SUBMIT A COMPLAINT

Great Wolf Lodge

549 East Rochambeau Drive, Williamsburg, VA, 23188, US

Reviews and Complaints

Great Wolf Lodge verified

hotel stay

I lodged a complaint with the Williamsburg Great wolf lodge on July 30th and still have not received word back. We booked our stay using a Groupon for the dates of the 28th thru the 30th of July. Our first day upon arriving our stay immediately began going downhill, at the reception desk we were greeted by a rude employee who was not informative in any way, making me feel rushed and like a burden. I asked where the childrens wolf ears where and was told that they didn't have anymore and since they are complimentary with the room, they would do nothing about it. Despite the fact that they had hundreds of birthday ears. Not a good start already disappointing my children. In my haste of feeling rushed and already put off by the treatment I was receiving, I purchased two paw passes thinking they were the ones we wished for and was given no explanation of what they included. Walking away from the desk I immediately realized that I had intended to buy the wolf passes. My husband went up to exchange them and asked for a receipt to which the employee responded no, you will get one at checkout. So we let that go and started our vacation, after some time in the water park we decided to get some snacks and a refillable cup from the concession stand. In which we were met with impressively rude employees and a drink machine that was out of everything but water. Continuing to make the best of things we hung out in the water park until our room was supposed to be ready, my husband had to return to the front desk and ask if we could go to our room as we never received the promised notice of it becoming available. The rest of the evening was filled with rude employees at every turn, but this being our first family vacation we brushed it off. We decided to grab dinner from the pizza place and knowing I love ranch with my pizza my husband grabbed some from there, oh how I wish he had forgotten. The children and I ate before my husband and I used a fair amount of ranch noting it tasted different but not thinking about while I'm eating and nursing my eight month old son. When my husband sat down to eat he tasted the ranch and immediately said that the ranch had gone bad. Having already ate it we just went about our nightly routine getting the kids ready for bed. It wasn't until the morning when I woke up vomiting from food poisoning that we realized how bad it really was. I had to remain in the room vomiting and taking care of the baby while my husband took the girls to do activities on our family vacation that are impossible to do with one parent and a baby. That evening trying to make the best of things still, I finally made it out of bed to do the magi quest with everyone. The staff at the magi quest shop where very friendly and helpful, however beginning a quest we had to change our 5 year olds quest four times because so many of the objects were broken it made it near impossible to finish a quest. Finally she had enough of switching and was disappointed but done with trying. So we took our girls to use there wolf passes and get there included ice cream, which they were out of. They did replace it with dippin dots but my eleven year old doesn't like them, so I end up disappointing my children again. I was still so sick at this point we returned to the room and hung out. The following day we had to waste what we payed for because I was to sick to spend the day in the heat of the water park or walk around and do the other activities, we ended up leaving by noon. Upon check out we asked for a reciept amd saw that the original returned paw passes had never been removed. It took awhile to get this done and thankfully the women attending to us with this situation was very friendly and helpful. I will also mention that all of the staff in the gift shop were extremely nice and seemed to actually enjoy there jobs. I am just extremely dissatisfied with the fact that we had to pretty much make the best of a vacation we spent around eight hundred dollars on and had been looking forward to for some time. However, I have to say that even with everything that happened the worst thing is the lack of response from the customer service department, I don't understand how a resort can run with such unprofessional conduct.

Great Wolf Lodge verified

vehicle damage

On Thursday July 25, 2019 my family had reservations at this facility until Sunday July, 28, 2019. My daughter Sharnetta Joe-Slater reserved our stay for my grandson birthday. Around 9:30 am we began to take our belonging to our cars this is when I learned someone it my vehicle on the passenger side of my truck. I went to the front desk to see if there were cameras at this facility to learn no camera. I asked for assistance from the Security he was able to help me because he didn't see any thing. Please contact me at+[protected] Nancy Mcdougald

vehicle damage
vehicle damage