Great Wolf Lodge

I think it’s Roberry that you (GWL) has changed its indoor hot tub to a user fee based system. This is only one of the few perks the adults paying full price to stay can enjoy. There was NO mention of this change prior to implementation on their website nor is there now. If there is, it’s buried deep within it.

This is deceptive to say the least and is basically not providing full service to the adults paying full price. A one night stay with two kids will run you at least $600. I have stayed at GWL seventeen times. The last four times (at least) I’ve had not had access to the indoor hot tub due to privatization of its use. No prior written notification was given. Your indoor hottub should be part of that cost adults paid for! Not impressed!

To whom it may concern

We would like to inform you of our most unfortunate attempt to stay at the Great Wolf Lodge in Niagara falls.

We booked the loft for six people and celebrating our son's sixth birthday.

When we arrived at the lodge, Maisha checked us in to room 4070 on the fourth floor.

At this point, we had an hour and a half drive from the GTA.

When we went on to enter room 4070 on the fourth floor, the wristband did not work.

I had to go all the way back down to the check in area and stated to David that the wrist band did not work.

He activated the room key without checking the room or details and off we went back on to the fourth floor again.

At this time, my son really needed to go the washroom and I told him to hold it until we went into the room.

The wristbands worked, however other peoples' stuff were settled inside. It was another trip back to the check in area.

At this time, I was tired from the trip and from going up and down the stairs for multiple failed attempts. I explained the situation to Maisha at the check-in area who was able to offer late check out for us.

She re-checked us in to room 4082.

By this time it was already 7:40 pm

This came to show just to check in starting from the line was 50 minutes because of the multiple failed attempts to have our room.

Finally, we were able to be settled and went to the pool.

We got to the pool store at 7:55 pm and bought two goggles for the kids because we forgot to bring it.

By the time we got out of the store it was 8 pm, and we finally made it to the pool area and the whole place was CLOSED.

This was a complete mess.

At 8 pm, Now for the fifth time, I had to go back to the check in area again and speak with the supervisor which was David who gave us the room key to a strangers room.

When we checked in, we were not made aware of the pool closing times. The pool store did not notify us that the pool was closing soon.

David, the manager, offered to give coupons for laser tag bowling.

I expressed and stated that it was my son's sixth birthday and we really wanted it to be fun for him. However, they were not interested in bowling or laser tag.

David was considering to give a refund or comp for another date stay then I see Maisha go up to him and continued gossip happened all throughout.

At this point, David did not want to give a refund. We felt trapped and was truly disappointed with the customer service. We honestly felt slight racism with this place.

It was 8:40 pm and we spent more time at the check in area than spending time with our son for his birthday.

David finally agreed for a refund and this was so sickening to even think of since we drove an hour and half all the way from toronto. He refunded the deposit for the room but not the goggles. He said it needs to be done at the swim shop. We questioned as to why the swim shop would be open if the pool is closed at 8 pm. David reiterated that it's open until 10 pm.

8:45 we were back in the room to pack up and leave. We took the elevator to the swim shop and it was CLOSED.

For the sixth time, I had to go back to the check in area to refund the two goggles that we bought and not use.

At 9 pm,When I asked one of the girls from the lobby for help to get David, she said she doesn't know where he is. I walked again all the way to the check in and talked to Maisha.

David came and noted he can't do the refund however at the gift shop the retail manager can do it.

David left and I was left in the gift shop waiting again. I mentioned to David that this could've been done earlier when he checked us out.

At 9:17 the retail manager, Phil, gave me a receipt.

As I went in the car, I noticed only one of the goggles were refunded. I now had to go back again. Phil mentioned that David only stated one goggles. I got another receipt for the second goggles. Although the receipt showed the same time of 9:11 pm for both.

We have stayed every year at the Great Wolf Lodge before the pandemic and have many good memories.

It is very unfortunate to have such terrible experience.

It was embarrassing to open another family's room. That is a breach of privacy. It was even embarrassing going to the pool when we were very ill informed about the changes in the place. It was even more inconvenient to keep going back to the check in area because of the multiple mistakes.

Now please explain if this experience and 2.5 hours of going back and forth the 4th floor and the check in area worth $700?

Booked 5 rooms 3 months in advance for a family get together which involves our 4 kids and their spouse and 7 very small grandchildren. We point blank asked to have all rooms together and was told wouldn't be a problem it's automatic when booked together.

It was an opportunity for all the cousins to be together.

On check in at 1pm we found 2 rooms at one far end 3 at the other far end. When brought to the attention of check in they said they tried.

They only look into that the night before and we're unable to accommodate. But when pressed that you knew 3 months in advance... they said they never guarantee rooms together and they did there best the day before. Are rooms are standard rooms like most rooms... they said 🤷‍♀️ we tried

I'm awaiting hip replacement so getting from one end of the other building to the other is difficult

James Robinson

James. [protected]@esfox.com

We are loyal customers have gone every year for a long time except for last year as we had a death in the family. So this year July 31st check out on the 4th, we decided to go and rented the beautiful new cottages. That part was absolutely amazing, we spent over 5K in 4 days, the stay itself was without any issues, we loved it. However, on our way back, my teen daughter started to complain about having to stop a lot on our 7-hour drive back. On the Wednesday we were at the doctor's office and told she had a UTI, a few days later I had one too. This particular strain was a very stubborn one we were told. My daughter needed 4 courses of antibiotics and I needed 3. We were sick all of august with fever, bloated bellies and felt very miserable. On the fourth round I got upset and called the lodge. I was transferred to water sanitation where I explained our predicament. I was made fun of and told by a man that it had nothing to do with them. Then another came on that was a bit nicer pretended to listen but never even took my name or dates. So I called back and was told a manager would call me back. One did, she was a woman who sounded nice, she is a night time manager named Jessica. I told her that a normal UTI I probably would not have bothered to call but this was unusual. I told her that I wanted them to simply take this seriously and the fact that we had been seriously sick. She said she understood and would get back to us after she spoke to other managers. She never called back and 2 weeks later we received a "Here is a 25% off voucher for your next stay" On dates that they are not busy and of course none of the dates that we could go, but we get that much when we go anyway because we are always there more than 4 days, so really this was so insulting. So I called this manager and left her a message saying how disappointed I was with the way the lodge handled this, but she never even bothered to return that phone call. I am floored at how no one cared enough to even pretend to take this seriously. We really suffered for over a month and no one cared to say "We are sorry that you have had a lousy end to your summer because of your stay with us"

My family went to Great Wolf Lodge for 2 nights (3 adults and 2 children) $1100 trip turned into $1500 after my daughter accidentally broke a tv in the bowling alley. The Tv's hang much to low for a child who is at their peak height, my daughter went to throw the ball down the alley when the ball hit the bottom of the tv and broke it. Hmmm maybe there should be cages around the tvs or maybe the tvs should be at the end of the alley so this doesn't happen.

My daughter was honest and said we need to tell someone so we did (as we should) the gentleman that we mentioned this to said it was "ok, don't worry about it I will let my supervisor know and we will just turn the tv off"

We carried on with our FUN day. Went out back for story time and roasted marshmallows. Came inside where 2 woman were waiting for us to talk about the broken tv. My family and I were then escorted out into the lobby area where this was discussed IN FRONT of 2 young children. I was told that we have to pay $400 for the tv. I told the employee that the guy in the arcade area said it was ok and that we can carry on with our day. This employee then started to argue with me and implied that I was lying and that her employee did not say that to me.

Great wolf lodge has insurance for incidents like this. Yes I will agree that if there was damage to our room or if my child was being rough and purposely broke something then yes absolutely take the actions you need to take but this was an accident and not malicious at all. This is Great Wolf Lodge, you make millions and you're going to charge for something that was done BECAUSE your establishment can't think outside the damn box and use common sense in areas where accidents could potentially happen and DID happen.

Don't treat someone like a criminal, your reason for not reimbursing my $400 is "it was a teaching lesson for our staff" give me a break, if thats the reason then I should be given back my money FOR YOUR STAFF'S LESSON!