Great Wolf Lodge review: Refund/no stay/service not rendered/ no communication/lack of customer service

Friday Jan 12- Sunday Jan 14. My reservation number is [protected] with a total of $1,131.22 a deposit of $283.92 was withdrawn from my account on Jan 10 and the remaining balance of $847.30 was charged upon checkin. I arrived with my three sons and checked in a few minutes after 8pm on Friday Jan 12. I went to the room to drop our bags and then we went to explore the lodge and get a bite to eat. We returned to our room 2084 around 10:30pm. At approximately, 10:40pm I heard a loud noise hitting the balcony glass door. My kids got scared so I went to check out the noise. As I opened the balcony door and said hello, I seen a caucasian man on the ground floor with ice in his hand. I pushed my son back as he was trying to see what transpired and not get hurt. The gentleman launched multiple ice towards me while yelling “get the [censored] outta here, you [censored]er. One of the ice cut my pointer finger that’s how sharp the ice was. I throw a balcony chair downstairs to stop the commotion and went back into my room. My son called the police to report the attack.

At that time, I called the front desk to report the attack that I just endured. I went down to the front desk a few minutes later to see what action will be done and to wait for the police to arrive. The police arrived at approximately 11:00pm. The gentleman who attacked me apologized and stated he was in the wrong and he will leave immediately. He packed his items and left. The security, customer service agent and also the police remained in a huddle as I waited to hear the outcome. The security guard Anthony informed me around 11:30pm that due to hotel policy and I threw the chair to stop the attack I would have to leave the resort. I informed him I just got here like 2 hours ago. He went to the front desk and spoke to an agent came back and informed me that I will get a full refund and apologized for the inconvenience. I then went to the front desk and asked for my check out papers to ensure I don’t get charged for my involuntary departure after getting attacked. The front desk manager assured me that I would not get charged I will get a full refund and they could not generate checkout paper as they will do a reversal on the checkin and it appears that I never checked in so i can get the full refund. I returned to my room with Anthony security escort and my 3 kids and packed up everything and left there in the middle of the night raining on the dangerous dark roads in the Poconos. Cameras can show I complied with the hotel request and left the hotel and did not stay the night which I was wrongfully charged for.

On Saturday Jan 13, received an email a little after 11am saying thank you for your stay I will be charged $538.28 (I have attached for reference) and a checkout on Saturday at 11am after I was told to leave the night before. I called great wolf immediately and spoke to an agent which I did not get her name but she indicated she was there when the incident occurred. She said she seen that I was charged for a full night and also the add on packages weren’t even used and I wasn’t supposed to get charged. She stated she couldn’t reverse the transaction and only the security manager Anthony Castaldo is authorized to make this change. She then put me on hold for over 15 minutes and then came back and stated Anthony is not available but she will have him give me a call later on that day. I called back again at 3pm and spoke to front desk agent Laura all I did was give her the reservation number and she put me on hold for 7 minutes to speak to a manager. Anthony the security guard answered the phone I asked are you the manager he said no I’m a regular security guard. I then stated Laura said she was transferring me to a manger. I asked to speak back to Laura and he said no I will transfer you to a manager please hold. He put me on hold for another 16 minutes. Maddie guest service manager answered the phone. Maddie said that there are two Anthony’s and apologize for being transferred to the incorrect one. Maddie stated and reassured me Anthony manager will call me tomorrow Sunday Jan 14 in regard to getting my full refund and acknowledged I was charged for 1 full night even though I was there for approximately 2 hours of stay. Maddie stated Anthony is the only one that can process full refund in the entire resort. I explained to Maddie I requested checkout documents to reflect what I was being told and they refused saying that they will take care of it and I will not be charged and I have nothing to worry about.

Sunday Jan 14, I waited for a phone call and did not receive one from manager Anthony. At 1:45pm I called front desk and Diana answered the phone. I was on hold for 19 minutes then was transferred to his voicemail. I left a voicemail and did not receive a call from manager Anthony on Sunday.

Monday Jan 15, I called at 11am Diana answered the phone and stated Anthony said he called yesterday. I stated we did not receive a missed call and asked her for the time of call which she could not provide. She stated he will call again today. I recieved a missed call from lodge at approximately 2:40pm and a voicemail from Anthony. I called back immediately at 2:44pm but got his voicemail. I left my wife’s phone number on his voicemail aswell so he can contact her just in case he does not get me as this is a very important matter. My wife Avril also called in and left her number numerous times of his voicemail to call which she never received a call. I did not get a call back that day as well that day from Anthony.

I called the customer service line and I explained my issue. They apologized for my inconvenience and gave me this email address to make a formal complaint and also someone can help me get my refund.

Tuesday Jan 16. My wife and I called 3x to no avail (just leaving voicemails).

Wednesday Jan 17. I received another email with a break down charges totaling $538.28 and a refund of -$592.94. This is still not correct and Great wolf is stealing my money of $538.28. I called again at the front desk and spoke to Michael who was the most helpful agent since I’ve been calling. He apologized and made notes on the account and opened at case to guest services and said someone will call me within 24-48hrs to resolve this and I DO NOT have to ONLY speak to security manager Anthony Castaldo. The case number he gave me is [protected]. I also updated my number on file to [protected] to be contacted for all and any issues in this matter. I asked why hasn’t no one else opened a case since I have been calling everyday with no resolution. He said he doesn’t know but he opened the case to resolve this issue.

I am trying to resolve this at the lowest level after seeking legal advice. The service was not rendered and a business cannot lawfully charge someone and alter their reservations just to make money. I have all my documents to support my refund. I do not believe this is the way to treat customer especially ones that was attacked and injured at your hotel.

I sent the email to guest relations only for them to send an automated message from two different stating someone will get back to me and NO ONE DID to this day Jan 29,2024

Good afternoon,

We thank you for reaching out to Great Wolf Resort and we're truly sorry to hear you had this experience during your stay with us. We greatly appreciate you bringing this to our attention, as our aim is to always provide the highest quality customer service and guest experience, and your feedback is an invaluable part of that process. In an effort to rectify this situation, we have forwarded this information to our guest relations team at the lodge for additional assistance. Someone will be contacting you regarding this. Thank you for your patience in this matter.

Regards,

Britany

Britany Gentle

Guest Communications | Great Wolf Resorts

Good morning, Avril.

Thank you for reaching out to the Great Wolf Lodge. We're sorry to hear you had this experience while staying with us. We greatly appreciate you bringing this to our attention, as our aim is to always provide the highest quality customer service and guest experience, and your feedback is an invaluable part of that process. In order to address the situation, we've escalated the matter to our management team at the lodge in Pocono Mountains, PA. Someone will be contacting you regarding this soon. We appreciate your patience in this matter.

Warm Regards,

Teoni

Teoni Harris

Guest Communications | Great Wolf Resorts

No one has contacted me.