Business Profile

Resort

Great Wolf Lodge

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Resort.

Complaints

This profile includes complaints for Great Wolf Lodge's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

464 total complaints in the last 3 years.
198 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.

Initial Complaint
Date:06/10/2025
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 visited the ***********, ** location on 5/30/25 with waterpark day passes for my sister-in-law'a birthday. A $50 hold was put on my card at check in to use our wristbands to pay for food. We ended up spending the $50 plus an additional $74. On my credit card account there was a pending charge for $124, $50, and $74. I assumed the 2 latter would drop off, but on 6/2/25 the $124 posted and on 6/6 another $124 posted. Our bill was $124 (plus the day passes which were previously paid for). I called when I discovered the 2nd charge on 6/6 at 6 am and was told a manager would reach out to me once they got in. I've never received that call. When I heard nothing by 5 pm on 6/6 I called again, was told they aren't seeing any extra charge, was given a case number, and told it would take 24 to 72 hours to hear back that the 2nd charge was removed. Today, 6/10, I called back at 3 pm and was told nothing had been done on my case. The 1st ****** I talked to tried transferring me to the front desk. After waiting on hold for 10 minutes they came back stating they couldn't get ahold of anyone and asked what I wanted them to do. I asked for a manager who started helping me but then tried to get ahold of the front desk again and some how transferred me to another ******. The 3rd ****** I talked to did find the extra charges but insisted they were just holds and they would drop off. I told him they already posted but he insisted they did not. In the meantime, the 2nd ****** I talked to emailed me stating a new case had been started and it would be 24 - 72 hours before I hear back. I see now this is a common occurrence. I would like a refund for the money they stole, in addition to compensation for my troubles.
Business Response
Date: 06/12/2025
Dear ****** ********,

We have received your complaint submitted to the Better Business Bureau (BBB), and we sincerely apologize for any inconvenience caused. We sincerely apologize for any frustration and inconvenience this may have caused. Upon reviewing your reservation and your concerns, we found that a charge of $124.14 was inadvertently applied twice to your account. However, please note that it was only posted once in our reservation system and twice in our payment system. We regret any misinformation you may have received previously.

We have proceeded to refund the duplicate charge of $124.14. Please bear in mind that it may take 7 to *************************************************** your account. We once again apologize for any inconvenience this may have caused. An updated invoice reflecting this refund has been sent to the email on file.

We truly appreciate your patience and understanding throughout this process. Thank you for allowing us to be part of your familys memories!

Wishing you a howlin good day!

Thanks,
Britany G
Customer Answer
Date: 06/13/2025
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 would like compensation for the stress of having to fight for getting my money back that you stole, in addition to investion on why this keeps happening and how to prevent it going forward. My assumption is that it's intentional in the hopes that people won't fight it.

Regards,

****** ********
Initial Complaint
Date:06/10/2025
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.
May 30, 2025 we stayed at Great Wolf Lodge. The room was over ******************************************** the past and never had any issues. Upon arrival our room smelled like musk and mildew. We asked to change rooms due our kids having allergies we were told there were no other rooms. ***** services came down with scented air freshener so spray., later we saw roaches. We submitted pics to guest services. We were offered free breakfast for our inconvience. After a dirty room why would we want food? I emailed guest services regarding our stay upon checking out on June 1st and they keep saying they are finding a resolution but have not.
Business Response
Date: 06/10/2025
Dear ******** ****,
We thank you for choosing Great Wolf Resort. We have received concerns shared through the BBB and we sincerely apologize for any inconvenience or frustration this may have caused.
We're so sorry to hear about your recent experience at our lodge between May 30th and June 1st. The conditions you described regarding your room's smell, the presence of roaches, and the initial service response are completely unacceptable and don't meet the high standards we strive to uphold for our guests.

We understand your disappointment and frustration, especially given your family's allergies and previous positive stays with us. We're taking your feedback very seriously.

After reviewing your previous case that was submitted to our Guest Relations team, we saw that a refund of $169.50 was processed on June 7, 2025, due to the inconvenience you faced. Please note that it will take 7-10 business days for the refund to reflect in your account. We have also sent you an updated invoice reflecting the refund to the email we have on file.

Once again, we apologize for any frustration this may have caused. We hope you'll give us the opportunity to welcome you back to the lodge in the future.

Thanks,
Britany
Initial Complaint
Date:06/09/2025
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.
Upon checking out, I was charged $215.27 on 5/26/2025 without any explanation of charges. I reached out via chat after checking out and was promised an explanation of charges would be provided to me via email within 72 hours, which never happened. Resort management was unreachable via telephone. During our stay we experienced several detrimental service failures. First, I became sick from the ***** Salad purchased from Hungry As A Wolf. This resulted in me needing to stay near a toilet for the next 12 hours. This is not the experience that I paid for, on top of becoming ill as a result of poor food handling practices. Then, a cabana we reserved never was reserved, as promised via chat on the Great Wolf app. Finally, we were offered an extra night stay for $159, which we accepted. When I went down to the desk to pay for the extra night, I was met with multiple layers of incompetence, rude management, and another service failure that required me to be down at the front desk for almost an hour! This is not the type of experience for which I'm paying Great Wolf. We have been loyal customers since opening weekend in 2016 and this is how Great Wolf thanks us by over charging the card on file without any explanation, infecting a pack member with food poisoning, ruining a cabana reservation, and offering an extra night stay at a competitive price at the unreasonable expense of our time. At the very least, the charge in question should be immediately refunded since I had to ask 3+ times for an invoice which resulted in a BBB complaint due to never being provided with the requested invoice.
Business Response
Date: 06/10/2025
Dear Christa Rodriguez,

Thank you for choosing Great Wolf Lodge. We've received the concerns you shared through the BBB, and we sincerely apologize for any inconvenience or frustration this may have caused.

After reviewing your invoices, we found that the $215.27 charge for your second reservation (May 22-23, 2025; reservation number 99583948) was for additional onsite purchases made at the lodge. We have also sent an updated invoice for both of your reservations to the email address we have on file.

Regarding the experience you had at the lodge, we are currently investigating this matter, and a member of our team will be reaching out to you to assist further.

Once again, we apologize for any frustration this may have caused.

Thanks!
Britany Gentle
Customer Answer
Date: 06/16/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23447201, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I was promised follow up in regards to the reported service failures of becoming sick from a Cesar Salad for a period od about 12 hours, failure to book a reserved cabana, and a horrible and unprofessional experience at the front desk when booking an additional evening at a discount offered to us via the Great Wolf app and I have yet to receive the follow up, as promised. I have attached my follow up efforts that have continued even AFTER filing of the BBB complaint.

Regards,

Christa Rodriguez
Business Response
Date: 06/20/2025
Dear Christa Rodriguez,
We're reaching out about the concerns you shared via the BBB. We truly apologize for the deeply frustrating experiences during your recent stay. We understand these challenges are compounded by past issues, and as a loyal guest since 2016, we genuinely regret falling short of your expectations.
We've thoroughly reviewed the specific issues you raised:
$215.27 Charge: This charge was for additional onsite purchases during your May 22-23, 20 reservation (number 99583948). We apologize for the initial confusion and delay in clarifying this.
An updated, itemized invoice detailing these purchases has been sent to your email:
05-22-25 Snack Bar Dinner Food: $28.28
05-22-25 Buckhorn Exchange: $80.07
05-23-25 Loose Moose Breakfast Food: $65.48
05-23-25 Magiquest Retail: $25.77
05-23-25 Creation Station: $15.67
Service Failures: We're actively investigating the food poisoning incident, the unhonored cabana reservation, and the significant difficulties you encountered at the front desk. Your health and satisfaction are incredibly important, and we're implementing immediate corrective actions.
We understand that a one-night complimentary stay won't fully make up for what you experienced, but we truly hope you'll give us another opportunity to make your experience better. As a gesture of our apology for these significant inconveniences, we'd like to offer you a complimentary 1-night stay in one of our themed suites, which includes water park access for your family.
Here are the details for your offer:
This offer must be booked by June 20, 2026. While you don't need to stay by this date, your reservation must be confirmed by then.
Please note that this offer is not valid during holidays or blackout periods.
This offer applies only to the room rate portion of a 1-night reservation.
Room upgrades or additional guests may be subject to extra charges.
We deeply apologize for any inconvenience this has caused and truly hope for the opportunity to welcome you back to the lodge for a much more positive experience in the future.

Sincerely,
Britany G.
Guest Communications Specialist
Great Wolf Lodge - Customer Contact Center
Initial Complaint
Date:06/06/2025
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 am filing this complaint against Great Wolf Lodge due to what I believe to be a classic bait-and-switch pricing tactic. On June 2, 2025, I made a reservation directly with Great Wolf Lodge. At the time of booking, I was clearly quoted a total price of $5.60. I paid this amount in full and received confirmation that the total cost of the stay was $5.60, with $0.00 remaining balance (confirmation: QLGGVY43XA). There was no indication that this was a partial paymenton the contrary, I was informed that this was the total cost for the one-night stay in the Family Suite. I included the email receipt that I received stating I have a balance of $0.00 remaining to be paid. However, on June 6, 2025, I received an email from Great Wolf Lodge stating that the total cost of my reservation is actually $334.88, and that the $5.60 I had already paid was merely a deposit. They are now demanding an additional $329.28, or offering me the option to cancel with no penalty. While they did extend the option to cancel, I do not find this an acceptable resolution. I planned and budgeted my trip based on the original, confirmed amount. Changing the terms after Ive paid and received confirmation is not only unethicalit is potentially illegal under consumer protection laws, especially as it constitutes deceptive advertising or bait-and-switch pricing. I am requesting that Great Wolf Lodge honor the originally confirmed total price of $5.60 for my one-night reservation on June 18, 2025. I do not believe I should be forced to either pay more than the drastic increase of the confirmed amount or cancel a planned trip that was made in good faith. This complaint is being submitted to alert others of this business practice, and in hopes that Great Wolf Lodge will take responsibility and act fairly in this matter.
Business Response
Date: 06/11/2025
Dear ***** *******,

Thank you for reaching out to Great Falls Resort. We have received your concern submitted to the BBB and apologize for any frustration this may have caused.

We experienced a technical issue that affected our pricing calculations. This inadvertently led to you paying less than the actual cost of the room. We truly regret any confusion or inconvenience this has caused, and we completely understand how frustrating this must be.

Despite this error, we want to confirm that we are honoring the discount code you applied to your booking, which provides you with up to a 50% discount. As a result, the adjusted cost of your room is $334.88. We must also inform you that we are unable to honor the rate of $5.60 for the room reservation.

Based on this revised total, your remaining balance is $329.28. We want to be clear that this is the final calculation, and we won't be able to adjust this amount further.

Given the severity of this situation, we want to provide you with clear and flexible options:
Pay the remaining balance of $329.28 to finalize your reservation as planned.
Cancel your reservation with no penalties, should you wish to do so.

If you choose to cancel or pay the remainder, please provide us with the last 4 digits of the card that is associated with your booking.

Our commitment is to provide a smooth and enjoyable booking experience. Unfortunately, due to a technical glitch, your booking process was disrupted. We highly value your patience and understanding during this period and we deeply apologize for any inconvenience this incident might have caused you.

We look forward to hearing from you soon to get this resolved.

Sincerely,
Britany
Initial Complaint
Date:06/06/2025
Type:Sales and Advertising 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 June 2, 2025 I booked with great wolf lodge of perryville using code BBAR with a bunch of other families. This code got us rooms/passes for $5.60. Our reservation emails stated that that was our price with no balance remaining. On June ****** I got an email stating that the code had changed in my portal and I now owe $329.28.I spent an hour speaking to multiple people and they all said sorry and that they gave us a half off deal to compensate which $329 isnt even a deal!.I explained to them that it is illegal to showcase a price and give me a receipt stating that price then trying to go back and charge me more. Had I not checked my portal or saw the email - I would have been completely blindsided when arriving, as would the other families!It was false advertising and sneaky to just change the price.I and everyone in our group, would like our stay to remain $5.60 per the original advertised price and price on our receipts!I will put my reservation # where tracking # is located below.
Business Response
Date: 06/09/2025
Dear ******* *****,

Thank you for reaching out to the Great Wolf Lodge ************************ Were following up regarding your case as detailed below:
Were happy to inform you that a refund of $5.60 has been issued on 6/9/25. We have sent you an updated folio reflecting this information for your records. Please note that the refund may take 7-10 business days to reflect in your account, depending on your financial institution. We have also sent you a cancelation email. We sincerely apologize for any inconvenience this may have caused during this time.

If you have any further questions or require additional assistance, please reply to this email, and we will be happy to assist you!

We truly appreciate your patience and understanding throughout this process. Thank you for allowing us to be part of your familys memories!

Wishing you a howlin good day!

Howls!
**** S
Guest Communications Specialist
Great Wolf Lodge - Customer Contact Center
Customer Answer
Date: 06/09/2025
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.

THE BUSINESS SIMPLY REFUNDED MY $5.60. What they did was illegal and false advertisement. I want the $5.60 stay I was promised, told my kids about and paid for.

Regards,

******* *****
Business Response
Date: 06/11/2025
Hello, *******

We understand that encountering a rate discrepancy can be frustrating, and we sincerely apologize for any confusion or inconvenience this may have caused.

Upon reviewing your booking details, we have confirmed that the Family Suite scheduled for January 18, 2026 was incorrectly listed at $5.60 due to a technical error. Unfortunately, we are unable to honor this rate, as it does not reflect the accurate pricing for this accommodation. We regret any disappointment this may cause and appreciate your understanding as we work to ensure accurate pricing for all our guests.

You chose to cancel your reservation and a refund of $5.60 was issued on 6/9/25. We recommend rebooking using one of our deals to provide you with a budget friendly suite.

We sincerely regret this unexpected issue and any inconvenience it may have caused during your booking process. At Great Wolf Lodge, guest satisfaction remains our top priority, and we appreciate your patience and understanding in this matter.

Please let us know how you would like to proceed, and we will ensure a prompt resolution. If you have any further questions or require assistance, feel free to contact us directly.

Howls!
**** S
Guest Communications Specialist
Great Wolf Lodge - Customer Contact Center

Customer Answer
Date: 06/12/2025
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.

They just keep repeating the same thing over and over. Its a script and impersonal. I want real resolution.

Regards,

******* *****
Business Response
Date: 06/15/2025
Dear, ******* *****

Thank you for contacting us regarding your recent reservation experience. We appreciate you taking the time to share your feedback, and we sincerely apologize for any confusion or inconvenience you may have encountered during the booking process.

We fully understand how encountering a rate discrepancy can be both frustrating and disappointing, especially when it disrupts your travel planning. Upon conducting a thorough review of your reservation details, we have confirmed that the Family Suite scheduled for January 18, 2026, was inadvertently listed at an incorrect rate of $5.60. This pricing error was due to a technical issue within our reservation system, which has since been identified and corrected.

While we truly regret the error, we must respectfully inform you that we are unable to honor this rate, as it does not accurately represent the standard pricing for this suite. We understand this may be disappointing, and we want to reassure you that maintaining transparent and accurate pricing is a top priority for us. This incident does not reflect the standard we strive to uphold, and we apologize for any inconvenience it may have caused.

Following the discovery of the discrepancy, we understand that you opted to cancel your reservation. A full refund in the amount of $5.60 was issued to your original form of payment on June 9, 2025.We recognize that this situation may have fallen short of your expectations, and for that, we sincerely apologize. At Great Wolf Lodge, we take great pride in delivering warm, welcoming service and unforgettable stays for all our guests. Your satisfaction continues to be our top priority, and we are grateful for your patience and understanding in this matter.
Please note that this message represents our final correspondence regarding this specific matter. The case associated with this communication has now been formally closed within our system, and we kindly advise that any replies to this email may not receive a further response.

Once again, we appreciate your feedback and regret that we were not able to fully meet your expectations in this instance. We hope to have the opportunity to welcome you to Great Wolf Lodge under more favorable circumstances in the future.

Wishing you and your family a howlin good day ahead.

Howls!
**** S
Guest Communications Specialist
Great Wolf Lodge - Customer Contact Center
Customer Answer
Date: 06/17/2025
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.

they just keep repeating the same scripted email over and over again.

Regards,

******* *****
Initial Complaint
Date:06/06/2025
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 reserved a room on 6/2 for this upcoming January. I received email confirmation with a receipt for the total due at check in being $0. The following day I added on a birthday package for my son bringing my new check in balance to around $41. Now when I logged in it states that my check in balance is over $300 and it was a known glitch they will not be honoring I have TWO separate receipts showing the price of the room.
Business Response
Date: 06/11/2025
Dear ******* ***,

Thank you for reaching out to Great Falls Resort. We have received your concern submitted to the BBB and apologize for any frustration this may have caused.

As we discussed during our last call, which unfortunately got disconnected, we experienced a technical issue that affected our pricing calculations. This inadvertently led to you paying less than the actual cost of the room. We truly regret any confusion or inconvenience this has caused, and we completely understand how frustrating this must be.

Despite this error, we want to confirm that we are honoring the discount code you applied to your booking, which provides you with up to a 50% discount. As a result, the adjusted cost of your room, including your packages, is $376.59.

Please note that the rate of $299 mentioned earlier was before taxes and fees were applied. Including taxes and fees, along with your package, the total comes to $376.59. We must also inform you that we are unable to honor the rate of $5.60 for the room reservation itself.

Based on this revised total, your remaining balance is $370.99. We want to be clear that this is the final calculation, and we won't be able to adjust this amount further.
Given the severity of this situation, we want to provide you with clear and flexible options:
1. Pay the remaining balance of $370.99 to finalize your reservation as planned.
2. Cancel your reservation with no penalties, should you wish to do so.

If you choose to cancel or pay the remainder, please provide us with the last 4 digits of the card that is associated with your booking.

Our commitment is to provide a smooth and enjoyable booking experience. Unfortunately, due to a technical glitch, your booking process was disrupted. We highly value your patience and understanding during this period and we deeply apologize for any inconvenience this incident might have caused you.

We look forward to hearing from you soon to get this resolved.

Sincerely,
Britany
Initial Complaint
Date:06/05/2025
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 am filing this complaint against Great Wolf Lodge due to what I believe to be a classic bait-and-switch pricing tactic.On June 2, 2025, I made a reservation directly with Great Wolf Lodge. At the time of booking, I was clearly quoted a total price of $89.60. I paid this amount in full and received confirmation that the total cost of the stay was $89.60, with $0.00 remaining balance. There was no indication that this was a deposit or partial paymenton the contrary, I was informed that this was the total cost for the one-night stay in the ***************However, on June 5, 2025, I received an email from Great Wolf Lodge stating that the total cost of my reservation is actually $446.88, and that the $89.60 I had already paid was merely a deposit. They are now demanding an additional $357.28, or offering me the option to cancel with no penalty.While they did extend the option to cancel, I do not find this an acceptable resolution. I planned and budgeted my trip based on the original, confirmed amount. Changing the terms after Ive paid and received confirmation is not only unethicalit is potentially illegal under consumer protection laws, especially as it constitutes deceptive advertising or bait-and-switch pricing.
Business Response
Date: 06/06/2025
Dear *** *****,

We appreciate you choosing Great Wolf Lodge. We have received your complaint submitted to the Better Business Bureau (BBB), and we sincerely apologize for any inconvenience caused and understand how frustrating it must be. Weve created a case to address your concern.

Case Number: 02257251
Date Created: 6/6/2025

Upon reviewing your reservation for reservation (********), we noticed a technical error online that affected your rate. We sincerely apologize for this mishap. We have rectified the mistake and have honored the original rate of $89.60 for your reservation. Currently, your outstanding balance is zero. An updated invoice has been sent to you, reflecting this corrected total. Once again, we deeply regret any inconvenience this situation might have caused.

If you have any further questions or require additional assistance, please open a new request by sending a new email to **************************************************** as the case related to this interaction has been closed. If you send a direct reply to this email, it may not be answered.

Thank you for being a valued guest. We look forward to welcoming you back for an exceptional stay.

Howls!
Britany
Initial Complaint
Date:06/03/2025
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.
To begin, an unauthorized charge of over $1,000.00 was made to my credit card with no explanation. When I brought this to the attention of your head manager, I was assured he would call me the next morning to resolve the matter. That call never came. That charge could have caused real financial harm to my family, especially as a mother with children to feed. We also purchased Wolf Passes, and when upgrading the wands, we were charged full price instead of receiving the upgrade rate that should have been applied. This resulted in further unexpected and unnecessary charges.Our wristbands repeatedly failed, requiring us to wait over 25 minutes just to have them replaced. Even after paying for late check-out, our bands again stopped working at 11:00 AM the next day, and we had to wait over 30 minutes for new keysWe had also reserved a cabana, which was dirty upon arrival. The staff member assigned to assist our cabana was consistently unavailable. We ordered lunch at 12:31 PM, and despite being told repeatedly that it was "on the way," the food did not arrive until after 3:00 PM, and by then it was cold and unacceptable. It took escalating the issue to a manager just to get basic service.Even the breakfast buffet was disappointingthere was barely any food available, and we waited over 15 minutes just for bacon. This lack of preparation and restocking during peak breakfast hours added to the overall feeling that the resort was overwhelmed and disorganized. There were many smaller problems throughout our stay that reflected poor coordination, under-trained staff, and a lack of attention to guest experience. I am requesting a full review of our stay, a written explanation for the erroneous charges, and appropriate compensation for the many service failures and unfulfilled promises. I look forward to your prompt response and a resolution that acknowledges the seriousness of this situation.
Business Response
Date: 06/04/2025
Dear ******* ****,

Thank you for choosing Great Wolf Lodge. We've received your concern submitted and apologize for any frustrations this has caused.

Upon reviewing your profile, we found that case ******** is currently under investigation. Once the investigation is completed, a representative from our team will be reaching out to you to provide resolution.

We would like to apologize once again for any inconvenience caused.

Thanks,
Britany
Customer Answer
Date: 06/05/2025
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.

This is what they keep saying. Since Friday night. Not sure what is taking so long. The entire stay was a mess.

Regards,

Mellsia Volo
Initial Complaint
Date:05/30/2025
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.
May26 I went into Great Wolf lodge and left May30 2025. When I payed a deposit online and had proof of other payments when I checked it tried to say that holds the room. Which was not true cause after 2 hours of talking to someone at front desk and a manager he figured it out. Went into are room as we upgraded for the kids it was dirty. I asked to have it cleaned again and they did not understand English. Again back to front desk. The sheets were not changed and floor dirty. Then no ice also in half the machines as we paid $$$ for a upgrade. I want a refund on are stay. Oh also p*** in the pool and hot tub closed. I know it's a holiday week but no excuse for paying alot for this stay. I do have the persons name Jalon who was management. I also have pictures of staff members not doing there job up front instead taking care of long lines. This is ****** *******.
Business Response
Date: 06/09/2025
Dear **** ******,

Thank you for reaching out to the Great Wolf Lodge ************************ Were following up regarding your case as detailed below:

We sincerely appreciate your patience as we reviewed your experience and the concerns you shared with us. We understand how important your visit is each year, and we regret that last years circumstances impacted your stay.

After thorough review, we have confirmed that [Lodge Name] has contacted you regarding your experience. Additionally, we want to inform you that a refund of $333 was processed on June 5, 2025, for the unused portion of your package. This refund should reflect in your original payment method within 7-10 business days. We have sent the folio to your email for your reference, should you require it for your records.

We sincerely apologize for the difficulties you encountered and any frustration this may have caused. It is always our goal to ensure that our guests feel valued and well taken care of, and we regret any instance where we may have fallen short of that standard.
If you have any further questions or require additional assistance, please reply to this email, and we will be happy to assist you!

We truly appreciate your patience and understanding throughout this process. Thank you for allowing us to be part of your familys memories!

Wishing you a howlin good day!

Howls!
**** S
Guest Communications Specialist
Great Wolf Lodge - Customer Contact Center
Customer Answer
Date: 06/09/2025
[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,

**** E ******
Initial Complaint
Date:05/30/2025
Type:Sales and Advertising 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 wanted to raise a concern about the my stay lat Niagara great wolf lodge on 17 May 2025 I am highly disappointed with the room quality and had issues with -1.Thermo stat not working the room was chill and had to call the person from reception who said the termo stats are normally wierd and refuse to work and yes that's what it kept doing over the night. 2. The shower was not fitted well despite using the hand shower the water rained from top 3 . The most imp the flush was leaking because of which it kept working after every few minutes over the night leading to a disturbed sleep for myself and my toddler .I had to head back j home right after the breakfast as my toddler was super cranky because she couldn't sleep whole night and missed the water park.I am highly disappointed and feel my day and money wasted. Having a toddler in a chilled room and flush running every few minutes.I am surely expecting a refund.
Business Response
Date: 06/02/2025
Dear ****** ******,

Thank you for reaching out to the Great Wolf Lodge ************************ Were following up regarding your case as detailed below:

Case Number: 02249295
Date Created: 6/1/2025
Reason: Guest Concern - Lodge

After carefully examining our records, we can confirm that on May 27, 2025, the Great Wolf Lodge in ******************;reached out to you directly in response to your concern. Our team in Niagara Falls values guest satisfaction and has made every effort to address your inquiry promptly.

We sincerely apologize for any inconvenience this situation may have caused you during this time. At Great Wolf Lodge, we strive to provide a seamless and enjoyable experience for all our guests, and we regret any frustration or disruption you may have experienced as a result of this matter.

Please know that guest satisfaction remains our top priority, and we appreciate your patience and understanding throughout this process.

Thank you for choosing Great Wolf Lodge. We value your business and look forward to the opportunity to welcome you back in the future under more enjoyable circumstances.

Wishing you a howlin good day!

Howls!
**** S
Guest Communications Specialist
Great Wolf Lodge - Customer Contact Center

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Great Wolf Lodge is NOT a BBB Accredited Business.