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Great Wolf Lodge
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2.7 2 Reviews 257 Complaints
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Great Wolf Lodge Complaints 257

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1:08 pm EDT
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Our family of 6 just visited Great Wolf Lodge in Garden Grove CA. this past Labor Day weekend. We have been to this hotel/water park several times before and we have never encountered any issues however, this past weekend we had a horrible experience. Our stay was Friday September 1, 2023 through Sunday September 3rd. We stayed in room 908 and encountered...

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9:02 pm EDT
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My name is jennifer and i'm currently stuck in florida because of a hurricane! We had book the williamsburg great wolf but because of this hurricane the trip had to be delayed by a day or I would be driving with my family with the hurricane. We are currently at disney who has arranged for us to stay in our room during this stressfull time as it is not safe...

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12:25 pm EDT
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Me and my three kids (age 16yrs, 13yrs and 11yrs stayed at Great Wolf Lodge on August 17, 2023. When I checked in at 5:45pm I was told that the pool closed at 8pm. So by the time we got changed and to the pool the kids had less than 2 hours of swim time. This is a water park hotel and most hotels keep their pools open until 9pm or later. I was not told thi...

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5:30 pm EDT
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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...

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1:40 pm EDT
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7/29/2023 Grandson and son went into wave pool at Grapevine Texas location. Grandson immediately became ill by next morning. 10 days post incident he is having his stool sampled at doctor as he is severely ill and getting worse. We need to know who else has become ill and what we're dealing with by checking the chemical readings of the wave pool on 7/20/2023 .

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5:03 pm EDT
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I had no clue something like this existed online till today and I'm glad it does! Because of this I will be saying upfront that this happed to me on December 3rd of 2018. The reason I am compelled to complain is exactly how I was treated and the soul fact that I have not returned since. My stay was for I believe 3-4 days and on the first day of our stay I...

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5:02 pm EDT
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I found blood on our comforter Called front desk they said someone was coming pm ttooxqe 30 min later I called back. They said are there any sheets outside your room?n. N I’mn I’mn I said, Wouldn’t they knock? I have to make the bed myself? A young man came with a single sheet for a bunk bed. I needed a comforter for the Queen bed. He returned with...

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9:49 am EDT
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Great Wolf Lodge Everything place suck

First it the worst place for customer service and employee have no clue what they are doing.Food is pricey (overly) room are noisey. When we tried to extended because family was coming down to celebrate our birthday. We were given false information. My family was over charged .We had disappointed kids because ,they wanted to spend it with the rest of the family. Customer service horrible management horrible. We been To plenty of chains and resort and know for a fact they can not book a room your in and they must have a block of rooms . But this place does not care about their customers .We are basically told lies. Horrible experience. I come from a family who works for hotels. And we know how the it all works. This place stay far away not worth your money. Wish we could get refunded and my family money back. All we were told we can pay for a day pass.When we we told if we check out we still have access to hotel pool and other ammenties until 8pm . Stay far away a good birthday celebration came out to be the worst ever. Not to mention the extra we paid for while here only one night. We where basically told they did not care how far we traveled and if my family chose to stay somewhere else they will lose all there money. 800 plus tax and resort fee adds up for one night is not something you just throw away . It money we work hard for. Now we are displaced by false information and if my family wanted to cancel so we can go somewhere else in the area they will be screwd out of all that money. Management sucks they were accommadating what was already what we paid for. Horrible save your money go somewhere else not worth it at all. The room are cute but not worth the price at all. Or the horrible sevices never booking with these people ever again . Oh and the construction thats going on was not mention until we got here.

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3:41 pm EDT

Great Wolf Lodge Service

I planned a special Birthday for my grandson to stay at the Lodge, I upgraded to the Kids cabin. 06/22/2023

The visit was so bad that we didn't even stay the night.

Wait in line to check in only person waiting but everyone at check in was to busy chatting and looking at their pone. Wouldn't hold our luggage told to leave it in the car in the 100 heat with all of our toiletries electronics. No one gave us direction too the water park area and then we were told we couldn't take our luggage down there. Went to sit in the bar area while my son could take my grandson and his friend to swim. Bar wasn't open finally had to ask even though there were 4 employees 5 feet away talking. Finally someone offer help' Jennifer was amazing and took our luggage to the bell station. She told us how to get to the pool area. No towels offered slides were closed. Room was finally ready and I took the luggage up to the room. Paid for the birthday package and someone came to deliver the balloons told me to throw them on the bed no weight to hold them. Went to eat waited at the buffet and when we got there were told to come back they had to make food at least 1 hour, with 2 hungry boys. Went to the other restaurant and it was empty they said we would have to come back in 2 1/2 hours. Asked where else we could eat and they told us to leave the lodge as there were great restaurants around us. That was it. We let. never spent the night and at at Chili's on the home were we got much better service than anything at Great Wolf. When I talked to Customer Service they offered me a $200 refund. I spent easily $700 so far. Will never return or recommend them

Desired outcome: At this point I am not sure what I would like but I am devastated that this company was so poorly organizes that my special birthday celebration was ruined.

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10:35 am EDT
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Great Wolf Lodge phone interview for uniform security

Good morning. I was scheduled to have a phone interview this morning 06/20/2023 at 0700. I received several text msg updates prior to 0700. It is now 0730 and still no call. I am a retired law enforcement officer and was interested in your uniform security division. I understand you like to hire prior law enforcement.

If today is GREAT WOLF LODGES idea of attention to detail to provide a safe and secure environment for it's customers I will be retracting my application and resume.

Forrest Eugene Latorre

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11:44 am EDT
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Great Wolf Lodge Customer service

Upon check in, my husbands corporate credit card wouldnt work from some reason still unknown to us. We have recently been travelling throughout the US and Canada and never had an issue until we arrived at GWL. We were told we would have to use cash for incidentals which fortunately my husband had in his pocket.

We paid and proceeded to our room and such. We went to the outdoor pool area and I ordered my son a drink. My wristband wouldnt work. I went to the front desk and they said they would reactive it, she did whatever she did and said ok now everything is ok. Back I went to the pool bar and again it wouldnt work. The staff suggested it may take a few minutes for the changes to take effect. I went back 30 mins later to make sure the charge went to my room and again not working. I went back to the front desk and asked to speak with a manager as this was now interfering with our reasonable enjoyment of our trip.

I was met by Gio, with some attitude I may add. I explained the situation and was told that they have that issue with some corporate cards and he didnt know why. I was also told cash deposits ($306.50 on file) was not available on the wristband. I asked what they would have us do since the issue was clearly a GWL issue. (We had called my husbands company to confirm there was nothing wrong with the card and it was perfectly fine)

GWL does not accept cash anywhere in the lodge nor does it accept apple pay. They were not willing to budge to help us with our experience. I told Gio I worked in travel and even in third world countries had never experienced the lack of service I was being provided. I said I was going to write a review and was met with "good for you". At this point I requested the GM. I was told she was busy and he was who I could speak with. I called and asked for GM and Gio answered and insisted I speak with him. I asked her the GM's voicemail to which I was transferred. It took two calls and 24hrs for a call back which turned into telephone tag for a couple days. I then sent an email and received no reply from the GM. I am unbelievably shocked at the disgraceful service I received from a so called 5 star resort. We feel disrespected as guests and I cant believe I cannot even receive the most basic of apologies. I have emailed again and copied guest relations and my next step will be CEO and beyond.

Disgusting display of service and total lack of professionalism.

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8:52 pm EDT
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Great Wolf Lodge Customer service and room charges

We booked a two night stay and paid the extra fee to be able to change the date incase my son has to work.

Well when I called to change the date as I paid for, they would not honor the prices we paid for. We were willing to visit months later to pay the same rate and even then they wanted to charge additional 300

This system is a rip off, and customer service is no help to families at all.

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10:56 am EDT
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Dear great Wolf Lodge Hello, Our names are Jeff and Janet Myers, we are long time customers of your lodge here in Kansas City. I would say that we have stayed with you approximatively 20 times over the years. We started our stays with our own children and now are bringing our grandchildren. However the last time we stayed (25 - 26 May 2023) I found that...

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2:58 pm EDT
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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...

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10:08 pm EDT
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Great Wolf Lodge Wisconsin dells

The room I paid for online is not the same room I was put in. The room was supposed to have 2 bathrooms and 2 fire place. It only had 1 bathroom and 1 fire place. The upstairs bed had old blood stains on the fitted sheet. The bathroom had mold in the shower. The ceiling fan was very dusty. For all my troubles, I only received half off one night for the stained sheet. Complimentary breakfast for the room, not being the same as online. I should have got a free night also plus discounted since the room I originally paid for cost more than the room I was giving. The hot tub in the pool area said adults only, and my daughter was asked to leave. We did not see the sign. The next day, when we were in the hot tub, 2 Caucasian female and a teenager were allowed to be in the hot tub. There were no extra tissue in the room, just a half of roll for a party of 6 don't make sense. The room smelled like cigarettes smoke. We complained and someone came with some spray. We were very unhappy waiting on someone to come out the restroom. For 6 people, it needs to be 2 bathrooms. I have arthritis in my knees, very unpleasant having to walk up and down the stairs to use the restroom. The complimentary breakfast the eggs were runny, the bacon was half cooked. My family and I were very disappointed!

Desired outcome: Free both nights. We drove from Minnesota for my daughter birthday

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7:24 pm EDT
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I booked a one night stay for my daughter’s eighth birthday. Our room was more ready. We waited for 45 minutes in care before receiving a different room after I complained about the room not being ready. On the day of our check out, May 13, 2023, we go to the water park get to our room at 10:55 to change clothes and check to find the house keeper cleaning...

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7:42 pm EDT
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Good Day, I needed to cancel my reservation today for a 1 room stay May 26-29. I cancelled 19 days prior to the reservation and GREAT Wolf is charging me $50 for a cancellation fee. How is this VALID. I can see if this was less than a week to go but this is 19 days out. Please advise what grounds I have to file a complaint against GREAT Wolf Lodge. Not for...

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10:30 pm EDT
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Me and my family went to great wolf lodge a couple months ago while there we was robbed of our credit cards veteran card while we was out and it was someone that works there I don’t have a credit card now cause someone else took it from me I do not feel I owe for something that was ruined cause of someone stupidy please help correct this it was the one in Chicago please help correct this Thank you James c roedl

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1:36 pm EDT
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Great Wolf Lodge Human Resources @ Lagrange, GA

Good Evening! I worked for GWL a couple of years ago and had to turn in a notice to leave. Because I was having a reaction to the COVID Vaccine shot. My immediate Supervisor was told and told me I would be rehired.. Yesterday I go to my interview and I was offered a position. When walking to the next section to give my offer letter and introduction. A lady with Red Hair and Glasses aggressively grabs papers out of GWL Employees hand. Then tells me she needs to speak with me. Next thing this person in a bully, aggressive and loudly speaking says you are a no rehire. I asked politely why because this is what happened. She then says idk I don't have the hard copy here but you can't be rehired. As this was a hiring event I've never been so embarrassed because I know have 50 plus ppl looking at us. With me being in management and human resources for over 15 years. I find this very unprofessional and uncalled for. Also I wasn't the only person she did this too. I know the Lagrange, Ga has a high turn over rate and other issues. This might explain a lot. Because you can't bully or speak to ppl anyway you want or title to do so. My family and myself goes to this location but after this I doubt we will be back.

Thank you

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3:57 pm EDT
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Great Wolf Lodge Unauthorized credit card charges (connery conf # [protected])

We stayed at the Great Wolf Lodge in Grapevine, TX with grandchildren ages 2, 7, & 10 on March 3, 2023 checking out on the 4th. We were asked if we had stayed there before and we said no. We may have been asked if we wanted to be in a Wolf Club, but this was NOT explained to us. We did not know it was a $90 pp charge plus another $55 for the 2 year old. First of all, I NEVER would have paid that for myself (or any of the others) especially me because I could barely walk, having broken my ankle a few weeks before. I was in a boot, but was barely just getting around. Also, all the amenities we wanted were already included in the price of the room (the waterpark) which I also could not use btw. I now understand that what was charged us included several amenities like free ice cream and arcade usage, none of which we used or even knew about! So, not only did I NOT request this service or agree to it, we NEVER USED any of it!

Most resorts have a system whereby if you are charging something to the room (golf, spa treatment, store charges, restaurants) there is a ticket to which shows those charges and is signed by the person. My husband nor myself ever signed such a ticket. We did not agree to these charges which total $447.73.

First of all, we did not request a receipt at check out and that is what I should have done. I trusted it to be sent to me via email, which it was not.

So, when I got my credit card bill, I figured there was a mistake. I then called and talked to someone at the main 800 number who said I must talk with someone at the local hotel. I did call the local hotel (Katie in Guest Services) who basically said I had to be mistaken because a supervisor checked me in and she would have surely explained things to me clearly. Well, when I asked to speak to a manager, I was told we have several, which one? I said I'd speak to any of them. I also asked for the manager's email. She would not give me that. Then she said, Manager, Kaitlyn, was in a meeting and she'd have her call me back. I'm still waiting for that call. It never happened.

Desired outcome: I'd appreciate a refund of the the $447.73 "services" we did not request or agree to or use. If we needed to pay the $55 for the 2 year old to use the water park, then yes I will pay that.

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About Great Wolf Lodge

Screenshot Great Wolf Lodge
Great Wolf Lodge operates a chain of family resorts known for indoor water parks and themed hotel rooms. They offer various activities such as arcade games, rope courses, and interactive adventures. Dining options and event spaces are available on-site.
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Overview of Great Wolf Lodge complaint handling

Great Wolf Lodge reviews first appeared on Complaints Board on Jun 26, 2009. The latest review Injury on the tornado was posted on Aug 28, 2024. The latest complaint Staff, service, was resolved on May 06, 2024. Great Wolf Lodge has an average consumer rating of 3 stars from 259 reviews. Great Wolf Lodge has resolved 108 complaints.
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  1. Great Wolf Lodge Contacts

  2. Great Wolf Lodge phone numbers
    +1 (608) 662-4700
    +1 (608) 662-4700
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  3. Great Wolf Lodge emails
  4. Great Wolf Lodge address
    525 Junction Road, Suite 6000 South, Madison, Wisconsin, 53717, United States
  5. Great Wolf Lodge social media
  6. Andrew
    Checked and verified by Andrew This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Sep 09, 2024
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Great Wolf Lodge is ranked 46 among 518 companies in the Travel and Vacations category

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