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Years of loyalty, completely let down
Great Wolf Lodge的点评
点评：As loyal Great Wolf Lodge guests for the past several years, this was by far our most disappointing experience. We have always enjoyed coming here with our family, but this visit left us questioning whether we'll return.
The experience started at check-in. Because the reservation was made by my mother instead of my husband, another family member, or myself (who typically book our stays), we were treated completely differently. The young employee at the front desk repeatedly told my mother that her card wasn't going through. After finally speaking with a manager, she realized the payment had actually processed multiple times. My mother ended up being charged over $1,000 for a tiny room for one night. There was no sincere apology, no reassurance that the duplicate charges would be refunded, and the only guidance she received was, "I guess if you don't see your money, call here in a few days." That level of customer service was incredibly unprofessional and unacceptable.
Safety throughout the water park was also concerning. At one point, a single lifeguard was expected to oversee four of the main water slides by themselves. It felt chaotic and like an accident waiting to happen.
Even more alarming, there was actual human feces on the stairs leading up to the main slides. Multiple employees were made aware, yet no one appeared to take immediate action to clean or block off the area. That is a serious health and safety issue.
The food service was equally frustrating. We ordered a pizza, but because no one was monitoring the pickup area, our order was handed to another guest. There was no apology or attempt to immediately remake it. Instead, we had to wait back in the long line just to explain what happened. To make matters worse, the exact same thing happened about an hour later when I ordered a salad.
We also wanted to participate in the MagiQuest wand activities, but multiple people told us it wasn't worth spending the money because many of the stations didn't work. Unfortunately, we witnessed this ourselves. This has been an ongoing issue for years, and after seven years of visiting, it's disappointing that it still hasn't been addressed.
The property itself is also beginning to show its age. There is noticeable rust on the staircases and around the slides, which raises concerns about maintenance and guest safety.
Our room had its own maintenance issues as well. The bathtub would not drain, making it impossible to shower without standing in several inches of water. We ended up having to wait in line to use the public showers in the water park instead.
Lastly, the hidden fees continue to increase with every visit. The cost of staying at Great Wolf Lodge has become harder and harder to justify, especially when the quality of service and maintenance appears to be declining.
As long-time customers, we expected much better. We understand that occasional issues happen, but the lack of professionalism, poor customer service, safety concerns, maintenance problems, and overall lack of accountability made this one of the worst experiences we've had at Great Wolf Lodge. We truly hope management takes these concerns seriously because this is not the level of service families should expect, especially considering the premium prices guests are paying.
The experience started at check-in. Because the reservation was made by my mother instead of my husband, another family member, or myself (who typically book our stays), we were treated completely differently. The young employee at the front desk repeatedly told my mother that her card wasn't going through. After finally speaking with a manager, she realized the payment had actually processed multiple times. My mother ended up being charged over $1,000 for a tiny room for one night. There was no sincere apology, no reassurance that the duplicate charges would be refunded, and the only guidance she received was, "I guess if you don't see your money, call here in a few days." That level of customer service was incredibly unprofessional and unacceptable.
Safety throughout the water park was also concerning. At one point, a single lifeguard was expected to oversee four of the main water slides by themselves. It felt chaotic and like an accident waiting to happen.
Even more alarming, there was actual human feces on the stairs leading up to the main slides. Multiple employees were made aware, yet no one appeared to take immediate action to clean or block off the area. That is a serious health and safety issue.
The food service was equally frustrating. We ordered a pizza, but because no one was monitoring the pickup area, our order was handed to another guest. There was no apology or attempt to immediately remake it. Instead, we had to wait back in the long line just to explain what happened. To make matters worse, the exact same thing happened about an hour later when I ordered a salad.
We also wanted to participate in the MagiQuest wand activities, but multiple people told us it wasn't worth spending the money because many of the stations didn't work. Unfortunately, we witnessed this ourselves. This has been an ongoing issue for years, and after seven years of visiting, it's disappointing that it still hasn't been addressed.
The property itself is also beginning to show its age. There is noticeable rust on the staircases and around the slides, which raises concerns about maintenance and guest safety.
Our room had its own maintenance issues as well. The bathtub would not drain, making it impossible to shower without standing in several inches of water. We ended up having to wait in line to use the public showers in the water park instead.
Lastly, the hidden fees continue to increase with every visit. The cost of staying at Great Wolf Lodge has become harder and harder to justify, especially when the quality of service and maintenance appears to be declining.
As long-time customers, we expected much better. We understand that occasional issues happen, but the lack of professionalism, poor customer service, safety concerns, maintenance problems, and overall lack of accountability made this one of the worst experiences we've had at Great Wolf Lodge. We truly hope management takes these concerns seriously because this is not the level of service families should expect, especially considering the premium prices guests are paying.
翻译：作为过去几年里一直光顾大灰狼度假村的常客，这次的体验绝对是我们最失望的一次。我们一直都很喜欢和家人一起来这里，但这次的经历却让我们开始怀疑是否还会再光临。
问题始于办理入住时。由于这次预订是由我的母亲而非我的丈夫、其他家人，或者通常由我来做的预订来完成的，我们受到的待遇就完全不一样了。前台的那位年轻员工一再告诉我母亲，她的卡无法付款。后来她终于和经理谈了话，才发现实际上付款操作被执行了多次。最终，我母亲仅仅因为预订了一晚的普通客房，就被扣款超过1,000美元。整个过程中既没有真诚的道歉，也没有任何关于重复扣款会予以退款的保证；她得到的唯一建议就是：“如果您迟迟看不到退款，过几天再给我们打电话吧。”“那种服务水平简直极其不专业，完全不可接受。
水上乐园内的安全问题也令人担忧。有一次，竟然只安排了一名救生员独自负责监管四条主要的水滑梯。现场一片混乱，感觉随时都可能发生意外。
更令人震惊的是，通往主要滑梯的楼梯上竟然有人类粪便。多名工作人员都对此知情。”然而，似乎没有人立即采取行动来清理或封锁该区域。这是一个严重的健康与安全问题。
餐饮服务也同样令人失望。我们点了披萨，但由于无人看守取餐区，我们的订单被交给了另一位顾客。店方既没有道歉，也没有立刻重新制作披萨。我们不得不重新排起长队，只为向工作人员说明情况。更糟糕的是。大约一小时后，当我点了一份沙拉时，同样的情况又发生了。
我们原本也想参加MagiQuest的魔法棒互动活动，但有好几个人告诉我们不值得花钱，因为很多互动站点都无法使用。不幸的是，我们亲眼见证了这一点。这个问题已经存在多年了；在连续七年都来此处游玩后，很失望地发现它依然没有得到解决。
整个园区也开始显露出年久失修的迹象。楼梯以及滑梯周围有明显的生锈现象，这引发了人们对设施维护和游客安全的担忧。
我们的房间也存在一些维护问题：浴缸无法排水，导致我们只能站在几英寸深的水中淋浴。最后，我们不得不排队去水上乐园的公共淋浴间洗澡。
最后，每次光临时那些隐藏费用也在持续增加。如今，入住Great Wolf Lodge的费用越来越高，却越来越不值得——尤其是考虑到其服务质量和设施维护水平似乎正在下滑。
作为长期光顾的顾客，我们原本期望能获得更好的体验。我们理解偶尔出现问题是难免的，但缺乏专业态度、糟糕的客户服务、安全隐患、设施维护问题以及整体上的不负责任表现，使得这次经历成为我们在Great Wolf Lodge有过的最糟糕体验之一。我们真心希望管理层能认真对待这些顾虑，因为这显然不是消费者理应得到的服务水平，尤其是考虑到顾客们支付的价格相当昂贵。
问题始于办理入住时。由于这次预订是由我的母亲而非我的丈夫、其他家人，或者通常由我来做的预订来完成的，我们受到的待遇就完全不一样了。前台的那位年轻员工一再告诉我母亲，她的卡无法付款。后来她终于和经理谈了话，才发现实际上付款操作被执行了多次。最终，我母亲仅仅因为预订了一晚的普通客房，就被扣款超过1,000美元。整个过程中既没有真诚的道歉，也没有任何关于重复扣款会予以退款的保证；她得到的唯一建议就是：“如果您迟迟看不到退款，过几天再给我们打电话吧。”“那种服务水平简直极其不专业，完全不可接受。
水上乐园内的安全问题也令人担忧。有一次，竟然只安排了一名救生员独自负责监管四条主要的水滑梯。现场一片混乱，感觉随时都可能发生意外。
更令人震惊的是，通往主要滑梯的楼梯上竟然有人类粪便。多名工作人员都对此知情。”然而，似乎没有人立即采取行动来清理或封锁该区域。这是一个严重的健康与安全问题。
餐饮服务也同样令人失望。我们点了披萨，但由于无人看守取餐区，我们的订单被交给了另一位顾客。店方既没有道歉，也没有立刻重新制作披萨。我们不得不重新排起长队，只为向工作人员说明情况。更糟糕的是。大约一小时后，当我点了一份沙拉时，同样的情况又发生了。
我们原本也想参加MagiQuest的魔法棒互动活动，但有好几个人告诉我们不值得花钱，因为很多互动站点都无法使用。不幸的是，我们亲眼见证了这一点。这个问题已经存在多年了；在连续七年都来此处游玩后，很失望地发现它依然没有得到解决。
整个园区也开始显露出年久失修的迹象。楼梯以及滑梯周围有明显的生锈现象，这引发了人们对设施维护和游客安全的担忧。
我们的房间也存在一些维护问题：浴缸无法排水，导致我们只能站在几英寸深的水中淋浴。最后，我们不得不排队去水上乐园的公共淋浴间洗澡。
最后，每次光临时那些隐藏费用也在持续增加。如今，入住Great Wolf Lodge的费用越来越高，却越来越不值得——尤其是考虑到其服务质量和设施维护水平似乎正在下滑。
作为长期光顾的顾客，我们原本期望能获得更好的体验。我们理解偶尔出现问题是难免的，但缺乏专业态度、糟糕的客户服务、安全隐患、设施维护问题以及整体上的不负责任表现，使得这次经历成为我们在Great Wolf Lodge有过的最糟糕体验之一。我们真心希望管理层能认真对待这些顾虑，因为这显然不是消费者理应得到的服务水平，尤其是考虑到顾客们支付的价格相当昂贵。
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