***Warning*** Do NOT come here and expect to use a debit card OR cash. That is NOT allowed at Great Wolf, and they do not tell you that online. If you do not have a fee based or interest based credit card (not a visa or master card debit card attached to your bank account), you will NOT be able to spend money at this resort!
You will not be allowed to have any debit card attached to your room for incidentals for your room. You cannot order movies, or make phone calls in or out. You cannot charge your water park bracelets for your children, and you cannot even use the vending machines to get a coke and a bag of chips without a credit card!!
Even the vending machines do not accept real money, coins or dollar bills to get a can of soda in the middle of the night.
Which is sad because we would have spent a lot more. We are a family that cut up credit cards years and years ago. We are frugal and only use debit cards and cash. But arriving to check in here and being told our money is not welcome unless it came on loan from American Express, etc. was a slap in the face. But that was just the beginning of the defective management policies running the Great Wolf lodge.
This experience started poorly when we first walked into the door to check in. The facility is magnificent and beautiful. The kids were amazed to be here. But the front desk staff and management were downright rude and unhelpful from the get go. I was not made to feel welcome, I was made to feel like I was a bother to them. Let me explain....
I reserved the room online. There was a deal I got from signing up for the Great Wolf newsletter. Not a third party groupon on other special deal. I got the deal from Great Wolf itself. Everything with the online reservation went great. We were so excited. At the end of my reservation and deposit, the online system asked me if I wanted to upgrade my room IF it was available to upgrade at check in. I was not sure.
The online reservation website said I could check all possible upgrade options (there were four) and they would tell me what was available at check in. I would not know what was available until I checked in. The online system said there was no risk and I was NOT obligated to accept the upgrade if one was available, but that was a lie.
Now after my online reservation, I got an email with the original reservation for our Great Wolf stay, and there were NO upgrades mentioned or accepted. TWO different emails that were a month apart. Yet when I arrived the clerk insisted I had accepted a very pricy upgrade for the Grizzly Bear suite that was much too big for our tiny family.
The management here told me a different story than what I had read online, and insisted I was accepting an upgrade when I checked the options online for possible upgrades. If I had known that, I would have NEVER done it! She was rude and chastised me for declining the most expensive upgrade choice that was available!! A suite with many bedrooms and a full kitchen at a price I could not afford.
I had no idea that was going to happen until we checked in. The clerk and her manager told me this was the ONLY time she would put me back in the room because she just so happened to have my original room available. Despite the fact that my confirmation email did not make any mention of an upgrade! TWO confirmation emails a month apart!
She rudely told me the next time she would not put us back into the room we reserved and confirmed, and next time she would force us to accepting and paying for the upgrade. She said the next time the online system gave me options of different upgrades to review when we checked in, she would not be so nice. She would force us into HER choice of upgrade, and I would be on the hook for the price. Well ok lady, there wont be a next time. The Gaylord Texan will get our business.
The next slap in the face was that she told me I could not pay for our stay with a debit card!! They only accepted fee/interest based credit cards. It is against the policies of Great Wolf to accept Visa or Mastercards that are attached directly to your bank account. She would let me pay with the debit card that I reserved the room with, but that was all. I could not believe that my money was not welcome at Great Wolf.
I paid for our room online with no problem with our Mastercard Debit Card. But I was shocked that it would not work in person. If I had know that was going to be an issue, I am not sure I would have come here. It has made our stay very difficult, and we cannot use any of the facilities because we dont use regular credit cards. That notification needs to be online, so people can decide what to do to make their stay easier.
So our second night here, we decided to order pizza from a local pizza hut. The food prices at Great Wolf are excessively expensive, and the debit card debacle at the front desk made it too hard to spend money here.
Our pizza hut told us they would call when they got to the front desk, so we could go get the pizza and pay for it. We were happy to do it. However, our pizza was turned away by the front desk. The front desk said they tried to call the room to notify us. The phone never rang. And I believe it was because they turned off the phone service because there was no credit card attached to the room. One problem after another continued to cascade into a big deal.
We called pizza hut because we had no idea what had happened. And that is when we learned they sent our pizza away and never notified us. Even Pizza hut tried to call our room and could not get through. We were not told our room phone would not work at Great Wolf because we used debit cards to pay for everything. The management policies here made our stay horrible. What if a family emergency happened and our family could not call us?
The facility is beautiful. It is being managed horribly. It makes the guests feel very bad and the customer service is nonexistent. I was nothing more but a hassle to them, and unless they take a hard look at changing their policies, and improving the customer experience, I wont be back. And I hate to have to say that. The facility is almost magical. But management tarnishes the shine of the place and makes it not memorable or pleasurable.
I have a kid with medical issues and we travel here every two months to see specialists. I sometimes bring my family and we try to make it fun for our kids. I went back and forth between staying here or staying at the Gaylord Texan across the street. I wish I had made a different choice, but when we come in December, it wont be here.
I wanted this experience to be perfect and fun. But management policies were a bur under the saddle and it just kept getting worse until a huge problem erupted.
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- Also Known As:
- Great Wolf Hotel Grapevine
- Great Wolf Resort
- Great Wolf Lodge Grapevine Texas