Complaints

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

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Great Wolf Lodge has 22 locations, listed below.

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• 

  Great Wolf Lodge

  PO Box 50 Wisc Dells, WI 53965-0050

• 

  Great Wolf Lodge

  12681 Harbor Blvd Garden Grove, CA 92840-5857

• 

  Great Wolf Lodge

  1 Great Wolf Dr Scotrun, PA 18355-9000

• 

  Great Wolf Lodge New England, LLC

  150 Great Wolf Dr Fitchburg, MA 01420

• 

  Great Wolf Lodge of Concord

  10175 Weddington Road Ext Concord, NC 28027

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:12/28/2024

  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 one-night stay for Sunday, December 29, 2024, at the **********, ******** location. Today, Saturday, December 28, 2024, my wife passed out in our home kitchen, was taken to the hospital via an ambulance, and was admitted. I have been with my wife all day and our children have been with family. It's been a trying day to say the least, but what made it even worse was that I have tried to call Great Wolf Lodge four times now, have been on hold for at least a half hour on each attempt, and I still can't get through to someone to discuss what my options are to possibly reschedule our stay. I emailed/messaged the ********** location through the website earlier today to explain this and I have not received a response or phone call. I understand that my wife's emergency is not a priority for Great Wolf Lodge and they have other guests that need assistance too, but I also have read numerous similar complaints online today that all read the same: it's impossible to reach customer service. I have had to step away from my wife's hospital bedside four times today trying to reach Great Wolf Lodge and I am not better off than when I started calling this morning. This is not acceptable. It would be one thing to actually reach a customer service *** and find out that there's nothing that they can do to accommodate us to reschedule, but I can't even reach a customer service *** at all.

  Business Response

  Date: 01/18/2025

  Good evening,

  Thanks for reaching out. The guest was refunded in full on 01/06/25.
  

• Initial Complaint

  Date:12/23/2024

  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.

  our stay at your resort from December 18 to December 20, 2024. This experience has been highly frustrating, and I feel that the lack of effective communication, follow-through on promises, and overall management of the situation has not only left me dissatisfied but also put my family at risk of further harm.* We were moved to room 4096, but upon arrival, another family had access to the room, which caused further confusion. ***** services and the front desk were unaware of this issue and, despite the Directors promises, insisted that we had to check out by 2 p.m.* Additionally, while we were waiting for the heat treatment to be completed on our belongings, we had to scramble to purchase new clothes for the family as we had only the clothes on our backs. This came at a cost of $300 for necessary ************ and Safety Concerns:* The bed bug issue was serious enough to warrant a thorough investigation and immediate action, yet it was not handled with the urgency it deserved. I had to take additional steps, such as dry cleaning our clothes, to ensure that no bed bugs came home with us. I also had to visit a doctor to document the bites on my daughter.Request for Resolution: 1. A full refund for all expenses incurred, including the cost of the room, meals, and any necessary purchases due to the bed bug incident.2. Reimbursement for any additional costs related to dry cleaning, doctor visits, and the potential risks of an infestation.3. A formal apology and a thorough review of how this incident was handled, with appropriate training for staff to prevent such issues in the ********* is clear that this situation was not managed according to your usual standards, and I am disappointed that no one followed through on the promises made to us. The failure to properly inspect the room, communicate effectively, and address the health and safety risks is unacceptable.

  Business Response

  Date: 12/31/2024

  Good afternoon, 

  We thank you for reaching out to Great Wolf Resort. We're truly sorry to hear you had this experience during the time of your visit. Please accept our sincere apologies for the inconvenience and any frustration this may have caused as this is certainly not the level of service we would like to provide. At Great Wolf Lodge, our team strives to provide great service and meet the satisfaction of our guest. Please be informed that we have sent your concern directly to management at the lodge and a member of the team will be reaching out. We greatly appreciate your patience during this process. 

• Initial Complaint

  Date:12/23/2024

  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 at Great Wolf Lodge from Dec. 22, 2024,- Dec. 23, 2024. During this time I was charged $****** for a breakfast at Timbers *************** Breakfast food. At no time did I eat at this restaurant or authorize this charge to my room. After checking out, this charge was billed to me on my final receipt. I called the hotel to inform them. I spoke with ******* at the front desk. ******* informed me that she would not put a manager on the phone but that they would investigate the issue. I asked again to speak to a manager and have this charge reversed, as I did not authorize the charge. I asked how this charge was possible given that I never signed for this. I asked if they just allow people to bill to people's rooms without any proof of identification. ******* could not answer this and just said she would inform the manager. I expressed that I wanted to speak with a manager, but ******* made no additional effort to help me and frankly was dismissive and uninterested in helping me. I was not happy with this outcome, as they have not contacted me or rectified this charge. I am appalled that a resort would just charge a guest room erroneously and make no effort to rectify the situation. This is theft. I called corporate to ask for resolution and was given a reference number. I want the charge of ****** reversed on my credit card immediately. This is unethical, as they charged my room falsely and did not produce a receipt or any evidence of my attending this restaurant. I am a repeat customer and they were rude and dismissive. It makes me not want to return to the resort. I hope proper action is taken to correct this. When you take customer credit cards on file, the customer trusts you to ensure their account was protected. I feel that the business did a poor job ensuring that our room was protected. I only authorized two people to make purchases to my room and neither of these individuals authorized this charge.

  Business Response

  Date: 12/28/2024

  Good morning, 

  We thank you for reaching out to Great Wolf Resort. We're truly sorry to hear you had this experience and please accept our sincere apologies for any inconvenience and frustration this may have caused as this is certainly not the level of service we would like to provide. We'd like to assure you that we will take all necessary steps to address your concern to ensure it does not happen again in the future. Please note that we have sent your billing inquiry to management at the lodge. A member of the team will be reaching out to further discuss your billing inquiries. We appreciate your patience during this process. 

  Customer Answer

  Date: 12/29/2024

  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.
  
   The business offered an apology and stated that they would be in contact with me. No one has contacted me. In the meantime, I am still charged $116 in room charges that are incorrect. As I previously stated, I am a repeat customer. My son always asks to go to the **********************. I am honestly shocked and disgusted by the lack of care, concern, and honesty by the resort. They should rectify the charge and treat customers better. I still cant believe they charged me for a breakfast I did not have and have provided no credentials in terms of receipts or signatures to verify this charge. They have caused me to lose time unnecessarily in order to try to have this rectified. There are plenty of other resorts and they lost a valued customer. Ill be proceeding to inform my credit card company of the fraudulent charges made by this resort since they refuse to act in good faith. 
  
  Regards,
  
  ******* *******

  Business Response

  Date: 01/09/2025

  Good Morning, 

  Thank you for reaching out and bringing this to our attention. We sincerely apologize for the inconvenience and frustration you experienced during your recent stay at Great Wolf Lodge. We are pleased to inform you that the charge of $116.51 for Timbers Table & Kitchen breakfast has been fully refunded to your credit card. The refund was processed on January 4, 2025. Please note the refund can take 7-10 business days to reflect. 

  
  We value you as a repeat guest, and we regret that your experience was not up to the standards you should expect from us. We hope that this resolution helps to address the issue, and we appreciate your understanding.

  
  If you have any further questions or need additional assistance, please dont hesitate to reach out. We look forward to welcoming you back in the future and ensuring a more positive experience.

   

  Kind Regards, 

  Sade

  Customer Answer

  Date: 01/09/2025

  [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:12/21/2024

  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.

  My family and I stayed at the Great Wolf Lodge on December *****, 2024. During our stay, we were advised that the food court was having trouble with their card reader and subsequent transactions. Upon checkout, I noticed several extra charges on my invoice that included food purchases that we did not make. I also noticed two towel charges in the amount of $30 and $15. We spent over an hour at the front desk and was assured that everything would be taken care of and that we were okay to begin our travels home. On Tuesday, December 16, I noticed that it was not taken care of and there were three extra charges on my credit card in the amount of $102.65, $30.44, and $16.05. I could not reach a customer representative, but opened a case and was assured that someone would call me within 24 hours. I did not receive a call, and when I called back, I was advised that my case was closed, but they could not explain why. I opened a second case and still have not received a phone call. I am disputing the three amounts that appeared on my card but not invoice: $102.65, $30.44, and $16.05, as well as the towel charges: $30 and $15.

  Business Response

  Date: 12/26/2024

  Good evening,

  We have been in contact with this guest and their complaints were forwarded to our management team today, 12/26/2024 and the guest was updated. Our management team will be reaching out to resolve this matter.

  Regards,

  ******

• Initial Complaint

  Date:12/13/2024

  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.

  Absolutely horrible experience. I'll start by saying I paid way too much to continue to be charged after I've left the park. I paid for a good package and adventure park pass. The restaurants didn't bill me properly so I went to the front desk before I left the hotel and was assured they would update the bill so my card on file wasn't charged. Well my cad on file was charged even though I still had money on the voucher. The restaurant that we ordered from messed up our order 3 times so my nephews were super hungry and I was annoyed. Then the same restaurant the next day refused to give me my food because they demanded payment. I told them I paid for the food package. The lady who was super rude and stormed off to ask someone at the front desk didn't spell my name correctly so she couldn't find me in the system. Another woman took the time and was polite and finally found me in the system. She gave me my food and said I was all set. So since I was all set I was extremely upset to see my card being charged for food I already paid for. The tubes were broken for one of the rides so the line was super long. I feel horrible taking my nephew to celebrate his birthday there and it was not a great experience. Never again...

  Business Response

  Date: 12/23/2024

  This guest had reached out to out reservations department with the complaint and it was sent over to our team at the lodge already. I went ahead and sent a follow up email.

  Customer Answer

  Date: 12/23/2024

  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.
  
  They have reached out to me via email without any resolution. I still have not spoken to anyone or obtained a refund. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:12/12/2024

  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.

  **Company Name**: Great Wolf Lodge **Complaint Summary**: I booked a room through Great Wolf Lodges website at a price of **$103**, but they charged me **$209** without my consent. Despite multiple attempts to resolve the issue, the company has refused to honor the original price, failed to provide a proper explanation, and is now ignoring my communications. **Detailed Complaint**: On [insert date], I booked a room on Great Wolf Lodges website. The total price displayed at the time of booking was **$103**. However, when I received my credit card statement, I was charged **$209**. This charge was made without my consent, and I believe it constitutes fraudulent business practice. I contacted Great Wolf Lodge customer service multiple times. Initially, I was met with unhelpful responses, and one representative even hung up on me. On subsequent calls, I was told they could only process a refund based on the confirmation email, which reflected the incorrect price. Despite providing **screenshots of the booking page** showing the correct price, the company still refused to resolve the issue. I requested the following to resolve this matter: 1. **A full refund of $209**. 2. **Return of all points and discounts** I used for this booking. 3. **Compensation** for the significant time and energy I have spent trying to resolve this issue. I have been ignored despite repeated follow-ups. This is a clear case of bait-and-switch pricing, which is unethical and deceptive. **Desired Resolution**: I am seeking a full refund of $209, the return of all points and discounts used, and compensation for the time and energy I have spent trying to resolve this issue. If the company fails to respond, I will pursue further action, including filing complaints with the ************************************** (****)** and disputing the charge with my credit card issuer.

  Business Response

  Date: 12/22/2024

  Dear Huawei.

  Thank you for reaching out to us. We are genuinely sorry to hear about your recent experience and sincerely apologize for any inconvenience caused. We greatly appreciate your feedback as our goal is to consistently deliver excellent customer service and guest experiences. We understand that you were able to connect with a team member who honored your booked rate and also offered your family a complimentary breakfast. We eagerly look forward to welcoming you and your family again. Please do not hesitate to reach out if you need further assistance, we would be more than happy to help.

   

  Kind Regards,

  Destiny

• Initial Complaint

  Date:12/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I checked in on Nov 15th and checked out Nov 16th. Check in has always been quick & smooth but on this visit check in took over an hour which messed up our plans for my kids birthday dinner with family as by the time we were done the food places in the pool area were closed which really upset my kids. The real issue though was what happened on the 16th, when I was making purchases with what I thought was my food credit that I had purchased however for some reason my purchases werent applied to my credit & instead charged to my room resulting in me being overcharged. I spoke with Gabby the manager about the charges only to learn I was also charged for additional things that I never approved nor did any one in my party make. I kept trying to explain to Gabby that when I checked my food credit that morning I still had $152.56 left (which I was also able to verify later that week once the app started working again for me and it showed that I still had a food credit of $152.56) and she kept stating she wasnt able to look that up and the app wasnt working for me to show her. However, I was assured by Gabby that she would adjust the charges, have HR look into them and get back to me via email before being charged anything. However, that wasnt the case and I was still charged an additional amount causing me to also get an overdraft fee. I have tried calling Great Wolf Lodge 4 different times only to be on hold each time for over an hour and no one answering. I have tried looking up a way to contact the main office but finding any contact information is next to impossible. I am extremely frustrated & upset with the customer service that I received. The fact I was charged for purchases I didnt make, overcharged for food that should have been applied to my food credit, having to waste over an hr & half before leaving GWL to try & figure out what all these charges were & still not getting any relief & broken promises from management. I would like a full refund honestly.

  Business Response

  Date: 12/22/2024

  Dear ********.

  Thank you for sharing your recent experience with us. We sincerely apologize for any inconvenience you have faced, and we deeply regret that our services did not meet your expectations. We place significant value on your feedback as our continuous objective is to provide superior customer service and an outstanding guest experience. Please note that a refund of $175.54 was processed on December 14th. Additionally, to resolve this issue promptly, we have forwarded the details to our management team. Someone from our team will be in contact with you as soon as possible to discuss this matter in depth. We earnestly appreciate your patience during this process.

  Kind Regards,

  Destiny

   

  Customer Answer

  Date: 12/23/2024

  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.
  
  A refund in the amount of $175 doesnt even begin to cover everything that it should & the headache Ive been through dealing with this. I was promised by management that I would not be charged anything additional after leaving Great Wolf Lodge, until management reached out to me. However, management never did and I was charged an additional $65 dollars causing my bank to charge me an overdraft fee. I had even explained to management that I didnt have the funds to cover anything additional being taken out of my bank acct & thats why I was trying to keep track of what I had spent & how much food credit I had left. Yet because of your guys system mess up when I purchased food rather than it coming out of my food credit it came out of my bank acct or me having to pay directly because when I would try to place an order I would get an error. It isnt like the food credit I had was free I had to pay for it up front when checking in and yet a week after checking out I still had a credit of $152.46 food credit. Then to top it off I was charged for things I didnt purchase, Im assuming ANOTHER system error.  Its really sad to see how you guys treat your customers who spend their hard earned money at your establishment. The fact I am still dealing with this issue a month after checking out is not right and not something any guest should have to go through. The fact I feel like everything I have stated just seems to fall on deaf ears is truly upsetting. I have asked management numerous times to speak with someone higher up & that has yet to still happen. There were so many things that went wrong with my stay that was suppose to be special for my kids birthday but due to all the issues we had within GWL it truly was anything but special. 
  

  My family & I have been celebrating my kids birthday at your establishment since it opened back in 2019 due to the fact my kids love going here. However, after this experience I cant see me ever stepping foot back in there again in fear of being overcharged, charged for things I didnt purchase, broken promises by management and all around a bad experience.

  I have never complained about my experience before at GWL until this most recent trip. However, after this trip and everything I have went through and am still going through I would think issuing me a full refund for everything Ive went through could be the least your establishment could do to keep a loyal customer. 

   

   
  Regards,
  
  ******** *********

  Business Response

  Date: 01/09/2025

  Thank you for your response. I do apologize for all the inconvenience caused! Our support team has been contacted and they will follow up with the guest as per the full refund. Thank you for your understanding.

• Initial Complaint

  Date:12/02/2024

  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.

  My family and I stayed at Great Wolf Lodge for two nights. The second day we went to the water park and brought four towels back to our room at Great Wolf Lodge. We checked out the next morning before the water park opened, so we left the towels in the hotel room. I was charged $180 for the four towels. The website says Towels in the water park are included as part of your stay but are subject to a per towel fee if not returned. Great Wolf Lodge is not responsible for missing towels. The towels were not removed from the premises. They were left at Great Wolf Lodge. The website does not say a fee will be charged if the towels are not returned directly to the water park and are instead left in a Great Wolf Lodge hotel room.

  Business Response

  Date: 12/09/2024

  Reviewed the folio and found it was refunded. Sent guest an email to inform her and sent an updated folio. 

  Customer Answer

  Date: 12/09/2024

  [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:11/28/2024

  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.

  11/15/2024 I made a reservation totaling $525.08. I paid with Affirm. Later that day I modified the reservation came to $361.70. I notice Affirm did not adjust. I called Affirm was told there was a pending charge for $525.08 when I checked in on 11/18/24 the total will update. It never did. When I also checked in we had to moved 2 times due to rooms having broken ************************** Once we got to the 3rd the water park was closed your charge $39.99 resort fee daily . When I checked out I was told that the 1 st night was being credit back. When I question the resort charge of that day I was credit back total of $32.29. After we check out and I get home I get a new email with now being charged 2 nights. I called and spoke to ***** he stated he fixed it. This call to ***** was on 11/21/2024 . I reached out in email to ******** ***** she apologized & stated in the email both night were going to be credit back. I got a credit on my AM. Exp. for only $135.36 which was suppose to go on Affirm . I have been calling everyday I speak loud I have a hearing problem Iam under SSDI. ******** thinks when I am talking to hear I am yelling. She hung up on me . I called back the next morning a lady answered the phone on 11/26/24 the lady told me since I was yelling and used bad words I was not getting help she hung up. I ***eatedly called back no answer. I wrote to ******** exploding I am disabled and they are now discriminating and I need to contact American disability act. I also have been given corp. office number I have left 4 messages there and no return call back. On 11-27-24 I called the reservation number I spoke with a *** explained what was going on she called over and spoke to ***** was told no one will talk to me expect the direct and he was on a call and would be calling me back after that call no call from him. And you can not talk to anyone. They owe me the still $163.38 for the food package. And $135.36 for the other night . This needs to be fixed.

  Business Response

  Date: 11/29/2024

  Good Evening, 

  Thank you for contacting us. We sorry to hear you had this experience with us and sincerely apologize for any inconvenience caused. We appreciate you brining this to our attention as our aim is to always provide the highest quality customer service and your feed back in an invaluable part of that process. We are presently investigating the matter and have engaged our management team in ********** / *****, *******;to provide additional support. Once we have thoroughly investigated the matter, we will connect with the guest and provide the solution we've determined. If you have any additional questions, please do not hesitate to contact us.

  Kind Regards, 

  Sade

   

  Customer Answer

  Date: 11/29/2024

  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 have been on the phone every day it should not take this long to get a matter resolved. So as my interest rate is growing I cant pay affirm till this matter is resolved. And when I speak with affirm if I pay them and over pay I have to wait 90 days for a check. This is uncalled for. Makes me ever to think about staying at Great Wolf this was my first experience and it has not been the best. Also when I called reservations I was given a case number there to 01971278. And it seems like you just get no where with this company. And no consumer should ever have to go through this. I know a customer is not always right. But I sent the emails and showed what I was charged shared  my affirm so you see the matter was not handle. But I am the one still paying and waiting to be resolved. 
  [Please type your response here.]
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:11/27/2024

  Type:Billing 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 was charged for a night I was not at the hotel. They later changed it to a deposit. My creditcard was billed for that.I paid my balance in full before arrival so they should not have billed me for anything.

  Business Response

  Date: 12/03/2024

  We have spoken with the guest and explained all the charges.