Great Wolf Lodge
reviews and complaints

I have two huge complaints about my families first time to great wolf. First of all we couldn't enjoy our second day because four of us got food poising from the buffet and ended up sick, so sick we are still off work/school today. the second complaint is that we had no balcony or area to dry swimsuits when the room is charged based on a balcony, how is that ok? the room was also incredibly dirty there was a spider web the size of a football above the couch in the living room! I am so disappointed

Conf #[protected] Name: Colunga Family
We arrived around 6:30pm on Sat Sept 4th 2021 to check in. Upon check in a gentleman named Juan was very helpful. At this time we found out that the rep we talked to on the phone had mis-informed us about what was included in the packages we bought but he made that right. Then we put our luggage in our room and headed straight down to start the fun for our 4 boys. Our package included various things like a Souvenir cup with unlimited refills, a cup with candy from the candy shop and $100 food credit. When we went down to collect some of these items at 6:45p we found that buckets was closed so we could not get our cups.. the candy shop had already closed and to our surprise so did all the restaurants therefore we couldn't even eat dinner. We had very little time left to even swim. Following a short swim which closed at 8. We were able to get in to the interactive game to get and activate the wands needed to play. However they had left a young girl to run the shop alone with a line of people and she ended up freaking out saying she was autistic. She charged us incorrectly and apparently didn't activate the wands. After wasting 45 mins there we had to return and get another employee to help fix the issues. By that time we were starving so we then had to drive to find dinner. The next day now that we had basically wasted the first day there we had a lot to get done. It took all day and again into the evening to collect and experience everything. Come time to eat we realized that only the pizza shop was ever open after breakfast all the rest were closed permanently. However once the evening time hit again everything started to closed about 2 hours before the listed time. (I have picture and video evidence). So I confronted the pizza restaurant on video asking what time they close and then when I asked why they closed so early the evening before he refused to answer me. All the other employees also ignored my question. Like I said they were not the only ones all the shops and events closed WELL before they were supposed to. Because of this my children were cut short on experiencing what we had paid for not to mention we wasted majority or of our food credit because nothing was opening to use it. Needless to say we were very disappointed with our stay at the Great Wolf Lodge Colorado Springs. At this point as I am among the top 10% of Google reviewers in the world, I cannot honestly give a positive review about our stay here as unfortunate as it is. I tried attaching both my photo and video but am getting an error that it is too large. 5 mb is the limit and owne picture now days is way more that 5mb. Please provide an alternate way to submit this proff.

We have called for a month straight to ask to check in early and also have conjoined rooms all to be told we can't even pay extra for upgrades or early check in. We get there and a gentleman from Paris, Tn says we have conjoined rooms. I bought two rooms to find out after swimming ours were not together.

Now we're teachers and special needs moms and talked with the manager Grant to be told that the gentlemen that helped us has been there since it's opened and never promised that. And our room keys don't even work, we even paid for wolf passes to be treated like we are liars and that I shouldn't be mad. Our kids were so upset they threw up from it. Definitely need new customer service manager and employees for food area.

Every one else is nice but please if you're a mom book at the dells not here. I promise it might be new here but things are all broken and never working right. Dells is amazing, Ohio is amazing, and Georgia also. We have been all over to many great wolfs and will never come back to this one which is only 30 minutes from our house.

The food is awful people don't wash their hands and use same gloves for garbage and then serve you, yuck. And to make it worse just because you speak Spanish doesn't give them the right to be swearing in front of you either.

I called your customer service prior to booking my reservation to make sure that it would be OK that my son wasn't able to wear a mask or face shield due to the fact that he has a disability and is over the age of two.

I called twice and both times I was told that he would be fine to enter your hotel.

I called two more times prior to our reservation to make sure there was a note on the reservation that he isn't able to wear facemask or shield.

I booked my reservation a month in advance, when the day came to leave I filled out our covid-19 screening questions and put that of course my son isn't able to wear and it says I have to now call the actual hotel I am staying at which was Niagara Falls Canada.

I called and the gentleman (who was extremely rude) told me that my son has to wear a mask or shield or he wouldn't be allowed to enter the hotel.
Which is actually ironic seeing as you have people in your water park not wearing mask but my child isn't allowed to go to his room without either mask or shield on. I asked to speak to a manager and he said the manager is busy.

I clal you head office and now they're telling me the same.

My only options were to either force my child who has a disability to wear one of the two or cancel my reservation that I had booked a month in advanced and already packed up for.

I canceled and took my money to a hotel that would accommodate my child.

You not accommodating my child was basically denying him entry because of his disability.

I will never spend a penny at your hotel ever.

Disgusting.

* Hurricane approaching where I live
* Call to find out policy on such
* Was told by Martha that I could cancel without penalty, given customer services # to call ( Language challenge /it was difficult communicating)
* Caller customer service, it was a chance to win a $100.00 gift card. Told Briana I didn't want it I just wanted customer service. Briana's response was you have to do this first. I said " this is frustrating" Briana's response was something to the effect" your frustrating"! I hung up"
*I then called another customer service # I found. This was answered by Yolanda. She was very nice and helpful but once again, difficult to understand. Once again it was frustrating! She reported that you could only cancel at Massachusetts location. I told her that we wouldn't be able to get there due to the storm. She said she would have to get policy for the Pocono location and put me on hold several times. We finally got to a place where she said we could put the deposit on hold( which Wendy said you couldn't previously). I agreed to put the deposit on hold!
WOW that process was PAINFUL!
For such a large organization I would think you would have a better system in place for (not just a hurricane) any thing.
Also by the way, I called the Pocono facility on Tuesday 8/17/2021 it directed me to leave a voice mail, which I did. Today id 8/20/2021 and I have yet to receive a call back.
*As a customer service representative, I can tell you, your customer service needs to be reevaluated ! If you were to listen to the recordings from that day, I believe you would agree!
*I will go eventually(having a deposit of over $900.00, but I will certainly not recommend your facility.
* There is actually so much more! The reservations were under Scott Gardiner for 8/22/2021-8/24/2021. My name is Cindy and I handled the reservations and cancellations. Feel free to call me at [protected] or email me at cindy.[protected]@coldwellbanker.com.

I spent 3 nights at HWL in the Poconos with my family. $2000 later we left thinking how disgusting the food at the buffet was. Same exact menu every single day. Frozen, defrosted food. My kids refused to eat the chicken nuggets, greasy smiley fries and the Mac n cheese is the worst we've ever had. Inedible. If that didn't make us lose our appetite, the toilet paper roll with the previous guests diarrhea splattered all over the extra toilet paper roll behind the one in use made us all sick. I quickly turned it around back in its hole because my baby was sure to reach into the garbage. My husband grabbed a house keeper outside and told her the situation. Her response….. she HANDED HIM A PAIR OF GLOVES AND A NEW ROLL! All I have to say is thank goodness I wasn't there. I have never in my life heard of such a thing. Especially after the amount we spent per night. He found a manager and she took care of it. I am thoroughly disgusted and completely skeeved out. The rest of my trip just wasn't the same from that moment. I questioned every single thing I touched and I couldn't even enjoy myself anymore. During a time like this when everyone is so careful with spreading germs, that is UNACCEPTABLE! There was many more things that I just do t have the energy for like nerds all over my room from previous guests and my kids were trying to eat old candy from the floor the whole trip. Try calling the front desk to get it taken care of you say? No, they don't answer the phone! This place is in serious need of new management on EVERY LEVEL. I guess this is what happens when teenagers are allowed to run the show with zero direction from management.

Good afternoon
My name is Sabienne. I took my family to the Great Wolf Logde in Fitchburg MA for 5 days last week.For the 5 days, no one came to clean the room nor to empty the garbage. I called the front desk and asked or a cleaning and I was told per CDC they do not do overnight cleaning but they will send someone to empty the garbage. Yet no one came.
My son get bedbugs bite sleeping on his bed. I am very disappointed and discussed of the place.I reported the bugs bite to the housekeeping manager STACY, she along with the pool/water manager get my information and said they will call me after 1 to 2 days after they gave me some hydrocortisone ointment to put on the bites. No one call me after tI left this place last Friday.
My family loves to go to the Great Wolf lodge with this experience, we have to find another water park to go.

We brought our three grandchildren to stay at Great Wolf in Mason, Ohio, I spent quite a bit of money which I expected, my little ones were thrilled. We were not. I spent 128 dollars at dinner Saturday night 7/17. All the food was cold, part of the floor was broken with tape around it. It was awful. We were so excited to bring the little ones to play but so disappointed in the food.

Tammy Kreemer

7/16-7/18

I just called customer service and spoke with Aaron (he was unwilling to disclose his last name). The purpose of my inquiry was to clarify if a pharmacist qualified for the HEROES discount because it says medical professionals in its description. After placing me on a 5 minute hold, his final answer was "Yes sir, that should work". I then said "you say ‘should work', can you please give me a solid yes or no?" I live out of state and want to be certain whether or not this discount offer code will be honored. I told him this and emphasized that "no" is ok, I just need an accurate answer. He then proceeded to repeat that it "should work". I then asked if I could get his name to provide to the checkin desk if I should run into any problems and he was unwilling to provide anything beyond his first name. At this point, I was frustrated that he had not helped with a single issue at all and wasn't trying to make it better. I then thanked him for his time but told him we would be booking with another option due to getting no questions answered or any help through the "Customer Service" channel. To me, this would be more accurately described as customer disservice. I received no apology or follow up. Just wanted to share this distasteful experience. We will be avoiding GWL in the future if this is what is to be expected. Thanks

Hi I booked a birthday party trip for my son and several families over two months in advance. I chatted online with a representative and I inquired about a cabana as the webpage would not pull up. I was told it would be $120 plus tax. I should have booked right then but I told them I would book in a few minutes... no mention of price "fluctuations". I chatted with another representative not more than 10 minutes later and they told me the price was $320 plus tax. I said I just chatted with someone and got a way different price. They said sorry we can guarantee prices that we give you given demand. Ok so in 10 minutes the price in two months went up almost triple the original price. This place is a scam. Not only did I pay Ritz Carlton prices for a room, but when I tried to add extras they change the price on me in 10 minutes. I am thinking about canceling the whole trip and birthday party because this is not what a company should be about. They are taking advantage of their customers!

The california location texted me at 9:00 p.M. At night letting me know that they were no longer opening their building even though me and my children have already traveled out of our way to be closer so that we can wake up and check in since I was told the day before we could check in at 12:00 and then the next day at 9:00 p.M. The day before our reservation they decided they were no longer opening the building and they told me that they would not help me get another room for another day because they do not know what they could do. This reservation was for my five year old birthday party and I had to break my children's heart and they felt that they did not need to fix a problem even though they didn't even give me 24 hour notice that they were canceling my reservation due to their own personal problems with their company.

There is no sociy distancing in Sandusky Oh and Mason Ohio location.
Not 50% Capacity
They are running full force.

I have been there and it's well packed and now I read complaints on others..
Virus is not taking lightly at these locations

I sent a detailed message of my complaint to the kcks location and I do not believe they will take it seriously. I used to work there and was harassed by not only a person in housekeeping but also my superiors... Please have them forward my complaint to someone who will take it seriously because my family wants to return but I don't trust the employees who harrassed me that are still employed there. I don't feel safe staying there with then knowing I complained about how my complaints of being harrassed were handled. Until something is done about it I fear my family and I will be treated poorly and continuously harrassed until this matter is resolved. Please, my kids want to go back and I don't feel safe. Thank you.

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.