Temporary Closure

FOR STAYS WITH ARRIVALS FROM MARCH 15, 2020 THROUGH JUNE 25, 2020

The closure will be effective starting Monday, March 16. For all guests with reservations from the evening of March 16 through June 25, we will be in contact to move or cancel your reservations.

FOR STAYS WITH ARRIVALS ON OR AFTER JUNE 26, 2020 

We are currently accepting reservations for arrivals starting June 26 with a flexible no cancellation fee up to 48 hours prior to check in. Our White Water Bay indoor waterpark will remain temporarily closed.   Click on the “Book Now” tab above to make a reservation.  If you would like to chat with one of our agents, please click the blue live chat button or click on ‘Contact Us’ and select ‘The Great Escape’ park and someone will get back to you as soon as possible. Please note that we are not able to make phone reservations at this time. 

 

Is my reservations being canceled?

For stays with an arrival date starting March 16 through June 25, your reservation will be automatically canceled and fully refunded.

What if I want to move my reservation to a future date?

We would be thrilled to have you join us for a future visit and if you re-book your room online through us directly, we will offer you a $50 credit per night of your new reservation as our way of saying thank you! Simply add your old confirmation number to the comments section while making your new reservation.

I made a new reservation, but my deposit hasn’t been taken yet. Why?

Our deposits are taken manually on the property by strictly following all PCI compliance laws. While we are closed, we are unable to effectively take deposits. Upon our re-opening, we will process these deposits and confirm any non-confirmed reservations.

My reservation falls under the closure dates, when will I see my refund?

Your refund normally would happen in 7-10 business days from when it is processed by us, depending on your banking institution. Please note, there will be some delays on this due to the tremendous volume.

My card I used for the deposit is no longer valid, can I give you a new card?

Unfortunately not. Due to PCI compliance laws, we have very strict means in which we can take a new card number to process a refund. If this happens, please reach out to us directly once the property has re-opened and we will be able to then process that refund. We are unable to make card changes while remote.

I want to make a new reservation but worried I will need to cancel or change it due to COVID-19. What are your cancellation fees?

Any reservations made directly through us during our closure will have a flexible cancellation and change fees waived.

I want to change the dates of my reservation, will I get the same rate?

We will do our best to offer you a comparable rate but cannot guarantee your rate will stay the same. Please note, that moving your reservation may change your rate or your room type may not be available. Please contact us and we will do our best to assist you.

Can I call someone or can someone call me regarding a reservation?

For the health and safety of our employees, our call center is temporarily closed beginning March 16, 2020. We can be reached by visiting the contact us page HERE and fill out the contact us form. You can also look for the blue “live chat” bubble on our website to chat with an agent Monday-Friday from 9 a.m. – 5 p.m.

At this time, we can respond to emails Monday-Thursday 9 a.m.-5 p.m. EST. If you have sent us an email, it will be answered in the order it was received during this time frame.

What changes will take place at the Lodge and Theme Parks when you re-open?

We will be communicating any changes to our operations over the coming weeks to ensure the utmost safety of our guests and team members. We will do our best to ensure as little interruption as possible and will be working to provide the seamless experience you have come to expect from us.