It's a shame that Great Wolf won't put just a little more money into maintenance/upkeep and a little more attention/concern about room cleanliness. They charge enough for *everything* that they should be able to do so and then some. Low cost easy fixes for them to do, but if you read reviews and talk with other people that have stayed there, these are the consistent complaints at this facility and they don't seem concerned. There is potential here for greatness, but there is a 'do the absolute least to get by while squeezing the customer for every last cent we can possibly get out of them' attitude here that keeps it from it.
We stayed for a Saturday night. It seems as if they put the money into the initial investment of making the hotel/resort back when it opened and then have put as little money as possible into it. Hotel room furniture is worn and scratched up, ready for replacement. The blankets on the beds in our room had holes and rips in them, and one had what appeared to be dried egg on it. There was trash on the floor from the previous occupants when we entered, and two bugs in the bathtub. In December. Water pressure in the shower was low. The vending machines on three of the four floors in our wing were out of order! When calling the front desk about this, guest services flippantly told us to go walk around trying vending machines in other wings of the hotel. My husband finally returned with a soda about twenty minutes after leaving the room and a wild goose chase around the resort. Ridiculous.
Prices are insane, but that is to be expected. <b>What was not expected was the lack of detail in cleanliness and maintenance for such prices. </b> If prices would have been lower, I would have rated the experience slightly higher, but if you are going to charge like this you owe it to the customer to be at the top of your game.
The water park is nice and the life guards do a nice job. Chlorine fumes and the heat of the water park will nearly knock you over, but again, this is an indoor water park and that's probably to be expected. Bought (insanely overpriced, but that's to be expected) swimwear at the swim shop, had trouble finding much if anything in my young daughter's size, spent lots of time looking but never once was offered help finding something by the staff even though we were the only customers inside and were discussing how difficult it was to find something in her size very loudly with each other the entire time we were there.
Icee machine at the waterpark was broken and they had trouble figuring out how to make smoothies. Waited in line a long time to find out they couldn't do Icees...put up a sign, folks. Left and went to the sweet shop bakery to try the numerous variety Coke machine...that was also not working properly, so bought a tiny apple juice for about 2.50 and left :-(
Breakfast at the Loose Moose was not worth it on Sunday morning. Over an hour's wait (for an all-buffet breakfast) with lots of empty clean tables sitting vacant while we waited. Went to the gift shop while waiting and when an employee overheard us discussing the ridiculous wait and empty tables, they suggested we go to Frische's nearby instead. We should have taken that suggestion but we figured surely it wouldn't take that long with those tables sitting empty...but think again! Good thing hubby checked on how they were coming with the wait list, as they were supposed to call us on our cell phone as we'd already had to check out of the room and when he arrived, they were dialing our hotel room...even with our cell number right there with a note to call it. Food was fine. Waitress brought beverages and the juice/milk came in tiny glasses that looked child-sized. When my husband asked for an adult size refill, he was told that this was what they were to serve the milk/juice in, and that refills on those tiny things would be 2.50 each...jeez. They would charge extra here to breathe the air if they could get away with it. Which again, is fine if you can back it up with a top notch experience, with everything in order (maintenance) and top notch cleanliness in the rooms and non-ripped, clean blankets. If you're going to do it like this, lower prices. If you're going to keep this kind of pricing, step it up a notch and give the people what they're paying for.
It was 'okay' but honestly disappointing. Expected this place to bring its A game and that did not happen. I think the lady that visited this place on Undercover Boss should have went as a customer and not as an employee; she would have learned a lot more. We would have loved to have had her with us during our visit, she would have flipped out about how easy this stuff would be to fix with just a little TLC. Not even expensive fixes. Come on, guys.
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- Also Known As:
- Great Wolf Hotel Mason
- Great Wolf Resort
- Great Wolf Lodge Mason, Ohio