Complaints

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was notified at the last minute that one of the main slides will be shut down. Upon checking in to the property, we learned 2 other slides were shut down. If I was given proper notice I would have scheduled a better time. This was my a celebration for my daughter's bday but it was not a good experience due to the shut down attractions and the extremely long lines due to that. I was also given an outside cabana which I was not notified of. By the time I was able to check in and sit at the cabana, the outside pool closed very shortly. I was left to sit out by myself while having to frequently go inside to locate the kids who were there for my daughter's bday.

  Business response

  03/22/2022

  Good Morning Blazer Family,

   

  Thank you for taking time to reach out about your recent experience at our **********, ** location. First of all we apologize for your disappointment, especially when celebrating your daughter's birthday. We have forwarded your concerns to our Guest Relations Team in ********** and someone will be in touch with you within the next 72 hours. Thank you for your patience, and we look forward to speaking with you.

   

  Howls,

  ********

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I became extremely ill after paying over $430 for a night at the hotel. I pull back the sheets of where I had been sitting and I was sitting in vomit from another individual from before we checked in! I called the hotel and let them know and they would not move my room or accommodate in any way, they would only send new sheets. When I took the sheets up there was blood on the mattress pad and I have been trying and pleading with the hotel to give me my money back and have better safer practices ever since. I have not heard back one word from all my emails, calls and messages!

  Business response

  03/16/2022

  Good Morning Wise Family,

   

  Thank you for reaching out regarding your recent experience at Great Wolf Lodge- ***************. First of all, we would like to apologize for your frustration and disappointment. We take claims of this nature very seriously as guest health and safety is a priority.  We have escalated your case to our Guest Relations Team and someone will be reaching out within the next 72 hours with an update.

   

  Thank you for your patience, and we look forward to speaking with you.

  Howls,

  ********

   

  Customer response

  03/24/2022

  Hello Guest.

   

  In collaboration with disinfection experts from ******* & ****** to establish new standards for cleaning and sanitizing our rooms to ensure a CleanPLUS experience.  After every departure, the room is stripped of all linens and garbage by a House Attendant.  Following that, a Room Attendant enters the room to clean and make the beds using new linens.  Our Room Attendants follow a prescriptive process that works around the room systematically to provide the best cleanliness possible.  Once a Room Attendant completes their room, an inspector enters the room and performs a final inspection to check for any cleanliness or mechanical issues before we release the room to be rented to an incoming guest. 

   

  As we discussed on our call, I am sorry we were unable to address your concerns when you were on property as our team was not made aware until you were checking out.  If we ever have a less than exceptional experience we strive to make it right and provide alternatives.  Immediately following our call on 3/18 your account was fully refunded.

   

  Regards,

   

  General Manager

   

   

  Attachments area

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩