Great Wolf Lodge
reviews and complaints

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.

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

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.

Me and my family stayed at GWL From 8/15-17. During this stay my son was able to access the park and all water
Rides on 8/15 and half of 8/16. During shift change on 8/16 a new staff member asked if he could re-measure my son. We waited patiently in line several minutes and we then told that I needed to take off my sons bracelet so that he would get another one which limits him to rides. We spoke with staff on Sunday prior to checkout and were told someone from management would arrive to our room. We waited over an hour and and no one showed. Irritated by the whole situation I went to get my truck from your parking lot only to had found out someone ran into my truck while it was parked on your premises! I explained this to a staff member who stated they would get a manager. A manager arrived, we explained the situation, he stated bc
You all don't have cameras in your parking lot there was nothing he could do about the accident, but he would credit us, TWO free nights, with water park access for me and my family, good for one year! He asked for our name, address, and telephone number and stated he would sent the tickets in the mail. We've waited over a month and still have not received anything in the mail! I called GWL today and spoke with a manager by the name of Sam, who asked preposterous questions like "what color shirt was the manager wearing that day?" And "can you remember his name?". I am a disabled combat veteran with PTSD, it's hard for me to remember what happened yesterday, let along the color of someone shirt for an incident that happened a month ago! Sam told me he would look into this and call me back, which he did. His response was "I wish you would have gotten the name of the person you talked to so we could better assist you". Um, excuse me sir how did I know I would be lied to by your staff when they were supposed to be helping us! He then informed me that he could not identify the staff member which we spoke to that day. I asked him could he check the work schedule for 8/17 and find out that way. He responded "no". He informed me that what they would be willing to do give me one overnight day with park access, good for 6 months! not honoring the TWO days in which we were originally promise and the 1year to use it. When I mentioned, this was unfair, poor business, and not honoring what we were originally promised, there was a silence as if we did something wrong or as if he was doing us a favor! I consider this type of representation unprofessional and dis-genuine! In the times of social media the last thing you should be wanting to do is destroy public relations with your consumers! I would appreciate if you would honor what we were told which was - two free nights w/ park access good for a year. I would also request to be called at area code [protected]. Thank you

We booked 2 nights at the Great Wolf Lodge. Room #236 should be a storage room or something other then a room. The entire stay we heard deliveries coming in an out from under us, rubbish trucks coming and going. The noise was all hours of the day and night. It made it next to impossible to sleep. The resort would have been much more enjoyable if we would have been able to get rest. When I told the desk of my complaint they apologized like it wasn't an actual issue then again I mentioned it before leaving our last day and they said "we will give you noontime check out" ... that was kind except why would we want to stay longer in a room that we can't even take a nap before our long trip home.

I will start off the other saying our staying was very disappointing. We had high expectations and we shouldn't of. We arrived and went straight to the pool. We just dropped off our luggage in the corner of the room not realizing the A/C was leaking. When we came back to the room hours later our luggage was all wet. The room stunk and was very muggy. It was very late and know asked if we wanted to relocate. We called the front desk they came in to look at it but said it was not in our room. We paid a lot of money and saved for the trip and did not meet our expectations. It was our first time in a "nice" hotel and it did not seem like it. The lifeguards did not impress either. They did not pay attention to the swimmers and worried more about socializing.

I am 50/50 on if I would return or not. There are a lot of positive things about GWL. It was over all a fantastic trip. But we had an incident that we were left feeling like we were just nobodies. Our first night there was Monday, my son is 3.5 years old and was in the kiddie area going down the green salmon run slide. When "Nicole" at the top wasn't paying attention and let another girl down before my son finished, he was a little over half way down when I saw maybe a 9 year old plow right into him, feet first into his back. He was knocked forward forcefully, knocking the wind out briefly and screaming and crying. "Daniel" was the employee at the bottom. The girl that hit him was also very upset but I assured her she did nothing wrong and politely thanked her for her apology. I spoke with Nicole who told me to go to the front desk to complain, and told her to do better at her job because a child was hurt, my child. I went to front desk to file a complaint and the only person to contact me was "Jackie" from first aide. I want to know why I checked out on Wednesday and not one person apologized to me, offered my kid a treat, contacted me, did anything respectable to make an effort to change our moods. No manager, no Human Resources member, no one contacted me. WHY? I spent over $1000 in this place for 2 days, might not seem a lot to you but it is for us. I felt like we didn't matter one bit as my room was already paid for, I was still charging $70 dinners, $60 gift shops and other purchases and feeling like nothing more than a paying customer, who's son, who's family - didn't even matter enough for an I'm sorry. I didn't catch the name of the young girl at the desk that took my complaint, but I was standing there balling my eyes out. I haven't even mentioned the fact that my son slept on the patio with my husband (Jackie saw this and I have photos) because since the moment the wind got knocked out of him, he coughed consistently every 0.10 seconds for 2 hours.m until passing out from exhaustion. To the point I had mapped out my 7 minute drive to a hospital I never even heard of until my stay in GWL. Finally around 2am I was able to bring him inside and keep him sleeping, where he woke up every hour screaming.

It was our very first time away from home, my kids have never slept anywhere but home, it was our first family trip. Even tho there was numerous highs, this one thing is really sticking with me like a dark cloud.

Another disappointment we had was the amount of things floating in the pool outside. There was gobs of toilet paper, some plastic and a bandaid. I mentioned it to the 2 lifeguards that we're just standing there talking and they said they can't get it because they're watching the water (understandable) and they would have to call someone. When I asked if they were going to they kind of just looked at me and one laughed. They never did. We went back inside.