chanh0k
Family · October 20252/10
I am writing to express my deep disappointment regarding my family’s visit to your facility. Unfortunately, our experience was overshadowed by both discriminatory treatment and safety concerns.
Durin...I am writing to express my deep disappointment regarding my family’s visit to your facility. Unfortunately, our experience was overshadowed by both discriminatory treatment and safety concerns.
During our visit, a staff member treated us with unacceptable rudeness. While we were already in line for the slide, we were told—without explanation—that we had to go back and wait again for 40 minutes. When I asked politely about the line system and colors, the staff gave no clear reason, only insisting we return to the beginning. With three young children (ages 7–8) to take care of, it was extremely stressful and unfair. The complete lack of explanation made the situation feel discriminatory, as though there was no reason other than who we were.
Additionally, the atmosphere of the water facility raised serious health concerns. The chemical odor from the pool was stronger than anything I have ever experienced worldwide. In the hot tub, several guests were coughing, and the disinfectant fumes were so intense that they caused eye irritation and difficulty breathing. When I asked staff about it, I again received no response.
I received only offered a discount on a future visit.Given the seriousness of the discrimination we faced and the unsafe conditions, this is not an acceptable resolution.
I urge your team to reflect on this situation seriously. Discrimination and lack of accountability should have no place in any customer experience.
We recently had an issue with our stay at Great Wolf Lodge and contacted the Guest Communications team for support. Unfortunately, the customer service experience was very disappointing.
Even after providing all the requested information, including our check-in details and booking confirmation, the case was abruptly closed with the explanation of “inactivity.” This was frustrating, especially since I had already replied with the documentation they asked for.
It feels like the support team did not properly review my response, and instead of helping resolve the issue, they simply closed the case. For a family resort that emphasizes making memories, this was a very careless way to handle a guest’s concern.
I hope Great Wolf Lodge takes this feedback seriously and improves the way their customer support follows up on cases.Show More
