Great Wolf Lodge of Grapevine LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Dear Ms [redacted] ,My name is [redacted] , General Manager of Great Wolf Lodge, Grapevine I am following up with you regarding the Revdex.com complaint regarding the dispute with your credit card [redacted] , Director of Guest Services has left several messages for you regarding the pending resolution however, she has not been able to speak with you Can you let me know if this matter has been resolved?If not, please indicate a time that we may successfully reach you to speak with you further.Thank you for your time

Thank you very much for reaching out to us regarding the recent stay Please know we are disappointed that the ***'s stay did not meet their expectations and our Guest Services team is reaching out to Mrand Mrs [redacted] directly to address their concerns and work with them to make the situation right Our goal is to have the opportunity to welcome them back and allow their family to have a much better experience Thank you[redacted] / General Manager

The room was allegedly cleaned after I explained to the front desk that the room was dirty and had roachesThe pictures that I have are after the room was allegedly cleaned and sprayed for roachesThe room was not removed of the food particles and the roaches that were in the sink were removed, which leaves me perplexed at how the engineering team did not find any pest activityThe front desk team offered a future discount, in which I was not happy with seeming as though that would be the reason why I contacted the Revdex.comThey did not try working with me in regards to this the current matterI also tried contacting both [redacted] and [redacted] in which I have NEVER received a response back, except from this Revdex.com contactMy husband posted the picture via his twitter account and also has many other people reposting the cleanliness of the room, which was taken again AFTER the room had been cleaned by the staff and sprayedI am NOT satisfied with this response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

A refund was issued Mr*** for the errors in his reservation, and he has rebooked with us, arriving this Sunday As a measure of hospitality, I also reached out to Mr*** and have provided some complimentary services for his children during his upcoming stay

There seems to be some miscommunication as our Guest Services team spoke with Mrs*** on a couple of occasions. We addressed her concerns regarding the stay and made recovery to her for the frustrations experienced. She seemed genuinely pleased we were taking the matter seriously. She even called and left us an additional voice message thanking us for the unexpected offer and for hearing her concerns. It may be that she had not had the chance to update Mr*** prior to him sending his response back to Revdex.com

We have received (one) phone call from Great Wolf Lodge and that was last night at approximately 6: So we really don't feel they've reached out to us

Thank you very much for reaching out to us regarding the recent stay.  Please know we are disappointed that the [redacted]'s stay did not meet their expectations and our Guest Services team is reaching out to Mr. and Mrs. [redacted] directly to address their concerns and work with them to make the...

situation right.  Our goal is to have the opportunity to welcome them back and allow their family to have a much better experience.  Thank you...........[redacted] / General Manager

The room was allegedly cleaned after I explained to the front desk that the room was dirty and had roaches. The pictures that I have are after the room was allegedly cleaned and sprayed for roaches. The room was not removed  of the food particles and the roaches that were in the sink were removed, which leaves me perplexed at how  the engineering team did not find any pest activity. The front desk team offered a future discount, in which I was not happy with seeming as though that would be the reason why I contacted the Revdex.com. They did not try working with me in regards to this the current matter. I also tried contacting both [redacted] and [redacted] in which I have NEVER received a response back, except from this Revdex.com contact. My husband posted the picture via his twitter account and also has many other people reposting the cleanliness of the room, which was taken again AFTER the room had been cleaned by the staff and sprayed. I am NOT satisfied with this response.

No I do not like their answer! They did not offer anything ! First it was more than 10 min! Please!! It took us over an hour to find someone at GW to help us!! They also did not address the fact that our room was not ready until 6 when promised at 3!! When we finally got room our game certificates were not in room as promised!! I will not return to GW Lodge!!!
Regards,
[redacted]

Our Guest Services team has made contact with the guest referenced above and taken care of her request for a discounted promotion during her December dates.  Thank you.

Dear Ms. [redacted],My name is [redacted], General Manager of Great Wolf Lodge, Grapevine.  I am following up with you regarding the Revdex.com complaint regarding the dispute with your credit card.  [redacted], Director of Guest Services has left several messages for you regarding the...

pending resolution however, she has not been able to speak with you.  Can you let me know if this matter has been resolved?If not, please indicate a time that we may successfully reach you to speak with you further.Thank you for your time.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]