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Business Profile

Resort

Great Wolf Lodge

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 89 total complaints in the last 3 years.
  • 30 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/17/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 August 15, 2022 we planned a stay in Great Wolf Lodge and I am very disappointed. The rooms were full of cockroaches, room service not once passed by to ask to have our garbages taken out, never asked if we needed more towels or bathroom tissue. I got emails saying the outside waterpark was open and when my family and I went, only the inside water park was open. We paid a lot of money for this false advertisement and a dirty room. This is so disappointing.

  • Initial Complaint

    Date:09/12/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 8/15/2022, I called Great Wolf Lodge's toll free # to make reservations at their Scotrun, PA. location Reservation #: ********, arriving 8/26 - departing 8/28.The reservation was for me, my niece and my two nephews. I would have never made the reservation but for the information provided by the Lodge's Reservation Agent, which included her telling me there was an indoor water park, outdoor water park and bowling. Only to find out upon my arrival that the outdoor water park and bowling were both closed due to construction. This was never mentioned by the Reservation Agent in her sales pitch. In addition, the Agent sold me on the fact that she was giving me an upgrade to a room with a balcony for the same price as a regular Kids Cabin, only to find out upon my arrival that the balcony was also closed due to construction. The above, coupled with the unfriendly staff and noise coming from the room above me (which I reported to the front desk at 1:15 AM! on our first night), left the children underwhelmed and me feeling overcharged! This is not at all what I expected for $941.72 for a 2 night stay (not to mention Wolf  passes and other expenses) when I had other options in the area. Due to the fact that these activities were closed, I spent additional money while at the lodge to make up for the kids disappointment. My intent was that the kids could use the indoor and outdoor water park as their sole primary activities, along with anything else that was included as part of the stay. Instead, I incurred $400. in Wolf Passes alone to give us other activities to do while at the lodge. I placed a complaint with the Lodge on 9/2. They responded on 9/8, telling me my Reservation Confirmation included details of the closed outdoor water park - to which I shared a copy with them, assuring them it did not! When I asked for a contact to their Corporate Office, they gave me a wrong number! What an all-around bummer Great Wolf Lodge turned out to be!

    Customer Answer

    Date: 09/19/2022

    Dear ****************** (*******):

    I hope this email finds you doing well. I just wanted to let you know that I spoke to Madeline H****, a very nice Manager at the Great Wolf Lodge in Scotrun, PA., yesterday evening. Madeline has refunded me one nights stay and was also so kind to extend me and my family the opportunity to revisit the Lodge at a discounted rate of $99. / nite and with an upgraded room due to the inconveniences my family and I experienced. 

    I thank you and the BBB for your role in facilitating a full and final resolution of this matter. Complaint ******** can be closed.

  • Initial Complaint

    Date:08/25/2022

    Type:Product Issues
    Status:
    Answered
    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.
    An employee reported that my lost wallet was turned into the front desk and placed on their counter behind the front desk. I went up there the next day to get my wallet and they misplaced it and it was no where to be found. It seems an employee has stolen since they were the only ones with access to it. I filled out a lost report on there website and have not gotten any information back. Every time I call up there and ask to speak to a supervisor they give me the run around or they tell me they will ask lost and found then tell me they don't have it.

    Business Response

    Date: 09/15/2022

     We spoke with this guest and they said that we shipped their wallet to them and they have their items.

  • Initial Complaint

    Date:08/24/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 can’t fit my complaints. Room dirty, Food Horrible requested to stop my dining package first meal. They said I will get a Refund Nope not there! Bought refillable cups $90. Water break machine shutdown entire stay! Useless cups! All outside activities closed never told us. Pool outside closed everything I bought passes $300 half stuff not on there no rope climbing the bowling shutdown I was told to just repeat putt putt I don’t want $300 worth of putt putt! The magiQuest was pointless finally realized they didn’t activate our wands that’s why we had 3 hours of trouble! Now the scam with the arcade you swipe card and it rings up game twice after about $200 we noticed that and brought to their attention they shut down a few. A worker told me my complaints were legit especially the food they don’t even eat there but to pay the money we do for frozen canned food is terrible! And to not communicate that not all activities your paying for are closed down is very misleading! Your stealing from your customers I can go on and on. Worst of all I thought I fixed with customer service I was not credited for my meal plan that we never used or ate. And the wolf passes used only a couple activities that didn’t work anyways so we gave up customer services keeps saying they will call me nobody calls they don’t care about your complaints I’ve tried to irk it out I keep getting brushed off

    Customer Answer

    Date: 08/29/2022

    I have resolved my complaint with Great Wolf Lodge. Complaint ID 

Great Wolf Lodge is NOT a BBB Accredited Business.

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