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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:11/06/2024

      Type:Product 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.
      We stayed at Great Wolf Poconos for one night on September 2nd, 2024 and checked out on September 3rd. The hotel was at full capacity and there were long lines for everything including check in. So after spending the day at the waterpark, we went to our room and found that there was a ***** on the wall as well as a dead ***** floating in a clogged sink in the bathroom. We called several times down to the front desk and no one answered. This was unsettling after experiencing the same lack of customer service at the waterpark. Employees at the waterpark eateries were not kind, and didn't want to find the ** cups in the back to sell us, had attitudes when asked for condiments for the food and even forgot to give us part of our order. This was so unlike our first experience in Februaryof 2024. I called several times in September after being wrongfully charged on my bill. I had charges on my bill from the previous people that checked out of the room that my family and I was checked into. I spoke to numerous **** including front desk, ***** and a supervisor named Venice (who both told me a manager would call me about my concerns) but absolutely no one has returned my call. No one in management cared to follow up with me knowing about this glitch in their system with checkout. So I had to follow up each time on my own to ensure it was resolved, sometimes being left on hold for hours. I was told they were busy tending to guests. But when I was a guest, my room and experiences were NOT tended to.*** ***** emailed me one month after my stay. My concerns were not directly addressed and instead I was offered late checkout and breakfast as long as I paid full price to return. I asked follow up questions and another month later and no one has replied. Poconos location is taking the customers' money but no accountability. Asking me to spend more money to stay at the same resort is NOT a resolution.

    • Initial Complaint

      Date:11/02/2024

      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.
      After our stay we were charged $162.00 for 4 pool towels on a day that we didnt even notice visit the pool. When I called to advise of the error I was told a complaint would be filed but there was no timeframe for resolution. I waited 2 days and attempted again but received the same answer.

      Business Response

      Date: 11/21/2024

      Good afternoon,

      We have reviewed the information and the guest was refunded for the towel fee on 11/04/2024. We have reached out the guest via email to provide this information and sent an updated billing invoice.

       

      Warm regards,

      ******

    • Initial Complaint

      Date:10/31/2024

      Type:Sales and Advertising 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.
      Purchase three rooms for a two night's day. Went into the swimming area on october 30/24. The manager took my beer because it was in a glass bottle. Said I could have a couple other drinks. They didn't give us the drinks we wanted got them and and grabbed a can of beer also. Securety team came up to my room. Ask me if I took a beer, I told them. Yes, the manager said I could have a few drinks. He said that I was supposed to pay for that one and asked if I would, I said yes, and when I paid for it, then they kicked me out and said i'm not able to come back for the remainder of my stay for stealing. It was a misunderstanding and unproperly handled. Missing my kids birthdays

      Business Response

      Date: 11/02/2024

      Good morning, 

      We thank you for reaching out to Great Wolf Resort. Please note that we have reached out to the guest for additional information to further investigate. As soon as we receive the requested information, we will be sure to sent directly to management. 

    • Initial Complaint

      Date:10/30/2024

      Type:Service or Repair 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.
      I was there on a union conference and was over charged for security deposit and now they dont want to return the money and keep giving me to different departments without resolution its been two weeks now and they claim they sent $2.70 to my account I never received it and they still owe me $100

      Business Response

      Date: 11/02/2024

      Good morning, 

      We thank you for reaching out to Great Wolf Resort. Please be informed that we have reached out to the guest for additional information to further assist. We thank you for bringing this to our attention and we apologize for the delayed response. 

      Customer Answer

      Date: 11/13/2024

      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 not had any communication between me and great wolf lodge no one has contacted me and the amount is still pending in my account 

      Regards,

      ****** *****

    • Initial Complaint

      Date:10/29/2024

      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.
      Date transactions - 10/14/2024 Amount paid - $150 (room deposit) Great Wolf Lodge was suppose to return deposit in 7 to 10 business days (still no returned deposit) p I would like my deposit to be returned I've contacted them 3x and GWL stated that supervisor will give a call within a few hours. No calls yet

    • Initial Complaint

      Date:10/17/2024

      Type:Customer Service 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.
      10/16 i booked a hotel stay for a room including 2 adults to 4 children. after booking i went to book another room for the same date and noticed that the system updated my dates selected to a month ahead of time. i canceled the second transaction and went to my email once i received the confirmation to see that the hotel booked for the same date. i called tech support to rectify the glitch. while on hold i was able to reproduce the issue. i select the dates needed on the reservation page, proceed to enter in CC info and notice at the pay order screen the dates are NOT what i selected but exactly thirty days into the future. when attempting to reproduce a fourth time, the room became unavailable after the reservation manager confirmed that there are five available. when requested they due justice since i'm actively able to reproduce their issue online, the reservation manager tells me theres nothing he can do because it was made online and not in the hotel. then rudely responds to every question i have with is there anything else i can do he stated he provided a refund but i got no confirmation. i have 3 very upset mothers and 8 children whom are home for MEA weekend and all are crying and disappointed that the cant go. this is after spending multiple days there, in my entire life. im royally upset with the matter and i even offered to take a different room with same discount and his rebuttal was to pay $300 more for a lesser quality room. it was distasteful, rude and i deserved to have this taken care of and the manager was only concerned with getting me off the phone and making sales. my resolution is that i want two rooms that fit 2 adults and 4 children respectively or a suite that fits ten for what i paid for. they put me and my family through an issue they refuse to be accountable on. my son had a panic attack from learning of the situation and not going. i deserved a store credit equal to the two deluxe bunk bed rooms a-jointed like anticipated.

      Customer Answer

      Date: 10/17/2024

      my money has not been returned to me. i have not received any correspondence about a return either. 

      Business Response

      Date: 11/02/2024

      Good morning, 

      We thank you for reaching out to Great Wolf Resort. Please be informed that we have reached out to the guest regarding their concern. We appreciate you bringing this to our attention and we sincerely apologize for the delayed response. 

    • Initial Complaint

      Date:10/15/2024

      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 reserved a room for October the 12 checkout October 14th. I arrived and check in for 6 guest for my daughters 11th birthday ! I was the only person listed in the rsvp My daughters father arrived to come to the pool areas upon arrival he went to the desk to get a wrist band he was giving a wrist band with access to my room which should AJ we never happened he was not listed on the rsvp! No one Called me to ask if that was okay I went the front desk asked for a manager and the manager basically kept Sweeping it under the rug which was really triggering to me they dont know what the situation was between now if something serious would when happened to me then what would they be saying Ive been trying to call Cooperate for 3 days and have not received a call back O was offered free breakfast $100 And a free stay Which None of that took place And it really isnt enough

      Business Response

      Date: 11/02/2024

      Good morning, 

      We thank you for reaching out to Great Wolf Resort. Please be informed that we have sent over the guest concern directly to management to further assist. A member of the team will be reaching out to the guest regarding their concern. Thanks for bringing this to our attention and we apologize for the delayed response. 

    • Initial Complaint

      Date:10/15/2024

      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.
      We booked two nights (a large group- 3 rooms) months ago to stay this Friday October 18 through Sunday October 20th. We were advised today that 80 percent of the waterpark that is geared toward our children (all small children under the age of 6) will be closed for renovations. Theyve offered as a concession free use of ropes course and mini golf which are also not age appropriate for our children. No one has responded to my calls or inquiries about consideration for the massive fees we have paid for a service they are not going to be able to provide due to their renovations. If they cannot provide a waterpark as advertised they should not be open during renovations.

      Business Response

      Date: 11/02/2024

      Good morning, 

      We thank you for reaching out to Great Wolf Resort. Please accept our sincere apologies for the delayed response. We have reached out to guest for additional information to further assist with their concern. As soon as we receive the requested information, we will be sure to forward to management to further assist. 

       

    • Initial Complaint

      Date:10/15/2024

      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.
      Had a booking at the Great Wolf Lodge in ****** ** for October. 25. All of west coast and central ******* was severely damaged from Hurricane ****** and there is no gas anywhere. Company is charging customers cancellation fees despite this being a federally declared natural disaster. Company charged me $50 for cancellation despite me being impacted by the hurricane

      Business Response

      Date: 11/02/2024

      Good morning, 

      We thank you for reaching out to Great Wolf Resort. Please be informed that we have reached out to the guest regarding their concern. We appreciate your bringing this to our attention and we apologize for the delayed response. 

    • Initial Complaint

      Date:10/15/2024

      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.
      I reserved 2 day passes for Great Wolf Lodge online via the great wolf lodge website for Saturday October 12, 2024. I paid $60 per pass in which was a promotional price for the day. Total price paid including fees was $139.79. I prepaid for my passes in full prior to arriving to the Resort. On the day of checking in I was blindsided by an incidental fee of $50 that I had to pay in full prior to receiving my passes. This fee was not listed on my reservation confirmation and this was not charged during past visits to Great Wolf lodge. I am frustrated that Great Wolf lodge could not explain to me why I was being charged this fee when I only had day passes and not a room. I chatted with great wolf lodge using the app the day of my passes to get a better understanding of this fee and when I would receive my money back. I was advised that the fees were listed under their terms and conditions but upon my thorough review of their terms incidental fees are only mentioned for guest who book a room. I do not understand the purpose of this fee and to hold my funds for 5-10 days this is unacceptable. I was unable to enjoy my visit because of this incident regarding this fee. Great Wolf lodge has a responsibility to its customers to ensure all fees are listed upfront and in advance prior to customers arriving. I need to understand what this fee was for because it appears they are holding funds for no reason for customers who are only in the facility on the day of their passes. I had to pay additional fees for parking as well but I was aware of the $15 parking fee. I would like my funds released as soon as possible and consumers need to be made aware of this fee prior to buying day passes.

      Business Response

      Date: 11/02/2024

      Good morning,

      We thank you for reaching out to Great Wolf Resort. Please note that we have sent over the guest concern directly to management and a member of the team will be reaching out. We appreciate your bringing this to our attention and we apologize for the delayed response. 

       

       

      Customer Answer

      Date: 11/04/2024

      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 only received a generate message from Great Wolf Lodge. Nothing detailing why I have not received my money back and/or when I can expect this payment to clear. It has now been 26 days that this fee is still showing pending on my payment card. Great Wolf lodge has not attempted to resolve this matter. I only want my money back for this fee I had no idea that I would be charged. 

      Regards,

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

    Great Wolf Lodge is NOT a BBB Accredited Business.

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