Great Wolf Lodge
reviews and complaints

First it the worst place for customer service and employee have no clue what they are doing.Food is pricey (overly) room are noisey. When we tried to extended because family was coming down to celebrate our birthday. We were given false information. My family was over charged .We had disappointed kids because ,they wanted to spend it with the rest of the family. Customer service horrible management horrible. We been To plenty of chains and resort and know for a fact they can not book a room your in and they must have a block of rooms . But this place does not care about their customers .We are basically told lies. Horrible experience. I come from a family who works for hotels. And we know how the it all works. This place stay far away not worth your money. Wish we could get refunded and my family money back. All we were told we can pay for a day pass.When we we told if we check out we still have access to hotel pool and other ammenties until 8pm . Stay far away a good birthday celebration came out to be the worst ever. Not to mention the extra we paid for while here only one night. We where basically told they did not care how far we traveled and if my family chose to stay somewhere else they will lose all there money. 800 plus tax and resort fee adds up for one night is not something you just throw away . It money we work hard for. Now we are displaced by false information and if my family wanted to cancel so we can go somewhere else in the area they will be screwd out of all that money. Management sucks they were accommadating what was already what we paid for. Horrible save your money go somewhere else not worth it at all. The room are cute but not worth the price at all. Or the horrible sevices never booking with these people ever again . Oh and the construction thats going on was not mention until we got here.

I planned a special Birthday for my grandson to stay at the Lodge, I upgraded to the Kids cabin. 06/22/2023

The visit was so bad that we didn't even stay the night.

Wait in line to check in only person waiting but everyone at check in was to busy chatting and looking at their pone. Wouldn't hold our luggage told to leave it in the car in the 100 heat with all of our toiletries electronics. No one gave us direction too the water park area and then we were told we couldn't take our luggage down there. Went to sit in the bar area while my son could take my grandson and his friend to swim. Bar wasn't open finally had to ask even though there were 4 employees 5 feet away talking. Finally someone offer help' Jennifer was amazing and took our luggage to the bell station. She told us how to get to the pool area. No towels offered slides were closed. Room was finally ready and I took the luggage up to the room. Paid for the birthday package and someone came to deliver the balloons told me to throw them on the bed no weight to hold them. Went to eat waited at the buffet and when we got there were told to come back they had to make food at least 1 hour, with 2 hungry boys. Went to the other restaurant and it was empty they said we would have to come back in 2 1/2 hours. Asked where else we could eat and they told us to leave the lodge as there were great restaurants around us. That was it. We let. never spent the night and at at Chili's on the home were we got much better service than anything at Great Wolf. When I talked to Customer Service they offered me a $200 refund. I spent easily $700 so far. Will never return or recommend them

Good morning. I was scheduled to have a phone interview this morning 06/20/2023 at 0700. I received several text msg updates prior to 0700. It is now 0730 and still no call. I am a retired law enforcement officer and was interested in your uniform security division. I understand you like to hire prior law enforcement.

If today is GREAT WOLF LODGES idea of attention to detail to provide a safe and secure environment for it's customers I will be retracting my application and resume.

Forrest Eugene Latorre

Upon check in, my husbands corporate credit card wouldnt work from some reason still unknown to us. We have recently been travelling throughout the US and Canada and never had an issue until we arrived at GWL. We were told we would have to use cash for incidentals which fortunately my husband had in his pocket.

We paid and proceeded to our room and such. We went to the outdoor pool area and I ordered my son a drink. My wristband wouldnt work. I went to the front desk and they said they would reactive it, she did whatever she did and said ok now everything is ok. Back I went to the pool bar and again it wouldnt work. The staff suggested it may take a few minutes for the changes to take effect. I went back 30 mins later to make sure the charge went to my room and again not working. I went back to the front desk and asked to speak with a manager as this was now interfering with our reasonable enjoyment of our trip.

I was met by Gio, with some attitude I may add. I explained the situation and was told that they have that issue with some corporate cards and he didnt know why. I was also told cash deposits ($306.50 on file) was not available on the wristband. I asked what they would have us do since the issue was clearly a GWL issue. (We had called my husbands company to confirm there was nothing wrong with the card and it was perfectly fine)

GWL does not accept cash anywhere in the lodge nor does it accept apple pay. They were not willing to budge to help us with our experience. I told Gio I worked in travel and even in third world countries had never experienced the lack of service I was being provided. I said I was going to write a review and was met with "good for you". At this point I requested the GM. I was told she was busy and he was who I could speak with. I called and asked for GM and Gio answered and insisted I speak with him. I asked her the GM's voicemail to which I was transferred. It took two calls and 24hrs for a call back which turned into telephone tag for a couple days. I then sent an email and received no reply from the GM. I am unbelievably shocked at the disgraceful service I received from a so called 5 star resort. We feel disrespected as guests and I cant believe I cannot even receive the most basic of apologies. I have emailed again and copied guest relations and my next step will be CEO and beyond.

Disgusting display of service and total lack of professionalism.

We booked a two night stay and paid the extra fee to be able to change the date incase my son has to work.

Well when I called to change the date as I paid for, they would not honor the prices we paid for. We were willing to visit months later to pay the same rate and even then they wanted to charge additional 300

This system is a rip off, and customer service is no help to families at all.

The room I paid for online is not the same room I was put in. The room was supposed to have 2 bathrooms and 2 fire place. It only had 1 bathroom and 1 fire place. The upstairs bed had old blood stains on the fitted sheet. The bathroom had mold in the shower. The ceiling fan was very dusty. For all my troubles, I only received half off one night for the stained sheet. Complimentary breakfast for the room, not being the same as online. I should have got a free night also plus discounted since the room I originally paid for cost more than the room I was giving. The hot tub in the pool area said adults only, and my daughter was asked to leave. We did not see the sign. The next day, when we were in the hot tub, 2 Caucasian female and a teenager were allowed to be in the hot tub. There were no extra tissue in the room, just a half of roll for a party of 6 don't make sense. The room smelled like cigarettes smoke. We complained and someone came with some spray. We were very unhappy waiting on someone to come out the restroom. For 6 people, it needs to be 2 bathrooms. I have arthritis in my knees, very unpleasant having to walk up and down the stairs to use the restroom. The complimentary breakfast the eggs were runny, the bacon was half cooked. My family and I were very disappointed!

Good Evening! I worked for GWL a couple of years ago and had to turn in a notice to leave. Because I was having a reaction to the COVID Vaccine shot. My immediate Supervisor was told and told me I would be rehired.. Yesterday I go to my interview and I was offered a position. When walking to the next section to give my offer letter and introduction. A lady with Red Hair and Glasses aggressively grabs papers out of GWL Employees hand. Then tells me she needs to speak with me. Next thing this person in a bully, aggressive and loudly speaking says you are a no rehire. I asked politely why because this is what happened. She then says idk I don't have the hard copy here but you can't be rehired. As this was a hiring event I've never been so embarrassed because I know have 50 plus ppl looking at us. With me being in management and human resources for over 15 years. I find this very unprofessional and uncalled for. Also I wasn't the only person she did this too. I know the Lagrange, Ga has a high turn over rate and other issues. This might explain a lot. Because you can't bully or speak to ppl anyway you want or title to do so. My family and myself goes to this location but after this I doubt we will be back.

Thank you

We stayed at the Great Wolf Lodge in Grapevine, TX with grandchildren ages 2, 7, & 10 on March 3, 2023 checking out on the 4th. We were asked if we had stayed there before and we said no. We may have been asked if we wanted to be in a Wolf Club, but this was NOT explained to us. We did not know it was a $90 pp charge plus another $55 for the 2 year old. First of all, I NEVER would have paid that for myself (or any of the others) especially me because I could barely walk, having broken my ankle a few weeks before. I was in a boot, but was barely just getting around. Also, all the amenities we wanted were already included in the price of the room (the waterpark) which I also could not use btw. I now understand that what was charged us included several amenities like free ice cream and arcade usage, none of which we used or even knew about! So, not only did I NOT request this service or agree to it, we NEVER USED any of it!

Most resorts have a system whereby if you are charging something to the room (golf, spa treatment, store charges, restaurants) there is a ticket to which shows those charges and is signed by the person. My husband nor myself ever signed such a ticket. We did not agree to these charges which total $447.73.

First of all, we did not request a receipt at check out and that is what I should have done. I trusted it to be sent to me via email, which it was not.

So, when I got my credit card bill, I figured there was a mistake. I then called and talked to someone at the main 800 number who said I must talk with someone at the local hotel. I did call the local hotel (Katie in Guest Services) who basically said I had to be mistaken because a supervisor checked me in and she would have surely explained things to me clearly. Well, when I asked to speak to a manager, I was told we have several, which one? I said I'd speak to any of them. I also asked for the manager's email. She would not give me that. Then she said, Manager, Kaitlyn, was in a meeting and she'd have her call me back. I'm still waiting for that call. It never happened.

I have brought my children through the years to Great wolf lodge in Fitchburg, Ma. We have always had a magical time. One of my favorite memories was Easter many years ago. So my husband and I decided to bring our granddaughter for Easter this year. To our disappointment there was no Easter bunny, or easter egg hunt, or even any sign of Easter at all. This was very disappointing since this was the sole reason we chose April 8th-9th 2023 to go. Then there was the emergency alarm that scared us awake on April 9th 2023. Can you offer any compensation for our disappointing and traumatizing experience at Great Wolf Lodge.