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:02/10/2023

  Type:Product 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.

  October 9, 2022, I made reservations at Great Wolf Lodge. I have attached the reservations.I purchased the Weekday Saver Meal Deal for 7 guests. The deal included the breakfast buffet, $10.00 credit at Buckets or Hungry As A Wolf and the dinner buffet. My final bill does not include the credit. I have contacted *************************** originally about being charged additional tax on our bill that I was unaware of. ****** refunded the tax charged on our food bill because we gave the server a hefty cash tip.I also asked ****** about the $10.00 credit per day per person that I should have but did not receive. I have attached the email exchange on this subject.

  Business Response

  Date: 02/16/2023

  We were not aware this guest had 2 rooms.  A credit was issued to the one room, but not the other.  We have corrected this situation and issued the credit to the second room.

  Customer Answer

  Date: 02/18/2023

  [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: At this time, I do not see proof of the credits.  For the record, both rooms were in my name and on my credit card.  
  
  Regards,
  
  ******* ****
  

• Initial Complaint

  Date:02/09/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the food kiosk to purchase 1 child hotdog meal. The kiosk kept starting over, so after a couple of tries, I went to the counter and asked if I could purchase with the worker. She said yes and I advised her of what had happened. She said I should receive a refund for all purchases on the kiosk. I checked my bank account and realized I only received one credit and am owed two more. I have contacted Great Wolf multiple times, I have a ticket in, and a representative has been in contact with me up until January 20th. I have still not received my refund and all attempts to connecting with the representative go unanswered. I have called and left messages, and I have emailed with no response from Great Wolf. I would just like my 2 credits that are owed to me.

• Initial Complaint

  Date:02/08/2023

  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.

  Stayed at great wolf lodge on January 31st 2023- February 1st 2023 as a Christmas gift for my daughter. Upon check in we used my debit card and was told there would be a one dollar charge and that was it. Unless we used vending machines or ordered room service which we did not. 2 days after check out on the 3rd of February my card was charged by Great wolf 158, the following day the 4th, I was charged another 159. Leaving 2 dollars in my bank account. Any person in their right mind would immediately cancel the card in case someone stole their information. Since no explanation was given, that’s what I did. From Friday to Sunday I called numerous times and left numerous messages that this was an emergency and that they had taken money probably by accident. With no response until Sunday, they finally explained that I was charged for towels that I indeed did return and it was an accident on their end. That they would have someone from their accounting department write me a paper check that I could pick up. Now it’s Wednesday the 8th of February. I finally got a call back after again leaving a number of messages and calling many times from Sunday to Wednesday. They told me it’s impossible for them to write me a check. Again I was lied to. They told me they can send a paper check which would take 6-10 weeks. Yes I said weeks. I am a single mother barley making it by. They stole 318 dollars from my bank account. They also told me the other 159 would go back into my card within a few days. Which it’s been a week and it still hasn’t. Again I have witnesses that will tell you. I was a told a dollar. I would never have used my card if I knew this was going to happen. I am a broke mother trying to pay my bills. I can’t get my money back because I am still waiting on a debit card from my bank because any person would have canceled their card after being wrongfully charged without explanation. They lack communication and empathy. I’ve explained my story 100x at this point.

  Business Response

  Date: 03/09/2023

  We cannot find a reservation under the name of *********************** and, therefore, cannot respond.

• Initial Complaint

  Date:01/07/2023

  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.

  We stayed at Great Wolf Lodge at Poconos, PA from 1/1/2023-1/3/2023. Confirmation number is ********. We did not receive our bill after checkout and, after realizing the final charge to my credit card does not reconcile with our purchases at the lodge, I called the lodge numerous times to obtain our bill. We finally received our bill on 1/7/2023. However, there was a charge of $79.72 for loose moose breakfast we did not incur. We never even stepped inside the restaurant during our stay so how is this charge possible. It was the very last item on the bill. Other charges on the bill were fine. I am having a difficult time finding someone at Great Lodge that is able to help with this refund issue. This feels and looks like fraud to me. First, no bill was sent to me until I requested numerous times. Then, at the very end of the bill was a charge that we did not incur. I wonder how many unsuspecting guests they did this scam to. Apparently, there is no billing department number you can call and the operator never picks up. We spent over $1,400 for two nights at the lodge and they tried to cheat us for $80. Unacceptable!

  Business Response

  Date: 01/12/2023

  
  This was corrected and refunded for the meal that was incorrectly placed on their bill. 
  
  

  Customer Answer

  Date: 01/12/2023

  Better Business Bureau:
  
  I was finally able to reach someone at Great Wolf and resolved this issue. It was a frustrating process but glad this is now done.   
  
  Regards,
  
  ***************
  

• Initial Complaint

  Date:12/13/2022

  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.

  Huge disappointment, with the Great Wolfe Lodge in PA. Given the amount of money spent by far, this was a letdown. We stayed from 11/4-11/6. We arrived shortly after 8 pm and stood in line to check in for upwards of 45 minutes. When we arrived in our room, it was not anywhere near the level of cleanliness or stocked as one would expect when paying 650.00 a night. The kid's sleeping area had damaged furniture my son got a splinter from, a large hole in the wall behind the TV console which was obvious from the sheetrock debris left all over the floor. There were no blankets or flat/fitted sheets for the pull-out sofa bed. We had to contact the desk for the accommodation of sheets and blankets we were told a minimum of a 15-minute wait or to visit the desk if we wanted it quicker. We waited for them to com to no avail and went to the desk to retrieve the blankets and sheets. If you don't use their app the phone just rings and rings. The bathroom was disgusting! The toilet was obviously not clean and had feces stuck to it, obviously not cleaned more than likely by the looks for quite some time. Considering covid and all, one would think at the very least, the bathroom would be clean, considering covid and stocked with trial-size soap, shampoo/conditioner, and at the very least towels to dry our bodies or hands seeing the room was one of the most expensive ones offered to accommodate 6-8. This resulted in yet another call to the desk. A picture containing toilet, indoor, wall, bathroom Description automatically generated Saturday 11/5, we were woken at 6 am by the outdoor construction right outside of our room and the same occurred on Sunday. It is one thing to learn construction occurring and another that it begins at 6 am. We made the same requests, that being towels and soap, shampoo, and conditioner. Towels arrived, yet still no soap or toiletries we had to leave the resort and go buy some. Annoyed, we diverted our attention to the main attraction, the indoor water park, and the reason for our stay with Great Wolfe. After 20 minutes of us all walking around the perimeter of the water park, there was not a single place for us to put our shoes and towels down. There was Zero seating available, the kids were getting extremely anxious at this point just wanting to explore, get wet, and have fun. We asked for seating help to learn it would be an additional cost of $106.85 to put our shoes and towels down. The food was not the greatest either, my kids would not eat anything from the shops they had for lunch, and one threw up from the smell of the pizza alone, they only ate from the buffet which we were overcharged for as well. This was supposed to be a stress-free birthday weekend to celebrate my son's 10th birthday. It was anything but. When we went to the game room to exchange the tickets in the machine it was acting up where it took the tickets but did not add them to the kids' cards. Not the experience we had expected as our first time there. I went to use the hairdryer, but it was broken. It took over an hour to get a replacement which was too late to use. In all this ended up being a 2500.00 nightmare and work not enjoyment for us or the kids. For the cost, we could have better spent the money elsewhere. The staff was not all that polite, and the establishment was not clean, my son ended up with ********* upon our return home. Housekeeping never came. If you can't provide what's advertised to guests for what were charges why not close until you have a better handle on things rather than make us go through what we have especially with construction? To say the least we feel duped by the unnecessary aggravation and the false advertisement. This is just a disgrace and not okay.

  Business Response

  Date: 01/05/2023

  
  Guest was issued 50% off both nights for her concerns with room condition and cleanliness.
  

• Initial Complaint

  Date:12/12/2022

  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 transaction date took place on my stay 12/06-12/07 2022. The amount was an estimated $370.00. The waterpark was too cold even though it said it was 80. The floors at the waterpark was wet and slimy. It was disorganized. No one knew how to answer certain questions surfaces coming out the elevator was wet, so I almost slipped out coming from the elevator, and it was so much noise disturbance. I guess from the construction 6 AM in the morning I hardly had any sleep. Its supposed to be a relaxed vacation coming from a psychiatric hospital that I work at and my experience over there wasnt as great as I thought it was going to be, and they also did not updated customers about no microwave in any of the room a which they had two years prior.

  Business Response

  Date: 12/14/2022

  We apologized to this guest for the construction and provided 50% off of their stay.

• Initial Complaint

  Date:11/22/2022

  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 recently stayed at the pocono mountains location for a one night stay. After my charges posted to my credit card I noticed that there was a charge that I did not make. I attempted to call the resort several times and left several voicemails. No one will return my calls and they just keep sending me the same receipt. I have not been able to discuss this with anyone and reservations just gives me the phone number for the resort and they do not answer or return my call. I wanted to resolve this with the resort before I would have to dispute the charge with my credit card company. I was charged $120 for the arcade and did not make that purchase on my room. I did spend money at the arcade but I put that charge directly on my credit card and it showed accurately at the 4 $25 purchases. The $120 is not mine

  Business Response

  Date: 11/25/2022

  We issued a refund to **************.

• Initial Complaint

  Date:11/03/2022

  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 made a reservation to stay at the Great Wolf Lodge - Poconos in the evening on 10/31/2022. After I booked the reservation I was advised in an email that there is construction going on at the lodge & that some events may not occur (this was not advised during the booking process). I’ve been trying to call the Great Wolf Lodge every day since making the reservation & I have waited for over an hour now & I can not get through to anyone to cancel the reservation. There is no way to cancel this besides calling them directly. The inability to cancel a reservation should be fraud on this company’s part. I want a full refund of my entire reservation amount (image of reservation attached) asap.

  Business Response

  Date: 11/10/2022

  This guest was issued a refund.

  Customer Answer

  Date: 11/10/2022

  [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:10/28/2022

  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.

  I booked a stay for November. But some how the dates showed October after confirmation. I did not realize this until after the dates passed as I never received an email or text about checking in like I normally do with them.When I attempted to contact them I could not get anyone on the phone that could help me. No emails or voicemails were answered. Finally I was able to get someone on their Online Chat. They told me that they would not change the reservation to the dates they were supposed to be nor refund the deposit so I could rebook. I am asking for either the reservation I was supposed to have or the $217.00 deposit back so I could make a new reservation.

  Business Response

  Date: 11/10/2022

  We spoke with the guest on Oct 29th and created a new reservation and set a trace to transfer the money from the hold reservation to the new one when he arrives on 11.13.22.  He did not lose any money and was allowed to rebook. 

  Customer Answer

  Date: 11/10/2022

  [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:10/12/2022

  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.

  On 8.28.2022, I booked 3-night stay at the Great Wolf Lodge - Pocono Mountains, at the Great Wolf Lodge - Pocono Mountains, PA from 09-06-2022 to 09-09-2022. My family and I arrived on 09-06-2022 but cut our trip short by a day due to the low quality of the hotel. We checked out on 09-08-2022. On 08-28-2022, we booked with the understanding of a rate of roughly $178 per night. This did not include any additional fees or taxes. On 8-28-2022, I paid $318.26. Upon arrival, 09-06-2022 I paid an additional deposit of $550.06. This is a total of $868.32. At roughly 8a ET on 09-07-2022, I informed the front desk at the lodge that I would be checking out a day earlier than expected. I checked out at roughly 09:30a ET on 09-08-2022. At checkout, I requested an itemized bill. I never received one, so I called their central reservation line on 09-09-2022 and was provided an itemized bill via email by 11:15 PM ET (attached - ********************.pdf). I noticed that they not only charged my different rates per night but also did not reflect the credit I should have had from staying a day less than what I paid for. Due to military service, I had to wait to speak with the lodge until 09-10-2022. I called the central reservation line who quickly redirected me to the frontdesk at the resort. I spoke with front desk receptionist who confirmed that $211.44 was not credited on my bill and that I would be refunded. She told me to wait ***** business days to be reimbursed for the $211.44. I asked for proof of the refund and she sent me a document which clearly shows the $211.44 owed to me (attached confirmation_************.pdf). On 10-1-2022, I failed to see a refund and once again called the central reservation line who then opened a trouble ticket with the lodge. I was told that I would hear back in ***** hours. No one has reached out to me.

  Business Response

  Date: 11/10/2022

  A refund was issued to this guest.