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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

    • 461 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:08/02/2024

      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. ****************************************************************************************************************************************************************

    • Initial Complaint

      Date:08/01/2024

      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 originally signed up for the Voyager program in 2022 and completed a two say stay. I was told once we were checked out in a few days I would see the points. I met the minimum requirements to earn points. Fast forward to 2023 when I booked our family 2 day stay again I did not see any points and called to inquire and was told that I didn't have a ************ reward account and I would need to again create one. Again this was done and I was told I would see points after my stay because it takes a few days. The representative verified that she saw the account and there should not be any problems going forward. So here we are again in 2024 with the same thing and I again created another account after being told I wasn't signed up for the ************ program. I explained that there must be a glitch in their system because this was impossible and I asked to speak with a supervisor and was disconnected and had to call back. I submitted an online contact form and a few days went by with no response. I finally received and email in June 2024 to indicate that they saw where I had created two different accounts but unfortunately they could not retro my points and since I had two accounts, one would be deleted and they would keep the most recently activated account that I created in June 2024. Each time they could see where I've booked a stay for my family since 2021 but the Voyager Program was not in place yet in ** until 2022. So basically I am being scammed and unable to rectify this problem. I've left numerous voice messages at your corporate office, with no response or return call. No one should have to go to the extreme at trying to reach someone to make things right. This is a family resort and it's not cheap to stay here. At least someone should care enough about your customer to call back and see how to make things right and resolve or even just try to attempt to make things right. You don't value your customers or their hard earned money. That's evident!!

      Customer Answer

      Date: 08/19/2024

      There were 3 prior visits to the ******** location:  I can not be for certain of the actual dates without calling my Amex card services for verification but the below are the dates for 2021, 2022, and 2023.

      Sept 8th and 10th 2021( 2 night stay)

      Sept. 18 and 20th 2022 ( 2 night stay)

      Sept. 21 and September 23 2023( 2 night stay).

    • Initial Complaint

      Date:07/31/2024

      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 never received my deposit back ,,they are claiming they used my deposit to pay for the charges on my credit card . I know for a fact that they did pay my other charges as they remain on my card . I have called them and my daughter in law has called them twice. The deposit is $219

    • Initial Complaint

      Date:07/28/2024

      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 purchased a Groupon for 2 day passes to Great Wild Lodge. Their policy requires you register your Groupon with them and put a credit card on file. I was specifically told nothing would be charged to my card because I had already paid in full through Groupon. I was given a confirmation number and told to show my Groupon upon arrival. Two days after our visit, the credit card I put on file was charged the full cost of two day passes. I tried disputing this with them and was given a claim number but weeks later they have not returned my call. I have the Groupon receipt and voucher as well as the confirmation of a $0 balance from the Great Wolf registration email. They double charged me - $120 via Groupon and $136.20 directly and will not refund their error.

    • Initial Complaint

      Date:07/28/2024

      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 checked in to the resort on Tuesday July 23 and checked out on 24th. I paid the parking charge on their new app through security which they have a QR code for on several big signs to make payment. They also charged me for parking on my room fee. They said they would refund it and have yet to do so. They also took $103.98 for incidentals which they said they would release the day that we checked out but it has yet to be released either. Also, they said it was $100 incidental charge and I was charged $103.98 which the first rep that I spoke with did not under the amount but the second rep claims it tax I have never been charged tax on an incidental hold, before, so I am not sure what it is. I need my $118.98 back. The first rep said they opened a claim and I would get a call back in 72 hours but that was 4 days ago, so I called back and the **** ******, was not professional and not helpful he kept me on hold for a very long time and would not get a supervisor when requested several times.

    • Initial Complaint

      Date:07/26/2024

      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 booked a room for one night on july 15 which was for 348 dollars the day of arrival on july 24 i paid ***** for parking which they charged me twice. day of leaving july 25 i noticed a charge for ****** went to front desk she said i was accidentally charged and i would get my money back after that i leave and was charge another TWO more times for ******

    • Initial Complaint

      Date:07/26/2024

      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 have uploaded the bill. I am charged ***** for a birthday package and 3.62 for birthday tax and then I have another charge for the birthday package add-on package and birthday tax for *****. When I called Great Wolf Lodge to put in a claim they told me I was double charged and billing would have to take care of the refund. I have tried to contact billing. I was told I would be contacted within 72 hours of filing a claim. It has been 5 days. After calling back numerous times, I am told that billing is not available to keep calling back. I have called back 4 times and have been on hold for 45 min - 1 hr each time and Im unable to speak with someone in billing to resolve this issue.

    • Initial Complaint

      Date:07/26/2024

      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.
      My family stayed at Great Wolf Lodge in *********, ** from 7/8-7/10/24. A few days after I checked my bank statement and it showed a charge of $335.49. This amounts to the $200 security deposit and a separate $135.49 charge. My deposit was never refunded and I have no idea what the $135.49 charge is for. They can't / won't answer what I was charged for, it doesn't show up on my online folio, I've had 2 cases started that they haven't responded to at all and I've even left a message at their headquarters. They stole $335.49 from me with no explanation, I would like it refunded immediately.

    • Initial Complaint

      Date:07/26/2024

      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.
      On July 5th and 6th, my family and I stayed at Great Wolf Lodge, Mr. ******* I had reserved two rooms on July 2nd because we had family coming with us. We were assured that we woukd be charged for both rooms, but one room charge ***** be credited back to us as soon as our family member's credit card was charged. We double checked thus information when reservations were made, when we checked in, when the family member checked in, and when we checked out of our room. We were told to expect the charges to be reversed within 3-5 days. We are still waiting to be credited back said charges. We have contacted Great Wolf Lodge numerous times. Emailed them. Filled out online forms regarding this matter, but to no avail. We can't speak to anyone except people responsible for making new reservations. These individuals have tried forwarding our calls, but no one at the Mt. Pocono location will answer or talk to us. Currently, we are out almost $500... I have attached a screenshot of the receipt proving that Great Wolf Lodge acknowledges the refund.

    • Initial Complaint

      Date:07/25/2024

      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.
      Good afternoon,My name is *********************************, I want you to please explain to me why you are charging me this amount. According to my accounts, I only had to pay ***** and they charged me ******. I am very disappointed in the customer service. When we arrived, Mrs. ***** didn't even look at my face when she didcheckin on me and my family. She gave us a room that was occupied, we had to wait more than two hours and then another girl offered us free late check out for the waiting time. I hope it was not a scam and that is why they are charging more, very sad this time in my stay, I have been several times and I have never had this treatment.I need a quick response, I have chatted through the chat and they have not given me a response, I have spoken with ******* on the phone and he told me that I should wait 3 days, is it unfair not to have my money back. The amount in the app is correct but in my credit card the charge me more.Confirmation Number:39206549 July 01 to July 03, 2024

    Great Wolf Lodge is NOT a BBB Accredited Business.

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