Great Wolf Lodge – Disrespectful treatment, poor guest service and billing issues

What a disappointing experience. We went to Great Wolf Lodge expecting a fun, family-friendly day, but it turned into a mess of confusion, rude treatment, and surprise charges.

We purchased several day passes, including some via Groupon, for two adults and seven children. When we arrived, the check-in process took forever because each voucher was mistakenly processed as a separate reservation.
During check-in, the customer representative offered the opportunity to rent a cabana. We rented a cabana. After settling in, ordering food and experiencing the water park while waiting on the order, we were told, rudely and loudly, that we had to leave because it supposedly belonged to someone else. One staff member even threatened to pack up our stuff and call security and have us physically removed if we didn’t leave. The name on the cabana “magically” appeared only after we were already inside.

Eventually, an assistant director told us there were no available indoor cabanas. At that point, everyone was upset, so we left. We were refunded for the cabana and six passes — but we still have three passes unrefunded, and we haven’t heard anything else.

To make matters worse, I later discovered I had been charged $13.29 in fees for each incorrect reservation (nine total) made by their system and a parking fee increase from $19 to $32. Completely unacceptable.

This is not the experience we expected from Great Wolf Lodge. Families deserve better.