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Mari T
Ruined vacation, fire evacuation, and atrocious customer service
Great Wolf Lodge Williamsburg的点评
点评：Our family's end-of-summer vacation at Great Wolf Lodge was completely ruined, and management's handling of the situation has been entirely unacceptable.
On September 3rd, the resort experienced a power outage followed by a fire, forcing a full building evacuation. While guests were eventually allowed back inside, there was still no power by 9:00 PM. With the facilities unusable and the situation unresolved, we had no choice but to pack up our kids and leave early. Because of the timing, we weren't able to experience anything at the resort other than the water park before the shutdown.
The aftermath has been a masterclass in terrible customer service:
• Weeks of silence: We waited nearly two weeks just to hear back from a manager.
• Insulting refund: The partial refund we finally received was a joke and did not fairly compensate us for a completely disrupted stay and having to evacuate.
• Zero accountability: Because we originally booked using a great deal, trying to rebook the trip now costs nearly $300 more. Great Wolf Lodge refused to comp our stay, honor our original rate, or do anything to genuinely make this right for our children.
They took our money, gave us a safety hazard and a ruined trip, and then hid behind poor communication and unfair compensation. We will not be returning. Avoid this resort if you expect management to care about customer safety or basic satisfaction.
On September 3rd, the resort experienced a power outage followed by a fire, forcing a full building evacuation. While guests were eventually allowed back inside, there was still no power by 9:00 PM. With the facilities unusable and the situation unresolved, we had no choice but to pack up our kids and leave early. Because of the timing, we weren't able to experience anything at the resort other than the water park before the shutdown.
The aftermath has been a masterclass in terrible customer service:
• Weeks of silence: We waited nearly two weeks just to hear back from a manager.
• Insulting refund: The partial refund we finally received was a joke and did not fairly compensate us for a completely disrupted stay and having to evacuate.
• Zero accountability: Because we originally booked using a great deal, trying to rebook the trip now costs nearly $300 more. Great Wolf Lodge refused to comp our stay, honor our original rate, or do anything to genuinely make this right for our children.
They took our money, gave us a safety hazard and a ruined trip, and then hid behind poor communication and unfair compensation. We will not be returning. Avoid this resort if you expect management to care about customer safety or basic satisfaction.
翻译：我们全家在大灰狼度假村度过的夏末假期彻底泡汤了，而管理层对这种情况的处理方式也完全不可接受。
9月3日，度假村发生停电，随后又起火，导致整栋大楼的客人不得不全部疏散。虽然后来客人被允许返回房间，但截至晚上9点仍无电可用。由于各项设施无法使用且问题迟迟得不到解决，我们别无选择，只能带着孩子提前离开。由于离开的时间实在不合适……在度假村关闭之前，除了水上乐园外，我们根本无法体验到其他任何设施。
事后处理过程简直就是糟糕客户服务的典型范例：
• 长达数周的沉默：我们等了将近两周才得到管理人员的回复。
• 敷衍了事的退款：最终收到的部分退款简直可笑至极，根本无法弥补我们因行程彻底打乱以及被迫撤离而遭受的损失。
• 毫无责任感：由于我们最初是以优惠价格预订的房间……现在试图重新预订行程，费用要多出近300美元。Great Wolf Lodge拒绝免费为我们提供住宿、维持原定价格，也拒绝采取任何措施来真正弥补我们孩子们的损失。
他们收了我们的钱，却给我们带来了安全隐患，毁了我们整个旅程；之后还以沟通不畅和不合理的补偿措施为借口来推脱责任。我们绝不会再光顾了。如果您希望酒店管理方能重视顾客的安全与基本满意度，那就千万别选择这家度假村。
9月3日，度假村发生停电，随后又起火，导致整栋大楼的客人不得不全部疏散。虽然后来客人被允许返回房间，但截至晚上9点仍无电可用。由于各项设施无法使用且问题迟迟得不到解决，我们别无选择，只能带着孩子提前离开。由于离开的时间实在不合适……在度假村关闭之前，除了水上乐园外，我们根本无法体验到其他任何设施。
事后处理过程简直就是糟糕客户服务的典型范例：
• 长达数周的沉默：我们等了将近两周才得到管理人员的回复。
• 敷衍了事的退款：最终收到的部分退款简直可笑至极，根本无法弥补我们因行程彻底打乱以及被迫撤离而遭受的损失。
• 毫无责任感：由于我们最初是以优惠价格预订的房间……现在试图重新预订行程，费用要多出近300美元。Great Wolf Lodge拒绝免费为我们提供住宿、维持原定价格，也拒绝采取任何措施来真正弥补我们孩子们的损失。
他们收了我们的钱，却给我们带来了安全隐患，毁了我们整个旅程；之后还以沟通不畅和不合理的补偿措施为借口来推脱责任。我们绝不会再光顾了。如果您希望酒店管理方能重视顾客的安全与基本满意度，那就千万别选择这家度假村。
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