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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 22 locations, listed below.

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    Customer Complaints Summary

    • 466 total complaints in the last 3 years.
    • 196 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:09/06/2024

      Type:Service or Repair 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.
      I stayed at the ******* location from 8/25-8/26. Upon checking out I received a bill with details of my transactions. I realized that they charged me $63.60 for towels that were not returned to the water park but instead were left in the room because the kids did not know that they must return them to the water park. I see another charge of $55.66 and I do not know what this is for. I attempted to contact the merchant on 8/30 on numerous occasions and I was told that the number I was dialing was for reservations only. I was provided with the number of the Poconos location; with the number provided, I attempted to call the ******* location, but every time I called, I was redirected back to reservations because no one was available to answer the phone at the ******* location. I requested to speak to a supervisor, but I was told that the supervisor does not have access to my account as only the Poconos location has access to my reservation. I attempted to chat with someone online and then again, they told me that they did not have any have access to my account and they offered me to open a case. They provided me with a case number (*******) and assured me that someone would reach out to me within 72hrs via email. I did not receive any email and contacted them again on 9/4/24 to follow up. I spoke with a representative named *********; she attempted to transfer me to the ******* location, but once again no one answered the phone. I am frustrated and appalled by the response I am receiving from Great Wolf Lodge, (no response, which also translates to we do not care). This was my first time at the lodge, and it will be my last. I have travelled all over the world and I have never had such an experience. All I am asking is for someone to reach out to me to get clarification of the charges and to allow me to explain what happened. I also want a refund.

      Customer Answer

      Date: 09/13/2024

      Please close the following Complaint ID: ******** The merchant has refunded the desired amount. 



      Regards,

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

    • Initial Complaint

      Date:09/03/2024

      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 August 30, 2024 I checked into the Great Wolf Lodge with my husband and 3 grandkids. The first 2 nights were great. On Sunday, 9/1/2024 around 4:00 pm there was an incident at the pool. I was harassed, threated and followed with my grandkids from several rides. I approached a staff member and asked for security. Two people came over to ask my statement. ******** said give her a few minutes and she will get back to me, asked my room number and name which I gave. 2 hours went by with no word. We have been trapped in our room and hungry. Feeling unsafe we stayed put. Finally I sent my husband to the front desk then a few minutes later 2 other staff members came to our room. We explained again what had happened. Around 8:24 pm I get a phone call from front desk letting me know they do not know if the people had room reservations but said they think they left. What! That was it. Our last night completely ruined, kids hungry, unknown to them what happened as I wanted them to remain safe. I'm a victim here and was treated like oh well, no big deal. Unacceptable! I texted the customer assistant to ask for manager info and email. I emailed manager that evening and got some vague reply, basically brushing this off yet again. It has been 2 days and I am still tore up over it.

    • Initial Complaint

      Date:08/29/2024

      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.
      I stayed at this business on 8/14-8/16 2 nights and approved for a $100 a night hold for deposit. First they charged a $300 hold which was not the approved amount and when I called they said it take 5-7 days to return. I made a complaint with the property and have not heard from them. The money continues to be held 8/29 - 9 business days after checkout and still nothing from the business. No contact and charging more than approved and signed for does not make for good business. Paid $700 still holding $300 for deposit

    • Initial Complaint

      Date:08/26/2024

      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.
      I reserved a suite at Great Wolf Lodge in ********, **** on August 1st, 2024. I reserved the most expensive suite for one ************************ 20th, 2024 for the cost of $308.25. 3 hours before our 4pm check-in on August 20th, I received a phone call from the hotel that they wanted to downgrade our room because some of the premium suites were in need of maintenance. I asked to not be downgraded because my children were very excited for the room, but they still downgraded us. I was told I would receive a voucher for a free night in the premium suite and never did. I was never refunded the difference in cost between the rooms. I was told that the front desk was trying to contact another person with the same room who was checking in that day to see if they would accept the downgrade, then we could have the premium suite. I asked, so I was downgraded because I answered the phone and this other person didnt, and they get to have the room?. The front desk managers offered no help. I would like a refund of the $308.25 I paid, and do not care whether I receive a voucher for a free night stay.

    • Initial Complaint

      Date:08/23/2024

      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.
      Location: Great Wolf Lodge, ******** ** Dates: August *****, 2024 Walked in to the GWL Lagrange GA location public bathroom with my young son an hour after checking in. An employee had their phone set up on the counter where the sinks were. I saw him reach for it so I thought he put it up.When we went to wash our hands I saw he still had his phone out. My son was positioned at the urinal directly behind where his camera was pointed. I went to speak with a manager and was sent a security guard. Told him my story and told him I was considering calling the police. He called me an hour later left a vm and said they identified the employee and will speak with him. Not nearly good enough.Spoke with the manager, *************************, later the next day and he was completely unaware of the incident. He reached out later and said the employee was filming or watching a Tik Tok and everything was fine. Again, not taken seriously.After spending an inordinate amount of time dealing with this issue (as well as a few others-1. Toilet was left with unflushed upon arrival/poop in toilet 2. Toilet stopped flushing altogether 3.Man walked into room one hour prior to checkout despite me responding loudly to each of his 3 knocks) my wife and I requested a complete refund. We were initially given 15% off. Then, we were refunded one night and given a voucher for one free night in the future.After stating we were never coming back to GWL and a refund was minor compared to the awful experience; *********************** ghosted us. We let him know we hoped for a refund without having to resort to social media or corporate never received reply from him

    • Initial Complaint

      Date:08/21/2024

      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.
      My family went there on August 5th we were going to stay two nights when we got there we tried to check in using their kiosk and my daughter had it on her phone where she only owed $170 the kiosk automatically took $455 out of her bank account when we went to the front desk the guy behind the counter tried to offer us a free breakfast and my daughter went into having panic attacks because that was all the money she had I took her away from the desk and tried to calm her down my daughter is 7 months pregnant and did not need to be that upset I asked to talk to a manager and when the manager came out we tried to show him where we had already paid $460 some dollars and only owed $170 but he did not want to accept that he kept trying to justify why the machine took out $455 we fought with them for 2 hours while my family sat in the hot car we ended up leaving they did refund both the $460 and the $455 but I have been trying to reach out to them for compensation because we had to spend an additional $210 on motel rooms because it was too late to drive home and I told them that I also would like to be compensated for my gas for the 3-hour drive out there and to turn around and come home because we were pretty much turned away unless we paid that $455 I have tried to reach out to them they will not do anything as far as connecting me to the right people they keep transferring me from reservations to the central hub back and forth I have wrote them emails with no response one lady tried to call me and left a voicemail ***** from the billing department at that location asking me to call back I have tried to call back for a week now and they will not connect me to that department I keep getting transferred back and forth from reservations to Central to other people never connecting me to that department

    • Initial Complaint

      Date:08/20/2024

      Type:Billing 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 stay through groupon on 7/19/24 for a one day stay in a ** suite. We did not charge anything to the room, the woman at the desk asked if i wanted to set that up and i declined. Once we left the hotel, i continued to get charged a new transaction over the course of the next few days. 8/19 i was charged ***** on two occasions. One was labled as "in person" and the other was labled as "online, mail, phone) on 8/20 i was charged ***** which included a confirmation number - ***********.I could not figure out what these charges were, and when i called to complain and inquire about them, the woman i spoke to was friendly, but didnt offer any explainations, just that she would submit a complaint. I went online to check it out and saw that this is a regular occurance for this company, and it seems that they charge for things like "mini fridge use" and "towel return issues". We put my boyfriends insulin in the fridge, but aside from that it was not used. And each towl that we used was returned on our way out of the water park. I watched and ensured that each towel was counted and acknowledged before i left because they did advise that, if you did not return them, there would be a 10 dollar charge. I have never had a problem like this before, nor have I ever made a complaint with the BBB. At this point, after reading other complaints, im concerned they will continue to charge my bank card until it starts overdrafting my account.

    • Initial Complaint

      Date:08/19/2024

      Type:Billing 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 noticed a charge on my bank account ****** from ******************** that I did not make. We booked a reservation back in June of 2024, which was completed and paid in full, as the charges were taken out of our account at that time. I have contacted the company numerous times, filed a complaint, and have been trying to follow up on this large amount of unauthorized funds taken out of my account, and I have gotten bounced back and forth with absolutely zero resolution.

    • Initial Complaint

      Date:08/18/2024

      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.
      It was my daughter's 10th birthday this week, we had not been to the Great Wolf Lodge before, but decided to go there because our friends had visited the location in ** and loved it. I found a better price on Groupon right after I booked the ticket, I called the phone number on the email confirmation the price for the same room we booked was $169.83, and we paid $$322.10. I told the customer service I spoke with she said to let the hotel know and they would adjust the price and refund the difference to my credit card. When we went to the hotel, the girl who checked us in was new and very nice when I told her what I was told by the customer service told me over the phone and she asked another girl behind her, the girl didn't even look at the offer, didn't even listen to me just got very annoyed and said we don't d that prices change every minute we are not going to do that for every customer. It is stated on your website that you will match prices, I asked to speak to a manager politely and she just looked very annoyed, we waited but the manager was busy or they did not let her know, we just went to our room after waiting and no one came. The bed sheets had hair from previous people that stayed in and the bed sheets were not changed but because of the experience we just had earlier with customer service at the front desk I just dusted the bed sheets myself. When we went to the buffet later that day we all had stomach issues later. This was supposed to be my daughter's birthday trip and we had a very horrible experience. I wanted to leave at that moment after we all felt sick after the dinner at the buffet but my daughter really wanted to use the pools the next day it was her promised birthday trip that she had looked forward to for a long time. I would like to be reimbursed back to my credit card for the difference in the price match guarantee and for the meal for the buffet, please. I would visit other locations in the future but not this one.

    • Initial Complaint

      Date:08/16/2024

      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.
      I was charged $500 for an upgrade that I did not receive or request. My stay was from 7/22/24 to 7/24/24. I chatted with ****** regarding the above and she sent me an updated receipt with the $500 removed and said I should receive a refund. It has been almost a month and I have not received my refund.

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