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

  PO Box 50 Wisc Dells, WI 53965-0050

• 

  Great Wolf Lodge

  2501 Great Wolf Drive Mason, OH 45040

• 

  Great Wolf Lodge New England, LLC

  150 Great Wolf Dr Fitchburg, MA 01420

• 

  Great Wolf Resorts, Inc.

  4600 Milan Rd Sandusky, OH 44870

• 

  Great Wolf Lodge

  549 E Rochambeau Dr Williamsburg, VA 23188

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:10/14/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 in the Poconos from Monday October 21 - 24. In doing so I received 2 confirmations from Great Wolf. The first at the time of booking which clearly shows the dining package included and after my deposit it shows my total as $412.44, deposit paid $156.95, and remaining balance as $255.49. The second confirmation I received after adding the birthday package show my total as $476.03, deposit paid $156.95 and remaining balance as $319.08. As my stay was coming up I decided to log onto the Great Wolf site and check my reservation only to find out my trip total was $810.70 nearly twice as much as listed on the confirmations I received. None of the confirmations received showed a total of $810.70. I reached out to Great Wolf on this and their only response was the rate of $810.70 was correct but nobody has yet to tell me why the confirmations I received said something different. If my true package total was $810.70 no problem but my confirmation should have reflected as much which it did not. The last representative I spoke with said and I quote "package totals are not added until checking". This is clearly a lie because when I added the birthday package to my original booking my total was adjusted up to reflect this addition. After many back and forths with Great Wolf I decided just cancel my reservation. However, of the $156.95 deposit paid I was told I would only get $56.95 back because the cancellation was too the upcoming stay even though this is clearly their error and I wasted sever days going back and forth with them on this. I would like the $100 from my deposit returned and a simple acknowledgment of their error.

• Initial Complaint

  Date:10/11/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  October 5th 2024 removed from hotel in the middle of the night after submitting complaints of someone harassing my family including traumatizing my 8 year old blind son.

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On October 5th I checked into the resort for a one night stay. I alerted the lady I paid through Groupon, she said okay and showed me the different packages for my kids to be able to play unlimited. I chose the adventure package. My card was swiped for that and that only. Everything was great so i thought, we played the activities. Went to the arcade later that night( not included) but we used cash for a card. I never swiped my card again after checkout. I checked out the next day prior to the 11am checkout time and then I got an invoice saying I owed 430$. 175 for the adventure package and 244 for eating at a restaurant. I called the resort immediately and the guy assured me if I didnt eat there it would fall off. I received another invoice later that night. Same thing. I called back to open a case. The next day my account was charged those fees after already being charged 175 again. My room was paid for in full when I arrived. We had dominos for dinner that night, its no way we ate at the restaurant. Its fraud and theft. Im being told they are investigating, its been a couple of days no answer, no resolution. I have two different case numbers and still nobody has reached out. Literally cameras everywhere in that place, how can this mistake happen? I want my money and answers

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have reservations at the Great Wolf Poconos locations 10/14.I have been trying to get answers from GW for weeks. I feel that they are stringing me along so that I am forced to spend money. Poor customer service needs to be addressed. I was seeking information on the height requirements for the water park and cancelation policies. I haven't been able to personally cancel my reservations since the poor customer service added two people to my reservation and inflated the costs even though she said that wouldn't happen.Exhibit 1:9/26 I completed the contact form on the website. I was seeking insight on the cancelation policy and the kids height requirements. Since booking, my little guy has gotten more adventurous and I was afraid he wouldnt be able to ride the big rides.9/29 I still had not heard from GW. Exhibit 2:9/29 I messaged with the chat feature on the website. Stating that my kid is *********************************************************************************** all attractions once they are accompanied by an adult Followed by Cancelation fees apply once you are more that 24 hours after bookingExhibit 2B From the website: Guests between 42 and 48 inches tall must be accompanied by a supervising companion SO if my kid is 38 inches, what the chat *** is staying is false. This reads as though if he is under 42, he can't ride the ride. The same goes with the cancelation policy.Exhibit 3 I emailed customer service 10/1 and messaged on ******** on 10/2. ******** did not ***ly until 10/5. Email ***lied on 10/3 to which I ***lied too, because they asked questions, and here we are on 10/7 and they havent ***********, due to slow and confusing customer service, I will be on the hook for higher cancelation fees. At this point, I am so frustrated and confused that I dont want to go at all. I thought this was a little kids water park - my 4 year old isn't tall enough for most of the rides.

• Initial Complaint

  Date:10/07/2024

  Type:Billing 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.

  My family booked one night at GWL on Tuesday, Aug 13, 2024.After waiting 45 minutes to check in, I provided my credit card to pay for my stay plus a credit for additional purchases.After checking in I was forced to wait another hour in line because our wristbands were not able to purchase food/drink inside the hotel. I provided my credit card to the front desk a second time. I submitted feedback regarding inefficient use of my time and losing quality time to spend with my family in the park.While at the hotel, we charged food/drink to our room. Which is a standard practice.After checking out. I received a text that said I had an outstanding balance.I responded to the text immediately asking for a way to submit payment online. A link was sent that did not work on a mobile device.I asked them to charge my card that they have on file from check-in. They declined to do so.I have since had numerous interactions via text and email with GWL asking for a secure way to pay my balance, but they only send me invoices with no payment options, or told me to send my credit card information insecurely over email.GWL send me a phone number to call. I called the number multiple times and got an automates message that the number was not accepting calls.GWL did finally send me a link, but it was to a digital document which required that I submit my credit card information along with a photo of my drivers license and other personal information which is not secure.GWL has since threatened to send my outstanding balance to bill ************* most recent email has asked them to negate the balance as I have tried to pay and they should have charged my card which was swiped on site, and they since have not provided a secure payment option. I have not received a response since.I have promptly responded to all inquiries regarding this outstanding balance. I am seeking for the outstanding balance to be zeroed out due to their failure to provide a secure means of payment.

  Business Response

  Date: 11/02/2024

  Good afternoon, 

  We thank you for reaching out to Great Wolf Resort. Please be informed that we have sent 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: 11/15/2024

  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.
  
  

  One month after submitting my complaint, the business did reach out to me as they noted in their response. However their outreach to me did not in any way address my concern of their lack of providing a modern secure payment method for me to pay my outstanding balance. They incorrectly framed my concern as not knowing the outstanding balance, and then said that they directed their concern to management and stated that someone else would be reaching out to me, however I have received no further messages from them.

   

  Not only is this issue not addressed, it appears that it is not even understood by the business.

   

  Screenshots of correspondence are attached.

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

• Initial Complaint

  Date:10/07/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Before full this I contact the resort in Instagram and they said that I'm going to receive a call from the resort , I'm waiting for that call since May The check in was smoth and easy, once we got into our room we notice a strong bad odor in one of the room (we got a 2 rooms suite) we call front desk and they said they are going to send someone asap since we was not sure if that was gas smell , we want to go to the waterpark but need to stay in the room till someone come , after long time I went to get a person that was cleaning other rooms to se if she can tell what it is , she said is from the air conditioning so I call again front desk and they said someone is going to come , now we can smell from both rooms , we was waiting for almost a hour and 3 calls till someone come ...-we wait for almost 2 hours the lady said that she can clean with bleach to see if the smell go away but one of the kids is allergic to bleach so was not a option .they send tech and he confirm that was the air conditioner And we need to change room , I went down stairs but they said we will get a new room but there was not room available so we need to wait till is available and then change room , we have all our stuff in the old room , when we finally get a new room we have to leave the water park and go to the lobby to get a new key and change all our stuff , they don't even want to give the new key they want all us (8) to go to the front desk and give the old key to give the new one ( wristband) we suppose to be enjoying the water park not dealing with the room problem .There is no way that no one smell the room before we get in , you can smell from the outside of the room , the carpets was nasty in both of the room , the floor of the bathroom has stain all over. We visit the hotel before but now the hotel is going down hill , no one checking bag before the water park entry , people eating food and trash all over.We spend almost $800 for one night and we expect something better

• Initial Complaint

  Date:10/07/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 went to this suppose to great family resort and had the worst stay ever first off the arrive after 4p.m and room was not ready had to wait 40- to an hour before it was ready, then for this to be a new resort opened literally a week prior to my stay, my linen was dingy and the eateries inside was not prepared to serve customers waiting almost an hour at Dunkin and my order still wasnt correct, then someone got stuck in the elevator so now none of them was working but one with lines of people trying to get to there room, then the resort lost power and it was very hot for 3-4 hours, I have called and spoke with management at the resort with no resolution,,, I just want a refund for my stay and then my card was charged 63 Im no one can tell me what these charges are, terrible customer service and ********************** that open to soon and was not prepared

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On September 27th, My boyfriend and I went to the great wolf lodge. We have not been there before. Do you know how hard it is to get anyone to speak with you about your reservation? they do not speak english, you cannot get a manager etc. so we went. my boyfriend and i are both bigger people and we are adults. we wanted to use the water slides. I felt attacked when they were asking us about our weights and basically they told us we cannot do the slides because of our weight. NOBODY ever mentioned this before. I basically paid 333 dollars to ONLY be able to use the wave pool. We are adults. this is NOT okay

• Initial Complaint

  Date:10/01/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Date of transaction: 9/29 10:22pm PST Hello, I made this reservation on the date listed above, with a hassle free 24 hour cancellation policy. I called on 9/30 at 10:00am PST to inquire about the cancellation policy and was told I had until 11:22pm PST on 9/30 to cancel, great I still had time to decide if I should proceed with my reservation as my child and I were coming down with a cold. We took Covid tests and tested positive, and so I attempted to cancel at 9:01pm PST via their phone customer service and the automated response system advised me that their offices were closed. Great, I couldve been told this and not that I had until 11:22pm to cancel. I attempted to cancel via their app, and there was no option available. So then I attempted to cancel my reservation via their online portal, created an account and selected modify reservation and a notice states that my reservation is not eligible to cancel online even before the cancellation window. I expect to experience some issues with obtaining a full refund when I call tomorrow morning, however their system is not making it possible for me to cancel within 24 hours, as guaranteed in their fine print.

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In the sunmer I booked a reservation for June of 2025. Today, I went on the website to try to modify that reservation and it was telling me I had no reservation. I called the customer service number. They asked me to email them a copy of the reservation, which I did. They then told me I did not have a reservation that I needed to speak to another department after thirty minutes on the phone I was told I have no reservation.Maybe I should just try my callback tomorrow. I would like to know what happened to my paid reservation. I would like this fixed.