Great Wolf Lodge

Yes I had a really bad I counter with one of your employees she was very rude and just plain mean her name was trinity white was working in the place with the quest and wands and stuff she was just mad about something she told me I'm a bad parent I need to beat my child so they would listen better I mean wow I w was in shock and ahh of the way she was speaking my children where not even bothering her they where just being normal kids excited fo be at the water park place as they call it I would fire her if I was you she is bad for your business and one day cause you a lawsuit and I really thought about doing it myself but I figured you would want to know about your employees actions and future problems that may come later with the said employee

Was not clear to me during reservation confirmation number [protected] that outdoor activities are under construction, during check in they say information was online but I check again and nothing was there. Also internet was out when I check in on Thursday without any warning and I was depending on it to check my work, I believe I should get this information in advance so I get prepared and maybe cancel the whole trip. I come before many times to this place in Poconos as well in Boston and I like it but not this time

I stayed at the Great Wolf Lodge in Scottsdale, AZ. I used a card for the deposit and when I arrived I made it clear that another card was to be used moving forward and was assured that the other card was removed. After my stay I received a text that said to call because of a payment concern, I called right away and was just told that the issue had been resolved and that was all. A week later I received a $40 over draft fee from the account I was very clear with them not to use but they used it anyways for just 1 charge from our last day of stay for food without talking to me. When I called to understand what happened I was told that because most guests don't respond to their messages they just keep auto charging any card until a payment goes through and do not even give you 24 hours to call in and fix the issue. I now got charged an extra $40 for a very fixable situation and the manager, Stephanie, refused to even care much for the inconvenience on my end and blamed everything on them being a busy resort who cant wait for guests to call and fix issues for even 24 hours (even though I called instantly after receiving the text), but was told their wasn't an issue until my bank told me otherwise and charged me extra. It is Christmas time and I am a single mom to 3 kids and $40 is a lot for me to lose right now, the current manager at this lodge had zero concern for me or what happened and blamed everything on being a big busy business. Well I wont go again since they are to busy for simple customer service, the basic of any business.

The establishment is great, the concept fantastic. The people who I had to deal with starting with the front desk at the Scottsdale location was awful. Jade the front desk attendant was so rude and chastising. I had questions because I had never been to GWL, and she spoke to me like a child, sadly when I checked out I had to deal with her again. My 12 year old daughter couldn't believe the way she was speaking to me and when I asked for the manager she continued to speak to me the same in front of her, the manager (Victoria) told her to stop and told me she would deal with her, "later", but was just as unprofessional. Needless to say, after spending a good amount of money at this location. I will not return, and not because of the place, itself, but this experience with Jade and Victoria was embarrassing to me. Why would they think it's ok to try and belittle a customer in front of everyone. I challenge you to pull camera footage and see it for yourself. It's not ok to plan a family trip for 6 months for your child's birthday, spend a good amount of money on it, and provide this type of customer service. I am in the customer service industry and I understand that it's not always easy when we have difficult customers but I was not being difficult, I just had questions about the resort and how things worked as I had never been there. I never recieved several of the services I paid for as a result of not understanding what the process was to collect them. My point to Jade was that, I wasnt even looking for monetary compensation, however, her response to me really upset me. I am a Regional Supervisor for a large amount of employees, and I am telling you, the Management you have running the front desk needs to be looked at.
Just look at some of the reviews. I wish I would have.