Service
Greatwolf refuses to refund my fees during Californias mandatory Corona Virus mandate. I Booked 5 days ago for my daughter birthday. I was told that if I cancel I forfeit my entire amount. The representatives refused to answer any if my questions about saftey and liability. How can a company require you to come to their facility but can't confirm its safe. Dishonest and immoral.
Read full review of Great Wolf Lodge and 1 commentHorrible customer service / discrimination
I had booked a reservation and needed to change date well in advance due to illness, to ensure I dont spread germs to others at the park. I called and on the phone was Kaylani or Kayla-Annie, something that sounded like that I'm sure i'm misspelling. Either way, upon answering the phone this young lady noticing my accent (I do pronounce words well and have U.S. doctorate degree for record), the lady assumed she needed to talk to me in a slow motion and sloooooooooo-wly s-p-e-ll each and every word. Upon asking her what the cost per person would be she said: "Seeeeeeeeveeeeeeeeeen zeeeeerrroooooo dot zeeeeeroooo zeeeerrrrroooooo, ooooookkkkkkkk"?
It was beyond disrespectful and unneccessary, needless to say that it would make you not having anything to do with company ever again, and spread the word of this derogatory and discriminating call. I called another agent who rebooked my one night 2 day stay to day waterpark pass, no hotel stay, I noticed only after confirmation was sent, and on Monday, schoolday! I am beyong dissapointed and feel sick at how I am treated by this company's inferior customer service today! If one can help - please do as this is awful. I want my refund as I can not trust that this company wont make further damage as I completely lost trust.
Booking/Billing
I booked a room at this location on February 20, 2020 for the dates of February 28, 2020-March 2, 2020..We came for my daughter's cheer competition. When booked I paid the deposit of $257.27 and had a remaining balance of $497.16 that they said would be charged at checkout which was today March 2, 2020. Friday night I was alerted by my bank that the Great...
Dining/Food experience
Greetings, Hope all is well! My name is Tina Jones and I stayed at Great Wolf Lodge on February 28, 2020-February 29, 2020. Upon us checking In the staff was very friendly at the check in station. This was my family and I first experience here at the Great Wolf Lodge. We stayed in a family suite and it was very warm and welcoming. However, the reason for...
management/cleanliness/overcharged
I booked my reservation back in October 2019 for January 31-January 2nd. I paid for half $300 when I booked. I called a few days before to tell the front desk, I had a new debit card, same bank account (money was already debited from my account) the employee was rude and annoyed that I wanted to put a new card on file. She desired the only way to do thi...
Read full review of Great Wolf Lodgeservice not provided
On 12/13/19 Friday our family stayed at the Great Wolf Lodge in Sandusky Ohio. We checked in and paid for the room in full for a 2-night stay. We left our room on Saturday 12/14/19 at 10:00am for the day, when we returned to the room we discovered that the room had not be attended to and was not cleaned by housekeeping. The room was left uncleaned; dirty...
Read full review of Great Wolf LodgeCustomer service/ staff
On our recent stay for my sons 4th birthday I had requested a quite room since he is autistic with sensory issues this was our 5th stay in a year span and always request this. Upon check in our room was directly overlooking the main lobby where you can hear all coming in and the music and activities until about 10 pm every night I asked to switch rooms wa...
refund due to canceling at great wolf lodge in gurnee
Booked an overnight stay via Groupon in Aug 2019 for my son and a few friends for his 13 birthday at GREAT WOLF LODGE (GWL) I paid $271 to Groupon. My sister called me Oct 3 and told me that GWL had bedbugs and that she saw this on Facebook and then forwarded thus info to me. I called GWL to cancel and was told I needed to cancel with Groupon. Called Groupon told them the same and they wanted to know why...told them about the bedbugs and was told I missed the deadline to cancel and get a refund. I needed to cancel within 9 days of my reservation. I told them I just found out and I am NOT willing to take the chance of everybody bringing bedbugs back home do I need to cancel and again get a refund. Nothing, so I called my credit card company and put in a dispute which took the charge off my charge until it is resolved. Just yesterday 11/30 it was back on my bill. I called and was told Groupon is not at fault they provided the service if the voucher and that's it. What now? I am trying to get the CEOs of both companies to write a letter. Groupon nor GEL is not at fault so I am for not going because you have bedbugs. I wanted to go or I would not have made the reservation. This issue left me scrambling for another place to have a get together a paying twice. Something is not right. If everyone would have come home with bedbugs EACH HOUSEHOLD then what and I would have looked like a fool and a bad parent when I was warned.
employee simiria williams
Simiria Williams (new hire) is a very rude alcoholic, and frequent drug abuser who smokes marijuana all of the time. She smokes illegal drugs BEFORE AND AFTER WORK. She has bragged to others about using mouthwash to pass her mouth swab drug test as she was just recently hired. If a urine drug test were to be administered and/or random on spot mouth swab you...
employment/ coworkers / hr
I am completely astonished. I have worked for this company for over a year and ever since I have worked there I have been treated so poorly by management. I was working as a room attendant (person who cleans the room) and if you work hard enough, you get a raise as long as you keep consistency. Everybody else was promoted before me and I got it about 7...
Read full review of Great Wolf Lodgemistreated from staff management
We had a hotel guest threatening our lives with shooting us and your staff would not contact police over the incident and gambled with my family's life I contacted your management by phone email and registered mail without a response my next step if not responded by after this will be to seek legal action great wolf lodge played with hotel guest lives as the individuals could of came back and started shooting guests and hotel staff and management took a gamble on their lives poor judgement call just to avoid scaring guest of a situation
customer service
Good Evening, Ms. Esther Hedberg located at the Colorado Springs, Co location was insanely rude and showed no sign of professionalism when dealing with my family and myself when we stayed. Instead of fixing the problem at hand, she tried to cancel my reservation because she couldn't handle the situation accordingly. Untill Ms. Esther comes and apologizes to my family or me i will never give you buisness again. I'm a local and have stayed at your resorts over 20 times. Never have I ever been treated the way Esther treated us.
Replied
customer service
I checked into the hotel 10/22. We purchased through Groupon. We arrived around 2pm the young lady asked for card and ID. She stated that she would run my card for 100.00 for incidentals. I said that was fine. I purchased a paw pass and gave her a second card to pay for the paw pass. I woke up today with charges to my card for 279.00 +187.00 from the...
Read full review of Great Wolf Lodgenon payment of wages
Hello my name is LaTaja Delaney. I was a bartender at the Gurnee location. I bartened at a wedding reception on sep 7 from 2:30pm -11 pm $15/hour. I attempted to clock in on unifocus but found out later that it did not go thru. I let my manager at the time(jake) know. I still havent been paid for these hours. I have contacted gurnee HR two weeks ago about...
Read full review of Great Wolf LodgeManager
We are here for a family vacation and arrived on 10/14 and didnt plan on checking out until 10/17. We had asked for a certain room closest to everything here due to our 8 year old son being autistic and having a lot of items to accommodate to his needs. My wife called the office and complained of our heat not working properly. The thermostat reader said 71...
Read full review of Great Wolf Lodgesecurity
On 10/11/19 my husband and I went for a night stay with our two year old son. We were having a wonderful time until our child wondered off in the arcade area. It was not even 15 seconds before my husband realized that our son was not standing next to us. We immediately went to the gentleman that was working at the prize stand. We admit, we were frantic. He...
Read full review of Great Wolf Lodgethe reason why I am complaining it’s regarding poor customer service, spent money for not enjoying time at hotel or pool area, noise complaint.
My name is Mario Sosa I am very disappointed about how customers get threated from front desk to hotel manager to guest relations. I booked a stay on 9/21 to 9/22/19 thinking my family and I will have a good time and we will have a good time and rest enjoy a relaxing time at hotel. So we get there at 4:30 close to 5pm to check in. Hotel front desk they take...
Read full review of Great Wolf Lodgeroom cleaning/ cleanliness
Everything was amazing till I got into the room, noticed the floor was not vacuumed no problem right then I go into the bathroom and notice the floors were not cleaned. I didn't want to upset the family and start the trip off on a bad note after spending so much money on my daughter 8th birthday. Me being a firefighter EMT I carry everything in my car so I...
hospitality
Told I had to wait at least 10 mins for the pool bar bartender as no one else could serve me - 6pm. Went to the buffet bar and asked for a beer the bar tender walked away. I'm not a mind reader, I have bad eyesight and the beer taps do not look familiar to me. What about, "no worries bud, you might want to check out our options here". Terrible service at 2...
Read full review of Great Wolf Lodge
Replied
Pool cleanliness, bad customer service
We are loyal customers have gone every year for a long time except for last year as we had a death in the family. So this year July 31st check out on the 4th, we decided to go and rented the beautiful new cottages. That part was absolutely amazing, we spent over 5K in 4 days, the stay itself was without any issues, we loved it. However, on our way back, my...
Read full review of Great Wolf LodgeAbout Great Wolf Lodge
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