Great Wolf Lodge
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Historical Traveler Reviews Great Wolf Lodge Scotrun
Not worth it- bad management,bad customer service
This hotel is not managed well! At check in I was told that they didn't have the room I reserved. After complaining and demanding to speak with a manager I was finally offered an upgrade. The room was nice and roomy. The decor in the hotel is beautiful. The hotel hallways didn't seem to have any heat on which is very cold when going back to your room after the waterpark. The waterpark was nice but in the three days that I was there it had broken slides, no lazy river due to not enough lifeguards and one day the water was freezing. We were told the heater broke. The restaurant is awful. We had to wait a long time to get a table when there were open tables all over. The staff seemed overwhelmed. The food was very bland and several of the people in my group had stomache problems after eating. The management in the hotel didn't seem to care. It seemed as though they had so many people complaining that they weren't even listening to the problems and were just give people vouchers for money off the rooms. I personally would have rather had them fix the problems. Even at the reduced rate I wound up paying it was not worth it. In my opinion this hotel is managed very badly. I hope after time they will do a better job taking care of the customers if not they won't make it. For the service they offer now it is not worth it to go there.
Lots of Problems and Stress
Some of the problems:
-Check in took 1 hour and there were ONLY 4 families in front of us!!!!!! 2 of the families in front of us were told their rooms were not ready and it was after 5 p.m. The clerks spoke to each family for 20 minutes, for us check in took less than 10 minutes and thankfully our room was ready.
-In our room there was just 1 plastic cup, a dirty table, used soap on the tub, no toiletries and no bath towels. I ran down the maid in the hall to ask for soap and she told me the entire hotel was out of bath towels (the water park had many giant bins of clean swimming towels refilled through out both days we were there- so I can not understand the problem). We were told bath towels would arrive soon and they never did or our entire stay.
-The restaurant had a limited menu with none of the fun desserts mentioned on the website. Our waitress was crabby and rude. The children's meals we received were cold and the grilled cheese was not cooked.
-The lazy river was closed in the water park for 2 days with no explanation given.
-the cub club was not inviting. We were not greeted or made to feel welcome. We were never asked to sign up for some kids club as their web site implies. We has to ask what craft they had, we were told it was a Willie craft, then we had to ask what is the Willie craft, we were told to look on the wall ( the wall had about 15 different crafts on it), we had to ask which one is the Willie craft, we were told to look around on the tables (we still didn't know what it was), we were told each craft was $5.00 and shown the plastic bags (they were just 75 cents of foam pieces) then told t-shirts were $15 each. We left and did not return.
-the lifeguard in the small children's swimming area had a red and white pole he would fill with water and dump on unsuspecting children. My 3 year old refused to go in the only area especially for him because this lifeguard was scaring him
Lots of Pros, Lots of Cons
Ok, we stayed here Nov. 12 and checked out on the 14th. Where do I begin????
As other reviewers have stated, the check in was a disaster. This place clearly was overwhelmed, overbooked and under staffed!!!!! We waited on a LONG line for "pre-registration" and were told to come back "some time after 4:00" for a key. We got into our room finally around 5:45. We did use the water park during the time we waited. My boys, ages 6 and 4, had a BLAST.
Our room was spacious and clean. We had a Wolf Den, which was larger than we're used to in a hotel. I peeked into a Kids Camp and Kids Cabin and those were even better. However -- our room was on the water park level, room 1051 to be exact. We were very close to the arcade and right across from the Cub Club. If you like to be right next to everything, this is the spot for you. But we had an odor wafting into our room that was disgusting!!! We first blamed it on the kids passing gas, but then realized that wasn't the case. ;) Upon driving up the winding road to the place, we smelled something. I think there is a sewage treatment plant on the property and our room faced it. Although you can't see it from the room, the wind was definitely blowing our way. It was gross. We never did get housekeeping, although we left the room plenty of times without the do not disturb sign on. The plasma TV in the kids room is great for the kid on the top bunk, but the poor kid on the bottom gets ripped off because with the plasma you have to be pretty much dead on to see it. My son on the bottom got to see blue silhouettes.
The breakfast buffet was average. But please!!!! The plates were really hot, which would imply they just came out of the dishwasher, right? Well, most of the plates still had food on them. That was also gross. It's not rocket science people; clean the dishes the right way.
The water park was great for the kids. Our first day there was really crowded, there were no towels until the end of the day. I never once saw anyone cleaning up the place. Not one towel was picked up. By the end of the day, it looked like a tsunami hit the place. The lines weren't too bad. Especially in the later hours. We went back one night at about 7:00 and went on everything without a problem. But here's a tip: BEWARE . . . . I would recommend wearing water shoes. I wasn't enforcing this with my family until I spotted a smear of poop on the floor by the wave pool. This is how people get sick. If someone walked through that and into the wave pool . . . . . . need I say more? There really should be people on duty to just scan the area for that sort of thing, since that can cause really bad illness. I did track someone down, quite by coincidence. It was the only time I saw someone walking around with rubber gloves and looked like she might be in the position to clean such a mess up, and that she did, within minutes she was back on the scene cleaning it up.
The restaurant clearly cannot handle all the people staying at the hotel. I don't know what the corporate people here were thinking!!!! They have 5 other locations; you can't tell me a grand opening is new to them.
They really need to work out the kinks, or should not have opened so soon. They were obviously under staffed when it came to housekeeping. We called for some extra sheets and a soft blanket, never came. Called an hour later, a new voice says "I don't have you on the list." A few minutes later there was a knock on the door with two people who were obviously overwhelmed but very accommodating and friendly. I should have gotten their names. We had our request soon thereafter.
Overall, the kids had such a good time. In my opinion, two nights is plenty. Afterall, not even the kids can spend 12 hours a day in the water park and there's not much else to do. Might go back, but would like to know they've ironed out the wrinkles first!
Major Probles Beware
Beware - this new hotel has to work out major operating problems!
Overall on a scale of 10 with 10 being excellent, the water park is an 8 but the hotel rates a 1. Specifically the hotel is ridiculously understaffed.
We arrived Thursday at 3:45 in the afternoon and stood on line at the registration desk until 5:30.
When it was our turn to check in we learned (like almost everyone before us) that our room had not had housekeeping and was not ready for check in. After another hour and a half hanging around the very crowded lobby with a few hundred other mad guests we we're assigned a room a little after 7:00.
At 7:00, I went up to the front desk again and said I was leaving and wanted a refund of my deposit ($450). The General Manager (Dale) came over, took $100 a night off the room rate and I got a room then (but only after threatening to leave).
Now the bigger issues started and that's was with housekeeping. I ordered a Majestic Suite which was $479 a night. At check in, the microwave oven had the last guest's plate and foodstuffs in it. The coffee maker was filled with water and a used filter packet - yuk.
I realized after my 6 year old wet the bed, that the next night the damp sheets we're still on the bed. The covers had been tucked over the dirty sheet. We didn't get clean linen that night or during our 3 night stay. I could not get an answer from the staff what the policy is on changing linens. I believe they do not do it every day and they should state that plainly (OMG it was $479 a night!). On the second night of our stay we spilled some popcorn by the couch which stayed there for about 36 hours and was there when we left. Good luck trying to get a housekeeping supervisor - we spoke to 2 who nicely did nothing. The hallways in the common areas we're also pretty bad but nothing like the room.
The food quality and size of the restaurant is another issue. You'll quickly find out the wait at lunch climbs to 90 minutes or more between 12 and 2. Breakfast and dinner we're the same during peak times. The reason is obvious the first time you eat there. The dinning room is much too small for a hotel that size. The tables are packed closely together and there is not enough staff.
Since breakfast and dinner are buffet style if you are not in a booth be prepared to be repeatedly hit by people trying to get through the small dinning room to the buffet.
A perfect example of lack of staff was the line for omelets at breakfast (I counted 20 people waiting and just one guy working 3 pans). We ate 2 meals there and then had to drive around the area for alternatives.
As to food quality - it's strictly cafeteria mediocre. My wife joked that at least they didn't make you pay for it by offering an American plan. Unfortunately the close local restaurants are getting so much runoff they were pretty crowded too.
Every guest we spoke to during our stay told us some horror story. The upshot is people we're getting discounts all over the places as the desperate employees had to do something to calm people down.
As for the water park, if you over 13 it's going to get boring fast. It was clean in the morning and covered in soggy foodstuffs and used towels by late afternoon. During my entire stay I never saw any cleaning going on during operating hours (and it needed it badly). It did seem clean first thing in the morning. On Sunday parts of the park we're closed since there were not enough life guards. I could go on and on...
I drafted this posting for a letter to the Company's president, but I'm not sure I care enough to send it. As you probably can guess, I'm not running back. The kids loved the place and I was happy with that. My wife liked the Spa. Most of the employees were calm and understanding - I really felt bad for them - I hope they don't get paid with a lot of stock options!
Kids had Fun, But the resort needs to work out the kinks!!! Big time!!!
What can I say, our check in set the tone for our stay. We walked in to a one hour wait and then were informed we had to come back to get our key at 4:00. When my husband went back to get the key, after the day in the water park, he had to wait another hour, only to be told our room was not ready and they could not find our name or our pre-check in. This was at 5:00pm. Rooms were suppose to be ready at 4:00pm. We finally got into our room at 5:30. There was a room full of people in the same situation as us. Poor organization I would say. I was looking forward to a shower at this point but was disappointed to discover the lack of hot water.
On a positive note, the staff recognized the problem and reduced our bill by half and gave us $100 in resort money to spend. Our check out was extended on the day of departure so we could use the park and shower in our room. The rooms were clean and spacious and the kids loved the water park. The park itself was run very well. Lines were well managed and we did not have to wait a long time for anything. The locker rooms however were awful. People are using the locker rooms to shower when they check out and I did not see anyone clean them all day. Thank god we did not have to shower there. There needs to be an attendant cleaning the bathrooms all day, especially at the prices they charge.
We had a good time but this is no luxury resort if that is what you are looking for. I assume everything will run more smoothly once they have been open longer, although as the property ages unless better attention is paid, the rooms will show there wear pretty quickly with the volume of kids and the water from the water park.
Bottom Line, kids had fun but won't rush back.
Beware of the Poconos in winter!
Seeing as I live about 5 miles from the Great Wolf Lodge, I thought I'd give you a bit of background. It is the first resort built here in 20 years and there is not much here for the kids to do in winter unless you ski. The Poconos is experiencing a bit of a revival but don't expect too much. If you are here in the summer, the other "big thing" to do is, ironically enough, another waterpark. Camelbeach is the waterpark in summer, in winter it becomes Camelback the Ski Resort. The bulk of our "entertainment" is nature-based like hiking and fishing. Our other activities are very small-townish like community theater, art shows, flea markets and the like. We are famous for the Pocono Raceway...or should I say "infamous"! Most of us have a love/hate relationship with the race fans (I am squarely in the HATE corner) because the highway is often re-routed to make all lanes go one way to facilitate race traffic. Also, and I mean all due offense to those responsible, the race and the Poconos in general seem to attract a lot of rude people that can't seem to grasp that we are small town people....not Manhattanites! This is not NYC so don't come and expect 4 star restaurants and designer stores! Please come here and see the mountains, the leaves, the villages, the deer that we can't get rid of...eat at our restaurants, too. You won't get Nobu but you might like meeting the locals...and they are often add more flavor to your meal than a celebrity chef would!
Be Prepared To Wait
We drove 2 hours to get to the resort, so excited that there was no traffic. Who would have thought we would spend more than 2 hours on line waiting for a room! And then we were told there were no rooms available at 7pm. No one could offer us a reason why no room was available.We were told to wait off on the side and not leave the desk area because when a room became available it would go the next person at the checkin counter and not us if we walked away. This is a huge beautiful new resort. I can't imagine how this could be their check-in policy. In all my travels nothing could have ever prepared me for this experience.
We never ate meals at resort because we were already prepared by other guests about the extremely long waits. We did get ice cream, coffee and pizza in the cafe without any problems.
We stayed in a KidCabin Suite and it was very nice. Obviously very clean because it was new but also very spacious and good for a family. The only problem in our room was that the mattresses in the bunk beds are covered in a vinyl material. Very uncomfortable(hot, slippery) and the sheets didn't stay on the bed.
The best part of the whole trip was the water park. We were able to get the kids passes to the water park while we waited on line to check in. The kids had a blast and never wanted to leave. We had no problems getting tubes for the slides and the lines were never very long. When we went to use the showers in the ladies locker room there was no hot water and no one around to help or complain to.
Because the kids had a great time we will give them one more try. We are hoping these problems are related to the Grand Opening and will be fixed in the near future.
Great Wolf PA. - it's new
Stayed Nov 10-11 for two nights in Grizzly Bear Suite - this is the biggest room and costs $511 per night plus tax. (would be less mon-thurs when kids are in school). Friends were in a Wolf Den and that was almost $400. It's brand new, so the room is very clean. THis includes waterpark, so if you estimated $20 per day per person for the waterpark, the rate is high, but not a rip off.
Accoring to the kids (we have 5 age 14 to 2) - this was one of the greatest places ever. For the parents - it was very nice (remember the place is mainly for the kids).
We checked in at 2:15 (after a 30+ minute wait). Room was not available at that time - went back at 4:10 and my room was available. This seemed to be somewhat uncommon, as many, many families were in the lobby waiting. While on line in the lobby we were offered the waterpark passes, so the kids do not have to wait.
Waterpark - on Thurs it was VERY crowded, locker rooms yucky and almost no towels. I was very worried for Fri and Sat, but they were much better. Morning and late night are much less crowded. (Afternoon you still have the people leaving and new people coming). The "blue" slide broke for our last day which was a bummer. Most of the time there were enough tubes (thurs afternoon was the only time we had trouble). Went in early (8:30am) and got chairs and a table.
Food - having stayed in the Ponocos before I did not expect much. We ate dinner at the buffet one night. We were told by the staff that after 6pm you will wait up to an hour, so we got thier at 5:15 - no wait. Food was a C, but the kids ate fast and did not complain, so I can give the overall dinner a B-. Other food was the pizza hut, which was not good, but I knew that before I got it - it just was quick for the kids. Drinks were reasonable (pina colada's $5.50). Starbucks is not open yet (probaby my biggest complaint).
Kids liked story time and the clock tower. Game room was nice and the prizes were not bad overall. For 5 kids we spent maybe $40 (at various times).
On Friday night, there was a fire alarm at 10pm. Very loud and quite long - one pleasant suprise was many people got coats and went outside - that impressed me. (We spent 10 mintes trying to get kids awake). The official story was someone burnt popcorn in the microwave.
Every person staying here is staying with kids, so there are a lot of people around. Overall most of the issues I noticed were all due to start up problems. I'm sure they will get better. For example, the clerk could not get a print out of my bill at check out and after three tries he said "I can't do anything" and gave up on the printout and just showed me the charge on the screen. (I had a printout from under the door).
One thought, we fully expected startup issues and they did exist, the place could have not charged full rates during the first couple weeks of opening.
If you expect it to be a 5 diamond resort - it's not. But if you want the kids to play at a great waterpark, it's a perfect 2 night place.
Kids had a nice time
1. My kids had a blast.
2. The Staff and Management was great.
Rooms are pleasant and spacious
4. Water park was clean
5. Story time and
the clock the kids loved
6. Game room was well run prizes were nice for
the amount of tickets needed
7. Hotel is nice and new .
1 Lobby is
small for the size of the hotel. 400 rooms
2 It took 1 hour and 10 min to
check in . The line was out the door.
3 Water park very crowded and very
4 Not enough tubes for the slides.
5 Our balcony room over looked
the trash area and smelled.
6 the resterant is not able to handle the
number of rooms/ people for the size of the hotel.
7 Over an hour for a
table at 8:00 Pm for buffet dinner.
8 Food was at best fair service slow
just due to the amount of people.
9 No ice in the ice machines
hut express ran out of dough at 6.00 pm
11 Room over priced with tax
$274.00 with a discount of $100.00
12 Checkout took 35 min due to the
As a parent for your kids to have a nice time it works . But as
far as a high rated resort the parents have to put up with alot. What we
parents do for our kids. LOL
Weekend Getaway in the Winter
We just came back from the Great Wolf Lodge in Scotrun, PA. We stayed at the lodge for two nights, Friday and Saturday.
PROS: 1. This resort is brand new so everything was extremely clean. Bathroom, tub, carpet, microwave, fridge was all in brand new condition.
2. The food was pretty good. We had snacks at the poolside cafe and breakfast (Sunday) at the lodge restaurant. The breakfast was a buffet and for the variety was quite resonable (9.99 for adults and kids under 3 eat free) dinner is a little bit more (14.99 for adults).
3. Waterpark is wonderful. Our children, ages 2 and 3, had a blast. There are enough activities/rides that even our 2 yr old enjoyed herself. There are plenty of towels and life jackets for all the children for free. The lifegaurds were very friendly and were doing a good job looking out for everyone's safety. It was also nice to know that there were so many of them all around. Also guests can enjoy the waterpark even after they check out for the whole day.
4. There are many activities outside the park as well. The Pocono Mountains offer a variety of outdoor activities - skiing, shopping, horseback riding, waterfalls, hiking, and white water rafting, just to name a few. But if you are staying at the lodge for the amt of time we did, then the waterpark is more then enough.
5. The staff was very friendly. We checked out and I remembered that I had forgotton my watch in the room. When I went back to ask about it, they had actually put all our things in a bag labeled with our room number to be mailed out to us. I was very impressed because I had also forgotton my daughter's sweater.
CONS: 1. It was very expensive. It cost us $250 per night for the room and waterpark passes for both days. It seemed worth it because everything was new but I can imagine after a few years when the chlorine smell attaches itself to the carpet and wear and tear begins to show (because where theres kids theres a lot of wear and tear) $250 would be an enormous amount for what you get. Plus we didnt end up spending alot of time in our room because we were either out eating, sightseeing, or at the waterpark.
2. We were very confused about the dining arrangment here. We understood that there were two restaurants in the lodge, Moose Lodge and Camp Critters. These are not two different places but just one restaurant with two names (i have no clue why). On Friday we went out to a nice indian restaurant before checking in, but on Saturday when we went to the lodge restaurant there was a LONG wait. People were waiting for more then 45-60 min for their table and the crowd was not very inviting for a buffet. We ended up going to Friendlys nearby. We went there for Saturday breakfast as well because the lodge wait was too long. It was only on Sunday breakfast that we actually got seated at the Lodge within 30 min.
The snack sizes were really small for the price at the poolside cafe. We ordered nachos for 4.50 and the container was no bigger then a slice of bread. It was finished in two seconds with my girls. We HAD to get two more to satisfy them. So the portions were less then a kiddie size or just about kiddie size.
3. The sheets were not changed on Saturday. I assumed that housekeeping would change all the sheets including fitted everyday. My daughter had splattered some juice on the fitted in the morning and when we were going to bed I saw that the little red dots were still there. I guess you have to tell them to chance everything. But i figured for 250 a night they would just do it automatically, also since there were no signs or indication that this was an environmentally aware hotel (where they only wash towels and sheets at the end of the stay).
4. They allow people to stay at the waterwark even after they check out so what happened on Sunday was that there were a lot of people who checked out but stayed at the waterpark, and a lot of people who came early checked in and got waterpark passes while they waited for their room. So on Sunday the water park was VERY crowded. Although we still had a great time maybe it would have been more relaxed.
5. They can improve on the lockers/showers by having soap, shampoo, and towels available there also. The lockers could be bigger to accomodate more then just one person's things. I like to have my girls things and mine all together. They should also have hairdryers in the locker rooms as well.
All in all this is a great place to visit for a weekend getaway in the winter because of the indoor waterpark. We would wake up, eat a good breakfast by 11 and head for the waterpark. Stay there until 4 and then go back to the room for naps. Wake up and go out for dinner, shopping, sightseeing. There is a great Prime outlet mall nearby as well. I hope this review helps.
TripAdvisor Reviews Great Wolf Lodge Scotrun
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