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“ Customer Service Needs Serious Training”
Review of Great Wolf Lodge

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Great Wolf Lodge
Ranked #4 of 127 Hotels in Niagara Falls
Certificate of Excellence
Reviewed November 12, 2006

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!

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9  Thank BLUEBERRY123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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6,705 - 6,711 of 6,823 reviews

Reviewed November 4, 2006

Spent the weekend while attending a hockey tournament with two kids age 11 and 14, and the rest of the team. Got a great group rate. Check in was smooth but the lobby was packed with guests- its as if everyone had arrived at exactly the same time, rather odd experience for us as we have travelled quite a bit and haven't really seen this.
Water park simply outstanding- once the kids got there, we couldn't find them for two hours, so decided to enjoy the park without them- we had a blast. Rooms were very clean- but it is odd that the bathrooms do NOT have a sink/mirror in them- you must use the wet bar out in the room to wash your hands etc ( yuck!). This proved quite problematic when kids were asleep and we were up early and trying not to wake them- it is quite a challenge to put in and take out your contact lenses over the toilet ( used it as a shelf to put lens case on) as this was the only way to turn a light on without waking others. I know it it too late to add sinks in the bathrooms, but at least there should be a plug and mirror in the bathroom as it was impossible to dry your hair without waking everyone.
Our biggest complaint has to do with the dining options. Very limited. Buffet meals all that are available. Our first night we had the dinner buffet and were shocked to learn at the end of the meal that our 11 year old was priced the same as adults for the buffet- $20.99! This is ridiculous- as most 11 years olds had pizza and chicken fingers. Apparently this is the pricing for all children over the age of 10. We were not impressed and decided that it was more economically viable to eat our future dinners off site. The calibre of food in the buffet was quite poor. Some variety ( salads, meat, fish,pasta, pizza, chicken fingers and fries, soup, etc) just over cooked, dry, lacking in flavour-another reason to make alternate dinner arrangements. The buffet area was chaotic with kids of all ages running around. The hotel needs a "nice" dinner option for those who do not have younger children and are looking for a quieter option and would appreciate a full service menu.
Staff were helpful, accommodating and very patient as many guests were very young and incredibly excited to be there.
Our kids had a fantastic time.
We would go back, we just will plan not to have any meals there.

  • Stayed: November 2006, traveled with family
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4  Thank jlml
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 4, 2006

This lodge is absoutley beautiful, clean well thought out in accomodating families with crafts, events and the staff is very polite and helpful. The pool facilites is out of this world, so much fun and clean, we had a blast. The rooms were so cozy and clean and we loved that fact there was a balconey to sit out on at night to enjoy the summer breeze when everything else was closed for the night. We are coming back again just before Christmas for 2 nights now so we can have more time there and enjoy the falls, I would recommend this to anyone wanting to create fun memories with their kids. It is worth the money even if you have to pay a lttile more in the end. Thanks Greatwolf lodge!

  • Stayed: July 2006, traveled with family
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4  Thank Izzibella
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed October 29, 2006

Check-in: Straight forward and efficient. Lack of bell hops.

Rooms: Spacious, with new features and clean. Below average bed comfort. Beds should have been queens rather than doubles in the suites or elsewhere. Lousy mattresses.

Facilities: Grand Foyer attractive but crowded. Not enough elevators. Staff is courteous, however, room custodians loud and not respective of hotel environment. Expected more features to tie time over since the hotel is far from the main strip. After visiting the water park, not much else to do at night other than the arcade. I found security poor for the amount of children present. Secondary doors open to anyone. Key bracelets convenient.

Food: Fast food choices are not that bad for Fries, Burgers, Muffins, Pizza. The Buffet tried to put on a show, but a drive over to the main strips is well worth it. They need better sit down meal choices other than the buffet.

Waterpark: Impressive, especially for being indoors. Not enough choices for toddlers and infants. Theme seems to bypass this age bracket. Seating is minimal. Great choices for everyone else. Large hot tubs, wave pool was exciting, and lazy river comfortable. Air could have been a little warmer. Lighting is below average.

Overall: Good place to spend time with family. However, for the price, you expect much more in terms of venue and choices. The Fallsview Indoor water park could be a better option due to the variety of venues at walking distance and at a lower price.

  • Stayed: September 2006, traveled with family
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6  Thank Trotting
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed October 24, 2006

We just came back from the beginning of Haloween week at Great Wolf Lodge. It was a blast, they were very well organized with the spooky stories and Haloween activities. We thoroughly exhausted ourselves having so much fun.

Jessie, Toronto ON.

Stayed: October 2006
1  Thank JessieinToront
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed October 22, 2006

My husband and I took our two kids (ages 9 & 12) to Great Wolf for a one night getaway. We arrived at 3pm on Saturday and checked-in with no problem. We immediately put on our bathingsuits & headed straight for the water park. It was busy but not packed. We waited 10-15 minutes in line for each ride. By 6pm the water park had emptied out & you could walk onto any ride. Our favourite ride was Niagara Rapids. If you are with family or friends, the wholly mamouth is a great group ride. There are a variety of slides & rides as well as a wave pool & hot tub. Snacks are available inside the park. The no key wristband is a fantastic invention. You don't need to worry about losing your room key. The wristband opens your door, your pool locker and you can also use it to charge any food. We left the resort for dinner. The "barffet" was the only restaurant open and we were not impressed with the selection. We returned by 8ish and let the kids play in the arcade for an hour. They enjoyed the games but the prizes that you can claim with your winning tickets were very lame and cheap. A good network time killer. We enjoyed our Kids Cabin room. The room is very spacious and very clean. We loved the gas fireplace at night. It made the room very toasty. My kids loved having their own cabin to sleep in. It's a great family set up. You can bring your own food as there is an empty bar fridge and microwave as well as a table to eat at. The park opens at 8:30am and my kids were back in the water. This is a great time to go to the water park as it is very quiet until 10am. They hotel is very strict on checkout. No extensions. We were out by 11am as instructed. We would go back again and highly recommend this resort to our family and friends. There is a great Kids Club for younger kids to enjoy as well as story time and a pj party for kids only ($25.00) on Friday & Saturday nights. They allow parents to leave the property and have an adults only quiet dinner for 2. ENJOY!!!!!

  • Stayed: October 2006, traveled with family
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8  Thank RHimelfarb
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed October 14, 2006

We were originally staying for one night, but our two boys age 12 and 5 loved it so much, we stayed for three! We stayed in a family suite with two double beds and a sleeper sofa in a partially divided living area. There is a microwave and decent sized fridge. The bathroom is small, but very clean, and nicely decorated. Room was spacious and clean, just right for our family of 4. Housekeeping was prompt, efficient, and friendly.

The water park is awesome! A great time had by all, even my husband who does not swim enjoyed it. All of the slides empty into 2.5 feet or less of water. The water coaster was as good as the website says. The family Grizzly run raft ride was great, even our 5 year old loved it. He started out a little nervous of the water at first, at the small kiddie slides, but eventually ended up at the body slides with his older brother, and on family rides with mom and dad! The wave pool is really nice, and well guarded. Hot tubs were great, large, very clean. They have 3, one for families, two for adults only. We enjoyed the lazy river many times. The only downside, is that they never seemed to have enough tubes to go around, so you had to hoard yours, or wait for one. People were not very good at sharing. The staff did not bring out additional tubes, either.

The hotel itself is geared towards kids. They have a lodge theme, with talking animals, a great story time and animatronics show every night, and the cub club activities kept my 5 year old very happy and busy. They offer a wide variety of arts and crafts. Arts and crafts were $3-$8, and some were free.

The food was okay. Pricey. A little bland. There is a Pizza Hut, which was good. The buffet was pricey, not very good service, or quality of food for the money. They advertise two restaurants, the Shanty and the Grill, they are really one, two separate seating areas, sharing the same buffet. I would take advantage of the fridge in the room, bring breakfast and lunch with you, and eat in the room to save money, you're not missing anything.

They do have a nice snack bar in the water park with french fries, pizza, burgers, which was reasonably priced, with decent food.

The gym was nice, clean, adequately equipped.

Arcade was fun, average.

Customer service was average.

The spa looked great, didn't visit, though. A little pricey as well.

We went to the other areas near the falls to have dinner, many choices, better food, similar pricing.

We got a great rate for our room, and they discounted it even further when we extended our stay.

Overall, loved the resort, enjoyed our stay, will go again! Highly recommend it for families, but would not recommend for anyone expecting something of the Vegas or Disney quality level.

  • Stayed: October 2006, traveled with family
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10  Thank buffalogirl18
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Great Wolf Lodge

Address: 3950 Victoria Avenue, Niagara Falls, Ontario L2E 7M8, Canada
Phone Number:
Location: Canada > Ontario > Niagara Falls
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Spa Hotel in Niagara Falls
#5 Family Hotel in Niagara Falls
#14 Business Hotel in Niagara Falls
Price Range: $225 - $478 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Great Wolf Lodge 3.5*
Number of rooms: 406
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

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