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 has 22 locations, listed below.

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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

  1 Great Wolf Dr Scotrun, PA 18355-9000

• 

  Great Wolf Lodge

  549 E Rochambeau Dr Williamsburg, VA 23188

• 

  Great Wolf Lodge

  10401 Cabela Dr Kansas City, KS 66111

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:07/25/2024

  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.

  Hotel reservation 6/14/24 to 6/16/24.I had asked the front desk to add my brother for only one night but they charged fees for 2 nights. I would like refund for the extra night that was charged. 6/19/24 I called the Great wolf lodge central line and they gave me a case # ********. They said someone will call me back in 2 days. No one called. I waited another week and then called back. Central reservations said that I need to speak to front desk of Manteca site. They tried to transfer me several times and were unsuccessful so they said they will re-do the case and have it escalated. No one called back. I called again and they tried several times to transfer my case to the front desk. No one picked up at the *************** I had asked to speak to Manager. They took my phone # and said someone will call back shortly. No one called back. I had made another complaint on line and even left a message with the virtual assistant. Still no one called back.So I'm seeking a refund for:Additional person: $100 City tax occupancy for additional person: $12 Tourism assessment: 0.20 Total of $112.20

• Initial Complaint

  Date:07/25/2024

  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.

  My stay was 7/21-7/22 During my stay I had to go to the Front desk numerous times. It wasn't until the 3rd time they told me I could go to the inhouse team. In total I had waited for over 1 and a half hours in line to talk to someone about the same issues.At the time of my stay there was another guest who had the same last name as me. They checked in hours after me and ****** sent them my room number. which is very concerning as I had small children with me. Then This other family went to different restaurants and the market which included Barnyard, pizza place and the market. In these locations the staff gave out my personal information and were gonna allow them to charge their food to my room. I was assured the first time I found out this happened that they wouldn't be allowed to and no one would give out my information. Then it happened 6 more times along with the option for them to charge my room that was day 1. Day 2 it happened another 3-4 times. We had gotten the wolf passes for my kids. Wanted them to experience all the fun. Unfortunately, your waterpark wasn't autistic friendly. There was nowhere that smaller kids could be that wanted to enjoy the water without being overcrowded and too much for them to handle.As well as we were too worried/concerned about someone being able to access our room and our money.This safety concern was too much for us to manage along with our kids trying to have fun. As much as we wanted to love and enjoy what you had to offer we weren't able to. We weren't able to enjoy just being there not knowing if we were gonna end up paying for another family's purchases. Everyone I had spoken to told me a supervisor would contact me while I was there (no one did) then I was told someone would call and no one did. Then I called customer service and was told someone would reach out and no one did. On 7/24 I had to call numerous times before I could reach a person after being hung up on told o email. I emailed and no response or call.

• Initial Complaint

  Date:07/24/2024

  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.

  My husband and I booked a room at the Great Wolf Lodge for family members that were coming to ********* from out of state. We booked a room online for Saturday July 20th, and Sunday July 21st. For a total of 2 night for 2 adults and 4 kids. We were instructed by the staff at Great Wolf that we needed to go online and fill out a form since we were not the once occupying the room. We read and filled out the contract on their website. We were given the total dollar amount that would be charged as $1,426.29. The contract also stated "I agree to cover the following categories of charges" listed was the room charge and the $300.00 "food and fun" package we purchased for them. Both totaled $1,426.29. The form also stated "by signing below you agree to have the hotel charge your credit card up to the maximum amount indicated above" and above was indicated "$1,426.29". The family members stayed the two days, and after the second day they chose to stay an additional day. The Great Wolf Lodge had them check out of the room and re-checked back using their own card (reservation #********). My husbands credit card was charged a total of $2,788.81. I have attempted to talk to Great Wolf multiple times, the only information I was given was that the family member owed $886.89 for the extra night and the other charges was because they charged extras to the room. Stated they attempted to charge their card but the transactions were declined, so they charge my husbands card instead, insisting that because the room was rented to "a family member" that we are liable for their charges. Attached is the original contract my husband signed, our reservation, and the other reservation that my was charged for.

• Initial Complaint

  Date:07/22/2024

  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.

  Great Wolf Lodge-Scotrun, Pa ***** Date: June *****, 2024 Reservation # ********** Over charged $ ****** Received a Ticket resolution # ******** on July 8th or 9th when I informed Great Wolf of the overcharge amount. I was informed that with in 24 to 48 hours someone would reach out to me either by email or phone. It is now beginning of week 3 and still I have not received any response from the Great Wolf Lodge. I twice a week phoned Great Wolf to seek the status of a resolution. I only get their Reservation call center. Each time I call, they transfer me to Great Wolf Lodge in *******, ** who either failed to answer the call and I am transferred back to the reservation call center. Or they answered the phone put me on hold and the call will drop.

• Initial Complaint

  Date:07/20/2024

  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 reserved a room at the ******************************** location at a discounted rate on June 10, 2024 where we checked in on June 26, 2024 and checked out June 27, 2024. The discounted rate for the room was $262. The final cost was quoted as $329.17. I had put a deposit of $29.17 down and was told to bring the gift card I was paying the $300 balance with me and give it to the clerk upon check in, which I did. I called again prior to our reservation that we wanted to add another person and asked what the additional cost would be. I was told there would be none since the room we booked was not at capacity. After checking in I noticed a $100 holding fee that I was made aware of but then another $300 fee that I was charged from my card on file. I asked about it upon checking out and was told that it was a hold in case the gift card did not go through and it would be returned to me. I waited patiently for several days for it to disappear but noticed a charge of $737.01 on my card on July 2nd. I called that day and I explained that I noticed an overcharge of the room rate on my invoice. I was told a ticket was made and someone would contact me within 72 business hours. I waited until Monday July 7th to call back because of the holiday. I was then told the ticket was closed out and a new ticket was opened. I called to check on the status of the new ticket on July 13th because I still hadnt heard back and was told the second ticket was also just closed but someone would contact me via email by July 17th. I have continued to call and email the location and no one has contacted me to resolve the issue. I continue to get transferred around to different people who all tell me that they dont have the ability to help me and transfer me to another person. I just keep going around in circles with no attempt at contact from the business. I was overcharged $330 for my room and it seems like they are trying to wear me down so I give up. Please help

• Initial Complaint

  Date:07/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 6/26/2024 I purchased 3 groupons that would allow for me and my family to visit the park for the day only on 7/4/2024 - we were not planning to stay for. In order to use the groupon, the instruction stated I needed to contact Great Wolf Lodge to inform of my visit prior to my arrival on 7/4/2024. After purchasing the groupons, I immediately called Great Wolf Lodge to inform I would be visiting 7/4/2024. **************** set up our visit and instructed me to provide a credit card for the $9.99 amenity fee to be charged the day of our visit. On 7/1/2024, my card was charged $9.99 which seemed ok because our upcoming visit was on 7/4/2024. After we visited, I noticed another charge of $12.99 from the Great Wolf Lodge. I checked my email and saw that I received a receipt showing this charge was due to the amenity fee and taxes from the 7/4/2024 visit. I contacted Great Wolf Lodge and spoke in great length about the error; however, they came to be unable to find the duplicate charge. I was informed by a lady who I can't remember name but email address is ************************************* that she was turning the matter over to the director for resolution but I have not heard back after following up twice.This is a small amount of money but it is a error on Great Wolf Lodge end. I have spent over 10 years visiting and I can't believe that just would not simply return $9.99 without all of this. This is not worth my time or the BBBs but it comes down to principle. I simply want the $9.99 that was wrongfully debited from my account returned.

  Business Response

  Date: 08/01/2024

  We have forwarded this to our team in ************, **, for review.

• Initial Complaint

  Date:07/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Good Morning,My family and I visited Great wolf lodge pocono location July 11th-July 13th. Upon check-in I provided a $250 giftcard that has still not been taken off my bill. And a $50&$40 gift certificate which those were applied. I have emailed/called and been transferred back and forth since Monday and no one seems to be of any help. This is getting ridiculous already!! Spoke with someone yesterday and was told to email a woman names ************ which I did and still no response. I also personally went to the front desk Saturday July 13th at check out to make sure this will be taken off and was told "It was in finance and they will not take anything off my credit card until it is applied." Since than they have drafted $717.43 and also a pending charge of $417.43 and $100. Which caused my bank account to go negative.They also charged me for towels in the amount of $79.50 which has since been refunded. This has been an absolute nightmare. My balance for my room at check in should be $360.06 so when adding everything we spent (food,activites,tax,parking) my balance should be a total of $592.98. With the ($250,$50,$40 gift card/certificates)My reservation number is ********. I truly dont know what to do at this point.

  Business Response

  Date: 08/01/2024

  The gift cards were applied to the reservation and a the amount was refunded. The towel fee charge has also been refunded.

• Initial Complaint

  Date:07/19/2024

  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 thought it would be a great idea to get my daughter and grandson a $200.00 gift card for Great wolf Lodge in *******, ** for Christmas. Turns out not so great. She checked in on July 3, 2024 and checked out July 4th 2024. They told her they would apply the gift card at checkout but they never did. Three weeks have gone by and we have called and emailed the company on numerous occasions to credit back the account for the gift card. Unfortunately they keep saying someone would get in touch to resolve the issue. If you call customer service they just say they can see the gift card but only a manager can credit the account. CREDIT THE ACCOUNT ALREADY!

• Initial Complaint

  Date:07/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We stayed Wednesday night July 17th Today July 19th I was charged an additional $96.08 for towels that we turned back in on Wednesday night between 7:50-7:55PM. The young man that gave us the towels and that was all there when we turned them back in have thumbs up after scanning wrist band. We had 6 towels and turned 6 back in This charge is in addition to a $100 deposit. We called, and was told it was going to be 72 hours before someone called back. This is ridiculous to have to wait, to have $196.08 refunded. So I called back and demanded to speak with someone now. They claimed they believed us that it was a system glitch, and to call back in 7 days..I shouldn't have to wait especially for the $96.08 that was not our fault

  Business Response

  Date: 07/23/2024

  Hello ****,

  We apologize for this inconvenience. We reviewed this and found that the towel fee was refunded on 7/20/24 and a new receipt was emailed to your email address on file. Please note that the refund may take 7 to ****************************** your account. Please feel free to contact us at ******************************************* if you need any further assistance.

  Kind regards,
  Nehemiah

• Initial Complaint

  Date:07/18/2024

  Type:Product 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.

  Good morning, i have called multiple times requesting a refund for $205.00 to Great Wolf Lodge in *********** for a stay on July 7th, 2024. I come to find out after the stay that there was water contamination that DHS is investigating. I have immune compromised children and if i was made aware of the situation, i would not have stayed and made the reservation. 5 days after the stay, my family and I got sick, not sure if it was due to the water or not. Regardless, i was not happy about the whole situation and called them a couple of times regarding my concern and requested for a refund. This was very concerning to me that they did not disclose the information at the time of reservation or when I checked in. When i called again today, i was told that my case of ******** was closed and no reason was given. When I asked, they were not sure why it was closed. The representative re-opened a second case for another charge that i saw for $110.52. After she finished with the second case, i asked to be transferred to the Lodge in *********** to figure out the new charge. I talked to a staff member there, explained the whole situation, he placed me on a long hold to get a manager. Which never came on the phone, but he did and told me that the aquatics team is the one that deals with my type of the situation. That is what they already told me before. He transferred me to the Aquatics manager, which the voicemail was full and i couldn't leave a message about my concern. This was an aquatics manager, i cannot understand why a voicemail would be full and unable to receive a call back. I was able to resolve the $110.52 charge today, but still no response on the refund of $205.05. This is absolutely unprofessional to get a run around and not being able to get this resolved or even addressed. Two cases number below that the Great Wolf Lodge representative created. Case ******** Case ********

  Business Response

  Date: 07/22/2024

  Good afternoon, 

  We thank you for reaching out to Great Wolf Resort. Thanks for bringing this to our attention and we're sorry to hear about the guest experienced. We apologize for any inconvenience this may have caused as this is certainly not the level of service we would like to provide. We have forwarded the guest concern directly to management and a member of the team will be reaching out to the guest. 

  Customer Answer

  Date: 07/22/2024

  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.
  

  I been trying to get a manager to resolve my complaint since the week of July 8th. We're are almost at the end of July and still haven't heard from the management team. 
  
  Regards,
  
  *************************

  Business Response

  Date: 07/29/2024

  Good afternoon, 

  We thank you for reaching out to Great Wolf Resort. Please be informed that we have addressed the guest concern directly to management and a member of the team will be reaching out to the guest. 

  Customer Answer

  Date: 07/31/2024

  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.
  
  [I still havent heard back from anyone from the leadership team from GreatWolf.]
  
  Regards,
  
  *************************