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Great Wolf Lodge

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Reviews Hotels, Resort Great Wolf Lodge

Great Wolf Lodge Reviews (126)

Way below the expectations
I am writing this to unfortunately express my dissatisfaction with my recent staying at GWL - Niagara Falls. My family and I were guests over this past weekend, staying in room 2040 from March Friday 4th to Sunday 6th. We opted for your resort due to previous great experiences that some close friends described, and specially this weekend us and another 3 families of friends were celebrating our youngest daughter’s birthday.

Starting with the reservation center that gave us misinformation over the phone on if we could or could not bring our own cake for our daughter’s birthday. Initially we were told this was allowed, later they told us it was not allowed and the hotel could not sell us one, and finally they told us we could buy one there. These all took three different calls and some sort of stress.

But that can happen, we understand it. What really made us very disappointed with your lodge was the restaurant. We experienced massive lines with kids that were hungry, and we definitely didn’t like the approach of the staffs, that were clearly not prepared to deal neither with the guests nor with the long waiting times. On Saturday, we arrived for dinner little before 6:30, and at 6:47 were given a pager to wait for a table. We were only seated at 8:00pm, when the restaurant was already emptying, whilst clearly many people that arrived before were accommodated in tables within way less time than us. This was somewhat disturbing to our kids mainly, who were exhausted and hungry, complaining politely all the time. Also, very few staffs serving the tables, and during the whole weekend we struggled to call for help in many occasions. As a quick note: we were not all 4 families together in the same table.

Same issues in the mornings with the breakfast both days, but less waiting time, tolerable. However, on Sunday, besides 40 min to get a table, the restaurant was not full, understaffed of people to serve the tables and there were 5 people in the counter at the entrance doing very little. We were given a table not properly cleaned in between guests, dirty. We couldn’t find someone to help us with cleaning, and gave up.

The water park is nice, the infrastructure is great as well, but few slides were closed on Sunday, and coincidentally that day at noon, all attractions but the vortex were unexpectedly closed for more than 1:30h for maintenance.

We bought the Pawn Pass for the kids, and they were so frustrated when choosing the picture to take home, because they all had only one photo saved in their tags, and they scanned it during the whole week. We inquired about it, and were told that there are lots of devices not working the way they should, and this is recurrently happen with guest, that in the end of the weekend find only one picture available to print and bring home.

I don’t have strong feelings about coming back anytime soon, and most importantly, I won’t speak highly about the experience and it’s very very unlikely I would recommend staying there to a friend. Maybe we were just unlucky guests, outliers, and considering that your business is popular and a preferred destination to people in Ontario, I hope you use this feedback to work on these problems and certainly to improve the experience of your guests in the future.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] The reason I do not accept the response is due to the housekeeper lying on what occurredThe housekeeper reported that she saw me kicking my child in which is falseThe house keeper did not witness me spanking my childShe was not in the same room as is to "see anything"I have contacted the police department in [redacted] and no report is being filedMy concern is with Great Wolf Lodge and how this matter was handled not with the [redacted] police departmentMy child missed days of school due to your housekeepers liesAs far as the I have already disputed this charge with my bank and have been refundedThe least you could do is allow me and my daughters to enjoy a night stay at another Great wolf lodge to make up for such negative memories with our stay in SeptemberI spent well over on this stay and we have nothing but bad memoriesYou are not taking any responsibility or even picked the phone up to speak with me or apologizeI don't accept this response by any means

Ms***,Thank you for sending me the name that your reservation was made underI have researched your information and spoken to the manager that was helping youI see that you arrived a day early and that all of our lofts were bookedOur front desk understood that you were staying for nights not as you were moving your reservation forwardWe did find a family suite available on April 6th, and the rate for that room was reduced to $plus taxes and fees for the eveningThe second day the loft suite was available and you moved to that roomOn the third day, upon finding out that you intended to stay for a third night, our guest service manager did work to move other reservations around to keep you in the loft suite, however, it's my understanding that you chose to leaveWe did not charge any late fees to your account.Spring Break is our busiest time of the year and our rooms fill up quickly and usually far in advanceI certainly apologize that you experienced any inconveniences during your stay and will send a gift certificate for a future free night stay for your family.Thank you again for staying at our lodgeWe look forward to the opportunity to entertain you again soon.Warm regards,Terrie ***

Thank you for the opportunity to respond to Mr [redacted] concernWhen we received the complaint concerning the room that his family stayed in we had the room professionally inspected for all insectsThe report came back as negative for any pests and we reached out via the phone and left a message for Mr [redacted] .Mr [redacted] then sent in a note questioning if an inspection was in fact done on the room he stayed inWe have also sent him a copy of the inspection report that we had completed by a licensed pest control technician, with the results being negativeThank you again for reaching out to us.Warm regards,Terrie Z***General ManagerGreat Wolf Lodge Cincinnati/Mason

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.MsZ [redacted] states that there is always a manager on duty to address any issuesThis is falseThere was not a manager on duty with the ability to access the safe, in order to correct the charges made to my roomI was not given the opportunity to speak with a manager about the room issues or the wristbands, for when I returned to the front desk to have the wristbands corrected, the desk clerk began helping another guest very quickly.I am quite familiar with how hotels and authorization hold workThat is why I called prior to making my reservation to verify if the Lodge did so and how muchAs I stated in my original complaint, I was told they did notWhen I checked in, I was told that because I was using a debit card it would be $and would take 7-days to release the fundsI am not saying that this authorization hold was done specifically to meI am not uneducated, and for MsZ [redacted] to speak to me as if I am, is very insultingI am simply stating, that I did call and was given misinformation and upon cheI was led to believe that it was a higher amount due to the fact it was a debit card.The incidentals that were charged to my room were not discovered until I tried to check-outAs I stated in my complaint, I was made to feel that the desk clerk was accusing me and my children of lyingHer attitude and her disrespect was very rudeShe informed me that it would only take a half an hour to look up the charges, but when she called me she changed her story and said that it would be a few days because there wasn't a manager that could access the safe to view the receiptsHowever when Anthony called me, he stated that the charges had been removed before I checked outWhich they obviously weren't, or I never would have known about themHe also explained that they were made at one of the locations that only require a signatureI was not aware that it was even possible to make purchases with only a signatureI was led to believe you had to use either the wristband or another form of paymentHe also informed me that this type of thing happens "all the time." He told me that another guest had been at the resort with the same last name and they had been the one to make the purchasesWhy was the staff so lax that they did not verify the room and guest? Did they not ask for identification? In the response, MsZ [redacted] stays that the charges were showing on my bill but were not charged to my accountThey were not charged because I refused to pay for themI find it odd that they are unable to keep the story straightThe "hiccups" with the online system that she refers to in her response caused me and my children nothing but headache and aggravationAdding even more to my frustration to what should have been a enjoyable stay to celebrate my daughters birthdayAnd, yes, I did chearound 2pn, however, the resorts policy is that you can use the waterpark starting at 1pm on the day of your check-in, so I was not afforded any luxury they do not give to any other guestMy room was ready and I was given access, I did not request itIn the response MsZ [redacted] claims that the lifeguards watch the water at all times, and do not have discussions with guestsThis is also falseThey often engage in conversation with guests, other lifeguards and with other lodge staffAt one point during my stay, I witnessed what I am not sure was a training exercise or a practical jokeOne lifeguard took off all of his identifying clothing and pretended to drown a very life like doll,, which then sent the lifeguard on duty into a panic as she tried to save the dollOnce she realized it was a doll, she smacked the actor and everyone had a good laughIf it was a training exercise, it should not have been done while she was on duty in front of guests, without warningIf it was a practical joke, I am appalledI also witnessed the lifeguards outside standing talking to each other for at least minutesI have also since spoken to several people who have had similar experiences with the lifeguards being unprofessional and laxIt also greatly concerns me that in the response, MsZ [redacted] mentions the slides and the height requirements, when the bigger issue is that the lifeguards and staff insulted, ridiculed, and criticized a developmentally delayed childThey turned what should have been wonderful birthday into a sad memory for a little girl who had waited months and given up a birthday party at home with her friends in order to visit this resort and have her feelings hurt and her heart brokenThe most offensive incident occurred at the lily pads, which was not even mentioned in the response.I also find it appalling business practice that even though I asked for a refund, the person that contacted me, was not even authorized to issue refunds, he wanted to give me a discount coupon so I could return and spend more money on a place that had already proven to be inadequate in all waysI did receive a refund of 50% of the room rate for one night's stayThe room rateNot the fees or taxes included, just the room rateOnce again, that isn't what I asked for and that isn't even what the response saysIt says night's STAYA STAY includes taxes and fees.In conclusion, I am requesting the remaining balance be refunded to me immediatelyI have also attached the communication that I had with Jason at GWL Guest Relations Regards, [redacted]

July 21, Mrs [redacted] left a voice mail message for me on Monday July 20th, called our corporate offices and the [redacted] ( this was transferred to the [redacted] where we are located) to discuss what she thought was bed bug casings in her hotel roomI spoke with her at approximately 3:30pm on Monday July 20thOur Manager on Duty was called to her room, the day of her departure, to look at what was described by him as a pile of crumbs on the sofa bedHe picked them up and told her that this looked to be cookie crumbs, but had it verified by our pest control specialist as wellThere was no mention of any stains in the bunk bed area, or any other issue with the roomThe MOD offered to have housekeeping come to the room to re-clean her room for her, but that was denied by Ms [redacted] As she was departing, she spoke to our Director of Guest Services, and asked for a refund for her room and brought up blood stains on the bunk bedIn a gesture of hospitality he refunded the added room rate for a late check-out fee totaling $with taxShe also called the lodge and spoke with our MOD over the weekend requesting a full refund of her stayOur Director of Housekeeping went to inspect the room and mattress protectors that she stayed in, and did not find any stains in the bunk bed area that she describedWe had her room re-inspected on Monday July 20th when she mentioned that there were bed bug casings both on the sofa bed and the bunk bed area, and found the room to be negative from all pests, including bed bugsI informed Mrs [redacted] of this on our call yesterday and apologized that she felt that she had issues with her stayI also told her that we would refund ½ of her total room rate as a gesture of hospitality, which we have doneTotal refund was $The safety and comfort of our guests is our number one goal We have inspected and re-inspected all areas of her room and have not found the issues that she is describingTerrie Z [redacted] General Manager Great Wolf Lodge, Mason

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Once again, that is incorrectThe room rate per night was And once again, I am requesting, no DEMANDING that I be refunded my total amount, as you can see, not only were my children and I mistreated while at this facility, the management has continued to lie and refuse to make the situation right.I believe this matter needs to be taken beyond the General Manager's level Regards, [redacted]

We are certainly sad to hear that the [redacted] family did not have a great stay with us over our beautiful Snowland holiday timeframeThe schedule for all of our holiday events and character appearances is passed out during the check in process and we have several times to meet and greet characters throughout each dayWe also have posted times in the lobby as a reminder, so I'm so sorry you didn't find themOur lodge only allows guests that are staying with us to enter and enjoy our waterparkIt may be difficult to find chairs quickly at each of our pools however, we have seating all around the park for use by our guests and are happy to help if needed.We also have housekeeping and a Manager on Duty at all times at our lodgeI've looked to see if anything was noted as an issue from your stay but nothing was mentioned by any of our staffWe did however, have one of four game monitors screens go out during your stay for our Magi Quest game, which could have made waiting to use one of the other screens longerThis game takes a good part of the day to complete as it has several challenges and levels to beat before winning and becoming a master magiWe certainly would have liked to have had the opportunity to resolve any issues that you experienced during your stay with us as our staff responds to all requests quicklyIn a gesture of hospitality, we will send a voucher for a return stay to our resort, in hopes that you'll be able to visit us again soon with your family.Warm regards,Terrie ***General Manager

I'm sorry but we will not be refunding your stayThe voucher for a return visit is good to use for up to one year in order to give you time to plan another trip to our lodgeWe look forward to the opportunity to entertain you again in the near future.Warm regards,Terrie

In consideration of providing exceptional guest service we will offer ONE COMPLIMENTARY NIGHT IN A FAMILY SUITE FOR UP TO SIX PEOPLE This offer is not redeemable during holidays- nor available for upgrades and it expires months from today's date This will be our final offer- if you want to accept this offer please email [redacted] to make your reservation Thank you

This company has reported to the Credit Bureaus that no payments have been paid I have forwarded payment proof of payments This company has also charged my husband as well as me for the purchase of this item This company needs to remove this non-payment charge on my husband’s credit record This company is reporting non-payment twice for this item I know that there is an outstanding balance and I am willing to make arrangements to close out this bill

I was contacted by a Noah Bwho contacted me and began threatening to contact my employer and Bank concerning a Pay Day loan I have paid fully through ( [redacted] loan) In [redacted] it is illegal to contact my Employer concerning me I do not appreciate being threatened or yelled at If there was a problem I would like to settle it before being threatened by someone

We are sorry that [redacted] feels the conditions while she was were here did not meet her expectations Everyday there is a cleaning process that takes place throughout the Lodge and that does include the waterparkIn the waterpark floors are pressure washed days a weeks and in addition we use a sanitizing chemical that is put down on tables, chairs and floors to help sanitize If there is something that another guest gets in the pool our process to clean it up immediately is done and we follow the guidelines set forth by the CDCAll of our pools are sanitized by chlorine and these chemical levels are checked every hour which exceeds the state requirementIn addition, an outside lab also does water samples once a week so that they can identify any thing that we would not be able to see which include recreational water borne illnesses or any organic matter We work closely with the Department of Health so that we are in compliance and they do make routine checks on our facilityUnfortunately, we cannot control if other guests are ill and use our facilityJust like at a school or child care center, kids do pass things easy through touch points like handrails and door knobs no matter how much you sanitize In regard to the refund, [redacted] ***'s credit card was credited back on 2/26/because she did not stay the second night and that was refunded in the amount of $ Different credit card companies do have different posting policies for credits, so the holdup may be on the credit card companies side and would be best answered by them

Received targeted marketing indicating an itinerary for a reservation, with the number in the subject lineDue to the subject of this message that indicates that a purchase was made, and caused me to question if I inadvertently booked one while browsing I tried calling GWL, no response, and now will call my credit card company to verify that no such purchase was made

On August 5, a MrPeter Ccalled on behalf of this company at my place of employmentHe introduced himself not as debt collector but pre-legal agent for a pas debt owed and this was the only number he had to reach meI advised him to send me something in writing about this matter at the address he has for me but he proceed to say no that he must speak with me right nowI hung upHe then called me at ###-###-#### my personal cell and left me his name and information about legal action that is pending against me that he must discuss I sent a letter to the address on August 5, by certified mail that you have on file for this company asking for further information to confirm this debt and stop calling me at any numberI want to only deal with any matter with this company in writing because MrClied to say he did not have any other numbers for me..only my employer number

On July 7, @ hrs, I received the following call/voicemail"This message is for *** [redacted] this is Frank Jpre-legal division Alliant CapitalCall to advise you as of today, you are under pre-legal review regarding a potential claim being filed against youThis is in connection with the transaction that you previously authorized under your name and social security numberIf you wanna provide any input on the claim I will need either yourself or your attorney to contact the office ###-###-####When you call, make sure to ask for the pre-legal divisionAnd provide your claim number ***-***- USThank you" My wife got the same message, except they indicated a claim against my employer as wellAt no time did I received notice through the United States Post Office of the debt as required by lawI have my credit report in hand and have reviewed it thoroughlyThere is not mention of this company at all

I'm certainly sorry that Ms [redacted] is not satisfied with our room adjustment that was made after our phone conversationIn a gesture of hospitality I authorized 50% off of her first night room rate and associated taxes The room rate was $plus taxes, and we refunded to her credit card a total of $The represents $in room rate, $in State Tax, $in occupancy tax and $in county taxWe will not be refunding her entire stay per her request.In response to our lifeguards and their training, they are indeed required to do rescues using the training doll during operation daily as part of the Ellis and Associate on going training requirementWe do have signage up that describes this training inside and outside of the waterpark to inform our guestsThis type of training is only effective if performed in real time and our guards are evaluated on their response timeWe are very proud of our safety record and lifeguard training at our resort and have received the rating of Exceeds from the Ellis organizationI apologize if you were surprised by this type of training, however, it's imperative that our guards do not know when to expect to be tested.We appreciate the opportunity to entertain Ms [redacted] and her family at our lodge.Warm regards,Terrie Z***

I got a voicemail from Alliant Capital left on my cell phone asking for my sister's full name (who lives in another state) I'm assuming it was a debt collection It's not my business to know my sisters financial business Why are they contacting me on my personal cell phone and leaving messages about her information? But what puzzled me is that they left a reference number that was the last digits of my SSN They are manipulative in trying to receive information I have a problem with them sharing information with someone else to get more information There has to be illegal

I havent received any calls or emails from this businessi check my voicemail dailyi havent received any voicemails eitherRevdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

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Address: 549 E Rochambeau Dr, Williamsburg, Virginia, United States, 23188-2148

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