Great Wolf Lodge

Sorry to send this to 100% the wrong place but I don’t know what else to do because I can’t find the correct email for great wolf in general not just the hotel we stayed at. So I’m sorry to send this to you but if you could please find the time to forward it to the big guys my family would greatly appreciate it.

I’m so tired of retyping our entire story so here is what I originally went to Groupon with because as I understood it, telling the hotel wouldn’t matter. Since I purchased through Groupon. Here it all is-

We’re in the middle of organizing a funeral and figuring out a will. That’s why we were in Ohio…we wrote this one on our second or 3 rd day to Groupon…

our room has lots of issues right now our floor is vibrating from the construction underneath us. the kids can’t use the water park bc when I called to ask about when the water park closed before we booked our room, the girl I spoke to said it closes at 10 - NO it doesn’t ! it closes at 8 . That’s so early for a 15 and 17 yr old. We’re gone dealing with working out a will and dealing with attorneys and planning this funeral and this was supposed to be my kids happy time ya know? To come back to our little space of happy and fun. The woman I spoke to also said certain meals for breakfast were available with just the room. No package necessary….And there is no hot breakfast unless u pay! We called to make sure this place was good for the kids bc we’re here for a not good reason…this was supposed to be the fun part for the kids. So we’re literally staying here for nothing bc when we get home every night the water park is closed. even a regular hotel would’ve been better bc of the pool being open till 10 or 11 and having a hot breakfast - I don’t know what to do we have never used Groupon and this has been a terrible experience- everything has been terrible. Before I booked our reservation I called great wolf to MAKE SURE OF EVERYTHING the free hot breakfast and if it was a good place for a 15 and 17 yr old. I was told there’s a huge pool and a lazy river and apparently the huge pool is closed and the lazy river is a tiny person lazy river…nothing at this hotel was what is was supposed to be. There was no hot breakfast at all. My kids swam on night one, for 30 minutes as you can see by our swiping to get in…

Our entire stay was to be the happy outlet for my kids and things just kept getting worse and worse

Our balcony light was burnt out, when I’d try to sneak out at 9am ish either the construction RIGHT OUTSIDE OUR BACK DOOR or the CRAZY squeaky door woke everyone up instantly. I have pictures and videos of everything the door was insane with how loud it is. Since the pool doesn’t close at 10 like we were told, my kids had absolutely nothing to do when we got back to the hotel at night. They are way to big for activities and the SUPER LOUD BASS in the music that goes on u till 11 pm every night. I believe our room was right next to the speakers or something bc u had to listen to bass from the little show that goes on until 11 and it’s not me not picking it’s crazy loud like the door.

We didn’t have fitted sheets on our beds? We only had a sheet , which would slip off every night and be us on the mattress when we woke up…(no one wants to be directly on a hotel mattress) …one night my husband was trying to entertain my son and so for the first time ever they shaved! But they couldn’t bc the water wouldn’t get hot and even after that realized it wouldn’t matter anyway bc there was no water pressure to clean off the razor. There was gunk all over the couch, and up against the tv. The blankets both had stains all over them and I worked at a hotel for years and I know that blanket doesn’t get washed in between room cleanings - it just gets represented by the sheets ontop and underneath it. Which is fine - until they’re stained up. The construction under our room vibrated the floor like crazy with whatever it was they were doing when it would happen, the guy outside cutting wood would do it at 845-9am-ish every morning right outside our room. The mirror hadn’t been cleaned from the last people that were there and other stupid little things.

I want you to know this stay would’ve been fine had my kids been able to do what I was told would be available. Maybe the girl I spoke with was new …but everything she said to me , was why we stayed with you guys. A water park open till 10 and free hot breakfast every morning.

Something we can all do together and make the happy part of this sad trip.

We make our Ohio trip about once every 3 to 5 years. It’s always been about fun and family. This trip was not going to be good for either of those things so I wanted to give the kids the best to come home to and unfortunately it was heartbreaking to find out everything I based our stay on was incorrect and there was nothing I could do about it. Groupon made me believe I had to go through them which apparently I should’ve talked to the hotel more about it also.

I have videos and pictures, I’m not trying to be a jerk it just all piled up after finding out the water park did not have the big lazy river I was told it had, the water park was not open until 10pm and there was absolutely nothing included with just having booked a room for breakfast, not any kind of breakfast. Then I started trying to sneak out for breakfast and couldn’t , then all of the construction started and the loud music goes on for these tiny kids till 11 … and the outside balcony light was burnt out….then all of the stuff in the room.

I just wanted my kids and husband to be able to play together at night in a pool and wake up to being able to go down and get my family a hot breakfast to wake them up with in the mornings and I couldn’t do any of it. I will attach the video of the door but I have a lot of pictures and a video of the non existent water pressure ….we don’t go on trips so I wanted this to be halfway fun for my babies and it wasn’t even a possibility.

Called regarding difference in charge between myself and a family member - daughter.

My confirmation#: [protected].

Daughters confirmation number: [protected].

First time with my family at Great Wolf Perryville. Spoke to 2 associates, then Afrin - Floor manager. First associate said I needed to get confirmation number of daughter to go further. Next associate stated I need confirmation number and email or phone number. Manager stated there was nothing I could do since I had checked out. Didn't realize descrepancy till checked out and spoke with daughter. I was within time period for the Grand Opening promo, however, didn't see when booked. Request approx. $215 in a gift card for later use.

Please assist and reply back to: [protected]@gmail.com

Unhappy veteran.

My name is jennifer and i'm currently stuck in florida because of a hurricane! We had book the williamsburg great wolf but because of this hurricane the trip had to be delayed by a day or I would be driving with my family with the hurricane. We are currently at disney who has arranged for us to stay in our room during this stressfull time as it is not safe to drive! Staff here do not want my family in a more dangerouse situation as we are from canada! (funny money has not come up once at this disney hotel! But my safety has! My husband and the staff here have spent a few hours trying to figure out a way to drive around the hurricane so we could arrive at your hotel on time! This was not an option unfortunately. I did call to just back my reservation by one day as driving in a hurricane is unsafe! All I wanted was a little help and I got hey we can help you for an extra 1000! I understand staying on a saturday would cost more but I do feel like this situation is a little extra ordinary. We have stayed at many different great wolf lodges and a little help during this stressful time would have been apricated. I would have taken any room and even explained that I would understand if the hotel was sold out that you could not help but it was all about money! You could only help me out if I paid you another 1000! Again hotel disney money not a concern or priority! Option drive throw hurricane or pay you a thousand. That's really what I needed to worry about during this already stressful time! Then I was supposed to be thankful that the supervisor afrian was only charging me 50 to cancel so I would not have to drive throw a hurricane! Again would totally understand if the whole hotel was booked up and you did not have room but its not all booked up you just needed another 1000 to help! Who cares about my families safety! Wait one hotel did interesting! Thank god disney was able to help! My kids are disappointed and i'm angry, disappointed, never coming to any great wolf lodge again! As it has been made very clear that safety is not a priority! That really in a time of need you will help but really for a price and that price was 1000!

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!