Great Wolf Lodge
Reviews and Complaints

Saturday June 8, 2019 my family and I was celebrating my sons 14 birthday where we received several interruptions the 1st let security see for himself which he apologized however came back 15 min later, yes we were offered another room not clear on the reason we were singled out we chose to leave at that point we had only been there roughly 5 hours where I stated we should not be charged... we have a video of the water coming from above our balcony the manager on duty stated she could only accommodate 50 percent

I am very disturbed at the fact that on June 5th I checked in after an hour of battling traffic I was given a key (wrist band) to an occupied suite. I was given a key and information to room # 2036 but when I entered the room it was clothing, luggage and other belongs to someone else that was staying in that exact same room. I immediately closed the room door astounded at the fact that this has happened. I immediately walked up the hall way and used the house phone to contact the desk to be "told that shouldn't have happened and to come back down to the customer service". at that time it was already after 7pm and the waterpark is scheduled to close at 8pm! Once I reached the desk I was greeted by the same representative that gave us the room, she apologized; however, I asked to speak to the manager, so she went to comsulted Nicole McSweeney the guest services Supervisor insteas and was told to give me a "free breakfast". I guess to accommodate us; However, I feel as if that's #1 unprofessional to send a message without even turning around to acknowledge my family and I to apologize for the huge inconvenience. I feel as if this situation should have been handled professionally and with some sort of empathy. I have brought my kids here for the last 4 years at the minimum once a year but this was the first issue I've encountered and I very disappointed with the results. the kids only had an half an hour to swim in which I mentioned to be told by David at the desk they will give us breakfast. Unfortunately I feel as if booking through Groupon was an inconvenience in which I will report to them. The guy stated that because it was a "groupon He could not reduce the nightly rate". I only booked through groupon because it was the best rate however today is my daughter birthday and she only requested to come to Great wolf to play at the waterpark. she loves this place but to my surprise our business is not valued and there's a lack of customer satisfaction here. I'm displeased at the way this situation have been handled. I have never experienced anything like this before and hopefully I never will again. I know that mistakes happen but I was told this room was vacant and inspected in the system. This could've happened to any of us as guest at the Great Wolf Lodge, unfortunately this have happened to my family and I on my daughter 9th birthday.

We were staying at GWL in the Dells. I woke up on Tuesday, May 28th, with a leg full of bedbug bites. I didn't know they were bedbugs till the next day when I sent a photo to my NP who confirmed that they were bedbug bites. We'd already checked out, so I called the hotel. The person said they would have a third party investigator check out the room. The investigation was not done until Monday, June 3rd. The hotel rep forwarded me the "investigation report" and said no, no bedbugs. Since then, they have ignored my calls and emails.

I have worked for GWL in LaGrange for a year and currently had to resign for bullying and harassment from my supervisor and manager. I got moved to a certain outlet without even being notified about it, I was upset and when I asked my manager about it, she stated that my personality was what that outlet needed and she had gotten rid of all the bad employees in that outlet. I worked in the outlet from November 2018 to May 2019. Everything was going ok and everyone got along. Then one day I got into trouble for letting a pack member go to the bathroom. The supervisor in the outlet stated that it wasn't my job to help that employee out, but I was being a pack member and helping. Later that day me and the supervisor had a conversation and she got in my face and made a comment how I was on my last leg and that this particular outlet was the only outlet I could ever work in before I get fired. As the months went by things got worse. My supervisor kept getting in my face in front of guests for helping the other attendants and stating that I was constantly getting off task. It got bad when I was getting timed to go to the bathroom, and fussed at for wanting to take a small break like everyone else got to do. When I would ask for a simple small break she would tell me to go home. She kept getting my face and one morning she got in my face and told me I was stupid because I didn't have a college degree like her or the hospitality experience. I went to my HR team about this and had a meeting with her and my manager. I felt backed into a wall, and ganged up, because my manager pretty much said I was a bad employee and I wasn't doing my job and I also had a problem with authority. As the days went by after my meeting I got called into the office for a meeting about stealing time. I would clock out in admin and go to banquets to go to the bathroom. This was not looked into or investigated properly. Things with my supervisor got worse and i couldn't talk to my manager, because she and my supervisor were close friends. I went to HR to tell them and again nothing was being done. I loved my job, but I was treated unfairly and falsely accused of things I didn't do. If GWL thinks it's ok to treat their employees like this then there is something seriously wrong. This needs to be looked into before a lot of other employees quit for being treated like this and the guest see more unprofessionalism.

To whom it may concern,

Our daughters had a wonderful time at the indoor and outdoor water parks this past Sunday. Unfortunately, that was the only positive thing that came from our stay on Sunday. When we checked into our Room 357 on Sunday, we were chased down the hall the manager and his name was Chris Lindsay. He told us not to go in Room 357 and that there had been a mistake. At this time we had all our luggage abd 2 screaming children and we are ready to use our wristband and go into the room. He told us that our room had accidentally bee given to someone else. He was 1st going to remove the people that were in Room 357 so we could have our Room. My husband said no that will not happen because those people had already on packed all other things and the Room was not clean at the time because those people were ready and that wrong. Chris was very hostile at first that we didn't want to take that room and then my husband started to get angry because the situation. So they ended up relocating us to the room next door Room 355. While we were in Room 355, There were some issues with this Room in particular. It turns out that the fireplace did not work. The pilot light did not turn on at all, the microwave smelt like something was burning every time we turned it on and there were no towels in the bathroom. I honestly did not even realize this and until after I took a shower. At about 1030 on Sunday night, I went down and I reported these issues to someone that was at the front desk. On Monday when I checked out, I wrote down all the issues and concerns that I had and presented those to the lady at the front desk. She told me to speak to the manager on duty and it turned out that the manager on duty was Chris Lindsay. I was not going to have another discussion with Chris about my concerns because of our first not so good interaction that we had the day before. I just handed my list over to Chris and I told him they are we were disappointed. As we were checking out he said that we could have an extended stay until 2 o'clock at no charge. By this time, all our bags were packed up and the children were ready to go home. I really am not trying to complain at all about my experience, but I have never encountered so many issues like I have the last 2 times that we have stayed at the Great Wolf Lodge. In all honesty, I am still having a very hard time justifying the $719.61 that we paid the first time around and then the amount that we just paid for this past stay.

I would never come back here, they staff is very racist and made my kids very uncomfortable staying here at the hotel and I made them aware of it, this unprofessional guy Eric stood over me as if he was scaring me, talking very Rude about him smelling smoke coming outside my room, let's not forget it's kids and supposedly be family friendly and if he had evidence his supposedly security would have removed us

I like to say I've never in my life worked for such an unfair company the new manager named El is a mean manager for public area house keeping I'm the only white person working under him and he is always having me work alone and by myself in garden grove California location nobody works alone but me I'm very upset I've been working here for 3 years and he is maybe 4 months new no other manager had me work by myself during the weekend of being busy it's so not fair can someone please help me please

Our hotel rooms were awful. The bathroom flooded in the first room we were in. Mind you, this occured 5 minutes after us being in the room. My toddler had to use the restroom so bad & we were waiting for them to bring us the key to the other room, as we decided to switch rooms. We waited forever, so we eventually left to use a restroom in the lobby area. We switch rooms & the second room was next to the boiler room. Literally, no neighbors to the left, just the boiler room. Well, apparently, according to maintenance, the water pressure was off (not stable?!), which is why our whole shower was raddling...very loudly...despite the shower being turned OFF. It was a nightmare. I took a survey & replied to an email that I received from Great Wolf Lodge, regarding my survey. I further explained our dissatisfaction via email & I attached a copy of the video I took. I ALSO called & left a message and I've heard NOTHING. We're very disappointed in the lack of customer service & our room situation.

We arrived at the Kansas city great wolf lodge on April first we went to check in and there was a line. We waited for about 30 minutes to get to the front desk. I was asking about upgrading the room but the associate could not tell me the difference in the rooms or what the up charges would be per night. Then we asked about a meal pass they said the total would be 203.00 for the stay and we would get a 180.00 credit. I asked why we would pay more and get less and they could not answer so finally I said forget it just stay with the original reservation. The lady said there were no wolf ears and my sons name was not on the t.v. screen like we requested. We were given a piece of paper with our room number on it. ( no welcome packet or itinerary like in the past) I tried to blow it off and have a good time.
Get to out room and there is rings in the refrigerator from someone else drinks, hair on the mirror and nails sticking out of the woodwork. There was no water or garnola bars in refrigerator like there was during our stay 6 months ago. I went and voiced my concerns to front desk who stated everything has changed from 6 months ago in my mind I was thinking not for the better. I went back to my room where a supervisor did speak with me who was very nice and took hair off mirror and gave us voucher for breakfast. When it was time for bed it was terribly hot and maintenance had to come to room later next day and our sink also had to be fixed. When we went to breakfast the food was cold and dried out from being under heat lamps. Th omlet station chef was nice though.

We live 3.5 hours away and this vacation is for my sons birthday but it hasn't been near as good as last time and maintenance has been in our room way to much. I believe I should get some kinda refund or voucher for free stay in future. The room we are staying in is 240 my name is Chelsie Cole phone number [protected]

I prepaid for my room and meal plans at great Wolf Lodge and noticed on my final bill an additional charge of $393. I went to the front desk and after 30 mins of them reviewing, they saw they were so double charging me for my prepaid meal plans. They figured it out and saw that I had $120 left to spend before I left. I proceeded to spend the rest on pizza and Dunkin donuts and they charged me again! I called her resolve and talked to Josh. explain the issue you took down my number and said someone put call me that day. That never happened I called back Josh was there again get give me the run-around I told him I wanted to talk to someone he finally hung up on me. I called back and was placed on hold. This company had no issue taking my money and almost $400 extra but not willing to resolve what it did! 100% worst customer service ever. In addition the rooms were not cleaned during my stay and the rooms ready 45 mins after check in. While there, it was great, but registration, housekeeping and checkout was a "F"

I worked with the director of housekeeping and laundry 15 years ago at century 21 in Florida she has been following me and my husband and children for years... she takes your kids and try to get money out of you... something needs to be done this has been going on now for a year with her threatening my family and refusing to return my daughter to my home... please do not allow this person around anyone's kids and also the GM Angie Brown from concord is allowing it thinking it's funny rather then help me get my child back... I been upset for months now while I'm being told she is refusing to release my daughter please contact me ASAP. Thanks Frances Munoz

Hi. I was debating to write to you about the experience I had at Great Wolf lodge in Fitchburg MA.
My family and I booked 2 nights at GW
We wanted a fun stress free getaway for s couple of days .
We decided to do the Buffett dining and when we sat down to eat we did see little flies here and there . Then when it was time to get our plate I couldn't believe my eyes on all the fruit flies / Nats were around the food especially on the dessert it was disquieting to see them walk all over the cupcakes /fruit/tacos . I'm writing this letter to you at —12:39am while I'm still here at GW with bad pains in my stomach and feeling so nauseas . I can't sleep because I feel so sick . My poor children had to see their mom in such agony and couldn't enjoy their second night . I just hope you fix the problem .i don't want to sound harsh but we really needed this getaway from real life .My Dad is ill and I just wanted a beautiful time with my husband and children and hoping one day return and visit great wolf again . Everything else was nice but I truly wish the dining area gets up to par .
Thank you
Arthur & Patricia Jordan jr
[protected]@gmail.com

On Nov 4th 2018 my son and his wife had scheduled a stay at your facility in Mason Ohio for their youngest daughters 7th birthday. They had invited the grandparents to come for dinner at the Wood Fired grill. They arrived at 1 pm on Nov.4th and checked in at the restaurant to confirm the 6:30 reservation and also confirm that there was available seating for a person in a wheelchair. They were told everything was set. There grandparents from both sides drove an hour and a half to get to GWL. At 6:30 we all went to the restaurant and was told there had been a mistake and they had seated another family at the only accessible table available and that our reservation was being pushed back about 40 to 45 minutes. At 8PM both sets of grandparents had to leave since they still had a long drive and it was a work day on Monday. My son texted me at 8:20 PM to say they had just got word that the table was ready. To late by this time. My granddaughters b-day party was ruined by someone's incompetence.

I currently work at Great Wolf Lodge in Lagrange Georgia. I have been with the company cents before we opened. My director has done quite a few things that seem to be highly inappropriate. I took my concerns to HR but nothing was done. The biggest thing is he told a supervisor that works under him that he would give her the item she asked for if he could "get off" on her stomach. He goes around to other people (not directors or managers) in other departments and discusses what people tell him in confidence. He will leave his area/office almost each day between 10 and 11 and not return until almost the end of the day 2:30 or 3:00. He uses really bad profanity and makes sexual jokes. Employees under him basically tell him when and how long they want to work and he picks and chooses who does and don't get points. This is by far the most unprofessional person I have ever worked for and I have been working for 16 years now in just a few different jobs. I just feel as though this is not being handled properly but the human resources office we have onsite.

My name is [removed] I worked at GWL of Georgia i resigned my position there because of the racism that i had to go thru it was a great experience in retail but the managers and directors are horrible my time there i was constantly dragged into the director office about one specific supervisor and the day I left was because this supervisor said she felt threaten and harassed by my presence. I was sent home and i resigned that following week i will not be accused of a crime, this past week after a friend of mine had got into it with a Male supervisor which is Caucasian he got in her face and she repeatable told him to step back she went to to our director which him tand management failed once again and she resign her position its not right that because of our skin toned when can get harassed, bullied, and accused and nothing being done its not right that we have to resign or quit because we feel uncomfortable.
[removed]
[protected]@gmail.com

HR Director Julia and her assistant Shanna of the Sandusky property are horrible people as is the Water park directors are straight up bad people too say the least all that Justin knows how too do is set people up and he isn't even good at it. He once even tried too pick a fight with me in his office and the moment I stood up for myself he backed down cause he knew better. HR Director Julia and GM Alanna are Liers who try to come off as good people and nothing could be further from the truth. I pray every night that Julia, Shanna, Alanna and Justin lose their jobs and they will eventually and I hope they suffer slowly and intensely. Karma ain't nothing to fool with. They probably won't get unemployment compensation like me cause even an ignorant child could establish just cause on them.

I was a guest at the concord location last year this time. My stay there was unorganized and the initial greater was rude and short. At the end of my stay I received and refund and a free night. I called to redeem my free night and add one to it today and was called a lair by the employee/management. The manager told me she see's where they gave me a refund but doesn't believe that I was given the free night. I was very disappointed, to hear that what was promised to me was not being honored. Last year my children spend there birthdays there I booked two rooms next to each other. Which I did not get, the man at the front desk gave me the wrong time so we missed our milk and cookies. I ordered two cakes one of which my friends daughter couldn't eat because it was chocolate which she is allergic to. The trip became more of a hassle then an enjoyable memory which it should have been it was our first family trip and there birthdays being I have MS and it difficult to really plan anything. With all of this being said I called today to give it another try redeem my Complementary Night and add one to it to stay the entire weekend, and once again this is starting off as a hassle. Please contact me Leah Antunes @ [protected] or via email [protected]@icloud.com