Great Wolf Lodge

This is my very first time with Great Wolf Lodge, I was so excited to get my 20 months old daughter there.

I explained to the customer service that this is my first time here so if she can fill me in With any unusual things, she said everything is as any other hotels.

Went to my room with 2 kids and my wife, the room was barley been cleaned, we had to clean the drawers using baby wipes, the bathroom had (pubic heir) all around the bathroom and floor behind the door, we cleaned everything ourselves, next day went to the pool all day, our room never been cleaned sheets never been changed the garbage never been taken out, it was a disaster, we are back from the pool 2 kids so feeling cold and tired, couldn’t even give them a shower because we don’t even have clean towels, went to the customer service downstairs, said sorry but we don’t clean the rooms unless you request for it, after 10 minutes of talking to managers she was able to say 20 minutes and someone will be there to clean your room, we are sitting in the balcony waiting with the kids for 30 minutes no one showed up, had to go down to the pool area to get clean towels and give the kids a shower, went down to ask about cleaning the room! Everyone said ph we don’t clean rooms here! After explaining all above to the lady in the customer service, she said local area supervisor will come and talk to you! After about 40 minutes the guy came out and said “this is our policy”.

not even a sorry for the inconvenience,

His name was “Mark”and offer me a clean set of towels! smh 🤦🏽‍♂️

Thank you Great Wolf Lodge for the “great”experience

On 12/13/19 Friday our family stayed at the Great Wolf Lodge in Sandusky Ohio.
We checked in and paid for the room in full for a 2-night stay.
We left our room on Saturday 12/14/19 at 10:00am for the day, when we returned to the room we discovered that the room had not be attended to and was not cleaned by housekeeping.
The room was left uncleaned; dirty towels on the floor, garabage not emptied, no refresh on toletries.
We contacting the front desk and management about the problem but could not adequately resolve the issue.
We have been attempting to contact the hotel General Manager: Alana Ostrowsky since Saturday 12/14/19, but still have not received a call back from her regarding this issue.

On 10/11/19 my husband and I went for a night stay with our two year old son. We were having a wonderful time until our child wondered off in the arcade area. It was not even 15 seconds before my husband realized that our son was not standing next to us. We immediately went to the gentleman that was working at the prize stand. We admit, we were frantic. He radioed someone else. A woman came up and at this point my husband and I ran around the whole arcade and outside the arcade. Our child was no where to be found. My husband being a manager himself looked up and noticed there was a camera and asked for the footage to be pulled. The woman was using her radio and was having words with others around the lodge. She assured me people were out looking. She said they could not pull footage, only a manager that was not available could. The woman said we should go to the front desk. I walked with her (there was no urgency or no talking me through what there protocol was or what has been done). I understand that there are children running around everywhere so this might be very common. BUT I was pretty upset since my child doesn't talk and is only 21 months old-he barely knows his name. It felt like someone immediately snatched him up with how little amount of time passed. I went up the the front desk and the woman at the desk asked the other woman if they called a code p? She said yes. We stood around for another 3 minutes and still no word on the radio or my child. I backed into the corner about to have an anxiety attack- as I did this the front desk lady continued to ask me questions about my son. brown hair, brown eyes, blue shirt, orange shirt, black shoes... as they are both asking me these questions... I hear my son crying... Any mother knows the sounds of her child's cry, especially when your child is lost. I turned to the ladies and said " MY SON IS BEHIND THIS DOOR!" "OPEN THIS DOOR NOW" out come 3 employees with my son and hes crying. "We were coloring with him" UMMM WHAT? Why did nobody radio the woman I was with since the second I lost him? One of the employees walked out and said "he was standing outside the arcade on the steps" My issue here is that I searched that spot not even 60 seconds before the woman took my son away from the area he was last seen. There was also no urgency or communication between employees. He's two, I understand that children roam...but when a parent comes up to someone and says that their BABY is lost...that should have been an immediate red flag and protocol they needed to follow. I thought someone stole my son with how fast the employee took my child up a flight of stairs/elevator to the front desk and took him into the back on the lodge then didn't radio that he was found? I literally had to pound on the door. Thank god I was standing there to hear his cry. It was all VERY unsettling. We as parents are traumatized. We were about to call the police.

[protected]@gmail.com

My travel rewards agent made the reservations for a 2-night stay at this hotel. since I am being rewarded for the stay, I was told by my travel reward agent that I will not pay for the stay with the understanding that I will pay for any incidentals.

I was booked for August 27 and 29, 2009. This hotel charged $172.78 to my visa without my knowledge and authorization. The travel rewards agent made the booking in my name and they committed to pay for it.

So why this hotel charged my credit card with out my authorization is beyond me.