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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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Great Wolf Lodge has 26 locations, listed below.

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    Customer Complaints Summary

    • 466 total complaints in the last 3 years.
    • 195 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:09/25/2024

      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.
      Date: checked in 8/8/24 and checked out 8/10/24.Amount owed to me: $81.14 My family and I (4 people total) went to the lodge for the first time ever in August. We had a great time and truly enjoyed the place. I was looking forward to taking my family back but this whole ordeal has really disappointed me. About 1 week after we left I checked an email I received which indicated my invoice overall and noticed that it indicated I had overpaid and had a credit in the amount of $81.14, in addition I noticed that I had been charged for a non-returned towel fee of $65.31 on the date of 8/11/24 which didn't make sense given we checked out on 8/10/24 and returned all towels. I contacted the lodge and after 4 phone calls and 3-4 emails to follow-up on this issue I finally received an email back on 9/4/24 indicating that they had processed my refund of $65.31 for the towels. On 9/4/24 I responded back to them indicating thanks but that they still owed me the $81.14. In total I've called them well over 6 times and emailed over 6-7 times and I have yet to received my money back. I've attached a transcript of the most recent emails in regards to the outstanding $81.14 that is owed to me of which I have been told they have expedited my request multiple times but nothing has been done. Very disappointing.

    • Initial Complaint

      Date:09/19/2024

      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 made a reservation with a deposit of $715. The room was only $624. I was then charged twice for parking (an extra $15. The lodge owes me a refund of $106 that I was told I would get back. It has been almost a month with no refund and everytime I try to call customer service no one picks up the phone or they transfer me to a line that no one answers.

    • Initial Complaint

      Date:09/19/2024

      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 July 13, 2024 we stayed one night at this Great Wolf Lodge location. I purchased a $50 dining credit. On July 14, 2024, I attempted to use all of the dining credit but the amounts charged were to my credit card and were not deducted from the prepaid dining credit. I reached out the customer service both by online message and phone call to try to get it straightened out and was told I would be contacted. No one ever contacted me. I would like a refund to my credit card.

    • Initial Complaint

      Date:09/18/2024

      Type:Sales and Advertising 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.
      Stayed at this location from 9/12/2024 to 9/14/2024. Linen had blood stained on it, myself and my daughter were bit by bed bugs, I got it really bad. The location had the aquatic assistant manager call me and took information and then I never heard another word back.

    • Initial Complaint

      Date:09/16/2024

      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.
      On June 12, 2024, My wife and I booked a stay with Great Wolf Lodge-***********-** via Groupon for September 2-4, 2024. We paid Groupon for the stay. After booking the stay through Groupon, we reviewed the Great Wolf Lodge website and observed activities we wanted to do for our children and contacted the hotel. On June 12, 2024 we spoke with Great Wolf Lodge employees and pre-paid for three Wolf Passes for our children totaling $299.94 +$9.00 Sales Tax. We also prepaid a dining package for $170 for a total pre-payment of $478.94. We completed our stay at the Great Wolf Lodge on September 4, 2024 and left the hotel, we were then sent an itemized statement showing our charges. Unfortunately, this statement showed the same three charges: Wolf Pass ($299.94), Tax ($9.00), and Dining Package ($170) amounting to another $478.94 that we had already paid in June. We called the hotel and opened a dispute, and they responded saying we were not double charged. We have attempted to resolve this with the hotel via 9 separate phone contacts. However, each time they say there is a new system and they cannot see prior charges. Ultimately, they said they do not show us pre-paying the $478.94. We have provided Great Wolf Lodge with a copy of our credit card charge from June 12, 2024 to show the additional charge. And we have never been to Great Wolf Lodge between the booking date of June 12 and our actual stay from September 2-4, 2024. At this point we do not know what to do as they still have an additional $478.94 that they should not have and need to refund to us.

    • Initial Complaint

      Date:09/14/2024

      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 were guests at the great wolf lodge in ********* dells September 6-8th. At the end of our stay, I was taking the sheets off the bed as a courtesy to pile all the linens up. I noticed a large urine stain in the mattress pad. It was not from us. There is also no mattress cover on the bed. We received a partial refund. Upon returning home, the next day my son became very ill. We did a telehealth appointment as well as a visit with his Pediatrician and he was confirmed to have ****************************. He is 11 years old and not in any daycare or childcare programs. He missed three days of school and I have lost wages due to this. I am greatly concerned about the cleanliness of this hotel, as well as the hardship it has caused our family. I am requesting the remaining refund as well as restitution.

    • Initial Complaint

      Date:09/13/2024

      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 Poconos property on August 31, 2024 and left September 1, 2024.I was over charged $262.40. I called the property multiple times, and go the run around. I went from one place to the next.I need my money back please.

    • Initial Complaint

      Date:09/11/2024

      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.
      Subject: Request for ************************************************ Issue Dear ************************ am writing to request your assistance with an issue involving Great Wolf Lodge. Below is a summary of the situation:1. **Initial Incident:** During our stay, we encountered several significant issues:- **Safety Concern:** The bathtub in our room was dangerously slippery, leading to my daughter injuring herself. This safety risk was particularly concerning given that the accommodation is intended for families with children.- **Other Issues:** Additional problems included visible mold, non-functioning blinds, poor room layout, and outdated room features. The room was priced at nearly $400 per night, making these issues especially disappointing.2. **Follow-Up Communication:** In response to my concerns, Great Wolf Lodge offered a complimentary night stay. We declined this offer as we will not be in the *****, ** area. I then requested a discount on our room rate and followed up twice via email. Unfortunately, I have received no response or acknowledgment from them.3. **Request for Refund:** Given the serious safety concern involving my daughter and the other unresolved issues, I am requesting a refund for the amount previously discussed in my initial communication.I hope the Better Business Bureau can assist in resolving this matter and ensure that Great Wolf Lodge addresses this issue appropriately.Thank you for your attention to this matter.Sincerely,**** ******* ********

    • Initial Complaint

      Date:09/09/2024

      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.
      Charge made to room for alcoholic drink that no one in our family order. During our stay, I wasted time on 'chat function' to be told that hotel would message me about 'case'. Found thumb tack in my 5 year old son's bed. Waited in line to speak with front desk staff, only to be told to go find housekeeping on my own floor, again wasting our family time to deal with an issue. Complained of ongoing fire alarm at bedtime in room across hall - did not ever get reply/follow up. My 2 teens dealt with ongoing harassment from a lifeguard who repeatedly pushed my daughter backwards down the slide, despite being clearly told our son wanted to go backwards. This culminated in him eventually moving across the tube afterwards, injuring her foot. The same lifeguard sent myself a the teens down the slide, attempting the same 'do you want to go backwards' garbage - I was tossed out of the slide while inside, and knocked unconscious. My teen son pulled me up and back onto the tube while I came to. I suffered a concussion and have ongoing headaches since our return home. I wrote to the hotel to address ALL the outstanding issues, and received a "thanks for your stay and your message' with no acknowledgement of the extra charges billed to our room, the tack in my son's bed, the lost family time spent waiting in lines to 'address' issues with no results, the incessant disturbance and disruption caused by the fire alarm nor the injuries sustained by both my daughter and myself.

    • Initial Complaint

      Date:09/08/2024

      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 checked in to great wolf Lodge for the first time with my kids and his friends for his birthday. I will never book this place again its an over priced water country ***! You cant check in till 4pm the Bear is already gone! My kids were bored ! They went to water park the wave pool was not on, the surf board part was focused but not what it seemed to be I thought my oldest son didnt see it but he said it was a part mostly for preschool kids. I went to take a picture on the stand the young lady told me No she was using it . I said well I paid to stay here and we are about to leave I told my kids stand on the stage and she proceeded to tell them dont break the speakers they didnt touch the speakers while the other young lady waving fir him to move ! Laser tag took way too long for 5 mins and to run in a circle while people are standing in your way inside so my kids cant run! People were going in front of us because I went in was told we were number 3 he went in told number 4 when we already was waiting over 40 mins To say this was a great birthday I would be lying! The games in the arcade took my money on some games and could not find anyone to help me but when I checked out they were all standing outside my door 2 hours before it was time,

    Great Wolf Lodge is NOT a BBB Accredited Business.

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