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:08/28/2023

  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.

  i scheduled a a mini vacation with great wolf lodge in july i have been trying to cancel the reservation since the beginning of August i have tried calling about 6 times and was on hold each time for almost half an hour i have tried chat talk online maybe three times and was on hold for at least 15 minutes each time i have sent emails i did get one response from great wolf lodge via email and they advised that they would get back to me soon they never responded to me i only want my refund back can you please help me thank you ***************************

  Business Response

  Date: 08/31/2023

  guest reservation was canceled and refunded in full without penalty fee

• Initial Complaint

  Date:08/22/2023

  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.

  Horrible Service/Lack of Accountability 

  Business Response

  Date: 08/24/2023

  I cannot find this guest in our database.  Also, I cannot open the attachments.  The information states that this guest is from TX.  This guest may have stayed at our TX location.

  Customer Answer

  Date: 08/24/2023

  [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: The reservation was made under the name *************************. The original room was **** and then I was moved to another room on the 5th floor. Room **** is the room that had to be treated for the bed bugs and is also were the roaches were found in the bathroom. When I asked the front desk did they need to have me formally check in they said it would be fine to leave the room as it was. Again the room was also not to have bands that could be charged so there shouldn't have been a balance. I was given arcade cards as well as restaurant vouchers bc we were out of the room for hours so we didn't have a need to charge any extra services or food. 
  
  Regards,
  
  *******************************
  

  Business Response

  Date: 08/24/2023

  Good afternoon,

  This inquiry was entered into BBB for Great Wolf Lodge - Pocono Mountains PA which we do not have a room ****, and the guest did not stay at our resort.  I am assuming they stayed at the Grapevine TX resort location.  I have reached out to our counterparts at the Grapevine TX lodge (they can not see this BBB concern - they are lodge specific) to reach out and correct/ discuss with you.  So sorry for the confusion. 

  Customer Answer

  Date: 08/25/2023

  [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:08/19/2023

  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 visited Great Wolf Lodge in the Pocono Mountains last b June 6th, 2023 for my daughters birthday. The email they sent said that their was Some refurbishments but there was a whole construction site at the facility inside and Outside. The tube filled up with water while I was trying to give my daughter a shower the very first night there and the water never went down plus the work being done at 7 am that woke us up. I spent $562.00 because I purchase the two night deal through *******. I have been contacting a supervisor whos name is ***********************. She promised me a 50% refund but it has been two months and still have received no refund. She stated it was because of the ******* representative who has not responded. She said the ******* representatives name is ***********************. I have gotten nowhere and at this point I believe I should receive a full refund! It doesn't take two months to process a refund and no one will give me the number to the **************** they just keep transferring me back to the facility that claims they cant do anything about the problem. My family and I drove from Brooklyn New York and my daughter’s birthday was 100% ruined because I had to call the rest of my family to tell them not to come because of the active construction site at Great Wolf Lodge.

  Business Response

  Date: 08/28/2023

  Guest was originally offered 15% off on property for inconvenience of construction when original upset occurred.  We have had the construction information on the website for two years prior to this guests stay with us - however since guest booked through 3rd party she might not have looked at our website and was only looking at ******** - which the details are in ******** fine print concerning our construction but we like to understand what a guest is going through. 

  Then she came down in the morning, screaming, yelling and cursing at staff members about her upset at 7am on 6.8.23.  Supervisor attempted to calm guest down, offered 50% off her stay which guest agreed to.  Guest booked through third party.  We already processed the 50% off through the third party (*******) guest needs to reach out to ******* for her refund sine we already released the 50% off.  This concern is considered closed. 

• Initial Complaint

  Date:08/08/2023

  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 book a stay with Great Wolf Lodge on Aug 4 for Sept 10-11. After getting the confirmation email. I notice the location booked is Pocono Mountians, PA instead of Grand Mound, WA.  I immediately want make the change to the correct location. The reservation page on their website is not accessible, so I sent them an email. Even tho I got an email confirming they receive my email, but they never got back to me. I call the next day coz it was late night when I booked the stay. Guess what, I waited from 9am to 4pm without being able to reach anyone. Today is the 8th, I still have not receive any response and not able to reach anyone over the phone. Can someone please get back to me helping me cancel the reservation (reservation # ********) and provide me the full refund. It's crazy that I can't reach anyone with either their web submission or phone number.

  Business Response

  Date: 08/31/2023

  reservation was canceled and fully refunded with out penalty fee on 8.23.23

  Customer Answer

  Date: 09/01/2023

  [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:08/05/2023

  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.

  this occurs on 8/4/2023. I booked a duplicate reservation and trying to cancel one. there was no way to cancel unless calling them directly. I was on the phone everyday and put on hold for over 2 hours and unable to reach anyone to cancel my reservation. I tried emailing as well and havent heard anything back. There is no way to cancel my reservation. I tried to look up my reservation and given an error page on the website. I just simply want to cancel my reservation and there no way to do so. My Reservation # ******** booked for sept 6-7 2023 @ pocono mountains, PA Total price is $167.85 date of transaction: 8/4/2023

  Business Response

  Date: 08/23/2023

  refunded for canceled reservation. 

  Customer Answer

  Date: 08/23/2023

  [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:07/26/2023

  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 was charged twice for my stay. And they are say they don't see me being charge twice when my bank statement says different.

  Business Response

  Date: 08/08/2023

  Guest was made aware that there was only one charge on their folio - they would need to wait for any pending things to fall off from the bank to show that there was only one charge. Guest was also reached out to after their stay and due to upset was offered 40% off next stay which they accepted. 

• Initial Complaint

  Date:07/12/2023

  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.

  We stayed at Great Wolf Lodge at Poconos, PA from 6/30/2023-7/1/2023. Confirmation number is ********. We did received our bill a couple of days after checkout and realized that a charge that was paid for at the restaurant was also charged to our room. There was a charge of $191.04 for the ******** restaurant charged to our room that was already paid for with a different credit card, so we were double charged. I am having a difficult time finding someone at Great Lodge that is able to help with this refund issue as no one picks up the phone and I keep getting the run around. Apparently, there is no billing department number you can call and the manager never picks up. This is unacceptable!

  Business Response

  Date: 08/03/2023

  correction made and refund provided for the ******** concern

• Initial Complaint

  Date:07/06/2023

  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.

  was charged for two nights and only stayed one.they said they would refund me in april.they have not refunded me and refuse to call me back.this was a gift to my son *************************** who stayed in march of this year.

  Business Response

  Date: 07/31/2023

  Guest was only charged for one night in our system - since the guest booked through *******- the refund would need to be provided by *******, we do not have the guests funds. 

  Customer Answer

  Date: 08/01/2023

  [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: I SPOKE TO ******* THEY SAID  WOLF LODGE MUST DO REFUND.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:06/27/2023

  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.

  I'm requesting a refund , the company them self refusing to give to me I drove 2 hours away for the first time to take my son there and due to the rain that started once I got there all slides were closed expect one the lines was so long ebcashe of this we went on once he was upset and so was I and I left all the slides were CLOSED I did NOT enjoy ma stay there due to that and I had got a day pass for the both of us I didn't get to use what I paid for and was a waste

  Business Response

  Date: 07/06/2023

  The waterpark is a metal and glass enclosure, if there is a lightning strike we must for the safety of our guests shut rides until the lightning passes. Rides on this day were not operating  for about 3.5 hours total.  No refund would be given for a thunderstorm/safety concern

• Initial Complaint

  Date:06/22/2023

  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.

  Reservation # ******** for Cabana rental at Great Wolf Lodge. Called Great Wolf Lodge they assigned me Case # ******** for Cabana dispute on 3/27/2023 - charged 12/30 $50.00 deposit - charged 3/25 $440. 50 remaining balance . The day of the cabana rental there was no lighting and the cooler that held our water leaked all over the floor. We knew the resort was under construction but wanted to still go. Our server said you should get this cabana fees waived for the day and told me go to front desk of the cabana rental . ****** who checked me into hotel the day before explained we would not be charged for the day and don't worry it will be refunded. Next day I didn't see a refund and went to front desk to check out where again they said would not be charged cabana fees. I get home still charged with no refund in site. Called the company several times and they kept hanging up phone or it got disconnected and never a phone call back. I feel after three separate employees told me get my money back $490.50 I should get it back this was not my fault and I never would have thought to ask. I am very disappointed at the lack of customer service and care the resort has. Leading up to our stay the resort also caused me great stress when they changed my reservation and tried to charge me more money . Everything about this resort and stay and booking was a complete nightmare. Please help. My ***** card company could not help and event a dispute at hotel did nothing . Thank you very upset consumer.

  Business Response

  Date: 07/06/2023

  guest disputed with CC - cannot extend any assistance since it went to the bank

  Customer Answer

  Date: 08/09/2023

  [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:
  

  Great wolf lodge Reservation # ******** for Cabana rental at Great Wolf Lodge. Called Great Wolf Lodge they assigned me Case # ******** for Cabana dispute on 3/27/2023 - charged 12/30 $50.00 deposit - charged 3/25 $440. 50 remaining balance . The day of the cabana rental there was not lighting and the cooler that held our water leaked all over the floor. We knew the resort was under construction but wanted to still go. Our server said you should get this cabana fees waived and told me go to front desk of the cabana rental . ****** who checked me into hotel the day before explained we would not be charged for the day and don’t worry it will be refunded. Next day I didn’t see a refund and went to front desk check out where again they said would not be charged. I get home still charged with no refund in site. Called the company several times and they kept hanging up phone or it got disconnected and never a phone call back. I feel after three separate employees told me get my money back $490.50 I should get it back this was not my fault and I never would have thought to ask. I am very disappointed at the lack of customer service and care the resort has. Leading up to our stay the resort also caused me great stress when they changed my reservation and tried to charge me more money . Everything about this resort and stay and booking was a complete nightmare. Please help. My ***** card company could not help and event a dispute at hotel did nothing as of 7/21/2023 . Thank you very upset consumer. Re-open complaint # ******** with BBB.
  
  
  
  Regards,
  
  
  
  ****** *********