Erika Smith

Review of KeyLime Cove Water Resort

An hour after arrival, this would have gotten one ...

An hour after arrival, this would have gotten one star. 2 days later I am a little more relaxed about the experience we had. Ultimately, our kids had a good time at the water park, which was the point of the trip.
To preface - we have 2 kids and in the last 12 years have visited at least 6 different water park resorts, including many in the Wisconsin Dells area and this location when it was Key Lime Cove, prior to the Great Wolf Lodge purchase. We had not stayed at any Great Wolf Lodge previously, and after this experience I doubt we ever will.

Pros:
-Nice sized rooms
-Variety of features for all ages in the water park including splash pads, small slides, large slides, wave pool, lazy river, regular pool, etc.
-Lots of other activities on site
-Variety of food and drink available on site
-Near restaurants, Six Flags and other attractions
-Cute, themed decor throughout the resort

Cons:
-Staff/Customer Service. Our check-in experience was awful. We waited an hour to check in from the line we were in (sorted by last name) while the other line moved right along. The manager and front desk agents were completely unconcerned with the obvious issues in their process and at least 4 other guests spoke up when we did, to no avail. We were all told that other customers were rude and they couldn't do anything about it, even though it was their staff pulling from the same line over and over. It bothers me from a customer service standpoint that they would blame their guests for the way they do things and the problems that exist because of it. We conversed with other staff throughout our stay and most of them expressed frustration with the company, the management or the building itself. Multiple issues with the A/C in some areas made it uncomfortably hot to work in those spaces. The front desk had a waterfall in the ceiling the day before our visit due to mechanical/infrastructure issues.
-Retail price for this place is ridiculous. Definitely check Livingsocial, Groupon or other discount sites prior to booking. We got our room roughly half the advertised price and I still feel like we overpaid
-On-site amenities, food, activities are also overpriced - cost of convenience I suppose
-Magi-Quest - We had done Magi-Quest at another resort a few years back and had a lot of fun. This one is spread throughout the resort, mixed into other areas like the arcade and lobby. I didn't think it had the same charm this way.
-No laundry service or guest laundry area
-No hot tub