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Great Wolf Lodge, Given different wristbands a month apart.. We went to Great Wolf Manteca in August and my child who is 4 was given a yellow wristband which means she could go on all the slides except two. My eight year old received a green wristband so he could do everything. We had an amazing time as a family we went on all the family slides all day. We had so much fun that we extended our stay another night. We had to head down south for a family event so we decided to stay the first night at Great Wolf Manteca. We took the kids out of school so we could get there early on Friday so we could take advantage of the waterpark that first day. When we got there we paid for early check in and went to the room to get settled. Once we were ready for the waterpark we headed down, the kids were measured and my 4 year old was then given a red wristband. So now she can only play in the toddler area and go down the 3 baby slides and thats it. We spoke with the head of aquatics and the general manager and no one seemed to care that my daughter a month ago spent 3 whole days going down all the slides that she is now unable to ride. We planned our whole trip around this to only then be refunded our money and leave. All the management kept saying was liablility shes too short, even with the proof of pictures a month ago wearing a green wristband and videos of her going down the slides. All they could offer was Build a Bear and Magiquest. We came for the waterslides not for the other attractions. All we wanted is for my daughter to receive the same wristband she was given a month prior. If it was such a big deal with liabilty than they should retrain staff how to measure correctly cause my daughter was 2 inches to short but last month was tall enough. I know she didn’t shrink. I was not going to pay over $300 dollars for a night stay where my daughter is going to be bored after 15 minutes and the family is split up all day because of an inconsistency in how each staff member measures kids. This ruined our whole weekend and our 2 small kids didn’t understand why our surprise night at the hotel waterpark was cut short and we had to leave. This is unacceptable and I hope in the future this does not happen to anyone else. I attached a couple photos from our experience in August vs a pic of my daughter last week when we had to leave after she could not obtain the same wristband for the slides.

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

Great Wolf Lodge, I purchased a day pass for myself and my early teen grandkids. We checked in when the park opened and nothing was mentioned about equipment being down. It wasn’t until we left the line and one of the patrons mentioned to me that here there was equipment shut down since yesterday. This was my first time at Great Wolf grape Lodge in traverse City, Michigan. So I was not aware about the availability of equipment. When we got inside it was apparent that all of the adult equipment was shut down. The 3 large slides and The lazy river. The only things open were for kids, probably seven and under. I spoke to one of the workers. They express their sincere apology which was nice and said this was out of their control. I agree with that but I should have been informed when I checked in that most of the park was shut down and had been since the day before. They also said the probability of everything opening up today was not very promising… After about 3 hours of just sitting in a pool with every other patron in the building, they finally opened up one slide. Again said the possibility of the rest of the park opening was not very promising. Another hour went by and they did open the lazy river. But with that being said there was so much chlorine in the river. Your eyes and skin were burning. I had to take myself and the kids out of the river. It was not sustainable. Again, I asked about the rest of the equipment and I was told the probability was low that it would open. I did inquire about possibly getting a voucher to come back on another day or a half a day and I was told there are no refunds. This was very disappointing to me. Seeing that I did not bring small children to the water park, I brought teenage kids and with that being said, they were not able to use any of that equipment for most of the day. I feel I should get a voucher to visit again even if it’s only a half a day voucher. I spent $250 to let my kids swim in a pool with 400 other people. So disappointing. I will wait for a response. Thank you.