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

  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

  1 Great Wolf Dr Scotrun, PA 18355-9000

• 

  Great Wolf Lodge

  3950 Victoria Ave Niagara Falls, ON L2E 7M8

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:05/21/2024

  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.

  I stayed at this hotel from May 18 checked out on the 2oth ( suppose to be the 21st) and was told I was getting a refund of 228, and also they wouldn't charged me 4 nights of parking when I already checked out one whole day early, and I wake up this morning with another charge on my card from them. I would like the amount on the paper the 228 dollars , and alsonfor them to STOP charging my credit card

  Business Response

  Date: 05/30/2024

  Good Evening, 

  We're sorry to hear you are having his experience with us. We are presently investigating the refund request and have engaged our management team in ***********, *******;to provide additional support. Once we have thoroughly investigated the matter, we will connect with the guest. If you have any additional questions, please do not hesitate to contact us.

  Kind Regards, 

  Sade

   

  Customer Answer

  Date: 05/30/2024

  [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:05/20/2024

  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.

  On the night of Friday, May 17th , as we were returning to our room, we encountered an unacceptable situation. There were at least ***** children running up and down the hallway on the 5th floor, engaging in activities such as playing catch, soccer, and hockey. To exacerbate the situation, several parents were sitting in the hallway, drinking and permitting this chaos to continue unabated.As we attempted to make our way to our room, the children did not move aside or make any effort to allow us to pass. Unfortunately, my 4-year-old son was struck by one of the ***** being tossed around. This was not only distressing but also potentially dangerous. Concerned for our safety and peace, I had to call the front desk to request security assistance. Security eventually arrived and instructed the group to vacate the hallway and maintain quiet. However, the disruptive behavior resumed the next morning around 8 a.m., with children yelling, screaming, and hitting the walls.This level of noise and disturbance is entirely unacceptable, particularly in a hotel where families, including infants and those seeking rest, are staying. Our stay was far from the peaceful and enjoyable experience we anticipated when we chose Great Wolf Lodge. Given the substantial amount of money spent on our room and entertainment, we expected a much higher standard of management and enforcement of hotel policies to ensure a comfortable environment for all guests.I am extremely disappointed with our experience and believe that Great Wolf Lodge failed to uphold the standards of service and hospitality it promises to its guests. I kindly request that the BBB take appropriate action regarding this matter to ensure that such incidents do not recur in the future.Thank you for your attention to this matter. I look forward to your response and any assistance you can provide in addressing this issue.Sincerely,*****************************

  Business Response

  Date: 05/26/2024

  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. A refund of the night stay plus tax and resort fee was processed on 05/24/24. The refund can take 7-10 business days to be processed. Please let us know if the guest requires any additional assistance. 

   

  Kind Regards, 

  Sade

  Customer Answer

  Date: 05/28/2024

  [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:05/20/2024

  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.

  Reservation #******** Location: ********* / **********, ** Check - In: Feb. 12, 2024 Packages: (1) Flexible Trip Option Cancellation Date: Jan 13, 2024 I cancelled a month in advance and had paid extra for the refundable option. Since the credit card I originally used had expired, I was told to wait 6-8 weeks for a refund check to be mailed. I called & chatted to follow up a few more times because after 9 weeks, I still hadn't received a refund. The next person told me my cancellation was "under review." Another person told me it was cancelled before refunding when it should have happened the other way around. On April 10th, another rep said I would be getting a call from someone who would fix the issue. I have not received any calls back. I've spent many hours trying to chase down this refund already.I previously submitted this complaint under BBB Complaint ID: ********. ********************** Wolf again promised to mail a refund check on 25 April, and a month later they still haven't sent it..

  Business Response

  Date: 06/06/2024

  Hi ****, 
  
  We're sorry to hear you are having this experience with us and for the time it took to resolve this issue. We want to inform you that we have processed a refund of $169.17 to the card on file. This was done on the 27th of May, 2024. Please note that it may take between 7 to ****************************************************** your account. If you need any further assistance or have any additional concerns, please do not hesitate to contact us.
  
  
  Kind Regards,
  Sade

• Initial Complaint

  Date:05/19/2024

  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.

  Date of transaction: May ***** Amount: $280.76 We went to the Great Wolf Lodge water park and my 1 year old son was bitted by the bed bug. I filled the complaint to the business but never got response from them.It's a indoor water park for both adults and kids.The Great Wolf Lodge has not provided any response nor shown any intention to resolve the issue.Reservation number: #******** Our room number was 6222

  Business Response

  Date: 05/28/2024

  Good Evening, 

  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 are presently investigating the matter and have engaged our management team in ************* / *******, *******;to provide additional support. Once we have thoroughly investigated the matter, we will reach out to the guest with the solution we've determined. Please let us know if the guest requires additional assistance.
  

   

  Kind Regards, 

  Sade

  Customer Answer

  Date: 05/28/2024

  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.
  
  [A few days ago, I received a call from Great Wolf. A member of their team said they would arrange for a pest control company to inspect the mattresses and carpets in room 6222. I suggested them inspect all pillows, sofa cushions, and the lobby carpet as well. They promised to contact me again with the inspection results. I'll wait for those before deciding whether to proceed with their response or not. 
  

  Thank you very much!]
  
  Regards,
  
  *************

  Business Response

  Date: 06/12/2024

  Good Evening, 

  Thank you for your response. We have completed the inspection of the room and found no evidence of bed bugs. A manager from the lodge has already contacted the guest to inform him of these results. There will be no compensation given to this guest. If the guest has further questions or concerns, please do not hesitate to reach out.

   

  Kind Regards, 

  Sade

• Initial Complaint

  Date:05/15/2024

  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 have spoken with great wolf attempting to resolve the issue so I am going to enclose the responses sent since my last complaint to you all that is still left unresolved. They have since made a reservation after emailing me to make one they did it for me and that I didnt request this and still are keeping my points and money. I would not have made another reservation to the same location I said has bed bugs. This makes no kind of sense at all. Had I not been booking for another location I wouldnt have known this.

  Business Response

  Date: 05/21/2024

  We have reviewed this case and found the following. The guest called last year on their arrival date wanting to change the dates due to the ******19 pandemic. However, they were not satisfied with the new rates or the change fee. When they inquired about a refund, the agent stated it would be non-refundable. The agent then offered to place a hold on the deposit and repeated the conditions twice, emphasizing the change fee, non-refundability and that the rates were not guaranteed. The guest responded with obscene language, stating they wouldn't mind causing a health risk at the lodge rather than paying any fees. The agent put the call on hold and consulted a supervisor who approved waiving the change fee. The guest agreed and a hold was placed on their reservation last year.
  
  This year, the guest changed their mind, citing reports of bedbugs and expressing reluctance to visit the hotel. The agent explained our approach towards bedbugs and provided the option to book a new location, which would allow for a refund. At this point, the guest alleged that we had made a new reservation for them which was not the case.

• Initial Complaint

  Date:05/12/2024

  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.

  we stayed at great wolf lodge on friday night, may 10th & saturday night, may 11th. we paid $231 plus a lot of resort feed and taxes for friday, and the did end up comping saturday but we still had to pay the resort fees and taxes. im pretty sure the first night the burger i ate gave me food poisoning, i was puking all night about 2 hours after i ate the burger. i felt okay finally the next afternoon after puking nonstop. and then we go back to the room and our 18 month old is playing with window curtains and we look to see whats om them and it looked like blood and f**** that my son had already been touching. we reported that, and the fact our bathroom smelled like pee from the second we walked in the door. they said they came and changed it, and we came back to the dame nasty curtain. so they upgrade our room, and this room we find toenails, hair, what appears to be pubic hair, eyelashes, a piece of something (that i threw on the floor before looking closer at the sheets). then our other bed had hair in it as well and weird stains. ALSO there was mold along the entire top of the shower curtain. i have autoimmune issues *********** as well) and this triggered them and made me puke.

  Business Response

  Date: 05/12/2024

  Good Evening, 

  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. The guest was provided a refund of $843.70 for the room stay, they will only be charged for any additional room charges inquired. The refund can take 7-10 business days to go back to the card. Please let us know if the guest requires additional assistance. 
  

   

  Kind Regards, 

  Sade

• Initial Complaint

  Date:05/04/2024

  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.

  Here are the details of my transaction:Reservation #: ******** Checkin date: Fri, May 3, 2024 Checkout date: Sun, May 5, 2024 Room Type: Loft Fireplace Suite I had reserved Loft Fireplace Suite with extra bathroom. When I went to get my room on 3 May, I was given Loft Fireplace Suite with NO Extra Bathroom, I checked with the manager about it and he mentioned that is what I had reserved. I checked my online reservation and showed him the email which shows what room I had reserved, there was never mention of "Loft Fireplace Suite with NO extra bathroom"The manager insisted that in his reservation system it shows Loft Fireplace with no extra bathroom but he did not show me his system but repeated like a parrot, he gave what he saw and is not believing in the email which shows no mention of "NO EXTRA BATHROOM"He mentioned there is one more double bedroom and I need to pay double bedroom charges because of that.This is the greatest online ripoff scam I have ever seen when customer does not get what he asked for even after the email shows what I requested for.I felt cheated because of this and I had guests traveling from ***** to visit GREAT WOLF and they also had very bad experience because of this. ALL 6 people had to share one bathroom for no fault of ours.

  Business Response

  Date: 05/19/2024

  We received communication for our team at the lodge that contact was made. The concerns were addressed and a solution was identified. A one night compensation was offered. The refund has been processed and a new receipt emailed.

  Customer Answer

  Date: 05/20/2024

  [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:05/03/2024

  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 made reservation at wolf lodge for *** 1-2,for my Gbabies birthday . We had to incidents so I will write another complain . My daughter purchased tacos with her Apple paid , I order them through my room. My daughter , 9 month gbaby, 5 yr old , her BF my disable daughter who suffers from seizure legally blind ALL got food Food poisoning . I have a ** report who confirm it was poisoning as my disable daughter had to be transported to the ** for throwing up and diarrhea. Which puts her at HIGH risk for seizure as she was dehydrated. I spent all night calling front desk as my older daughter continue nonstop throwing up . We had to call the ambulance . They told us we would get reimbursed for our stay and food. In the morning we were informed since we did it to Groupon we couldnt get reimbursed. So the adocity for them to think that 32 dollars compensated all the pain suffering went through is absurd. I had a 199 purchased that they could have reimburse us or an another day with no charge .

  Business Response

  Date: 05/13/2024

  Good Evening, 

   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 are presently investigating the matter and have engaged our management team in ********** / **********, ** to provide additional support. Once we have thoroughly investigated the matter, we will connect the guest with the solution we've determined. 
  
  If you have any additional questions, please do not hesitate to contact us.

  Kind Regards

  Sade 

• Initial Complaint

  Date:05/01/2024

  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 am extremely disappointed in Great Wolf lodge, not just for the experience but also the lack of care to our experience and disregard. I paid cents away from $800. There were many issues, but the one issue that has me writing this is the fact that I paid our hard earned money for my daughters birthday at a place thats 10 minutes from us simply because this was her wish. We stayed in a room with absolutely no hot water. I contacted an attendant multiple times to make them aware of this issue. I was told someone would be by shortly to fix the issue, over an hour went by no body came. My kids were so tired, sticky and dirty and had to take a freezing cold shower simply because this issue wasnt a problem for them. I was so ******. I couldnt believe I was staying at a place for almost $800 and no hot water to bath. This is disgusting and absolutely a disgrace. For my troubles they offered us breakfast. I couldnt believe the fix for this was a free breakfast. Then even getting this was several different conversations due to lack of communication between staff. Just woke up to more headache and frustration. How can a company this large think it was okay to have rooms with no working hot water? I was sent an email to leave my review. At the end of the review I was asked if I would like management to reach out to me. I opted for this to happen and of course, in what seems to be the way they solve issues, ignoring you, was how this was handed. Till this day no one has reached out. I would never stay at a low end hotel or motel but after this experience I truly believe I would have at the very least the bare essentials one needs like bathing for hygiene reasons to be given at the lowest hotels before Great Wolf lodge. Absolutely disgusting. Great Wolf lodge how could you? How is this okay? Worst part- after searching reviews I read several others that mentioned the same exact issue. Not just the no hot water but also the company ignoring the issue and never showing up.

  Business Response

  Date: 05/14/2024

  We have forwarded this to our Management team at the lodge in *******, **, for a resolution. The message below was emailed to the guest. We will follow up with the resolution.
  

  Hello *********,
  
  We thank you for choosing Great Wolf Resorts. We have received your concern submitted to the BBB and apologize for any frustration caused. To resolve this issue, we have forwarded it to our Guest Relations team in *******, **. A representative from that team will contact you to discuss this further. We appreciate your patience during this process.
  
  Kind regards,
  Nehemiah

• Initial Complaint

  Date:04/29/2024

  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.

  The employee staff at (******************* lodge Scranton pa Pocono lodge) the most rudest disturbance to customers. They wouldnt let my family get tubes for the rides or food vendors they avoided us and kept moving on to other customers and would repetitively do it over again exspecualy the attitude as if we didnt matter with nasty attitudes after patiently waiting and being so kind to them the whole trip. I will never stay at this lodge ever again exspect from the experience I had after affording such a stay for fun and support to be a thrilling adventure for little kids the worst vacation trip I had with place. I deserve a refund for this horrible experience with your staff and not being able to enjoy the resort and water park rides.

  Business Response

  Date: 05/06/2024

  Good Evening,

  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. They were also given complimentary day passes to return to the lodge. Please let us know if the guest requires additional assistance. 

   

  Kind Regards, 

  Sade

  Business Response

  Date: 05/06/2024

  Good Evening,

  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. They were also given complimentary day passes to return to the lodge. Please let us know if the guest requires additional assistance. 

   

  Kind Regards, 

  Sade