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:12/22/2024

  Type:Product 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.

  Received $300 in gift cards issued by Great Wolf for a present for my kids Christmas. Nearly impossible to use these to make a reservation. You have to call which I did. Online I could book a room no problem. When I called I was told they are fully booked. I said I could book online right now. They gave me the number to the hotel apparently, *****************, to be able to check their availability. I called, no answer and voicemail was full. That number texted me back but stopped responding. I ended up booking without using the gift cards because there was only 1 room left. All I want is to be able to use my gift cards towards the reservation when I check in. This is my second trip trying to use the gift cards. The first was unsuccessful and the trip ended up being covered by the hotel for the mishap. My credit card was charged the full price. I want a refund for $300 and then I can use the $300 in gift cards. Its extremely frustrating to get a gift card to a business where it is nearly impossible to use. Resources should be used to address this problem in a billion dollar business

  Business Response

  Date: 12/29/2024

  Howls!

  I am so sorry for the delay! We were able to process those gift cards on the account and refund the $350 on 12/26 to the card on file. You should see this refund in your account in 3-5 business days from 12/26.

  Thank you! 

  Customer Answer

  Date: 12/30/2024

  [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: 22721349
  
  I am rejecting this response because:

  one of the $100 gift cards did not process

  
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 02/03/2025

  This was resolved 

• Initial Complaint

  Date:12/20/2024

  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.

  Hi. My and my family visited great wolf in ******* on ********* for a birthday we arrived at 6:00, and couldn't check in until 6.45 due to not being able to find our reservations and computers going in and out. We were able to check into our room and use the waterpark until 8:00. We left in the morning before being able to do anything else due to a reoccurring mental psychosis seizure related medical emergency where the police and ems were called. The security was less then helpful in such situation, as well as self aware liable township police. I'm requesting a full refund in the amount of 203.39$ as well as the 100.00$ hold placed on card to be withdrawn as it hasn't as of Dec 20.

  Business Response

  Date: 12/30/2024

  I reached out to Ms. ***** and was able to issue a refund of her room rate. I let her know the $100 incidental was refunded at check out and any issues with that payment would need to be addressed by her bank. She is satisfied.

• Initial Complaint

  Date:12/16/2024

  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.

  My family and I stayed at the the lodge on 12-2-24 to 12-3-24. This is my first time staying at this resort and we were happy with the accomadations and our stay. I recieved a a copy of my transactions while at the resort and there was a charge to the ********* Resturant for $312.66. We NEVER ate in this resturant and for that matter NEVER stepped foot in the resturant. I understand errors can happen but I have called multiple times to discuss this after being on hold for ***** minutes at a time and honestly keep getting the run around. They say someone will call me back but they never do. The last time I spoke with someone they pulled up the reciept and agreed that it was not signed by me and someone must have charged it to my room but they coudnt do anything about it. The meal charge was for more than my total room charge for the stay. It is the holidays and this is a hardship for my family and frankly I feel they stole the money from my account. I asked if they had cameras in the lobby and resturant so they could verify I did not go into the resurant and they said yes and they would look into this but I have recieved no phone calls. I called again today to ask to speak with a supervisor and I have left a message again but I am certain I will not recieve a call back.

  Business Response

  Date: 12/20/2024

  Howls *******,

  We do apologize for any inconvenience this has caused.  I can confirm that your check has been refunded and you will be receiving an email with the refunded invoice.   

  Customer Answer

  Date: 12/24/2024

  [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:12/02/2024

  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 am not that happy with stay here. We arrived on Dec 1 2024 at 1:30pm and pre checked in. I waited in line for 1hr to checkin and pay balance and then waited another 3 hours with a disabled partner, my daughter (the birthday girl ) and her friend to get in our room. We get to our room the TV was not working and the thermostat they took 1 hr to fix TV then 3hours for someone to come here to try to fix thermostat to find out a part is missing and our room will remain cold. They tried to accommodate with blankets free breakfast and priority ******************* for issue but never offered to upgrade room. Now today 12.2 it's 4pm and I requested our room to be cleaned at 8am and no one has cleaned it yet. This is not worth the money n and the customer service is bad. My kids had fun, but it has been a very uncomfortable and unpleasant stay even though some staff here have tried and helped to make a good experience for the kids but im still not happy because some things are unacceptable when you spend money your comfort should be top priority. I don't think this situation was satisfied enough. We should get a 75% refund for our stay. I am here until 12.4.24 freezing in the room that's as cold as outside. That's not ok.

  Business Response

  Date: 12/12/2024

  As the geust stated we attempted to correct in real time. We had engineering to the room to fix the issue, comped different items, breakfast, premium seating and provided $99 worth of activities.  The issue was resolved and guest accepted comp items to correct issues.  We were unable to move rooms with a sell out night, but fixed issues.  No further compensation will be offered.  Fair compensation provided. 

  Customer Answer

  Date: 12/12/2024

  [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: 22628866
  
  I am rejecting this response because: $100 dollars  and extra blankets that did not help is not sufficient to enduring a cold room for 4days and 3nights or the horrible customer service overall. Here is more details of the uncomfortable stay 

  Awful Stay and Service
  This was one of the worst stays ever. I had always wanted to go to ***. I never got to take my now 19 yr old son, so I decided to take my daughter for her 3rd b-day this year. We had already went to ******** in April 2024 so I said lets try here. There was one in Mass but I thought online the one in ** looked better so we went Dec 1-4. I paid for the birthday bash and the wolf pass $89.99 and $99.00 plus our room cost. Strike one was the long wait to check in getting there at 1:30 pm with my toddler who's birthday was the day we arrived and her 5 yr old friend. I had to wait in line 1hr to check in lines were long and slow. We didn't get into our room until almost 5 pm unacceptable. At ******** we were in our room in 30 mins. We get to our room, tv doesn't work and at that time we had no idea thermostat was broken too. It took someone 1 hr to come and fix the tv with a total reboot. After we went to the water park we realized that the thermostat was not working. We called service 6 times before someone came which was a total of a 3 hr wait. The thermostat was broken and we were freezing with two toddlers and my disabled partner (the 4 of us) they said they were waiting on a part and didn't know when it would be fixed. They offered us extra blankets but no room upgrade. We got free breakfast due to long check- in but really 4 days and 3 nights in a freezing room with two kids and 2 adults that is as cold as outside was when paying a lot of money for a stay away from home is unacceptable we had to endure the cold every single night and the kids kept coughing and it snowed one night there. It is upsetting that no one even thought to offer a room change or upgrade for the trouble just let us sleep in the cold room where extra blankets were not enough. Service was slow to clean the room. One morning, I woke up at 7am and requested full room clean at 8am. No one came to clean the room until 4:13pm which they couldn't really clean because by that time we were back in the room resting, my daughter was taking a nap and that is unacceptable. At ********, rooms were cleaned by 12pm. I want between a 75% and 80% refund for the uncomfortable conditions there and the bad service. If it had not been for some staff and the good kid entertainment, it would have been a worse stay. My daughter had fun but we were uncomfortable and would never return because of it especially for the money spent. I will always choose Kalahari over Great ***** Lodge in the future. The rooms looked like dorms and small all rooms I saw weren't that big and we paid for an accessible room my partner has a scooter and crutches and the room was tight. At ******** our room was huge so much better stay there. I regret spending the money for Great Wolf and not going to Kalahari due to comfort and better service at ******** but my daughter enjoyed it but I was not happy. I complained to the BBB as well.
  
  
  Regards,
  
  ****** ********
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:11/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 many issues with this establishment. Moved our room before check out . Is number one. I am filing a lawsuit because I have an infection in my foot since going moths ago

• Initial Complaint

  Date:10/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 booked Great ***** Lodge, ********** location . Check in on 10/17/24 check out on 10/19/24. The reservation states you have access to the water park the entire day of check in and check out. I drove 6 hours to the water park with 3 kids and when I arrived they told me the water park was shut down and offered only a $30 credit. The cost for 1 day at the water park for my family of 4 was $231 (this includes taxes) . My family was there for an entire day before we could access the water park. I did not come here to sit in a hotel room. I did not plan to buy any additional services or packages as my kids were only wanting to do the water park. The staff response after driving 6 hours was that they were offering $30 refunds or I could turn around and go home (which was not reasonable after driving 6 hours with a 4 year old, 7 year old and 10 year old) . I want the full price of the day the water park was closed refunded. A $30 refund is a slap in the face when they charged me $231/ day . I do not want the entire price of the stay refunded as I was able to access the water park the second day. However for the first day I do as we did not get in at all.

• Initial Complaint

  Date:09/18/2024

  Type:Facilities Issues
  Status:

  UnansweredMore 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.

  This place has a ton of complaints and never answer so I doubt they will answer mine . I scheduled a trip with my kids and the rooms were so disgusting my wife and daughter fell ill within 24 hours of being there . I checked out of the hotel 3 days earlier then scheduled with the promise of a refund . Its been two months and still no refund . Every time I call I get transferred around non stop and promised that it will be escalated and it never is . This place is a rip off , its disgusting and they are now stealing from me .

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My family booked a stay for a mountain tower kid cabin suite from Friday, September 14- Sunday September 16. We paid extra to get the kid cabin for our child. Starting on Friday night, the smell of marijuana started coming into our room specifically the bathroom, and kid cabin suite area. We have a small child and I have asthma so we immediately contacted the front desk-in person and they said they would have security take care of it. Later Friday night the marijuana smell came into our room again, specifically in the kid cabin and bathroom again. I went down to front desk and the employee said they would contact security. This continued throughout our stay and in total, I contacted the hotel front desk 5 times, but it was never resolved and no security ever reached out to us. Both nights our child had to sleep in our bed in order to not breathe in the marijuana that was permeating the front area of our room at all hours. This is a family friendly resort and NOT acceptable. Upon check out I asked to speak to a manager and was told again security would contact me but no one did. The manager would not talk to me. I called after we got home and was told by reservations that no one was available at the desk to speak about this. We would like a refund on our hotel stay since we paid for a kid cabin suite but did not get to use it in that capacity and the health issues of marijuana smoking at a family resort were never addressed. If marijuana smoking is NOT a common occurrence, We would also be ok with a complimentary stay of two days in this level room or higher for a future visit so we can enjoy the hotel in the capacity we originally intended

• Initial Complaint

  Date:09/13/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 booked a room at this lodge for my 6 year old sons birthday on ********* , upon arriving I was told I had to put a credit card on file for a room hold. I proceeded to put my card on file and was assured the money would be released in no more than 7 business days. After leaving I called 2 days later to make sure the money would be transferred back into my account, in which I was told it was already sent back and to contact ****************, I contacted **************** only to find out they had never received anything from the lodge. I have continued to contact the lodge to resolve this matter only to be told I cannot speak to a manager repeatedly and then when I finally spoke to one today (17 days later) he told me that he could not help me and basically I would be out of $400+. This place is known to do this to customers quite frequently and when you call they transfer you and/or disconnect the call as they have no reasoning on why I still havent received my money. I spend thousands yearly with this place and the fact that Ive placed a dozen calls and am still out of the money is extremely frustrating. ***** Fargo is trying to dispute the issue as of right now but they said more likely than not I would lose the dispute. I just want my money back and not one person from corporate or the location are willing to help. In a time like now $400 is a lot of money to me as I am living check to check and taking care of a disabled child. Please reach out to me and help me. Thanks in advance.

  Customer Answer

  Date: 09/13/2024

  Correct it is the Scotrun Pennsylvania location AKA Great Wolf POCONOS. It it’s completely fine to put anything I’ve said on any outlet you would like. There is a Facebook group full of people that this has happened to and unfortunately as I was told by a manager when I finally got through to one after 17 days is they don’t answer the phones after most people check in.

• Initial Complaint

  Date:09/03/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 was charged twice for my hotel stay. I booked my reservation through my corporate website and prepaid for it. However, upon arrival, I was asked for a credit card for incidentals, and the hotel charged my card without my consent for the stay, despite the fact that it had already been paid for. I've been trying to obtain a refund but have been unsuccessful. I have opened a claim with the hotel, but I have not received any callbacks or emails in response.