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:09/02/2024

  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.

  Reservation #A6S547G9VV Date: Sep. 02, 2024 - Sep. 04, 2024 ****************, ** Room Type KidKamp Suite, Balcony/Patio Water Park Passes Included Above are the details for my reservation, but upon arrival, I got assigned to roomt 2001 which had no balcony or patio. I complained to information desk and they couldnt get me a room with balcony due to them being over booked since its Labor Day. I booked this over a month ago so if they knew they wouldnt have a room with that setting they shouldnt have offered it. They were able to give me a complimentary breakfast but that doesnt change the fact that I didnt get what I paid for.

• Initial Complaint

  Date:08/28/2024

  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 went to great wolf lodge with my family for one night. And they charged $128.05 on my card that they shouldn't have. They also went against their own policy which I pay $100 in room insurance and they would pay that back within 7 to 10 business days and I haven't gotten that back. I tried calling the facility and they won't answer. It just keeps redirecting me to the call center. I've been transferred ************************************* to the call center. The call center stated twice that someone would contact me within 72 hours and that never happened. Now the call center is hanging up on me. So basically they stole $228.05 from me and they won't give it back and I'd just like to have the money refunded to me that they took.

• Initial Complaint

  Date:08/11/2024

  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.

  On 8/10/24 I made a reservation for day passes with my credit card online. I was bumped off first and then the second time I had to navigate the various advertising bundles and slippery sales traps. Nothing on the confirmation email said I had to show a photo ID at the door so when I got there and didnt have my photo ID, I was told I couldnt get in. Thank goodness the party I was with had theirs and paid. I was told that my credit card would be refunded. To make sure I spoke with 3 other people at the lodge, went back and forth via chat, 2 customer service representatives that eventually hung up on me to the tune of over 2 hours. I will never go to this place again. Very overcrowded. Two pools shut down for over an hour due to ****, no lifeguards in site, extremely loud, lemonade and ice machine not functioning. Oh and then there was the $20 self parking fee that was not mentioned either. Do not waste your time here!

  Customer Answer

  Date: 09/08/2024

  They have credited my credit card the amount to have been refunded. You can close the case. I forgot to mention though that they do not advise you that there is a $20 parking fee until you get there. That is why I had to show my identification that I did not have with me. I had already paid for the day passes on my credit card previous online. This is not acceptable and I will not visit this place again. Thank you for your help.

• Initial Complaint

  Date:07/27/2024

  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.

  we stayed at ******* great wolf 7/23 to 7/26 i booked thru groupon. they charge our card for 100 plus 20 a day parking .. . decided to get breakfast ******* for ua forthe3 days 137 which i paid on a different card. they billed that and also billed my acct again and then also charged me another ****** i go to front desk they said they dodnt understnd why but **** would take care of it. i had to keep going back and forth up and down 4 flights cause elevators were packed t2 nd day take kids to breakfast and locked problem with lock couldnt be fixed literally took 4 hours to get a new room they gave me a room whick we pack everything up and go to room guess what someone else was in there ao now my blod pressure is through the roof im sweating kids r miserable. finally get it right another 500 charge they gave the kids a build a bear a piece and a dinner voucher which was fine but this was totally stressing to tbe max. go to check out in am to make aure all is good return my towels 5 scan my braclet and they said i would see the difference refunded final bill ****** i would get difference from the 500 i also spent money on my card ( different ) for other things i probaly apemt over ******* for 3 days total they assured me everything will go back. get home and they literally charged me another 60 plus take for parking when the already charged and i sw *** and they aent email to ************** to get back to me and dont i wake this morning for another charge ***** for towels which were handed back. this is totally unacceptable and for this to be allowed and they keep charging peoples cards is disturbing. if people dont keep checking theu probaly would never know. this experience was horrible we had taken my granddaughters from ********* to have noce which has called nunerous stress. and totally anxiety. i need to be reimbursed a vacation turned into a nightnare and this is torally not fair to the people paying for this. okease help me please please

  Customer Answer

  Date: 07/29/2024

  hi i also have called numerous times and get transferred to billing and get disconnected.  so stressful .. also i do have other attachments if u need i dont know how a company can just keep adding on your card like this .. my bank acct is going start having issues id they do not release my funds.  i actually have more to say of things that went on but i could only put so many characters 

  Customer Answer

  Date: 07/29/2024

  hi i also have called numerous times and get transferred to billing and get disconnected.  so stressful .. also i do have other attachments if u need i dont know how a company can just keep adding on your card like this .. my bank acct is going start having issues id they do not release my funds.  i actually have more to say of things that went on but i could only put so many characters 

• Initial Complaint

  Date:07/18/2024

  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.

  I booked a two day stay at great for 6-25 thru *****. I put down a $261 deposit and was told I would be charged the additional $211 upon checkout. When I checked in on 06/25, I was told that I would be $100 per night for incidentals which would fall off. I said ok as thats typical for hotels. When I checked out on 06/27, I noticed I was charged the $200 incidental fee, so I questioned it. Then I was told that the incidental fee would actual be refunded within 7-10 days. I called after 10 days, and I was told its actually 10 business days, not calendar days. I called after 10 business days and they a.case. I was told someone would reach out after 72 hours. Its been almost a week and still no word. Great Wolf owes me $200 and Id like it back

  Business Response

  Date: 07/27/2024

  The guest was authorized the remaining balance due at check in plus $100 per night to cover incidentals, the guest then spent $336.76 in incidentals, plus her remaining amount due for her second night which brought the total to $610.34.  Please see folio attached.  The guest wasnt overcharged.  

  Customer Answer

  Date: 08/08/2024

  This will be the second time providing this. My complaint was improperly closed.  
  I can add, I know how much I spent while at Great Wolf.  However, per my receipt I owes a remaining ROOM balance of $273.  However I was charged $291 as a remaining balance. $211+ 40 + 40.  If theres an $80 report fee thats fine, but it should have been disclosed. You cant change a rate after booking 

  Customer Answer

  Date: 08/09/2024

  Hi *******,

  My complaint was improperly closed and you communicated to the business that I failed to respond. That is entirely untrue and I want to understand how this happened and how it will be remediated.  I received a notice that the business replied to my complaint. I rejected their response and provided more documentation/information. Please help me understand how that is classified as a non response??????

  Please advise how to proceed as Im not being treated be fairly.  

• Initial Complaint

  Date:07/09/2024

  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.

  I prepaid for my granddaughters 5th birthday in full including a $200 security deposit and still have not received the refund of the charge. That was on May 15, 2024 and today is July 9, 2024. I received an email stating the refund is coming after multiple phone calls from ***** customer service representatives giving me the run around. Please help!

  Business Response

  Date: 07/16/2024

  Guest used the incidental hold amount and the additional funds, no refund due back bc of what guest spent while on property. Please see folio attached for details

  Customer Answer

  Date: 08/22/2024

  Today is August 22, 2024 and I have not had any further communication regarding my case. This is horrible.  What other recourse do I have? Great Wolf Lodge does not return any of my phone calls and they stole my money.

• Initial Complaint

  Date:06/21/2024

  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.

  Checked out 6/12/2024, held $89.00x3 for about $300. After an exhausting week taking time out of my job to call daily. I am rerouted to the reservation company every time. They try to transfer me ans literally no one picks up. I left several messages and have two different escalated tickets on this matter. As I wrote this I on hold yet again as the only human that answers can bnk it even transfer me and get someone to pick up. This is unacceptable. answers.thereservation

  Business Response

  Date: 07/08/2024

  This was corrected and refunded on 6.27.24.  Please see attached for the folio showing the refund and correction.

• Initial Complaint

  Date:05/15/2024

  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.

  In February, I booked a two night trip to the ******* Great Wolf Lodge. I paid a $174.38 deposit. My husband tried to surprise me by calling to pay off the rest of the trip, which was another $174.38. He gave his card info over the phone and was told they were having some issues and to call back the next day to make sure it went through. He confirmed the charge was taken from his bank account, and called to make sure it was all set and was told YES by the Great Wolf Lodge customer service. Upon arrival May 14th, 2024 however, they claimed they saw no such charge on their end, despite me showing the bank statement, proving the money was taken. I was told if they could not find the money, I would be charged again for the $174.38 on departure. I was told to call the ***** number, which we did, who then transferred us to the location we were already at, WHO THEN told us to try the ***** number. We were given the runaround. They eventually "found" the charge, and said it was voided and should have "kicked back" to his bank account, and "maybe" it'll take about a month . The charge was still taken and there was zero indication that it was voided or being refunded, even the person at the bank confirmed there was no indication of this. Being treated this way, we didn't even feel comfortable staying and asked for a refund. If they at the very least tried to make things right, we would have stayed. Absolutely ZERO attempts at reconciliation were communicated and no compensation was offered whatsoever, despite showing all the proof that this was their error, and their error alone. We didn't even set foot inside our room. Our kids were devastated after being in the car all day and I'm extremely disappointed in this company for failing to make things right. The initial deposit I paid has been issued as a refund, and we can only hope they refund the $174.38 my husband paid. My hopes aren't high, as they won't even provide proof that they found it "voided". I'm now being ignored.

  Business Response

  Date: 05/25/2024

  We would recommend the guest speak with her bank, we show one charge on 2.14.24 when the reservation was create and deposit taken, and then when it was canceled on 5.14.24, the refund was processed back to the same card.  please see refund receipt attached. 

  Customer Answer

  Date: 05/28/2024

  [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: 21712623
  
  I am rejecting this response because:

  
  

  As I very clearly stated multiple times now, the charge that I'm referring to is from a DIFFERENT card ending in 8084 which was paid during a phone call to the Great Wolf Lodge ***** number on 04/30/2024 and cleared on 05/01/2024. It's funny that you can't see it, yet I was told that the charge to 8084 was found. I have text messages from multiple representatives from the ******* location that I can also show if needed. Upon the last conversation, I was finally offered the possibility of some sort of compensation (only after pointing out that I was surprised it wasn't offered) and since then, I've been ignored upon my following up to ask about said supposed possible compensation. I was given a vague image showing the charge in question as "void", which you're now claiming doesn't exist at all. I'll attach that to this response.The rep I spoke to said it "should have" been voided and the money "should have kicked back" to the account, but it did not, and still has not been received as of 05/28/2024. Great Wolf Lodge DID TAKE the money over the phone and I can prove it with a bank statement, and will add a screenshot to this response. I also DID prove it with a bank statement in person on 05/14/2024, but it apparently wasn't good enough and I was still treated like I was scheming or something. The bank has already been contacted and is also investigating this. The fact of the matter is that the money was taken from the account with card ending in 8084. What they did with the money is the question, and it's 100% the company's responsibility to find the answer. 

   

  For a "family oriented" company, the customer service is severely lacking. No one seems to know what they're doing. They just continuously refer to someone else, yet NO ONE who I'm being referred to can even figure it out. I'm providing all of the proof and still being treated like I'm wrong and lying. 

  Regards,

  
  

  ***************************

  
  

  
  

  
  

  
  

  
  

  
  

   

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

  Business Response

  Date: 06/13/2024

  Unfortunately, we are not able to assist this guest.  We (merchant) have refunded and shown proof of the refund that was processed.  The recommendation is for the guest to speak with their bank as to why they arent seeing a refund. We are not able to refund a charge twice as the guest is requesting for us to do. 

  Customer Answer

  Date: 06/14/2024

  [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: 21712623
  
  I am rejecting this response because:
  
  As I've stated multiple times now, the charge I'm referring to is DIFFERENT and from a DIFFERENT CARD NUMBER than the one that was originally refunded. There are TWO SEPARATE PAYMENTS that were made. They have BOTH since been refunded after an EIGHTY-THREE minute phone call that I made on 06/01/2024. I was informed during that phone call that all they had to do was have a supervisor sign in to find the charge in question. I was also informed that they COULD HAVE done this when I attempted to check in on 05/14/2024, yet they simply CHOSE not to make that effort for me. If they had, they would have easily found the payment, we could have prevented ruining my child's birthday celebration, we didn't have to drive hours just to turn around and go home, and I wouldn't be writing this right now because they would have made things right. I'm sure they have phone recordings of the conversation where the representative admitted this to me. I believe her name is *******. I was offered the possibility of compensation for this miserable excuse for customer service, and as of today, 06/14/2024, no one has responded to me about this supposed compensation. I have proof of this conversation as well as everything else. They did reissue the money to my husband as they should have, at the very least. However, I reject their rude, condescending, and clearly uninformed responses due to the fact that 1. no one at this company seems to know what they're doing,  2. They had the ability to fix things immediately and decided not to, and 3. They straight up tried to get away with taking the money, pretending they had no way to find it, and keeping it! Imagine how many people just accept their sorry excuses and never see their money again. I'm glad I kept on top of it. 
  Great Wolf seriously needs to do better. 
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/25/2024

  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 have been trying to book a birthday party since February 2nd. I purchased a Groupon, but have no way of actually redeeming it. I have tried every process... Online, front desk, lodge director, sales director. I keep getting the run around and nobody will actually schedule the party that I paid for.

  Business Response

  Date: 02/29/2024

  I believe ************************ is trying to book a birthday party in **.  We are located in **.

• Initial Complaint

  Date:01/30/2024

  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.

  Good morning, We stayed at great wolf Jan 21-22. We started out in room **** where we arrived and the birthday stuff was not placed in the room and there was a girl knocking and handed me everything in my hand which took away from the whole ‘’birthday surprise’’ I spoke to the manager and she said she will refund it. But they refunded the second room to my ********** when my payment for the orginal room ****was through affirm My kids are put to bed at the heat was not working but the draft from the sliding door was pretty intense and I figured let me try the fire place but it did nothing. I reached out for the heat and at 11pm ish there was a banging on the door. To ‘’fix it’’ as my fiancé went to check I was standing by the bathroom as I see roaches crawling down the ceiling I told him to turn the light on and there were running all over the sink we caught a short video of it but when I say there was at least 7 huge roaches I never seen that before. We message the front desk not one person seemed concerned I run down they say okay I’ll change your room but I have a 2 year old and 5 year old sleeping so not only did I have to carrying sleeping child at this point it has to be about 11:30 pm through the hallways to a whole other floor but pack up every single thing. We came here for our children’s birthday and are very disappointed they said they will refund us everything but upon checking nothing has been refunded to the affirm payment but they refunded one room to my Mastercard. I’m confused and hope you can help out. We have had many stays at great wolf and it’s sad that we had to experience this. On top of that my so. Bad bed bug bites I’ve emailed them one response and no one ever reached out again

  Customer Answer

  Date: 02/07/2024

  Good morning I recieved an email from them today regarding the refund so this can be canceled out

  Business Response

  Date: 02/17/2024

  We have attempted to reach this guest on 2/2/24 regarding her new concerns. We were unable to get in touch so I have sent an email to set up a time to connect.

  Business Response

  Date: 02/17/2024

  We reached out to the guest and refunded her stay. This issue has been resolved