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

  12681 Harbor Blvd Garden Grove, CA 92840-5857

• 

  Great Wolf Lodge

  2501 Great Wolf Drive Mason, OH 45040

• 

  Great Wolf Lodge New England, LLC

  150 Great Wolf Dr Fitchburg, MA 01420

• 

  Great Wolf Lodge Southwest Florida

  3900 City Gate Blvd N Naples, FL 34117

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:06/10/2024

  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.

  Im reaching out regarding a visit on 6/9/24. First, this is my second issue Ive experienced with this organization. The room that was provided was not the room I received. When I raised my complaint to mgmt team they were very demeaning and dismissive. Additionally, I feel my party was racially discriminated against, video proof available. After reading similar stories, I feel this needs to be raised. I will also be in touch with the *** and ***** of **********

  Business Response

  Date: 06/13/2024

  Good morning,

  Thank you for reaching out to Great Wolf Resorts. We have forwarded the guest concern directly to managment at the lodge. A member of the team will reach out to the guest with futher assistance. 

   

  Kind Regards,

  ****

  Customer Answer

  Date: 06/18/2024

  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. This is not a resolution. 
  

  I waited over 72 hours to see if someone would reach out before I rejected the response. All communication needs to be written and publicly. 
  

   

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

  Business Response

  Date: 06/19/2024

  Good afternoon.

  Thank you for reaching out to us again. We are truly sorry to hear that you feel the issue at hand has not been properly addressed. We have received an update informing us that the Director was supposed to contact you. We have forwarded your feedback to our entire leadership team so we can learn from your experience and make necessary improvements. On the rare occasions that our guests have an unpleasant experience, we ensure the information gets reviewed and addressed by our internal team. This enables us to take the necessary steps to address the concerns, prevent them from happening again and provide additional training if needed. That's why your feedback is such an invaluable part of our ongoing growth and improvement. A staff member will reach out to you shortly with an update. We appreciate your continued patience during this process. If you have any further questions, please don't hesitate to get in touch, and we will be more than happy to help.

   

  Kind Regards,

   Destiny

• Initial Complaint

  Date:06/10/2024

  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.

  We stayed at Great wolf lodge on may *****. Booking was done for 4 adults and 4 kids (15, 10, 7 and 3 years old). We added breakfast to the booking for 7 [email protected] (3 year old eats for free), which should have been $110, but I was charged $372.49 on my credit card. After repeating complainants and being on phone for over 5 hours with the customer case I have 2 escalation case numbers, but both haven't been responded to.case numbers are ********, ********. Great Wolf lodge customer care is not able to see what those charges are for, and the location front desk is not responding to them or my calls with an explanation on what those charges are for?

  Business Response

  Date: 06/23/2024

  Dear *****.

  We're contacting you in reference to your recent complaint. We were genuinely saddened to learn about your experience with us, and sincerely apologize for any inconvenience caused. We greatly value your feedback as we strive to provide the highest standard of customer service and guest experience. Your complaint is instrumental in helping us to improve.
  
  We have received an update regarding your refund. Unfortunately, we are currently in a system transition period and, as such, have limited to no access to view reservation details. This has caused an issue in releasing your refund. Rest assured, we are working actively to resolve this issue and process your refund as quickly as possible. Once we have found a solution, we will reach out to you immediately.
  
  We greatly appreciate your patience and understanding during this process.

   

  Kind Regards,

  Destiny

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On upon arrival of our room, it smelt musty and moldy upon waking up the next morning. My legs and my husbands and my sons face were covered with small like bites the following day. The elevator wasnt working and I waited on my floor more than 40 minutes to go down on the elevator was completely inconvenient, I booked a cabana for two days $400 each day the first day they forgot my food. The second day they forgot my drinks cups and towels. I said some thing about the previous day about them forgetting the food and all they offered was an ice cream voucher, which my comparison , doesnt compare to a 2 L of Coke a large two topping pizza 12 chicken wings and a Caesar salad. I accepted the ice cream voucher for the server to talk to the manager and I was over it and my kids are ready to leave the waterpark. I reached out to great Wolf Lodge as soon as I returned, they emailed me back once and have not returned my email in over two weeks and included pictures

  Business Response

  Date: 06/23/2024

  Dear *********. 

  We deeply regret that you experienced this issue with us and we sincerely apologize for any inconvenience caused. Your feedback is highly appreciated as we consistently strive to provide top-notch customer service and guest experience. The information you provided has been passed on to our Management team for further assistance. You can expect someone to reach out to you promptly to delve into this matter more extensively. Thank you for your patience and understanding throughout this process.

   

  Kind Regards,

  Destiny

  Customer Answer

  Date: 06/24/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *******************************

  Customer Answer

  Date: 06/25/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:06/04/2024

  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 the GWL in ******** February 9th-11th 2024 for my daughters bday. I put a card on file so we could buy things while we were there without the physical card on hand. I was double charged for my daughters build a bear and was told once the charges werent pending I would receive my money. The charges are still pending til this day and are referenced to as reversal debit but Ive yet to receive my funds. I called the hotel, I was put on hold then told they couldnt do anything about it Id have to dispute with my bank and hung up on me! You cant dispute pending charges. Ive called corporate, put in a complaint and received an incident number. Here I am 3 weeks later still no call back or refund. My kids really enjoyed the hotel but we wont be returning due to the lack of care from the company for resolving matters for their PAYING customers! *** also put in a complaint online still no response or refund. The process is becoming tedious and ridiculous!

  Business Response

  Date: 06/22/2024

  Good morning,

  We received an update from our team at the resort that the guest was refunded for the duplicate charges and provided a receipt and updated folio. Guest was happy with resolution.

   

  Kind Regards,

  Arturs

• Initial Complaint

  Date:06/04/2024

  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 purchased 2 nights. on the first night We were charged for the room and deposit but there was a extra 50 dollars that they couldn't figure out what the charge was for. The ended up adding it to mu deposit. Than the second day we paid for the room upgrade and birthday party. But was charged 3 times for parking the second day which they were supposed to refund. Upon check out I was informed that I would receive my deposit returned within 5-7 days like usual but it has been 30 days and still I have the whole amount pending. They have not pressed anything. I stay at gwl often and on this occasion there were so many mess **** And not refunding my deposit in a month when policy is 5-7 days is a lawsuit all I am asking for is a refund or possible complimentary room for all the mistakes. Thank you I do love staying hear but with this level of problems will be my last time if this does not get resolved

  Business Response

  Date: 06/13/2024

  Good morning, 

  We're reaching out from Great Wolf Resort regarding the guest concern. We have communicated with the guest for more detail information regarding his concern. After we received the response, we have forwarded his inquiries to management at the lodge. A member of the team will be reaching out to the guest to provide further assistance. 

   

  Warn Regards, 

  Florencio 

• Initial Complaint

  Date:05/30/2024

  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.

  Date of incident: May 30, 2024 Today upon Check In to Great Wolf Lodge Grapevine!My reservation # ******** It was me, my husband, adult son and our 12 your old son on the reservation. It all basically started when we were checking in. They required a card on hold and after explaining to the front desk person her name I believe was *****, she informed us she would have to ask her manager. The manager came to speak to us his name is *******, after about 10 minutes of waiting. He comes over and explained the same thing ***** had hold us, we were talking back and forth and and ***** was smirking and laughing behind ******* back yo another clerk while both rolled their eyes. My son is autistic and he was getting frustrated and yelled out just pay it already, which they again looked at us and started laughing. Thats when I asked ***** can you please stop laughing and making smirks and roiling your eyes at us please, thats not very nice or professional to do in front of a customer, I see you doing it behind his back. ***** didnt say a word, not even apologized! The other clerk that she was laughing and rolling her eyes with told me maam please dont talk to her like that shes not doing anything! Not doing anything really, BOTH OF YOU ARE LITERALLY LAUGHING IN MY FACE WHILE MAKING SMIRKS AND ROLLING YOUR EYES!! Ive been told I am a VIP customer when I check in because we HAVE NEVER had an experience like this before! I will NEVER be back here again! I was left with anger and tears in my eyes that I would get treated like this to my face! And not just me my son, I felt discriminated as well, my son even said he was sorry and he didnt mean to say that and cause them to act like that with me. ******* told me he was the ONLY Manager on duty but after calling the number he gave me for complaints (which was the front desk lobby of the hotel) I was told there were several! This is so wrong and I honestly feel like going home/ running home!

  Business Response

  Date: 06/09/2024

  Good Morning, 

  Thank you for contacting us. We 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 your feed back in an invaluable part of that process. We have received confirmation from our management team at the lodge that the guest's concerns were addressed. If you have any additional questions, please do not hesitate to contact us.

   

  Kind Regards, 

  Sade 

  Customer Answer

  Date: 06/09/2024

  [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:05/30/2024

  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 booked a stay at the great wolf lodge and paid in full prior to arriving. I even had a $50 credit on my account. This company debited over $700 from my bank account during my stay after my 1st night. When I wake up and see the charges, I immediately went to the lobby and spoke to a manager who assured me she released the funds. Three days later and my account remains overdrawn. We left and are home and I still have not received a response. I called them more than seven times yesterday to get hung up on and told no manager was available multiple times after calling. I was promised a call back which I never received. Not only did they take more than $700 out of my bank account after I had already paid more than $1,000, but the employees working there are miserable and give bad service. They had attitudes and appeared to not want to be there doing their job for these kids. Please help me recoup my money that they took. Also, please make sure their system is legit. The manager I spoke to initially while I was still there blamed their system for the mistake. This was our second trip to the great wolf. The first one was two years and it was great. Our trip this time was a nightmare. I will never book a vacation here again and recommend others to find another place to go instead of the great wolf lodge.

  Business Response

  Date: 06/22/2024

  Good morning,

  We have received an update from our team at the resort that they have attempted to contact the guest multiple times with no success. The guest can respond to the communication they received from our team on 6/4/24 for further assistance. Please let us know should the guest not be able to get in touch. We have also sent another follow up for our team to reach out. 

   

  Kind Regards,

  Arturs

• Initial Complaint

  Date:05/27/2024

  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 purchased a day pass through the Great Wolf Lodge website for myself and my children. We attended yesterday. All seemed fine. When we got home. I noticed a $1000 charge on my account. My day pass totaled just $218! I have contacted the GWL and they made a case number. Im told they will review and it will take 72hrs. Im beside myself from being put in the negative in my account while they review. Now Im seeing this is a common problem! If this is as common as it seems. They need to FIX it. This is not a small drop in the bucket for a single mom.

  Business Response

  Date: 06/09/2024

  Good Morning, 

  Thank you for contacting us. We 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 your feed back in an invaluable part of that process. We have received confirmation from our management team at the lodge that the guest's concerns were addressed. Please let us know if the guest requires additional assistance. 

   

  Kind Regards, 

  Sade

• Initial Complaint

  Date:05/24/2024

  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.

  In February of 2024, we contacted Great Wolf Lodge headquarters via phone call. We had the representative check the status of our $500 gift card. We were told that the gift card was still active and we had a few more years to use it. On May 3, 2024, we visited the **********, ** location and attempted to use our gift card. When purchasing day passes, we were told our card was at $0. We never used the card. We were told that the funds were probably sent to unclaimed property. I don't understand how this could happen when only three months prior, I checked the status of the card and $500 was on it. I would like GWL to refund the $500 on the card, especially since I called to make sure it was active and the money would NOT go to unclaimed property before we had a chance to use it in May. Also, there is NO EXPIRATION DATE ON GWL GIFT CARDS.

  Business Response

  Date: 06/02/2024

  Hi ********, 
  
  We are reaching out from Great Wolf Lodge regarding your BBB case about a Gift Card inquiry. We're sorry to hear you had this experience with us and apologize for any inconvenience caused. Please note that while our gift cards do not expire if the funds are not used for a period of time of 1-5 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. Our gift cards are non-refundable and all sales are final.
  
  On the 02/27/24 the gift card funds were sent to unclaimed property. By law, we're only required to escheat *****%, so only the amount of $221.85 was remitted to the state of ********. This leaves a $278.15 balance. We can create a gift card with the balance of $278.15 to be shipped to you. To get the balance, you will be required to reach out to Unclaimed Property Delaware to claim the funds.
  
  Below is the information you can present to Unclaimed Property in ******** to claim the funds that were remitted.      
  
  Unique Identifier: 100199479
  Date of transaction: 04/12/2018
  State: ********
  Amount: $221.85
  
  To reissue the gift card with a balance of $278.158, could you please verify the last four digits of the card used to purchase the gift card and also confirm the shipping address? We look forward to your prompt response. 
  
  
  Kind Regards,
  Sade

  Customer Answer

  Date: 06/05/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *** And *********************

  Business Response

  Date: 06/09/2024

  Good Morning, 

  Gift cards are non-refundable, and all sales are final. Even though gift cards do not expire, by law, we are required to send any unused funds to unclaimed property. The balance of the guest's gift card has already been transferred to unclaimed property. The guest has been provided with the necessary information via email for them to submit the claim to unclaimed property. Please note, we cannot process a refund for the gift card. To claim the balance, the guest must go through the procedures set out by the unclaimed property department of the state.

  The gift card was for a total of $500. Out of this amount, only $221.85 was sent to unclaimed property. We are currently in the process of contacting the guest to verify the last 4 digits of their card on file. Once this information is confirmed, we will create a gift card for the remaining balance amount of $278.15 and apply it to their past reservation. 

  We sincerely apologize for any inconvenience caused. If the guest needs any additional assistance, please let us know. 

   

  Kind Regards, 

  Sade

• Initial Complaint

  Date:05/23/2024

  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.

  We paid in advance for 2 rooms at Great **** Lodge in ************* on Morhers day weekend. Upon arriving we were told there would be an additional nightly parking fee which we should have been told in advance. We were also charged an additional $400 on 2 separate cards for deposit. We have yet to receive $200 of that deposit. We contacted our bank they stated that the lodge is holding it manually and needs to release they claim they are not holding it that it was not real money just a hold and will not return it. They do not answer the phone we only get voicemail and no return calls.

  Business Response

  Date: 05/28/2024

  We have contacted this guest on 5/23/24 and confirmed that the authorization fell off the account.