Great Wolf Lodge Gurnee

The pillows are terrible , and if you have an accident the save guardián come to take the report but other day nobody call you back and nobody care about you, my husband broke his toes and they just did report and nobody give to me paper , you pay a lot of money

I have been coming to this hotel since I was a little girl; it was Key Lime Cove then. For roughly 20 years, my family and I have vacationed here for a week, but now the manager has unjustly discriminated against me and my husband, not only because of my son’s disabilities—specifically autism—but also by allowing a child under age 10 to be in the pool area without adult supervision, which poses a risk. I will notify insurance, along with the Department of Business Regulations, about using disability as a reason for discrimination. After over 20 years as loyal customers, it is absurd to be banned on Mother’s Day with my autistic 10-year-old simply for not agreeing that my fiancé was banned due to "too much drama" surrounding my son’s autism. Best believe I've contacted state disability compliance and the business regulations officer to report the harassment from this hotel; everything has been recorded and documented as I pursue my studies to become a civil lawyer. It’s strange that I, being white, and my fiancé, who is mixed, faced issues, especially because it was acceptable for me to stay until I referenced the contract I paid for that night. I was allowed 2 guests for my room size.

This is genuinely the most confounding customer service nightmare I've experienced in years. I booked 4 single day passes via Groupon for the Great Wolf in Gurnee, IL, having just moved to the Chicago suburbs around a week or so ago. Moving has been stressful, we have a 5 and 3 year old who love water parks, and the Mason, OH location was always great when we'd drive out there (prior to our move). The location is fine. The layout isn't as functional as Mason, but my kids had a great time. What came AFTER was a nightmare. I was first charged an amusement tax -- something I've literally never heard of, but I didn't question it because I'm new to the state. Then, I get a second authorization notification of almost $1,000 charged against my card. I'm confused and question in what universe a pre authorization of $1,000 would ever be charged against a guest's card. I triple checked Groupon -- my four single day passes total $240 and that's already been paid and posted. I call into the Gurnee Great Wolf support line and that's where the real nightmare fuel starts. I went through a phone tree, I have a support person confirm that I was charged ~960 dollars and she doesn't know why, but she'd "put in a ticket" and they'd get back to me. Fun - "no," I say, "I need to get this resolved now. It's $1,000 dollars and I don't want this to hit my billing statement." She transfers me to "billing" -- oh wait, no, she transfers me TO THE SAME PHONE TREE I STARTED ON. So I got back to a support person. He says they'll put me through to the front desk of the actual location. I got back to the phone tree. I talk to a nicer guy who checks TWO systems and sees the charge, puts me on hold several times, and tells me he'll patch me through to the billing department... Literally, back to the same phone tree. Now I'm on with someone who has a 10 second delay and asks me if I'm still there every 2-3 seconds. She guarantees she'll transfer me to a real person. I've been on "hold" now after confirming the same information a 4th time, and it's just silence in the background. This is NOT worth it. I will NOT be going back unless I have some kind of remedy or recourse here. I have lots of fun videos and photos from today - this honestly makes me not want to post them because I don't want to encourage anyone else to deal with this. How on earth does someone "accidentally" charge someone almost a thousand dollars for absolutely no reason?

This resort charges over $250 a night plus $45 in hidden daily fees for resort and parking—only revealed at checkout. Everything is overpriced (a 20oz soda is $4), and the place is filthy. We saw used bandages, dirt, and hair in the water park, and a half-eaten pizza slice sat untouched for over a day. Locker rooms were gross, showers went cold quickly, and people were vaping indoors with no staff intervention. Our room was clean but smelled odd, and the shower screeched loudly. Housekeeping was the only highlight. For this price, guests deserve far better. The lack of cleanliness shows serious neglect—it shouldn’t take a health crisis to fix it.

The water park was great for our 4-year-old and baby grandchildren, but the two Grizzly Bear Suites which for one night cost almost $1800 with fees for the 9 of us, were disappointing. We were greeted after our afternoon in the water park by one bathroom in our suite with the jacuzzi panel resting on the floor (see photo) the other bathroom shower handle turning round and around without turning on any water. I contacted our concierge who had advised us about check-in, Willow, and a plumber arrived in about half an hour. He said the cartridge in the wall for the broken shower handle needed replacing. I started to wonder whether that shower could possibly have been cleaned since the last guest was there? Our balcony faced a noisy busy interstate so not very attractive. Carpeting and curtains were damaged also. Sadly, although we'd love to go again for family time, we are likely not to at that price.