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:01/19/2024

  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 made reservations to for my family and I to stay at Great Wolf Lodge from 01/16/24-01/18/24 for my son's birthday. A few days before our arrival, I received an email from the company offering me discounted upgrades to add to my reservation. I came across one that was a cabana for the last day that we were checking out for a discounted rate of one time charge of $125, which I have proof of. I requested this upgrade and was told I would know if I would receive it when I checked in on 01/16/24. I checked in and they confirmed that the cabana that I requested would be available to me on 01/18/24. On our last day, my family and I waited in line over a half hour to receive the cabana and I was then charged $186 for the cabana. I feel completely blind sided and lied to. I would have never agreed to this rate, especially since it is only $14 cheaper than a full price cabana and much more expensive than I was offered. I don't understand the point of offering me a discounted upgrade, only to end up charging me almost full price and never having it mentioned to me when I originally checked in for my stay. I have been staying with Great Wolf Lodge for many years and am very disappointed to be taken advantage of in this way and even more disappointed that we had to end our trip with an experience such as this.

  Business Response

  Date: 01/25/2024

  The guest was awarded the $125 rate, the guest also added on the Stocked Fridge option for an extra for $50 which is where the additional fee came in. 

  Customer Answer

  Date: 01/26/2024

  [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: ********
  
  I am rejecting this response because:
  
  At no point was I offered or told about the stock fridge. We didn't even utilize the stock fridge because it was never mentioned and assumed we would be charged. This was not mentioned in the offer, at time of reservation, or by cabana attendant. This was no mention of this presented to me whatsoever.
  

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

• Initial Complaint

  Date:01/16/2024

  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.

  I created a reservation which was canceled by the Great Wolf lodge. I called to get a refund and they have not still issued one yet. It was from 12/30/2023. I spoke to numerous reps and i keep getting the same run around. One agent said it was refunded, its been over two weeks and nothing, another said i would get a check in the mail and asked for my address which i provided. A agent told me to speak to the PA Great Wolf directly and i keep trying and trying to call and no one is answer. I called the 800 number and no is helping. I need to get my refund its over $300. They said they opened a ticket and someone will call me, no one has called me or emailed me with anything. Its useless there, i need to get a refund as it was canceled. I am not sure who else to reach out. This is horrible way to do any type of business especially with customers who have kids and spend alot of money and time at the resort there. I need someone to contact me and sort this out.

  Business Response

  Date: 01/25/2024

  The first reservation, the refund was processed, the second reservation unfortunately the refund was delayed and processed on 1.18.  both attached folios are here, the guest would need to reach out to the bank to see where the refunds are, both were processed.

  Customer Answer

  Date: 01/25/2024

  [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:01/12/2024

  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.

  My daughter broke out from something in the water or on the rides I'm not sure she was fine when I took her bathing suite off at the water park and I put her clothes on I took her home bathe her she screamed it hurts stop she couldn't even walk it hurt her so bad. My arm I got hurt on the chettha race something sharp was on the one slide when I raced mt daughter I'm fine hurts but I'm more concerned about my daughter! I'm very disappointed I went here to celebrate my son's birthday and now my kids are terrified to go to a water park again this isn't fair nor is it right! I did pay more money as I was there bought my son goggles they broke I even tried buying another pair. Overall I was not happy!

  Business Response

  Date: 01/29/2024

  Our safety team is following up with the guest claims

• Initial Complaint

  Date:01/07/2024

  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.

  We stayed at great wolf lodge Pocono resort from December 17th to the 19th. From the check in to the end it was a nightmare. When we checked in the room I had reserved months in advanced wasnt available so we had to downgrade to a different room and then wait until 6pm to actually get into a room. So we had to sit in the lobby with all our belongings for almost 2 hours when we were told it would be ready within 15 minutes. The food that we paid a lot of money for was not good and there was issues with being able to charge to the back to the room for the food package I paid a lot of money for. Then to top it all off on our final evening we had dinner at fireside and 2 of my guests had the salmon which we had to wait an abnormally long time for. Everyone else was done eating their food before the salmon even came out. The 2 guests who ate the salmon got so sick over night that they had to go to ******** hospital the following morning where we were informed that we were the 4th number of guests who had presented with food borne type illness symptoms from that resort within the past 48 hours. I was contact by a manager named ****** who claimed he would mail me a voucher within 2 weeks for one night which I have yet to receive and then I was also contacted via email by a ****** who claimed she would call me and never has. I spent a lot of money for the worst vacation of my life.

  Customer Answer

  Date: 01/16/2024

  Great wolf lodge had contacted me back and made good on their promises and made this situation correct. 

  Business Response

  Date: 01/29/2024

  It was explained to the guest that the room they booked had a maint issue and was deemed unsellable, we provided a comparable room (they were in a premium suite and were provided a premium suite) plus we took of 20% for the inconvenience and extended complimentary dinner at the **********Restaurant and a late check out . After that compensation was given the guest made us aware of a concern with her family being ill to which we took action and followed up with her already.  As a gesture of hospitality, we provided full refund back of her nights and dining package. 

  Customer Answer

  Date: 01/29/2024

  [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:01/05/2024

  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.

  My family stayed at great wolf lodge in scotrun December 27-29 our confirmation number is ********. We ended up leaving 1 day early due to numerous horrendous interactions with employees, one of which an employee put her hands on me, after I confronted her for being extremely rude to my husband!1) at dip n dots at the water pack the server, ******** rudely shouted that they were out of cookies and cream. We picked other flavors and she told my husband to scan his room bracelet to pay. The bracelet did not work and she put her hands up and yelled at my husband that it was declined - he was so taken back by her rudeness that he stared at he left for a few seconds. She aggressively then turned her register so he would see the screen, put her hands up and rudely shouted "it's declined! Do it again!" At this point I told her she was rude and asked her her name! She ripped off her name tag off, grabbed my arm and put it in my hand telling me to take it with me for when I file a complaint about her. An employee touching me is unacceptable - this interaction cause us to leave 2)at the ********* we got a cup from an employee so my child could get candy. Upon going to pay and employee accused us of reaching behind the counter and getting the cup ourselves. Apparently her coworker should have made us pay upon getting the cup and didnt, so she assumed we took it 3) breakfast buffet- the young people working the counter gave us the charges and told us that we only needed to tip people busing the tables, as there was wait service. After my husband wrote they amount the two people at the front looked at each other and rolled their eyes. For 5 people the buffet is well over $100- not once did anyone clear out plates, they just stood around talking 4) the water park was so crowded that my daughter got punched in face in the wave pool because there wasnt room move and someone was trying swim 5) hungry as a wolf waited 10 minute someone to give us our order. The order was wrong

  Business Response

  Date: 01/25/2024

  Guest refunded 25% ($468.70 after taxes) and pack member from the interaction was terminated from employment. 

• Initial Complaint

  Date:01/04/2024

  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.

  During our visit on November *****, 2023, the balcony of the hotel room would not lock and the room and our belongings were unsecured. We worried that random people would come into the room in the middle of the night or when we were at the waterpark. Additionally, there is an area in the waterpark where there is a huge bucket of water that is filled up slowly and the water pours down when it is full. When the water came down from the big bucket of water, the water pressure was so high that it pushed my child into the sharp arm of a chair and cut her face. We took her to ****************** where she got ************** and it cost $158. The chairs with sharp corners created an unsafe environment and should not have been in that area or anywhere else in the waterpark on the resort. My child now has a visible scar on her face that will stay with her for the rest of her life. We are very disappointed with our hotel stay and the waterpark experience.

  Business Response

  Date: 01/29/2024

  Our Safety team has been in communication with this guest. They are taking the lead

  Customer Answer

  Date: 01/30/2024

  [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: 21100495
  
  I am rejecting this response because my request is not addressed. I requested a reimbursement of the $135.15 hotel stay and $158 medical bill, but I was only sent a 50% discount coupon toward a ***********.
  
  Regards,
  ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/13/2024

  For internal notes only, not to be publicly posted:

  We have been in contact with the guest as recently as today, 2.13.24. A refund was issued for the room and she was issued a comp stay for a future visit to redo their experience. This was resolved and no further contact should be needed.

  Customer Answer

  Date: 02/26/2024

  [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:01/02/2024

  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.

  Made reservation online. Needed to amend so used reservation line. Needed a room near main building so asked to change to a comparable room from villa suite at 1,399 nite to a wolf den and was given 1,599 / nite. Was charged 1,599 for first nite then 2,199 for 2nd nite. Was never told fee was that high for 2nd nite. Online price for the room was 1,299 so how deceptive not to be told they could charge that much. That’s 900$ above the online rate and $600 a nite difference! Phone review showed I was never given that rate but told 2nd nite mite vary…. Really!! How to take advantage of people who rely on customer service.

  Business Response

  Date: 01/25/2024

  Guest booked on 12.20.23 at 7:00am and booked a Villa for $1499.99 for the first night and $2199.99 for the second night.  She called back at 8:27am to change the room style to the Deluxe Suite in the mountain tower. The rate was offered and updated to her for $1599.99 for the first night and $2199.99 for the second night.  We are a flex rate hotel so all our rates change through the day depending on bookings and availability.  Since the guest changed her rooms style, the different room cost $100 more for the one night. When booking online the guest is offered an average rate per night, but if rates differ then one can be higher than the other by night, but the quote is still the same when averaged. I hope this clears up any confusion there was. Guests original confirmation and her update confirmation can conclude this information is accurate. 

  Customer Answer

  Date: 01/25/2024

  [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]
  Thank you BBB for your quick action.Lesson learned here is Great Wolf reservation line is not there to help customers with their plans but to feed the bottom line for the business. Changing rates by ridiculous amounts by the hour is just deceptive. Caution to anyone looking for help using this line. When your balance is shown on confirmation it is not detailed as to show rate charged per day- you assume balance includes extras ordered like paw passes and cabana not a $600 jump per night, $900 over internet price.

  Thought I was dealing with a decent buisness.Never again.
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:12/20/2023

  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.

  The gift card balance has disappeared. Online tracking says invalid. I want a refund for the amount.

  Business Response

  Date: 01/03/2024

  This gift card is over 5 years old.  Any card that wasn't used for five years or more unfortunately goes to the state as unclaimed funds.  The merchant is not permitted to retain the funds and needs to release to the state.  The guest can go to the state that the card was purchased with the original email address to retrieve the money.  GWL does not have this money. 

• Initial Complaint

  Date:12/17/2023

  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 paid the price of 2 day passes for me and my toddler for Saturday December 16 2023. We drove one hour . When we arrived even though we weren't checking in for hotel stay and had already prepaid for the day passes we had to wait in regular hotel check in line. When finally was our turn the staff that was supposed to just hand us the wristbands after showing her the email in my phone with confirmation number turned out to be rude to me and my child. Frowned at us berated us and then disappeared with my bank card and my driver license for another 30 minutes God knows where . Horrendous experience. We left . I want the full refund of $170.17 back to my bank card asap. Last digits of card **** I want full refund of $170.17 back to my card asap.

  Business Response

  Date: 12/21/2023

  This guest submitted for Great Wolf - Poconos.  We are unable to find a reservation under this name, cell number or email address.  The address and area code indicate the guest lives in California.  We believe this guest submited to the incorrect lodge and will need to reenter. Have a great day.

• Initial Complaint

  Date:12/13/2023

  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.

  BE AWARE! I stayed 12/9-12/10 in room **** with my husband. After a long drive we arrived and were able to get into our rooms right away. However, my mistake was that I didn’t inspect the room and taking pictures or videos of how I received it. I spent a good amount of money on hot foods at and around the Lodge. But am being charged for a burn mark on the rug by a hot plate. One of my guest noticed a “hotplate” ring on the floor and didn’t think anything of it and didn’t notify me. Then I noticed it to in the rush of checking out and thought the same thing. Little did I know I was going to be charged $1k for this. This place is overcrowded, overpriced, and now scamming me. Take your money elsewhere. The picture shows where we saw the mark and it’s the day of check in. I also adding a picture of a post who experienced something similar. They cleaned out my bank account and left me with nothing.

  Business Response

  Date: 01/04/2024

  resolved with guest