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:07/18/2024

  Type:Product 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.

  I made a reservation to stay at the lodge then I had to change my reservation. I was charged an additional fee to make the change to my reservation. Now I would like to council my reservation the representative said if I council my reservation I cant receive a refund but I am within the 24 hour term and or policy.

  Business Response

  Date: 07/20/2024

  Good morning, 

  Thanks for reaching out to Great Wolf Resort and we're sorry to hear about the guest experience. Please note that we have reached out to the guest to address her concern regarding her reservation that was canceled. 

• Initial Complaint

  Date:07/18/2024

  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.

  I went to Great Wolf Lodge in ****** a couple of weeks ago, and it was quite disappointing. For one, we did not get the room that we requested online, so I literally had to wait for hours for them to have one open. I missed out on being with my family at the waterpark. Secondly, a lot of the attractions, like the wave pool, were not working at the time. It is not often that I take time off to take my family to trips like this, but when I do, I hope to make the most of it. That was quite difficult this time around. I have attached relevant documents and would really appreciate some type of refund.

  Business Response

  Date: 08/01/2024

  Good afternoon.

   

  We received information from our lodge that the issue has been resolved and the guest is happy with the refund provided.

   

  Thanks,

  ******

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair 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.

  We spent two nights at the lodge and they were very quick to take money but now it has been over 2 weeks since checkout and I haven't received my $317 refund they over charged me for. When you call you just get told they have to make a case and it can take weeks for them to resolve. For them overcharging me. This makes me never want to return again!

  Business Response

  Date: 07/26/2024

  Good afternoon,

  Thank you for reaching out to us and bringing this to our attention. We have forwarded the guest's complaint to the lodge. The lodge will reach out to the guest with further assistance.

  Customer Answer

  Date: 08/05/2024

  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.
  
  It has now been a month and no one has contacted me and I still have not received my refund. This is bordering on criminal. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:07/17/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  They charged me incorrectly, sending me two different invoice. One invoice indicates that I was charged for breakfast, while the other shows charges for both breakfast and pizza. My bank statement reflects a total deduction of $533.41. And I had purchased the food package, which should cover all these items. I have tried to contact Great Wolf's customer service multiple times. They told me that they had opened a case and that someone would follow up with me, but several weeks have passed and no one has contacted me. When I contacted their customer service again, they said my case had already been closed. I am very dissatisfied with their attitude.

  Business Response

  Date: 07/18/2024

  Good evening,

  Thank you for bringing this to our attention. The lodge has refunded the overcharges and contacted the guest.

  Customer Answer

  Date: 07/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:07/16/2024

  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.

  I went to Great Wolf Lodge on 7/15/24. At the end of the day when it was time for bed I pulled down the covers to find what looked like a pee stain on one bed, also had crumbs in the bed. The other bed had bugs in it. I called the front desk and she offered to change the sheets. I said I didn't feel comfortable. She offered to change the room but I told her again I didn't feel comfortable. She then offered to refund my nights stay and said she was adjusting the account. I assumed she was doing what she said. I left and went and stayed at a *********** down the street. Today 7/16 of course I was billed for the stay no adjustment. I called and no notes were taken of the conversation and the manager (I think *****) was not helpful at all and his tone was not appreciated. I told him I could bring my receipt showing I paid money for another hotel and pictures but that wasn't good enough. Why would I book another hotel if I already paid to stay at Great Wolf? Obviously there was an issue. I can't remember the name of the original employee I spoke to and she didn't put notes in the system or do the adjustment so now I am stuck paying for something that I was told would be refunded and I put money out to pay for another hotel.

  Business Response

  Date: 08/04/2024

  Dear *******.

  Thank you for providing us with the relevant information. We're truly sorry to hear about the experience you had with us and sincerely apologize for any inconvenience caused. We highly appreciate you bringing this to our attention as our aim is to consistently provide the highest quality customer service and guest experience. Your feedback forms an invaluable part of this process. To rectify this situation, we've forwarded this information to our Management team for further assistance. We've received an update that a team member has reached out to you and processed a refund for the night. Once again, we are deeply sorry for any inconvenience caused. Please do not hesitate to reach out to us if you require any further assistance; we will be more than happy to assist you.

   

  Kind Regards,

  Destiny

• Initial Complaint

  Date:07/16/2024

  Type:Billing 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.

  We stayed at the Great Wolf Lodge from 6-14-24 to 6-17-24. The reservation is under my husbands name, *******************************. We signed up for the Wolf Wakeup Breakfast for all three mornings for our family (deal for entire visit) They charged us 3 times for the breakfast package instead of once. The bill has ****** (Canadian dollars) on the bill for breakfast (3x package) It should have been approximately 272 (Canadian dollars). approx 16.75+tax per person per day (4 people, one baby no cost) When I realized, I called right away. They created a ticket #*******, told me I would hear back in ***** hours. Nothing. Called again, told me they would process refund, 5-7 days, nothing, chatted online several times. Called again 7-15-24, told me they would call back. Nothing. This is over 400 US dollars of an overcharge and they don't seem to care to resolve it. I submitted a credit card dispute on 7-15-24 with Mastercard.

  Business Response

  Date: 07/24/2024

  Dear ****.

  Thank you for bringing this to our attention. We deeply regret to hear about the inconvenience you experienced with us. Your feedback is much appreciated, as we strive to provide the highest quality customer service and guest experience consistently. 
  
  We have taken immediate action upon receiving your concerns by forwarding this to our Management team for further review. As an update, I'm pleased to inform you that your refund was processed on July 18th. Please allow your bank 3-5 more business days for it to be reflected in your account. 
  
  We are truly grateful for your patience and understanding in this matter. Thank you once again for your feedback.

   

  Kind Regards,

  Destiny

  Customer Answer

  Date: 07/25/2024

  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.

  Great Wolf Lodge submitted a credit card refund in the amount of ****** US dollars, which is approximately ****** Canadian dollars.  This appears to resolve the triple charge for ****** on the receipt for the Wolf Wake Up Breakfast, but not for any additional tax that was charged due to this overcharge.  

  I will need to see an updated bill reflecting the correct amount before accepting this refund /change.  The updated bill should reflect what we should have been charged originally.  On the 2nd attempt to contact the business, the guest relations person informed me that we would get a corrected bill and we have not received this.

  I attached an email from the business to my husband's email received 7.24.24 and the incorrect bill. 

  Regards,
  
  ***************************

• Initial Complaint

  Date:07/15/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 here Friday July 12th and checked out on Saturday July 13th. We were charged a $15 parking fee and $30 towel fee- BOTH of these fees were not made aware to me at any point. It's absolutely outrageous on every level. I want my money refunded as I was NEVER made aware of this hidden fees.I used to come here annually with my son but will not return after this.Such a shame!

  Business Response

  Date: 07/16/2024

  Our policies regarding these fees are clearly displayed, including signs in the parking lot and in the park for towels. As a one-time gesture of goodwill, we have already refunded the towel and parking fee. Please note that it may take between 7 to 10 business days for the refund to appear in your account.

  Customer Answer

  Date: 07/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:07/14/2024

  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.

  This used to be my kids favorite destination. We were guaranteed to come 3-4 times a year . This time on 6/27 we came to celebrate my daughters 9th birthday because she requested to come here yet again. I was shocked at the many changes that staff members made me aware that took place less than 3 weeks ago. They now charge parking by the day, which they didnt used to. (Makes sense to charge day pass users but NOT people who are actually staying at the hotel).There is a $100 hold PER night . And I have yet to receive my deposit back. The first time I called to inquire about it, they blamed it on my bank. Staff member acted as if she was upset with me for inquiring about my refund. She advised , I dont know what you want me to do about that. I gave it a couple more weeks. My bank tells me it is GWL that has not released the funds. I call GWF AGAIN . They advise me then that they can see its been held up on there end and they will open an investigation to get my money released. Today is now July 14th and I have not received an update or my money back. The only reason I have not disputed it is because its stuck in a pending transaction status and you can only dispute settled transactions.There were limited to no activities . Example they would miss the 8am yoga class, be late starting the 9am yoga class , then it lasted less than 10 mins because they want to stick to schedule ?A worker busted his fist cleaning , and I witness his team lead show little so no concern. I watched him bleed and beg for a break and a bandage, and it broke my heart to know that team members are treated with little to me regards , and it makes sense why their staff is emotionally disconnected from creating a better experience when it comes to family and entertainment.Alcoholic beverages were a waste of money but tasted good.Prize points too high, should offer more acade play if youre going to make the prizes so high to win.Overall Im disappointed in the experience.

  Business Response

  Date: 08/01/2024

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

• Initial Complaint

  Date:07/12/2024

  Type:Product 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.

  I was given a gift card in December 2018 to use at Great Wolf Lodge (value $250.00). The back of the card clearly states "This card does not expire and no dormancy fees will be charged." No other information, for example, to check website or call for any other exceptions/details.7/10/24- called Great Wolf Lodge, ************** to make a reservation for the weekend. I had to call because you cannot use a gift card to book a room online. Was told that my card had no value. I was very confused because it had never been used; we have never stayed at a Great Wolf Lodge anywhere. It was eventually stated that because it was a while ago, my funds were sent to unclaimed property. I did not understand why and asked them to transfer me or share a number. Was told, "I don't know- ****** it."I contacted Unclaimed Property in ********* via email. They were not able to help as I did not have all of the original purchase information or details on who/when it was sent to Unclaimed Property. Called the lodge back and was eventually told it was Unclaimed Property in ********, and by the way since you didn't purchase it, you can't get the money because you are not the original purchaser.I have tried reaching out to corporate offices, customer service, etc. and while they said they "escalated" my issue, no one is calling me back. They are telling me the law says they have the right to take my money, but everything I am reading says differently. All I wanted to do was treat my family to a fun day/night at their lodge. I feel very strongly that they have "stolen" my money and I am sure I am not the only person this has happened to. I would love to be able to speak to someone regarding this matter as I believe this is an illegal business practice. I have attached a copy of the gift card for reference. Thank you!

  Business Response

  Date: 07/14/2024

  Dear ****.

  We are reaching out from Great Wolf Resorts regarding your gift card inquiry. We have investigated your gift card and found that the gift card for the amount of $250.00 was remitted to the state of Delaware on 2/27/2024.
  
  
  Please note that while our gift cards do not expire if the funds are not used for a period of time longer than five years, they must be turned over to Unclaimed Property as required by state law. As a business operating in the state, we are obligated to file an Annual Report of Unclaimed Funds. By law, we are only required to remit 43.2% to *****% to the state of ********, so only the amount of $111.00 was remitted.
  
  
  We would be happy to reship a new gift card for the amount that wasn't remitted ($139.00) and provide the information that you will need to reclaim the escheated funds from Unclaimed Property. However, before we proceed, for security purposes, can you please confirm the last four digits of the credit card that was used to make the purchase, and provide us with the mailing address to which you would like to have the replacement order reshipped?
  
  
  We look forward to hearing from you.

   

  Regards,

  Destiny

  Customer Answer

  Date: 07/15/2024

  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.
  
  Great Wolf Lodge continues to reference the law, however what I have found regarding the laws is quite different from their claims.  According to Federal Law, gift cards are not considered property and not subject to escheat laws.  Federal law also states that they will usually defer to the individual state laws.  Federal law also notes:  "If the gift cards do not have an expiration date, they effectively never expire and therefore will remain the property of the card holder in limbo forever".  Also, there are "priority rules" in regards to escheatment laws.  First priority rule states that unclaimed property is reportable to the state of the owner's last known address.  For this case, my address is in the state of Wisconsin.  The individual that purchased this gift for my family also resides in the state of Wisconsin.  (For reference, Gift cards/gift certificates are exempt from dormancy periods in the state of *********.)  Second priority rule states that when no last known address exists, property is reportable to the state of corporate domicile- which in the case of Great Wolf Resorts is *********  The law in ******** states that if cards do not expire, they are exempted from the Unclaimed Property Reporting Requirement.  (Also, if unclaimed property were accepted, it is after a period of 7 years.)

  I have been told the only way to get the funds back from Great Wolf is to share the credit card information.  As I have shared with them, this gift card was a present- not purchased by me- so I do not have that information.  (Originally I was told that I would not be able to recover funds as it wasn't originally purchased by me.)

  I am very curious why the unclaimed property in this case is in the state of *********  Great Wolf Lodge does not even have a resort in that state.  

  For all of these reasons, and the fact that the card itself (and the business website) clearly states gift cards "do not expire and no dormancy fee will be charged", I expect a full refund of $250.00 directly from Great Wolf Lodge.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:07/11/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 stayed at Great Wolf Lodge in ******* July 1-July 3, 2024. I was traveling with my wife, my one year old daughter, and two other relatives. We pre-paid for breakfast, but I requested that we only prepay for breakfast for me and my wife (my daughter should be free given her age, and the two other relatives have dietary restrictions). As such, I expected that we would be charged $16.99 per person x 2 people for breakfast on July 2 and July 3.Instead, we were charged for breakfast for 5 people on July 1 (before we even arrived! We checked in at 4pm on July 1), 5 people on July 2, and 5 people on July 3. We were hence overcharged by $200.When I noticed the billing error on July 3, I immediately called the central reservation center for the Wolf Lodge and they opened a ticket for me. The ticket number is #********. However, since then, there has been no communication (via phone or email) to me, and no documentation of any potential resolution.

  Business Response

  Date: 07/16/2024

  Good afternoon, 

  Thanks for reaching out to Great Wolf Resort and we're truly sorry to hear about the issue the guest experienced as this is certainly not the level of service we would like to provide. Our team strives to provide great service and meet the satisfaction of our guest. Please be aware that we have reached out to our team directly at the lodge and we have received confirmation that the guest was assisted. 

  Customer Answer

  Date: 07/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************