2012-05-22 07:16:28
Great Wolf Lodge
100 Great Wolf Dr.
Grapevine, TX
If I could rate the Great Wolf Lodge zero stars, I would. Before you book at this place, think long and hard. Do you or your kids like to wake up in the middle of the night with bed bugs crawling on you and biting you? If so, then this just may be the place for you. My 13 yr. old son and over 100 other band students were "rewarded" with this trip as their end of school year trip! Almost ALL of them woke up in the middle of the night itching with bug bites or were covered in them the next morning. Even the band directors and chaperones suffered multiple bites! The next day, once my son returned home, I called the lodge’s concierge and he informed me that they would have an exterminator come to inspect the rooms to determine if they were, in fact, bed bugs. The reaction of the hotel staff was appalling. They are either cold, callous people or severely under trained. Either way, this is a bad situation. When a guest calls with this magnitude of problem, the staff should know exactly how to react and respond. The staff didn't. Which tells me The Great Wolf Lodge doesn't care enough about customer service to even train their staff - their customer service representatives. Odd for a business that is in the business of hospitality and customer service. I sent a letter to the Great Wolf Lodge's CEO (this is a publicly traded company). I sent courtesy copies to their Chief Operations Officer and the General manager of the Great Wolf Lodge to guarantee they saw my correspondence. In this letter I explained the events that unfolded, expressed my disappointment. Well, I have not heard a thing! Odd, you would think the CEO or the COO would care about something like this, at least enough to personally respond. After all, they are the leaders of a hospitality and customer service company. But then again, from my experience up to this point with Great Wolf Lodge, their response – or lack of response – was not unexpected. If you do end up staying at the Great Wolf Lodge in Grapevine, bring a flashlight to inspect the room in the dark before you bring in your belongings. Pull back the blankets and sheets, look in the cracks and crevices of the mattress, look under the pillows, look behind the pictures on the wall, look around the baseboards where the carpet meets the walls. The bed bugs will start to move if you shine light on them. Pull out the dresser drawers and look for red smears on the tracks. If you see the red smears that means the bed bugs have been in the room. From reading other reviews of the Great Wolf Lodge in other locations on the web, it's clear my bed bug experience is not unique. Good luck.
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