Business Profile

Resort

Great Wolf Lodge

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Complaints

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

Customer Complaints Summary

461 total complaints in the last 3 years.
196 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/04/2024
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.
6/17/24 I checked out the resort. Today is 7/4/24 and I still have not got the security deposit refunded. I called they told me wait 10 business days. After 10 business days they created a ticket once a called approximately 15 business days after. I will like a my refunded security deposit, and if possible my full refund because the service was not expected. If I can just receive my security deposit I will be satisfied.
Business Response
Date: 08/01/2024
We have forwarded this to our team in *******/************, **, for review.
Initial Complaint
Date:06/28/2024
Type:Customer Service 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 the resort on June 24th,2024.
During my stay I encounter mice. I reached out to the front desk and no help was provided. My Daugther was also bitten by bed bugs. We were not able to sleep all night the service was horrible we checked out the following day. Before I left I stopped by the front desks and again no help was provided. All I got was an OK.
Business Response
Date: 07/27/2024
Good afternoon,
Thank you for reaching out to us. The guest's concerns were forwarded to our team at the resort, and we received confirmation that the guest was contacted. Since they are currently out of the country, a report will be completed once the guest returns.

Kind Regards,
Arturs
Customer Answer
Date: 08/02/2024
[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:06/27/2024
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.
On May 18th I booked one room for a one night future stay at the Great Wolf Lodge-Poconos and paid in full in the amount of $374.45 with card ending 4069-visa. On June 14th, I went to check in and was asked for a card to put on file for incidentals. I used my discover card, ending in 9302 for incidentals. I checked out the next morning and was sent a zero balance letter. The next day I saw a pending charge on my credit card for $344.61. It then came off pending and was an actual charge. I have called the hotel several times and was able to get a case started (case #********) but every time I call, I get disconnected, hung up on, nobody knows about the case number and I also emailed the email which is ******************************************* and have had no response.
Business Response
Date: 07/01/2024
Good afternoon.
We are reaching out in regards to the guest inquiry. The lodge has contacted the guest and resolved the issue. Thanks for bringing it to our attention.
Customer Answer
Date: 07/02/2024
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.

They charged my discover card $344.61 and refunded it $328.71 so they still owe me $15.90

Regards,

*********************************
Initial Complaint
Date:06/26/2024
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.
First off, I paid extra for the birthday package. I wanted my daughter's day to be special. We get in the room and yes, there was a sign on the door. She liked that. But we do in the room and the balloons are literally just lying on the ground and the table. You couldnt figure out a way to get them to stay up? Or use helium? It looked like a birthday party had happened when we werent there. Like we were late to the party. That was sad. A big let down for sure. I thought I could salvage it with the cake. I checked the room, no cake, checked the fridge, no cake. I had to go pick it up. Not so special. Why couldnt it be put in the fridge? The whole thing was a big let down. She had a birthday bracelet but not a single employee saw it and told her happy birthday. She was turning 5 and it didnt feel like a birthday at all. Second, the **********. I am not sure what benefit there is to the people staying at the hotel vs the day pass people, but there didnt appear to be any. We waited in the long line, got up to the front and had to get measured. All the while probably 50 people went in while we waited. What was the point of waiting in line only to have to stand for the worlds slowest measurer? It was nuts. No one was actually even checking wrist bands so anyone could sneak into the water park. No one would know. Inside the water park all of the lifeguards were teenagers who seemed to have no experience. The wave pool for example was chaos. It was dangerous. Tons of kids and not a parent in sight. Kids splashing, jumping, diving into eachother, etc. It did not feel safe whatsoever. And on top of that I saw soooo many kids with ****** noses, ****** snot coming out of their noses, bandaids, etc. There were bandaids floating around in the water. It was purely disgusting. We went to the little kids area, hoping it would be safer, but then there was ***** matter in the water and we had to leave. Again, disgusting. See the attachment for more. It will not all fit here
Business Response
Date: 07/01/2024
Good morning.
We are reaching out to follow up on the guest inquiry. The lodge has contacted the guest, and the issue has been resolved. Thank you for bringing this to our attention.
Customer Answer
Date: 07/01/2024
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 have been waiting for a response from GW and nothing. No it has not been resolved.

Regards,

***************************
Business Response
Date: 07/20/2024
Good morning
We thank you for reaching out to Great Wolf Resort and we're sorry to hear about the guest experiences. Our team strives to provide great service and meet the satisfaction of our guests. We have been in communication with our team at the lodge regarding the guest inquiry. The lodge confirmed that they were also in communication with **************. The guest was offered a 2-night return stay which she declined for the issues she experienced. She was offered a $100 credit and then offered an additional $100 as she was not satisfied with what she received. The case can be close as the guest declined the offers that was given due to the inconvenience.
Customer Answer
Date: 07/24/2024
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.

No I was not offered an additional $100. And no $200 is not sufficient. I requested $750 which is more than fair. After what we went through all the things we experienced, $200 is a slap in the face. And why would we want two free nights? I never want to return to GWL again. Asinine. Now I will be filing a dispute with my bank.

Regards,

***************************
Initial Complaint
Date:06/22/2024
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 went into Great Wolf Lodge to use the water park for a half day. We spent over an hour in line and at the counter. We were trying to use $300 in gift cards. The person used our gift cards as payment but said she couldnt give us the remaining balance back, or provide us a receipt for what was being charged. They also said they needed a credit card for incidentals, which they would put a $1 hold on, which would be released the next day, and that I would get my receipt the next day in my email. After a lot of waiting (about 20 minutes) 3 managers handed me a giftcard with my remaining $***** on it. When I opened the email today, I found out that our credit card got charged *****, and not just the $1. I also got charged ***** for a room occupancy tax, but I did not stay in a room. They also said parking was $15, but they also added tax to it, 1.01. Which I understand how a business works, they have to pay tax to the government, but when ** told its $15, it should be that. I also was charged a room premier resort tax, but again, I did t have a room, 3.52. I didnt sign for any of the charges. I have called great wolf lodge, and was told I needed to call back in 10 minutes to speak to a manager, when they arrived for the day. I called another time, and the person was rude and continued to cut me off, and couldnt help me. I called a third time and was on hold for over 15 minutes and decided it was time to go to the BBB. What I am requesting is the double charge to be removed from my cresit card as well as cash back from the gift cards that were used yesterday in the amount of $300 for my terrible experience and continued stress around this. I do not want more great wolf lodge gift cards, as I will never be returning. Acceptable forms of refund for me would be check or **** giftcard.
Business Response
Date: 07/03/2024
The guest has been contacted and a solution was found.
Initial Complaint
Date:06/22/2024
Type:Service or Repair 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 visited Great Wolf Lodge on 6/18/24 and 6/19/24 under reservation #******** (room number was 11). On 6/18/24, we borrowed 2 towels. The rule is that if they aren't returned, it is a $15 towel fee per towel. My wife, ***********************, waited on a huge line at closing time (8 PM) to return the towels. She returned the towels and gave them my name (the reservation was under my name, Dr. ********************** and they said "we got you". No receipts no nothing but we trusted that it would be properly processed. Big mistake. I just got billed $30 for the 2 towels plus $1.80 tax. That must be a classic trick by Great Wolf Lodge - don't give any confirmation that towels were returned and then charge the "poor customer" figuring they won't/can't fight it due to lack of documentation. This is an unacceptable business practice. I am demanding a prompt return of the fee that I shouldn't have been billed given that the two towels were promptly returned.
Business Response
Date: 06/23/2024
Good Evening,
Thank you for reaching out to Great Wolf Lodge. We're sorry to hear you had this experience with us and apologize for any inconvenience caused. We appreciate you brining this to our attention as our aim is to always provide the highest quality customer service and your feed back in an invaluable part of that process. A refund of $31.80 was processed today and can take 7 to 10 business day to processed. If the guest has any additional concerns or query, please contact us.

Kind Regards,
Sade
Customer Answer
Date: 06/28/2024

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:06/21/2024
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 stayed at ************ location, one night May 24 with my family, had to leave a 100 deposit, STILL waiting for my refund!!! Been trying to call, email and contact them on their website numerous times over last few weeks. CRICKETS, NOBODY reponds!! Worst customer service, I just want my deposit back!
Business Response
Date: 06/25/2024
Good Evening,
Thank you for contacting us. We're sorry to hear you had this experience with us and sincerely apologize for any inconvenience caused. We appreciate you brining this to our attention as our aim is to always provide the highest quality customer service and guest experience. We have received confirmation from our management team at the lodge that the incidental fee has been released on 06/23/24.
Please note that the length of the hold's release is primarily determined by two factors: whether the card is a credit or debit cardthe debit card takes slightly longer than the credit cardand the policies of your banking institution. On average, the authorization falls off about 7-10 business days post-checkout. For guests that used "cash app" cards, the hold can take up to 30 days.
We apologize for the time it took to resolve this issue. If any additional assistance is needed, please let us know.

Kind Regards,
Sade
Initial Complaint
Date:06/21/2024
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.
I stayed at this establishment from 6/19/24 to 6/20/24. I purchased my stay on Groupon, on 5/1/24. This purchase includes one night stay, resort fee and waterpark passes for guests up to maximum room occupancy (6 guests). That total was ******. That was charged to and fulfilled by my credit card. No voucher needed to be provided at check in. Just my email and valid ID. I had the original card I paid with available as well, they did not need it.On 6/19/24, I provided my debit card for the ****** dollar incidental coverage, to be returned after the stay. This charge was explained and understood. Still in pending on my checking account (I hope they plan on returning that..I understand that can take a couple days).On 6/20/24, my debit card was charged for 2 additional, separate transactions (holds)one of $94.02 and another of $194.02. These charges were not permitted nor warranted.My debit card was locked in my vehicle the duration of the stay. All additional purchases I made (food) were charged on A DIFFERENT card via my Apple Pay. I have spent hours trying to get someone on the phone to remedy this. They continuously give me the transfer to someone else or someone will call you back line. I was promised a manager, named ******, would prioritize my call back, and that she would be reporting to work in a few minutes. That was 5 hours ago, no call back. Ive spoke with 7 different people today. No one is willing to actually help.These additional charges were not part of my stay, nor did I ever give permission for these charges.I want the unauthorized amount returned (******), in addition to the incidental amount (100) returned as expected.
Business Response
Date: 07/08/2024
We were able to contact the guest and they were provided with a full refund via Groupon.
Initial Complaint
Date:06/21/2024
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.
I booked a 1 -night stay with my family of family of 5 (may 29 confirmation # ********)There was a concerning incident that occurred during my stay at your lodge.On the night of May 29th, one of my children fell ill, prompting me to take him to the *** Due to this unforeseen circumstance, I brought all my children with me to *** Upon returning to the lodge the next morning(around 10am), I was alarmed to find our belongings rearranged and the sofa bed pulled out, despite not having left it in that state.I reached out via text message through the ****** app(front desk had long line), expressing my unease about the situation. I did receive a call from the lodge approximately an hour and a half later. I spoke with a female manager (apologies for not catching her name due to noise from the water park), who assured me she would investigate the matter with security. Two hours later, she contacted me again, stating that system only showed that those with access keys had entered the room. She kept implying that my children may have been responsible for the sofa bed being pulled out. But mind you prior to that She also mentioned housekeeping entered our room at 9:44am I questioned why housekeeping had entered our room at 9:44 am, especially considering it was a one-night stay, during which housekeeping does not enter until after checkout. Which she confirmed, was true. But despite this, the manager suggested that my children were responsible for the sofa bed even though she said records show someone else("housekeeping") other than us entered our room. She abruptly ended the conversation, said housekeeping manager would contact me, which never occurred. I emailed customer relations to which they responded that they would forward email to the lodge and I should get a response around 72 hours. I message them again informing them it's been 20 days since my stay and they have yet to take my complaint seriously.
Business Response
Date: 06/22/2024
Good afternoon,
We thank you for reaching out to Great Wolf Resort. We have reviewed the guest concern and we have forwarded her inquiry directly to management. A member of the team directly from management will be reaching out to further assist the guest. We have also inform the guest that someone will be in touch with her regarding her concern.
Customer Answer
Date: 06/28/2024
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 have not yet been contacted by management. The email stated(just **** the response to the email I sent prior to contacting BBB) that it would be forwarded to mamagement and then they would contact me. Have not heard from anyone.

Regards,

***************************
Business Response
Date: 07/20/2024
Good morning,
We thank you for reaching out to Great Wolf Resort. Upon reviewing our records, we show that the guest did receive on going follow up with ************* Manager. We have been informed that the guest did not ask for anything and her question was about the entry and thinking someone entered was given. ***** was asked if anything missing and guest confirmed nothing was missing.
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.

Hello,
The only time that I was contacted by a manager was when I was still in the lodge and that manager told me she would have someone else contact me( I explained this in my first message.) Which no one ever did. That day the guest service manager was not able to explain why someone entered my room and sounded very irritated that I was concerned about this. I do not believe anyone in my position would feel safe knowing someone entered the room.

Regards,

***************************
Initial Complaint
Date:06/20/2024
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 a Great Wolf Lodge about two weeks ago. My check out date was 6/7/24. We didn't have any issues during my stay. The issue started after my stay. I was charged incorrectly. I reached out to support that day and they said that the charge would be reversed as they were supposed to charge the booking agency (RCI) instead of my account. My credit card account reflects that they did reverse the charge. However, later that day they charged the same amount to my account. I have opened two different customer support tickets ********* and ********* and I haven't received a formal resolution with either. I have contacted support several times inbetween opening these support tickets. It usually involves me waiting 30 minutes to reach a call center who then tries to transfer me to Great Wolf Lodge's front desk and then they never answer the phone. The call center is apparently unable to help me with the charge, so I'm at a loss. The amount of money that was incorrectly charged was $409.60. I was correctly charged my invoice amount of $417.87. If they look up my account they can see was charged $409.60 twice and was only refunded that amount once. I will attach my invoice to this complaint.
Customer Answer
Date: 06/21/2024
they refunded the $409.60 that was incorrectly charged to my account.

Regards,

*************************************

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Great Wolf Lodge is NOT a BBB Accredited Business.