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

  1 Great Wolf Dr Scotrun, PA 18355-9000

• 

  Great Wolf Lodge

  3950 Victoria Ave Niagara Falls, ON L2E 7M8

• 

  Great Wolf Lodge of Concord

  10175 Weddington Road Ext Concord, NC 28027

• 

  Great Wolf Lodge

  Gurnee, IL 60031

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:06/19/2024

  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.

  My family went to Great Wolf Lodge for entertainment last weekend. We paid extra money to reserve a cave-themed sleeping area with a bunk bed for my children. However, when my daughter slept in the bunk bed, her legs were bitten and she had an allergic reaction. She got several bumps on her leg, which were very itchy. We moved her out of the cave-themed sleeping area immediately, but the allergy caused her to not sleep well that night.I contacted Great Wolf Lodge's customer service, and they said someone would contact me for a resolution, but it has been three days and nobody has contacted me yet. I paid extra money for the cave-themed sleeping area, but my child got hurt.

  Business Response

  Date: 06/22/2024

  Good afternoon.

   

  We have reached out to the guest to provide their reservation details and sent their concerns over with high importance to our management team in **********, **. A member of our team will reach out to the guest regarding this unfortunate event and the guest is also aware of this information.

   

  Regards,

  Sophia 

• Initial Complaint

  Date:06/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So upon modifying my reservation, I was told that I would forfeit the first night deposit because I used the ESAVER promo code. This is not explicitly stated on their website when using the code. To make matters worse, I was changing to a smaller room because the current room was more than what was needed. They told me that I was still subject to forfeiture of the first night deposit, even though I could no longer use the ESAVER discount code because the modification falls outside of the 90 day window for the ESAVER code. How is it fair or legal to expect someone to be bound to a T&C that no longer applies to the reservation? If you change the reservation discount code you must be bound to the terms of the new code used, not the new one. Please call me and explain this to me. Also, the amount that got knocked off on cost and the amount that I owe at check in does not add up either.

  Business Response

  Date: 06/22/2024

  Good morning, 

  We thank you for reaching out to Great Wolf Resort. We have reached out to the guest to gather more information and will be happy to further assist him with his concern. We are awaiting his response.

  Customer Answer

  Date: 06/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Currently communicating with Great Wolf Lodge but do not want this complaint closed until communication is complete.
  
  Regards,
  
  *************************

  Customer Answer

  Date: 07/09/2024

  They did not offer any type of resolution, and refused to add clarification to their Terms and Conditions. Issue is not resolved.

• Initial Complaint

  Date:06/14/2024

  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.

  My family of five came to your resort this hotel is not good my kids all got hurt. All three got huge goose eggs on thier heads from the slides, cut up feet from the broken/peeling anti slip flooring in the pools, my middle child got ring worm confirmed by her pediatrician. I called and got a phone call back from a woman named ***** asking me what happened I explained everything to her while she consistently said it wasnt their fault. And that ringworm cant be Caught at a pool. Thats not what the pediatrician said. After I told her that I was taking my daughter to the pediatrician for the ringworm She then changed her tune and said she would call me back the next day. According to the rest of these complaints, you guys dont call back. The pediatrician said ringworm is very contagious and she most likely got it from wearing a life vest or being around other people in the pool. I have the doctors notes and diagnosis of ringworm.

  Business Response

  Date: 06/25/2024

  Our team at the lodge in ***************, **, has been in contact with the guest and a resolution has been reached.

  Customer Answer

  Date: 06/26/2024

  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.
  
  You didnt refund the ****** like you said you would do once I get the money and not the 0.00 like the attached picture shows Ill then except your response. 
  
  Regards,
  
  ************************************

  Business Response

  Date: 06/30/2024

  Good Morning, 

  We can confirm that our team has reached out to the guest and addressed their concerns. We have processed a refund of $200 to the card on file on 06/25/24. Please be advised that the refund may take 7-10 business days to process. If you require any further assistance, please don't hesitate to let us know.

   

  Kind Regards, 

  Sade

  Customer Answer

  Date: 07/10/2024

  [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:06/14/2024

  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.

  I stayed at great wolf lodge may1- may 5. Upon check in they did a $100 incidental hold. I never used any of the incidentals. My credit card has since been charged and *** contacted the lodge and my credit card to ask for a refund. I have a case #********. It was closed out and no one can tel me why. I have called more then a dozen times and none can or will talk to me as to why it hasnt been credited back.

  Business Response

  Date: 06/22/2024

  Good morning,

  Our team at the resort reached out to the guest and addressed their concerns. 

   

  Kind Regards,

  Arturs

• Initial Complaint

  Date:06/14/2024

  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.

  On April 29, 2024 I called Great Wolf Lodge to gift my niece ***************************** reservation, (********), $60.00. I gave the woman my Mastercard ending in 9797 and $60 was charged. She then told ne that the charge did not go through. She charged the card again. Again the charge did not go through for $60. I then gave her my **** card and she charged $60. Again she said it did not go through and something must be wrong with their system. She put me on hold and contacted Accounting. It was determined that ALL charges had gone through. The hotel then would refund my Mastercard 9797 the $****** and keep the **** charge to the niece's account. She then gave me the Case number: ********. I waited two weeks and my account was not refunded the ******. I tried contacting the hotel to no avail. Finally after a week I talked to someone at the front desk and was placed on hold then disconnected. When I called back I received a recording that the hotel does not always check the messages nor return calls. I called back several days later and talked to someone in Corporate Accounting who told me I had to talk to the front desk and transferred me to the recording. I called each week until May 28 when I found the email for customer service. They have been promising me that the hotel will contact me immediately and resolve that situation. Emails have arrived from them on May 28, June 3, June 7, and June 11. No resolution except promises. I just want my money refunded back to my credit card. The corporate accounting office said on June 7 when contacted that this was a "serious matter" and was trying to assist but nothing has happened. I have also filed a complaint with the **************************** this morning.

  Business Response

  Date: 06/22/2024

  Good morning,

  The guest was refunded $120 and contacted. This should be now resolved. 

   

  Kind Regards,

  Arturs

  Customer Answer

  Date: 06/24/2024

  [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. I received full refund on 6/23/2024. Thank you for your assistance in this matter.
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:06/13/2024

  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.

  I made online reservations at Great Wolf Lodge in ******* CA for July 27, 2023. When I got my email receipt, the location had been changed to **********, ******* and the date had changed to July 25. I immediately called the reservation number, got the reservation cancelled and rebooked at the Manteca lodge. I was told that it would take a few days to reimburse me for the Arizona booking.I was not reimbursed. I called in September 2023 to ask about it and was told that it was on it's way. I called again in October 2023 and was given the case number #********. I called again in December 2023, January 2024, March 2024, and April 2024. Each time I called, I was given an apology, and either told the refund was on it's way or transferred to another person. The last time I called, I was told that I had to talk to the **********, ******* site to get my money refunded. I spoke to a person there who told me the computers had changed and they didn't have a record of my reservation. She said her manager would return my call. It was never returned.I would just like my refund of $690.39. I don't want to have to keep calling several different people and hotels in order to chase this money down. I never booked the Arizona lodge and never stayed there. I think that the website has errors as I have booked before and found that the website would change the location on the home page based on location data.

  Business Response

  Date: 06/16/2024

  Good Morning, 
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration caused by the confusion surrounding your refund.
  
  Upon investigating, we have located the refund, transaction # ****************. According to our records, the refund of $690.39 was processed and credited back to the card used for the reservation on July 28, 2023. The delay in the refund reaching you appears to have been due to processing times between financial institutions.
  
  If you have not yet seen the refund reflected on your statement, we recommend checking directly with your bank, as they may have further details regarding the timing of credits to your account.
  
  Should you have any further questions or require additional assistance, please do not hesitate to reach out to us.
  
  
  Kind Regards,
  Sade

  Customer Answer

  Date: 06/16/2024

  [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,
  
  ***********************
  

• Initial Complaint

  Date:06/13/2024

  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 for the stay at GWL, Manteca last week on 7th June, 2024 and faced numerous issues such as below :-a) Water park water has too much of chlorine and it impacted me and my family eyes and we even informed the staff at that time but no one did anything. I understand that addition of Chlorine is necessary for the water to be clean since there are lot of people but adding the right quantity is important as extra amount causes eye irritation and skin rashes which is what has happened to me and family and few others also.b) They have parking reserved for EV/Vanpools but all the parkings are utilized by gas cars there and there is no control by the management to enforce that. Whats the point of marking the parkings for EV if the management doesnt care about enforcement. I had a tough time getting parking inside the compound even though me having an EV.

  Business Response

  Date: 06/20/2024

  Good morning.

   

  We have reached out to the guest to provide more details and have sent over the concerns to our management team. Our guest is also aware of this and that they will be contacted to have this issue resolved.

   

  Regards,

  ******

• Initial Complaint

  Date:06/12/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Review:I am devastated by the experience my family and I had at the Great Wolf Lodge. Our stay, meant to be a celebration for my autistic daughter's birthday, turned into a nightmare. The staff mishandled our room, showed disrespect, and cancelled our reservation without consent. They discarded our belongings, including my daughter's birthday cake. Despite my attempts for resolution, the lodge ignored us. This experience deeply hurt my daughter and our family. I urge the ************** to reconsider supporting a business that treats its customers with such callousness. Avoid the ******************** to spare others from a similar ordeal.-A Devastated Parent

• Initial Complaint

  Date:06/12/2024

  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.

  My child was bit numerous times by some sort of bug during night 2 of us staying here. Bites appeared to be represent the pattern of bedbugs. We filed an incident report the next morning and checked out. They said they would have pest control come check the room and would follow up with me. My son ended up in the ** the next day with an allergic reaction to the bites! He has not been allowed back at daycare until we show proof of no exposure! I have spoke to the facility everyday and they have promised to reach back out to me and dont do so! I have requested a copy of the pest control report saying no exposure and they wont get back to me! I have now missed 3 days of work because of this! I hope no other family has to experience the completely poor service and follow through this facility offers!

  Business Response

  Date: 06/15/2024

  Good afternoon,

   

  We have reached out to the guest to provide us with her reservation details and sent the concerns over to our management team with high importance. A member of our team will be reaching out to our guest soon. We also provided this information to our guest.

   

  Regards,

  ******

  Customer Answer

  Date: 06/16/2024

  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 here.

  I have already previously spoken to ****** who is one of those that said she would assist me early in the week and then transferred me to the front desk where no one could assist me! She is part of this reason I have missed an entire week of work. I do not trust that there will be follow through. I believe this needs to be handled by cooperate and not someone within the ********* resort. The management there caused this problem and should be held responsible.
  
  Regards,
  
  ***************************

  Business Response

  Date: 07/06/2024

  Good afternoon, 

  We thank you for reaching back to Great Wolf Resort and we sincerely apologize for the delay in resolving this matter. We have received confirmation from a member of the team at the lodge stating that they are communicating with the guest. Once resolved, a member of the team will be reaching out to the guest with her resolution. We appreciate your bringing this to our attention as we continue investigate this matter. 

• Initial Complaint

  Date:06/12/2024

  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 put down the required 99$ deposit and they haven't refunded my card like it was promised. I have spoken to customer service x2 and emailed them. They told me 10 to 15 business days and it has been over a month and nobody has gotten back to me or refunded the deposit. The original deposit of 99$ was on may 2nd

  Business Response

  Date: 06/15/2024

  Good afternoon.

   

  We have reached out to the guest to provide us with her reservation details and she had responded. We have sent over this concern with High Importance to our management team in our *********, ** location and a member of our team will be reaching out to our guest soon. We also provided the guest with this information.

   

   

  Regards,

  Sophia