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To the Friends and Families of Great Wolf Lodge,

I wanted to take a moment to share my sincere hope that your family is staying healthy and safe as our nation copes with the COVID-19 outbreak.  Like you, we are actively supporting government issued community safety measures and doing everything possible to help slow the spread so we may return to some level of normalcy.  For us, that has included the closing all of our resorts through June 15.

This unprecedented health crisis has caused many hardships and challenges, but what has been truly inspiring and heartening is to see the outpouring of love, compassion, hope as families bond together to support one another.  At Great Wolf Lodge, caring for and supporting one another is deeply embedded in our culture, and since the day we opened our first resort, we have considered all our guests and employees as part of our family, or as we call it, our Pack. 

As a valued member of our Pack, we wanted to share with you some information about our new company-wide Paw Pledge program. The paw print is a symbol utilized throughout the Great Wolf Lodge brand and represents our commitment to all members of our Pack – both our guests and employees.  It also symbolizes being guided on the right path, where we’ve always placed the health, safety and well-being of our Pack as our guiding principle.  With that in mind, we established this Paw Pledge program to take our commitments to health and safety, for our Pack and the communities we serve, a step further to better address some of the new uncertainties many feel right now.

  • Health & Safety

    After re-opening, throughout all our resorts, we will continue our enhanced sanitation measures such as frequent cleaning with hospital-grade disinfectants, increased availability of hand-sanitizers, and the regular encouragement of handwashing. Additionally, we are consulting with health experts and looking at additional sanitation and hygiene measures, as well as implementing programs to provide for better social distancing in our waterpark, attractions areas, restaurants, retail outlets, and all other public spaces within the resort.

    As for our waterparks, the flagship of the Great Wolf experience, our filtration and chemistry systems have long been recognized as industry leading.  Moreover, the CDC states that “proper operation, maintenance, and disinfection of pools, hot tubs and water playgrounds should inactivate the virus that causes COVID-19.”  The CDC further states that “there is no evidence that COVID-19 can be spread to humans through the use of pools, hot tubs, or water playgrounds.”

  • Community Commitment

    Great Wolf Lodge strongly believes in supporting the communities we serve.  During this health crisis our resorts have donated over 15,000lbs. of fresh produce, dairy products, dry goods and meats to community food banks.  Where available, we’ve donated medical-grade personal protection equipment (PPE) to local nursing homes and hospitals. Some of our resorts have strategically lit up guest rooms to display symbols of hope in support of the community.  When our resorts re-open, we are also planning to show our immense gratitude to those within the medical community who are battling on the frontlines of this epidemic with programs to provide some much deserved family time at our resorts.

  • Travel Flexibility

    We realize each of us will face moments of uncertainty as we move forward.  We also know how important it will be to once again get away and create memories with your family, and we want to help when you are ready.  To help you make future plans with confidence, we have temporarily instituted a Free Cancellation or Change Program for new and existing reservations that will run through our currently scheduled re-opening date of June 16, 2020.  This program gives you, members of our Pack, confidence knowing that if, for any reason at all you wish to cancel or change you reservation, you can do so with no fees or penalties. (Additional details about our Free Cancellation or Change Program can be found here.)

  • For stays with arrivals from April 23 through June 15, 2020

    If you have a reservation with an arrival date starting April 23 through June 15 and choose to change your reservation to another date within calendar year 2020, we will provide you with a $50 resort credit for each night booked.  Please contact us to move your qualifying reservation and receive this credit.  Note: you must make this change before the date you were scheduled to arrive.   

    We recognize some guests booked using a special, one-time discount not transferable to other calendar dates.  While we cannot guarantee our ability to match discounts exactly, we are committed to helping you find another available date before year’s end where we can offer a comparable rate.

    Additionally, to help you make your future Great Wolf Lodge plans with confidence, we have temporarily instituted a Free Cancellation or Change Program that allows you to cancel or change your reservation with no fees or penalties if done so before our currently scheduled re-opening date of June 16, 2020.  

    Alternatively, if your scheduled stay now falls within our revised closure period and you do not wish to update your stay dates, there is no need to do anything.  For your convenience, we will process a full refund of your room deposit on the day of your scheduled arrival.  Also, if you cancelled or made a reservation change between March 13 and April 23, 2020 and were assessed a fee for a scheduled stay that now fall within our updated closure window, we will automatically refund that fee.  We ask that you please be patient with us as it may take between 7-10 days for all refunds to process. 

  • Access to Great Wolf at home family activities

    Lastly, but importantly during this difficult time, we encourage families to take steps to maintain their emotional well-being, as well as their physical wellness.  Take time to connect as a family with activities such as a game night, baking challenges, arts and craft projects, or movie nights.  We have some ideas here, based off family-favourite activities at our resort. 

Thanks for taking the time to read this message.  It is our promise to keep you informed and updated on all of our Paw Pledge initiatives as we progress.  We hope you know that when we open our doors once again, all of us at Great Wolf Lodge are looking forward to welcoming you, your family, friends, and loved ones, and helping you create memories to cherish for a lifetime.  Until then, we hope our Family Moments at home content series is providing some fun and a bit of an escape while you’re home together as a family, healthy and safe.




Murray Hennessy

CEO, Great Wolf Resorts