Great Wolf Lodge unethical business practices

Great Wolf Lodge is guilty of unethical business practices and strange policies. Customers beware!

Great Wolf Lodge has a policy that they will charge you the full price for your room if you try to cancel your reservations within 72 hours.

I was never told about this policy. Our reservations were 4 PM Check in on July 18.

Today, July 16th, I tried five times to cancel my reservations. I started the process at 9 AM. I called the toll free number of (1-800-913-9653). When the Reservationists found out that I wanted to cancel my reservations and I was not planning on rescheduling, she told me that I would be charged the full amount for my room rentals approx $ 698.00 for two rooms. When I told her that I would not pay that and I was not told about the no cancellation fee, my call was mysteriously disconnected. I never raised my voice; I never traded insults or used profanity. This was a mature and professional call a customer who was trying to cancel my reservations. The mysterious and strange behavior continued.

I call the 800 number again and no one answered. So I call the local 411 number for information and got the number to the Lodge at Kings Island, Mason, Ohio. Again, no one answered the first time I called. This could be some kind of unfortunate coincidence.

On the 3rd call, I was again mysteriously disconnected, after telling a reservationists named Judy that I did not know about the cancellation policy. The receptionist said all calls are recorded, I asked her if they could be accessed to verify that I was not told about this policy. The call then ended.

On the 4th call, I again talked to another woman in reservations and was asked to hold. After 10 minutes on hold, I was disconnected from the call again.

On the 5th call, I talk to Kim at the front desk. I told her about the problems with the phone system and voiced my grievance with her. She agreed to cancel my reservations, but she was going to charge me $25 per room, (a total of $ 50), for cancellation. I told her that I did not agree to this and knew nothing about any cancellation policy by Great Wolf Lodge. Kim said she would not charge me anything for my cancellation. The time was 10:05 AM when I was done. Almost 55 minutes; and five phone calls; Kim was the only associate of this organization who listen to my complaint and resolved it in a professional manner.

I will not do business with these people again. They cannot be trusted. Very shady and questionable business practices.

Great Wolf Lodge unethical business practices

Everything is very plainly spelled out on their web site, FYI. Did you specifically ASK what the cancellation fee%26#39;s were?

Great Wolf Lodge unethical business practices

Why post this both on the Michigan and Ohio TA forums? Where specifically did you have your reservations?

I can appreciate your frustrations as I have had similar situations with other companies ( not hotels). I guess for your own sanity in the future it will be a good idea to ask when making your reservation what the cancellation policy is. I have been known to end the reservation process immediately when I find out they have an unfavorable policy. After making a reservation, I usually make note in my records what the policy is, that way there will be no surprises. If I DO need to cancel then I make sure to do it within their time frame.

The cancellation policy, as stated (before 72 hrs, $25 fee, within 72 full charge), is spelled out in their web site as well as in the confirmation. Cancellations can be made on line, so why call?

Nothing shady. It%26#39;s a business practice that is common in all reservations for resorts and hotels.