Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They took a deposit on my card for $100 and $20 for parking which this was not explained to me when I booked the room and I'm have yet to receive my deposit that was on hold

  Business Response

  Date: 06/14/2025

  Hello ********, 

  Thank you for choosing Great Wolf Lodge in the Poconos for your getaway. I have reviewed your folio and can assure you that I have adjusted and processed a refund for your parking charge of $21.20 and have sent an updated invoice to your email. In regard to the authorization hold of $100.00, this could take up to ***** business days to release from your account especially if you used a debit account as this pulls the funds from the account and can take a bit longer to settle out. We are happy to take a further look if this still shows as pending in your account after this time has passed.

  We appreciate you and your pack and hope to see you at the lodge again soon! Have a wonderful day. 

• Initial Complaint

  Date:05/18/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  05/18/25. Checked into hotel room at 11am, immediately unpacked and tried to open pull out couch, it wouldnt open. I notified front desk by water park, she stated it would be a priority 1 issue. At 4pm I checked and noticed nothing was done, spoke with front desk again. By 5pm nothing was done and I spoke with front desk, they said to speak with agents by the entrance to change my room. I waited in line for 20mins to speak with a ***, I explained my situation and the woman said she cant do anything for a room change or do anything about the picture of a cockroach. Eventually over the radio the maintenance man said they arrived and fixed the pull out couch. The front desk *** said I should speak to a maint man as they are the only ones able to take care of compensation. By the time I arrived to my room they were gone.

  Business Response

  Date: 05/26/2025

  Thank you for visiting Great Wolf Lodge and also taking the time to provide us with some constructive feedback as to how we are performing. Let me assure you that the safety of our guests is our number one priority and we take reports of insects/pests very seriously. 
  I am so sorry for the issues you experienced here at the lodge ranging from the concern of possible pests and the maintenance and condition of your room's pullout sofa. This is definitely not the norm, and we expect all of the families that come to Great Wolf Lodge to have an amazing time and create memories to last a lifetime. As soon as you reported the possible pest's that were seen, our procedure is to treat immediately as needed. As for the issue with your sofa bed, our maintenance team has addressed this concern so that this does not happen again in the future. I can confirm that a refund for your room was issued on 5/26/25 to the card on file. We have emailed you a copy of the folio that shows this. If you need anything else at all or have any further questions, please do not hesitate to reach out.

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We stayed at the Great Wolf Lodge from 3/16 to 3/18 and had a really good time. However we were erroneously charged for a Wolf Pass for $99.99 when the app glitched before our stay. Upon getting to the Lodge we assumed it was just somewhere on the app since nobody was responding to our emails asking them to cancel it. After asking at one of the places how this pass is used we were told that is it something we were supposed to have gotten at check in, which did not occur. I have sent several emails requesting a refund since we never received the pass and its rather frustrating to have to go the BBB to make this right. Like we said were planning on returning down the road as it was a very good experience outside of this weird pass situation

  Customer Answer

  Date: 03/28/2025

  Hello,

  The vendor has since sent a refund. I am happy with the outcome

  Business Response

  Date: 04/03/2025

  Howls! 

  We are so sorry for this charge and will immediately investigate how this could have happened!

  I have attached a receipt of refund to this response. If you have any further questions, please feel free to reach out to us at ***************!

  Thank you so much! 

  Customer Answer

  Date: 04/04/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******
  
  

• Initial Complaint

  Date:03/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They messed up my reservation and are holding my deposit. Then charging more .iney to "fix" the reservation that they messed up. And changing more per night than my original reservation because they can.

  Business Response

  Date: 03/20/2025

  Guest originally booked for Dec *****, then changed to the hold date of November 11th. Guest then booked off the hold date to 4.4.25.  Guest was informed that changing the date of the reservation can change her rate, she agreed when putting the reservation on hold and when we rebooked to the new date of the guests choice.  There is no billing concern to correct.  If the guest would like to cancel the reservation, I can offer cancelation with a small penalty of $100 instead of losing her entire deposit which was the penalty for the rebook. 

• Initial Complaint

  Date:02/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this complaint regarding my family's recent stay at Great Wolf Lodge (GWL), during which my family and I were wrongfully removed from the property without cause, resulting in the early end of my daughters birthday vacation, and was denied a refund for the remainder of our stay, and even charged additional fees for a day we were not there for parking. We did not park here, we parked with family that lives nearby.We were removed from the resort without warning, a valid reason, or an opportunity to address any issue. *** did not cite any specific policy violation. Nor did they let us even try to talk with them about the ********* refund was offered for any portion of our stay, except for a refund of a Wolf Pass from staff that witnessed aftermath when we were attacked by another guest.An additional parking charge was added for a day we were not even on the property.Based on how we were treated, I also have serious concerns that discrimination played a role in our removal. I believe because we paid less, they chose to remove us instead of the family of the teen who tried to hit my daughter with a golf ball.GWL failed to honor the terms of our reservation, effectively evicting us without due cause.We were charged for services we did not receive, including an extra day's parking.There was no opportunity to correct any alleged issue, and GWL refused to provide a reasonable explanation for our removal.If discrimination played a role, this is a serious legal violation that GWL needs to address.I am requesting a full refund for the unused portion of our stay and the removal of all improper charges, including the extra parking fee. Additionally, I would like *** to clarify their policies on guest removal and ensure that future guests are treated fairly and given proper notice before being forced to leave.I expect a timely response and a resolution that fairly compensates us for the financial loss and inconvenience caused by this situation.

  Business Response

  Date: 03/06/2025

  This may have been sent to the incorrect lodge. We do not have a room # **** in the ********  We also did not have a ******** stay with us on 2.25.25. 

• Initial Complaint

  Date:02/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed two nights at great wolf lodge and paid my security deposit but theyre not willing to give it back. They also said I purchased a food meal and still charged me for all the food I ate. Then they didnt give me the deposit for my second night.

  Business Response

  Date: 03/06/2025

  Guest spoke with and was refunded for the overage of the dining credit on 2.25.25. This case is closed

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We come here at least twice a year and love this lodge. That said, this stay has been full of issues. The lodge and water park are really cold and I don't even want to be in the water. Our kids' lips are blue when swimming and the water itself is cold. I complained and they offered a late checkout. At several points I wanted to check out without even staying here but my kids looked forward to this as their only vacation. When we wanted to shower in our room the water won't get hot. I'm really disappointed.

  Business Response

  Date: 02/07/2025

  Thank you for visiting Great Wolf Lodge and also taking the time to provide us with some constructive feedback as to how we are performing.  The safety and well being of our guests is always our top priority.
  
  We advertise that the temperatures are maintained at 84 degrees in the park. We have reviewed the records from your visit and the temperatures were consistently in the ***** degree range. Water and air temperatures are monitored constantly electronically and verified manually throughout the day.
  
  Sometimes moving air can make the temperature feel cooler. Circulating air is necessary in the facility to maintain safe clean, fresh air. Enjoying the hot tubs will make the water temperatures feel much cooler in the other pools. A personsbody temperature just doesnt have time to regulate in the transition from the hot tub to another attraction. Perhaps one of these could be a reason for the temperatures seeming cooler.
  
  Our entire management team and aquatic technician staff has been made aware of your comments.
  
  Again, thank you for taking the time to provide us with feedback about your stay.  It is through comments like yours that allow us to improve and meet the expectations of our guests.  We hope that you will allow us a chance in the future to prove that Great Wolf Lodge is committed to creating a safe and fun family experience.

  Customer Answer

  Date: 02/10/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22847146
  
  I am rejecting this response because:
  
  They were made aware of the problem with the water temperature by several guests and continue to claim that it was not a problem. They should provide compensation.
  Regards,
  
  ****** ***-*****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to do this the right way and out of the public eye, but apparently that method does not work. I stayed at Great Wolf Lodge over the 2024 holidays. All was good until I checked out. I had 6 pending charges for over $12,000. At this point over $4,000 have cleared my credit card bill and I am responsible for those charges. I have been trying to work with the WORST company customer service system I have ever experienced. I have called corporate, which the operator is a voicemail, twice and received no response. I started a case on 1/2/25. On 1/7/25 I was told that the case went to the location and they should reach out within 24 hours. I reached out on 1/9/25 as I have heard nothing. I was informed that the case was closed on 1/6/25 at 9:******* my pursuits of a solution I spent 45 minutes on 1/9/25 alone, being told that this or that person cant help me and then being transferred to a different number, I have talked with central booking, guest services, I even had a front desk number go straight to voicemail. I cannot believe a company can operate this way and NO ONE can help.

  Business Response

  Date: 01/17/2025

  Our guest has reached out via our corporate team as well as our CEO directly due to not hearing back from anyone on her complaint.  Our lodge here in *********/*******, ************** is where this BBB should have come through, but it got hung up going to another BBB and multiple other lodges.

  This guests billing & communication concerns have been resolved and the guest has been fully refunded for their stay at this time.

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed here through our Hilton Timeshare points. They ended up charging me through Hilton AND Great Wolf Lodge. The charges from Great Wolf Lodge maxed out my credit card so my children and I were unable to enjoy our stay as we had to figure out how we were going to pay for things. Great Wolf Lodge reversed the charges but they still have not been refunded. The arcade was also messed up during our stay and I was charged $250 and told they would reverse that charge as well but it has not been refunded. Over $1100 in charges that I have not been refunded.

  Business Response

  Date: 01/22/2025

  This guest is from ***************  We are located in **.

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried every method of communication with Great Wolf Lodge and it's absolutely impossible to get any sort of assistance.About 2 weeks ago, I booked the Majestic room on the website. It was around $500/night. I received a receipt with NO detail, no line item. The total ended up being over $1700 which means there are over $200 worth of taxes. I contacted *** several times, never could get an answer, it was always "this is your total." I resulted to *******, ********, email, chat, no response. Someone on chat finally told me to reach out to customer relations. I received a response 4 days later, with again, no ********* next question was, the Majestic was now sold out. I was inquiring getting the ******* for a price match. The agent said "no." Obviously the Majestic is higher demand, the agent said "no" no explanation provided.I find out that resort fee is $35. For what? There is no gym, but it includes service each day. What service? NOTHING is included in this price. We also have to pay $15 each day for parking and I was told it was secured. There is no secured parking. Anyone can come in.The website says there are NO microwaves in the suites. That is wrong. And the agent said "the website is wrong." We never found an ice machine. Was told it was between doors 2-5. Where are the door numbers. No response. The elevator was broken during your busiest time. We had to use the stairs and even carried our bags instead of waiting 10 minutes for the elevator.Your "Majestic" room set up is so awkward. Why is there a giant breakfast bar area when you can't make breakfast? It says "wet bar" because there is a sink. There is NO safe in the room. And the lighting is horrible. And why is there only one bathroom when the room sleeps 6 people. No full mirror, no second mirror. The set up is terrible and ancient.I want a refund of my stay. Your customer service is non existent, no reason for paid parking and your "resort stay" doesn't include anything.

  Business Response

  Date: 01/22/2025

  We are showing no record of the guest staying at the ******* Location. Without knowing the confirmation # and location of this concern I am unable to assist.