Great Wolf Lodge review: Room, stay, charges and customer service

I submitted a review and a case was opened. I eventually received a message that the local GWL would reach out, but they never did. Not only was my case closed without resolution for the cockroaches in my room and power outages in the water park I was also charged for a cabana that was supposed to have been cancelled. I have confirmation of the cancellation and no charge, but I still have a ~$477 charge on my card. I'm not sure how the case could be resolved when I was not even contacted. I usually love GWL and go frequently, but I don't know that I will be going back after this experience.