Horrible. Extremely over priced and the waitress was slow in both ways, and they under poured the drinks.
Peyton K.
My family and i were staying at GWL for the weekend and decided to check this place out. Says bar and grill, even though they only offer burgers and chicken tenders. All my family members chose the bacon cheeseburger, a $15 burger i might add. When it came out 30 minutes later, the patty was burnt, without seasoning, and to top it all off, the fries were cold. Wont be going here again and I recommend you all do the same. In all honesty, you should go somewhere off the GWL premises for food all together.
Michelle S.
Our second stay at Great Wolf Lodge. We had a great time! I would recommend this location! Pros: not too busy, lots to do (water park, ropes course, arcade, quests and more), friendly staff, Starbucks, lots of restaurants and fast food nearby, and the mall is close too. They've updated a few things and processes which is nice. To redeem arcade prizes, kids are allowed to pick out what they want (almost like at a store) and then pay at the counter vs the prizes being in a cabinet and the kid has to point and the employee gets it for them. Cons: the room was kind of run down, the paint was chipping, the bathroom door lock didn't work, couple small holes in the wall.
Carolyn W.
Spent a weekend there with my granddaughters and had some issues with the resort including fan blades flying off when we turned the fan off in a cabana we rented. I put all of the issues in the customer service survey they sent and never heard one word back. Fast forward 2 months and I'm getting a collection bill for $95 from our GWL stay. Mind you my credit card was on file and they had already charged well over $1k to the card. I called GWL and was told that 2 numbers of my credit card had "fallen off" my account. HUH??!!?? If that was the case, why did no one PICK UP THE PHONE and call ME!!!!!!! I paid the $95 over the phone and was ASSURED that the collection agency would be contacted. Today I get a call from a collection agency trying to collect $95. Needless to say I am heated. I called was bounced around and sent to voice mails and finally talked to Kendrick who admitted he was a new manager and would have to research and call me back. Call me back about what? Look at my account and TAKE CARE of the issue!!!!!!! How hard is that. Obviously very hard. This location needs loads of customer service training in EVERY department.
Aris V.
Original complaint from 10-4-21: The line for check in was way to long and to many vacant check in counters. If a hotel has many reservations to check in, it should provide adequate staffing to handle the volume of guests. The worst issue is how other customers would not wait in line but just mob the check in counter to have their issues addressed. This cutting in front is completely disrespectful to those who have patiently waited in line for customer service. When I questioned the customer service agent about how come other guests can just cut in front those who have patiently waited in line, her response was curt, unprofessional, and unapologetic. Upon check in, at 3:30, I was told my room would be ready by 4 pm and that I would receive a text. At 4:30 pm and still having received no text, I finally reached the same unprofessional customer service agent who had no answer for why I did not receive a text. Basically I had to wait around in the lobby for a text that was never sent to alert me that my room is ready and what number that room is supposed to be. This is a failure on the part of the customer service agents and corporate training of its customer service agents. Very disappointing. This is not the kind of vacation experience that I would want to pay money for. This may be the 1st and last time I choose to vacation at a great wolf lodge resort. But maybe to a big corporation, losing one customer is no big deal. If I could give ZERO stars or negative stars for this rating, I would. 10-25-21 update: On 10-4-21 Great Wolf Lodge emailed me and called me. I was given a chance to air my grievance as described on 10-4-21. I was promised a voucher for a complementary stay which should arrive in the mail within a week or two from 10-4-21. It's already 10-25-21 and I have not received what was promised. I have also replied to Great Wolf Lodge via email as follows: To: [email protected] Cc: [email protected] Re: Disappointed family Good Morning Nikita, Someone did reach out to me and promised that I would receive a voucher in the mail for a complementary two night stay at a great wolf lodge in the room of my choice for up to six people. It's already almost the end of October and I still have not received the promised voucher. I would like to receive an update about the promised voucher. Thank you, "Disappointed Family" To those of you who have received promises from Great Wolf Lodge, I hope they have been fulfilled.
Heidi B.
We had a recent trip here. I love that you can park at check-in and don't need to leave until check-out since you have options to eat there. The pizza place is a great value! There's also a nice sized fridge in the room. The water park is awesome, love that you can get in at 1PM on check-in day and also access on check-out day-we definitely took advantage of this! Great Halloween activities like crafts and treat-or-treating and regular activities such as AM yoga and bedtime stories. My only complaint is that my 7 year-old went on one of the big slides and the employee at the end called him a "scaredy-cat" due to the look on his face, which had him in tears-not cool. Every other employee interaction was amazing-from front desk to pizza place to housekeeping to water park entrance.
Alison P.
Nice water park, okay rooms (very small bathrooms) and less than comfortable beds, all in all it's a fun place but so extremely expensive and not really worth the money that we paid. Good options limited, pricey, and seems to be a takeout and eat in your room type thing (for the most part). I had been told that there were multiple restaurants, but that's not the case. My definition of a restaurant is someplace where you go in, sit down, order and eat. The buffet seems to be the only place that you sit down in, and it's very expensive so we chose not to go there. The arcade is ridiculously expensive and the workers are not willing to help when ticket machines get jammed, simply replying with "I'm off the clock". To give perspective to the cost of arcade: I have gone to Dave and Busters (not known for being cheap by any means) and spent the same amount of money but played for hours longer. We spent 2 nights and spent a lot of time at water park, which is included in price of the room so that is nice. Not very crowded during the earlier part of the day (during the week) however for the first couple of hours, the wave pool and lazy River were closed because they didn't have the staff available to open them. So unless kids were young enough to play in the little kid area or big and brave enough to do the big slides, there was absolutely nothing for them to do. Overall a decent place if you have the money to blow and kids in a specific age range to enjoy the included items. But as far as eating, it's best to leave the resort and eat out or do takeout as it's cheaper and you have to eat in your room anyway.
Lilly R.
We spent several days on a family getaway at the great wolf lodge in Dallas. We had a good time overall, but I have a couple of complaints and won't return. 1. The WATER AND THE AIR IN THE INDOOR WATERPARK WAS WAY TOO COLD. Playing at the Waterpark was almost unbearable, it was so uncomfortable. My toddlers (3, 2, and 1 year olds) were so cold the whole time we could only spend a few minutes at any of the water attractions. We ended up spending most of the time in the hot tub. I was freezing my butt off so much all I could think of was going back to the room. MY KIDS LIPS WERE BLUE after playing in the Waterpark for any length of time. It was really miserable!!!! my 2 year old was shaking like a leaf. Management could start by turning off the dang AC, it would really help not having the cold air blow on you. 2. $30 a day "resort fee" we were unaware of 3. No room service "due to COVID." We had to call to receive clean towels, soap, empty the trash, etc. At a high quality hotel, you expect to have room service. Tell customers there's no room service. We found out after a couple of days. It would be more sincere if you lowered your rate and explained why. I've stayed at several different hotels this year, from a day's inn to the Ritz Carlton and they all still provided room service despite covid. If you don't mind the cold Waterpark, you'll have a great time. The only reason I will not be making a second trip is how uncomfortablely cold the indoor Waterpark was. It's hard to have a good time when you are all freezing your butts off.
Jacqueline A.
Update: The hotel called and confirmed there were bed bugs in my room! They told me there were bed bugs in the box spring when they did their own investigation!
Amber G.
Pretty fun trip. Didn't get our room till almost 6, we weren't doing the water park the first day with our toddler so it was a long wait for a room. We were giving 25% off the first night so that was nice. Water park was pretty fun, although don't think we will ever return, it was a fun one time experience.
Stayed here for 2 nights. This was the first time, and last time we will ever make that mistake. It all started with the check in process. The person who checked us in was in training and didn't know what she was doing. We had to go back to the front desk 7 times over 2 days to fix her mistakes. This wasted over an hour of our vacation because of incompetence. They don't tell you when you make a reservation that there is no housekeeping. I can live with that due to COVID. But, the same pair of dirty underwear was in my hallway both days! They can't even bother to clean the halls. If they leave underwear, you know they are not following COVID cleaning protocols. Then, when you pre-check in they tell you that you must wear a mask unless you're vaccinated. Hundreds of children were roaming the halls without masks---ones too young to be vaccinated. So they don't follow their own rules. We got snacks on the first night. When my wife opened her cheesecake, there was a mosquito in it. We ate breakfast on 8/9/21 in the buffet. Service was terrible and people were walking around without shoes--despite the sign saying you need shoes. In the waterpark, my wife saved a child from drowning because the lifeguards weren't paying attention. The best part about this place: leaving!!! Stay far far far away.
Erica S.
The water park was fine. The hotel is horrible. You're greeted by cigarette butts all over the front of the hotel entrance. Trash cans are overflowing...we even notified the hotel that five cans near us were full and after several hours they still were not emptied. An employee carrying a salad out to someone dropped the salad on the concrete outside in the pool area. After 30 minutes she not anyone else came to clean it up. Even with several employees walking by and through it. The elevators take forever and some weren't working. Trash was just generally everywhere...in the grass next to the slides that appears to have been there for weeks. Ice cream all over the ground at the Dip n Dots stand...mentioned it to the worker and he didn't even say a word...it was kinda gross that you had to step in it barefoot just to order. Stacked up chairs and tables under the rides outside covered in mud. Pools had things floating in them that could have been skimmed out. The only good thing I can say about the hotel is that our room was surprisingly quiet.
Becky W.
The place is a paradise for children. Water park, arcades, games and parties BUT the check in and check out process needs to tighten up. The front desk clerks favorite line is "I don't know". The check in process and check out process are horrible thanks to the clerks who need training. Thanks to Josh who was helpful and was able to help remedy some of the issues. But the place is fun and great for kids.
Bensluy ..
We paid a lot of money for magiquest but the kids were very upset that most of all the chest were broken and the wands did not work very well. The water park was five stars! Nothing to complain about their kids had a blast and the room was very good! They either need to get rid of magiquest or fix it. Fix that and you have a five star review
Summer T.
Second time we've been here since Covid slowed down. The first time was great so we came back. As I wrote this review, we are still waiting for our room. I checked in at FOUR PM. It's now SIX PM and although they gave me vouchers for pizza and a scoop of ice cream....I have three high energy kids and if you have kids you know what a nightmare I'm having right now. No offer to change my room, no offer to upgrade my room...nada. Just pizza. Yay. TWO HOURS and counting and still no room. And we sit watching others walk by to go to theirs....
Horrible. Extremely over priced and the waitress was slow in both ways, and they under poured the drinks.
My family and i were staying at GWL for the weekend and decided to check this place out. Says bar and grill, even though they only offer burgers and chicken tenders. All my family members chose the bacon cheeseburger, a $15 burger i might add. When it came out 30 minutes later, the patty was burnt, without seasoning, and to top it all off, the fries were cold. Wont be going here again and I recommend you all do the same. In all honesty, you should go somewhere off the GWL premises for food all together.
Our second stay at Great Wolf Lodge. We had a great time! I would recommend this location! Pros: not too busy, lots to do (water park, ropes course, arcade, quests and more), friendly staff, Starbucks, lots of restaurants and fast food nearby, and the mall is close too. They've updated a few things and processes which is nice. To redeem arcade prizes, kids are allowed to pick out what they want (almost like at a store) and then pay at the counter vs the prizes being in a cabinet and the kid has to point and the employee gets it for them. Cons: the room was kind of run down, the paint was chipping, the bathroom door lock didn't work, couple small holes in the wall.
Spent a weekend there with my granddaughters and had some issues with the resort including fan blades flying off when we turned the fan off in a cabana we rented. I put all of the issues in the customer service survey they sent and never heard one word back. Fast forward 2 months and I'm getting a collection bill for $95 from our GWL stay. Mind you my credit card was on file and they had already charged well over $1k to the card. I called GWL and was told that 2 numbers of my credit card had "fallen off" my account. HUH??!!?? If that was the case, why did no one PICK UP THE PHONE and call ME!!!!!!! I paid the $95 over the phone and was ASSURED that the collection agency would be contacted. Today I get a call from a collection agency trying to collect $95. Needless to say I am heated. I called was bounced around and sent to voice mails and finally talked to Kendrick who admitted he was a new manager and would have to research and call me back. Call me back about what? Look at my account and TAKE CARE of the issue!!!!!!! How hard is that. Obviously very hard. This location needs loads of customer service training in EVERY department.
Original complaint from 10-4-21: The line for check in was way to long and to many vacant check in counters. If a hotel has many reservations to check in, it should provide adequate staffing to handle the volume of guests. The worst issue is how other customers would not wait in line but just mob the check in counter to have their issues addressed. This cutting in front is completely disrespectful to those who have patiently waited in line for customer service. When I questioned the customer service agent about how come other guests can just cut in front those who have patiently waited in line, her response was curt, unprofessional, and unapologetic. Upon check in, at 3:30, I was told my room would be ready by 4 pm and that I would receive a text. At 4:30 pm and still having received no text, I finally reached the same unprofessional customer service agent who had no answer for why I did not receive a text. Basically I had to wait around in the lobby for a text that was never sent to alert me that my room is ready and what number that room is supposed to be. This is a failure on the part of the customer service agents and corporate training of its customer service agents. Very disappointing. This is not the kind of vacation experience that I would want to pay money for. This may be the 1st and last time I choose to vacation at a great wolf lodge resort. But maybe to a big corporation, losing one customer is no big deal. If I could give ZERO stars or negative stars for this rating, I would. 10-25-21 update: On 10-4-21 Great Wolf Lodge emailed me and called me. I was given a chance to air my grievance as described on 10-4-21. I was promised a voucher for a complementary stay which should arrive in the mail within a week or two from 10-4-21. It's already 10-25-21 and I have not received what was promised. I have also replied to Great Wolf Lodge via email as follows: To: [email protected] Cc: [email protected] Re: Disappointed family Good Morning Nikita, Someone did reach out to me and promised that I would receive a voucher in the mail for a complementary two night stay at a great wolf lodge in the room of my choice for up to six people. It's already almost the end of October and I still have not received the promised voucher. I would like to receive an update about the promised voucher. Thank you, "Disappointed Family" To those of you who have received promises from Great Wolf Lodge, I hope they have been fulfilled.
We had a recent trip here. I love that you can park at check-in and don't need to leave until check-out since you have options to eat there. The pizza place is a great value! There's also a nice sized fridge in the room. The water park is awesome, love that you can get in at 1PM on check-in day and also access on check-out day-we definitely took advantage of this! Great Halloween activities like crafts and treat-or-treating and regular activities such as AM yoga and bedtime stories. My only complaint is that my 7 year-old went on one of the big slides and the employee at the end called him a "scaredy-cat" due to the look on his face, which had him in tears-not cool. Every other employee interaction was amazing-from front desk to pizza place to housekeeping to water park entrance.
Nice water park, okay rooms (very small bathrooms) and less than comfortable beds, all in all it's a fun place but so extremely expensive and not really worth the money that we paid. Good options limited, pricey, and seems to be a takeout and eat in your room type thing (for the most part). I had been told that there were multiple restaurants, but that's not the case. My definition of a restaurant is someplace where you go in, sit down, order and eat. The buffet seems to be the only place that you sit down in, and it's very expensive so we chose not to go there. The arcade is ridiculously expensive and the workers are not willing to help when ticket machines get jammed, simply replying with "I'm off the clock". To give perspective to the cost of arcade: I have gone to Dave and Busters (not known for being cheap by any means) and spent the same amount of money but played for hours longer. We spent 2 nights and spent a lot of time at water park, which is included in price of the room so that is nice. Not very crowded during the earlier part of the day (during the week) however for the first couple of hours, the wave pool and lazy River were closed because they didn't have the staff available to open them. So unless kids were young enough to play in the little kid area or big and brave enough to do the big slides, there was absolutely nothing for them to do. Overall a decent place if you have the money to blow and kids in a specific age range to enjoy the included items. But as far as eating, it's best to leave the resort and eat out or do takeout as it's cheaper and you have to eat in your room anyway.
We spent several days on a family getaway at the great wolf lodge in Dallas. We had a good time overall, but I have a couple of complaints and won't return. 1. The WATER AND THE AIR IN THE INDOOR WATERPARK WAS WAY TOO COLD. Playing at the Waterpark was almost unbearable, it was so uncomfortable. My toddlers (3, 2, and 1 year olds) were so cold the whole time we could only spend a few minutes at any of the water attractions. We ended up spending most of the time in the hot tub. I was freezing my butt off so much all I could think of was going back to the room. MY KIDS LIPS WERE BLUE after playing in the Waterpark for any length of time. It was really miserable!!!! my 2 year old was shaking like a leaf. Management could start by turning off the dang AC, it would really help not having the cold air blow on you. 2. $30 a day "resort fee" we were unaware of 3. No room service "due to COVID." We had to call to receive clean towels, soap, empty the trash, etc. At a high quality hotel, you expect to have room service. Tell customers there's no room service. We found out after a couple of days. It would be more sincere if you lowered your rate and explained why. I've stayed at several different hotels this year, from a day's inn to the Ritz Carlton and they all still provided room service despite covid. If you don't mind the cold Waterpark, you'll have a great time. The only reason I will not be making a second trip is how uncomfortablely cold the indoor Waterpark was. It's hard to have a good time when you are all freezing your butts off.
Update: The hotel called and confirmed there were bed bugs in my room! They told me there were bed bugs in the box spring when they did their own investigation!
Pretty fun trip. Didn't get our room till almost 6, we weren't doing the water park the first day with our toddler so it was a long wait for a room. We were giving 25% off the first night so that was nice. Water park was pretty fun, although don't think we will ever return, it was a fun one time experience.
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Stayed here for 2 nights. This was the first time, and last time we will ever make that mistake. It all started with the check in process. The person who checked us in was in training and didn't know what she was doing. We had to go back to the front desk 7 times over 2 days to fix her mistakes. This wasted over an hour of our vacation because of incompetence. They don't tell you when you make a reservation that there is no housekeeping. I can live with that due to COVID. But, the same pair of dirty underwear was in my hallway both days! They can't even bother to clean the halls. If they leave underwear, you know they are not following COVID cleaning protocols. Then, when you pre-check in they tell you that you must wear a mask unless you're vaccinated. Hundreds of children were roaming the halls without masks---ones too young to be vaccinated. So they don't follow their own rules. We got snacks on the first night. When my wife opened her cheesecake, there was a mosquito in it. We ate breakfast on 8/9/21 in the buffet. Service was terrible and people were walking around without shoes--despite the sign saying you need shoes. In the waterpark, my wife saved a child from drowning because the lifeguards weren't paying attention. The best part about this place: leaving!!! Stay far far far away.
The water park was fine. The hotel is horrible. You're greeted by cigarette butts all over the front of the hotel entrance. Trash cans are overflowing...we even notified the hotel that five cans near us were full and after several hours they still were not emptied. An employee carrying a salad out to someone dropped the salad on the concrete outside in the pool area. After 30 minutes she not anyone else came to clean it up. Even with several employees walking by and through it. The elevators take forever and some weren't working. Trash was just generally everywhere...in the grass next to the slides that appears to have been there for weeks. Ice cream all over the ground at the Dip n Dots stand...mentioned it to the worker and he didn't even say a word...it was kinda gross that you had to step in it barefoot just to order. Stacked up chairs and tables under the rides outside covered in mud. Pools had things floating in them that could have been skimmed out. The only good thing I can say about the hotel is that our room was surprisingly quiet.
The place is a paradise for children. Water park, arcades, games and parties BUT the check in and check out process needs to tighten up. The front desk clerks favorite line is "I don't know". The check in process and check out process are horrible thanks to the clerks who need training. Thanks to Josh who was helpful and was able to help remedy some of the issues. But the place is fun and great for kids.
We paid a lot of money for magiquest but the kids were very upset that most of all the chest were broken and the wands did not work very well. The water park was five stars! Nothing to complain about their kids had a blast and the room was very good! They either need to get rid of magiquest or fix it. Fix that and you have a five star review
Second time we've been here since Covid slowed down. The first time was great so we came back. As I wrote this review, we are still waiting for our room. I checked in at FOUR PM. It's now SIX PM and although they gave me vouchers for pizza and a scoop of ice cream....I have three high energy kids and if you have kids you know what a nightmare I'm having right now. No offer to change my room, no offer to upgrade my room...nada. Just pizza. Yay. TWO HOURS and counting and still no room. And we sit watching others walk by to go to theirs....