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Business Profile

Resort

Great Wolf Lodge

This business is NOT BBB Accredited.

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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

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Great Wolf Lodge has 22 locations, listed below.

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    Customer Complaints Summary

    • 466 total complaints in the last 3 years.
    • 195 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/27/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 reservation ******** for August 9th. I received an email with a cancelation policy that said it would be $50 if I needed to cancel 8 days or more ahead of time. Today when I called to cancel due to financial restrictions I was told I would have to pay $300 to cancel, because I used a Esaver promotion code at the time of booking. My trip isn't until August 9th, so I haven't used any services provided by Great Wolf lodge that would constitue me paying them $300. I'm a single mother and I can't afford to lose that amount of money. I would like a full refund. I don't mind paying $50 for the refund.

      Business Response

      Date: 05/07/2024

      Hello Nexus,


      We thank you for choosing Great Wolf Resorts. We have reviewed your concerns submitted to the BBB and apologize for any frustration caused. We greatly value your feedback as it aids us in our ultimate goal of consistently providing exceptional customer service and guest experience. After reviewing the reservation, we see it was booked using our ESAVER promotion. This promotion's terms and conditions state that it is non-refundable. This can be found on the 'Deals' tab on our website.


      As an alternative, we can place the reservation on a one-year hold. By doing so, you will have the ability to reschedule the stay to a new date. Please note that the deposit will still be non-refundable but the new date may be at a more economical rate. There is a $25 change fee when calling in to reschedule the stay from off the hold. Please let us know if this option would work for you, and we will gladly assist you.


      Kind regards,

      Nehemiah

      Guest Communications

    • Initial Complaint

      Date:04/26/2024

      Type:Product Issues
      Status:
      Resolved
      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 arrived at 10:00Am, we were told our room will be ready by 11.We didnt get our room till 5:00PM because the representative made a mistake with our check in.The next day I found cockroaches by the food and pool area. My kids were so scared and didnt want to stay there any more. It was disgusting.None of the employees cared.I found p*** in the baby pool again no one cared. My daughter got sick from the water.The lazy river was closed the whole day.I talked to ***** the manager at the ******* location more than 10 times, she promised to refund me but she never did. When I called her again yesterday, she said there is nothing she can do. I also have a feeling once she found out I am Jewish she changed her mind.Horrible horrible experience.

      Business Response

      Date: 05/12/2024

      Good Evening, 

      Thank you for contacting us. We apologize for the delayed response. We sorry to hear you had this experience with us and sincerely apologize for any inconvenience caused. We have received confirmation from our management team at the lodge that the guest's concerns were addressed. The guest will receive a full refund for their stay. 

      The guest had booked through a third party website and made payments for the room through them. They were informed to request a refund, and once we receive the request we will approve it when the third party reached out to us for authorization. 

      In terms of onsite charges, the resort fee, which wasn't covered by HotelBeds, was refunded to the guest. They were also provided with complimentary breakfast for 5, which is valued at $88.95, and were granted a complimentary late check-out at 1pm, worth $59.99.

      All holds and pending authorizations have been released; therefore, the guest should not expect any future charges. 

      Please reach out to us if you have any additional question. 

       

      Kind Regards, 

      Sade

      Customer Answer

      Date: 05/22/2024

      [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. 

      Please let me know the time frame to expect the refund.

      And what I need to do if the refund was not done in the timely manner?!
      Regards,

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


    • Initial Complaint

      Date:04/26/2024

      Type:Product Issues
      Status:
      Answered
      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.
      THIS IS THE SECOND TIME GREAT WOLF HAS RUINED OUR SPECIAL NEEDS BIRTHDAY TRIP I HAD COMPLAINED ABOUT VACATION WISER complaint #******** WITH THE BBB. BUT IT WAS GREAT WOLFS FAULT FOR THEY DID NOT SEE CREDIT CARD AUTHORIZATION THEY FESSED UP AND SAID IT WAS THEIR FAULT GAVE ME A COMPLIMENTARY STAY FOR TWO NIGHTS ****** IN FOOD CREDITS ALL GOOD SO I PLAN MY VACATION AGAIN THEY FORGOT TO ADD MY FOOD CREDITS FOR $150 AS IT SAYS ON VOUCHER, SO I TELL THEM I DO NOT SEE MY FOOD CREDITS AS I ARRIVE, THEY ASSURED ME JUST CHARGE IT TO THR ROOM THE CREDITS ARE THERE SO I DO THE LAST DAY I GO TO THE ***** DESK AGAIN TO MAKE SURE THEY SEE MY CREDITS CAUSE I STILL DONT SEE THEM AGAIN THEY ASSURED ME THE CREDITS ARE THERE I ORDER FRIES FOR MY SPECIAL NEEDS SON WE HAVE A PROBLEM CARD DECLINED THEY SAY WE HAVE NO MORE CREDITS I GO BACK TO THE ***** DESK WITH GUEST SERVICE MANAGER **** SENSING SHE ASSURED US WE USED ALL OF OUR CREDITS I TOLD HER IMPOSSIBLE I ONLY ORDERED ***** AND SOME CANDY SHE SENT US AWAY NO CREDITS NOTHING SHE NEEDS TO BE REPREMENDED, I START EMAILING ************************* TO CLEAR THIS UP FOR SHE IS THE MANAGER WHO APPOLIGIZED FOR THE FIRST FAILED TRIP ON THEIR PART NO ANSWER NO EMAIL I ASK FOR HER THEY JUST SAY SHE IS NOT IN AND COULD NOT TELL ME WHEN SHE WORKS, SO COME TO FIND OUT MY TRAVEL AGENT GOT ON THE ***** FOR GREAT WOLF ADMITTED TO MY AGENT IN EMAIL THEY MADE THE MISTAKE AGAIN AND DID NOT APPLY THE ****** CREDITS THAT THEY PROMISED FOR MESSING UP OUR FIRST VACATION. EMAIL IS ATTACHED FOR PROOF THEY ALSO GAVE MY AGENT A CASE NUMBER: ******** AND WERE SUPPOSE TO CALL ME WITHIN *********** WITH ANSWERS? STILL HAVE NOT HEARD FROM THEM PLEASE TRY AND MAKE THIS RIGHT FOR MY FAMILY ESPECIALLY FOR MY SPECIAL NEEDS SON'S B DAY THEY RUINED TWICE NOW WE HAD TO LEAVE HOME EARLY DUE TO NOTHING TO EAT WE PLANNED ON THAT DINNING CREDIT

      Business Response

      Date: 04/28/2024

      Dear *******.

      We're reaching out from Great Wolf Lodge in response to the concern you registered on the BBB platform. We are genuinely sorry to learn about your unsatisfactory experience and we sincerely apologize for any inconvenience you faced. We value your feedback as it helps us improve our high standard of customer service and guest experience. To address your concern, we've passed on the information to our management team for further assistance. One of our representatives will contact you as soon as they can to discuss the issue in more detail. We kindly ask for your patience in the meantime.

       

      Destiny M.

    • Initial Complaint

      Date:04/24/2024

      Type:Product Issues
      Status:
      Unanswered
      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 was supposed to stay at the great wolf in ********* last May. My son ended up sick so we couldnt go. I spent 66.20$ and used 76 voyager points. They offered to hold my deposit for a year with being able to change as long as I book by 5/26/24. I contacted the lodge about booking since this location was online with people speaking about bed bugs I requested a different location. They expect us to stay at the nasty location and risk getting sick instead of refunding my money and points or issuing a credit to another location equal to that amount.They could have tried to resolve the issue however they havent. Its disappointing and my non verbal child cant tell me if something bites him I have to find out the hard way so I dont want to stay there.

    • Initial Complaint

      Date:04/23/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 were guests at the great Wolf Lodge in *************** on Saturday, April 20. We had dinner at that at the hotel restaurant where my son lost a pair of very expensive headphones. The next day we talked to the restaurant staff and they informed us that they found the headphones and turned them into the front desk staff, we spoke with the front desk, who advised us that they never received it and they dont know where the headphones are. I didnt talk to security and ask them to look at the cameras because the restaurant staff advised us that the headphones were turned in days later Im still getting no answers from them and they still have not looked at the video footage to see who took the headphones. I am pretty sure that one of the front desk staff took the headphones after they were turned into them, but they refused to look at those cameras and even go as far as to tell us that they werent turned in to cover up.

      Business Response

      Date: 04/25/2024

      Hi ******, 

      Thank you for contacting us. We apologize for the inconvenience you have experienced with us in not being able to locate your lost item. Your inquiry has been forwarded to our security team in ***************, ** for further assistance. After they review your case, someone will contact you to discuss this matter further. We truly appreciate your patience during this process.


      Kind Regards,
      Sade

      Customer Answer

      Date: 05/05/2024

      [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:04/17/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Reached out numerous of times and no one has called back in regards of this matter went with a large party and unfortunately half my party got sick and to me that a health and safety concern

      Business Response

      Date: 04/25/2024

      Good morning,

      We had reached out to the guest on 04/20/2024 to provide their reservation details for us to further assist them. We are still awaiting a response so that we may forward this matter to our management team.

       

      Regards,

      ******

    • Initial Complaint

      Date:04/17/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      Hello, I stayed at Great Wolf Lodge on 4/13/24 & the plumbing in our room did not work. Toilet wouldnt ************** head did not work. I went to the front desk because the phone in the room also didn't work. They apologized they couldn't move me to another room that was exact to the room i had (kid cabin suite) & told me they would reimburse me for my hotel stay. they said it would reflect in my invoice i receive at check out. you check out on your phone, by texting a number so upon doing that, i received my invoice email a few hours after check out & i was still 100% charged. so i called & explained, they apologized again & said i would be 100% refunded for the inconvenience & lack of communication as a manager should've spoke to me prior to checking out. i cannot get a hold of them through email about my refund & no help over the phone.

      Business Response

      Date: 04/25/2024

      Good morning,

       

      We had reached out to the guest on 4/20/2024 to provide us with their reservation details for us to further assist them. This information was forwarded to our management team on 04/23/2024 and a member of our team will be reaching out to the guest.

       

      Regards,

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

      Customer Answer

      Date: 04/25/2024

      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.

      I replied to their request not even 20 mins after receiving it. Received no reply saying it was being escalated & sent to management. I sent a follow up email & received the same reply they sent to BBB. I replied asking for a time frame I should be waiting & received no reply. Their lack of communication has lead me to reject & believe that they will not fix this. I was told at the front desk that I would be refunded hotel stay & it would reflect on my invoice at check out, that didnt happen. So I called & I was told I would be receiving a full refund, that didnt happen & now its being escalated? 


      Regards,

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

    • Initial Complaint

      Date:04/16/2024

      Type:Product Issues
      Status:
      Unresolved
      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 11/7/2023 I made a reservation with Great Wolf Lodge online for 1/1/2024, and paid the $295 down payment through PayPal. I had to cancel the trip. According to policy I had to forfeit $50 and would be refunded $245. After not receiving refund for several days I call and spoke to customer service. I was told I could not be refunded through PayPal and they would have to mail me a check, so I gave my address and info. On 1/20/2024 I received an email receipt from Great wolf Lodge showing a balance of *******, stating they refunded my money. Since this time I have spoke to customer service on several occasions and have been told I will get a call back. Nobody has ever contacted me about this issue. I never received my refund.I cancelled reservation on 12/22/23 I called and spoke to customer service on : 1/12/24 1/12/24 1/18/24 1/29/24 1/31/24 There has been no resolution or refund.

      Business Response

      Date: 04/25/2024

      Good morning.

      We had sent a follow up email to our management team with great urgency on this matter. Our management team responded stating they will reach out to the guest to collect their CC information and provide a refund.

       

      Regards,

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

      Customer Answer

      Date: 04/25/2024

      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.

      Nobody has attempted to contact me to resolve this issue. 

      Regards,

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

    • Initial Complaint

      Date:04/15/2024

      Type:Product Issues
      Status:
      Answered
      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 Great Wolf Lodge in *****, ** on 2/2/24 and paid all rates, fees and taxes in full. Later that month, the site instituted a parking fee. There was no parking fee on the date that I booked my stay. I requested waived parking at both central GWL customer service and at the ***** location since my trip was booked before the parking fee was imposed. I was told that there is no parking waiver even though I booked my stay before there was a parking fee. This is in opposition to GWL own terms and conditions. I requested a cancellation since terms and fees have changed, but they refused to change or cancel my reservation without an additional fee. The addition of fees after booking is illegal. The failure to communicate parking fees on the website is dishonest.

      Business Response

      Date: 04/19/2024

      Good afternoon,

      We have reached out to the guest explaining the cancellation and change fee policy and provided a link for them to locate this information. The parking fee was also explained. 

      Regards,

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

      Guest Communications Team

    • Initial Complaint

      Date:04/13/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 name is *****, and we are a family of 5 (2 Adults and 3 Kids), we checked on April 11th, and we enjoyed our day in the water park and get into our room at 7 PM.Once we entered the room 1027, we started hearing a very loud noise from running, jumping, and juggling coming from the floor above and it was a non-stopping noise.I called the guest services desk, and this is what happened during the night: -1- First call. the agent told me that most likely our room is located underneath the hallway, and she will send someone from the security to this area to check and the hotel policy saying that no one is allowed to play in this area after 11 PM anyway and I explained that I have 3 kids that can't sleep after a long day in the park.2- After ******************************************************************************************* she is placing a ticket to the security, then asked her to put the manager on the phone to talk to him, but she hanged up the phone.3- I called her again but she didn't answer.4- I called again, and someone else picked up the phone and transferred my call to the manager.5- The manager sent someone form security team to check the noise and once heard it, he told me that he will check upstairs which most likely a room not a hallway.6- We spent 30 mins of waiting for the noise to go away but it didn't happen.7- My kids couldn't sleep with such a noise, and we stayed awake for the whole night.8- I called the guest desk again and asked them to change the room since I didn't select the room and it doesn't make any sense to book a room in a hotel with such noise and couldn't have the option to change it, but she told me all rooms are booked which doesn't make any sense.9- then I waited for some time hopefully by 11 PM the noise will go away but it didn't happen.10- Unfortunately, we stayed the whole night waiting for the noise to go away, but it didn't happen.11- And the worst thing is the ignorance from the guest service desk in helping me in fixing my issue.I am forwarding this complaint to BBB in case I haven't heard back feedback from you about this complaint.Thanks

      Business Response

      Date: 04/18/2024

      Hi *****, 

      We're contacting you from Great Wolf Lodge in response to your BBB complaint. We're truly sorry to learn about your experience. Our goal is consistently to offer top-tier customer service and a superior guest experience, and it's clear that your experience did not meet these standards. At present, we are working in collaboration with our management team in ****************, **, to resolve your concerns. You'll be notified promptly as soon as we have an update.

      We appreciate your understanding and patience during this period.

      Kind Regards,
      Sade

      Customer Answer

      Date: 04/18/2024

      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.  For your reference, details of the offer I reviewed appear below.

      [They said that the team is investigating the issue internally and there was no time limit mentioned thats why I am not satisfied with their response.

      Regards,

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

      Business Response

      Date: 04/22/2024

      Good Morning, 

      We have contacted the guest and addressed their concerns. A full refund for the cost of their stay has been processed due to the inconvenience caused. Once again, we would like to apologize for any inconvenience the experience caused.

       

      Kind Regards, 

      Sade J 

      Customer Answer

      Date: 04/26/2024

      [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,

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

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