Case Study: Great Wolf Resorts achieves improved family experiences and 20% higher on-property spend with Medallia Concierge

Great Wolf Resorts Improves Family Experiences & Increases On-Property Spend with Messaging

Great Wolf Resorts, a North American family indoor water park operator, faced lobby lines and frequent guest calls during peak times and wanted a simpler way for families to interact with staff. The company trialed and then implemented Medallia Concierge’s messaging solution (Medallia Zingle) and launched Willow, a virtual concierge in the Great Wolf app, to provide real-time, two-way texting and automated guest touchpoints across their 19 locations.

Medallia Concierge implemented Zingle’s automation engine (“Zings”), two‑way messaging, and integrations with maintenance and operations systems to power arrival, mid‑stay surveys, service requests and text check‑out. The rollout drove measurable gains: about 15% of guests texted early check‑out by 9:30 AM (eliminating costly incentives), guests who used Zingle spent 20% more overall and 24% more on on‑property amenities (27% F&B, 22% activities, 33% retail), and problem resolution rates were 3.6% higher—delivering better guest experiences and operational efficiencies for Great Wolf Resorts.

Great Wolf Resorts

Alex Ragazzo

Manager of CX