Real impact. Real stories.

See how frontline employees across different industries are going above and beyond to create unforgettable experiences every single day.

Recognizing – Amy

On Christmas Day I went to buy a toy for my son that he had seen the day before. Unfortunately someone must have bought it. Amy helped us look for it and looked in the back to see if there were anymore. They even called another store to see if there were any there. I was so impressed that they did all of that to help us. An hour or so later came to our hotel room to give us the toy that they had found after we had left. She had gone through the receipts to find our room number. It totally made my son’s day. She was our own little Christmas miracle.

Guest – Jennifer G.

Guest Services

Recognizing – Zylo

I can’t express how much Zylo meant to our family during our stay at the resort. My son has high-functioning autism, and he’s often misunderstood. Zylo not only went out of her way to help me when I was looking for a personal item, but she also took the time to answer every one of my son’s questions with kindness, patience, and genuine understanding. She made him feel truly seen and heard. He felt such a strong connection with her that he asked for Zylo by name multiple times throughout our stay. Her entire team knew who my son was, and despite her busy schedule, Zylo always made time to talk to him and even gave him little tours whenever he came to see her. Because of her, he can’t wait to come back to the resort and especially to see Zylo again.

Guest – Chelsea F.

Guest Services

Recognizing – Ryan

Ryan assisted with our family during a medical emergency. He flagged the ambulance down to ensure that the ambulance came to the correct door. He was patient and attentive to our needs. He even extended our check out which was helpful after spending several hours at the hospital. Thanks to him and the amazing staff here at the resort. This is our favorite destination spot for vacations and we’ll be back for years to come.

Guest – Benita P.

Security

Recognizing – Casey

We are older and had a room at the end of the hall. Casey had seen us struggling and called to get us a room closer to the elevator. She also went and got the wrist bands so we didn’t have to walk all the way down and back up! We are so grateful! This kind of help allows us to spend time with our grandchildren and great grandchildren thank you so much.

Guest – Cheryl and Tim S.

Guest Services

Recognizing – Hailey

From the moment we arrived, Hailey greeted us with a contagious smile and genuine hospitality. She went above and beyond to ensure our family understood the packages that were purchased, answered all our questions with patience and offered helpful tips to make the most out of our stay. Haley’s attention to detail and kindness did not go unnoticed, whether it was checking for our comfort, helping with the activity recommendations, or making sure our little ones would be pleased. It is rare to encounter someone so dedicated to creating a memorable guest experience. Because of Haley’s outstanding service, our trip was stress free and full of joy. We left feeling not only refreshed but also grateful for her personal touch. She is a shining example of what exceptional customer service looks like!

Guest – Cheryl S.

Guest Services

Recognizing – Jonathan

Jonathan was an absolute lifesaver during our recent visit. As two single moms traveling on a tight budget with four young kids (ages 9, 8, 6, and 4), we were overwhelmed — but Jonathan went above and beyond to help us navigate all the amenities and find the best options at the best price. He was incredibly patient, kind, and respectful — not just with us, but with our energetic children. Jonathan is a rare gem: calm, professional, and genuinely helpful. He made a huge difference in our experience — with 100 percent sincerity – we cannot thank you enough, Jonathan!

Guest – Two Grateful Moms & Four Happy Kids

Guest Services

Recognizing – Deante

This was our family’s second trip to the resort! Around 230am Sunday morning my daughter woke up with a migraine and was crying, my wife called down to see if they could be of assistance. Deante went out of his way to open the shop to find Tylenol and called my wife to let her know to come and get it. In my personal experience as a customer service representative, receiving this type of treatment was appreciated to the fullest extent! I write this Hylite recognition to him as it’s the only way of knowing how to thank him for the support and service provided to our family. Thank you from the whole family, Deante. You will be remembered for your act of kindness to us!

Guest – Trevor J. W.

Guest Services

Recognizing – All Team

My name is Mirna P., we live in West Palm Beach, Florida and came to your resort for the first time to help my sister in law with the kids because my brother, her husband, injured his knee and they didn't want to lose their money. I have a family of my own and two teens and can't wait to come back. I am a firefighter paramedic who has worked for 20 years serving the public and know how it is to give good service even when I'm going through problems of my own. These workers here at know how to serve and with the best attitude!! From the front desk to the servers and workers at each station and the cleaning people. The room was super clean. Ive been in too many resorts and hotels and you guys blew other resorts away. Things I love about the resort and don't take it for granted: workers smiling, taking their time and thinking out of the box - cleaning and service: everything is so clean everywhere! - check out at 11 when most are at 10am - the food at the court was great the pizza and chicken nuggets made to perfection - I love the fact the they let you buy outside food and drinks too and no questions asked great perk and greatly appreciated since for a big family like ours gives you options to save a little - the idea of the scavenger hunt using the wands and everything lights up -the water park was amazing one of the best parks Ive been and love the indoor and outdoor and since I have skin cancer I spent it indoors. Thank you for your time

Guest – Mirna P.

Guest Services

Recognizing – Annette

Super patient with us while we had so many questions about the passes, upgrades, and choices. Even when we changed our minds she stuck with us and walked through things instead of moving onto somebody to push through the line. Super personable and made our trip an emotional memorable experience instead of something transactional. She's awesome!

Guest – Stephen T.

Guest Services

Recognizing – Loree

Loree turned a very difficult situation into a happy one. I was supposed to have a stay with all my sisters last weekend for our annual holiday trip but my son ended up at the ER and then getting admitted to Seattle Children's Hospital. We cancelled our Friday night but hoped to come for Saturday. We thought he would be discharged Saturday night and he and my husband would make the trip. They did not, as my son did not get discharged until late Sunday. I spoke with Loree about any discount codes to return the following weekend and allow my son to still have our annual trip. She helped me with an affordable rate and went above and beyond. She helped me recoup the fabulous weekend with my children I was supposed to have that was stolen by a nightmare of a weekend with my son at the hospital. She literally was my Christmas magic for my family and her customer service deserves recognition from higher up. She is definitely the reason we will be returning next year. She made me feel cared about and when a company can show me they care, they earn my brand trust and I will always be a repeat customer and recommend that company to my friends and family. Thank you for the Christmas magic Loree!! You are the best!

Guest – Rebecca C.

Guest Services

Recognizing – John and Elizabeth

Both John and Elizabeth helped me at guest services with check-in and issues regarding add-on reservations. Both of your employees were beyond kind; they showed empathy and they showed that they cared about my issue. They went above and beyond to help me resolve this issue by speaking to management, and I cannot express how much I appreciate both of them! Lately in this world, it doesn't seem like there's enough empathy so it made me feel so happy to receive that type of treatment so I just wanted to let you know that you have two wonderful employees making a big difference in family lives! My husband and I have a special-needs child and I currently have a medical issue of my own and it made such a big difference with the level of kindness. I was treated well by both of your employees today and I cannot express in words how much it meant to me. There really is a ripple effect that the kindness they showed me not only pleased myself, but my husband and my mother-in-law and helped us meet needs for our child. They made a big difference and I greatly appreciate them. Thank you

Guest – Melissa D.

Guest Services

Recognizing – Emily

During one of the hardest seasons of our lives, when we travel here for my cancer treatments, someone from your team made an unforgettable difference for our family. She wrote our kids a personalized note and left a surprise in our room. That simple act of kindness meant more than words can say. These trips are incredibly difficult for us, emotionally and physically, and that moment brought comfort, joy, and a feeling of being truly seen. To her, and to your entire team, thank you from the bottom of our hearts. Your compassion turned a very hard stay into something we will always remember

Guest – Mike and Laura S.

Guest Services

Recognizing – John

John was excellent in helping me plan my daughter's birthday event. I told him I wanted to spend around $1500 on the party and he helped me organize the perfect setup. Initially I was hesitant to book online which was different from how I booked a previous party but he walked me through the process. He recommended that we upgrade for a cabana which really made the party! John was easy going and made our event feel special and personalized. John was our point of contact from start to finish.

Guest – Jason R.

Guest Services

Recognizing – Rosy

I've never been so eager to write a review. Rosy was AMAZING. She went above and beyond for our family. I made a huge mistake on the reservation and booked it in the wrong state. Not only did she fix my mistake, she also was incredibly kind and calming. She had impeccable communication. Rosy also had a great understanding of the process, so not only was she able to get us a room in the correct state, she was also able to work with the other location to refund the total cost of the booking. I have never had a customer service experience like this and I cannot say enough good things about her. Thank you so much for making my daughter's birthday amazing!

Guest – Torie L.

Guest Services

Recognizing – Veronica

I want to take a moment to recognize Veronica for going above and beyond in a way that truly meant everything to my family. From the moment we spoke with her, she treated us with so much kindness, patience, and genuine care. We came in feeling overwhelmed, but Veronica completely turned our experience around. She didn't just “fix a problem”—she took the time to really listen, understand, and make sure everything was right. My son is autistic, and this trip is something he looks forward to so much. Veronica didn't overlook that—she acknowledged it, respected it, and went out of her way to make sure his experience was special and smooth. That kind of understanding is rare, and as a parent, it meant more to me than I can even put into words. Because of her, what started as a stressful situation turned into something emotional in the best way—I was literally brought to tears by how much she cared and helped us. She made us feel valued, heard, and taken care of. Veronica is exactly the kind of person every guest hopes to encounter. She deserves recognition and appreciation. Thank you again, Veronica, for making our stay so much better than we ever expected.

Guest – Lea S.

Guest Services

Recognizing – Felicia

I want to express my gratitude to Felicia at Build-A-Bear for turning a difficult moment into something truly magical for my son. Earlier that day, my son—who uses a unique prosthesis—was heartbroken when he couldn’t participate in the ropes course with his siblings. He was devastated. As a kind gesture, he was given a coupon to visit Build-A-Bear, but when we arrived, he was still discouraged and withdrawn. That’s when Felicia stepped in. Felicia didn’t just help him build a bear—she helped rebuild his spirit. She listened attentively, acknowledged his disappointment, and gently encouraged him. She told him he had strength, and in that moment, he felt seen and validated. Her compassion and care transformed the experience into something magical. By the end of our visit, my son was beaming. He chose a dragon and named him Fury. When his siblings returned from the ropes course, all he could talk about was his incredible experience at Build-A-Bear and how special Felicia made him feel. Thank you, Felicia, for your kindness, empathy, and for making a little boy feel strong and celebrated. You made a lasting impact on our family. Also, thank you cast members for the beautiful gift of receiving a build-a-bear.

Guest – Jessica B.

Retail

Recognizing – Kyleigh

Today at the Gift shop Kyleigh was beyond amazing. She went above and beyond. She was gracious, empathetic and kind to me and my kids as we looked around. She saw that I struggled slightly with making my budget work and jumped right in. She took her time to look over options with both of my children and despite me asking her a ton of questions, I never felt rushed. Not only did she bring the experience to life for my kids but she also made it special for me through her humanity and kindness. Thank you Kyleigh. You saw me having a hard time watching how I would make it work and you didn't make me feel less than.

Guest – Denia Z.

Retail

Recognizing – Isabella

Isabella in the Emporium went above and beyond for my granddaughter helping her with the build-a-bear. We purchased Sammy Squirrel and my granddaughter wanted the cheer outfit for her, we had no idea the tail wouldn't fit. My daughter and I tried for a long time and couldn't get it to go thru, I went back and asked for help and Isabella helped endlessly, even offering to switch the outfit and when my granddaughter just wasn't interested in any other outfit Isabella worked past closing to make it work! Epitome of not only customer service but also being solution oriented and making my granddaughter over the moon happy. Thank you for making the trip such a memorable one and making the impossible happen without her having to compromise. My family and I are incredibly grateful that the Emporium has people who care about the “not so little to her” things and the make memories/experience so much more special!

Guest – Joyce J.

Retail

Recognizing – Lesley

Lesley was amazing! She was super attentive and really made my autistic son a full part of the experience! She interacted with him directly asking questions and making the entire experience fun and stress free!!

Guest – Theresa G.

Retail

Recognizing – Mary and Melissa

Mary and Melissa went above and beyond to help our family today with our purchase. They were even so kind to help get things set up and help me get organized as my hands were full. They absolutely didn't have to help or lend a hand in the way that they did, so I am extremely appreciative. Thank you both so much from the mom with the toddler and baby that was trying to figure out her cell phone.

Guest – Alorah S.

Retail

Recognizing – Emma and Hailey

I wanted to give a huge shout-out to the two superstars working in the retail store yesterday! My daughter's bathing suit had a bit of a wardrobe malfunction, and these two ladies were total rockstars. They stayed patient, got creative, and absolutely McGyver-ed a fix that saved the day. They turned a stressful moment into a highlight of our trip. Thank you for having such innovative and kind people on your team

Guest – Kerry K.

Retail

Recognizing – Emily and Emy

We are senior citizens and phone challenged. Emy converted our e-gift card to hard copies. Both ladies helped us as we stood struggling with our phones. 😂. We think they are such assets to the store! Young people sometimes make fun of seniors and their lack of skills. But they went out of their ways to help us with patience.

Guest – Patrick O.

Retail

Recognizing – Cindy and Colin

When I was making a purchase, Cindy asked if I had the ticket that came with a 20% discount. When I thanked her and told her about not being asked about the discount for my earlier purchase, she immediately gave me a solution to receive the discount retroactively. She called her supervisor Colin to assist with the correction and he was also very friendly and completed the transaction quickly. Both went above and beyond in assisting me and were super friendly. They really made my day!! Thank you

Guest – Hope S.

Retail

Recognizing – Mady

I would love to recognize Mady for her truly exceptional guest service. I reached out regarding a small defect in a plush my daughter had chosen from the gift shop. This wasn't just any souvenir... It was THE souvenir she had her heart set on from the very first night of our trip. Mady responded with such warmth, kindness, and genuine care that it immediately stood out. Her message was not only prompt and helpful, but also incredibly thoughtful. She took the time to acknowledge how special this item was to my daughter, and she made the entire situation feel understood and important, not dismissed as something minor. Without hesitation, she offered to replace the plush and followed up with her retail team to ensure the correct version would be sent. What meant the most, though, was how human her response felt. It didn't feel like a standard customer service reply. It felt personal, compassionate, and truly reflective of the kind of experience the store strives to create. Mady's kindness after the fact reinforced just how special your team is. She turned what could have been a small disappointment into another moment of magic for our family. We are so grateful for her help and would absolutely want her recognized for going above and beyond! THANK YOU, MADY!!!

Guest – Kaitlin M.

Retail

Recognizing – Chef Joaquin

Our daughter has an egg allergy, but really had her heart set on pancakes for breakfast. Chef Joaquin came to our table to discuss our request and let us know he would go back to the kitchen and find a way to make them egg free. Not only did he find a way, he then personally delivered a stack of pancakes and asked us to let him know if she wants more. We are grateful Joaquin took time out of his busy morning to accommodate our daughter.

Guest – April L.

Food & Beverage

Recognizing – Paige

Paige came out to discuss gluten free options with me and my celiac daughter. He was so knowledgeable about every option available and was so accommodating. He brought us labels to double check as well as offered to make my daughter any modification he could gluten free to make her happy. She wasn’t a fan of all the dressings offered, so he went into the back and made her Italian dressing from scratch as Timbers didn’t have any. This absolutely made her day. It is so hard navigating a kiddo with strict allergies. However, he went above and beyond to provide her exactly what she wanted and made sure it was safe for her. I could never thank him enough. He deserves to be recognized for his knowledge and customer service!

Guest – Thea G.

Food & Beverage

Recognizing – Heather

Heather went above and beyond checking ingredients and labels, explaining the preparation, cleaning, and personally making our order to ensure my son with life threatening food allergies had safe pizza. She was incredible and so very kind. He rarely gets to eat at restaurants. We were there for his birthday and she absolutely made his day special. It was the highlight of his day and we are so grateful for her! Thank you Heather.

Guest – Amy K.

Food & Beverage

Recognizing – Madeline

Madeline was SO SWEET and so good to us! We're visiting from out of town with a large group, which we know isn't easy to take care of when it comes to waiting tables. However, she was so eager to take care of us and didn't hesitate to split our checks. She was so helpful, had amazing service and was just an amazingly kind human!

Guest – Tristan S.

Food & Beverage

Recognizing – Zach

Zach overhead me talking with my kids about dairy-free options on the breakfast buffet. Without being asked or engaged on the subject, he immediately jumped up and inquired about the need for dairy free options. He then offered and made my kids dairy free pancakes, and delivered them to the table. On this kind delivery, he saw the kids had no milk in their cereal, and offered/brought us oat milk. It was thoughtful and helpful, above and beyond. We're used to making our way through the world and avoiding dairy—we're not used to the level of initiative in customer service. Zach definitely went the extra mile to make sure my kids had a great experience—he is a star on your team!

Guest – Tim M.

Food & Beverage

Recognizing – Dimple

Dimple is always polite, very kind to me also she takes her time in gathering my orders to make sure it is complete. I am a regular customer & this is by far the best Dunkin’ Donuts I have ever been to because of how good her service is. I wish every Dunkin’ followed the same customer service.

Guest – Paul A.

Food & Beverage

Recognizing – Cole and Shane

I want to recognize Cole(so friendly)and Shane(so thoughtful and hard working)and really the whole Fat Burger team from Friday. The place was incredibly busy and that team was busting their butts to get food and drinks served quickly, accurately and without a frown or bad attitude. At one point we ordered frozen lemonades but the machine was empty. The team was apologetic, professional and did everything they could to make it right even though I told them not to worry about it. It really made us feel like special guests rather than “customers.”

Guest – Diana I.

Food & Beverage

Recognizing – Brenda

Brenda is the GOLD STANDARD of customer service. My service dog accompanied me to breakfast, and not only did Brenda wait on my human family, she catered to Yuki as well, manufacturing a disposable bowl from a take-away box to ensure the pooch had water. She checked on us with a cadence representative of her professionalism and experience - frequently enough to be attentive but not omnipresent and hovering. This amazing lady deserves a gold star and a recognition plaque.

Guest – Jason C.

Food & Beverage

Recognizing – Sous Chef Krystal

Sous chef Krystal was amazing! Even though it was closing time, she took time out to personally talk to us. She checked on us and asked about our experience, talked to the kids and complimented them. She wished my son a happy belated birthday and gave all the kids a treat. She was very friendly, nice and personable. We really really enjoyed our conversation with Krystal and loved her joyful spirit and energy!

Guest – Mindy W.

Food & Beverage

Recognizing – Chef Paige and Chef Scott

Chef Paige made out stay great! My son is newly diagnosed T1D and Celiac. I spoke with Chef Paige before coming to the resort. He assured me there would be gluten free food that would be prepared safely for my son and our family. He gave me his cellphone number and said to contact him when we got there. We met with him and he went over everything with us and made sure we were taken care of properly with the gluten free food. And when he wasn't at the resort he made sure Chef Scott made sure we were taken care of. Chef Scott made chicken tenders for my son who hadn't had them at a restaurant since his diagnosis. My son was so happy! We will definitely come back to the resort because of Chef Paige and his excellent service! Thank you Chef Paige and Chef Scott for caring so much about my son and his health.

Guest – Amy B.

Food & Beverage

Recognizing – Tate

We had such a truly special dining experience and Tate played a huge part in making it so memorable. She greeted us right away and seated us immediately, making us feel welcomed from the very start. From that moment on, she was warm, attentive, and genuinely kind. What really stood out was how she continuously helped her coworkers while still taking the time to create such a positive, fun environment for our daughter. She made our daughter feel included and excited, and had her laughing so hard it was contagious. Tate didn't just do her job; she went above and beyond with heart and care. Tate truly helped create an experience our family will always remember. Her kindness, teamwork, and positive attitude made our time so special. We are so grateful for her and for the joy she brought to our family.

Guest – Kelsey D.

Food & Beverage

Recognizing – Maelynn

The most amazing customer service from start to finish. Maelynn was absolutely incredible, warm, attentive, and genuinely kind. She had the biggest smile on her face the entire time and made our whole family feel so welcome. She was especially sweet with our daughter who immediately adored her and felt completely comfortable and happy because of her. What truly stood out was Maelynn's attention to detail and how incredibly helpful she was. She noticed that my husband and daughter had stepped back to our room and, without us having to say a word, patiently waited so we could order together. That level of awareness and understanding meant so much to us. She also made sure our appetizers came out quickly with the help of the amazing kitchen staff and even took care of getting us to-go drinks, which was such a thoughtful touch. Maelynn, along with a couple of the other staff members, truly made our time and especially our daughter's time so memorable. You can tell that Maelynn loves what she does, and it shows in every interaction. She did not just provide great service; she created an experience that felt personal, thoughtful, and unforgettable. Customer service like this is rare and absolutely deserves to be recognized.

Guest – Kelsey D.

Food & Beverage

Recognizing – Kat

We feel truly blessed to have encountered Kat. Several mornings ago we were not having a great experience at breakfast. Thankfully Kat was there to save the day. Our son dropped a bowl of cereal. Kat immediately came over to check to see if everyone was okay and cleaned up the mess. Later we needed some drink refills and Kat was happy to help. At some point later on we were wanting coffee refills. Kat dropped what she was doing and immediately filled the coffee for us. Kat checked on us later on and we really enjoyed talking to her. Let me remind you that I had a table of 6 people and Kat had a whole section of people to care for. She didn't have to take so much time to ensure we were okay, but she did. And it made a world of difference to us. It's not everyday you meet someone so passionate, kind, and truly caring. She clearly loves her job and loves to take care of people.

Guest – Kay S.

Food & Beverage

Recognizing – Savana

My wife Alesha passed away from pancreatic cancer on 8-25-25, she was only 39. I brought my 4 children to the resort to hopefully get our minds off things, as we navigate this new life together. My family and I were extremely blessed to have Savana as our server. Savana asked, if I happened to have and old voicemail from Alesha, that I didn’t mind sharing. I didn’t have many, most people probably don’t this day an age. I gave Savana the back story of the funny voicemail, she laughed as she listened so intently. She asked to take my phone for a few moments and soon returned with a black bat Build-a-Bear, which played Alesha’s voice when you pressed on a foot. I cried at the table listening to my wife’s voice. I hugged Savana with tears in my eyes and she made a round of hugs throughout our table. Her kindness is unmatched and was so unexpected. I hope the ENTIRE resort staff sees this and can strive to be as caring and compassionate as Savana!

Guest – David M.

Activities

Recognizing – Abby and Sidney

Abby assisted a non verbal autistic child who was left alone in the outdoor pool area when it closed. She tried to encourage the child to get out of the pool and when that didn't work she jumped in without hesitation. She interacted with the child in an attempt to earn his trust and keep him safe. Other staff member, Sidney, brought french fries and ice cream to encourage the child to get out of the pool. As a first responder and the parent of an autistic child myself I was beyond impressed with the professionalism and compassion that she showed this child. Great job Abby and Sidney! Just another reason why my family will continue to stay with the resort.

Guest – John Z.

Recognizing – Munaza

Munaza is always phenomenal! She always has a delightful disposition, is a great conversationalist (for both the kids and parents!), does a GREAT job with the hair cuts, but is also super speedy as well! We drive about 40 minutes each way just for her and it's totally worth it. Thank you so much Munaza!

Guest – Sam, Sara, Kathryn & Brady

Activities

Recognizing – Tom

When I encountered Tom, I was sitting with two little girls - not my own children - who were crying because their mother passed out due to a medical emergency. I was doing everything I could to comfort them, and while I managed to help them stop crying, what happened next showed me what true excellence looks like. Tom stepped in with a level of calm, confidence, and compassion that was nothing short of extraordinary. He knelt down beside the girls, spoke to them with warmth and reassurance, and immediately built a connection that eased their fear in a way few people could. He asked gentle questions, engaged them in conversation, and even managed to bring out a few smiles and laughs—an incredible feat considering they had no idea whether their mother was responding to medical attention. In my 20+ years of working with children, I have rarely witnessed someone navigate a crisis with such emotional intelligence, steadiness, and genuine care. Tom didn’t just perform well; he embodied what it means to be a true guardian of the guest experience. Tom is the definition of a DREAM team member. His presence, his instincts, and his ability to create safety in chaos make him an example every team member should aspire to follow. He is a cut above the rest—someone I deeply admire and someone I would trust to advocate for any guest, any day.

Guest – Mindi L.

Activities

Recognizing – Juliette

Juliette made my 5 year old feel extra special by getting down to his level and asking him about his stuffie. Also, later at the dance party she complimented my 3 year olds’ dance moves and let him see her super cool light up shoes! She went absolutely above and beyond with interacting with the children. What a special employee!! Absolutely made their day 💙

Guest – Karlie R.

Activities

Recognizing – Nathan

My son Theo is on the spectrum, and a very very high energy child. During the events Nathan had hosted, he noticed Theo's enthusiasm and encouraged his playful hyper personality to shine. Even when he wasn’t making complete sense, he was being heard and accepted. Nathan quickly became a highlight of Theo's stay. Theo felt more comfortable when he was leading events, because of how accepting he was, and how he matched his energy and excitement. I’m truly impressed with how he carried himself, maintained engagement with every guest he encountered, and put his all into every interaction. As a mom, it warmed my heart so much and gave a renewed sense of hope seeing Theo completely accepted as he came, and celebrated for just being him. We never had to state his differences, or moderate to make it more comfortable for Theo, and I almost doubt Nathan had an inkling of an idea: because he radically accepted any personality of every child I saw him interact with. He made so many kids' day by bringing energy, enthusiasm, and acceptance to even the silliest most nonsensical conversations these kids would spring out. Thank you so much. I don’t have enough words to express how thankful I am.

Guest – Claira B. and Brett W.

Activities

Recognizing – Sydney

Sydney was working the FlowRider, and she was incredibly kind and patient with all the kids, making sure they understood what to do. My son has autism and is nonverbal, and after seeing how great Sydney was with the other children, I decided to bring him up to give it a try. She was just as amazing with him, reassuring us that it was okay if he didn't throw the board back and that she would take care of it. She went above and beyond, and truly made our trip special.

Guest – Elizabeth R.

Activities

Recognizing – Kim

⭐️⭐️⭐️⭐️⭐️ Exceptional Service from Kim! I had to take a moment to recognize Kim in the birthday décor/retail department at Great Wolf Lodge. Her professionalism was truly exceptional from start to finish. She went above and beyond to make sure everything for our birthday celebration was absolutely perfect. Kim didn't just “do her job” — she created an experience. She was attentive, patient, detail-oriented, and incredibly accommodating to my family's needs. Every request was met with kindness and efficiency, and she made us feel like valued VIP guests the entire time. What stood out most was how she anticipated our needs and handled everything with such grace and confidence. Planning a birthday at a resort can sometimes feel overwhelming, but Kim made it seamless and stress-free. Because of her, our experience was unforgettable — and honestly, we only want to come back if she's there! That's how impactful her service was. She embodies true hospitality. Thank you again, Kim, for making our celebration so special! 🎉🎂.

Guest – Enjoli H.

Activities

Recognizing – Justin

Justin is exceptional at his job. My daughter was having a full blown meltdown because she wasn't tall enough to go on the larger slide on wave side. She was totally devastated and ready to pack up and leave. I brought her near the retail to sit and cry and regroup. Justin came over and asked if there was anything he could do. He brought tissues and brought her over to show her a pair of goggles she could pick out. She immediately got happy and said I think I can try and shake this off to continue playing. He swooped in and was kind, compassionate and saved our experience. Thank you sincerely

Guest – Amber D.

Activities

Recognizing – Kaniyah

My son wanted to do the rope course very bad. He has special needs. He went up, then got scared, but still wanted to continue. Kaniyah was so patient with him. She helped my son complete a portion of the obstacle course. This was a huge accomplishment for him. I can not thank her enough for her patience and kindness. He would not have been able to do this without her help. It may seem like such a small thing to some but was a huge accomplishment for us and a wonderful act of kindness. Please share our gratitude with her. She is an amazing woman

Guest – Jonah G.

Activities

Recognizing – Ty

My autistic daughter was having a very difficult time on the rope obstacle course. She was afraid to go down the zip line! I was having a VERY hard time getting her to go down, all the while there was a huge line forming behind us! That's when Ty stepped in! He saw that my daughter was very distraught! After patiently assuring her that she wasn't going to fall, he was able to slowly ease her towards the edge. I also need to mention that the other guests behind us were getting restless and Ty was able to calm them as well! After my daughter finally made it down the zip line, Ty stayed with her, calming her the whole rest of the way through the course!! His professionalism and calm demeanor saved me AND my daughter! I couldn't have gotten her to come down without Ty's help!! This young man absolutely deserves a medal for what he encountered!!! Of all the staff I have encountered during my stay, Ty stands out above them all! Thank you SO MUCH, Ty! You simultaneously helped my daughter conquer her fear of heights, calmed an impatient crowd AND saved a Mom in a great time of need!

Guest – Emilianna W.

Activities

Recognizing – Maria

Maria was so helpful and polite! She helped my boys adjust their goggles and gave us so much useful information for our first time here!

Guest – Katie A.

Activities

Recognizing – Bunzee

Bunzee helped my son during the arcade game play when he was frustrated with completing the game. She troubleshooted the issue of his battery being underpowered, and assisted with repair. Thank you so much for all the help. We will definitely be back for the excellent customer service and satisfaction!

Guest – Wendy C.

Activities

Recognizing – Broderick

Um wow! Brody was the real MVP here. There was an unsupervised child and Broderick stepped up to save the day, swooping in like a hero helping the child find her family in the lazy river. Broderick's patience and attention to detail and overall alertness helped the child reunite with her family. He literally held her hand, ensuring she was safe and monitored while she looked for her family. Way beyond his pay grade but goes to show the genuine character of true leadership as an employee. He stepped up to the challenge and helped find a solution and reunite a young child with her parents.

Guest – Tiffani S.

Activities

Recognizing – Nella

She saved a kid from being hit by a tube and quickly grabbed him and shielded him from the tube letting her take the impact instead of the little boy when we were coming down the slide. She used critical awareness and safety skills. She took quick action avoiding almost injuries. Such a great lifeguard and nursing student!

Guest – Ethan P.

Activities

Recognizing – April

April went out of her way to provide us towels, empty our garbage, and make our bed. She happened to be nearby when we asked another staff member for a few towels and she quickly offered to help as she recognized our room as a room she serviced the day before. She offered to come over and make our bed as she knew we had asked for that the day before as well. Her hospitable and friendly demeanor was a fresh of breath air. What a joy it was to meet her. What she did was above and beyond, dropping what she was doing to promptly provide us service beyond what was requested. A+++ for April.

Guest – Wes & Sarah D.

Housekeeping

Recognizing – Melissa

Melissa noticed I was trying to get a picture with my boys and offered to take it with me in it. As a mom who travels alone, her noticing that without being asked meant so much because I'm finally in a picture with my boys without it being a selfie! Thank you! Her being aware and interactive like that made a world of difference. Little things count!

Guest – Kristine P.

Housekeeping

Recognizing – Tana

I want to recognize Tana who helped me and my family today find a valuable item that my daughter has had since birth and would not be able to be replaced. I am sure with the volume of people who came to the resort on a holiday weekend would make finding this item an impossible task but Tana actually found it and put my family at ease. Housekeeping is not an easy job at all and Tana still had the patience and generosity to go the extra mile beyond expectation and find an item so important to us as a family. If this is the wonderful character and work ethic that the resort employs, then I want to come back to the resort. Thank you Tana!

Guest – Melanie Kim

Housekeeping

Recognizing – Richard

During our stay a fire alarm was activated and my children, especially my oldest, who is autistic, got nervous. Richard noticed this and went out of his way to speak with us and it helped calm our kids. This was more helpful than you can imagine, Richard is an absolute asset to the resort.

Guest – Casey C.

Housekeeping

Recognizing – Michelle

We've had the absolute pleasure of being cared for by Michelle. Her attention to detail, professionalism, and kindness has truly made our trip even more special. Every day, our room was spotless and beautifully arranged, with thoughtful touches that didn’t go unnoticed. What stood out the most was how warm and welcoming she was—always greeting us with a smile and making sure we had everything we needed to feel comfortable and at home. It's rare to encounter someone so dedicated and genuinely caring. She's a true asset to the resort!

Guest – Blake and Emillie M.

Housekeeping

Recognizing – Billy

My kids made a ridiculous mess with silly string in our room. I was so upset with them and realized I made a Bad decision… it was getting everywhere. Billy dropped everything he was doing at the time, walked all the way to our room and insisted on aiding me in cleanup! He was polite and respectful and didn’t make me feel horrible for making such a mess. With our room cleaned and chaos gone we were able to enjoy the rest of our vacation! He saved the day for sure…

Guest – Jessica A.

Housekeeping

Recognizing – Luz

Luz was so kind and so sweet. She went above and beyond what we asked for. I offered many times to do it myself, we were just happy just to have clean bedding to put on. Our children made a mess that she shouldn't had to deal with. But she insisted, and she did it perfectly with a smile. She was incredibly polite and her attitude was so positive and helpful. She truly made a lasting impression over the simplest thing. She really went above and beyond and we couldn't NOT give her some kind of recognition.

Guest – Abbie S.

Housekeeping

Recognizing – Brittney

This young lady was such a huge help to us today! She assisted me in finding a lost credit card and also was kind enough to bring a cart back for us! She went above and beyond to call for our room to be searched after we checked out and even came and found me once they located it! She went and got on from security and personally brought it to me! She was so kind and friendly and I appreciated all her help!.

Guest – Nicole G.

Housekeeping

Recognizing – Claire and Mary

I requested an extra service for our suite because it was starting to smell like boy after a very short period of time. Even with a very busy schedule today, Mary and Claire made such beautiful work of our suite. It really means the world to this exhausted mom. It is so appreciated, and the amount of detail that went into refreshing and cleaning was evident from the nooks and crannies of the bathroom to the coffee maker. Such a relaxing evening for me.

Guest – Hannah E.

Housekeeping

Recognizing – Angeles

Angeles was amazing! We had a birthday cake and fruit tray we needed to refrigerate while waiting about 4-5 hours to check-in on a hot Phoenix summer day. We asked Angeles on our way out to our car. She gave us two small trash bags and took us through the hotel to the ice machine. We loaded each bag about halfway with ice then placed the cake on one and a fruit tray on the other in the back of our suv. When it was finally time to check in, both were still nice and cold. Angeles, we appreciate you for being a problem solver and for being so patient and kind!

Guest – Galashia N.

Housekeeping

Recognizing – Annie and Lazaro

I wanted to share a compliment for Annie and Lazaro, who helped us during our visit in such a thoughtful and memorable way. My son had accidentally left behind his small squishy donut toy after playing during an event in the lobby, and by the time we realized it not too long after getting back to our room, everything had already been cleaned up and we couldn't find it anywhere. It was a big deal to my 3-year-old, and he was very upset. Annie happened to be walking by, and when I asked about a possible Lost and Found, she immediately jumped in to help and walked me over to the customer service desk. There, she connected us with Lazaro, who told us he had actually saved the toy, with a big smile on his face as he went to retrieve it for us. I will never forget this moment! My son getting his donut back made his entire day. He was so happy and relieved, and honestly, so was I! It may seem like a small thing, but it meant so much to us in that moment. I'm so grateful for their kindness, teamwork, and willingness to help without hesitation. They truly turned what could have been a sad moment into a really special one. Thank you SO much!

Guest – Kaitlin M.

Housekeeping

Recognizing – Quentyn

I cannot express the gratitude I have for security and the entire staff that helped find my daughter when she was lost. She was with another parent and accidentally got off the elevator on the wrong floor. It wasn’t noticed until they got up to level 9. I basically went straight to the front desk and it was immediately taken over from them. The protocol and security cameras in place are extremely helpful. Every single staff member was so helpful and ready to search. Thank you all so much and a big shoutout to Quentyn for his help keeping me calm until we found her. You all are amazing ❤️

Guest – Brooke D.

Security

Recognizing – David

David was the most amazing and thoughtful security officer I have ever met. He patiently addressed my concerns and listened to my explanation of what happened. He listened to me talk for what felt like hours and handled my issues with kindness and patience. I am grateful you have David on your team.

Guest – Hena M.

Security

Recognizing – Mark

I am a mother of three little boys under the age of 4 and we were traveling alone to the resort for the weekend. On Sunday I was trying to pack up all of our stuff and get it down to the car. Mark went out of his way to help us get all of our stuff loaded and to the car and even helped with the boys. He was so kind and his help was the great way to already end a perfect weekend. Thank you so much!

Guest – Rachel B.

Security

Recognizing – Danay

My kiddo got himself separated from us and remembered that if his grownups got lost he should find the nearest person with a name tag and tell them. Thankfully it was Danay, who stayed with him and called me, and met up with me. She may not know this, but my little friend is autistic and can easily become dysregulated and melt down for an extended period of time. Danay’s calm, friendly demeanor kept him even keeled too. So thank you Danay. You saved the day more than you knew.

Guest – Emma E.

Security

Recognizing – Alexis

Personally, I give very little credibility to negative reviews. Most of the time, the person writing them is simply venting. Leaving a negative review often gives the reviewer a sense of satisfaction or validation it’s a selfish act meant to make themselves feel better. I’m writing this positive review for the opposite reason. I gain nothing from it no recognition, no satisfaction, no credit. I’m willingly taking time out of my vacation to stop and write this because Alexis’s actions deserve to be recognized. We had a small issue in the arcade. My daughter’s game card slipped into a crack between arcade machines, and she was visibly upset. Alexis, a security guard, noticed immediately and came over on her own. What stood out was her genuine compassion. She didn’t dismiss the situation as “just another kid issue” or brush it off like it didn’t matter. Alexis showed real empathy, contacted maintenance, and made every effort to retrieve the card. Even though they were unsuccessful at the time, she followed through. Later that evening, a replacement game card was waiting for us at the front desk. That level of care, ownership, and follow-up is rare. Alexis didn’t have to do any of this but she chose to. Alexis is the kind of employee every company hopes for, and she absolutely deserves recognition for going above and beyond.

Guest – Anthony S.

Security

Recognizing – Kevin and Anthony

I wanted to take a moment to commend Kevin and Anthony for their outstanding service during the night shift. I couldn't sleep and found myself walking along the far side of the lobby when they greeted me with a cheerful “good morning.” That simple acknowledgment stood out. I travel fairly often for both work and family obligations, and even basic recognition from hotel staff has become increasingly rare. What followed was a warm and genuine conversation. They asked about my stay, which led me to share how much the resort has meant to our family. After the challenges of emerging from COVID with four young teenagers, this place has truly felt like a refuge—a space where our kids can reclaim some of that lost time where kids can just be kids. Kevin and Anthony went above and beyond, not only by engaging so sincerely, but also by offering extra perks that made this 18th birthday celebration even more magical. With the cost of everything seeming to skyrocket these days, those thoughtful extras felt especially meaningful and valuable. Even as our kids grow older, experiences like this remind us that places like the lodge—and people like Kevin and Anthony—create opportunities for us to hold onto those fleeting moments before the day-to-day responsibilities of adulthood become the norm. Their warm outreach and genuine desire to make sure another stay was unforgettable gave me hope that people still want to take the time to connect and provide excellent customer service. I hope they are recognized in some way—they deserve it!

Guest – Bill D.

Security

Recognizing – Chris

I have a special needs son, and we were on the verge of a full-blown meltdown in the lobby while waiting for our room. Chris stepped in and helped us in every way possible. It may not have even been part of his job, but he went above and beyond without hesitation. No one asked him to help except me, yet he showed genuine kindness, patience, and compassion toward both me and my son. He truly has a heart of gold and deserves recognition. Because of Chris, I have a little more faith in humanity again. Thank you, Chris, for making such a stressful moment so much easier.

Guest – Taylor L.

Security

Recognizing – Jonathan

Jonathan offered to take my family's picture at the fireplace. Then when he learned it was our first ever visit, he showed us around and walked us to the water park and explained things along the way. It was really wonderful to meet him at the start of our stay here. He was such a calming and sweet man.

Guest – Krissy H.

Security

Recognizing – Brandon

Brandon was great with helping my little to not feel scared when he got lost and brought to security. Brandon called me promptly and was so sweet with my kiddo so he wasn't afraid. Thank you so much, I was such a worried mama!!

Guest – Amanda S.

Security

Recognizing – Dwayne

I'm always nervous taking my kids to attractions, I can't stand the thought of them getting lost. I told my 11yr old son to meet me at the gift shop, and he got lost because there is more than 1 gift shop! Well this dude was awesome- he found my kid and was so calm about it and helped him find me as I was looking for him. He also gave my son a keepsake magnet. He can't wait to come back!! Thanks Dwayne

Guest – Gui P.

Security

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