Great Wolf Lodge
Reviews and Complaints

Great wolf lodge is really an amazing set up...all young families of course...my grandson just completed his potty training at the age of 4. Well, during our stay the wave pool closed a couple times because of feces in the water...in looking around at these families with really young children...under the age of 4 mind you...the MAJORITY were NOT wearing protection. In my opinion, I certainly hope that GWL invokes a rule or check for all families with young children to strictly adhere to a policy of WEARING PULLUPS to protect the waters. Eye irritation is a sure sign of pollutants in the water...which is what I have now. Thank you for reading this. Something has got to give here...too many people take advantage and are lazy. For the record, my grandson will continue to wear protective garments in the water as our way of helping you.

I worked for Great Wolf Lodge from May 2018-Sept 2018 as a retail Supervisor. I worked up [removed], and experienced nothing but horrible treatment. [removed] would not only y'all to me very rudely but purposely take away my shifts or schedule me to work mainly nights so him and other managers and supervisors could hang. I went to him about my schedule due to medical things occurring and he basically told me he would try what he could. On multiple occasions he would mess up my schedule intentionally and tell me he did it because he could. He would also always talk to me very rude and nasty while conversating with other supervisors just fine. He would make me work in outlets and dress up in costumes while no other supervisor had to or was asked to . He has/had a huge work affair going on with a retail manager by the name of [removed]. On multiple occasions I witnessed the two leaving and going in the same car. [removed] has been seen exiting [removed] a car early mornings in normal clothes and jumping in her car. [removed] also would miss a ton of shifts or spend every day all day in the office or [removed] office not getting any work down. Multiple pack members can speak on these claims as well. Upon putting my two weeks in, [removed] took away my last four shifts that I was scheduled for claiming that he was low on hours. Keep in mind I was already scheduled these shifts before submitting my two weeks . I also witness [removed] taking hours from people she "did not like " . They are terrible management and I feel for he people that work under them. [removed] and [removed] should not work together given they engaged in uncomfortable and sexual activities as director and manager . Overall it was a disgusting place to work for.

We arrived at the waterpark on Friday 09/21 (room# 1161)On Friday, before entering the park, our kids got measured and two older ones got green wristbands and two younger ones got yellow wristbands. I asked what the difference was, and I was told that my daughter (who got a yellow wristband) could go on any slide with an adult or her brother (who got a green wristband). The same day she was allowed on any slide as long as she was with me or her brother. On Saturday the rules changed. While entering the waterpark some kids under 48 inches could get a green wristband as long as they were "almost there". (so 47 inches was ok). The day before you had to be 48 inches (that's the rule). My daughter still got a yellow wristband, but I didn't mind because she was able to go on all slides with me. At least that's what happened on Friday. On Saturday I was told that she couldn't go on certain slides due to her height. I asked why she was allowed the day before. The answer was "because some lifeguards are leaner, and some follow the rules". I asked to speak with supervisor. Very nice teenager showed up and told me he will investigate and get back to me. I never heard from him. At this point my daughter was in tears, because not only she couldn't go on some of the slides, but she didn't understand why some shorter kids had green wristbands (they were measured wearing shoes). How can I explain a child that some employees follow the rules, and some don't? She is almost 47 inches, she would get a green wristband if she was wearing shoes. After all I found a waterpark manager and talked to her. She said they were very sorry, and she will give my information to a director (Josh) and he will call me. Well, Josh never called me. Go figure. No one cared to contact me. I called customer service, and no one called me back. I think this is a very serious issue. It's a violation of safety rules and regulations and it should be inspected by safety officials which I have contacted. Not only my little girl was devastated but I think the employees lack some training and the management is far from professional. I spent money on fun and memories and I got nothing but problems in return.

I submitted multiple requests for a donation to my son's school. His school has an annual fundraiser and solicits donations from businesses in the community. After a few days of no response, I made a phone call to the property directly to speak with Mr. Pham. I left no fewer than FOUR MESSAGES with the last message telling him that I would appreciate a phone call in return. The very next day, I received an email from Mr. Pham, stating that the request would need to be submitted to a different location. The email address he gave me was incorrect. I'm not sure if Mr. Pham's supervisors are aware of his indifference to GWL customers. I would like to publicly expose this dysfunctional aspect of GWL and request assistance. Thank you in advance! M.Martinez

PS. I have the email stream of the interaction between me and Mr. Pham.

I was fired cause of supposably "time theft" I left a note saying I forgot to clock in I was here 7:05, last time I checked my phone it said 7:05 so i wrote that down. They told me I didn't enter the building intil 7:10. And I didn't enter the office until 7:20. I agree and I said yes I didn't get in there until 7: 20. The reason why is when I come in I go to my PA cart and straighten it up and make sure I have everything that I need on the cart then I will go into the office, and I'll get my stuff that I need then I will go up to the floor and do my job. Then the director said well since you didn't come in until 7: 10 we will have to let you go cuz that's time theft. I was never warned about it I wasn't talk to never gotten written up for it nothing they just fired me the next day pretty much. But they have people that can leave without warning or no-call no-show and then come back the next day acting like nothing happened. those people keep their jobs but the ones actually bust their [censored] and work they get rid of.

I am SO disappointed in great wolf lodge of traverse city. First off I called about a week ago verifying I could pay in cash upon arrival. Was told yes that's how my reservation was. I even paid more to be able to not pay up front. So I get there at 4:46 to find out my room had been cancelled because my card was declined BEFORE arrival. The customer service was Very rude to me being very short just kept saying "it's hotel policy" and shrugging. They even tried to blame it on the fact that I booked through Expedia. Which is ridiculous because Expedia texted me that morning saying they hoped I would enjoy my stay. THEN they get me in a different room even though my kids were SO excited for the wolf den. AND I have to pay full price. That same price that I chose so that I didn't have to pay until I got there. No discount. No apology. Nothing. THEN we realize that room was probably available because the ac is broken it was soooo hot. We had to leave the screen door opened all night (it was storming) and our kids in the bunk beds were sweating so bad we all just wanted to leave. I called the front desk (you can check the call log) and was told they'd check it out. I even took our do not disturb sign off in case they needed to come in our room. Nope. Nothing. The second night was the exact same. I paid $788.06 to stay in one of the worst rooms I've ever stayed at. NOT happy at all. You guys should be doing something to make this right.

We checked in to the concord location Aug.16th and checked out Aug. 18th. The room was booked through our church, and was booked for six people. when we arrived I let the young lady know that there was two adults and two children. At which time I paid for our meal packages and the pup passes in cash. Instead of changing the number of people that was in the room. Great wolf take it upon themselves to over me $240 for meals. The day I check out I was made aware that I had a credit coming back to me because I was over charged. A week and half later I was over charged again for the same thing. This time it was $210. When I called the concord location. Mrs. Teresa told me that she recharged me for the meals because I was booked for six people. Even though they were not there. Even though they made the mistake at the front desk of not removing and changing the number of people. She tried to tell me I had to pay for meals for people that was not there and that was never eaten. Why is this going on and Why can't someone explain why Great Wolf Lodge feels the need to over charge me not once but twice.

Today is my daughter's 2nd Birthday. We planned to take her to the water park, because she loves going there. We got her on there, she was so excited, ran to the glass where the water park is and was so excited to get in there, only to find out you have to have a room to get into the water park. I think this is rediculous! We are very disappointed in the new rules. We then have to drag our screaming and crying child out because she thought she was going to go swimming.

August 25, 2018

Tina Norris
[protected]
norris.[protected]@gmail.com

To whom it may concern,
I recently stayed at the your Gurnee location August 21 to the 23rd and I would like to report that my stay was very unpleasant and stressful. My not so pleasant experience began with registration running my card for an incorrect amount that was adjusted but also held up funds during my visit. After our short stay in the room we went down to the water park which was fine we enjoyed that. I returned to the room noticing that now there's a person name on the welcome channel name Chole Wilson which was not there when we left. So as I'm watching TV the channel blackens but not the tv. I called guess service question the issue a long with why upon returning to my room another person's name shows on my TV. The clerk explained first that the name is associated with your registration and upon each exit it's cleared and reentered upon each new stay. I said fine awayed the engineer which explained that cable service is from a satellite dish and that sometimes that happens but that he can't explain why that person's name is there. He also stated it could have been the previous guest for which I conferred and was told no that wasn't the previous guest for that room(3265). Then later that same not I went to get some food only to return to my bathroom smelling like urine( on the floor and on the shower curtain). I reported it to housekeeping which was on another room. I asked him if anyone has been in my room. He said no. I proceeded to show him the water on the floor and asked him if he smelled what I smelled. In lue of all that I requested a visit from the housekeeping manager/supervisor on duty. Martala ( I believe was her name) came examined the room confirmed the smells and the locations. She replaced my shower curtain and cleaned the floor. Ok then as I'm preparing for bed noticed red stains of some sort on the inner blanket and on my pillow case.( Picture included). I again called those were replaced as well. Finally the night ends and I'm able to go to bed. The next day(Aug.22) I wake up to some type of black small seeds. I wasn't much concerned thinking did I have something that spilled on my bed and kinda brushed it off. We left the room went down to breakfast. When we returned I saw more black seeds on the bed this time under the sheet. Now I'm mad and feeling harassed. I again approach housekeeping in another room(which is now after 3pm) to come and see this what ever it is on my bed. He stated he will be cleaning my room shortly. He fixed the bed and was as well uncertain what that could have been. He suggested I report that and I did as such. Now I'm leaving going into town and here a weird rattling sound coming from my car(which wasn't happening prior to). A loud sound like something is loose. When I return I called guest services explained my issue and asked if there are cameras on the premises. She said know and asked if I'd like to speak with security. Officer Hunk (could be incorrectly spelled) came to the room with another officer stating they no cameras yet but the have guards walking around. I again explained the recurring incidents and also reiterated that that sound was not coming from my car prior to not even that previous not for which I went through drive through for food. I'm writing stressing my issue with this stay because it was a vacation I'd planned for for along time, in hopes of enjoying some part of my summer. I took !y daughter out of school, I took days off of work to only feel like. Have waited my money and my time to fuss and complain the entire time. I hope to hear back soon with some sort of compensation for my money and time loss.

Sincerely,
Tina Norris

I stayed at the great wolf lodge location in Gurnee IL on Saturday 8/18/18. When we arrived our room was not ready. Check in is a 4pm we didn't get in a room until 5pm. No biggie right? Ok so next day I'm walking to breakfast with my husband, 4 kids, and little sister. On our way to the elevator I saw 2 housekeepers sitting on their phone NOT CLEANING or doing anything, none of my business but when I saw that i said to my husband "look at them, not doing anything which is probably why the rooms weren't ready on time yesterday" apparently she heard what i said and when i got onto the elevator she stated in a LOUD voice with all children around "mind your [censored]in business [censored]" disrespectful right? So i stepped off the elevator and asked what her name was, she said brittney ... and we instantly started to argue. She was upset at what i said to my husband about her not doing anything which was funny to me because i was stating facts. If your angry about that then get to work lol that's what your here for! So after 5 to 7 minutes of arguing we got fact to fact at this point I'm thinking we're about to fight. I'm still sitting here appalled like this is how your behaving at work? On the clock? Really. So then she took the COMPANY IPAD they use to tell them what rooms need to be cleaned .. and threw it. She threw it in an attempt to fight me until my husband stepped in and told her she was doing to much and her behavior was outrageous. After multiple times of calling me out my name she then was escorted out by other employees. This was reported to the manager at the hotel. I feel like that was such an awful experience. Being with kids, them seeing all that, and paying $600 on a themed room for 1 night, we should have had better treatment. The employee was African American as i am myself but she acted extremely ghetto and disrespectful. Me and my family should have been compensated for this but unfortunately we weren't. Just wanted to share with you all my experience. I would love to go back because we had so much fun, not interested in ever seeing her again.

I have chosen to complain about this certain employee mainly because me and my friends were having such a fun weekend and then it was brutally ruined by this one women who was working at the bottom of the wolf tails water slide (the green tube slide) because she was very rude to all of us and she kept saying rude comments to us about how we needed to move away from the slide and we were totally understanding about it because we know it could be a danger to the people coming down the slide the problem was that the women never asked or polightly said that we needed to movie she just continued to blow her whistle into our faces and an entire other family's face until we turned around to see what she was doing and then she rolled her eyes at all of us after we all apologized for not hearing her the first time. It was a very rude encounter I would not like to have again. But the women had on a navy blue shirt and khaki shorts.

My name is Alanna Francis Cotto. Reservation #[protected] and Room #3060. I recently stayed at the Great Wolf Lodge with my family over the weekend from Sunday 7/29/18-7/30/18. Upon arrival everything was fine but we ran into some problems during our stay. The A/C in the room was not working and the pull out bed was extremely uncomfortable, one of the guests with me sleeping on the pullout sofa was pregnant so this caused extreme discomfort and pain for her. We also asked for additional pillows to make it easier but unfortunately they didn't have anymore available besides 1. We also had a traumatizing experience on one of the rides. My family and I were waiting to go on one of the slides when a couple in front of us was being extremely inappropriate. They were kissing, groping, grinding, putting their hands in each others pants without any regards to the families and their children around them. People were turning their children around so they wouldn't have to watch this fornication taking place. It got even worse when the man in the couple began vomiting on the staircase we were all standing on, he than proceeded to finish vomiting in a towel and than threw it off into the lazy river which is extremely unsanitary and the lazy river was not evacuated to be thoroughly cleaned. Security was finally made aware of the situation and approached us regarding the couple. We then had to point the couple out (which was very awkward) to have them escorted off the premises. When my family returned to their room my granddaughter was present for all of this confusion and began asking me questions as to what exactly the couple was doing with their hands in each others pants. Needless to say it was a very uncomfortable and traumatizing situation and I am extremely disappointed that this happened during our stay at the Great Wolf Lodge. I am also upset that this is the 3rd attempt to contact corporate in regards to this incident and no one has responded. What started as a nice family vacation ended as a traumatic experience. I would hope that someone would contact me soon regarding this issue because it is extremely inconsiderate and unprofessional. Thank you.

Hello, my name is Cathy Jones and I recently had a stay here at the Great Wild Lodge in Sandusky Ohio. While the stay it's self has had its positive aspects there have been a few negatives that I have been extremely unhappy with. The first issue with my stay w ouod be my balcony. There was mold all over the floor and it was absolutely disgusting. I had said something at the front desk, but they seemed a bit busy and never got back to me. I understand running a busy resort type establishment is stressful and I did not continue to pester when I realized I was not going yo get more then "we will have someone look at it" no work order put In or anything. The second issue I had was with house keeping. Many of the ladies working spoke foreign languages, which is fine, u til they begin making guests feel extremely uneasy about it. When there are 3 or 4 at a time and all looking and laughing yet talking in a language to where you are unaware of what is actually being said. I found this to be extremely unprofessional and even within a house keeping department you need to uphold a sense if professionalism fro the company you work for. This happened more than once to the point where I avoided them he whole time and d idnt even accept housekeeping into my room. We checked in on Monday and are set to leave tomorrow (Thursday). This was the start of a new tradition for my family of having the Great wolf lodge our vacation spot every year. I w ouod like to maintain that plan as we drove 8 hours to spend our time here however, next trip I'm not sure of as this location has left a bad taste in my mouth. Maybe I can try a different location and have a better experience. I appreciate the time that has been taken to listen to my issues, I know time is valuable. I appreciate any and all help pertaining the issue I have encountered.

My family visited Great Wolf Lodge in PA on June 13, 2018 for my son's 12th birthday. We had a wonderful time in this beautiful resort. We stayed one night and used the waterpark for both days, June 13 & 14th. On the last day my son mentioned a pain he had on the bottom of his foot, he mentioned feeling getting it hurt while in the pool with the basketball, next to the big playground area. Anyhow we left early and I thought it was just going to be a minor injury. Well I took pictures of his cut and when we arrived home, he mentioned he was in more pain. He limped for the next week and a half because if he pressed down on his foot, where his skin was coming off, it hurt him with the pressure of his foot/weight. He wouldn't wear socks and tried to avoid walking on it to avoid more pain. It took about 2 full weeks for him to not feel pain and his new skin begin to grow back.

This incident is what he kind of last remembers from our trip to Great Wolf Lodge in PA for his birthday. I spoke to some friends about what happened and they mentioned that I should reach out to the resort and let them know of what happened. On July 13, I sent an email (I have a confirmation stating they received my complaint/concern) it was an automated email and that someone would reach out to me. I didn't hear from anyone via email or phone and so a week later I called The Great Wolf Lodge in PA. and was transferred to Aquatics after I explained my situation and I left a voice mail for someone to call me back. I didn't hear from anyone and so again a week after (July 25 that week), I called again and explained that no one has reached back to me, my info was in their system because she knew my info and got my contact info. and said she would have someone call me back. I still have not heard from anyone from Great Wolf Lodge regarding this issue.

Your mission statement is: "We are Family.
At Great Wolf Lodge, family is at the center of everything we do. In fact, our Brand Promise is "We make time for your family". We live this promise by a laser focus on delivering amazing guest care at every opportunity, ensuring that our visiting families have an amazing, memorable time together. We also apply this mentality to how we work with one another. Every Great Wolf Lodge job description begins with the requirement, "Willingness to assume the most effective role". This means that no matter one's title, level or position, we all do whatever is needed to get the job done, together. At Great Wolf Lodge, we believe that it is our people that make all the difference." (Great Wolf Lodge Website)

I am very disappointed, not only that my son was injured at your water park, but that no one has valued that as an importance to even reach out via email or phone to see how my son is or to see what can be done.

I am hoping that by contacting the corporate office, someone will make right by your mission statement.

Very upset/disappointed customer,

Sara Giron
[protected]

My Daughter, Brother and I were in line for a waterslide and parents standing in line in front of us, had their teenage boys "line jump" from behind us. The waterpark clearly has signs EVERYWHERE that line jumping is not allowed and is a misdemeanor. Our 10 year old was in tears for over an hour because of the situation. We told a lifeguard, who in turn called a supervisor, manager and security. The manager allowed them to go down the waterslide and I asked him if there was any accountability for their actions. He stated that he cannot control people or make them do the right thing. SAY WHAT?!?! First trip to a GWL and last trip to a GWL ever. We had to cancel our family vacation plans to South Dakota because my Mom needs to be near a hospital/needs surgery. Just wanted a fun and relaxing time with family. Got nothing but a headache, a hysterically crying child and we left 5 hours early because we didn't want to be there anymore. Be prepared-they do not hold people accountable who disrespect other guests. They allow line jumping at an already overcrowded waterpark with broken down equipment. The conveyer belt that was taking rafts/tubes to the top of the two waterslides, was broken all day and it made the lines even more crowded. Then, add line jumping into the equation and we waited for a long time. The solution for the woman ahead of us, was to allow the 3 of us to cut in line in front of her. Don't think so! Not going to stoop down to your disrespectful behavior and our children follow the rules. (Which is why our 10 year old was crying and said, "Why do people have to break the rules and not be respectful?" I wish I knew and then to have nothing done about it, by the Great Wolf Lodge staff made me even more frustrated, angry and upset. Wishing we could have been at Mt. Rushmore, Badlands NP and Custer SP in South Dakota. Instead, we got a subpar hotel/waterpark that cost a fortune and a staff member who allowed guests to line jump, be disrespectful and get their way. Will never go to GWL again! Thought about going to a much smaller waterpark in French Lick, IN called Big Splash Adventure. We have been there numerous times for a fraction of the cost and that is where we will be returning again!

I am completely appalled and found out a disturbing piece of information that the director of great wolf lodge named Kristen called my best friends doctor without my best friends permission of mine or her mother in laws. I'm my best friends medical contact. She is trying every which way to use my friends medical problem she has against her. She had broken the law about hippa. She has violated my friends privacy, I do not appreciate this in the least. I demand that the director be reprimanded. My friends doctor has now stated he will no longer give out anymore information to great wolf lodge without seeing her and having me, her or her mother in laws permission. I would like a response from great wolf lodge on this matter

We stayed at LaGrange GA from 6/8-6/10. It was a gift to both of my boys birthdays. Our was horrible, the pay on your bands did not work so we were always having to go back to our room for our credit card. The food was not any better over priced and cold no one likes cold eggs. We were suppose to receive a certificate for two night haven't got that yet it's been a month. The life guards are horrible at their job. My kids could not enjoy the outside pool due to the fact that there were way no many kids in the pool pushing and shoving ( my little ones are 4&1) lifeguards didn't say a word to any of them. And seriously only one set of elevators that is a long walk from the pool area to the elevators when carrying a toddler and trying to fight to get on the elevator to get to your room. At this point I don't like we will be returning to Great Wolf Lodge. Extremely disappointed

Stayed at lagrange location from 7/3-7/6 idk why I agreed to the wrist band payment method but I did when I checked out I asked for a copy of all charges to my card I was given a printed receipt for 2 hundred and something $ once we left I look at my bank account and I was charged for everything on my wrist band at one lump sum and as individuals charges ? I immediately call which after 10 min hold hung up I figured since it was pending it would fall off but it did not tried call the hotel they do not have a direct # ask I get is the call center googled the corporate office finally get some on the phone who was going to transfer me to customer issues and I get a voice mail ? wth why is it so hard to get someone on the phone I need my money

I checked in as planned. Went to use the bathroom in our room, hair all over the floor. Decided to look around the room some and it hasn't been vacuumed, pull out bed had hair on the mattress cover, the bed skirt had food crusted to it. I decided it was best to go down and let them know. Went to the arcade came back to our room and nothing had been done! I should have went right back down but why should I have even had to go down the 1st time? The morning of check out went to brush our teeth and the sink wouldn't even drain! I let them know about everything before I left and all I got was a sorry about that! Very unprofessional! This is the 1st trip my family has ever been on in 15 years! Forgot to mention the hair in both beds and the huge stain on the mattress.

I'm sad to say I'm highly disappointed with my stay already only one Nuttin in and nothing but issues! First it starts off with the crazy check in line which I expected but apparently you were booked for a soccer tournament so it was extra crazy! Anyways once we check in we're told our rooms not ready it should be soon and this is at 2pm so no biggie we're early come 4:25 still no room so we go ask they say sorry and change it to one that's ready! Once we're heading up their we realized we had requested the birthday package to be added I wrote it in to charge me if it was more! Then I called the 1800customer service line to confirm my room and the bday package he said it was all set it would be very special! Then I call again the actual lodge on Friday to confirm the bday request and she said yes it's noted here! But once we go ask the desk will the new room still be decorated and the cake delivered and no one has any idea what we are talking about and say it was never noted! They had no idea which is untrue I ask for it to be added or something done and they ask what would they like us to do? And all they do is put a poster on the door and give a free dinner pass! Which is appreciated but the whole experience was ruined from the jump I don't see why it couldn't be added afterwards I was going to pay for it I just don't understand it's online advertised but nobody knows about it here? For all the money I spent and the service so far I will most likely not return and wish I only booked for one day now! What a waste of a long planned/saved for expensive trip!