Great Wolf Lodge

Disappointed Experience at Great Wolf Lodge Ohio

I recently stayed at the Great Wolf Lodge in Mason Ohio and unfortunately, it did not live up to my expectations. While I had stayed here with my family 6 times being a week each visit but over the years we have noticed a quick decline in quality, my experience was far from enjoyable. The first issue I encountered was with the cleanliness of the room. The bathroom appeared to be poorly cleaned and there were even some stray hairs left behind, which was quite off-putting.

Moreover, the water park, which is supposed to be the highlight of the resort, was a major letdown. The water seemed cloudy, and the overall maintenance of the slides and pools left much to be desired. I also found the lifeguards to be inattentive and not as vigilant as they should have been, which was concerning given the number of children around.

On top of that, the dining options were quite disappointing. The food at the on-site restaurants was overpriced and lacked quality. I expected a more varied and delicious menu considering the resort's reputation. We wasted all 3 days of meal vouchers for breakfast, lunch and dinner.

Lastly, the customer service fell short of what I anticipated. I encountered a few issues during my stay and when I brought them to the attention of the staff, I felt that my concerns were not taken seriously. It was quite frustrating to deal with unresponsive and seemingly indifferent employees. The resort had gnats flying around in dinner areas, suit and hallways. The refrigerator didn’t work so we wasted money on cold drinks for the family.

All in all, my experience at the Great Wolf Lodge in Mason Ohio was not up to par with the glowing reviews the staff promised when they called. I left feeling disappointed and would hesitate to recommend this resort to others based on my stay.

This is also our second time having to give a negative review because you’re staff contacted us directly after the first and asked us to give another try so we have now but we feel it’s still declining and quality is lacking on most fronts. We will be looking for a new family resort to attend on summer and fall breaks moving forward. Sorry but we can’t continue to spend our families money to be

Continuously disappointed.

My 4 year old had a green tube float in the "lazy river". Apparently no green tubes are allowed, but there are/were no signs posted saying such. So as my 4 year old is barely able to hold on by himself as it is, his mother was assisting him and his little brother. As his mother was turned to help his little 2 year old brother; i was trailing behind with our daughter, the "lifeguard" didn't say a single word and just grabbed the green float from my son and flung it onto the pavement then yells "NO GREEN TUBES ALLOWED" as if my 4 year old understood him anyway.

As I approached the employee and told him "he is 4 years old.. he doesn't know nor does he understand. Also, there are no signs posted about it nor is he the only one with a green tube". The employee proceeded to repeat himself about no green tubes, I finally raised my voice and told him "he is only 4 years old, you can't just snatch it away from him"; the employee made a face and walked away...

I stayed at the mason Ohio location on 3/31-4/2/2023. The room was disgusting. I went to the front desk to complain the did take 50% off first night and sent someone up to clean however the smell was STILL THERE! I asked to also be compensated for the second night and they claimed it was fixed. It was NOT fixed. We never showered in our room that I spend 1700 for… why? Because of the filth! To be honest I expect a FULL REFUND! and how dare you charge this outrageous amounts to families and put them in filthy, smelly rooms.

My Family & I have stayed at Great Wolf Lodge many, many times over the years and I've never had an experience like I had this past weekend. We arrived on Friday September 30th & First of all, Our room was very dusty. There was dust on the back of the couch as well as the fireplace. Which aggravated my Allergies. Next, We were on the second floor and the ice machine was broken so we had to walk a very long way to get ice a few times per day. Next, on Saturday the 1st of October, There was a Brawl inside of the water park in the early afternoon right near where we were that scared my kids so bad, they didn't want to go back to the water park anymore! And lastly, since they were so afraid to go back, we were in Our rooms (I paid for 2) So Our plan was to order Pizzas for My Family because we were there to celebrate my Special Needs Sons Birthday, But I was told the restaurant was too backed up so I couldn't order any pizzas & I couldn't order 'Outside' Pizza either! I spent close to $2000 this weekend & it was Awful!

As soon as we walked down hallway to our room we smelled multiple odors (and it wasn’t all chlorine). The carpet in hallways and in rooms are dirty. Some furniture and other areas in the resort were sticky which is a build up of dust and grime. We were charged 400. Per night because it was supposedly a luxury room with a balcony. The balcony was closed, under construction, and could not let in any natural light.

Also, staff knocked or called on every guest room door because a child was loose in lobby at 4:30 a.m. With the phone call or loud knock on all doors, it woke up all other kids and adults.

There were kids running up and down hallways until midnight. Kids were jumping in rooms above us until late.

Today, our first day home, my husband showed me 3 open cuts on his upper arm. He said when he moved while sleeping there was something sharp in bedded in the mattress. He felt it when it happened and the area was red, and he thought it would go away, but then a day later there were open wounds. I have picture attached.

I called yesterday but no one called me back. I’m worried a child or anyone will get cut too. The bed with sharp object in bedded is the Queen bed closest to door. Room 3089

I also am requesting a refund for charging me for a deluxe room because of balcony and then balcony not in use.

We stayed Sunday to Monday at the lodge in Cincinnati. By Tuesday my daughter was throwing up and both of our other guests were sick and throwing up. And by wensday her dad was throwing up and had diarrhea. We were in the pool about 8 hours between 2 days and we ate breakfast at the hotel. So idk if the pool chemicals were off but I'm 99 percent sure they were sick from our stay within 24-48 hours test neg for covid. 3 of the pools were closed on Monday idk if there was something wrong

We are here for a family vacation and arrived on 10/14 and didnt plan on checking out until 10/17. We had asked for a certain room closest to everything here due to our 8 year old son being autistic and having a lot of items to accommodate to his needs. My wife called the office and complained of our heat not working properly. The thermostat reader said 71 degrees when it was nowhere near that. The maintenance guy showed up and tried to fix the issue. He then proceeded to tell us after working on it for about 20 minutes that we may need to call the front desk to see if they can give us another room. So I called the front desk back and asked to speak to a manager about this issue. That is when the manager (Anthony Rodriguez) got on the phone and told me my options. I could move to a room 9 rooms down from the VERY END tonight (we can't do that because our kids were already preparing for bowling and the arcade) or we could wait until tomorrow (with no heat all night) and move to a different room tomorrow where the location of the room was unknown until after people checked out. I told him I needed to ask my wife so I hung up and discussed things with her. She then said she was going to go down and speak to Anthony herself because those couldn't be just the only two options. She went down there with our oldest son (10years old) and our youngest son (3 years old) to talk to someone. Matt helped her at the front desk at first and said he could offer us a 1pm check out time on Thursday instead of 11am. She declined and said that wasn't acceptable either. After she said that, Anthony came barging around the office corner and said "since your husband was so picky with the options I gave him, I dont know what else to do. I told him we could move you guys tonight or tomorrow" she told him we didnt want to do that because we had asked for a specific room closest to everything as possible. He then offered to give us a $50 discount on our 3 day $1, 300 family vacation, she then proceeded to call me and we said $50 was nothing on how much we had already spent, Anthony then offered to take off $100. She then asked for Anthony's Boss' name because she felt like at this point he was being rude and unprofessional He did not care to help us or even apologize for it! Not once did Anthony say he was sorry for the heat not working. My wife came back to our room to tell me what he had said before she had called me. When she told me that he said I was being picky about my choices, I got upset. meanwhile we got lucky and the maintenance men replaced the entire ac/heater unit. They were the only professional employees we dealt with all night. I am a manager myself where I work, and I would not have handled this situation like this. My wife and our 3 boys went to the arcade to go bowling so I could talk to Anthony about what was said. Anthony proceeded to tell me that my wife and son were both lying and he wouldn't say that I was being picky. he said I'm more professional than that. I looked at him and said so you are telling me that my wife and son are lying to me for what reason would they do that. I then went to the game room to ask my wife what the truth was and again, she told me exactly what she said before and this time, we went to the front desk together. I asked to speak to Anthony again and he called my wife and son a liar because (and his exact words were) "I wouldn't say things like that, I'm more professional than that". Oh yeah this time he brought security with him. We then walked away due to his lack of respect and manners. The problem is, we have no problem spending money here because our kids LOVE it here and would rather be here than in Florida. We have come now twice a year, But this is totally unacceptable and we will not be back. We felt like we were being discriminated against because we had asked for a certain room to make our lives a little easier on this vacation or because he knew at this point we had no choice but to stay because our kids would be devastated if we chose to leave. If it was not for our kids I would have demanded a refund and packed my bags and drove back to Indianapolis.