Great Wolf Lodge

*** *** visited our resort on March 26th/27th for a one night stayWe received a call from her on April 12th in which she spoke to one of our Directors pertaining to bed bugsWe immediately had the room in which she stayed inspected by a licensed State of Ohio pest control specialist,
in which the results were negative for all pestsWe then called *** *** to give her the results of the inspection and went over our room preventative pest control protocol as we have a very aggressive program*** *** stated that she found two bugs in her suitcase and feels that they came from our lodgeShe also stated that she had Orkin come out to treat her homeWe have requested a statement from her for these services to complete our reports and send to our risk management group

To Whom It May Concern:
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This response is in regards to the complaint submitted on
Oct 6, about Great Wolf Lodge
Our resort has a rigorous and solid program with regard to the
inspection, prevention and treatment of bed bugsOur staff is trained to spot
the signs of bed bug activity as part of their daily inspection, and know how
to respond appropriately and immediately on the rare occasion when they are
foundThis includes daily inspection of the rooms, beds, and box springs in an
attempt to identify any possible activity. In addition, part of our bed
bug prevention and identification system is to call an outside pest control
company to conduct further inspection if there is suspicion of bed bug
activity
On October 4, *** *** notified our
Housekeeping Manager, stating she believed there were bed bugs in her suiteWe
immediately took action and placed the room out of service and conducted a room
inspectionWe did not find any evidence of bed bugs but as a further step, contacted
an outside pest control company to come and inspect the room We have
also been in contact with *** *** and resolved her concerns and issued her a
refundPlease consider this matter resolved

This company displays horrible customer serviceThe representative was very disrespectful and unprofessionalI asked if the call was recorded,due to her giving different info from my orginal callThen she hung up on me due to asking for her bossShe went on to say I will nvr speak to him because he doesn't handle accounts and she canceled my arrangement, which I never requestedAt this point I no longer want to speak on the account but on the unprofessional treatment I was subjected toSomething needs to be done, no one should be treated in that manner

I’ve attached the e-mail I sent to the guest on Friday, 11/21/14. Her claim that she has not received any e-mails is unfounded. Furthermore, the offer of 30% off our regular rates was incredibly generous as it was 10% more than the promotion she had an issue with. Also, the dates she is wanting to come is the single busiest week for us across the entire country. If you wish to respond to the consumer (or have a member of your team do so) and let them know that I will honor the rate I quoted (provided the room is still available), but she will not get a lower rate than that. Otherwise, this case is officially closed from our side. Please let me know if you need any additional information. Best regards,***

Regarding Case ID *** for *** ***, our Rooms Division Director at our Wisconsin Dells location has been in contact with her and will be cutting her a check for the full purchase price to the amount of $148.04. We attempted to validate & verify her claims, but in the interest
of providing exceptional guest service, we felt it was best to move forward with the above action. Please let me know if you have any questions or concerns & please close the case. Thank you,***

Ms*** and I just spoke today pertaining to her recent night stay at our lodgeIn response to her letter, we always have a manager on duty at our resort that handles any guest concerns or issues throughout their stayI'm sorry that we did not have the opportunity to resolve any issues with
her stay while she was here.We do have an authorization hold of $per night for all guests for incidental chargesThis amount if not used is automatically refunded upon checkout, and depending upon the guests bank, hits their account usually within 3-business daysWith this being a holiday week, it might take a few days longerThis is not a result of any form of payment presented, as it pertains to all of our reservations.We did have to look up some incidentals that were showing on her bill, but were not charged to her accountThose were reversed and explained to Ms*** by our Director of Guest ServicesWe do have a new on line check in that was just introduced to our lodge and have had a few hiccups with emails reaching guestsAnthony apologized for any concerns over her check in delays with her wristband that had to be remade, however, I was happy to see that we got her checked in early at approximately 2:pm.Our lifeguards are trained at the highest level for safety and follow Ellis lifeguard standardsThey are trained to watch the water at all times and are not to have discussions with guests as this could be a distraction to them while on standAs discussed with Ms***, we do have some height and weight restrictions on our slides that are mandated by the ride manufactures that we must followWe have signage in place with these parameters, however, when someone does not meet those, our guards are required to tell them that they are too tall, etcWe certainly apologize that this does not make some folks happy, but safety is our number one priorityMs*** mentioned that her daughter heard our guards say that she was slow to finish one of our attractions and we will follow up with that guard, as we have adults and children on that attraction, some faster than others every day.We appreciate the opportunity to entertain the *** family and offered 50% off of her room night for a future stay in hopes that they would returnMs*** did not wish to return, therefore, in a gesture of hospitality, I have refunded to her credit card on file 50% off of her first night's stay, which will be credited to the credit card that she made her reservation on.Warm regards,Terrie Z***

I was contacted several times by this company to collect a debtI reached out to this companyClearly stated on the Revdex.com website this company does not have the necessary requirements to perform debt collection in the state of WisconsinWhen brought to the attention of the "supervisor" he suggested that the Revdex.com was wrong

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

After setting up arrangements with this company and accidentally missing one arrangement, we were being harassed during work dayWe called back tonrecrify the situation and were greeted by someone willing to work with us to make the proper paymentsShe placed on a brief hold and someone else came on the line, a maleHe waa excessively rude claiming he was a supervisorWhile I was trying to explain my confusion, he continuously interrupted meI asked him to be quiet so I could speak and he hung up on meI immediately called back, to which I did not even receive a.'Hello" but rather a "I dont know why you are calling here again" and hung up onI called back and asked to speak with his boss in which he said there was no one higher than him and that he was now suddenly director, and not supervisorI was told that since we were rude that balance in full was due on Friday of this weekI called the original loan company and they insisted I report them because of inappropriate custome

They have been calling me and harassing me about a debt they said I owe, I am not aware of this and recently had my identity stolenI will not confirm my identity to them and don't know how they got my information the lady in the pre legal dept keeps hanging up on me when I will not confirm my informationI am very weary about disclosing my personal inormation

Hello,
We apologize that *** *** feels unresolved about her stay in December as it appears that we offered her recovery for the issue that she brought to our attention during her stay.
Upon investigation, I do not find an email addressed to me or anyone else at our lodge; we
do see notes in her profile that she had a concern regarding a delay in check in but nothing about room cleanlinessRegarding this matter, we did offer a complimentary late check out and breakfast- when *** *** felt that wasn't enough she requested a Manager whom offered activity (Clubhouse Crew) as well.
GWL is passionate about providing exceptional guest service to all of our valued families and we feel that we did that with *** *** in this situation as well- having said that, in effort to show we care about her feelings we are willing to honor her previous discounted rate of $on a future stay for up to two nights. This offer will excluded holidays and may not be combined with other promotions
This offer will need to be made on property by a Manager
Please let me know if you have any further questions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]
I paid a total of after the late check out fee was refunded to me in the amount of 50% off of the total I paid would be I have received in this matter.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:From: *** ***Date: Wed, Oct 7, at 5:PMSubject: Re: Your complaint has been receivedTo: [email protected]
This issue has been resolvedThank you,
*** ***

Revdex.com:This discount that was applied was the discount I was supposed to receive upon arrival anyway through my employer with my badge. This was not a discount just given for the trouble.
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

I received a call from a telephone number that appears spoofed from a Debbie S*** The number that shows up on the caller ID is local and if I call it, it certainly would be a resident in a local city- NOT the business This Debbie S*** mentioned on my voicemail to contact the pre-legal department without acknowledging what company she is with I found that out by calling the 1-number she had left for me to call back In *** information I find that this business is a collection agency that I am unfamiliar with Please be advised MsS*** that your company does not have an active collection agency license in TN and I do believe that your company was held legally accountable for the same issue in West Virginia You are not authorized to collect a debt in TN without the proper licensure I have received nothing via US mail regarding any collection account at present Be forewarned If the calls continue, I will contact the licensing board in the state of TN

they call all times of the day and talk in threats

The lodge admitted to all of our allegations and complaints They offered a voucher for a free STAY We are asking for a complete refund We live hours away and will not be returning to the lodge Please refund our moneythank you so much

My name is *** *** (not ***)- I am the Director of Guest Services for Great Wolf Lodge Grand Mound.Ms*** called my office stating that she was in distress over what shecalled "security violation" and frustrated that I had not reached outto her, stating that she had spoken with a
Manager at our property and that Iwas supposed to call herI apologized and informed her that I hadn't receivedany information about this incident, listen to her claims and asked if it wouldbe alright if I investigated this a bit and returned a call to her.Upon investigation I pulled the audio files from our central reservation deskand listened to her unfounded accusations and other statements directed atthem; she claimed that “a person” had called in and was given her privateinformation. Later she stated that itwas a family member and that they were able to access her private information CRES made it clear that the only way that informationis released is if the person calling has specific information (this is similarto our property), the information is as follows:Reservation numberFirst and Last name with address verification supplied by the guestSpecific Date(s) of staythis will only allow the caller to make date changes & suite style changesto the reservation if there is no cost difference; please note any changes thatrequire cost will require credit card information that we have on file to besupplied by the caller and matchI contacted Ms*** and explained what I had learned and assured her that afterlistening to the audio files, that there was no cause for concernFurther, Iexplained the process outlined above and that none of her personal or financialinformation was, nor would ever be, releasedShe did not appreciate the explanationand stated that a family member called in and got information that they shouldnot have been able to get- when I asked what that was; she replied that theywere able to confirm my arrival. I explained that in order to do that thecaller would already have that information and reiterated our policyShereplied that she didn't like it, didn't feel that we cared that her securityhad been violatedI responded by apologizing for how she felt and that we doin fact care but that her security had not be violated by usShe then chose toend the conversation. GWL in no waycompromised Ms*** private information, nor shared it; safety is our guestpriority one. If you have any questions, I'm here to help!Sincerely,*** ***Director of Guest Services***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please
contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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,
*** *** ---Hi ***,I wanted to let you know that Great Wolf Lodge contacted me and gave me a partial refund, in addition to sending me a 50% off voucher for our next stay The complaint can be closed.Thank you,*** ***

Ms***,Thank you for the opportunity to respond to your concerns as I did receive an email from you yesterday and could not find a reservation under that name( see below) I apologize that you found any issues with your room upon arrivalWe use freshly laundered linens in all of our guest
suites daily and have housekeeping ***istance for any requests hours a day for any guest needsPlease always feel free to reach out to us during your stay if we can make you any more comfortable.I also read that you had ants in your guest suite and have asked our pest control technicians to inspect the suite that you stayed in at our lodgeWe do see a few ants on the outside patio areas of the bottom floors occasionally, and treat all of those areas for pests to try and keep them from coming in through the patio doors.It's also my understanding that you spoke with one of our Aquatics managers yesterday pertaining to your year oldSafety is certainly the number one priority here at our lodge and we take it very seriouslyOur lifeguards are Ellis trained, which is the highest industry standardWe are very proud of our safety record and our lifeguards performanceOur Aquatics Director has reviewed your comments with the lifeguard, supervisor and Manager that was on duty and feel that he reacted as trainedI appreciate you having a life jacket on your child and keeping them within arms reach of you in the water at all times.I'm sorry that your child was frightened as it sounds like your day was cut shortI would be happy to send you a gift certificate for day p***es to our waterpark so that you can return on another day to complete your waterpark experience and enjoy your family time.Thank you for staying at our lodge and for reaching out to meWarm regards,***Email received 6.11.17Worst experience I've ever had at the *** location. Bugs in roomHad to change sheets bc they smelled disgusting upon arrival. And the lifeguards are a joke! My year old who had a life jacket went too far out in the pool and went under. Lifeguard never even tried to jump in. Pretty boy didn't want to get wet. I was obviously close by and jumped in and pulled her out. My trip was cut short and I want my *** money back. I will continue to share my story on social media and the news stations!! Family friendly my ***!Sent from my iPhone