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Booked a reservation through Groupon which I will never do again. Inadvertently booked the wrong date and was planning on using the room the same day as reserved. Long story, but father was in the hospital for a pacemaker and the room was going to be a place for the grandkids to stay and play while we were dealing with him in the hospital. Immediately contacted groupon who indicated they were unable to cancel the reservation because it was for the next weekend. They indicated that they were unable to do anything without an email indicating that the room was not used. It is impossible to get a hold of someone at Great Wolf Lodge that can actually answer questions. Great Wolf lodge is of no help if the reservation was made through Groupon. With Groupon you cannot talk to a customer representative, but only on a chat function where they do not respond. Great Wolf Lodge puts you in the phone system and you get transferred without anyone picking up the phone. The lady I talked to today indicated they will not give an email or anything that the room was not utilized.
Claimed loss: $322.94
Desired outcome: Refund of the funds or a room of equivalent value in the future
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On August 12th I made a reservation for Great Wolf Lodge for a room. The reservation was through Groupon and when checking out I checked to ensure that the reservation was for the 12th. While driving to the Great Wolf Lodge in K.C from Platte City my wife looked at the reservation and realized it was for the 19th. Long story, but the only reason we were getting a room was for our kids and other grandkids to be able to play. As my dad was in the hospital after getting a pace maker placed. We immediately tried to contact Groupon to see if we could move the reservation for that day. The only way to get in contact with Groupon is through a text app where if you’re talking to a real person on the other end you would not know it. We tried contacting Great Wolf Lodge and we’re passed from one person to the next to ultimately be told Groupon has to make the changes. Groupon wanted an email from Great Wolf lodge indicating that we had not used the room, Great Wolf would not provide it do to the reservation being in the future, but could not cancel the reservation. Groupon would not cancel the reservation either without the email. I ended up cancelling the reservation through USAA due to not being able to use the reservation on the 19th. USAA over turned this and now I am out $324 without even utilizing the room. After many phone calls, answering or reservation services I did get ahold of an individual that said Great Wolf lodge does not provide emails to an individual when a room is not used. I asked to talk to a manager and was placed in some web of different recordings. After 45 minutes I was disconnected. Multiple calls have been made to Great Wolf and you’re transferred to different people and usually disconnected.
This complaint has been resolved automatically due to user's inactivity.
