Atlantis Family Waterpark Hotel, Ascend Hotel Collection

Nice big room. Friendly staff. Pools were awesome and pretty much all to ourselves. Basketball hoops in the lobby pools are very fun. Found a fake fingernail in one of the dresser drawers. Also found few dead bugs randomly on the floor, but none in the beds. Overall a great experience and I will definitely go back again!

Jan 12, 2025

We have beem renting a room there for my daughters birthday the last few years. She likes the multiple pool set ups. It was always a good experience until this time. This time was all around bad. The pools were closed because they were so disgusting you couldnt even see the bottom. The hot tub was green. Our room wasnt cleaned when we entered our room, the tv didnt work in the bedroom, we had no towels in our room. I emailed the email i was told to write my complaint to 5 times in the last week and they still have not responded. And i still have not got my $50 deposit back

Jan 10, 2025

To say this was a disappointment was a bit of an understatement. We chose Atlantis bc we had been there a couple years ago and had a very nice time. Unfortunately ownership has changed since then and the maintenance/upkeep is not there at all. The kiddie pool was worn out with rips and holes in the slides, none of the water within the kiddie pool worked so my kids had to dry scoot down the slides and the water fountains/shooters didn't work. The water was ice cold. In the second pool it was so dirty and cloudy you couldn't see the bottom. And the hot tub was green and roped off. The hallways and lobby had a nasty smell as well. It's unfortunate that we used this location as our one vacation for the yr for my son's birthday. We will not be back.

Jan 05, 2025

I have nothing good to say about this place..absolutely disgusting place my first complaint would be that the pools were FREEZING and the pool & the pool area were gross my kids told me they couldn’t even see the bottom of the pool with there goggles on .. there’s was hair all around the pool floor the next day the hair was still there..the bathrooms in the pool area were TRASHED my husband said in the men’s there was absolutely no toilet paper .. the whole building has a funky smell our room wasn’t the cleanest and was very outdated. We had absolutely NO hot water in our jacuzzi or in our shower! So after the cold pool our kids couldn’t even warm up in the shower. Everything was broken the tv , the washer and dryers everywhere I walked there was an out of order sign .. we were told the hot water was being fixed but all the reviews on this site have complained about no hot water obviously it’s an on going issue .. our sheets on our beds weren’t even white anymore YUCK!! The mattresses and couch had stains on them .. the couch pull out bed was gross and we had to clean it ourselves .. I will never be returning to this place we wanted a full refund for our stay so we could go stay somewhere else and they refused and just gave us $50 off our stay! If we wouldn’t gotten a refund we would’ve left this place in a heart beat! Do better.

Jan 07, 2025

Where to begin.. from the moment I walked in the door, I was hit with a foul smell. I should’ve taken that as a warning and left, but I gave them the benefit of the doubt seeing the water fountain nearby and the pool. None of the amenities I paid for (the whole reason I chose this hotel) were available. The hot tub? Closed. First of the 2 kiddie pools, closed because the water was “too cold”. The second of the 2 kiddie pools was initially open but looked unbelievably murky, I knew better than to get in it. And what do you know, it was closed the next morning. The area with the slides and fountains for the kids? Shut off! I literally drove 3 hours with my family for my 2 year old to enjoy these amenities, to not be able to use any. How depressing considering there’s so many places to choose from in the Dells, and I chose this one because it was more directed towards small children. The disappointments didn’t stop there. Our bathtub had such a big crack in it that we couldn’t shower without flooding the place. The heater didn’t work right. It only had one setting- full blast. Otherwise you had to shut it off. There was mold behind our tv. The bed was VISIBLY sunken in. The door to get into our building didn’t close/lock! The fish in the aquarium in the check-in office were dying! I have pictures to support all of this. The list goes on.. long story long, I tried to speak with the manager but kept getting told “she will be in in 20 minutes” for her to never show. My family checked out a night early because even though the front desk associate did get us a new room upon request, we were so dissatisfied with the overall experience. The amenities still weren’t available. And we overheard another customers complaints and realized this hotel was inhabitable as a whole. I still haven’t heard back from the manager. I’ve already disputed the charges with my bank and will be contacting BBB and the Health Department. Don’t make the same mistake I did! I read a few questionable reviews and chalked it up to them exaggerating. I’m here to tell you- LISTEN TO THE BAD REVIEWS AND RUN FAR AWAY!

Jan 06, 2025