We did our due diligence before booking the weekend here. checked out the website, read great things, heard great things, had a few questions, so called the 1 800 line. spoke to a person who answered all the questions, verified that the deal booked on the phone was the same as the internet (was in front of me at the time), so we booked with her just for convenience. They were offering the "Harvest special" at the time, which included 40 tokens for the arcade and free breakfast per room. (2 families booked 2 rooms)
When we got here and checked in, no one offered us the tokens or breakfast coupons. We had to go back and ask. Their only excuse was "we have some people in training". (well then, they should be more accomodating, not less) There was no apology. They gave us the tokens, and said that the breakfast coupons would be delivered to our room that evening. By the next morning, when we didn't receive it, we went to the desk again. This time they said that we didn't sign up for the Harvest Special, but in fact, were entered in as the "Splashtacular Savings" which did not include breakfast, or in fact, the tokens. (the price we paid was the same as the Harvest special anyway). We were told by the Supervisor to wait l5 mins before having breakfast while she checked with the head office to listen to our recorded booking to see if we "really" did book the harvest special. She was condescending and superior, a really humiliating experience. I asked to speak to her superior, and she basically said she was already the top. THIS IS NOT A GOOD SIGN.
We absolutely know that the rep confirmed with us that these items were included, I even checked the website again and they are still there. We did not get a printout of the confirmation since it was done on the phone, so there is no written record, basically their word against ours.
My point is that, it would have been nothing for them to offer us the free breakfast as this is what our understanding was, and it wasn't like we paid any less than anyone else who was getting the breakfast anyway. At $350 for the night, they made us feel like we were trying to scam them for a free breakfast. THIS IS NOT HOW A CUSTOMER SERVICE ORIENTED ESTABLISHMENT WOULD BE RUN. Sadly, though the kids would have great things to say about this place, we would not be so inclined to come again and will also give this personal review to all our friends.
One other annoying thing was the kids' bunk beds. I can understand that the mattress is covered in vinyl, but the bedsheets were not fitted, worn and just slid all over the place. At the very least, they should be fitted so that they would at least stay in place. WHAT A MESS! In the morning, we found the kids just sleeping on the vinyl with the sheets all at the bottom of the bed. Yuck!
- Official Description (provided by the hotel):
- From the moment you arrive at the Great Wolf Lodge, expect to be amazed and amused. Situated close to awe-inspiring Niagara Falls, the entire Lodge is designed to capture the spirit of adventure and the atmosphere of the great Northwood's. The Northern theme inspires everything from the spectacular stone fireplace and timber in the five-story Grand Lobby to the cabin-like comfort and decor of our all-suite guest rooms. The Lodge features an indoor/outdoor waterpark of over 100,000 square-feet; an 18-hole interactive miniature golf course; Ten Paw Bowling Alley; our 7,000 sq. Ft. Northern Lights Arcade, including a ticket redemption center; MagiQuest, interactive adventure game; Elements Spa & Salon and Scoops Kid Spa. Five themed restaurants, including a confectionary cafe and Northwood's Pizza. We assure your stay will be a howling great time! ... more less
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- Also Known As:
- Great Wolf Hotel Niagara Falls
- Great Wolf Niagara Falls
- Great Wolf Lodge Niagara Falls