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:06/13/2023

  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 stayed at Great Wolf Lodge at the Concord, NC location on May 29, 2023. I provided a debit card for incidentals I have not had the money returned to my account it has been over 14 days. I made several attempts to resolve the issue and the money is not returned. This is in regard to Reservation #******** with **** being the last four of the debit card.

  Business Response

  Date: 06/15/2023

  The guest stayed at our Concord, NC lodge.  This is the Poconos, PA location.

• Initial Complaint

  Date:05/31/2023

  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 ( I, my husband and 4 kids) reservation for 05/28/2023 to celebrate my kid's birthday (reservation number:********): It cost us a ridiculous price to book a standard room with access
  Total: $697.58). When we received a confirmation email in which the company mentioned in a misleading way that we may see refurbishment/ construction underway. When we arrived, the first thing everyone mentioned is that the whole place is under total construction. We had to drive far away from the entrance and walk through a dangerous area with small kids to go back to the entrance. I raised the concern to the cashier and she seemed ignoring my concern. My husband asked to speak with a manager, and he was told that the manger was in a meeting. The kids were so tired from the trip that we had to go to the room because one of our kids started to feel itchy. As we are walking in the lobby, the carpets were dirty, stinky and moldy smell. while we are walking through the hallway to get to our room, was we can see the unpleasant view of drywall with nails all over. As we got to our room, we felt like we were in a jail cel. the balcony was hidden by a plastic curtain to avoid the dusts coming from the ongoing constructions. Yet, my older son started to smell the dust which triggered his asthma symptoms. The room was not even near the way the lodge advertised it. My husband went back to the front and he could not find a manger to speak with. Half hour later, we took the two other kids to the water. It was shocking scene. The stairs were dark of dirt, slippery floor where I almost fail. Inside the water park is neglected, dirty towels. we decided to take the kids and go exploring surrounding areas until late night. My husband and I could not sleep. Around 1 o'clock, my husband walked outside for air. It was so scary to find out that the front door was full open and no security person there or anyone from the lodge at the front. Early morning, we started packing to leave, but the two small kids wanted to swim. my husband tried to convince them that they can go play with their feet and come back. He was told that he had to pay $29 per person if he wanted to enter at 9 am, otherwise he had to wait until 10. when he told the person that we had access, the person explained to my husband that it has been an ongoing on issue and that many people complained about this, but they ended up paying the extra money. My husband went back to the front, spoke with a supervisor, ******, who was rude to say the least. I asked to speak with a manager. I had to wait for another 30 mn to see a manager. I explained to him the whole situation. He agreed to me and said that he had nothing to do about it and that is the corporation that is setting those rules. It was the worst experience we had. It ruined the whole excitement for our kid's birthday. I expressed this whole experience to virtual person texting me from the company. She promised to raise this concern to the management. I have not received any communication, but a survey sent from their GM.

  Business Response

  Date: 07/06/2023

  left guest VM and apologized for construciton concerns - we provided a refund of 50% off room rate and refunded card

  Customer Answer

  Date: 07/09/2023

  [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:

  refunding 50% of a money that we paid for a misleading offer and stressfull experience, in addition to being exposed to a dangerous situation in which my two kids had to develop a severe allergy reaction due to the dust is adding insult to injury. 
  
  
  Regards,
  
  
  
  ******* **********

• Initial Complaint

  Date:05/30/2023

  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.

  Booked reservation with promo code ******* on 5/26/23 for a room rate of $449.99 however the promo code ****** got me a rate of $429.99 when I looked on their website this morning. I have multiple screenshots to prove this. Was told by the online chat rep ********** that the rate was not different so I called the reservation center and spoke with *********. She stated that their booking system was showing the original rate with the new promo code but she confirmed that the website was showing the lower rate. Even though she saw the lower rate, she insisted that my total price would not change because of the tax being charged at which point I explained that they could not simply charge more tax on a lower room rate just to make the total balance to the original amount. She still said she would not be able to honor the price difference. I ended up speaking with ******************* who says she is the floor manager of the reservation center, she stated the $449.99 room rate was complete & that she also could not honor the $20 price difference even though she could see the lower price in my screenshot that I emailed to her. I indicated multiple times that I was not even looking for a refund to my credit card but would be more than happy with the $20 price difference to be applied to my account so that we may spend it at the lodge when we check in on 6/30/23. Regardless of what the rate is now showing, I have the screenshots to prove that the new promo code was giving a lower room rate at the initial time I contacted them and I have included a copy of that screenshot (showing the time and date stamp along with full web address) in my claim here.

  Business Response

  Date: 06/08/2023

  We do not have a reservation under this guest's name.  We believe she may have visited one of our other lodges.

• Initial Complaint

  Date:05/30/2023

  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.

  On May 28th, 2023 at approximately 9:30pm I made an online reservation for 1 night at Great Wolf Lodge for May 29-30. Upon completion of my online reservation I noticed that my email indicated the reservation for May 30-31. I notifed customer service at 9:57 pm and spoke to the agent who confirmed my reservation for May 29-30. Upon arriving to Great Wolf Lodge on May 29th I was told my reservation is not for May 29th and it's for May 30th. I am extremely upset and disappointed in this matter as my whole family and I had to book at another hotel until the next day. The female manger on duty and the customer service agent on the phone could not do anything about the matter because the rooms were fully booked. Something needs to be done regarding this huge inconvenience. Waste of tolls, gas and enormous frustration!!

• Initial Complaint

  Date:05/25/2023

  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.

  It's been a week since my one night stay at great wolf. I still have not received a receipt or an invoice sent to my email. On top of that, they double charged my card of 170. They took the the 170 and placed a hold for another amount of 170. Its been on hold for about a week now.

  Business Response

  Date: 05/25/2023

  folio was sent to the guest via email- the charge was for her incidentals and breakfast package and no overcharge occured. 

• Initial Complaint

  Date:05/11/2023

  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.

  My husband was deployed. After his deployment we decided to take a short trip with our 2 little girls to spend some family time together. Our reservation was for February 26-February 28 A simple two night stay. We received our confirmation email stating the received our payment. That was the last correspondence we had. We arrive oj February 26 and the whole building is under construction. They never notified us. They never said anything when we made the reservation 2 weeks before coming. If we would have known that over half of the building and attractions were not able to be used. We would have rescheduled our trip. My whole family was less than disappointed. The room was nice. That was the only nice thing about our trip, and when i say nice. It was not over the top worthy of $1200.00 that i spent To make matters worse, we paid for the buffet that we were told there was pizza on for the kids. We go to eat dinner and there is zero pizza there. Our waitress who was absolutely less than pleasant told me that there is pizza downstairs that i could walk down and get it and walked away.

  Business Response

  Date: 05/18/2023

  We spoke with ****************,offered 15% off per night stay and her dinner charge back and a bounceback rate of $99 next stay through 2025 after construction is completed with a personalized booking experience.  She was happy we followed up and accepted the offers.

• Initial Complaint

  Date:04/17/2023

  Type:Delivery 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.

  Date of cancelation: 11/30/22 Amount of refund: 521.37 I've had 40 phone calls to customer service, several emails, many apologies for the delay but now after almost five months I still have not received the refund check in the mail as promised by the businesses manager. Emails are attached.

• Initial Complaint

  Date:03/26/2023

  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 reserved a room at GWL for this past weekend, spent over 3k and our room had many issues, there was mold on the bathroom walls, holes in the bathroom wall, Mirrors were bad and the lock to our bathroom private room did not close.

  Business Response

  Date: 04/06/2023

  We provided the ****** family with a complimentary overnight stay for the issues that were encountered during their stay.

• Initial Complaint

  Date:02/25/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 portions I refer to as contacting ****** refers to a text system to contact the staff. We got into our room, a wolf den suite, right away and noticed a few things that needed fixing. One was the part of the carpet that attached to the wall. We have a toddler and didn't want her to be pulling this (and end up paying for it) so we contacted ****** right away. We also reported that the safe did not work. We were told someone would be right there. We waited while unpacked and got into our swimsuits (about an hour and a half). No one came. Upon returning to the room, we noticed that there were crusty stains on the red blankets of the kids rooms. They were filthy with these spots of mystery stains. We called and asked for new blankets and did not allow our kids to sleep with them. No one came to fix the wall or replace these dirty blankets. When we opened the pack and play, it was filled with crumbs and old food from whoever used the pack and play last. We cleaned the entire thing because it was obvious housekeeping never did. The next morning, we moved the table to fit our child’s high chair, there was a half a meal’s noodles on the carpet. We cleaned those up so our toddler didn’t eat them. It was around this time we noticed about ten fruit flies in the room. This was weird since we didn’t have any food with us. I contacted housekeeping again at 1045 am and reported the wall, the broken safe, blankets, flies. 15 minutes later, a housekeeper showed up and handed me a plastic bag of 4 rolls of toilet paper and left. I contacted ****** again. No one responded until 3 hours later. Maintenance came and fixed the locker and wall. No one from housekeeping. I contacted them again at 316 pm. No one called back, no one came. At 622pm i tried ****** again. they finally put me in touch with a maintenance supervisor- ******. We got blankets at around 7pm the last night of our stay. Maintenance dumped poison down the drain while I was in there to get rid of flies.

  Business Response

  Date: 03/23/2023

  
  We are terribly sorry to hear that we fell short of this guest's expectations while staying with us.  We would love the opportunity to discuss their issues further and work towards a resolution.  We will reach out to the guest.
  
  

  Customer Answer

  Date: 04/03/2023

  [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 was unable to get in touch with the representative of the business that had called me. Please reopen the case so I might try to reach them a third time. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:02/11/2023

  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 arrived at the Great Wolf it was booked under *************************** my wife's name. Her and my daughter went and checked out everything and got a game plan for the next day which we had a cabana for at the pool. Our stay was from Feb 2-Feb 5th. On the 3rd we went to the pool by the time we ate lunch my husband was sick and could not hardly breath, my daughter had a headache. We went to the room, my husband remained there the rest of the stay we tried over and over to contact the aqua manager to get the chlorine reading on the meters as the chloramines seemed very high. The 4th we stayed but we did not go to the pool anymore my daughter no longer had a headache but my husband was still very sick. For what we paid we were not leaving. We actually slept with the sliding door open for fresh air. It was absolutely, when we got home on Sunday my husband was rushed to the hospital and was kept for several days due to the high levels of chlorine. Something needs to be done there need to be alarms and people need to told to get out when levels are too high for their own safety. I work with DEP this is not right.

  Business Response

  Date: 02/17/2023

  Thank you for visiting Great Wolf Lodge and also taking the time to provide us with feedback about your stay. The safety and well-being of our guests is always our first priority.  

   

  I want to first assure you that we take all proactive steps to prevent conditions where chloramines cause our guests discomfort. Second, I would like to provide some further info on our processes and how we monitor our air and water quality.

    

  Water disinfection and balanced water chemistry is the first step of the process. We have an electronic chemical controller that monitors the water quality constantly throughout the day. To ensure accuracy, we take manual readings directly from the pools at least every four hours to verify the equipment is reading correctly. Our purification system filters pollutants down to the size of 1 micron, similar to the size of a red blood cell. Additionally, Great Wolf Lodge employs a state of the art UV disinfection program as secondary disinfection to our chlorine disinfectant. All of these processes allow us to keep the level of chlorine within the legal PA Bathing Code and CDC recommended standards. All of our pool operate between 1-4ppm chlorination. Chloramines are part of the disinfection process, but to reduce the effects of chloramines, we ensure that our water is balanced (PH, free and combined chlorine) and all of our pools are kept at a rate that reduces the amount of chlorine usage to help negate the effects of chloramines and perceived chlorine odor. Finally, we operate air filtration that works to remove chloramines or other air contaminants by removing air from the waterpark and pumping fresh air through our air filtration system.

   

  I have reviewed our historical data from the dates of your stay and found that all of our levels were within the proper range. With all of this, some guests, especially those with allergies or asthma, may find the environment uncomfortable. I sincerely apologize that you found the conditions to be less than ideal. 

   

  Again, thank you for taking the time to provide us with feedback about your stay. 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: 02/17/2023

  [ 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:
  
  Regards,
  
  *****************************
  I would like a copy of the time period we were there I would like a copy of all the reading from your air and  chlorine meters.   This should be something available.  

  Business Response

  Date: 03/17/2023

  Thank you for visiting Great Wolf Lodge and also taking the time to provide us with feedback about your stay. The safety and well-being of our guests is always our first priority.  

  As stated in my prior response, I assure you that we take all proactive steps to prevent conditions where chloramines cause our guests discomfort.  I also confirmed for you that I personally validated our water chemical records during the dates of your stay as being within our strict standards.  In addition, Ive confirmed that our air filtration and ventilation systems were properly operating and that we did not have any other complaints regarding the air quality in our waterpark that came to my attention or were raised through our guest surveys.  While we maintain records confirming our water quality checks and results, those records are maintained for internal and official governmental inspection purposes.    

   

  I remain disappointed that you and your family had this poor experience during your visit to Great Wolf Lodge, and invite you to contact me directly if youd like to discuss further rather than trading messages via this forum.  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: 03/17/2023

  My husband has his DEP water and waster license and works with plants and DEP everyday inspecting.  We have a right to see the reports also.  As well as meters in your facility where where they we did not see any of them at all around the pool area my husband looked.  We want at least a partial refund and we want Great Wolf to be responsible for letting people know better in the future who have any lung issues [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:
  
  Regards,
  
  *****************************