Great Wolf Lodge Illinois

Horrible Front desk staff I am writing to formally express my deep disappointment with the service I received at Great Wolf Lodge in Gurnee, Illinois. My recent stay was overshadowed by an experience at the front desk that was not only unprofessional but also completely unacceptable for a hospitality establishment of your caliber. I made a reservation for a one-night stay and paid $130 through Apple Pay, which your booking system accepted without issue. However, upon arrival for check-in, I was told that my reservation could not be honored because it had been paid with Apple Pay—despite the fact that your system processed the payment and provided me with a confirmed reservation. The front desk staff then refused to issue a refund for the payment, stating that it was not possible due to the payment method. This forced me to pay a second time, using my debit card, in order to check in for the room I had already paid for. If I had not had additional funds available, my daughter and I would have been left without a room, during a visit that was meant to celebrate a birthday. The lack of assistance, flexibility, or accountability offered by staff during this situation was extremely troubling. As someone who travels frequently, I have never encountered a hotel that allows a payment method online but refuses to honor it at check-in, nor one that places the financial burden of its own system errors onto the guest. The front desk staff displayed no clear understanding of policy, no effort to problem-solve, and no regard for customer experience. This experience has left me questioning the professionalism and internal communication at this location, and it has significantly damaged my trust in Great Wolf Lodge.

BED BUGS and terrible customer service I was there for three days and wound up with multiple bed bug bites, including on my face. Before I left, they took photos of my bites and said they’d “be in touch.” I’ve had to be the one to contact them, multiple times over the months since my stay, had multiple tickets opened with my issue, only to have them all closed with no resolution. I would expect at the very least that they would give me even a partial refund for my stay, since it was miserable and the cost of treating not only my bites, but all of my luggage so I didn’t infest my home, was not insignificant. The customer service with this was abysmal. The facility was also worn out and dirty. I would not recommend staying here, and would actively warn against it. The bites I got lasted for weeks and the itchiness was beyond belief. I’ve never stayed in such a dirty place and gotten such horrible customer service about such a serious issue like bed bugs.

Unreasonable parking fee Why do we have to pay for parking for $20 per day if you’re already paying for your stay? Who pays for parking in the suburbs?????

Not great wolf it's a grat wolf off Took my son and his friends for his birthday 11)07/2025. Was a dream bday wish for him. Since I am a single mom. Room super cheap not up to date. Legit one picture in room of a bear. Pull closet door in bathroom. No furniture in room or main hallway by elevators. Everything over priced. No big slides. Only 5 adult, teen slides. Meant for little kids. Overpriced hype junk. Whole resort meant to sell u junk. Rooms suck. Holiday inn Express is better. Hidden room charges that dont get reimbursed to your debit card for a week after check out. They said valet arking and u can't leave after arrival unless u pay $19 each time for parking. So I buy meal vouchers come to find out no valet and u can leave. Scams stay away it's a junk vcay

Keep it simple and enjoy This is a great value. Everything is in one place, lots of reasonably priced activities for kids. My daughter and I keep it pretty simple, water park, rope obstacle, arcade and pizza. Some negative reviews here are just people complaining about spending too much at the bar. Keep it simple and you'll have a great time.