FAQ

Not sure what to bring? Have questions about our suites or need help planning your stay? No problem! Find answers to our most frequently asked questions below.

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Call Customer service at 866.925.9625 or Chat Now  with one of our pack members.

What are the water park hours? Water Park,Resort,Pre-Arrival

For information on water park hours, please view our Event Calendar page.

¿Cuál es la tarifa del resort? Spanish / Español
Great Wolf Resorts cobra una tarifa nominal de resort a todos los huéspedes para brindar servicios adicionales que a menudo cobran de forma individual por otros resorts. Esta tarifa cubre servicios como internet inalámbrico, estacionamiento de autoservicio, acceso al gimnasio, café en la habitación, chalecos salvavidas y toallas en el parque acuático, acceso a fax, llamadas locales, servicio de conserjería y orejas de lobo para niños menores de 12 años.
¿Vendemos pases diarios para el parque acuático? Spanish / Español
Aquí en Great Wolf Lodge, nuestros parques acuáticos están reservados exclusivamente para nuestros huéspedes registrados. Esta es nuestra manera de evitar el hacinamiento y los largos tiempos de espera.
What items should I bring on my trip? Pre-Arrival

Regular guests recommend a few essentials for the Great Wolf Lodge experience:  swimsuit/cover-up, plastic bag to carry wet suits home, swim goggles, earplugs, flip flops, aqua socks, waterproof watch, exercise clothing, reading materials, warm pj's/slippers to wear to Story Time, closed toe shoes for Howlers Peak Ropes Course.  We provide towels in the water park area. If you're not swimming, you may still wish to bring comfortable clothing for our 84-degree water park area. In case you do forget an item at home, please come and visit us at the Bear Essentials Swim shop or Buckhorn Exchange Gift shop where we offer a large variety of products.

Oops, I left something at Great Wolf Lodge. Can I get it back? Resort

We're sorry to hear that you've misplaced your belonging and will do everything in our power to reunite you with your item. Learn how to find your missing items by visiting the customer service page. 

Does the resort have an ATM? Resort
There is an ATM in every Great Wolf Lodge. Please ask a Pack Member where it is located.
What is Cub Club on Wheels? Resort

Cub Club on Wheels is our roaming Cub Club entertainment team that offers fun activities and unique craft projects for your wolf pups. Our upbeat Pack Members are ready to entertain you with family friendly music, dancing and games. Look for them throughout the lodge to get in on the fun daily activities like face painting, balloon twisting, hula hoop contests and Wiley Bingo! Activity schedule changes daily.

¿El desayuno está incluido? Spanish / Español
La mayoría de nuestros resorts ofrecen excelentes planes de comidas que se pueden agregar a cualquier estadía. Todas las propiedades también tendrán instalaciones para comer que ofrecen desayuno, almuerzo y cena.
Can I use the room telephone to make personal calls? Resort
You do have the ability to dial out from suite phones. Local calls are included in your stay. There is a nominal fee for each long distance call.
What time is check-out? Resort
Check-out time is 11:00 a.m. As our guest, please feel free to enjoy the water park facilities until closing. We recommend packing a smaller bag with bathing suits and a change of clothes and leave the rest of your luggage locked in your car.
What amenities are open to the public? Resort

Excluding the water park, all additional amenities are open to the public. This includes our restaurants, spas and MagiQuest.

What is available at the in-lodge spa? Resort

* All Spas are currently closed due to Covid-19 social distancing guidelines.

Elements Spa Salon is a full-service spa with a Zen-like atmosphere which features a variety of products. Get a massage, manicure, pedicure or facial. Reservations are recommended. There is also Scooops Kid Spa which specializes in manicures and pedicures for children 12 and under.

What amenities are in each suite? Resort

Each suite at Great Wolf Lodge comes standard with microwave, mini-fridge, coffee maker, hairdryer, iron, and ironing board.

Do you have RV parking and hookups? Pre-Arrival
Great Wolf Lodge does allow RV parking as long as you are a registered guest. We do not offer any hook ups or dumping stations.
What is the common attire and footwear for the water park? Water Park
We recommend that you bring bathing suits, aqua socks or flip flops for the 84-degree water park. Our lodge is considered casual but we do ask that when you are outside of the water park that shirts and shoes are worn.
How do I set up a group meeting/stay at Great Wolf Lodge? Resort

Be it a wedding, corporate meeting, youth group or class trip, our sales and catering staff are eager to help you plan a great stay. Great Wolf Lodge offer spacious meeting rooms equipped with wireless and other state-of-the-art meeting amenities. Our accommodating staff will assist you in planning meals, team building exercises, local excursions and more. For more information, click on the Groups & Events at the bottom of this page.

If my family has food allergies, how can I let the resort know? Resort
We have specially trained chefs that can offer a variety of special items for your family to enjoy. Please contact the lodge directly at 817.488.6510 to speak with a Food and Beverage Management team member.
¿A qué hora puedo entrar y salir? Spanish / Español

La registración comienza a las 4:00 pm, pero su familia puede usar el parque acuático empezando a la 1:00 pm. La hora de salida es a las 11 am, pero su familia aún puede disfrutar de nuestro parque acuático hasta que se cierre.

How much of the park is outdoors? Is there a need for sunscreen? Water Park
The majority of our water park is indoors. There is no need for sunscreen while playing in the indoor water park, but we do encourage using sunscreen when spending time at our outdoor water park and attractions.
What time is check-in? Resort

Check-in time begins at 4 p.m. or as rooms become available. However, you are welcome to play in the water park as early as 1 p.m. In the event that your room is not ready, we recommend that you pack a smaller bag with bathing suits and swim gear and leave the rest of your luggage locked in your car. Stop by the front desk to let us know you're here and pick up your water park wrist bands. There are lockers, showers and changing areas available for your use in the water park. We require guest checking in to be at least 21 years of age. Photo ID is required upon check-in along with credit card for incidental charges.

Is Internet access available? Resort
Wireless internet access is available throughout our lodge, which you can access from your room or common areas. Wired access is also available at our lodge within our conference function space. Internet access is included in the resort fee.
¿Que hacen para cumpleaños? Spanish / Español
Todos los que celebran un cumpleaños recibirán orejas de lobo especiales de cumpleaños en todas nuestras propiedades en los Estados Unidos.Le recomendamos que consulte a un agente acerca de estos paquetes cuando reserve su estadía al 800-653-9653.
Does the resort have a business center? Resort
Wireless Internet access throughout the resort is included with the resort fee. Our Lodge doesn't have a separate business center, however some services can be provided by our Bell staff. Please visit the Bell desk located in the Grand Lobby for assistance.
Are coolers permitted in the water park? Water Park
You are welcome to bring coolers to the lodge; however, they are not permitted in the water park area.
What is your process for submitting requests for donations to charitable events? Resort

We thank you for your interest in a donation from the Great Wolf Lodge to support your fundraising efforts. As you can imagine, we receive numerous requests on a daily basis. Currently we are involved with several charities, including the Make-A-Wish Foundation, St. Jude Children's Research Hospital, and Children's Miracle Network. If we are able to fulfill your request, a certificate will be sent 2 weeks prior to your event. You will not be notified as the sheer volume of requests prevents us from direct contact either way. No phone inquiries please. All inquiries must be submitted in writing on your organization/charities letterhead 45 days prior to your event. Your inquiry must include:  "Name of your organization and/or chapter that the funds will be supporting"  Information about your event and when it will take place"  Name of contact person for the event, along with address and phone number"  Include 501 (c) (3) and or Tax ID number Our mailing address is 100 Great Wolf Dr., Grapevine, TX 76051. Please be aware that if you haven't heard from us two weeks prior, we suggest purchasing a Great Wolf Lodge gift card for a raffle or drawing. The card can be purchased for any amount, used anywhere in the hotel and it does not expire. 

Is there a resort fee? Resort,Reservations

Great Wolf Resorts charges a $29.99 nightly resort fee to all room reservations at all locations. Additional services such as wireless internet, fitness center access, in-room coffee, life jackets, access to fax, local phone calls, concierge service and wolf ears for children 12 and under are included with your stay. Towels in the water park are included but are subject to a fee if not returned.

Do the rooms have a refrigerator and/or microwave? Resort
Each suite has a microwave and an efficiency style refrigerator, approximately 3' tall and 2' wide.
What can I do if someone gets sick before we arrive? Pre-Arrival
If a family member's sickness inhibits you from your travel plans we will gladly rebook your getaway. However, should you decide to cancel, you will be refunded your deposit less 15% of your deposit so long as you cancel up to 7 days prior to your arrival date. If you cancel up to 4 days prior to arrival, then you will be refunded your deposit less 30% of your deposit. If your plans change at the last minute (or anytime within 3 days of arrival), call us and we'll try to rebook your trip for different dates. You would only forfeit your deposit if we couldn't rebook your getaway at all. You are subject to the best available rate on these new dates.
Do you offer valet parking? Resort,Pre-Arrival
We do offer valet parking at a nominal fee. We do also offer self-parking, which is already included in your stay.
Is grilling / cooking permitted at the resort? Resort
Grilling, cooking, birthday candles or any other types of open flames are not permitted in suites, patios/balconies or on resort grounds.
Are there vending machines in the resort? Resort
Each floor has a designated vending machine and ice machine area.
What is the smoking policy? Resort

Smoking including the use of electronic cigarettes and smokeless tobacco is not allowed on guest room patios and balconies, or in any area of the resort or water park. However, you may smoke in designated smoking areas. A cleaning fee may be applied if this policy is not followed.

¿Cuál es la política de cancelación? Spanish / Español
Somos un resort de pre-depósito y exigimos que la primera (o la única noche de alojamiento) más los impuestos y la tarifa del resort se carguen a la tarjeta en el momento de la reserva para garantizar la estancia. El saldo restante se puede liquidar a la llegada.Todos los huéspedes tienen entre el momento de la reserva de la estancia y hasta 7 días antes de la fecha de llegada para cancelar completamente con una penalidad del 15% del depósito. Dentro de 4-6 días de su llegada puede cancelar con una tarifa de 30% y dentro de 3 días o menos, el depósito no es reembolsable y la cancelación perderá el depósito completo.Siempre tiene la opción de cambiar las fechas en cualquier momento, sin penalización o cargo; solo estarás sujeto a nuevas tarifas para nuevas fechas.Nuestra promoción Early Saver no tiene depósito reembolsable.
Are the waterslides wheelchair accessible? Water Park
Waterslides and our elevated attractions are not wheelchair accessible.
What kind of weather can we expect during our stay? Resort
For the most up to date weather, please visit The Weather Channel.
Uno de los miembros en mi grupo tiene alergias. ¿Cómo puedo avisar al resort? Spanish / Español
Todos nuestros equipos culinarios están bien instruidos en alergias alimentarias comunes y restricciones dietéticas. Le recomendamos que hable con su chef para que pueda preparar su comida de manera segura desde el principio.
What happens if there is inclement weather? Resort
When bad weather inhibits you from your travel plans we will gladly rebook your getaway! However, should you decide to cancel, you will be refunded your deposit less 15% of your deposit so long as you cancel up to 7 days prior to your arrival date. If you cancel up to 4 days prior to arrival, then you will be refunded your deposit less 30% of your deposit. If your plans change at the last minute (or anytime within 3 days of arrival), call us and we'll try to rebook your trip for different dates. You would forfeit your deposit if we couldn't rebook your getaway at all. You are subject to the best available rate on these new dates.
What is the cancellation policy? Pre-Arrival

Cancellation Policy: You have up to 7 days prior to arrival to cancel with a fee of 15% of your deposit. If you cancel 4-6 days prior to arrival, there will be a 30% fee, and 3 days or less of arrival, the deposit becomes non-refundable. Cancellation fees can vary by promotion and may be non-refundable at the time of booking.

Change Policy: A non-refundable $15 fee will be added to your reservation each time you change your reservation: (i) ten (10) days or less prior to your reservation check-in date, or (ii) more than twenty-four (24) hours after making your reservation. However, if you purchase a Flex Trip Package the $15 fee will only apply if you change your reservation within two (2) days of your check-in date.

How do I contact Great Wolf Lodge? Resort

Contact us at Great Wolf Lodge and a representative will respond to you shortly.

Do children need to be supervised in the water park? Water Park
All children under the age of 18 should be accompanied by a supervising adult at all times in the water park.
Do you allow casts in the water park? Water Park
Casts are allowed in the water park. There are requirements for certain rides for maintaining body positions such as grasping handles or keeping legs in position. These criteria, in addition to how the cast will contact the ride will determine your ability to wear a cast on a ride.
Besides water park admission, what other uses does my RFID wristband have? Resort
Great Wolf Lodge water park wristbands are RFID (Radio Frequency Identification Device). This means you don't have to carry cash or room keys! You can use your wristband to open your suite door and charge food and beverages on your account. Please be advised that Debit cards cannot be used for charging incidentals and there may be fees associated with additional or replacement RFID wristbands.
Does the resort have wheelchair accessibility? Resort
Our hotel public spaces, accessible rooms, and water park decks are ADA compliant. Temporary use of wheelchairs are available through Guest Services on a first come, first serve basis.
Are there any water park restrictions if I am pregnant? Water Park

Because we do offer some rides that are considered to be extreme, we encourage you to view the restrictions for each attraction. We also discourage use of the hot tubs.

¿Qué está incluido con mi tarifa? Spanish / Español
Su estadía incluirá el acceso a nuestro parque acuático para todos los huéspedes registrados, junto con algunas actividades tales como Wake Up with Wiley and Friends y Story Time.
Does Great Wolf Lodge offer birthday party packages? Resort

As a guest of the Great Wolf Lodge, we offer special birthday add on packages that you may purchase in addition to your suite. You will have the option to add on these packages when booking your suite online or over the phone with one of our reservation agents. Birthday party packages are also available that include daily access to the water park and children's activities (click here to view the birthday party package). Please contact the lodge directly at 817.488.6510 ext. 3956 and leave a message with our birthday coordinator. They will be happy to assist you. Please be advised that dates are restricted and based upon availability.

Where can I find directions to the resort? Pre-Arrival
Check the Customer Service page for driving directions.
Are cabanas available to use in the water park? Water Park

Outdoor cabanas are available to rent daily for your family's comfort and convenience in the water park. A cabana has seating for four with a table and chairs, a 20" flat screen TV with satellite access, a safe and Great Wolf Lodge playing cards. There is also a mini refrigerator that is stocked with an assortment of non-alcoholic beverages. Please contact us directly at 800.693.9653 to reserve your cabana today!

Are lockers available in the water park? Water Park
We do have a locker room with small lockers available for your use. Larger items, such as your luggage, will need to be kept in your room or stored with our Guest Services team.
Are there chairs (aside from cabanas) to leave our belongings? Water Park
Pool chairs are available on a first come, first serve basis throughout the water park. There are also lockers available in the water park for guest use. Larger items, such as luggage, will need to be kept in your suite or vehicle.
¿Qué necesito mostrar cuando llegue al resort? Spanish / Español
Todos los huéspedes deben tener la tarjeta de crédito que se utilizó para hacer la reserva con una identificación con foto correspondiente.
Where can I purchase toiletries if I forgot something? Resort
The Buckhorn Exchange, Gift Shop sells a few essential toiletries in case you forget to pack them.
What do I need to provide when I arrive at the lodge? Pre-Arrival
You must provide a valid photo ID along with the credit/debit card used to make your reservation. The remaining balance of room rates, packages, taxes and fees will be collected at time of check-in. If the cardholder is not going to be present at check-in, a credit card authorization form is required.
Does the resort offer child care? Resort
We do not offer parent free day care or babysitting services.
Are pets allowed? Service animals? Resort
For the health and comfort of all of our guests, we do not allow any pets into the lodge. If you would like information on a full service kennel in the Grapevine area, select the link below. Service animals as defined by the ADA are allowed in all areas of the resort. For the health and safety of our guests, service animals are not allowed in the pools and attractions of the water park.Northwest Animal Hospital
¿Está permitido traer hieleras a la habitación? Spanish / Español
Su familia es bienvenida a tener hieleras en la habitación, pero no están permitidos en el área del parque acuático.
What is the tax exempt policy? Resort
In order to be tax exempt the reservation(s) must be made in the name of the individual who is tax exempt and paid with the organization's credit card or checking account (check must be received 30 days in advance of arrival). The individual must also fill out a tax-exempt form from Great Wolf Lodge's accounting department and provide appropriate documentation. For additional information please contact the accounting department directly at 817.488.6510.
When can a guest cancel with no fee? Pre-Arrival

If the guest made the reservation for an arrival date of more than 10 days and calls back within 24 hours of booking the reservation, the guest can cancel with no fee. Applicable cancellation fees will apply for group bookings.

Does Great Wolf Lodge provide Sign Language interpretation services? Resort,Pre-Arrival
Sign Language interpretation services can be requested for shows and amenities with a minimum of 10 days advanced notice. Requests for interpretation services can be made by sending an email to the following address: veryimportantfamilyGV@greatwolf.com. Guests will be contacted prior to their visit to verify arrangements.
What does the Flex package cover? Pre-Arrival
The non-refundable flex package will allow guests to cancel with a refund of the first night's deposit, or reschedule stay dates without incurring any change fees as long as the reservation is still outside of the 48-hour window of arrival.
Am I able to charge things back to my room? Resort
As long as we have a credit card on file, you are welcome to charge back to your suite. Cards are authorized for $100 per night at check-in. If you exceed $100 dollars, your card will be authorized automatically to obtain correct balances. Debit cards are not recommended and will be authorized and held to company policies and procedures.
Are life jackets provided? Water Park
Coast Guard approved life jackets are available on a first come, first serve basis. We strongly recommend that children under 48 inches and weak or non-swimmers wear a life jacket. Please note that inflatable toys are not allowed in the water park.
Does the resort have on-site restaurants? Resort

Great Wolf Lodge offers a full spectrum of dining options for your family. You can see all the restaurants in the Dining & Shopping section.

How can I secure valuables during my stay? Resort,Pre-Arrival
Safes are available in each suite that may be used to lock up your valuables.
What is the minimum age requirement to confirm a reservation? Pre-Arrival
Our resort policy requires that there is at least one adult 21 years of age or older in each suite.
Are self-service laundry facilities available? Water Park

* Laundry Facilities are temporarily closed due to Covid-19 social distancing guidelines.

Guest laundry is available on-site. Please check with the front desk or your Lodge Life to find the location. There are also spinners in the water park to dry swimsuits.

Is my child safe in the water park? Water Park
We employ hundreds of lifeguards, which have extensive training in monitoring pools and operating rides. You may observe some of their regular drills performed during operation, which provides real-life practice. We contract with a company that independently audits lifeguard performance and vigilance. In addition, we would like to remind parents that although we have award-winning lifeguards, they are not a substitute for responsible parental supervision. Lifeguards are provided to monitor and respond to emergencies, but not to baby-sit children. Always keep your child within arm's reach and if your child is in the water, you should be too.
Are towels provided in the water park? Water Park

Towels are provided for your family in the water park as well as bathing towels in your suite. You may wish to bring a beach towel or cover up as we ask that the towels stay in the water park area. Towels in the water park are included but are subject to a fee if not returned.

¿Tienen chalecos salvavidas disponibles? Spanish / Español
Los chalecos salvavidas aprobados por la Guardia Costera están disponibles por orden de llegada. Recomendamos encarecidamente que los niños de menos de 48 pulgadas y los que no sean nadadores fuertes o que las personas que no saben nadar usen un chaleco salvavidas. Tenga en cuenta que los juguetes inflables no están permitidos en el parque acuático.
¿Puedo traer comida al parque acuático? Spanish / Español
No es permitido traer comida de afuera del hotel, al parque acuático.
When can I purchase the flex package? Pre-Arrival
The flex package can only be purchased at the time of booking. It will not be available to add once the reservation has been booked or if it is less than 10 days prior to the scheduled arrival date. Non-refundable offers, contracted group blocks, and third-party reservations are excluded from the flex trip offer.
How clean is the resort? Resort
Our resorts consistently rank high in cleanliness as measured by you, our guests! Our housekeeping staff works hard to make sure each room is cleaned to the highest standards and to keep our common areas spotless. We use green cleaning chemicals that also meet disinfection standards. Our water park utilizes state-of-the-art water treatment equipment to ensure our water quality exceeds health code requirements and we sanitize our water park floors every day. We ask that guests shower before and after using the water park and we ask that guests follow the CDC's 6 Pleas for Healthy Swimming, which include taking children to the bathroom often and not swimming when ill. (www.healthyswimming.org) We also ask that diaper dependent persons wear a swim diaper. Our retail stores have swim diapers available for a nominal fee.
What is Story Time? Resort

Join us at the Great Clock Tower in the lobby for Story Time every night following the "Rhythm of Nature" Clock Tower Show. Our younger guests often like to wear their pajamas and slippers while listening to bedtime stories read by one of our Pack Members. Check the Lodge Life activity guide that you received at check in or ask a Pack Member for details.

Are Pack 'n' Play cribs available to reserve during stay? Resort

Pack 'n' Play cribs can be reserved by clicking "Pack 'n' Play" on the Reservation page. Pack 'n' Play cribs are complimentary but are first come, first serve and cannot be guaranteed during high occupancy periods. Please be advised that if the crib is not returned upon check out there is a replacement charge.

Can we bring our own puddle jumpers/life jacket? Water Park
Guests are permitted to bring their own life jackets. Coast Guard approved life jackets are available on a first come, first serve basis. We strongly recommend that children under 48 inches and weak or non-swimmers wear a life jacket. Please note that inflatable toys are not allowed in the water park.
What amenities are open to the public? Resort

Excluding the water park, all additional amenities are open to the public. This includes our restaurants, spas and MagiQuest.

How can I purchase gift cards? Resort

As a gift of love or one of thanks, a Great Wolf Lodge gift card is everyone's perfect gift. Use one to reward your favorite people. Let your imagination soar and design an experience you know they'll love. Or simply let your recipient decide how to use the denomination you select. Purchase Gift Cards

Does the resort have a fitness center? Resort

Iron Horse Fitness Center is temporarily closed due to social distancing guidelines.

When do I need to fill out a credit card authorization form? Pre-Arrival

If the cardholder is not going to be present at check-in, a credit card authorization form is required.

Sign the Credit Card Authorization Form

What time can you use the waterpark at Great Wolf Lodge? Resort

Check-in time begins at 4 p.m. or as rooms become available. However, you are welcome to play in the water park as early as 1 p.m. In the event that your room is not ready, we recommend that you pack a smaller bag with bathing suits and swim gear and leave the rest of your luggage locked in your car.

Do you sell day passes to the water park? Water Park

Yes, you can purchase a Day Pass to enjoy the pools, slides and more in our 84 degree water park.  Purchase your Day Pass here