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Business Profile

Resort

Great Wolf Lodge

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Great Wolf Lodge's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 464 total complaints in the last 3 years.
    • 198 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 type

    • Initial Complaint

      Date:07/03/2025

      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 have been charged twice for one room. I have tried to resolve this issue with them, but they refuse to refund me $214.33 even though they said they would. In the itemized form, there are 2 charges for a room. One being the actual amount of $191 and the other for $214. The one that should have been refunded was the $214 being that it was a reservation not the actual rate of the room. When I was there, a receptionist named ******* told me that the $214 would be refunded to me on my original form of payment, yet it was never refunded.

      Business Response

      Date: 07/05/2025

      Dear ****** *****,

      Thank you for choosing Great Wolf Lodge. We have received your complaint submitted to the Better Business Bureau (BBB) and sincerely apologize for any inconvenience you experienced. We've created a case to address your concern:

      Case Number: 02285938
      Date Created: July 3, 2025

      We want to clarify that you were not charged twice. After reviewing your reservation, we can confirm that an advance deposit of $214.33 was processed on June 5, 2025, from the card ending in 9671. This payment was then posted to your invoice on June 11, 2025, to align with your reservation's start date. Please note that the "posted prices" on your invoice are for your reference to see all billed items, not necessarily the exact amounts charged at the time of posting.

      Below is a detailed breakdown of your charges:

      Your Payments Explained

      $214.33 payment covered:

      Room Rate/Packages: $191.04
      City Occupancy Tax (12%): $22.92
      CA Tourism Assessment Fee (*****%): $0.37

      $520.66 payment covered:

      Buckhorn Exchange: $42.47
      MagiQuest Retail: $89.99
      MagiQuest Retail: -$68.20 (likely a return or adjustment)
      MagiQuest Retail: $25.81
      **************************. - Sluice: $28.60
      Barnwood Dinner Food: $132.05
      Creation Station: $77.82
      Arcade: $15.00
      Wood's End Creamery Dinner Food: $8.71
      Wolf Pass - Front Desk: $69.99
      Wolf Pass Tax: $3.15
      Self Parking: $19.00
      Campfire Kitchen Breakfast Food: $76.27

      $81.74 payment covered:

      Buckhorn Exchange: $81.74

      We observed that the $520.66 total was successfully processed on June 12, 2025, through three separate authorization amounts of $234.61, $89.99, and $196.06. Additionally, an $81.74 authorization was successfully processed on June 12, 2025. The advance deposit of $214.33 was paid when you booked your room.

      If you have any further questions or require additional assistance, please reply to this email, and we will be happy to help!

      Thank you for being a valued guest. We look forward to welcoming you back for an exceptional stay.
       
      Howls!
      ******* Gentle
      Guest Communications Specialist
      Great Wolf Lodge - Customer Contact Center

      Customer Answer

      Date: 07/05/2025

      [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:06/24/2025

      Type:Service or Repair 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.
      Today we drove two states away to start our four day, three night vacation with three kids under 4. Destination: Great Wolf Lodge in *********, *************. We were a day behind getting there, but accepted that we had lost out on a day of vacation. Well, turns out being a day late to your reservation means you miss out on your entire vacation. When I went to the desk to check in, I was told that since we did not check in on the first day, the reservation was canceled and the room had been sold. No contact about this from Great Wolf Lodge, even though we have been getting plenty of messages from them leading up to the trip. Also, no refund. And the hotel is sold out, so no option to pay for a room for the night and figure out the rest later. So Great Wolf Lodge has our payment for the room, and a payment from whoever is in the room tonight. Double selling rooms is straight up criminal business practice. I spared the staff from having to tell the crying children that their vacation was not happening. So now we are making the long drive back to *****, took a week off of work for nothing, sad kids, frustrated parents, and ruined vacation. We paid $581.11 for this reservation. Confirmation number ******** Reservation #KY9JTS9K9W

      Business Response

      Date: 06/25/2025

      Dear ***** ********,

      We are contacting you again from Great Wolf Lodge. We have received your concern submitted to the BBB and apologize for any frustration this may have caused.

      Upon reviewing your reservation, we noted that it was marked as a "No-Show" in our system. As per our standard cancellation policy, reservations categorized as "No-Show" are generally non-refundable, and the deposit is forfeited. For future reference, guests have until 11:59 PM on their scheduled arrival date to check in before a reservation is marked as a "No-Show." We also checked our records and were unable to find any indication that you encountered difficulties checking in on your scheduled arrival date.

      We understand that your reservation was originally booked through a third-party platform. As a one-time courtesy, we are pleased to approve a refund for the two nights of your stay. However, as your booking was made through a third party, the refund must be processed directly by them.

      While we typically require guests to contact third-party booking agents directly for refunds, we have already taken the proactive step of sending an email to Groupon approving a refund for your two-night stay. To help expedite the process, we strongly recommend that you also reach out to Groupon directly to finalize your refund.

      We hope this resolution addresses your concern, and we wish you all the best.

      Have a great wolf day!


      Howls,
      ******* *.

      Customer Answer

      Date: 06/26/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      I would appreciate if the full refund that ******* already approved could go through. The hotel did not notify us that they cancelled our reservation, so we spent a whole date travelling with 3 children under 4 years old to be turned away. We wasted gas, a petsitter, a farm sitter, and precious time getting there, when they should have notified that they sold our room the night before.
      Groupon had already approved the full refund, so please send that through.
      Best,
      ***** ********

      Thank you.

      Regards,

      ***** ********

      Customer Answer

      Date: 06/27/2025

      ******* had sent me an email approving a Full refund (all 3 nights), but after Great Wolf Lodge messaged them, groupon switched my refund to the amount for two nights instead. I would appreciate if they would just let groupon send through the original refund they had agreed to. I guess I am going to just have to wait to see which refund they actually send through. 

      Business Response

      Date: 07/01/2025

      Dear ***** ********,

      Thank you for reaching out to Great Wolf Lodge. We've received your concern submitted to the BBB and apologize for any frustration this may have caused.

      Case Number: 02283977 
      Date Created: June 30, 2025

      We understand your reservation was booked through a third party, which means it's generally subject to their specific change and cancellation policy. Please note that no-show reservations are typically non-refundable.

      Our records show your reservation was marked as a "no-show," and we didn't find any indication in our system that you had trouble checking in on your arrival date.

      However, as a one-time courtesy due to the experience you had, we are happy to approve a refund for two nights of your stay.

      While guests usually need to contact their third-party booking agent directly for refunds, we've gone ahead and emailed Groupon to approve this two-night refund for you, aiming to help expedite the process. Based on our records, Great Wolf Lodge will not be approving a refund for the first night.

      If you have any further questions or require additional assistance, please reply to this email. We're happy to help!

      Howls! 
      Britany *******************************************************************************************************

    • Initial Complaint

      Date:06/24/2025

      Type:Service or Repair 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.
      Date of unauthorized transaction 6/13/2025 Hello, I made a reservation with great wolf lodge customer service over the phone on 6/13/2025 for 4 half day passes for 6/13/2025. I was instructed to purchase a gift card for the passes plus parking totaling $340 and provide that number to staff as they were unable to accept credit card by phone. I purchased a gift card and my reservation was processed(99763027 ). Additionally, the reservation team required me to provide my credit card in case of incidentals. Upon arrival to the location, we confirmed that the passes were paid by gift card and that email was provided. The front desk clerk then told us we needed to add another card on file for incidentals. They then charged me $320 without my consent. I called customer service on 6/14 to file incident and request a refund. A case was opened and I was told my issue would be resolved by 6/17. I was still not contacted back so I reached out again on 6/18 and was told by reservations that my case would be resolved by 6/19. It was not. On 6/22 I received a generic email from customer service with no confirmation of resolution. I called again today and was transferred to the Manteca from desk 4x and spent over an hour with customer service who were unable to get me in touch with someone at the actual location. There is no escalation process, no resolution process and no way to contact the actual facility. At this point my money has been stolen from me and I need this returned. Since the business is incapable of resolving billing issues I am trying to escalate with a team who can help me more urgently.

      Business Response

      Date: 06/25/2025

      Dear ***** ********,


      We are contacting you again from Great Wolf Lodge. We have received your concern submitted to the BBB, and we sincerely apologize for the frustration and inconvenience this situation has caused you, especially given the repeated attempts to resolve it.

      Case Number: 02281405
      Date Created: 6/24/2025
      Reason: Billing - Disputes

      We understand your concern about the $320 charge on your credit card on June 13, 2025, after you had already paid for your half-day passes and parking with a gift card.

      We're happy to confirm that a refund of $320.00 was processed today, June 25, 2025, for the unauthorized charge on your account. Please allow 7-10 business days for this refund to reflect in your bank statement.

      We sincerely apologize for the inconvenience and frustration you experienced with this billing issue. We appreciate your patience as we worked to resolve this for you.

      If you have any further questions or require additional assistance, please reply to this email, and we will be happy to assist you!

      Thank you for choosing Great Wolf Lodge. We hope to welcome you and your family back in the future for a smoother and more enjoyable experience.



      Howls!
      Britany ************************************ Specialist
      Great Wolf Lodge - Customer Contact Center

    • Initial Complaint

      Date:06/23/2025

      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.
      I created an online reservation with Great wolf lodge online. There is NO WAY to cancel my reservation online. I called Great wolf lodge to attempt to cancel and was put on hold and finally had to hang up. This is a sham! Once you book an online reservation they make it IMPOSSIBLE to cancel the reservation. This should not be legal.

      Business Response

      Date: 06/26/2025

      Dear **** ********,

      Thank you for reaching out to the Great Wolf Lodge ************************

      Were happy to inform you that a refund of $329.28 has been issued on 6/26/25 to card 4889. Please note that the flex trip package is non-refundable and the $39.99 was removed from the deposit of $369.27. We have sent you a copy of your cancelation email, as your reservation has been successfully canceled, which was scheduled for 7/10/25.  Please note that the refund may take 7-10 business days to reflect in your account, depending on your financial institution. We sincerely apologize for any inconvenience this may have caused during this time. 

      If you have any further questions or require additional assistance, please reply to this email, and we will be happy to assist you!

      We truly appreciate your patience and understanding throughout this process. Thank you for allowing us to be part of your familys memories!

      Wishing you a howlin good day!

      Howls!
      **** S
      Guest Communications Specialist
      Great Wolf Lodge - Customer Contact Center

    • Initial Complaint

      Date:06/22/2025

      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.
      On June 11th 2025, I ***** ****** and my family checked in for a one day stay at Great Wolf Lodge. At check in I put down for a $100 dollars on a security deport in which I would get back in seven days after check out. On the same day Great **** Lodge clams that we added on a add-on package gratuity for the amount of $100 dollars and the funds that had been kept on hold was used towards this charge. At no time did we add on any extra gratuity package. This company is trying to get out of giving me back my $100 dollars.

      Business Response

      Date: 06/26/2025

      Dear ***** ******,

      Thank you for reaching out to us again. We sincerely apologize for any previous misinformation regarding the charges for your recent stay. We've conducted a thorough review of your transaction details and want to provide a clear breakdown.

      Your initial $100 hold was applied towards your outstanding balance due, not solely to gratuity for your add-on package as previously stated.

      Your advance deposit of $198.81 covered your room charge for June 11, 2025, which included:

      Room Rate/Packages: $182.40
      Room State Occupancy Tax (6.00%): $10.94
      Room County Occupancy Tax (3.00%): $5.47
      The total for these room charges was $198.81

      Your other advance deposit of $301.65 was applied towards your onsite purchases, which totaled $415.75. These purchases included:

      Fireside Restaurant Dinner Food: $114.10
      Themed Late Check-Out: $60.00
      Room State Occupancy Tax (6.00%): $3.60
      Room County Occupancy Tax (3.00%): $1.80
      Self Parking: $25.00
      Parking Sales Tax: $1.50
      Timbers Table & Kitchen Package: $99.24
      Sales Tax: $5.95
      Add-on Package Gratuity: $14.40
      Timbers Table & Kitchen Package: $64.00
      Sales Tax: $3.84
      Add-on Package Gratuity: $22.32

      Since you had a $301.65 advance deposit, this reduced your outstanding balance for onsite purchases to $114.10 ($415.75 - $301.65). The initial $100 hold was then applied to this remaining balance, leaving $14.10 still due. This final $14.10 was charged to your card.

      Additionally, you were charged $16.00 on June 12, 2025, for Timbers Table & Kitchen Breakfast Alcohol.

      We appreciate your patience as we clarified these details.

      If you have any further questions or require additional assistance, please reply to this email, and we will be happy to assist you.
      We truly appreciate your patience and understanding throughout this process. Thank you for allowing us to be part of your familys memories!
       
      Howls!
      ******* Gentle
      Guest Communications Specialist
      Great Wolf Lodge - Customer Contact Center

    • Initial Complaint

      Date:06/20/2025

      Type:Service or Repair 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.
      I had a dispute with a representative(night auditor) ***** regarding a charge to our room for dinner that was supposed to be covered as i pre-paid our meals before checking in. I explained to him that it was pre-paid for and he says that because we **** out the credit dint transfer and i would lose it. I explained to him that i didn't chk out we just extended our stay to an additional night. However he stated that they chkd us out and made us another reservation checking us in. She never said anything about it other than they would charge us for an additional night of incidentals $100 which i was aware of. I was very upset because i was never told that i was losing the money and was chkd out and chkd in. all we asked when we originally checked in was to extend our stay an additional night and was told i had to come in the morning to do it. i was assisted in the morning by **** and was only told about the incidental fee. This was our second stay at the resort in 2 weeks , brought bk family and are planning on a birthday party in October. In our first stay i also pre-paid dining and the buffet was closed because they didn't feel the hotel had enough guest to open it. It was the day after Memorial day and the hotel was full ,might not have been at capacity but it was full. there were 3 other families also waiting to have dinner at the buffet. It is not fair that as guest we pre pay our meals for the sole convenience of not having to leave and they rip you off one way or the other.

      Business Response

      Date: 06/25/2025

      Dear Rohemy Remesar,

      We are contacting you again from Great Wolf Lodge. We have received your concern submitted to the BBB and apologize for any confusion or frustration this may have caused.

      Case Number:  02279323
      Date Created:  6/20/2025

      After a full review of your reservation, billing, and the package you purchased, we would like to provide clarity and a resolution. Your reservation included a $200 dining credit package.

      Based on our records and the dining summary, the full $200 credit was applied to your account and used during your stay. A total of $180.89 was posted to your dining credit, and no overage was charged. There is no indication of lost or unused credit due to the reservation extension or re-check-in.

      Dining Credit Usage Breakdown

      Date              Location               Category                            Amount
      5/26/2025 Freshwoods               Lunch Food                       $39.12
      5/26/2025 Freshwoods               Lunch Alcohol                    $8.48
      5/26/2025 Timbers Tables          Dinner Food                       $78.97
      5/28/2025 Timbers Tables          Dinner Food                       $48.00
      5/28/2025 Timbers Tables Tax                                              $6.32
      Total Used                                                                             $180.89
      Allowance Given                                                                   $200.00
      Remaining/Overage                                                              $0.00


      Room Charges

      Date         Description                                     Amount
      5/26/2025 Room Rate                                     $159.00
      5/26/2025 State Sales Tax (6%)                      $9.54
      5/26/2025 County Occupancy Tax (5%)          $7.95
      5/26/2025 Room Rate                                     $198.99
      5/26/2025 State Sales Tax (6%)                      $11.94
      5/26/2025 County Occupancy Tax (5%)          $9.95
      Total Room Charges                                        $397.3


      Incidental & Dinign Credit

      Date           Description                                                     Amount
      5/26/2025 Lunch Food + Alcohol                                       $47.60
      5/26/2025 Buckhorn Exchange - Deposit Refund              $22.61
      5/26/2025 Self Parking                                                       $15.00
      5/26/2025 Timbers Tables Dinner                                       $78.97
      5/27/2025 Waterpark Package                                           $170.00
      5/27/2025 Arcade, Mini Golf, Arcade Taxes                        $19.29
      5/28/2025 Timbers Tables Dinner                                       $48.00
      5/28/2025 Self Parking                                                        $15.00
      Total Incidental Charges                                                      $419.74


      We understand there was frustration due to being checked out and back in again after extending your stay, which may have caused some confusion about whether your meal plan transferred. We can confirm that your dining credits did carry over properly, and your package benefits remained intact. We also understand your disappointment with the buffet closure during your visit. While this decision was based on post-holiday occupancy levels, we recognize the inconvenience and apologize for not providing clearer communication or alternative options in advance. Although no adjustment is necessary, as all credits and charges were appropriately applied, we'd like to offer you a $50 Great Wolf Lodge credit as a gesture of goodwill for the disruption and confusion. This credit will be valid for 12 months and may be applied toward a future stay at any of our locations.

      To redeem this credit, please contact our team at 800-905-9653, and we will be happy to apply it to your guest profile. Thank you for choosing Great Wolf Lodge. We hope to welcome you and your family back in the future for a smoother and more enjoyable experience.

      Howls!
      Britany Gentle 
      Guest Communications Specialist
      Great Wolf Lodge - Customer Contact Center

    • Initial Complaint

      Date:06/18/2025

      Type:Service or Repair 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.
      I had booked a 2 night stay at Great Wolf Lodge for a promotional rate at $129 for the days I chose too stay. The promo started at $119 a night. When I got to the hotel, I decided to add a night and the manager stated I will get the promo rate that I was initially offered and then my total bill came to be $717.24. In addition, they stopped charging resort fees since it was misleading to the consumer. He stated that I can cancel the third night without any penalty and I was only credited $169.18. They do charge a $19 parking fee which I paid one night directly at the not knowing it would be charges to the room which they did credit. I am asking for someone to please get my funds back and look into this matter so that others are not impacted. My two nights should have totaled with tax $306.52. I am asking to assist in getting my refund of the difference remaining $241.54 please. I have been going back and forth with them. I did attach the email indicated room rate, the bill and the one day parking I paid directly. Thank you for your help.

      Business Response

      Date: 06/18/2025

      Dear, Samantha Ramos

      Thank you for your continued patience and for bringing your concerns to our attention. We’ve completed a thorough review of your reservation details and would like to offer clarification regarding the charges associated with your recent stay.


      We understand that you are under the assumption that your nightly room rate was $119 based on the GREATWEEK promotion. After reviewing your reservation, we confirmed that the booking was actually made using the promotional code MOREFUN, which up to 25% off on a 2+ night stay, which does not include the $119 nightly rate offered under the GREATWEEK promotion.


      Here is a breakdown of your stay and charges:
      Reservation Summary
      Total cost of stay (after taxes): $389.05
      Deposit paid on 5/9/25: $210.06
      Additional deposit upon arrival on 6/8/25: $507.18


      Room Charges
      Night 1: $189.24 before taxes | $210.06 after taxes (Paid 5/9/25)
      Nights 2 & 3: $201.24 per night before taxes | $223.38 per night after taxes
      On-Site Charges:
      Room Charges: $201.24 × 2 = $402.48
      State Tax (6%): $12.08 × 2 = $24.16
      County Occupancy Tax (5%): $10.06 × 2 = $20.12
      Watering Hole Dinner (Alcohol): $31.50
      Snack Bar 3 Dinner (Food): $54.52
      The Hungry Food Hall (Dinner): $8.46
      Subtotal: $541.24
      You paid a deposit of $507.18 on June 8, which left a balance of $34.06 remaining for these charges.


      Overall Stay Charges Breakdown
      Room Rate (Night 1): $189.24
      State Sales Tax: $11.36
      County Occupancy Tax: $9.46
      Snack Bar 3: $54.52
      Watering Hole Dinner (Alcohol): $31.50
      Room Rate (Night 2): $201.24
      State Sales Tax: $12.08
      County Occupancy Tax: $10.06
      Tidal Wave Lunch: $37.80
      Hungry Food Hall Lunch: $22.25
      Total: $587.97


      Final Accounting
      Total Paid: $210.06 (initial) + $507.18 (upon arrival) + $60.05 (Hungry Food Hall) = $779.29
      Total Stay Charges: $587.97
      Difference: $189.32


      A refund of $20.14 was processed on 6/10/25, which was deducted from the $189.32, leaving you with a final refund of $169.18 for your third night. This has been issued, and as such, no further refund is due at this time.


      We genuinely regret any confusion or inconvenience this may have caused. It is always our intention to provide transparent billing and responsive service, and we appreciate the opportunity to clarify these matters for you.


      Should you have any additional questions, we would be more than happy to assist.

      Howls!
      Nyla S
      Guest Communications Specialist
      Great Wolf Lodge - Customer Contact Center

    • Initial Complaint

      Date:06/17/2025

      Type:Service or Repair 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.
      Just got home after 2 nights. This was our 4th location to visit and our experience was horrible. Kiosk broke while we were checking in, the lines were very long for both. The place was very crowded, the hot tub is a kiddy pool the entire trip. Room was ready around 4. Room was dirty, coffee pot was clealy broken, we had no shower curtain, and many of our outlets didnt work at all. Even ones that a lamp should be plugged into.They were supposed to fix those issue when we went to dinner, they never did. Went to bed to discover the king bed had no sheets lol. Day 2 had a cabana. It was not clean! I bent over to pick up some garbage and they clearly have never cleaned under the sofas. They moved us and the 2nd cabana was also not clean. The sofa had crumbs and food stuffed in it. The safe lock was broken. The waitress said they get so many complaints that housekeeping does not clean the cabanas. We ordered lunch around 1230 it arrived around 3pm. Went back to the room, orginal issues we complained about were not resolved. Manager didnt respond to our request to adress our complaints until 4pm on day 2, he called my cell phone and he wasnt very nice. He said they had 6000 reservations they were dealing with. After him complaining to me about his hardships of opening a new lodge he said he would refund my stay. As of now, i still do not have a receipt reflecting that. They dropped towels in our room while we were out (didnt request) but they didnt bring a new coffee pot or fix anything else. App didnt work the entire time so it was very difficult to communicate with staff for any needs. Came home and it took over 90 min on the phone to cancle future reservations.

      Business Response

      Date: 06/18/2025

      Dear Jennifer Hafford,

      Thank you for reaching out to the Great Wolf Lodge Customer Contact Center. We’re following up regarding your case as detailed below:

      First and foremost, please accept our sincerest apologies for the inconveniences you encountered during your visit. It is never our intention for any guest to leave feeling disappointed, and we deeply regret that your time with us did not meet your expectations. Your concerns were taken seriously, and we truly appreciate the opportunity to make this right.


      We are pleased to inform you that a refund in the amount of $573.38 was processed on June 16, 2025, to the payment card ending in 7613. The transaction was completed using the secure token number 8040850532877613, which you may provide to your financial institution should you require additional verification. Please note that the refund may take 7–10 business days to appear in your account, depending on your bank’s processing timelines.


      For your reference, we have sent a copy of your folio to this message, which details the adjustment and relevant charges for your stay.


      We hope this resolution provides some reassurance, and again, we are genuinely sorry for the discomfort and disruption to your visit. Your feedback has been invaluable in helping us address these issues internally so we can improve our service for all future guests.


      If you have any further questions, or if there is anything else we can assist you with, please don’t hesitate to reach out.


      Wishing you a howlin’ good day!

      Howls!
      Nyla S
      Guest Communications Specialist
      Great Wolf Lodge - Customer Contact Center

      Customer Answer

      Date: 06/18/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23480963, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



      Not a sufficient resolution.  I lost money and time instead of being on a vacation.  I am being refunded for the room but I had to pay a significant amount of money elsewhere including food and travel for this vacation that I did not get to enjoy due to the staff and park negligence.  I suffered a great deal of stress,  loss of time,  money and much more due to Great Wolf Lodge. An apology after I was belittled and mistreated as a paid guest is really not acceptable 

       

      Regards,



      Jennifer Hafford

    • Initial Complaint

      Date:06/14/2025

      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.
      This is for a stay on the date of 6/12-6/13/2025 for the amount of $216 total.Was supposed to be an enjoyable experience, was unable to sleep through the night and the stay was overpriced. Things purchased were extra. Asked to stay in a room and then when I got there it was sold out and the were fast to move me in and out the room. Emailed business with even more details and have not heard back at this time.

      Business Response

      Date: 06/30/2025

      Dear ******* ******,

      Thank you for reaching out to the Great Wolf Lodge ************************

      On behalf of our entire team, we want to sincerely apologize for the disappointment and frustration you encountered during your stay. We deeply regret that your visit did not meet the expectations we strive to uphold.


      We understand that, as a single parent, the decision to plan this trip involved a significant financial commitment, and we recognize how important it was for this experience to be both memorable and meaningful for you and your children. We are truly sorry that aspects of your visitparticularly the perceived value of the attraction passesfell short of that goal. Our intention is always to offer experiences that delight and engage, and its clear from your feedback that we have opportunities to improve in this regard.


      We also want to acknowledge the emotional toll that the upselling environment and additional costs had on you. We recognize how difficult it can be when children express continued interest in activities and souvenirs that exceed the initial budget. Our aim is never to place our guests in that position, and your feedback will be instrumental in helping us reevaluate our current offerings and communication.


      Furthermore, we apologize for the confusion caused by the pendant pricing signage. While were glad a team member was able to assist you in locating an item within the advertised price, we deeply regret that your child was left feeling disappointed. Clear, accurate, and transparent pricing is a fundamental part of the trust we strive to maintain with our guests, and we take this concern seriously.
      Additionally, we understand your frustration regarding additional charges related to the attraction passes. It is never our intent to obscure the true cost of an experience, and we are actively reviewing how we present these details to ensure affordability and transparency for all families.


      Lastly, we are sorry for the noise disturbance that disrupted your rest during the night. While we appreciate that our security team responded quickly, we regret that this incident affected your ability to enjoy the following day. We understand how precious time away can be, and it pains us to know your stay was impacted in this way.


      As a gesture of our sincere apologies, we have issued a partial refund of $73.25, which should reflect in your account within 710 business days, depending on your banks processing time. We have also sent a copy of your folio for your records.


      We truly value your feedback and hope you will consider giving us another opportunity in the future to deliver the kind of experience you and your family deserve. Please do not hesitate to reach out if there is anything further we can assist you with.


      Wishing you a howlin good day!

      Howls!
      **** S
      Guest Communications Specialist
      Great Wolf Lodge - Customer Contact Center

    • Initial Complaint

      Date:06/13/2025

      Type:Service or Repair 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.
      I tried to pay a balance of $205.15 and to my frustration this has become a difficult endeavor. We stay in the ***********, ** location on 4/14/15 and our back decline a charge for concerns of fraud. Once we found out my wife called and updated the cc information. This process was the most ridiculous for 2025. Needed to call a support staff, who then had to connect her to the location customer service. The location staff couldn't take information over the phone and sent an authorization document to be signs and sent back, which was done. This still did not work and I had to call and go through this ridiculous process once again. Nobody can if my balance was even paid.

      Business Response

      Date: 06/24/2025

      Dear Justin Espland,

      We are contacting you again from Great Wolf Lodge. We have received your concern submitted to the BBB and apologize for any frustration this may have caused.

      Case Number:  02272645 
      Date Created:  6/14/2025 

      Our team is currently reviewing your case, but we’re having trouble locating your booking in our system. To help us resolve your concern as quickly as possible, could you please provide your confirmation number, verify the email address or the last four digits of the card on file, so we can look into this for you?

      If you have any additional details or questions, feel free to reply to this email. We appreciate your patience and understanding as we work toward a resolution.

      Thank you for being a valued guest. We look forward to the opportunity to restore your trust in us.

      Howls!
      Britany Gentle 
      Guest Communications Specialist
      Great Wolf Lodge - Customer Contact Center

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