Experience Family-Friendly Fun at Great Wolf Lodge Hotel in Sandusky with Daily Water Park Passes Included

Perfect vacay Had a little trouble at check in but Michael was great and beyond helpful! Everyone on staff was very nice and helpful as well. Definitely recommend it for a family or couples getaway.

Truly the worst gift I've ever given anyone I purchased a two night stay for my daughter, her husband and the four children as a Christmas experience--rather than purchasing more toys. This gift has proven to be one of the worst purchases I've ever made--a near $1600 experience. I have emailed Great Wolf Lodge endless times. I have written a negative review on every site I can. I am not getting any help from anyone. The list of mistakes with this stay is endless. How my family was treated is sad. Please, please do not spend money to face the frustration I am experiencing--with no one wanting to help. I'm going to share the email I've sent to Great Wolf Lodge with my complaints. This year, instead of giving my grandchildren more toys, I chose to give them an experience. I selected Great Wolf Lodge, even knowing their last visit was not perfect, because the children were unaware of the issues—they only knew they had fun. As a retiree, spending this kind of money on a gift is significant, so I wanted this experience to be special. Unfortunately, once again, there were numerous problems that should never have occurred. Prior to the visit, I signed the documents required for a two nights stay and 3 wolf badges to my discover card. When my daughter checked in, she gave them her card to avoid any other charges being put on my card. Great Wolf Lodge never made that change and an extra $700 plus were put on my card. They never used her card. I called in advance to change the reservation name to my daughter’s. During that call, unbeknown to me, the representative misspelled her last name. As a result, when my daughter attempted to check in, she was unable to do so. Although she showed her ID and requested the correction, staff initially could not resolve the issue. Eventually, a staff member was able to assist, but later it was discovered that the incorrect spelling remained in the system. On two separate occasions, employees at the bucket restaurant refused to provide her food because the name still did not match. She experienced the same problem when trying to make a purchase in the lobby store. Although I made the name change and updated the phone number and email prior to arrival, I was the person who continued receiving all Great Wolf Lodge messages. This was not corrected until after check-in resulting in a variety of inconveniences. When booking their room, I requested a room with two queen beds and pull out sofa. This would comfortably accommodate the three adults and three children. At check-in, my daughter was offered what she believed was a room upgrade that was supposed to include two bunk beds, a queen bed, and a pull-out couch. She was told the room was being finished and would receive a text when it was ready. After waiting 30 minutes, the room was still unavailable, and the family went to dinner. Two and a half hours later, with no communication, my daughter returned to the desk and was initially ignored. Eventually, a staff member handed her a slip of paper with “159” written on it—no explanation or apology provided. The room did not have a sofa. It had two small bunks and one queen bed, which was insufficient for six people. This was not an upgrade. This forced my oldest granddaughter to leave and drive home at night. This is unacceptable. A $10 “upgrade” should never result in receiving less than what was originally booked. Additionally, the beds had no blankets, and there were only 4 pillow for 6 people. Upon entering the room, they noticed a strong unpleasant odor. The sheets smelled of marijuana and cigarettes. There were cigarette butts scattered on the patio along with trash left behind. The sheets were described as disgusting, and a dirty bandage and used bar of soap were found on the bathroom counter. The room was clearly not cleaned properly. Finally, my six-year-old granddaughter went down a slide and landed directly in feces, which understandably caused significant distress. This should never happen in a facility designed for children. Lastly, the next day after returning home, both of my twin granddaughters developed a yeast infection. Interesting, this happened when they were at the resort in July. The total cost of this stay was $1,547.05, and the experience fell far below acceptable standards.

Rhian at the front desk was amazing! Our entire check in process from start to finish was impressive. She made us feel welcomed and appreciated. She went above and beyond for our group of 5. We stepped up to the desk after having issues with the kiosk. She took over and took control and we were checked in within minutes and off to our room. We appreciate everything she did for us and to help our stay enjoyable. We will definitely be back again soon!