My wife and I have two children and we thought it would be a good idea to stay a night at a local hotel to get out of the house and have some activities for our children. We stayed one night at Great Wolf Lodge in Grapevine on Saturday March 15th. The entire experience was a nightmare beginning the very minute we drove up to check in the hotel. The check in time for this hotel is 4:00pm (what kind of hotel doesn't allow guest to check into their room until 4:00pm?). At any rate, we knew this time per the website but thought we could get there a little early around 1:30pm and use the water park services as advertised. When we pulled up to the hotel, we waited outside our car for 20 minutes until someone actually came up to the car to valet the car. The valet/bellman did not offer to take our bags. When they gave me a ticket to take the car I asked the valet if we could get help with our bags and he simply said to take our bags to the bellman desk and we could check them in their. The only problem is the bellman desk is "inside" the hotel and we have two children and a bag for everyone. Picture carrying two children and five bags through two heavy doors (and nobody to hold the doors for you). Nightmare #1. Grade for Valet/Bellman services a solid "F". We should have turned around and went home at that very moment. We finally checked our bags at the bellman desk and then saw the line to check in the hotel was 50 people deep so we thought it a better idea to grab lunch on their 4th floor. I asked for some coffee at lunch which they did not serve since the waitress said their "coffee machine" was broken so I had to go downstairs to buy an expensive starbucks. Now after lunch we thought it a good idea to attempt to check into the hotel hoping the line would be better by now but the line was still incredibly long. So I stood in line for a half hour while my wife played zone defense with our two children making sure they stayed in sight. They checked us in without assigning a room number and said the hotel would call when the room was ready around 4:00pm . By this time it was about 3:00pm so we had an hour before the room was to be ready. The hotel was so crowded we could not find a place to sit for a half hour. I gave the bellman my ticket to try to retrieve our bags so I could get my sons swimming truncks to go swimming and waited about 20 minutes. I finally gave up waiting and told them to forget about getting our bags for the time being (service was horrible). The people who work there have zero direction or awareness for what's going on around them. We decided to wait it out until the room was ready. Sure enough the hotel called us to give us a room number and we attempted to go to our hotel room on the 7th floor. Now we had to wait for the elevator which took about 15 minutes to get an elevator given the crowds. Now we had booked a "Whirlpool" jacuzzi suite which is a big room with a jacuzzi. My thought was that worst case my wife can I can relax in a nice room with a jacuzzi. We called the front desk and gave them our ticket number to bring up our bags from the bellman desk. We waited 20 minutes with no bags then called them again. 30 minutes from the first time I called finally the bags arrived (how the heck does it take 30 minutes to deliver our bags?). So we lost 45 minutes between waiting for the elevator and bags to be brought up to the room. We finally got changed and went to the indoor water park which was a mad house. I'm shocked you can let that many people in one place without violating fire safety or some kind of laws/zoning, it was jam packed. We had a hard time getting around it was so crowded and their were long lines for everything. After about an hour of dealing with the huge crowds we decided to go back to our hotel room and hop in the jacuzzi and call it quits. Only problem now was that we could not get the jacuzzi in our room to work. We filled up the tub and that was that. Talk about false advertising. At that point we just wanted to call it quits and order some room service. Well wouldn't you know, this hotel doesn't do room service other than pizza to go. So we packed up the kids and went downstairs to the cafeteria dealing with the insane wait for the elevator again. After dinner, we got to enjoy another 15 minute wait for an elevator back up to our room. We just couldn't do anything it was so crazy crowded. Later that evening my wife wanted a snack so I walked seven flights of stairs rather than deal with the elevator wait again. That evening it was so loud in our hallway our kids kept waking up every half hour or so and none of us got any sleep. The next morning, my wife and I looked at each other and at the same time said to each other lets get the heck out of here. Since the bellman service took forever I did not want to risk another 30 minute wait to have them come upstairs to get our bags (way too risky). We just wanted to get out of there to go to church. Around 9:00am, we took our bags with us and went downstairs to the cafeteria for buffet style breakfast. After breakfast I gave my valet ticket for the car valet to get our car. They said it would only take about 5 minutes. So my wife and I waited by the door (it was cold and windy outside and our kids were freezing waiting by the door). Sure enough, it took the valet 20 minutes to get our car. Again, they let my wife and I and every other customer trying to get in and out of the hotel fend for ourselves and open our own doors carrying bags in one hand and kids in the other. To make matters worse, we paid over $650 for this one day of misery. We were so happy to finally get out of there. Overpriced, terrible customer service and false advertising are a few comments that come to mind when we reflect on our Great Wolf lodge nightmare experience. This is the first time I've ever written a review for a hotel and we are the last people to complain or be harsh. Our experience there was truly awful.
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- Also Known As:
- Great Wolf Hotel Grapevine
- Great Wolf Resort