Great Wolf Lodge
Reviews and Complaints
THE worst experience of my life!
Lice infestation in Gurnee IL
BEWARE Kid Safety
Preferred solution: Full refund
Horrific
- Disorganized staff
I was very disappointed
- Resort staff
- Water park
- Pool
- Customer service
Preferred solution: Let the company propose a solution
Questions
PARENTS BEWARE!!!
As a ER Registered Nurse, I should have known better! This place is very crowded with kids, the slides and water/pool/play areas are great. BUT, by 10:30 am they closed the lazy river because a child had vomited in it. I didn’t think too much of it (my mistake, it should have been a red flag). I just assumed it was probably a child who had just eaten breakfast and went on one too many slides or playing too hard. Within 30 minutes to an hour they opened the river up again to guests. A few hours later they closed the little toddler pool/splash pad/slide area because ANOTHER child vomited in it. Again, within 30 minutes to an hour, it was open again. I was a little concerned and the wheels started to turn in my brain but my 3 year old was having so much fun, so I let it go. By 6 pm a THIRD child vomited, this time in the pool we were in, the basketball & lilypad pool. By this time I was on full high alert! This is NOT GOOD! I took my daughter straight up to the room to scrub her down from whatever germs were floating around in these pools.
After her bath, I went to get in the shower to wash everything off me and the water pressure was really low. Of course, right after I shampooed my hair and it’s full of suds, the water pressure goes to pretty much non existent, just a little trickle! So now I have to jump out of the shower, full of soap, and wait for maintenance to try to come and fix it. He gets the pressure back back up slightly, enough to sort of get the soap out, but he tells me that this will probably happen again because when there’s a lot of people in the hotel, this happens. (Great! Maybe you should figure out a solution if this is a common problem)
Then, things got even WORSE! My daughter didn’t want anything to eat for dinner and went to bed at 7:30 pm, which is RARE!!! She woke up around 6am, wanted some milk and went right back to sleep. (Again, unusual) while she was sleeping we wanted to surprise her with a donut from downstairs, but when she woke up again around 8 am she didn’t want to eat anything. She quickly went right back to sleep. At this point I knew something was wrong. She was back up at 9 and immediately started vomiting violently. (I mean, full on projectile vomiting and explosive diarrhea)
The Nurse in me knew right away this was some kind of norovirus. All the symptoms match and with 3 kids vomiting in the pool yesterday, all of which we were swimming in, there’s no doubt in my mind.
I tried to call down to the front desk to alert them of the situation, who know how many kids will be affected or already are infected. The phone rang for 30 minutes with no answer so I gave up. I tried calling housekeeping to tell them we need some new towels and a big bag to put the soiled towels & bedding that had vomit and *** all over them, AGAIN, no answer! So I bundled everything up and placed them in the hallway by the door because the smell was making her even more sick. By this time I was pretty ticked off. I went straight down to the front desk, waited in line, and asked to speak with a manger. That took another 15-20 minutes. When I explained the situation to the manager, his major concern was that the towels and bedding were in the hallway!!!!! In regards to the contaminated pools, he explained that they follow OSHA regulations and that he will send housekeeping up to get the dirty laundry as well as have someone come up to file a report.
Now, I’m FUMING! I get back to the room and my daughter is still vomiting and is now in the tub with my mom trying to calm her down and clean her up. By now I am packing us up because we are getting her out of there immediately! As I’m packing someone comes to the door and asks what the issue is. I explained that as an RN, the fact that there were 3 individual cases of children vomiting in 3 different pools, which opened back up in 30 minutes, should be a major red flag that this is a health hazard to all guests in the water park.
The norovirus is extremely contagious. The CDC federal government regulations state that vomiting in a pool should be handled just as if non solid fecal matter was in the pool. The regulations state that the pool should be hyperchlorinated for AT LEAST 8.5 hours, backcharge all filtered water and dispose of the water completely. Under NO CONDITIONS should the water be backwashed through the filter and the filter should be disposed of. This OBVIOUSLY was not done. They opened everything back up within 30-60 minutes and who knows if the water circulated through the entire water park?!?
The man taking the incident report expressed his “sincere apology” and asked if we would like any medication. First off, she’s 3. The only safe thing she could have is children’s Tylenol or IV fluids. Second of all, the norovirus isn’t treatable, you just have to increase fluids so you don’t get dehydrated and wait it out. After declining the medicine offer he then explained that the number of vomiting/diarrhea incidents within the park have been increasing lately, as well as in the summer time when it’s really warm, and that they were planning on having someone come in to review the food handling. Ok, this is a bad sign. Your worried about the food too?!? Plus you have an overcrowded water park with an increasing number of gastrointestinal illnesses in a hot and humid environment?!? When I expressed this, his response was “Well, we do have some small signs on the side walls of the entrance warning guests of the risks." His offer then was to give us complimentary day passes to make up for our situation! HAHAHA are you kidding me?!? You think that I would let my child BACK into that environment?!? Not a chance. Needless to say, we packed everything up right then and there and left.
I’m now sitting in bed with my poor 3 year who can’t even tolerate liquid or water without vomiting into a huge bucket we have next to us. The worst part is, it’s only a short matter of time until I will start getting the symptoms because I was in the water with her the whole time.
Talk about a *** experience! Save yourself, literally, from this germ infested playground! #neveragain
- Disgusting conditions
Preferred solution: Let the company propose a solution
Cannot contact security for a follow up 9
- Resort staff
- Good over all
Preferred solution: Let the company propose a solution
Rip me off
July 28 was my girl BD so we decided to go GWL with 6 kids n 3 adults so we booked the cottage room but we found out 1 of the washroom lock can’t lock so we call them to tell them that we want another cottage they said it’s all full so they changed to the kids cabin n a grand suite for us they say they gonna work out the price for us so I believe them after my stay when the bills come home I freak out we booked the cottage 1night stay for 1100 in change but in the bills it say 1600. kids cabin 460 the rest is the grand suite price so I call them n ask what’s going on they say that’s the right price for the kids cabin n grand suite they told me they gonna work out the price for me that night it will b the same but nobody call me to let me know that until I saw my bill so I spoke to the manager today he say he will give me 25% off the next stay lol do u guys really think I’m gonna go back again I fell like I got rip off I’m very *** I don’t think I will never ever go back GWL by the way don’t rent the cottage is suck because is not connected to the hotel is very inconvenient for the kids to walk to the pool n back
Complaint
- Water park
- I hated the lying and the deceit
- Rude employees
Preferred solution: Call please
Disappointing
I visit great Wolf Lodge on May 27, 2019 to my surprise I was disappointed At check-in just starting with the long line and the attitude once I finally got up to the front desk the member who assisted m at check-in just starting with the long line and the attitude once I finally got up to the front desk Not to mention this was my third time there which is why I was so disappointed I brought my two kids who has previously been there before but I brought two other kids who had never visit once I was done with my checking and I was told they didn’t have the wolf ears all of the kids were so disappointed especially the two that hadn’t been there before do you know that’s part of the whole experience to run around the whole tale with the wolf ears when we got to our room all the beds was cleaning the counters is clean I noticed that the floor was not vacuum I tried to call. The front desk to have someone come up but I was on hold for at least 30 to 45 minutes and no one never picked up the phone the kids were so excited to get downstairs so I just proceeded to take them downstairs and noticed a housekeeper in the hall and asked if I could use the vacuum cleaner can vacuum the floor myself So we did make it down to the water area and I’m not sure if you guys have All new employees for this upcoming summer More than one. Rude employee They just wasn’t as pleasant as My previous two visits just for one example I was walking from the hotel to the waterpark and my daughter spilled something I stopped to ask one of the bartenders that you guys have in the walk-in area for napkin she first ignored me as if she didn’t hear me and when I asked again she rolled her eyes and gave me one napkin although she was able to see the big mess that my daughter made Not to mention the bathrooms by the pool reeked of urine and I understand that there were a lot of people there I was there on a holiday but I just thought you guys had enough staff to keep the place up
Head Lice
- Water park
- Disgusting conditions
Preferred solution: Full refund
Lack of Training& Security
Preferred solution: Let the company propose a solution
Mason ohio.. new management GREED management passes the blame... so disappointed
UPDATE: insight as to why this place has fallen so much in such a short time... MANAGEMENT... new general manager (Kevin Eldridge)in November... we miss Terri Zajo
OKAY, NEW UPDATE.... Kevin Eldridge,himself, called me to explain the resort fee. WHAT???
If the general manager of a resort calls an unsatisfied patron someone should at least make sure he knows why he is calling the patron. None of my reviews were about the actual resort fee, just the inability for any staff member to be able to explain fees until day 3 when Anthony called and explained the fee effectively and went on to blame his employees bad days for not having the information to provide customers.
Also, the towel line is here to stay as Kevin Eldridge justifies it by saying that people hold seats and that towels are all over the resort... it’s a water park, why not have a couple employees dedicated to picking up said towels? Instead this management thinks that the 500$ per night and the resort fee don’t pay for a slight inconvenience to the resort. People will just find another way to hold chairs.
Mr. Eldridge said the towel practice is common across the country in resorts... haha... can’t imagine where he is traveling as I travel monthly and have NEVER stood in a line for a towel and certainly would NEVER stand in a line to return a towel. Wow, just wow. I cannot wait to see the differences between Anaheim GWL and here... no way management there is this ludicrous.
Mr.Aldridge also mentioned they weren’t actually charging for the towels. They threaten you with it and make you check in and out every towel, wasting valuable time, and he said they aren’t even charging??? What?? If you make a ridiculous policy and are so passionate about it that Christmas is a great time to make people wait in line then at least stick with your threats and convictions and charge. Or better yet, don’t make people wait for a towel... no anger, no fee.
This is just a preliminary review prior to a letter to corporate and a visit to their Anaheim location and just so many YouTube videos, reviews, etc..
We checked in at 3:50 pm and was told that our room was not ready. I was then told they didn't know when it would be ready. I explained that it was not acceptable and pushed for management to ensure it was ready by 4pm as a 500$ stay per night should not having me waiting around in their lobby to god knows when... they wouldn't even give me an estimate... bad start to the stay.. got into room about 4:15 after much pushing.
We had unexplainable fees on the bill that I tried to have the front desk explain and everyday I got a different answer.. my husband and I walked around just annoyed that no one could explain the resort fees/unexplained fees and the guesses the employees came up with well... I felt bad for them as they obviously had a lack of training. They were all kind and it was obvious they wanted to help but couldn't. On the last morning, Anthony, the director of guest relations, provided a valid explanation of the fees and he then tried to convince me that the employees I spoke to must have had a bad day essentially or were daydreaming. If it had been only one or two employees maybe his callous transfer of blame wouldn't have bothered me, however, I made it clear that we asked the front desk and many employees on different occasions. Managements answer was to blame employees that definitely didn't have answers.... just sad... so very sad and I hope they listen to Anthonys call so they can see how completely ineffectual this Anthony individual is... I feel awful for anyone working under him as he will simply just blame you!
Moving on.... HOLY TOWEL *** over the Christmas holidays this GREEDY establishment had ONE desk for you to check out towels... the line was, at times 20 minutes or longer and then to RETURN your towel you get to wait in the same line... This is the most absurd way to lose as much business as possible in the absolute quickest time.
We will visit other locations but never our home location as this is beyond greed. TAKE THE TOWELS from your room to the pool... don't stand for this *** Seriously.. 1400$ for 2 days and they want us to stand in line for 40 minutes to deal with a towel... seriously? I wouldn't bother bringing towels from home.. use the room towels. (What will they do? Threaten more fees?)
Aside from all the bull my kids had an absolute blast!! It is truly an amazing facility and if they could get it together instead of falling apart we would have come back.. the towel thing shut the door on this facility for my husband. So sad that they can't see the degrading behavior of making people wait in line for a 1.00$ towel (probably less) with the threat or a 15$ fee is an affront.
No one ever got back to my email since 08/06/19
- Check in
- Prev
- 1
- ...
- 6
- 7
- 8
- 9
- 10
- ...
- 18
- Next
Thank You for Your Reply! We are processing your message.
Your comment is successfully posted.
People like u are sad... A vacuum for ur room?
Ur in a place of fun and ur thinking about vacuuming ur room? I would guarantee ur husband is miserable with u