Great Wolf Lodge

Ms. [redacted],Thank you for sending me the name that your reservation was made under. I have researched your information and spoken to the manager that was helping you. I see that you arrived a day early and that all of our lofts were booked. Our front desk understood that you were staying for 2 nights...

not 3 as you were moving your reservation forward. We did find a family suite available on April 6th, and the rate for that room was reduced to $299 plus taxes and fees for the evening. The second day the loft suite was available and you moved to that room. On 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 leave. We 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 advance. I 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 lodge. We look forward to the opportunity to entertain you again soon.Warm regards,Terrie [redacted]

We are certainly sad to hear that the [redacted] family did not have a great stay with us over our beautiful Snowland holiday timeframe. The 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 day. We also have posted times in the lobby as a reminder, so I'm so sorry you didn't find them. Our lodge only allows guests that are staying with us to enter and enjoy our waterpark. It 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 lodge. I've looked to see if anything was noted as an issue from your stay but nothing was mentioned by any of our staff. We 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 longer. This 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 magi. We 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 quickly. In 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 [redacted]General Manager

I'm sorry but we will not be refunding your stay. The 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 lodge. We look forward to the opportunity to entertain you again in the near future.Warm regards,Terrie

Ms. [redacted],Thank you for reaching out to us. I understand that you have spoken to our Director of Housekeeping and he sent several pictures of the room that you stayed in at our resort. If you need for us to resend the photos we would be happy to do so. We certainly do not like to charge...

additional fees to our guests, however, when deep cleaning is necessary we do access a $250.00 charge in order to get the room ready for our next arriving guests.Please let me know if I can be of any other assistance.Warm regards,Terrie [redacted]General Manager

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 incorrect. The room rate per night was 249.99. 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]

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.Ms. Z[redacted] states that there is always a manager on duty to address any issues. This is false. There was not a manager on duty with the ability to access the safe, in order to correct the charges made to my room. I 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 work. That is why I called prior to making my reservation to verify if the Lodge did so and how much. As I stated in my original complaint, I was told they did not. When I checked in, I was told that because I was using a debit card it would be $50 and would take 7-10 days to release the funds. I am not saying that this authorization hold was done specifically to me. I am not uneducated, and for Ms. Z[redacted] to speak to me as if I am, is very insulting. I am simply stating, that I did call and was given misinformation and upon check-in I 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-out. As I stated in my complaint, I was made to feel that the desk clerk was accusing me and my children of lying. Her attitude and her disrespect was very rude. She 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 receipts. However when Anthony called me, he stated that the charges had been removed before I checked out. Which they obviously weren't, or I never would have known about them. He also explained that they were made at one of the locations that only require a signature. I was not aware that it was even possible to make purchases with only a signature. I was led to believe you had to use either the wristband or another form of payment. He 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 purchases. Why was the staff so lax that they did not verify the room and guest? Did they not ask for identification? In the response, Ms. Z[redacted] stays that the charges were showing on my bill but were not charged to my account. They were not charged because I refused to pay for them. I find it odd that they are unable to keep the story straight. The "hiccups" with the online system that she refers to in her response caused me and my children nothing but headache and aggravation. Adding even more to my frustration to what should have been a enjoyable stay to celebrate my daughters birthday. And, yes, I did check-in around 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 guest. My room was ready and I was given access, I did not request it. In the response Ms. Z[redacted] claims that the lifeguards watch the water at all times, and do not have discussions with guests. This is also false. They often engage in conversation with guests, other lifeguards and with other lodge staff. At one point during my stay, I witnessed what I am not sure was a training exercise or a practical joke. One 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 doll. Once she realized it was a doll, she smacked the actor and everyone had a good laugh. If it was a training exercise, it should not have been done while she was on duty in front of guests, without warning. If it was a practical joke, I am appalled. I also witnessed the lifeguards outside standing talking to each other for at least 20 minutes. I have also since spoken to several people who have had similar experiences with the lifeguards being unprofessional and lax. It also greatly concerns me that in the response, Ms. Z[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 child. They 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 broken. The 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 ways. I did receive a refund of 50% of the room rate for one night's stay. The room rate. Not the fees or taxes included, just the room rate. Once again, that isn't what I asked for and that isn't even what the response says. It says night's STAY. A STAY includes taxes and fees.In conclusion, I am requesting the remaining balance be refunded to me immediately. I have also attached the communication that I had with Jason at GWL Guest Relations.
Regards,
[redacted]

I'm certainly sorry that Ms. [redacted] is not satisfied with our room adjustment that was made after our phone conversation. In a gesture of hospitality I authorized 50% off of her first night room rate and associated taxes  The room rate was $219.99 plus taxes, and we refunded to her credit card a total of $125.13. The represents $110.00 in room rate, $7.43 in State Tax, $3.30 in occupancy tax and $4.40 in county tax. We 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 requirement. We do have signage up that describes this training inside and outside of the waterpark to inform our guests. This type of training is only effective if performed in real time and our guards are evaluated on their response time. We are very proud of our safety record and lifeguard training at our resort and have received the rating of Exceeds from the Ellis organization. I 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[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]
The reason I do not accept the response is due to the housekeeper lying on what occurred. The housekeeper reported that she saw me kicking my child in which is false. The house keeper did not witness me spanking my child. She was not in the same room as is to "see anything". I have contacted the police department in [redacted] and no report is being filed. My concern is with Great Wolf Lodge and how this matter was handled not with the [redacted] police department. My child missed 4 days of school due to your housekeepers lies. As far as the 32.03 I have already disputed this charge with my bank and have been refunded. The least you could do is allow me and my daughters to enjoy a 2 night stay at another Great wolf lodge to make up for such negative memories with our stay in September. I spent well over 800.00 on this stay and we have nothing but bad memories. You are not taking any responsibility or even picked the phone up to speak with me or apologize. I don't accept this response by any means

July 21, 2015 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 room. I spoke with her at approximately 3:30pm on Monday July 20th. Our 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 bed. He picked them up and told her that this looked to be cookie crumbs, but had it verified by our pest control specialist as well. There was no mention of any stains in the bunk bed area, or any other issue with the room. The 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 bed. In a gesture of hospitality he refunded the added room rate for a late check-out fee totaling $56.36 with tax. She also called the lodge and spoke with our MOD over the weekend requesting a full refund of her stay. Our 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 described. We 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 bugs. I informed Mrs. [redacted] of this on our call yesterday and apologized that she felt that she had issues with her stay. I also told her that we would refund ½ of her total room rate as a gesture of hospitality, which we have done. Total refund was $119.99. 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 describing. Terrie Z[redacted] General Manager Great Wolf Lodge, Mason

I havent received any calls or emails from this business. I check my voicemail daily. I havent received any voicemails either. 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]

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] I never ever intend to return to The Great Wolf Lodge, so a gift certificate for a free night does absolutely nothing to satisfy me. I was treated terribly & embarrassed. There was no part of this trip thT was enjoyable. I am not satisfied with this generic response to my complaint. It further shows that this company doesn't really care about the guests. I saved money so that my kids could have the best spring break possible & we were forced to stand at the front desk for a long period of time soaking wet, begging to not be kicked out of our room. The room that I had clearly pre-booked. I never cancelled the third night. All I did was check in a day early. It is not my fault of the employees at the front desk are incompetent. My family & I should not have been punished because of their mistake. Yes we did decide to leave after we had been talked to like animals & embarrassed & told to return to the water park & wait for a call to let us know if we would be kicked out of our room & forced to move to another room where my kids would have to sleep on a horrible couch bed! We moved across the street to the comfort inn where we were treated like human beings! This is unbelievable! I want a refund, not a gift certificate! I promise I will never ever be back to this horrible place & I will make sure that everyone I can get the word out to will know what kind of place this is!

Ms. [redacted],Thank you for reaching out to us. We appreciate the opportunity to address your concerns. I have spoken to our housekeeping manager that responded to your concerns last night. I apologize that our housekeeping team did not meet your expectations for your stay over service and...

understand in a gesture of hospitality she refunded $200 plus taxes, off of last nights stay.In speaking with our F&B manager, you ordered the Wine Down service on both nights of your stay. When he was notified that you felt that the strawberries were sour, he brought a selection of truffles in place of them. I'm sorry this did not meet your expectations and will have an additional $15.00 taken off of your bill.Our paw passes, which includes all of the items listed on the back of the pass, are an extremely popular and packed with a lot of fun experiences for our guests. Our pack members enjoy helping guests find and use all of the components of the passes, so I'm sorry that you did not find them to be helpful during your stay. Thank you for your comments, as we continuously strive to provide outstanding service every day.Thank you for visiting our lodge and for taking the time to reach out to us. We hope to have the opportunity to entertain your family again soon.Warm regards,TerrieTerrie Z[redacted]General ManagerGreat Wolf Lodge, Cincinnati-Mason

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Once again, the management response is extremely aggressive and rude. Once again I feel under the attack. This kind of behavior is simply unacceptable. 
I want to remind you that I am a customer who paid a lot of money for a service, including kind and polite treatment. 
In your letter there is not even standard "Dear Ms.[redacted]", to begin with.
My child was freezing, yet they telling me about an advertising temperature of 84 degrees, which was not a reality. I only wish I had a video to prove it. 
Are they telling me that I'm lying that my children were very cold? Unbelievable...
At least they are admitting that there is no actual signs or written rules that guest would acknowledge. Yet they want everyone to know how it works around there.
There is a line in their response were they are threatening that I could have been completely "removed from the water park for breaking the rule". What?
They saying that someone explained me how it works. I disagree - no one explained me -  I was denied without a warning and told to get out. 
The manager on duty called me back three hours later (they claiming only one hour later) after multiple requests to meet in person that she didn't granted. 
To conclude, I don't believe that the management "sorry" for anything that happened as I can see from this aggravated response. The apology doesn't sound sincere.
The management simply avoiding to admit they treated me unfair and made a mistake. Are they hoping that the whole thing just go away now?!
Regards, 
[redacted]

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.
Sincerely,
[redacted]

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 waterpark. In the waterpark floors
are pressure washed 5 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 CDC. All of our pools are sanitized by chlorine and
these chemical levels are checked every hour which exceeds the state
requirement. In 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 facility. Unfortunately,
we cannot control if other guests are ill and use our facility. Just 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 2/26/16 because she did not stay the second night and that
was refunded in the amount of $163.48.  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.

The reservation was made on an already discounted package called the Getaway package. We do not allow for double discounting on a ,reservation ,therefore that is why a work negotiated discount price was not able to be applied upon your arrival.Warm regards,Terrie

Thank you for the opportunity to respond to Mr. [redacted] concern. When we received the complaint concerning the room that his family stayed in we had the room professionally inspected for all insects. The 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 in. We have also sent him a copy of the inspection report that we had completed by a licensed pest control technician, with the results being negative. Thank you again for reaching out to us.Warm regards,Terrie Z[redacted]General ManagerGreat Wolf Lodge Cincinnati/Mason

[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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, providing that I do, indeed, receive the check as promised. I appreciate and am impressed with the response from the company.
Regards,
 
[redacted]

Dear Sir/Madam,The reservation that was book was a promotion that offered a steep discount and does not include a refund option. This is made very clear when booking the reservation as it's a special non refundable offer. Our reservation specialists have offered to move the date,...

however, I'm sorry we cannot refund this reservation. Warm regards,Terrie [redacted],General ManagerGreat Wolf Lodge Cincinnati/Mason

Received targeted marketing indicating an itinerary for a reservation, with the number in the subject line.
Due 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.