Customer ReviewsforGreat Wolf Lodge

I have been charged double for my stay at the gurnee great wolf lodge location. I have spent approximately 20 hours on hold and talking to customer service. No resolution has been communicated, no one can give me any answers. I cannot get a hold of the front desk in ****** **, no one from finance will return my call (I have left multiple messages for finance and sales). The Customer Service reps cannot take care of this issue and keep sending me in circles. Case # ******** Case # ******** Stay: 8/17-8/18 Timeline: Sent a check for deposit on 5/8 This is a girl scout troop outing, therefore the check came from our girl scout bank account. 8/17 - When we go to check-in, the check is "lost,", the front desk knows nothing about where the check is, no supervisor available to discuss. I put my credit card down as a deposit, I am assured the check will not be cashed. 8/18 - I paid for all charges with a credit card (see attached). Since this is my girl scout troop, I am reimbursed for the charges from the girl scout bank account. 10/11 - check cashed by great wolf lodge, even though we had already paid for the entire stay (see attached). Our girl scout bank account is now overdrafted, causing additional charges - I expect you will be covering these? I have been calling for 2 weeks to rectify, I have been sent in circles and no one will respond.

Good evening,I would like to inform you that the complaint has been forwarded to the relevant department. They have already issued a refund to the guest, and the matter has been resolved. Thank you.

We booked a room for two nights, Sunday to Tuesday. We were looking at the cabana add ons on the app, and they were advertised at $150 so I booked. I then received a confirmation email telling me I have a cabana balance of $325. Amongst the other nickel and diming of this place (paying for parking in the middle of nowhere?) this was scammy and Im not likely to book at any GWL ever again. It took 30 min of waiting on the phone to cancel - not a huge deal but they could have made the option to cancel in the app or website. Sure could upgrade my reservation in the app, but unable to cancel. Ridiculous.

On 10/21/2024, we reached out to the guest by email to request additional information necessary for our investigation. Unfortunately, we did not receive a response. Subsequently, on 10/25/2024, we attempted to contact the guest by phone. However, we were unable to get an answer and therefore left a voicemail requesting them to contact us with the required information. Given our inability to connect with the guest, we moved to send them an additional email, explaining that the case would be closed. We prominently stated that if they were in need of any further assistance, they need only reach out to us and we would be more than happy to help.

A lot of hidden fees that I had no knowledge of prior to my stay, was promised a refund for one of those fees called an incidental fee that charges $100 a night. I didn’t not use that fee the 4 nights I stayed so I should of got $400 back it is now 3 weeks later still have not received refund have not herd back from team members when they say they will call back in a certain time frame I have called 24 hours ago was promised a manager would call me back never got a call so I called again today was told the same thing and that it would be 24 hours and they didn’t have my information told them they did because I stayed at the hotel and I called and gave my information yesterday hence how I know that a manager was promised to call me back. I have been super calm the past 3 weeks about not getting my refund and I have waiting coming up on a month and it’s getting to be to long with no answers for my $400 they also charged me $15 for beach towels the day we left and we never entered the water park that day so I asked for a refund of $15 as well

Hello, *****. We're sorry to hear you had this experience. Can you please email us at ******************************************* with your lodge location and confirmation number, so we can help? Thanks so much for letting us know.

Our trip waste terrible from start to finish. When we arrived we went to check in at front desk and they tried to give me my sister's booked room . And acted like I was wrong . I showed them my email when I booked and they finally listened .. than they tried to over charge me . Thankfully I check my account faithfully and noticed went to front desk to only be told it was my bank when I called my bank they said no .. it's not there fault I go back to front desk and talk to another person she apologized and said it was there fault and they credited it back . Also I had over 70$ worth of food debited from my account .. so once again I had to go to front desk . They resolved the issue thankfully . My kids are 16 16 and 9 . They were told they needed a adult so during all this time at desk they had to wait in room no fun time at all .After spending 4 to 5 hrs at front desk for a 1night stay they told me that they would refund me for magic quest and the food n fun package . They only refunded the magic quest and only 50 of the 350 fun package . When I was told differently . I have reached out to corporate with no replies back from email and no one answer the phone . The kids said the only thing enjoyable was the room due to this . I will not go back to great wolf lodge again until they refund me for the fun package as promised . There birthday trip was ruined over the stress . . If you go do not add any packages and use a prepaid card . I learned my ****** by going here

Good afternoon,Thanks for bringing this to our attention. We have forwarded the guest's concerns to our lodge team, and a member of that team will contact the guest.

I dont even have words for this dingy, dirty place. My ********** went last weekend & came home with lice. Mind you, the rooms have all stained, smelly carpets, hair all Over the bathrooms, slimy shower floors with red slime all over the shower head. This place deserves 0 stars & to be closed down. The lack of cleanliness, lack of customer ********************* is indescribable. I have called 50x. Left endless messages & still no call back. I had to cancel my daughters 4th birthday party, eat the cost of catering, ***************** for my entire family/house hold on top of paying $1200+ at this disgusting place. DO NOT WASTE YOUR MONEY HERE!

Hello, ******. We're sorry to hear you had this experience. Can you please email us at ******************************************* with your lodge location and confirmation number, so we can help? Thanks so much for letting us know.

We visited the resort over the summer. The room was very nasty. In fact we found old socks stuffed in the bed. I have been talking to the manager for almost 6 weeks now who was supposed to mail a voucher for us to return. I am one state away. It would take two days for me to receive mail, this is unacceptable and the hotel is a gross

Hello, ******. We're sorry to hear you had this experience. Can you please email us at ******************************************* with your lodge location and confirmation number, so we can help? Thanks so much for letting us know.

Thank you for sharing this invaluable information. We truly regret to learn about your recent experience with us and we apologize sincerely for any inconvenience caused. Your feedback is integral to our effort to provide superior customer service and an excellent guest experience. In an attempt to rectify this situation, we have forwarded the relevant information to our Management team for their attention. Our team has updated us that they have reached out to you, addressing your concern about a miscommunication pertaining to the issuance of a one-night stay voucher. You were initially promised a voucher in June and followed up with us in August. Kindly accept our apologies for any gaps in communication. We have now ensured you received your voucher on September 8, 2024. It was disappointing to learn that this delay had upset you. However, we are currently relieved to know that you are satisfied now that the voucher has been received.

Pathetic customer service. After being kept up for hours night before, talked with pseudo manager Peter who looked like he'd slept in his uniform shirt and hadn't shaved in weeks. He said that he was not responsible for others behavior! 500/night and not responsible! This is a terrible resort! Don't believe the advertisements.

Our managerial department attempted to resolve the guest's concerns on multiple occasions, however, the guest was rude to multiple employees and threatened the manager on duty. This case is considered closed.

As will most people, they have funds pending that they have yet to refund. Stayed 7/11-7/13, the incidental charge was so he released. I called 7/24 and was given a case number and told it can take 7-10 business for the funds to release. That would have been 7/26. As of today, 7/29, the funds have not been released. I have a case number, called 4 times and they keep transferring with no assistance!

Hello, ******. We're sorry to hear you had this experience. Can you please email us at ******************************************* with your lodge location and confirmation number, so we can help? Thanks so much for letting us know.

After taking my grandchildren to GWL in Wis. Dells since 2008, we just returned after a 4 day visit. First I have an email showing my balance due amount. However, when we arrived I was told that we also (not on the final balance email) had to pay $15 per night, per car(4) to park there!!! Unbelievable!! Charge the one day guests not the people spending thousands to stay there!! It only got worse when I was told I also had to give a security deposit of $100 per night per reservation. I had 2 reservation, a condo and a suite!!! Than the kid (child) at the counter said to swipe my card again because it did not go through!! It went through 3 TIMES!!! No one at the front counter had a clue what they were doing!!!!! They maxed out my credit card with these extra untold charges and put me in a bind for food for my grandkids!!! The place has net been updated and the tables and carpets in the room were disgusting!!!!! I will never take my grandkids thee again!!! 3 nights ended up costing me $5000!! I can rent a house on a beach for a week for that price!! I can see why the place was not crowded!!!! NEVER AGAIN!!!!

Hello, *******. We're sorry to hear you had this experience. Can you please email us at ******************************************* with your lodge location and confirmation number, so we can help? Thanks so much for letting us know.