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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

    • 466 total complaints in the last 3 years.
    • 197 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:11/26/2024

      Type:Sales and Advertising Issues
      Status:
      Unresolved
      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.
      In June I stayed at the great wolf lodge in ******* NC Firstly they are racist we had terrible experience with staff second they gave us a dirty room it had a huge stain on the rug and bugs everywhere my daughter is 4 years old and she is scared to death of bugs they were flying there was a bed bug incident at the end of the stay because we had a den suite there were bunk beds but my kids never slept in them until the last night I woke them up the next morning for check out and there were bed bugs on them and I promptly took photos and notified them and they basically called me a liar my children had bites all on my sons arm and my daughter leg it was crazy then to top it all off I used affirm but since I checked in at the kiosk they charged my card the whole amount of the stay this was terrible never again I can't even believe none of this happened

      Business Response

      Date: 12/01/2024

      Good evening,

      Thank you for bringing this to our attention. We have forwarded the complaint to our team at the lodge and they will be reaching out to the guest with a resolution.

      Customer Answer

      Date: 12/01/2024

      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.

      [Please type your response here.] They did not provide a resolution 

      Regards,

      Shanierra *****

    • Initial Complaint

      Date:11/26/2024

      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 stayed with my family for one night 11/22-11/23. The total amount of our folio after check out was $613.35. I caught an error of an additional $68.03 that was on my folio incorrectly. Front desk said they would remove it before processing. Once we left we noticed that the additional $68.03 was processed twice. They had overcharged me ******. I checked my account on 11/26 and they have charged me again incorrectly. They have charged me $816 for a $545 stay. They are being very uncooperative and not able to refund in a timely manner.

      Business Response

      Date: 12/01/2024

      Good morning,

      We received a response on 11/28/2024 from our management team stating that they will contact the guest to have the issue resolved.

      Regards,

      ******

    • Initial Complaint

      Date:11/20/2024

      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 bought a gift card from Great Wolf Lodge website. The promo is spend $400 and receive a $100 bonus. After I buy the gift card, the balance checking part of the website isn't working - suspect. Then I contact customer service through chat - She makes me wait almost ************************** my balance is only $400. I tell her it should have $500 because of the promo and she makes me wait another 10 minutes to tell me it'll take three days for someone to reach out to me. This is bad business behavior. I believe they are hoping people don't check the balance before gifting and then the gift receiver never gets the full amount. Also making me jump through all of these hoops to get something that is rightfully mine is not okay. It still hasn't been resolved. I think for $400 they should respond quicker than 3 days. They have not resolved the issue and I still only have $400 on my gift card.

      Business Response

      Date: 11/22/2024

      Good Morning, 

      Thank you for contacting Great Wolf Lodge. We are currently aware of the discrepancy with the gift cards and are actively working towards resolving the issue. By the end of today, this should be rectified across all gift cards and the bonus amount will be added. We sincerely apologize for any inconvenience this may have caused. If you have any further questions or concerns, please do not hesitate to reach out to us.

      Kind Regards, 

      Sade

       

    • Initial Complaint

      Date:11/15/2024

      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 May 11, 2024 i made a reservation for 4 (the room being great wolf den) the reservation was for the following day. The total of $466.25. After being there a few hours we had to leave because both my daughter and granddaughter were feeling quite ill. I informed them of this, we left the room untouched (the few hours we spent there was in waterpark) and i received a ************** (for 4) in the mail. (Only good for Monday thru friday) . I called them yesterday to let them know the ************** was of no use to me, could they maybe accommodate me w another room ? (which includes Waterpark access of course). I mean I had paid almost $500! They told me they could give me a $100 discount on my next visit . That's crazy..

    • Initial Complaint

      Date:11/15/2024

      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 have been trying to get a refund for over 4 months now. ******** ***** at Great Wolf Lodge is non responsive to calls and emails. They owe me $300 after I spent $682 as shown on the reciept. My daughter couldnt use the Ultimate Food and Fun package as they couldnt accommodate her allergies. Ive tried also calling Great Wolf Customer Line and just get redirected to Traverse City for them to take my name and number with no call back. Listing the file number my refund request is under as its been under review with no update.

      Business Response

      Date: 12/09/2024

      We have been collaborating with ****** and as per our records, no refund is due to the guest. Despite ******** claims to the contrary, she has not been able to provide any validation that disputes our records, even after numerous requests for such proof.

      Customer Answer

      Date: 12/10/2024

      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 pictures from our stay with the date, I have provided proof I have stayed there with a receipt from their system showing the amount owed to me. I am currently working with ****** now due to lack of response and insistence that I was never there. 

      Regards,

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

    • Initial Complaint

      Date:11/13/2024

      Type:Customer Service 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.
      Booked this vacation months in advanced so to be told a day before the vacation that there is a grand opening ceremony (it was soft open apparently) on the second day of our visit. The only solutions that were offered were rebook for no fees... right just the differences and a day before Also, offered complimentary access to some other facilities, that if you have the pass, you already have access to them and probably will be packed as, guess what the water park is closedTry to call just to be told there is nothing they can do and they are not responsible for sending the email late, so who is? How about compensate your guest with late checkout or some credit to food or something? not that hard to think about stuff you can do People paid good money to use the facilities, and the water park is the highlight of all of them. I found it hard to believe that a grand opening ceremony with media outlets would be announced two days in advance

    • Initial Complaint

      Date:11/08/2024

      Type:Product Issues
      Status:
      Unresolved
      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 little one chose to go to Great Wolf for his 7th birthday. So WE chose the room and booked together. On the website, we chose 1 queens bed, 1 bunk bed and 1 sofa bed for the room. The price was $454.38 before the $50 discount. The picture on the reservation showed exact room we reserved. We didn't know when we received the confirmation on 10/29. The words showed "Family suite". We wouldn't know the difference of the Room typle. We just know what beds we reserved. We were not aware the confirmation received on 10/30 was changed to Family suite Tower. Per my conversation with guest service on site, when we checked in, the room picture was showing the family Den but it was overridden by the queens bed room after check in. They cannot explain why the confirmation wasn't showing the right information and was changed from 10/29 to 10/30.The whole experience was disappointing. My kids chose the bunk bed as they like the design. But we ended with 2 queens bed in the **************. On the check out date, the room key was disabled at 10:12am. We were in/out the room.There were so many errors caused the inconvenience and disappointment for the birthday trip.The queens beds room was $268 plus tax. The bunk bed room we reserved was $418 plus tax. I request Great Wolf to refund me the difference of $150.

      Business Response

      Date: 11/24/2024

      Good morning,

       

      We received information from on management team that they will be contacting the guest to assist in this matter.

      Warm regards,

      ******

      Customer Answer

      Date: 11/25/2024

      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.

      Please see my response to Great Wolf email sent on 11/24/24. Haven't heard back yet.

      Hi ********,


      My initial booking wasn't Mountain Tower Family Suite. I included the support in my initial request. This might be the system error or overrode what we booked. The situation occurred during our check in.

      *****

       

       

      Regards,

      ***** ****

    • Initial Complaint

      Date:11/08/2024

      Type:Product 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.
      Stayed at Great Wolf Lodge in ********** 11/4 to 11/5. I booked with room wanting to use 3 $100 gift cards. I gave the gift card numbers on 3 different phone calls. On the last phone call the agent stated the gift cards were accepted and I no longer needed them. When I got the room charge summary on 11/5 it stated my credit card was going to be charged the full amount for the room price. I contacted customer service and asked them if the gift cards were used. They couldnt give me an answer and told me someone would be contacting me before my credit card was charged. That didnt happen and now my credit card was charged for the full stay, the $300 in gift cards never got used. I am very upset about this. And while Im here Ill add other problems with our stay. I requested as soon as I got the email notice. When we arrived I asked about the cabana. The agent stated the last one was booked today and they did not have anymore available. I asked how could that be if I requested mine 3 days ago. A manager came out and told me the one booked today was an overbooking, which at this point I lost all trust in what I was being told. When I am contacted I want to see a list of when the cabanas were booked to confirm what I was being told was true. Also never was offered wolf ears for my 3 kids and never offered to pay for parking (had to come back to ask about that). The floors in our room were dirty and sticky. The toilet paper roll had a couple sheets left on it, not sure why it couldnt just be a new roll. Hot tub outside next to the pool was on but no one could staff it. And just something to note, a claw machine shouldnt cost nearly $3 to play. Absolutely ridiculous. We currently have no plans to go back to the ********** location because of our experience there. At the very least I need to be contacted to get a refund on my credit card and use my gift cards for the stay. Thank you

      Business Response

      Date: 12/01/2024

      Good morning,

       

      We had reached out to the guest to inform him that our management team would reach out. Our guest stated the issue has been resoled and informed us to close the case. The matter has been handled.

      Regards,

      ******

      Customer Answer

      Date: 12/02/2024

      [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:11/07/2024

      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 booked a reservation for GWL prior to the opening of the new lodge in ******, ** for Nov *****th, 2024. The reservation I booked stated the room option I selected for the dates I selected was $20.18, and my deposit was $10.59. GWL policy states that upon booking, either one night's rate or 50% of the total amount due is paid, which is reflected in my deposit of $10.59, as charged by GWL. I then received my order confirmation and balance due upon check in, which shows as the other 50% of the balance due, at $10.59 owed upon check in.When I went to confirm the reservation and inquire upon adding a birthday package, as this trip is for my son's birthday.. When I logged into the site and my reservation, it is now showing I owe several hundred dollars over the amount that I agreed to, with no available information as to why the rate was changed when I called GWL. I spoke to several different people, none of whom offered any assistance other than to tell me that I was wrong, and that they show me owing hundreds more than I agreed to. The representatives also informed me that they will not adjust the rate to the rate I agreed to (and have an email showing this rate).This is my acceptable resolution:A) Adjust the price of my rate to what I agreed to upon booking, that my email confirmation shows.B) Cancel my booking with NO penalties/fees, and provide some type of add on package/incentive to my next booking for the inconvenience

      Business Response

      Date: 01/17/2025

      Good day,

      The guest information has been forwarded to the lodge and additionally a follow-up email was sent regarding the guest situation. The guest also has reached out via *******************************************

    • Initial Complaint

      Date:11/06/2024

      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.
      I stayed at the great wolf lodge in **********, ** on October 26 2024. I was told when I checked out that an itemized receipt of everything that was charged to the room would be emailed by the end of the day. Here it is November 6th and I have still not received a receipt. I reached out to the Great Wolf Lodge and the woman, *******, I spoke with told me it would take another 10 days to get this resolved. All I want is a receipt to make sure the purchases are legitimate since it seems to be roughly $20 higher than I anticipated.

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