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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:08/14/2024

      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.
      My children were gifted $200 in gift card to Great Wolf for Christmas. I called to make a reservation for June 18 for a total of 2 adults and 2 children. I had to provide the agent with the gift card numbers while making the reservation and was advised I had to bring them when I checked in on June 18, 2024. I paid the difference for the balance of $109 with my debit card. Upon arrival the *** did not appear to know how to redeem the gift card and took them to the back. I paid $15 for parking and went on about my day. The next day while checking my bank Great Wolf had debited the $200 from my checking account and no credit was given for the gift cards. I tried to contact someone at Great Wolf for 2 days unsuccessfully. I filed a dispute with my bank which they honored temporarily. Yesterday 8/13 my account was debited $400 by Great Wolf! My bank is unable to assist and I still cant reach a member of accounting or management for assistance. At his point I have paid $509 for a $309 reservation and $200 of that should have been covers with the gift cards.

    • Initial Complaint

      Date:08/13/2024

      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.
      8/11/2024 prior to going to the hotel I added a package online for a deluxe cabana for 8/11 abd 8/12. When purchased via the app, the regular cabana was priced at $150.00 and the deluxe was priced at 300 for 8/11 and 350 for 8/12. These prices excluded taxes only. On 8/11 I recieved the cabana, tumblers, food, and drinks as advertised but was charged ****** and was told 350 was the base cabana price and everything else was an add on. The front desk adjusted it down to 300 the morning of 8/12. I spoke to the cabana manager and a guest service *** on 8/12 and showed them the cost of the deluxe via their app and asked that I was charged that price for the day. Again they stated that it was the regular cabana price. I told them the reg cabana price online was $150 and the only reason we booked the deluxe was for the food and gift package. They refused to honor there online pricing and charges me $350 for the regular cabana without the food/ drink or gift package.

    • Initial Complaint

      Date:08/09/2024

      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 great wolf lodge on 7/31/2024 to 8/1/2024. I paid $123.00 for the night, but upon checking out I was charged a total of ******. There was a $39.99 ****** fee, a parking fee, resort fee, parking sales tax, along with other taxes. I made the reservation over the phone and was ONLY told that it was $123.00. I called upon chech out and spoke to customer service whom did nothing and then she transferred me to the escalation team whom only sent me the original invoice 10 days later. I've never received a refund of the parking, parking tax, or resort fee.

    • Initial Complaint

      Date:08/07/2024

      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.
      On Saturday August 3, 2024 I stayed at Great Wolf Lodge *********. When I arrived at Great Wolf I was informed that I had a remaining balance due of $72.88. When I checked out on Sunday August 4, 2024 I reviewed my receipt and began to look over my charges as well as my previous credit card statement to confirm how much I originally paid. I originally paid a total of $261.07 and was told by the company in their email confirmation to me that I owed a total of $53.11. When I called the lodge back later to ask why I was charged $72.88 the only explanation I was given was "I had a balance due." They did not elaborate more as to what the balance due was for. I have reached out to Great **** via email informing them that I was aware that I did owe $53.11 day of check in which was fine, but I wanted answers as to why it was I was charged $72.88, as that is $19.77 more than I was told that I would owe at check in. They have not returned any attempts that I have made for contact. I have given them a few days to return my correspondence. I made no changes to my reservation prior to and did not do anything to my reservation that should have changed the amount of money owed or due. I did make the other purchases that brought the total amount of my bill up. But those purchases I knew the amount at the time of purchase. And were made the day of my stay. There is nothing that I can see in their receipt to me that can show the $19.77 increase in my bill. I further confirmed that my credit card indeed was charged $261.07 prior to which I was aware would happen. The only description listed on the receipt for the overcharge was "advanced deposit."

    • Initial Complaint

      Date:08/07/2024

      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.
      Dear BBB,On December 12th of 2015, my in-laws gave my family and me a $200 gift card to Great Wolf Lodge. I placed it in a secure place under lock and key and did not use it. Over 5 years later, we contacted Great Wolf Lodge *********, ***** and they informed us that the card had a zero balance. I explained to them during many hours of phone calls with their customer service office in ****** and in ******** and several other places that it was impossible that the card was used. These customer service **** explained to me that their gift card system had been redone and that all the original gift cards had been reissued with new numbers and that, under that new card number, our $200 balance had been used. I explained to them that this was their error as we (my family) had never used our card! They informed me that there was nothing more they could do. With my original gift card in hand, I explained to Great Wolf Lodge that this seemed like someone stole $200 from me. No solution was offered. Please help if you can.*********************

    • Initial Complaint

      Date:08/07/2024

      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.
      very disappointed in the pool with the hoops because we where stepping on pieces of concrete that have broke lose after ending our night around 930we Came up to get showered and go to bed The floor between the two beds of our suite was soaking wet. We had to lay towels down to even walk on it because the housekeeping didnt take care of it we pull the sheets down to go to sleep, and there was pizza sauce all over the comforter when my son was playing with the curtains, there was food and God knows what else on the back of the curtain. The next morning I had went down and said something about our room. They had told me the manager was in a meeting and they would get back to me. they did end up, upgrading us even this I asked for some kind of refund because it was our last night and we check out this morning ,when got out of the ********** we went to shower and came to the elevators to go to the arcade and there was family that just came out and my son walked in and as he walked in and the doors closed and knocked him over and closed right on his head my husband and i and two other guest were appalled that happened I went straight to the front desk and asked for management and explained to my frustration with ****** he only offer 100 of my stay. I was already frustrated with everything that had happened, and that had just topped everything off our trip but I feel that is unacceptable refund after we talked about this on the way home today this entire trip for our room should of been refunded my son could of been hurt when I called again this morning and **** was vert rude and have he was pushed by a guest that was not rue

    • Initial Complaint

      Date:08/07/2024

      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 and I stayed at Great wolf Lodge from July 17th through the 21st. Upon arrival we did notice a few signs that said something about parking I just thought maybe they had a vallet service. I went to the front desk to check in and used the kiosk as I was asked to. The kiosk never mentioned anything about paying for parking simply had me check in and gave me my wristbands for the room/waterpark. We did have friends staying as well who had already been here for a day and speaking to them they said they had to pay $15/day for parking. I explain to them we were never told especially not before arriving. I wasnt told before reservation, in my emails or texts from them, or upon arrival. So my husband went to the front desk to find out. They told him it was corporate policy and there was nothing they could do about it. So he explained how we were never told and how it was very crooked. We tried to find a place to park for free at a nearby business but they told us we would be towed so we had no choice but to pay the $15/day to park. They did refund us for 2 days but since we were never told, I dont feel like we should have had to pay at all. They dont communicate it beforehand. My second complaint is my husband moved our vehicle a bit closer to our room and had it sitting there for 2 days as we never left the hotel. He went out to get something from the vehicle and walked up on a police officer writing him a ticket because while he was parked there they put up a no parking cone and never announced it. So we would have had to pay a ticket on top of the $15/day had he not walked out when he did. We already paid so much to stay here including fee after fee, parking should be free. Ive never heard of a business like this charging for parking. I would like a day of our reservation refunded to us as we had so many parking issues and were unfairly charged after not being notified before our arrival which is very crooked!

    • Initial Complaint

      Date:08/04/2024

      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.
      Purchased a dining credit, was told I had until I left the premises on 8/4 and now have over $100 in food charges on my debit card opposed to using the credit. No answer from front desk, end up in a endless automated que

    • Initial Complaint

      Date:08/03/2024

      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.
      On July 27, 2024, I received an email claiming to be from Xfinity saying that my service would be suspended soon and that they were unable to process my recent payment of $98.83. It said that that they needed me to make a one-time payment and if I did not do this within one day, my service would be suspended. The email clearly came from the address ****************************************** which appears to be linked to Great Wolf Resorts. Through my research, it appears that this company has several negative reviews claiming that they charge people fraudulent charges on their credit cards when they stay with them. I didn't click on any links in the email so they should not have received any money from me, but I'm hoping this scam can be put to an end and this shady company receive some sort of penalty and potentially legal action for this clearly criminal behavior.

    • Initial Complaint

      Date:08/02/2024

      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.
      The website has a promocode for $100 off on Greatwolf.com for ******* location but it shows misleading pricing. I tried to book a stay for Aug 8-Aug 9 and the price was $399 when I applied the promocode for $100 the price should be $299 but the price shows $379. ****************************************************************************************************************************************************************

    Great Wolf Lodge is NOT a BBB Accredited Business.

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