Customer ReviewsforGreat Wolf Lodge

I have never rated a business before but after our awful encounter with the great wolf lodge grapevine TX I had to tell my personal experience. We received an email three days prior to our trip arrival confirming our trip to ** .....We booked TX not MI so i called the customer service to get this cleared up and instead of helping us resolve the situation the agent proceeds to tell me it was my fault the reservation is wrong and refuses to help me, she basically calls me a liar and then tells me we can rebook but we will have to pay more money. I was not going to pay more money for their mistake, so we were forced to cancel our entire trip due to lack of customer support or any help at all from any employee staffed at ***. We now have taken off work and planned this trip for an entire year and had reserved to have out pets stay at our local vet and purchased swim gear for our family for nothing all because they refused to change the reservation to the correct hotel and keep the same rates. I am not sure how they sleep at night knowing they treat customers with such disrespect and zero care on their experience. I certainly will never stay there after this horrible treatment.

TICKS CRAWLING ON THE **** GREAT WOLF LODGE ****************. THERE REACTION YOU LEFT YOUR DOOR OPEN. WHAT ??????. 05-22-24

FIRST TIME HERE AND FROM THE MOMENT WE GET TO FRON DESK ON SUNDAY JAN 28TH DANIELLE PROVIDED THE BESK WELCOME AND RECCOMENDED THE FAMILY PACAGE AND WITH OUR FAMILY THIS WAS A GREAT DEAL AND WAS VERY WORTH IT FOR WHAT OUR FAMILY WOULD LIKE TO DO!!! MY 7 YEAR OLD WENT MISSING (so I thought but he was just having fun on the slides with his siblings) SECURITY WAS AMAZING WITH THE WHOLE ORDEAL OF THE MISSING EPISODE THAT LASTED OVER AN HOUR!!! NOW IF YOU WANT TO SEE SOME OF THE MOST CARING PEOPLE IN THE WHOLE PARK JUST GO TO THE ROPE COURSE!!! I WATCHED WHILE WAITING ONLINE HOW ALLIE (I think that's spelling) SUITED UP THE YOUNGER KIDS FOR THE COURSE. SHE BENT DOWN TO BE ON THERE LEVEL AND LOOKED THEM IN THE EYES AND WHILE SUITING THEM UP WITH NOT JUST THERE ROPE COURSE GEAR, SHE ALSO SUITED THEM UP WITH CONFIDENTS (not just for the course but it felt like for life!!!). I HAVE A FEAR OF HIEGHTS WITH A REAL PHOBIA, AND WHEN IT WAS MY TURN SHE SUITED ME UP AND WHEN I GOT UP THERE I WAS SO SCARED BUT SHE ASSURED ME HER FRIEND KATIE (another member of the pack)WOULD BE UP THERE WITH ME EVERY STEP OF THE WAY AND BOY WAS SHE RIGHT! BY THE TIME I FINISHED THE COURSE I FELT LIKE I WAS THE KING OF THE WORLD AND GOT A NEW LEASE ON LIFE TO FACE WHATEVER CHALENGE COME MY WAY!!! MY KIDS WATCHED FROM THE GROUND LEVEL WITH AMAZEMENT AS I CONQUERED MY FEAR (at one point while up there I screamed "I AM FEARLESS") AND I REALLY MEANT IT!!! ONE THING THAT MUST BE MENTIONED IS THAT ALL OF THIS HAPPENED ON DAY 1 OF CHECK IN!!!! YES ONLY DAY ONE!!! CAN YOU BELIEVE THAT YOU CAN USE THE PARK ON DAY OF CHECK IN EVEN BEFORE YOUR ROOM IS READY!!! HOW COOL IS THAT!!! THIS WILL FOR SURE BE A TRIP THAT MY WOLF PACK WILL NEVER FORGET!!! ALL OF THE PEOPLE MENTIONED ABOVE DESERVE RAISES AND PRAISES NOT JUST FROM THERE SUPERVISORS BUT FROM UPPER MANAGEMENT LIKE EVEN THE HEAD CEO!!!! WE DONT HAVE MUCH MONEY AND THE TRIP WAS EXPENSIVE SO FAR BUT IT WAS SO WELL WORTH IT!!!!! TO THE GREAT WOLF PACK, HOWLS!!!

My son was injured getting onto a ride and the employees at the waterpark were no help. After everything was said and done we were supposed to get a call from someone from corporate and they called a few minutes earlier while I was in a dr appointment with my son. They left a message without a phone number to call back. I emailed back asking for a number for me to call back or for a call back and never got one but jerked around in emails like thank you for your feedback. I would never go back again and now my son has a scar on his face in his eye brow. Buyer beware.

This was by far the worse rip off yet 777$ for one night and never once was told about construction until driving there through a text message place is a construction site had to wait 25 mins to find a parking spot the place was over packed only 2 elevators 1 hour wait for a cup of coffee 1 hour 15 min wait for breakfast the dinner buffet was like schoolhouse frozen food the stairs going into the kids play area from the wave pool area were rusted and destroyed when I asked where I can talk to someone about the experience I was told to go over the website and fill out the survey contacted customer support and they still haven't responded never felt so ripped off the room was nice and decent size but besides that nothing was worth that price for one night was even told I couldn't check in till 1 then got a text saying I can check in at 10 makes no sense

Just got off the phone with customer service for Great wolf. Yesterday 3/2/23 they admitted to having website issues and I was told they would honor the sale advertised yesterday due to the inconvenience and at no fault of my own. Then, we go to book and he tells me it will be over 1K for two night. Ummm, excuse me but yesterday (and I have proof) for the dates I chose and with the sale, the grand total was $292! I was basically told, oh well. This is just poor customer service and I don’t appreciate being lied to at the beginning of the conversation. I have screenshots of the total for the SAME EXACT DATES and he tried to charge me well over 1K. What a horrible experience and such bad business on their part.

We have came to the Sndusky great wolf lodge for the last 2 years and will not return. We had a terrible experience at the build a bear. The person working was very rude to my kids and was acting like a drill instructor. My husband got so mad he had to walk out. The kids were so excited, and so were we to watch them make their bear and the experience was ruined after we bought 3 stuffed animals. The next issue is we paid to upgrade the room to the wolf den suite. The photos online were SO different. Definitely not as cool as it was pictured. The rooms were run down and dirty. Raggity carpets and furniture. The elevators are a joke. Malfunctioning the whole time we were there, so we ended up carrying our infant and walking down many flights of stairs with our other 3 children. The arcade is a rip off. We played the bowling game which was supposed to be 25 bucks or so for the family and got charged 35. We had a terrible experience and will not be returning.

When we came last year, I noticed how filthy the carpets in the rooms are. This time, the bathrooms were also very dirty. For not being that old of a property, the rooms need a lot of TLC already. When I went to shower on Monday morning, the water would not get hot and the pipes were banging and rattling really loudly, which was odd. It is also worth noting that the rooms used to have their own microwaves, which is no longer the case. It appears the microwaves are communal now and are in the vending/ice machine area. The dinner buffet was closed the entire stay. Grizzly Jack’s outside window also appeared to be closed. Food options were therefore limited and the line and wait for food at Bucket’s was extremely long. Mobile ordering was shut down, I’m assuming because of the volume they were already receiving via walk up orders. We ended up eating pizza two days in a row and venturing outside the resort for food last night. Monday afternoon, we were having our lunch in the room and my eye caught a glimpse of someone in the window outside. I looked out and sure enough, there was man on crane cleaning windows. The crane was left in front of our window all night. Around 3:45am… yes, AM, I was woken up by the sound of beeping. I looked outside, and there was there was active construction going on at 4am! The beeping was coming from the trucks being used to clean the windows and there would loud booms from the workers moving/loading large pieces of wood. For what reason, I have no idea. Especially at 3-4am, which is ironic considering we were reminded that quiet hours are until 7am. I guess that rule doesn’t apply to Great Wolf Lodge.

Booked for 16 people. Found out too late that the outdoor pool and activities are closed for the rest of the year due to refurbishing. I cannot change or cancel because I have family coming from out of the country. I called great wolf to see if they were offering any discount or refund since half the experience was unavailable. They simply said no. Also the balconies on the rooms are not accessible either. I will not go to great wolf again. There are alot of other water parks. Great Wolf was deceiving by not stating from the beginning you will pay the same price for 1/2 the attractions. So sorry but this will be our last visit ever to Great Wolf!

I celebrated my daughter's 13th birthday here and checked out today after being charged two times for my room should have been my first red flag I gave them the benefit of the doubt online errors happen I will get the money back in 7 to 10 buisness days than goodness I have that money in my account to do so! The rate was also wrong I was supposed to get 20% off my stay since I'm a member at the lodge when I checked out it didn't reflect on the price that had to be fixed as well the women I spoke to on the phone about the extra charge assured me something can be added for my daughter's 13th birthday she left a note in my account she also advised me to download the ap to endure its done.when checking in I was told there is nothing they could do for her birthday ( they need to be booked 24hours in advanced ) after being upset and me paying extra and having the Banner put on her door at the end of our stay it was done... all this was whatever . ...... this is my largest issue a belligerent drunk women in the arcade shop around 830pm was screaming and cussing at her probably 6 or 7 year old sweet daughter calling her every swear name in the book physically grabbing her telling everyone she wanted to sign over her parental rights and spilling alcohol the young girl was hysterical snot and tears crying having a panic attack crying so hard the mother was out of damn control the staff did NOTHING at all my young children witnessed this my 3 year old was scared I am the type that wanted to protect this child ... it was aweful. I never in my entire adult life seen this type of abuse in public towards a child and around other small children the staff 3 people stood there didn't call security nothing!!!!! O asked if they were going to call front desk or anything they assured me they would.. I see the lady the next day walking around with the kids the kids look misrible and when I went to check out I wanted to report her so they could contact authorities or watch camera