I booked paid for a weekend stay for my son and da...

I booked paid for a weekend stay for my son and daughter-in-law and my three grandchildren as a Christmas gift. They arrived at Great Wolf at 2 p.m. today, 2/1/19, went to the front desk to get wrist bands for the water park and to let them know they were there so they could get into their room when they were available at 4:00, the advertised check-in time. At 5:30 my son called and said, "our room is not ready still, I just want you to know I have complained and they did give us extra credits for the kids to enjoy more of the extras available to them until the room is ready". I appreciate the fact that they were comped a few extra credits; however, what I don't appreciate is that at 9:40 p.m. their room, along with about 30 other families, IS STILL NOT READY and Eric, the front desk manager, has no solution and no excuse. They have a block of rooms booked at the Hampton in 2 blocks away for people to stay in. I booked this facility so they would have constant access to all that Great Wolf Lodge has to offer not so they sleep two blocks away and get out in the cold to come back and swim in the water park. This stay with all of the extra perks was not cheap, actually it was equal to a two night stay with single park tickets at Walt Disney World and this is the kind of service they provide?????? I stayed here about 6 years ago when it was Key Lime Cove and swore never to return but when they were purchased by GWL and the facilities were remodeled I decided to give it a try--WHAT A MISTAKE, NEVER AGAIN. My daughter -in-law should not have to be apologizing to me, saying, "I'm sorry this is such a hassle." Under no circumstances is this acceptable and if Eric and Great Wolf Lodge thinks it is then they will soon be in the same situation as Key Lime Cove. Don't recommend it under any circumstances. Oh and Eric said when he ended our phone call (which I was very cordial during) to have my kids come to the desk and ask for him personally and he would speak with them. I just got off the phone with them, they went to the front desk and "Eric wasn't available to speak to them" so much for personally taking care of the situation!!!!