Great Wolf Lodge
Reviews and Complaints

I have brought my children through the years to Great wolf lodge in Fitchburg, Ma. We have always had a magical time. One of my favorite memories was Easter many years ago. So my husband and I decided to bring our granddaughter for Easter this year. To our disappointment there was no Easter bunny, or easter egg hunt, or even any sign of Easter at all. This was very disappointing since this was the sole reason we chose April 8th-9th 2023 to go. Then there was the emergency alarm that scared us awake on April 9th 2023. Can you offer any compensation for our disappointing and traumatizing experience at Great Wolf Lodge.

Hi, we stayed at the resort in the Poconos last week, and unfortunately got food poisoning. We started out having a great trip, the kids had wolf passes, made bears, and we spent tons of money in the arcade. This was our first time visiting, and it was a quick get away for us.

We arrived on the 29th and were due to check out on the 31st, but of course we intended on staying at the water park for awhile that day.

On the night of the 30th, my husband went to get food at the diner near the Waterpark entrance. He meant to order hot dogs and a 3 piece chicken basket, but accidentally ordered 3 BASKETS of chicken tenders. So, our 12 year old and 16y old had some tenders from one basket, I was eating a little from a different basket, and my husband ate them as well. Our 5y old twins didn't have any. That night, I began having terrible abdominal pain that woke me up, my husband was complaining of the same thing. Shortly after, I started violently throwing up, and he was having diarrhea. This continued for hours, the kids of course didn't understand, they were crying because they wanted to go back and swim. We also saved their arcade points for the last day and they were anxious to pick prizes. They never git to finish the last if the magi quest game either. Meanwhile, my husband and I have chills, aches in all of our bones, and were still having GI symptoms. We allowed the older kids to take them to the arcade to redeem points, but it wasn't the same as having your parents their to help pick. I messaged "willow" that we were extremely ill, and weren't sure we could get everything out by 11. She gave us til noon.

We attempted to have my brother from Philly come out to get us and drive us back to state college, but due to work he couldn't. So we grabbed what we could, definitely leaving stuff behind, and my husband managed to get us back to the state college area.

I then missed 3 days of work due to this. I was scheduled at 11pm on Friday, 7pm sat, and 7pm Sunday. Then in order to return to work on Monday, I had to make a doctor's appointment and get COVID tested, as that is our policy.

Sent from Yahoo Mail on Android

This was my first time staying at Great Wolf Lodge and I was pretty disappointed. Their prices were not worth the room I was in at all, I could have stayed closer to home and got more "bang for my buck". The pillows were so uncomfortable we couldnt sleep very well at all. They wouldn't give us different ones either, so i came home exhausted. I paid for a paw pass and the magi quest my kids couldn't even do because the wands were crap. I made a complaint and they said they would credit me and never did! Instead they charged me more at the end! 😡

I’m very displeased with my recent stay as it has left my entire family sick and with skin rashes. My youngest niece and my 5 year old son have both been suffering from skin rashes, my Neice was diagnosed with impetigo. Mine and my sons legs were burning for several days, to the point where we couldn’t enjoy the water park on our last day because we were in so much pain.

this was my second time at the Great Wolf lodge, the first time went great so I’m disappointed. The first time my entire family went, none of the children suffered in any kind of way which makes me question what changed from the first time to this most recent visit.

I’m very disappointed, me and the children missed several days of work and school because of how our bodies were affected by the establishment.

The first one was that the customer service and reservations phone numbers are incorrectly linked to what is displayed vs what is actually dialed. This discrepancy resulted in issues making our reservation and caused some confusion. As a loyal customer of Great Wolf Lodge, I believe it is important to bring this matter to your attention. I am concerned that this error may be affecting other customers and causing them inconvenience as well.

The second issue we realized during our stay. It seems that the attractions and amenities for that location are misrepresented both on GW’s site, and on Google searches. I do not recall seeing this attraction in person or in my pictures but I may have missed it. I am not certain on this. The other issues I am certain on, so please continue to scroll down. We were also extremely disappointed to discover there is no hot tub, despite specifically using hot tub as a filter search for local hotels. According to those results, this is what we believed would be at that location. I have screenshots below.

Thank you

We could have done without all of these headaches but felt it was important to let someone in charge know, and I had a difficult time finding contact information for a local GM. I hope that GW takes these issues seriously and fixes these problems. In recognition of our effort to alert you to this important issue, we would appreciate it if you could offer me a US a complimentary stay at the Anaheim location as it’s the closest to us, (2 hrs), plus a few day passes.

I believe that such a gesture would demonstrate Great Wolf Lodge's commitment to customer satisfaction and help to maintain my loyalty to your brand, as these are pretty major oversights. Thank you for your attention to this matter, and I look forward to hearing back from you soon.

-Ashley

I stayed at the Anaheim California location March 9 and 10, 2023. While there we stayed in a room that was located next to the magic quest items outside our door. That was simply awful. People were outside our door laughing and running the hall passed 11. On the second night 2 boys pounded our door, when I opened the door it slipped and smashed my hand. I ended up leaving first thing when the boys were up instead of staying to enjoy the water park. I had a bone bruise. It is annoying that kids are running the halls and pounding on doors. For that I got a pack of ice. That’s it. I had stayed there before and already had an awful experience when we rented a cabana and people were allowed to sit in our cabana.

We have been to the Concord location several times and thoroughly enjoyed our stay. Staff was pleasant, rooms were clean, food was good. This complaint is about the current pricing I was looking to bring my family to the resort during the first week of April but one look at the price got me turned away in a hurry. The price I was quoted rivals Disney report prices. This place has priced out average income families and it breaks my heart. I hope one day they can return to some kind of normal pricing.

First of all the total cost for our trip for a family of five ended up being about $1000. I want to first say that there was multiple areas of the hotel that smell like straight piss...Including the hotel shower curtain in the room. The business hours for the attractions do not match the check in and check out times at all. By the time we could check in we barely had enough time to do anything except sleep and breakfast had an hour wait but plenty of empty tables.. For the price of the room... The breakfast should be complimentary anyway... If you vonsider the surrounding hotels. Then you have to check out so where is the value in this resort? All morning everything is closed until check out time. Seriously when do have the time to do all the activities if they dont open until an hour before check out time. Now we ate dinner at the family restaurant and then we all spent all night in the bathroom. So that needs to be handled immediately because something is seriously wrong with the food. I am deeply unsatisfied with this trip... It is the worst resort I have ever been to. I feel like we got taken afvantage of for the amount of money we spent and I am furious. If tou consider the cost of the competition... The wolf creek lodge deserves 0 stars... The fact that I could smell pee in every corner and bathroom of the resort is ridiculous.

Hi,

My family, friends and I have been coming to Great Wolf Lodge for over a decade and seen our nieces, nephews and kids grew up pretty much there. My wife and I along with my son were there on July 30th to August 2nd. Our son really had a good time so we decided to book again. Since I am a business owner and had over 13000 airmiles points, we decided to book it through them for August.26th.2022 to August 28th.2022. For personal reason, we could not make it on August 26th.2022, but made it on August 27th.2022 to Great Wolf Lodge Niagara. In a nutshell, immediately the customer service manager at Great Wolf Lodge had dismissed us and told us that our whole reservation was cancelled, and our spot was given to another family and no more rooms available. According to customer service manger, since we had missed the first day, that our whole reservation was cancelled since its through expedia & airmiles. I and my family had a tough time and had to stay in another hotel in Niagara Falls, I have documented proof if needed. Great Wolf lodge made expedia give them in writing of the details and would refund if necessary steps were followed. In conclusion, absolutely no refund and mentioned about no refund policy. Although Great Wolf Lodge got fully paid by expedia & airmiles, and our spot was simply sold to another family, sort of a double dip sales scenario.

As I mentioned earlier that I am a business owner and have many clients, friends and family members in many parts of the world, we came here many times. Anyone visiting here next time, I do not wish to spread bad rumors or share my bad experiences with anyone. I would continually would like to come here more often with other members. Please respond to [protected]@mail.com.

History of email vendor exchanges attached below as evidence:

Good day,

The booking is, and was non-refundable and non-changeable, as per the terms and conditions agreed upon at the time of booking.

This information is provided to you during the booking process and is also included on your booking confirmation. Please find a snapshot from your booking confirmation below;

You further signify agreement to these terms and conditions by submission of payment or redemption of miles.

We follow a consistent policy to ensure we are fair to everyone who books with us.

Whilst we empathize with the situation, we cannot provide a refund, as per the terms and conditions of the booking.

Please accept our sincere apologies, as we know this may not be the preferred outcome. However, it is out of our control, and we are obligated to abide by the hotel-imposed penalties.

Should you wish to dispute the case’s outcome – please send us a letter from the hotel stating cancellation was done and that they are confirming approval to refund the booking.

Supporting documents for the cancellation request may be required by the hotel.

Sincerely,

Mitch / AIR MILES Hotels + Cars Customer Service

From: [protected]@mail.com

Sent: September 12, 2022 5:39 PM

To: PointsAirmiles

Cc: PointsAirmiles

Subject: Re: Airmiles Hotels + Cars Booking # [protected] - Case # 32624

CAUTION: This email originated from outside the organization. Do not click links or open attachments unless you recognize the sender and expect that the content is safe.

Hi,

Please send us the policy which states that no matter how many dates you book, if you don't show up on the first date, your whole booking will be cancelled, and each and every dates will be non refundable. So for example if I had booked a week (7 days), so if we don't show up on the first day, the remaining 6 days will be cancelled and all 6 days are non refundable?

Please give us an answer? — Sent from my Android phone with mail.com Mail. Please excuse my brevity.

On 2022-09-12, 5:27 p.m. PointsAirmiles wrote:

Good day,

We are writing in reference to your refund request for your hotel booked with AIR MILES Hotels + Cars.

We understand that you were requesting a refund of the booking.

A case was opened with our supplier and we worked on your behalf to obtain a refund on this non-refundable booking.

Regrettably, the hotel and the hotel supplier (Expedia) declined the refund and they have been firm on upholding the integrity of their policies.

This was also escalated to our partners at AIR MILES for additional assistance but to no avail.

All bookings with AIR MILES Hotels + Cars are based on an agreement by the Collector and the supplier. This booking is fully non-refundable based on the terms and conditions agreed upon, when the booking was confirmed.

You further signify agreement to these terms and conditions by submission of payment or redemption of miles.

We apologize for the unfortunate outcome; however, AIR MILES Hotels + Cars will not be able to proceed with a refund and has closed your case.

Sincerely,

Mitch / AIR MILES Hotels + Cars Customer Service

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Notice: GBT Travel Services UK Limited (GBT UK) and its authorised sublicensees (including Ovation Travel Group and Egencia) use certain trademarks and service marks of American Express Company or its subsidiaries (American Express) in the 'American Express Global Business Travel' and 'American Express Meetings & Events' brands and in connection with its business for permitted uses only under a limited licence from American Express (Licensed Marks). The Licensed Marks are trademarks or service marks of, and the property of, American Express. GBT UK is a subsidiary of Global Business Travel Group, Inc. (NYSE: GBTG). American Express holds a minority interest in GBTG, which operates as a separate company from American Express.

This email message and all attachments transmitted with it are solely for the use of the intended recipient(s) and may contain confidential and/or privileged information. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying and/or other use of this message or its attachments is strictly prohibited. If you have received this message in error, please notify the sender and delete it immediately. Unintended transmission shall not constitute a waiver of the attorney-client or any other privilege.

Avis : GBT Travel Services UK Limited (GBT UK) et ses détenteurs de sous-licence autorisés (notamment Ovation Travel Group et Egencia) utilise certaines marques commerciales et marques de services d’American Express Company ou de ses filiales (American Express) dans les marques « American Express Global Business Travel » et « American Express Meetings & Events » ainsi qu’en lien avec son activité, à des fins autorisées uniquement, sous une licence limitée accordée par American Express (marques sous licence). Les marques sous licence sont des marques commerciales ou des marques de services d’American Express, dont elles sont la propriété. GBT UK est une filiale de Global Business Travel Group, Inc. (NYSE : GBTG). American Express détient une participation minoritaire dans GBTG, qui opère en tant que société distincte d’American Express.

Ce message électronique et toutes les pièces jointes transmises avec celui-ci sont uniquement destinés à l’usage du ou des destinataires visés et peuvent contenir des informations confidentielles et/ou privilégiées. Si le lecteur de ce message n’est pas le destinataire prévu, vous êtes informé par la présente que toute diffusion, distribution, copie et/ou autre utilisation de ce message ou de ses pièces jointes est strictement interdite. Si vous avez reçu ce message par erreur, veuillez en informer l’expéditeur et le supprimer immédiatement. Une transmission involontaire ne constitue pas une renonciation au secret professionnel ou à toute autre prérogative.

I just stood at the garden grove location and came across a cockroach claiming on the wall next to the bed. I could not sleep and reported it and was not given any care at all I was so upset. spending so much money and having dirty roach room my son's birthday was ruined he was finally able to get on wolf tail and it was off. I cannot believe it. I felt I was treated very bad that they could not give any care. Last time

We were put out due to an accusation that our children were playing ding dong ditch while transporting them from one family room to another. Prior to this statement the accusation was due to a noise complaint, once asked which complaint was the cause for removal or can any proof be provided the supervisor “DYLAN” (right hand tattooed) stated, “no, the general manager requested the removal.” Furthermore, when asked for a card or contact information for cooperate, or the “GM” we were told we WILL ONLY be provided this information ONCE WE WERE VACATING THE PREMISES. Again this is Christmas morning at 1am. Our check out time is 10 when requested can we leave at 6am when there is light? Warmer weather? We were told know no after explaining we have 3 infants and 10 children

Reservation #'s [protected] & [protected]-Dec. 11-13 Stay

Horrible experience! We will NEVER be back.

Our family has come to GWL for over 20 years pretty regularly, usually in December or January for a family vacation. My husband and I brought our kids when they were young and now they have kids of their own and we all go together and it was always a wonderful place for a winter getaway. The kids would look forward to all of us going each year. Well, December of 2021 was when our experiences took a turn for the worst. The slides were mostly closed, only opening for 2 hours at a time and the rest would be closed until a later time. This went on the entire time we were staying with you. We were told it was because of staff shortages. The one ride the kids were totally excited about was the Tornado, and that one was closed the entire stay. We were told it was for renovations to the slide. WHY WAS THAT NOT DISCLOSED ON THE WEBSITE WHEN MAKING OUR RESERVATION? We left with a bad taste in our mouth about a vacation resort getaway that was always greatly anticipated each year! When discussing with management, they offered a 1 night complimentary stay for another time.

Fast forward to December 2022... We booked our family getaway again, and looked forward to our trip. I called 2 weeks in advance to make sure all the slides were open and that the Tornado was working as well. We were told that yes they were and only periodic closures were in place.

We arrived and found that that was a LIE! You were lucky if you had the chance to go on one or two slides in a day and that was only if you stayed at the water park "all day long" as they only had one slide open at a time. It was INFURIATING after paying over $500.00 for a suite /condo. You were once again claiming the "staff shortage crap" the same as the previous year. You claim all the waterparks were experiencing the same issues, however, upon calling the other ones we found that that was UNTRUE! ALL OF THEIR SLIDES WERE OPEN!

THEN, a snotty lifeguard yelled at us for splashing in the wave pool (REALLY!) and called security, who came over and bullied my married daughter, who was holding an infant, shoving his body against hers, causing her baby to cry! When the police are brought into the fray, the security guard LIES and says that my daughter pushed him! WOW... LIKE SHE WOULD DO THAT HOLDING HER BABY! WHAT A LIE! Four of my little grandkids are crying as the security guard bullies their mother and then lie to the police saying she was the one that pushed him.

WHAT A DISGRACE THIS PLACE HAS BECOME! WHAT WAS ONCE A TRADITION TO COME WITH FAMILY FOR A FUN GETAWAY, HAS ENDED IN A NIGHTMARE!

(For the record, the only nice people were a lady named Pamela, the GM, and Ryan, I think he was chief of engineering) They tried to tactfully work through the situation and diffuse the situation whereas the other employees were nothing but belligerent and hostile. Jake, the security guard was very kind as well.

Again... WE WILL NEVER BE BACK AND WE WILL ALERT SOCIAL MEDIA OF WHAT A JOKE GWL HAS BECOME!

We arrived at the great Wolfe lodge in mason Ohio, our check in was at 4, once we checked in we hit the pool until 5:44, at dinner and then had to rush home due to my mother in law needing the squad and hospitalized. My four year old did not get to use the “pup pass” we had purchased at all. So when my husband called to ask if we could use it for another date the answer was no. The customer service rep did not care. It’s sad a place like that making hand over fist in money wouldn’t let us book another stay and use this pass. Zero compassion. Not to mention the entire resort was filthy and sticky everywhere.

I paid 350.00 for my kid cabin room. For that price you’d think they could have a properly flushing toilet, and a tub spout that’s connected to the tub. The kids bunk mattresses were hard as a rock. The alarm clock went off at 3:00 am and woke my toddler. The bed sheets had a strong Oder of bleach. We stayed at the grapevine location, checked in Dec. 7 - Dec. 9

Room 6048.

Cynthia Hight

I have been complaining about the price I paid in June. Yes June and none has responded back to me. I was over charged. When I checked in the yound man never told me I had a balance or anything. My friend checked in with me she paid her balance. Now the price that I paid through a third.party was the price for the room because I used a code. But I was charged and extra 500 and something dollars. It shouldn't take this long for someone to contact me and to resolve my issue. I'm upset and you all keep sending me deals and special why would I even consider staying with you all ever again when you can't even address my issue. I have the invoice if you need to see it. I hope this letter gets addressed. I've sent out so many letter and no one has responded and that's not good customer service.