Great Wolf Lodge

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 excepted no response to anything  with the great wolf lodge  so they had the room inspected maybe at that time their were no more roaches but I have witnesses and the front desk and I have the roaches with me

I am reaching out in regards to a complaint that was submitted on 11/14/14, case ID [redacted] by [redacted] pertaining to an issue she had attempting to use one of our issued promotions to book a stay at our Williamsburg, VA location. I have attempted to respond to the guest and to no...

avail.  I had sent them an e-mail on 11/21/14 and have not heard back from them at the time of this e-mail. Please let me know what else you need or what next steps we need to take. Howling regards,[redacted]

Review: I'm sorry to escalate this issue. This is my first time pursuing this sort of action against a business, but the issues are so serious that I see no alternative. I tried contacting Great Wolf Lodge numerous times over several months, and they have not even responded. Now I need to demand a full refund of $1,200.In July 2013, we stayed at the Great Wolf Lodge in Grand Mound, WA. There were so many issues I can't begin to list them all. After arguing with this very unfriendly business, we were offered a small coupon for a future stay (less than 10% of what we paid). Against my better judgment, I believed the promise of a better stay and went again. It was even worse. Below are some highlights. Some pics can be found here: http://imgur.com/a/Ha4BWAt this point, I just want a full refund of everything we paid on the two trips ($1,200). Here's why:1. The hotel is dangerous. I was in our room nursing my baby and someone burst in and ran in without turning the lights on. I began screaming, and heard them run out and slam the door. I called the front desk frantically and begged them to send security. They refused, saying "it was probably the cleaning staff." If it was hotel staff, they ignored the "do not disturb" sign on the door, they failed to knock, they failed to announce themselves, and they did not respond when I screamed "Who is it?!?!" Even if it had been hotel staff, they still should have sent someone up! Other dangerous items: The soda fountain at the snack shop had water pooled on the floor, causing my child to slip. I reported this and no one cared. It was still like this on our second trip. Also, there was a massive pile of pigeon feces right outside the main entrance. As we were leaving (already annoyed and in disgust), my toddler slipped in the poop, becoming injured and covered in filth. We had no room to clean up in, so we had to go the 2 hour ride back with a injured and pigeon-poo-covered baby screaming in the car.2. The sales rep lied. We were planning this stay for the 4th of July. We were looking at a couple of vacation spots. I called to ask if there would be a fireworks display at the resort (a deal breaker). I was told in no uncertain terms that there would be a display and that it would be visible from our room. When I got to the hotel and noticed our room was facing the road, I called to ask about this. That's when I found out the truth: no fireworks. My kids were devastated.3. The room was filthy. Gunk on walls. Gunk on floors. Food left in beds. The gunk on the floor in the entry way was so nasty (looked like blood), we called front desk to ask for a new room. They instead sent up a janitor. The janitor just "oh, that's been there a while. I tried to clean it, but I couldn't get it up." Then she left.4. The room was defective. My kid had to use the bathroom when we got up to the room. The door was broken, so she got locked in, so we had to call the front desk again. After a 30 minute wait, my poor kid finally got out of the bathroom. That wasn't a great way to start the stay, especially since it meant everyone had to wait to get down to the main attraction (water park). We also never could get the thermostat to work, despite calls.5. The service was awful. We had to wait in a super long line to check in. Even though this was a super busy time for them, they had only two people checking folks in. We had to wait 30 minutes to get to the desk, and another 20 until check in was finished. We had to repeat this process over and over throughout the stay because our RFID wristbands never functioned. The only way to "fix" the bands was to go down and wait through the long line again. Despite doing this 4 times, the bands never worked. We also encountered bad service throughout. The restaurant closed while we were standing waiting to be seated, even though it was only 5 p.m. We went to the cafeteria, and the special meal items advertised throughout the hotel, which we promised to the kids, were not availabDesired Settlement: DesiredSettlementID: Other (requires explanation)

I want a full refund (approximately $1,200).

Business

Response:

We have spoken with Mrs. [redacted] and agreed on acceptable compensation. Please close this complaint ticket.

Best regards,

Review: I received an email dated nov 13 2014 at 653pm stating to book a room for $159.99 per night from now-dec 26 2014 with code end of year. now the email said to book by nov 14 2014, I went to the website at www.greatwolf.com and the same promotion came up to book at 159.99 by nov 28 2014. I called the 800 # and spoke to [redacted] on Friday, nov 14 2014 at 530pm. she told me the 159.99 was available only to existing customers for which it didn't say this at the website. then, she put in several dates for me before dec 26 2014 and gave me prices of double what the promotion offered of $323 per night. im upset that I will be a new customer to come here and wanted to travel here for my birthday weekend of dec 26/27 and now im so discouraged and from the false advertising on prices and not so good customer service experience, I will not spend my money to travel here. I can take the 159 that I would have paid for one night and get that at a 2 night at a resort. I wish to speak to the district manager over the Williamsburg location on this experience. if this is how they treat new customers, I will not spend my money here and ill let family and friends know of the poor experience I had just trying to book a room. when I book it online for the 26-27 of dec I get the rate of 159.99 + tax but then it wont save and allow me to pay, so that's why I called In to speak to a rep.Desired Settlement: Desired Settlement: Other (requires explanation)

Desired Outcome Description: I wish to speak to the district manager over the Williamsburg.they need to honor the 159.99 or better yet due to this poor 1st time experience as a new customer they need to give atleast 25% off the 159.99 rate for one room. I just wanted to book a one night room here for my family and myself to celebrate my 35th birthday.

Business

Response:

I am reaching out in regards to a complaint that was submitted on 11/14/14, case ID [redacted] by [redacted] pertaining to an issue she had attempting to use one of our issued promotions to book a stay at our Williamsburg, VA location. I have attempted to respond to the guest and to no avail. I had sent them an e-mail on 11/21/14 and have not heard back from them at the time of this e-mail. Please let me know what else you need or what next steps we need to take. Howling regards,[redacted]

Consumer

Response:

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

Review: I booked a night for two with Great Wolf to attend a family wedding celebration. I paid for the reservation and the total amount of $148.04 cleared my bank account on 08/10/2014. The method of payment was my Visa debit card.

The night that was booked was for 09/19/2014. The morning of 09/15/2014 I was admitted to a local hospital, literally fighting for my life. I was in a medically induced sedation for about 1 1/2 weeks. I didn't go home until the first week in December. When my brother learned of my medical incapacitation, he contacted Great Wolf Lodge and cancelled the reservation.

He was told that the amount of the reservation, less the fee of about $30, would be refunded to me. The problem is that between the time that I made the reservation and when the need to cancel it arrived, my Credit Union had switched the method of how they offered debit cards to their customers. Everyone received new cards.

When I was able to communicate more clearly, I discussed this issue with my brother, as I still had not received the promised refund. We were told that the refund would be made to the same card which payment was made from. That card no longer exists. We were told by Great Wolf that they would reissue the refund. I contacted the credit union and explained the situation to them. They said that they would monitor my account and if the payment showed up, they would push it through to my account. No payment was received.Desired Settlement: I would like the refund amount that I am owed, about $120.00, to be given to me in the form of a check.

Business

Response:

Regarding Case ID [redacted] for [redacted], 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,[redacted]

Consumer

Response:

[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.]

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,