ScoutJellystone Park™ Tyler
Horrible experience
JELLYSTONE PARK TYLER, TEXAS — 1 STAR. ABSOLUTELY DISGUSTED.
We paid for a family vacation October 16–18. Instead, we spent our time dealing with concerning cabin conditions, repeatedly relocating, and trying to get management to take us seriously.
Cabin 122 smelled musty, had an unusually soft bathroom floor, and showed visible discoloration and growth that concerned us. I photographed it.
We were moved repeatedly. No meaningful assistance was offered. Our children lost vacation time because we were busy packing and unpacking.
AND LET ME MAKE SOMETHING PERFECTLY CLEAR:
NOTHING WE RECEIVED WAS PROACTIVELY OFFERED TO MAKE OUR DISRUPTED VACATION RIGHT.
Build-A-Bear? WE requested it in exchange for a missed hayride.
Linens refund? WE requested it because of the bedding condition.
Management has referenced these things as though they somehow made up for everything else.
They did not. Stop presenting things we had to ask for as generosity.
Then there's manager Tom.
During one interaction, he demanded that I look at him while he spoke to me. I found his manner condescending and disrespectful.
He also chose to approach me to apologize while I was alone in my swimsuit at the pool, despite having other opportunities to speak with me. I was uncomfortable with that interaction.
I repeatedly raised a Build-A-Bear request without meaningful acknowledgment. When a man in our group repeated the same request, Tom immediately agreed.
I cannot speak to his intentions, but I should not have to rely on a man repeating my request to feel heard.
Women, based on my experience, I would personally avoid dealing with Tom.
Multiple members of our group also understood Tom to say that accepting a refund meant we had 30 minutes to leave the property. Management disputes that account. I stand by my recollection.
After filing a formal complaint, providing photographs, and following up, I contacted Northgate Resorts because I wanted someone ABOVE Tyler management to review our experience.
Instead, I spoke with Kyle Mohler on October 27.
He disputed my concerns and denied a refund.
THEN HE TOLD ME THEY INTEND TO USE OUR EXPERIENCE TO IMPROVE HOW EMPLOYEES HANDLE GUEST RELOCATIONS.
Excuse me?
Our experience is significant enough to warrant changing procedures, but apparently not significant enough to warrant additional compensation for the family who endured it?
When I asked for contact information for someone above him, Kyle refused, stating he didn't need to or have to provide it.
I CONTACTED CORPORATE TO GET ABOVE RESORT MANAGEMENT, NOT TO BE SENT RIGHT BACK TO IT.
I am disgusted with the way this vacation and the subsequent complaint have been handled.
This is only a summary. My original complaint contains 19 sections, and I have photographs and correspondence. I am willing to share a redacted copy privately with anyone interested.
ONE STAR. I WOULD NOT RECOMMEND JELLYSTONE PARK TYLER. OUR FAMILY DESERVED BETTER.
