.

AC would never cool the room down to a comfortable temperature because it would blast excessively cold air for 60-90 seconds, then be unbelievably warm for an hour. Decided immediately to not stay second night.

At 4 in the morning, wife was woken up by pounding on doors in the hallway. A lot of pounding. There was no yelling, just pounding. She was terrified and got out of bed in that 60-90 minute freezing room window to make sure the door was locked, but couldn't sleep the rest of the night, after only being able to get to sleep at 3 in the morning due to the bed issues earlier.

Checked out in morning, that's when we saw we were already charged for second night, when we hadnt woken up from the first. Was told money will be returned in 3-5 business days. Expected just a smidge more for...