Great Wolf Lodge review: Breach of privacy, poor customer service

To whom it may concern

We would like to inform you of our most unfortunate attempt to stay at the Great Wolf Lodge in Niagara falls.

We booked the loft for six people and celebrating our son's sixth birthday.

When we arrived at the lodge, Maisha checked us in to room 4070 on the fourth floor.

At this point, we had an hour and a half drive from the GTA.

When we went on to enter room 4070 on the fourth floor, the wristband did not work.

I had to go all the way back down to the check in area and stated to David that the wrist band did not work.

He activated the room key without checking the room or details and off we went back on to the fourth floor again.

At this time, my son really needed to go the washroom and I told him to hold it until we went into the room.

The wristbands worked, however other peoples' stuff were settled inside. It was another trip back to the check in area.

At this time, I was tired from the trip and from going up and down the stairs for multiple failed attempts. I explained the situation to Maisha at the check-in area who was able to offer late check out for us.

She re-checked us in to room 4082.

By this time it was already 7:40 pm

This came to show just to check in starting from the line was 50 minutes because of the multiple failed attempts to have our room.

Finally, we were able to be settled and went to the pool.

We got to the pool store at 7:55 pm and bought two goggles for the kids because we forgot to bring it.

By the time we got out of the store it was 8 pm, and we finally made it to the pool area and the whole place was CLOSED.

This was a complete mess.

At 8 pm, Now for the fifth time, I had to go back to the check in area again and speak with the supervisor which was David who gave us the room key to a strangers room.

When we checked in, we were not made aware of the pool closing times. The pool store did not notify us that the pool was closing soon.

David, the manager, offered to give coupons for laser tag bowling.

I expressed and stated that it was my son's sixth birthday and we really wanted it to be fun for him. However, they were not interested in bowling or laser tag.

David was considering to give a refund or comp for another date stay then I see Maisha go up to him and continued gossip happened all throughout.

At this point, David did not want to give a refund. We felt trapped and was truly disappointed with the customer service. We honestly felt slight racism with this place.

It was 8:40 pm and we spent more time at the check in area than spending time with our son for his birthday.

David finally agreed for a refund and this was so sickening to even think of since we drove an hour and half all the way from toronto. He refunded the deposit for the room but not the goggles. He said it needs to be done at the swim shop. We questioned as to why the swim shop would be open if the pool is closed at 8 pm. David reiterated that it's open until 10 pm.

8:45 we were back in the room to pack up and leave. We took the elevator to the swim shop and it was CLOSED.

For the sixth time, I had to go back to the check in area to refund the two goggles that we bought and not use.

At 9 pm,When I asked one of the girls from the lobby for help to get David, she said she doesn't know where he is. I walked again all the way to the check in and talked to Maisha.

David came and noted he can't do the refund however at the gift shop the retail manager can do it.

David left and I was left in the gift shop waiting again. I mentioned to David that this could've been done earlier when he checked us out.

At 9:17 the retail manager, Phil, gave me a receipt.

As I went in the car, I noticed only one of the goggles were refunded. I now had to go back again. Phil mentioned that David only stated one goggles. I got another receipt for the second goggles. Although the receipt showed the same time of 9:11 pm for both.

We have stayed every year at the Great Wolf Lodge before the pandemic and have many good memories.

It is very unfortunate to have such terrible experience.

It was embarrassing to open another family's room. That is a breach of privacy. It was even embarrassing going to the pool when we were very ill informed about the changes in the place. It was even more inconvenient to keep going back to the check in area because of the multiple mistakes.

Now please explain if this experience and 2.5 hours of going back and forth the 4th floor and the check in area worth $700?