Great Wolf Lodge

My reservation was only for one night and they have billed me an additional night which i Did not ask for, nor consent nor authorize. Upon check in it wasn't even offered. If I needed two nights i would have booked that. I only found out while laying in my bed because i received a text message about quiet hours. I immediately called and the person I spoke to said unfortunately there is nothing to be done. I kept trying to explain I have the email showing I booked one night and was so confused why this was happening. I even told her to check the room and again she continued to put me on hold and saying there was nothing to do. Due to a no refund policy, but again I didn't book this nor consent.

We specifically came here for the outdoor pool and the area inside that had the basketballs that we enjoyed from a previous bday party. However when we arrived at 9 when the park opened, we were told those areas didn’t open until 11. There was NO ADVERTISEMENT anywhere stating that those areas were closed until that time and when you have a child with special needs it’s difficult to help them understand that. Birthday ruined. Why on earth are there different hours & why isn’t it advertised?! People pay a lot of money to use your park & you have areas closed? Booked 3 days and requested a refund for just one day which was my sons bday and nothing! UNACCEPTABLE! But that wasn’t the only issue, there seemed to be a miscommunication with the call center reservation line and the actual location. I was quoted, and I have proof of the email, stating that the premium seating I was paying for was $99 that day, got to the front desk and receptionist told me no it’s $163. I also had an add on for an additional room and was told by the front desk that there was no availability, so I went on the website and IT HAD AVAILABILTY! ..so I had to book a whole different reservation and was charged EVERYTHING AGAIN because apparently no one could do their job and just add the room to my existing reservation like they offered. WHY OFFER SPECIAL OFFERS IF YOU’RE NOT GOING TO HONOR THEM? The room was great but you do have to request for a microwave and plug in the refrigerator yourself, for a room that’s expensive I don’t see why we have to do that. When we got there we thought the refrigerator wasn’t working but it just wasn’t plugged in. There was so much confusion in my booking and I couldn’t get a good answer from anyone except from Fernando. I was charged so many unnecessary charges that I wouldn’t mind paying for if they were legit but it wasn’t. Do not recommend. If your child is autistic or sensitive to noise, make sure you confirm the open times first because it posted NOWHERE!

We specifically came here for the outdoor pool and the area inside that had the basketballs that we enjoyed from a previous bday party. However when we arrived at 9 when the park opened, we were told those areas didn’t open until 11. There was no advertisement anywhere stating that those areas were closed until that time and when you have a child with special needs it’s difficult to help them understand that. Birthday ruined. But that wasn’t the only issue, there seemed to be a miscommunication with the call center reservation line and the actual location. I was quoted, and I have proof of the email, stating that the premium seating I was paying for was $99 that day, got to the front desk and receptionist told me no it’s $163. I also had an add on for an additional room and was told by the front desk that there was no availability, so I went on the website and it had availabilty!.. So I had to book a whole different reservation and was charged everything again because apparently no one could do their job and just add the room to my existing reservation like they offered. Why offer special offers if you’re not going to honor them? The room was great but you do have to request for a microwave and plug in the refrigerator yourself, for a room that’s expensive I don’t see why we have to do that. When we got there we thought the refrigerator wasn’t working but it just wasn’t plugged in. There was so much confusion in my booking and I couldn’t get a good answer from anyone except from fernando. I was charged so many unnecessary charges that I wouldn’t mind paying for if they were legit but it wasn’t. Do not recommend. If your child is autistic or sensitive to noise, make sure you confirm the open times first because it posted nowhere!

My name is Mario Sosa I am very disappointed about how customers get threated from front desk to hotel manager to guest relations. I booked a stay on 9/21 to 9/22/19 thinking my family and I will have a good time and we will have a good time and rest enjoy a relaxing time at hotel. So we get there at 4:30 close to 5pm to check in. Hotel front desk they take their sweet time to check people in than I was next the front desk person they gave me my food vouchers a pool wrist band and they told me that I needed to use my food vouchers bright away so my wife and I rushed to take both of my kids to the pool area because we were told by front desk that we we needed to use the food vouchers before the end of that day. So than we rushed to get the kids food and we tried to use vouchers at the pizza restaurant and they told us the vouchers weren't good to use that they need to be used by 5pm and it was to late than we had to go Hey back to front desk they were taking their time to help everyone and I spent my whole time dealing with the food vouchers and than taking my kids to eat because they were very hungry and when we saw the time the pool area was closed. We had asked to speak to a manager they told us we were going to get a call from hotel manager wish never happen. Than we went up to the room trying to relax and sleep and there was a lot of noise outside the room kids running back and fourth and pushing elevator buttons wasn't able to sleep my wife wanted to leave same night because a lot of noise but we couldn't leave due to kids had fallen asleep already. In the morning I sent a text to make a complaint and asked for a complete refund and asked for hotel manager and never received a call until very late. I spoke to hotel manager Mamés jessie Dellaire he has the poor customer service and he has a power trip problem that he thinks he could talk to people the way he wants and all he cares is making money for hotel and not was good for the customer I payed 750 dollars and asked for complete refund and he only offer me a two pair of tickets to come back for water park and get 50% off on next stay I told him that why should I pay again to stay that I needed a complete refund and he persisted that he needed to do was best for the company in making money and he made a bad and uncomfortable and un profesional remark that why I stayed if that hotel was very expensive to stay and if I couldn't afford paying affirm the money I finance to pay for hotel. Than I spoke to someone in guest relations they gave the side to manager and instead of hearing me as a customer I made a complaint with affirm and also better business bureau as well. Than I tried to give hotel a second chance and now hotel manager said he didn't offer me what I wrote earlier two pair of water park tickets and a 50% of next stay and since I called him a liar and for not keeping his word of him now only wanted to give me one thing he threatened me that he will band me from hotel to come back like if I was a criminal I feel he is very racist against Hispanics and people that are poor. I need help on this situation I asked to speak to ceo he has denied to give me the info of owner of hotel.

Everything was amazing till I got into the room, noticed the floor was not vacuumed no problem right then I go into the bathroom and notice the floors were not cleaned. I didn't want to upset the family and start the trip off on a bad note after spending so much money on my daughter 8th birthday. Me being a firefighter EMT I carry everything in my car so I walked Down got Lysol wipes and cleaned the urinated stained floor and toilet. When I walked out I noticed a room service attender I believe her name was Rosa, I asked her for extra towels sewing the bathroom was not clean and I had to use our towels. Her replay was no it was cleaned, I decided to not start any issues I placed are towels on the floor took pictures and left it at that. But after getting home and thinking about how disturbing the room was and how rude the house keeper was this needs to be brought up to management. I would like to be contacted about the issues I listed above thank you for your time.

Told I had to wait at least 10 mins for the pool bar bartender as no one else could serve me - 6pm. Went to the buffet bar and asked for a beer the bar tender walked away. I'm not a mind reader, I have bad eyesight and the beer taps do not look familiar to me. What about, "no worries bud, you might want to check out our options here". Terrible service at 2 bars in 10 minutes. We will definitely be telling our friends and not coming back.