Great Wolf Lodge
reviews and complaints

At approximately 11:30 pm I went down to motel office to show them a video of a bug crawling on our TV. My 2 children were watching TV and they are the ones who noticed it and my daughter was screaming. I guess according to the lady at the desk it was a Stink bug and I also showed her a picture of out bed sheet that had BLOOD STAINS on it. At 11:50 she called security and was going to have us move rooms. Sorry NOT at midnight with 2 children. I recieved a email from house keeping stating they were going to call me and with 3 emails sent still NO call back regarding this situation. We are not satisfied with the lack of customer service and the handling of this situation.

On Oct 25,2022 I had made a complaint to HR about the mistreatment and favoritism that I’ve have seen and others. I tried to get a meeting with Katie and Norris who are new HR team members to listen because they would be good in being fresh new eyes for the other staff in HR I knew and also heard that they sweep things under the rug. The head director of housekeeping and head of HR are outside friends away from the company. I was retaliated on 11/3/22 to a suspension without pay during the holidays and end of the year with children. The director in housekeeping has a BIG turnover in her department. Every month seems like she looses 3-4 people, but when your loosing managers and supervisors is definitely a red flag that HR is not paying close attention to. The housekeeping director abuses her authority as a manager she picks and choose who she wants to write up. I received one write up for calling out from work I also went to HR about that. For you get 12 points I was only on 6 so why a write up. The agency workers would work overtime and the director will cross time out due to announcing they need to be done by 4pm because guest can check in…goes to show everything I mentioned in my email was absolutely true because after my email it didn’t take them long to cook up something. She is definitely the reason people leave because she is not a good leader to work for. The numbers don’t lie and she needs to be accountable for her actions. As for my suspension I asked for a copy they wouldn’t let me read what the put or go into detail until I signed it. I than ask for a copy of the old write up for calling out they also didn’t provide that. As for this company supporting to be family oriented by her actions and HR cover up this was the worst experience in my life that I ever worked with in housekeeping due to poor management.

Great wolf Lodge grapevine Texas horrible place to work in housekeeping.

I booked a stay with my 2 boys and my parents to spend some family time and celebrate my birthday. We purchased meal plan. On Nov 13th, 2022, we ate breakfast at antler shanty. Our server Kade made sure we had the worst experience ever. We see her total 3 times, she walked by pretend she doesn't see us having request of refilling our drinks. Finally, we had to stop her by hand, can we refill our drinks we asked. She said yes? Then we waited another 20 mins, kids couldn't wait any longer for water. We had to ask another server to get us what we needed. Imagine starting your birthday like this. I spoke with the manager, manager said he will talk to Kade, and made excuses for her. Front desk said restaurants are not under their management, no refunds can be made. Meal plan is a total rip off. They can do whatever they want since tips are included!

Hello. We stayed at the Bloomington Minnesota resort last weekend Thursday through Sunday Oct 27-30. We traveled 6 hours to stay for the weekend with 2 teenagers whom we take to Flowriders. We are avid riders and even bring our own board. When we arrived we were informed it was closed. It remained closed all weekend. We travel specifically for places with Flowriders. This disappointment was responded to with minimal effort to make our stay less disappointing. We were offered but we Linder two plastic light up pumpkins or an arcade card that would have ended up only costing us more $. I suggested other ways they could offer some sort of making this up since our trip was ruined but was quickly dismissed. Upon leaving I asked to speak to the manager and was told she would contact us that day. Still waiting 3 days later. I attempted numerous times to garner some sort of responsibility on the resorts part while we were there with rude and dismissive comments and lack of consideration that our entire reason for traveling there was for the Flowrider experience. I would like some resolution to this issue with a manager. Never at any point was the Flowrider listed as closed on your website nor when I told the chat personnel that they were misadvertising it stating it was open when it was not is not acceptable. People traveling need access to this information so informed decisions for travel can be made.

This was our second trip to Great Wolf lodge and my kids were very excited! Have to say our stay was not the best! When we arrived Friday the pool with the basketball hops was closed due to short staff. My son had been really looking forward to this! Did not open the entire day! Saturday the two best water slides were down and were not able to use them the whole entire day! Tide pool had been shut down due to some kind of incident for an hour plus. Bathrooms were extremely dirty with hair all over the drains and water towel and toilet paper all over the place. Tables around lodge were not clean. You could tell that no one was walking around a cleaning the tables where people ate. Very obvious they had not been cleaned at all that day! Have pictures if you would like to see! Would love to say we would be returning but this was a disappointment! It is expensive to stay at the Great Wolf lodge and this was not a great experience!

See attached pictures of emails. We have a long history with GWL resorts and for the Colorado Springs location specifically we have done month groups there since their opening and with high revenue numbers for those monthly blocks for years. The exception is we haven’t placed groups at the Colorado Springs location for 2022 and now 2023 due to their sales rep Michelle Apricio (Colorado Springs location) is refusing to do group blocks for 2022 and now 2023. I know that this isn’t company policy as we continue to book groups at all other locations not only successfully but with high revenue numbers.

Would

Like a contact in national sales to work with to book the the group blocks at Colorado Springs location. Would also like the owner and ceo to be advised of what is going on - as I am certain refusing high volume should not be happening but especially at a time when the world is still recouping from

Covid loses

This location discriminates against Childrens with disabilities like autism. A noise complaint was filed and they confronted us. Understandable. However it was informed to them the reason of the noise is because of a child who has autism was stimming to calm down. They did not care for the reason. They continued to threaten saying they’d have to escort if the noise continues. I do not recommend this location until they resolve this issue and do proper training for these situations. This is NOT ACCEPTABLE.

Registration started at 9 am october 14th.. I called at exactly 9am.. I got hung up on 3 times. The fourth time I got put on hold for 47 minutes then got disconnected again.. I immediatly called back waited on hold for another 30 minutes to be told that all dates were booked he then tried to book me a room for 500 dollars which I told him I could not afford.. I am very dissapointed as I wanted to take my grandchildren we can not afford to pay full price. By calling at 9 am all excitef I thought I was a sure to get a room

On September 27, 2022 I booked a room at the Great Wolf Lodge in Concord, NC for October 9-10.

I also added on a breakfast package that was a "deal."

I was charged $75 for the breakfast package for my family. My family was 2 adults and 4 children ages 9, 6, 4, and 3.

When we ate at the lodge the prices posted for breakfast were 14.99 for adults and 9.99 for children ages 4 and up. This means if I had paid for breakfast with the package it would have been $59.95 before tax. I paid $15 more for the package that should have been a special deal. I do not understand why?

We stayed at the Wolf Lodge in Kansas City. We left on Monday, October 3. Drove over 6 hours. We got home and my grand daughter went with us says where is my Barbie dolls? Right away I knew I had forgotten them on the coffee table in the room. So I tried to call the hotel and I could not call them direct. I had to fill out a lost and found form and as of today I am still waiting to hear back from them. The item is not lost and there is no reason they did not find it. There was 6-8 Barbie and Chelsea dolls and a lot of new Barbie doll clothes. Two twin babies that went with the Barbie. There was L.O.L. Dolls and accessories, a large pink convertible car for the Barbies, also some bracelets. The biggest problem is that her parents just separated and she has been crying because these were a gift to her. Makes me sick to think that I Left them and we can’t get them back for some reason. The lost and found said they haven’t located them yet. How can they not locate them unless they were stolen by a employee. I notified them immediately. They are a shady company that you can’t talk directly to. We had other issues at the hotel. Furthermore all of the items were in a gray plastic tote.

I booked three day passes for a total of $165 and saw that my credit card had been billed $300. I called and cancelled the reservation and was told I would be refunded the full amount. However, reading all these complaints makes me feel uneasy. I wonder how this is even legal and will definitely file a complaint, if they fail to refund me. I will further warn friends about this company’s shady practices.

To Who It May Concern:

It is not often that I feel compelled to write regarding an experience either positive or negative but my visit to The Great Wolf Lodge recently needed to be reported.

May I preface by saying that this is not my first time at your facilities. We stayed in Colorado Springs a couple of years ago at your facilities and extended our stay because it was such a wonderful experience. I planned my trip to the one in Anaheim California a month in advance and took advantage of the Platinum Dining Package and the Pup Pass as well for a total of $558.08. The day of our arrival we were at Disneyland and I called to ask if we arrived late was it a problem. I was told if we did not arrive by 11:59pm on the 29th my reservation would be cancelled and I would be charged still. Needless to say we left Disneyland prior to closing and got to the hotel at 11:30 pm. The front desk found my reservation and created the wristbands for our stay. We went up to the room assigned us and after three attempts to open the door with the wristband I went back to the lobby to see what the problem was. I was informed that the wrong room had been given and went back up to the room. The pullout sofa bed was like cement and although I personally used it would never recommend it for sleeping. We went down in the morning waiting for out other party in the lobby while deciding where to have breakfast. We went to Dunkin Donuts ion the facility and ordered donuts and coffee in the interim. I used my wristband but it did not work. The clerk asked for our room number and accepted payment by that method. We went down to the lower level to see other options for dining and stopped at the gift shop. I made a purchase and when I went to pay again I had an issue so I used my credit card. The clerk tried to charge the room but it was declined so she called the front desk to find out why. I was told that I would have to go back to the front desk to resolve the issue. At the front desk I was t old that the bands were not properly activated and issued new bands. We went to the water park and purchased food inside and at that time used the wristbands to pay without incident. The food was terrible. The chicken sandwich was overcooked and not seasoned with a pickle and small dollop of mayonnaise on it. There was no lettuce and I had asked for no pickle. My hamburger bun was hard and the 2 pretzels ordered were hard as well. We then got ice cream and were informed that their wristband scanner was not working so cash or card was necessary. Upon leaving there, I went to the front desk to ask how much was on my platinum dining package and let them know we were checking out and get a printed copy of the bill. I was told $ 66.71. I said we were going to the Lodge dining room and would I have a problem. The desk clerk assured me it would not be a problem. After dinner I told the server that I had 66.71 on the dining package and would pay the balance on my credit card. She assured me that it would all go on the room and card would be charged the difference even though we were not in the room any longer. She came back to you table and said it was declined and she would see why at the front desk. Upon returning she said it was handled and we left. The fiasco of the wristbands was a ridiculous. I am glad I kept my purse on me for payments. The excess time going back and forth to the front desk was unnecessary had it been done right at the onset. I am handicapped and walking excessively is difficult. I cannot recommend this facility at all. I had several friends who wanted to see about taking their families but I would steer they elsewhere after this mess.

Regards,

Lynn K. Peterson

I recently stayed at the lodge in Manteca Ca. Where I was over charged 15$ for a towel which I called about and filed a grievance about. I suppose it will come out in the end.

However it does make me wonder how many customers they make this same false charge against and with them already charging a resort fee what their doing charging for towels at all. I find this policy to be straight foul play.

On 8/28/2022 I had reservations for two deluxe bunk bed rooms and was informed I could check in at 4 pm. I got there a little before 4 pm to ensure I was on time and that we could enjoy the waterpark and event I had planned for my daughter’s eighth birthday. My second room was not cleaned. It took almost an hour before I was notified that it was cleaned. In the the meantime my guest were crammed in one room and we couldn’t even set up our decorations etc that I had planned for my second room. I went to speak to the manager Megan at the front desk but the receptionist told me that Megan the manager said she was too busy to speak to me and she just gave me a dinner voucher for 2 adults and four kids. Although my reservations were for 8! I felt very discriminated against as I am a women of color and as a manager the right thing to do is to have the courtesy to see what at least was going on or apologize for the inconvenience. Megan did neither and she did not even show her face! I was highly disappointed. I plan on taking this incident a lot further as my money or time was not valued as a frequent customer. I had guest that were unable to come due to us getting in the water park late because of the inconvenience of our room not being ready. Then later that evening once I went to use the voucher for dinner on the second floor the cashier was unsure of the amount that could be utilized. Then he came up with a random amount of $55.00, until the food manager came and said no her entire tab is on the hotel which was was $92.00. I was really frustrated at how the customer service had been for my daughters over night stay. The next morning when I get home I noticed that I begin to itch all over my body with welts that not only itched like crazy but we’re oozing. My bed had bed bugs and I have photos of my body to confirm. This was a horrible experience. I have never ever felt so discriminated against, disrespectful and treated so poorly. I will be taking my complaint further.