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Great Wolf Perryville. Upon arriving at the resort, I was assigned a room that was clearly not properly cleaned. Most concerning was the presence of visible fecal matter smeared on the wall near the toilet paper holder in the bathroom. I immediately contacted the front desk, and while housekeeping did arrive within 15 minutes to clean the area, it was both unacceptable and disturbing that my family—including young children—was expected to occupy a room in such condition. Initially, no one offered us an alternative room; I had to make that request myself. We waited approximately 45 minutes without follow-up before someone arrived on the sixth floor to provide us with a new room. However, I would like to commend the staff member who assisted us with the room transfer. He was professional, kind, and genuinely apologetic about the situation. His sincerity and attentiveness provided a brief moment of reassurance during an otherwise disappointing experience. I regret not catching his name, but his efforts did not go unnoticed and deserve recognition.

Despite his excellent service, the overall situation greatly impacted our stay. What was meant to be a joyful birthday celebration for my son became a stressful ordeal. Due to the delay and disruption, we were unable to enjoy the water park as planned, only making it there by 6:30 PM—just 90 minutes before closing. The following morning, I requested a late checkout in hopes of salvaging some of our experience. I was informed that 12:00 noon was the latest possible time, which further limited our ability to relax and recover from the prior day’s events.

Great Wolf Lodge, Frustrating lack of communication and follow through. We visited facility in Concord North Carolina with just a day pass in October 2024, which I thought I purchased online but I actually had just made reservations online. Upon arriving at the facility we paid for parking online and then went inside to check in. The gentlemen at the counter asked to see our parking receipt which I showed him and he proceeded to give us our wristbands and we were on our way no other questions asked. I did not realize I did not pay online since it seems like you would when you make the reservation. Several days later I get a text about paying for our day at Great Wolf. I thought it might be a scam. I called the facility and did not feel comfortable giving credit card information over the phone. I asked the female to send me a bill in the mail I will take care of it. Never got a bill in the mail. In November I received a notice from a collection agency regarding the amount I owed to Great Wolf, needless to say I was not pleased. I think I kept getting noticing like every 2 weeks. I had paid the amount on 11/19/2024, $94.97, after receiving the first notice. I continued to get notices from the collection agency. I contacted the Concord Facility on Dec 10 my check had been deposited by Great Wolf but yet my account was still showing not paid. I asked to speak with someone in Management to help clear this up but apparently no one was available. A case number was created at this time and stated someone would contact me within 24-48 hours. No one never contacted me and I continued to get collection notices. I called the Concord facility again on 2/4/2025 basically same story no one available. Not sure what this facility does when they need guidance in house because it sounds like they do not have nay leadership on site. Anyway again stated someone would contact me within 24-48 hours guess what no one contacted me. I finally got to talk to someone at the collection agency on this day 2/4/2025, which I had left the voice messages in the past with no return phone. The guy I spoke with very nice I gave him the check number and the date it was paid and he stated he would note that on the account. Poor customer service on follow up with a customer not once but twice, even when a case number was created. Not sure how you expect to improve customer relations or service when you can not follow up with a customer.

Great Wold Lodge, Ongoing billing issue. I visited the Pocono location of Great Wolf at the beginning of February. Since receiving my folio of charges the day I came home I have been trying to resolve a billing issue. I contacted customer service through chat and email and requested a copy of the dining receipt at issue. I was erroneously charged over $300 for a dinner on site that I did not have. I was eventually told a food service manager would contact me and that did not happen. The only effort towards my issue was being sent a second copy of the billing statement. Obviously not a solution! If the charge was valid they would have a receipt with my name on it. That’s all I’ve asked for from the beginning as the charge is not mine and that would be proof. I am extremely disappointed in the service I have received.

Great Wolf Lodge Billing Issue: Urgent Assistance Needed

Last year, I booked a vacation at Great Wolf Lodge through Hilton Grand Vacations (HGV), using nearly 60,000 points for a reservation from December 23–30, 2024. We checked out early on December 29 around 8:00 AM. Since then, I have faced significant billing issues and a lack of communication to resolve them.

Timeline of Events: 12/29/24: Checked out at 8:00 AM and was told my receipt would be emailed. I later discovered a $4,321 charge on my Hilton American Express account from Great Wolf Lodge. I also noticed six pending charges on my credit card totaling over $12,000. 12/30/24: Tried calling the location but was on hold for 30 minutes without reaching anyone. I left a voicemail at the corporate office. 12/31/24: Submitted a customer service email via Great Wolf Lodge’s system and messaged the company on LinkedIn. I disputed the charges with American Express. 1/2/25: Called the main Great Wolf Lodge line and had a case created (Case #02014002). I was told someone would respond within 2–5 business days. 1/3/25: My credit card dispute was declined due to documentation from Great Wolf Lodge that did not match my check-out date: 1/7/25: Followed up on the case and was told it had been transferred to the location, with an expected update within 24 hours. 1/9/25: Learned the case was closed on 1/6/25 without resolution. I was advised to contact the location directly. After multiple attempts, I left messages with a manager (Anthony DeLuca) and the corporate office. 1/10/25: Called the location again to request a receipt. I was told a new case would need to be created to retrieve it (Case #). I also noticed discrepancies in the documentation sent to American Express, with charges dated 12/28/24—prior to my early check-out on 12/29/24. Key Issues: The $4,321 charge is unexplained and appears incorrect. Documentation provided to American Express contains inconsistent and inaccurate dates. No meaningful resolution or communication from Great Wolf Lodge despite numerous calls, emails, and messages. Request for Assistance: I would greatly appreciate any help in resolving this matter, including a direct email or phone number for someone who can assist. Please let me know if additional information is needed.

Great Wolf Lodge, Double charged for parking. They charged me for parking on the card that I gave them on that visit then charged my Visa and regardless of countless efforts of getting them to rectify the issue they now tell me that they don’t have anything with the company that charged my card. So if they are not affiliated with the hotel why are they there??? Refund my money. My grandkids love the place and until this issue I liked it myself. It needs some upgrades but its ok. Sent from my iPhone Shanna Johnson Tue, Jan 7, 10:02 PM (3 days ago) to me, Pass Howls! Thank you for reaching out to Great Wolf Lodge. Are you inquiring about transactions from Great Wolf Lodge. I am unclear of the transactions that you sent via email. As the ones you are questions with the amounts, say CarQuest which is not related to our facility. Kind, Regards. cid:image001.png@01D854A8.D40D4CF0

Shanna Johnson. Guest Services Supervisor | Great Wolf Lodge LaGrange. 150 Tom Hall Parkway, Georgia, 30241. 706.837.9653. Wed, Jan 8, 6:00 AM (2 days ago)Hello Are you serious you all have already acknowledged that the $99 amount is correct from the same company. they had just asked me to show proof that a second Shanna Johnson Wed, Jan 8, 1:03 PM (2 days ago) Do you recall who you spoke with? Shanna Johnson Guest Services Supervisor | Great Wolf Lodge LaGrange 150 Tom Hall Parkway, Georgia, 30241 706.837.9653 From: 1:04 PM (1 hour ago) to Shanna. Clarance. Sent from my iPhone. On Jan 8, 2025, at 1:03 PM, Shanna Johnson wrote: Shanna Johnson Tue, Jan 7, 10:02 PM (3 days ago) to me, Pass Howls! Thank you for reaching out to Great Wolf Lodge. Are you inquiring about transactions from Great Wolf Lodge. I am unclear of the transactions that you sent via email. As the ones you are questions with the amounts, say CarQuest which is not related to our facility. Kind, Regards. cid:image001.png@01D854A8.D40D4CF0

Shanna Johnson Guest Services Supervisor | Great Wolf Lodge LaGrange. 150 Tom Hall Parkway, Georgia, 30241. 706.837.9653. Wed, Jan 8, 6:00 AM (2 days ago) Hello Are you serious you all have already acknowledged that the $99 amount is correct from the same company. they had just asked me to show proof that a second. Shanna Johnson. Wed, Jan 8, 1:03 PM (2 days ago) Do you recall who you spoke with? Shanna Johnson Guest Services Supervisor | Great Wolf Lodge LaGrange 150 Tom Hall Parkway, Georgia, 30241 706.837.9653 From: 1:04 PM (1 hour ago)to Shanna. Clarance Sent from my iPhone.On Jan 8, 2025, at 1:03 PM, Shanna Johnson wrote: Shanna Johnson Tue, Jan 7, 10:02 PM (3 days ago) to me, Pass. Howls! Thank you for reaching out to Great Wolf Lodge. Are you inquiring about transactions from Great Wolf Lodge. I am unclear of the transactions that you sent via email. As the ones you are questions with the amounts, say CarQuest which is not related to our facility. Kind, Regards.cid:image001.png@01D854A8.D40D4CF0

Shanna Johnson. Guest Services Supervisor | Great Wolf Lodge LaGrange. 150 Tom Hall Parkway, Georgia, 30241 706.837.9653. Wed, Jan 8, 6:00 AM (2 days ago) Hello Are you serious you all have already acknowledged that the $99 amount is correct from the same company. they had just asked me to show proof that a second. Shanna Johnson. Wed, Jan 8, 1:03 PM (2 days ago) Do you recall who you spoke with? Shanna Johnson Guest Services Supervisor | Great Wolf Lodge LaGrange 150 Tom Hall Parkway, Georgia, 30241 706.837.9653 From: 1:04 PM (1 hour ago)to Shanna. Clarance Sent from my iPhone. On Jan 8, 2025, at 1:03 PM, Shanna Johnson wrote: From: Date: December 15, 2024 at 3:00:26 PM EST. To: guestrelations@greatwolf.com Subject: New case #01992029