Great Wolf Lodge - Page 1

We were told when we made a reservation that we could check in at 2 and enjoy the water park until 4 when our rooms would be ready. When we registered at 3:30 we were told again our rooms would be ready at 4. We had our luggage on carts and ready to move into a room, and we joined a lot of other guests sitting in the lobby for up to two or three hours until our room was ready. Then the manager did not even apologize for the wait! Rude staff and inaccurate check-in information make Great Wolf Lodge a great place NOT to stay!

VERY POOR CUSTOMER SERVICE.

I would not recommend this facility to anyone looking for a weekend getaway. This trip was planned for my daughters 2nd birthday. After she caught the flu, we rescheduled. After an hour on the phone with customer service about switching the reservation, we were told we had to pay an additional $200 for the family suite we had already paid $263 to stay in. Finally the agent told us we were automatically upgraded and they were going to charge us for the upgraded room. This was only by my own investigation. The agent did not offer this information upfront. He also told me they were a business and since they were booked that weekend he could rent me the room at any price they wanted. After threatening to write reviews on every website, and explaining that my daughter was contagious, he gave me the same room I had requested. There was a $30 difference. Which I was told would be compensated for my trouble.

Our visit began horribly on March 15, 2008. The check in line was 45 minutes or longer. We were offered wristbands to get into the water park. Storage of our clothes was $45 dollars. Finally we received our room. The room was nice. The whole facility was great. There were too many people. Most of these guests were not overnight guest. Not enough life guards. One life guard even had a cast on his arm. How was this kid suppose to save my life? Or my child’s life? There were no slides that a family could go down together. My 2 year old was suppose to get on these slides herself? I was suppose to walk her up to the slide and let her go down with no one below? What about single parent guest? After asking the lifeguard about this, she could not answer and just walked away. This facility has over 400 rooms. The gift shop had one person working; the arcade had 3 people working, the cub club had one employee working. WHERE ARE THE EMPLOYEES? After going to the front desk to ask about the broken ATM, I was told by the clerk “Who would come here without cash?”

We purchased a paw pass. This was $50 and we received items from different parts of the park. We had to stand in line at all three areas to use this paw pass for over 25 minutes. We asked to speak to the manager. There is only ONE manager of the three retail locations. Her explanation of the wait was “the employees were all on breaks”. We tried to purchase items at the cub club but the one employee who was working told us that she didn’t have time.

This was an awful memory.