Great Wolf Lodge
Reviews and Complaints

I will start off the other saying our staying was very disappointing. We had high expectations and we shouldn't of. We arrived and went straight to the pool. We just dropped off our luggage in the corner of the room not realizing the A/C was leaking. When we came back to the room hours later our luggage was all wet. The room stunk and was very muggy. It was very late and know asked if we wanted to relocate. We called the front desk they came in to look at it but said it was not in our room. We paid a lot of money and saved for the trip and did not meet our expectations. It was our first time in a "nice" hotel and it did not seem like it. The lifeguards did not impress either. They did not pay attention to the swimmers and worried more about socializing.

I am 50/50 on if I would return or not. There are a lot of positive things about GWL. It was over all a fantastic trip. But we had an incident that we were left feeling like we were just nobodies. Our first night there was Monday, my son is 3.5 years old and was in the kiddie area going down the green salmon run slide. When "Nicole" at the top wasn't paying attention and let another girl down before my son finished, he was a little over half way down when I saw maybe a 9 year old plow right into him, feet first into his back. He was knocked forward forcefully, knocking the wind out briefly and screaming and crying. "Daniel" was the employee at the bottom. The girl that hit him was also very upset but I assured her she did nothing wrong and politely thanked her for her apology. I spoke with Nicole who told me to go to the front desk to complain, and told her to do better at her job because a child was hurt, my child. I went to front desk to file a complaint and the only person to contact me was "Jackie" from first aide. I want to know why I checked out on Wednesday and not one person apologized to me, offered my kid a treat, contacted me, did anything respectable to make an effort to change our moods. No manager, no Human Resources member, no one contacted me. WHY? I spent over $1000 in this place for 2 days, might not seem a lot to you but it is for us. I felt like we didn't matter one bit as my room was already paid for, I was still charging $70 dinners, $60 gift shops and other purchases and feeling like nothing more than a paying customer, who's son, who's family - didn't even matter enough for an I'm sorry. I didn't catch the name of the young girl at the desk that took my complaint, but I was standing there balling my eyes out. I haven't even mentioned the fact that my son slept on the patio with my husband (Jackie saw this and I have photos) because since the moment the wind got knocked out of him, he coughed consistently every 0.10 seconds for 2 hours.m until passing out from exhaustion. To the point I had mapped out my 7 minute drive to a hospital I never even heard of until my stay in GWL. Finally around 2am I was able to bring him inside and keep him sleeping, where he woke up every hour screaming.

It was our very first time away from home, my kids have never slept anywhere but home, it was our first family trip. Even tho there was numerous highs, this one thing is really sticking with me like a dark cloud.

Another disappointment we had was the amount of things floating in the pool outside. There was gobs of toilet paper, some plastic and a bandaid. I mentioned it to the 2 lifeguards that we're just standing there talking and they said they can't get it because they're watching the water (understandable) and they would have to call someone. When I asked if they were going to they kind of just looked at me and one laughed. They never did. We went back inside.

My family and I have been coming to the Great wolf lodge in the Dell's for a few years now.. The staff is friendly, rooms are clean and my 2 girls love coming here. This year we stayed in the condo unit and the room was great. I parked my car by entrance 6 in the handicap spot . On the second day there when I opened my drivers side door I noticed toys on the ground. On the third day as I walked to my car, I noticed a play torpedo at the bottom of my winshield. These are little toys that look like torpedos and are heavy. When thrown in the water they go pretty far under water. . Anyway when I saw it on my car, I looked my car over and saw that I had a dent on the hood, a dent on the roof of the car and a deep scratch at the back of my car . These were not there before. This is a brand new car! I Also noticed that the dent on the hood had blue paint on it .. I looked at the torpedo and it had the same blue paint missing from it also. Same size! I thing cameras should be placed in the parking lot to watch over cars. I am very pissed because this car is brand new and cost over 40 thousand dollars. I regret coming this year.

My name is Traycee Stenhouse. I purchased a 2 night stay on Groupon for the Gurnee location. I called your customer service dept to request an accessible room. My Mom is wheelchair bound and has been for over 10 years. She can't walk at all with limited movement. I am mentioning this because I have had many years of requesting an accessible room. My mother was just released from the hospital a couple weeks ago and just wanted to be here for my daughters last hooray before school starts this week. I checked in on Aug 18, 2019. I asked about the accessible room and was told sorry you booked through Groupon. I told the lady that I am aware of that yet I called Customer Service as well to request the room. If there was something different I needed to do when I called no one advised me. I asked for a supervisor on duty at check in. I was greeted by a Supervisor who I cant remember his name. He was a young African American man. He had NO empathy at all. He had NO concern for my situation. I have 3 kids who have been waiting all summer for this trip and I can't let them down. So with tears in my eyes I'm asking him what can be done. He tell me I can cancel and be credited by Groupon later or call Customer Service. Those were my options. I explained I need an accessible bathroom. HE DIDN'T CARE ONE BIT. My Mom said just check in as to not disappoint the kids. I called Customer Service and Spoke with the Supervisor named John who was helpful. He was empathetic and caring even though he couldn't help me. Well I'm in this room and have had to keep taking my Mom to the public bathrooms because the one in the room we can't use. This has been the worst travel experience to date. I would like someone to contact me. This wasn't fair and it wasn't right. I did what I was supposed to do. I have spent my money to try and make fun memories but instead my family and I have had to endure a rude, heartless supervisor while not being able to use the bathroom in our own room. I guess I need to go to another hotel to give her a proper shower. I'm so upset that this happened and absolutely no resolution provided. Traycee Stenhouse 815.277.6828

My husband and I along with four grandchildren stayed at the Great Wolf Lodge in Gurnee, Illinois on Friday August 16-Monday August 19. We had to call the front desk twice to fix the thermostat and it's still not fixed. In the middle of the night apparently the air came on and we were unable to shut it off and everyone got sick. Due to the fact the air was running for a long time the ceiling started to leak. Then to make matters worst I had to contact housekeeping several times for more towels. I had six people in my hotel and they left us three face towels the first time they cleaned the room and nine the second time for the second bathroom. I'm very disappointed with my stay here at great wolf☹️

We went for my daughter's 5th birthday, I should have known something was wrong after I read all of the complaints before I went. I got charged $431 when I checked in when I only owed $180. I was told by one of there workers that when I check out no to worry I will be getting money back when I check out. Upon checking out I was suppose to get $51 refunded back to me, I called customer service and she was pretty rude to me. She kept saying why do you think your getting any money back? I tried explaining that $431 was taken off the card when I checked in, when I checked out my bill was $380. Instead of fixing the issue she said she needed to call me back the next day so she had more time to look into this. Looks like I need a lawyer, no wonder they make money at this place, you get ripped off the minute you check in. Customer service needs to take Math courses.

The park has black and green areas through out the entire inside water park and the spa tub. The slimy discoloration is through not only the walking area but also behind the lounge area inside the hot tub. With the amount of the rooms demanded renting of towels with a $15 fee threat if a child accidentally picks up the wrong towel and the entire purpose of being a KID friendly place I do not believe the floor is being properly cleaned

I have photos of the disgusting room. Spent tons of money for my wife to have to clean the room. The Fitchburg great wolf lodge has declined tremendously. We come a couple times a year and I am very unsatisfied with this stay.
Staff was pretty good... they have to clean better.
There was jellybeans in our coffee pot, the fridge stunk.
It's really too bad because we used to love this place.

I checked into Great Wolf Lodge in Gurnee, Illinois on Thursday July 18th, 2019 and we arrived before the check in time of 4pm that day. They provided our wrist bands for me, my two sons and my brother. They said the room wasn't ready - Room# 2260. So we proceeded to the Waterpark until I received the text that my room was finally ready and available. The room wasn't ready because IT WAS FILTHY! I could run my finger across all of the furniture in the room and get tons of dust. I have really bad allergies so I had to take additional allergy medicine. Also there was food on the carpet and the bathroom floor over by the sink so my room wasn't cleaned!
Looks like they just changed out the bedding and did nothing else! I did go to the front desk and spoke with the manager but I cannot recall his name. He did say that they could take $50 off of my first night which was accommodating but it gets worse from there. I accepted this and proceeded on my way. Friday night was a nightmare. It was well past 10pm and children are running up and down the hallway and screaming. While I understand that this is a child place parents and the hotel staff should not be allowing kids to run up and down the halls and screaming at night time when you have other guests staying at the hotel and can hear everything from outside the rooms. Also parents in other rooms were so loud I could hear them at all hours of the night until the wee morning hours. I am a light sleeper so I can hear everything. I sent a message via text to my personal assistant about the issue and they said they would forward it to management and I never heard anything back. It was a waste of my money because I couldn't get any sleep Friday night! For the money this place costs I expect a certain level of customer service and resolution. Here comes Saturday morning and check out time is 11am. I stepped out to grab a cup of coffee to find that they already deactivated my wrist band to get me back into my room. I had to knock on my own room door to get back in. Thank goodness someone was in the room at the time. Again this was also mentioned to the hotel staff and again no response from management.
I am looking for a full refund on my entire stay an apology from the hotel management on my experience.

On 7/15 I checked in w my family to celebrate my bday (7/16) I picked GFL to celebrate it. I was with m husbad, daughter, son, and 2 of my grandchildren, one with autism. After having fun during the day and went to room at 9:40 after the dance party we were ready to sleep and bam! Dirty sheets! We waited around 15-20 minutes for someone to come and exchange them. Next day come (my bday) and all good in the am until we hit the pool, one of the employees targeted us because of DD iced coffee my daughter had... after that my bday was ruined. The lady keeps attacking us over other drinks, meanwhile a whole lot of caucasian people keep entering drinks to the pool... that is wrong my birthday was ruined! We felt discriminated. I hope someone from the corporate sees this message. It took me 2 days to post it because my husband didnt want me to but i can't stay shut...

My family and I just stayed at Great Wolf Lodge at Grapevine, TX. From 7/07/2019-7/10/2019.
1. Billing-hidden charges, double charging. Staff would not provide a reason nor was anyone from management available to help!
2. Customer- The staff was rude and acted like they didn't care!
3. Toilet Backed Up- We stayed on the 2nd floor and it had a continues sewage smell!
4. Vent In Restroom- We would take a shower and the restroom would be so foggy we couldn't see. We ask for maintenance to take a look at it. The maintenance person found that the vent was clogged to a point where it was not working properly, he decides to clean it in our bath tub! (That is disgusting as we had to use that same bath tub to bathe)!
5. A/C Issues- The a/c wasn't cooling properly so we ask if we could get a fan. The response was they don't offer fans unless there is issues with the a/c. So we had to request for someone to look at the a/c unit. The same maintenance person looked at the unit. He took the a/c filter out and found that it was so clogged that there was no way the unit could cool properly! He did replace the filter, so we ask him for a fan and explained what the customer service rep said about getting a fan the first time we ask. The response was "I can't believe they would say that, if we wanted a fan that they supply it for the guest upon their request"
6. Housekeeping- After cleaning our room they would always forget to restock something. Coffee, Towels, Hand Towels, Shampoo, Soap, and when we would notice one of the listed things not restocked we would request for it, and was told they would have it right to us. ( That never happen! We had to go find someone to get the inventory needed, and was always treated rude or told they didn't have it half the time...)
7. Activities- We purchased the "Wolf Pass" that includes access to most of the activities for our kids. ($100/per pass) We try the XD Theatre and only 3 seats were working. Then we try the Laser Frenzy. The same person running the XD Theatre also handles the Lazer Frenzy. When getting ready for the Lazer Frenzy the person did not explain the game at all. He showed no interest nor did they explain any of the two, XD Theatre or Lazer Frenzy!
8. Broken Equipment- The ice maker on our floor didn't work. The conveyor belt on the water slides were breaking down all the time. One time it broke down for 45 mins while we were next to ride, the water park had already closed while we were stuck at the top until the staff had to bring the tube up manually!
9. I would not recommend this resort to anyone!

Complaint Details
Made reservations for my family to stay at Great Wolf Lodge for our summer vacation and the 4th of July celebration. Payed extra money to stay in a large wolf lodge with loft. First night we stayed my youngest daughter told me she saw a bug on her bed it was late so I had my youngest daughter sleep in our room with us. The next day my oldest daughters friend while we where in the elevator expressed she got bits all over her legs. I looked into it and noticed there was bugs in their room. I notified staff and was told to wait for someone however no one showed up I'm guessing it's from their staff not being able to speak English very well. Missing out on all our time on our vacation I went and spoke with a manager. He came to our room with the "room keeper manager" he called his self and tore the room apart to look for bed bugs. They said they will have someone come the next day due to it being the 4th of July and took all our clothes to dry them to kill the bed bugs. When a wolf pack worker came to help and get more of our clothes the also saw the bed bugs and we took we pictures of them and handed it to him in a napkin. Then then said to take prober steps we need to let the heat dry our clothing and told us we had to toss our kids character teddy bears and kids great wolf lodge pillows and snakes and a few other bears won from previous stays. We then had to purchase clothes until we received our clothes back which took over 15 hrs total and still didn't receive all of them. We where told they would compensate our family two future night for free for our lost time and they said they will compensate everything else until they found out The BBB was contacted on my family's behalf. Once they found that out they wouldn't speak to our family and they would try to help our family and they didn't return all of our family's clothing. .in addition after the found the bed bugs the made us move to a smaller room and wait there all day to tell us what they can take care of which ended up being nothing Rachel told me to talk to BBB she will not help our family and Jason told us contacting the BBB does nothing for our family and will not help our losses nor our situation. All Great Wolf Staff discriminated my family force tacting the BBB because they didn't want to try to help my family. They had no good customer services nor did they care that we where losing sentimental items. Our family trip that was suppose to be fun and a time to remember ended up being a nightmare and traumatized my children. My family and I hope that this never happened to any other family and we are very sad that it cost us over $1, 500 at the least of losses and lost time that we can never get back. Please help make this right for my family by compensating us back our money, our time that was suppose to be our vacation time and we couldn't even swim due to them not returning our swim suits also and us having to wait for 24hours on the check list they had to do for them to get back to us and still they never did and, our lost items infested with bed bugs, our clothes that wasn't returned please see pictures attached of proof of bed bugs In our room and my daughters legs from sleeping on night on there.

I stayed at the LaGrange, GA location from July 3-4. I planned this little mini vacation as part of amulti stay vacation in Georgia. The plan was for my grandkids to stay overnight near many of the places we would be visiting.

I will never visit this location again for the following reasons. The room that I booked and was given was nothing like the room presented on the internet. When I asked guest services about the room I was simply told the room would not accommodate the TeePee, therefore, it was not in the room. I quickly reminded them that the picture you are advertising has a Teepee in it. That fell on death ears. As I further unpacked, I noticed a ton of dust and that there were no wash cloths in the room. I flagged down a housekeeper and asked her if room 1140 had been cleaned, she was unaware that I was the occupant, she said yes, she cleaned it herself. I proceeded only to ask for the washcloths as there was no need to ask her to clean the room. I took my cleaning products and cleaned the room as I do every room and then setout to enjoy the waterpark.

The bed linen was soiled and we did not notice until we were ready to turn in for the night. I immediately called guest services and they sent a young man by the name of "ALEX" to change the linen. He was the most professional person I met during this entire ordeal. The breakfast buffet the next morning was disappointing as well.
I calculated the price of the meals and would have come out better paying for them the morning of instead of a "package deal" as they presented. There was nowhere to sit and you could only go through the line once. Perhaps they were not prepared for the number of people that were there as they continuously ran out of food per the murmuring amongst the guest around me.

I paid nearly $90.00 in fees Never in my life have I seen an invoice where you pay taxes on a service and then those taxes are taxed as well. While my grandchildren enjoyed their stay, I will never visit there again. Between the filthy room and soiled linen, I was not impressed having spent $503.00 for a night of disappointments. Yes, $503.00. $221.00 for the room, $120.00 for the Wolf passes, $60.00 bucks for breakfast, $20.00 for the cancellation fee, and the rest was in taxes and fees.

We stayed at The Great Wolf Lodge location in Fitchburg, Massachusetts on July 2-3. We purchased a Groupon for our stay. When we got there, they must not have realized that we had purchased a group and in addition to the 100.00 hold they put on my card they also put a hold for an extra 196.00. When checking my bank account later on I realized that they had put a hold on my account for 296.00.

I immediately went down to the front desk and asked to talk to the manager. It was all young kids working there and at first they told me the manager was busy. She walked out a few minutes later and I said is that the manager? The lady at the front desk said oh she must be available now. I talked with her about the situation and she said because it's nighttime there is nothing they can do until tomorrow. I said well I cannot have an extra almost 200.00 on hold right now. They kept saying there is nothing they can do tonight. I said can I please speak to a different manager. They ended up having me talk with the security manager who had no clue what to do but said hold on I'll look into it. I think they thought I would just leave because he never came back out until I asked where he was an hour later. He came back out and said well can we give you a free dinner for tonight or a free breakfast for tomorrow to make up for this inconvenience. I said no I think I shouldn't have to pay for the room honestly. I have been dealing with this for almost two hours now. I asked to speak with the other manager again.

While talking to the other manager I decided to call the 800 number for my bank, they ended up talking to her and getting authorization to reverse the hold. Thankfully it worked out two hours later and they did give us a free breakfast but the customer service is terrible. It is a bunch of young kids who don't know what to do.

I ended up asking to speak this morning prior to leaving to the supervisor so she was aware what happened. When I asked the lady at the desk to speak with the manager she replied, "you are telling me that you want to talk to the manager about something that already has been resolved." Wow! How do you talk to a guest that way? Unbelievable.she ended up taking my name and number and said the manager was busy and would call me. I never got a call. Prior to leaving I went back to the front desk and did get a chance to speak with the supervisor. She did apologize but the customer service at this location is terrible and I honestly don't think I would return after this. I just think corporate needs to train the staff better.

dates of stay 6-24-19 through 6-26-19 at the Lagrange, GA location. The room was in Tommy/Kaye Green and our room number was 1124. I had money stolen by housekeeping and debit card information stolen. Anita Wilson [protected], 214 West Ray Dr, Hattiesburg, MS I have reported this to Yolanda in security while I was there and also the front desk. I have sent in a complaint on the website and had a call from Chris at Madison, Wisconsin. He transferred me to Lagrange and I talked to a "Breanna" there. She was kind of rude and said that a Rotel would call me today at around 2pm, Georgia time. I have not heard from anyone.

This is really sorry on your part. You want to take all of your customers money and your personnel take the rest when you get there but don't take any kind of responsibility for these actions.

I help with my only grandson and he doesn't have a father in his life. I thought this place would be a great trip. The water park, food and activities were great but the housekeeping staff sucks. I would at least like to get my $50 back that was stolen out of my purse.

Called reservations to plan trip. Was told I would get a 50 percent discount for reserving so far out and first timer. Paid a 300 deposit. Ordered room birthday package and 2 scoops experience. Ordered 2 pup pass and 2 paw passes. Asked for 4 day 3 night stay. Got charged my deposit. Upon checking in my balance for room as promised 870.00 went to 1150.00. Asked if I was fraudulent quoted. Was told it was scoops and birthday package. But that was supposed to be separate charge...ok whatever. No wolf ears no birth day ears no birthday package in room. Oh up charged to wolf pass of 4 way better deal and was given 4 wolf passes. Got to room I had to clean myself got blankets towels toilet paper and scrubbed my own toilet and tub...I carry Clorox travel wipes everywhere mainly for public restroom. Did not complain yet...did not get landyards and started wolf pass. I specifically asked if we need anything other than bathing suits and flops an that's what we brought. Get to ropes and told to purchase shoes from gift shop wow. Not. Was bit given activity list missed activitys and spent 5 hours trying to get manager to help with room again. We sat dity sheets and towels in pile and asked for room. To be cleaned. Came back to 4 towels thrown on bar and no bedding. Tried to hunt down housekeeping to make our room up again myself then got pissed. Finally after an hour of mangers hiding in the back from me Johnathon came out to help walked us to gift shop got us shoes and then list of activities. Meanwhile Amy AGM Called and helped I said we have missed half the day and we can't do anything but eat put kids to bed so she comped that night which is fair. Tried to move on and get into spirit. Did scoops was wonderful. Lodge was great too food an staff. Then decided to get a messages which was great! All happy go to pool area finally. Have 3 4 6 yr old girls we 4 playing in baby area was cool. Then go to lazy river stand in line. wait for floats no one in charge. I get shoved in from stairs by kid and his mom reaching around me while I was grabbing double float. Lady tried to fight me no one helping me 3 yr old gets runned over by other kids starts to drown I'm screaming for help no one helps I pull my kids out flip her over get water out. Find a pool manager I guess in black not sure tell him this is unsafe and all he said was what room. Ok left pool area bathed my kids calmed down sent text to Amy. Decided to check out next day early instead of staying late and upon that see 8 passes charged to me...yea ok. So Kendal said it states we were phsyically handed them an I said umm no. I up graded to 4 wolf passes. Then asked her about rates or if she knew why we were told one price then up charged she really tried to help. Then out of blue Phil Cunningham GM interrupted and was extremely [censored]ty and told her do not take anything of my bill an Kendal said in my defense no she has been overcharged. Anyway he tried to bully me an man handle me. I am demanding corporate deal with him immediately. Kendal had everything under control this [censored] actually told me to be grateful I got a night comped. Grateful we need to be grateful. Screw him. I'm retired CFO what a disgraceful place. There's good people there and very bad. Corporate needs to help overworked GMs so we the customer don't get treated like crap when we did nothing at all wrong! Tell my children why they too were disrespected. [protected]@gmail.com