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

  2501 Great Wolf Drive Mason, OH 45040

• 

  Great Wolf Lodge New England, LLC

  150 Great Wolf Dr Fitchburg, MA 01420

• 

  Great Wolf Resorts, Inc.

  4600 Milan Rd Sandusky, OH 44870

• 

  Great Wolf Lodge

  549 E Rochambeau Dr Williamsburg, VA 23188

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:04/13/2024

  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 feel like this company is using unethical bait and switch marketing tactics. I received an email to get a good deal, I spend 20 minutes and had issues, I called and a representative told me he seen the same price but there was a glitch. So they are not upholding their advertising price and doing a bait and switch to where I had to waste a hour of my time to try and get this completed.

  Business Response

  Date: 04/26/2024

  Good afternoon,

   

  We have reached out to the guest and informed them we are able to honor the rate of $210, plus taxes and fees for a future booking in 2024 between Sunday through Thursday. 

   

  Regards,

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

  Customer Answer

  Date: 04/26/2024

  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.
  
  [That price was originally for a holiday that was throught the weekend.  There is a call document with your customer services stateting they cant give me that price even though it is the price that is online. I feel that price should be for the weekend or discounted if it is throught Sunday through Thursday.]
  
  Regards,
  
  *************************

  Business Response

  Date: 05/02/2024

  Hi *****, 

  We appreciate your response. We have looked into the rates available during the ***** sale from April 10th to 14th, 2024. Unfortunately, the promotional rate of $210, including the resort fee, was not available for booking and the promo code has since expired. However, we're happy to honor this rate for a future stay in 2024, valid for any Sunday through Thursday, excluding holiday periods. Please note, we will be waiving the resort fee as a courtesy but taxes will still be applied.
  
  To take advantage of this offer, please respond to the email we sent with your preferred stay dates and include the number of adults and children in your party, as well as the ages of the children. We once again thank you for reaching out to us and providing feedback that will help us further improve our customer service and overall guest experience. 
  
  We look forward to hearing from you soon!

  Kind Regards, 

  Sade

   

• Initial Complaint

  Date:04/13/2024

  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 understand that corporate recently purchased the *********** location and while I am excited about some of the changes and upgrades there is one that is sitting bad with me. Parking.The *********** location has ample parking, there are no other business nearby that interfere with your guest experiences. The current excessive resort fee should cover parking.Please reconsider your guests and stop nickel and diming our families.

  Business Response

  Date: 04/18/2024

  Good evening, ****.

  We thank you for choosing Great Wolf Lodge. We are reaching out regarding your recent inquiry submitted to the BBB, while the parking fees are commonplace at many hotels and resorts, we initiated our parking fee to complement several investments to enhance vehicle security further by helping regulate access to our resorts' parking areas. Please contact us with any questions or concerns; we will gladly help. 

  Regards,

   

• Initial Complaint

  Date:04/11/2024

  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.

  Great Wolf Lodge, ****** ********, took my debit card number to pay for parking. After we went for the day on our day passes we bought through Groupon, Great Wolf Lodge proceeded to charge my debit card multiple times now totaling $454.26 in fraudulent charges. I am unable to get through to someone who can resolve this. I am able to talk to representatives of Great Wolf Lodge, but they keep telling me that someone at the actual location in ****** needs to resolve this. I am unable to get to anyone at the ****** location who can take care of this. I have been run around in circles on the phone through menus, I've been hung up on, and I've been told it's not possible for me to call them directly. I have no other way of resolving this.

  Business Response

  Date: 04/18/2024

  Good Morning, 

  We are contacting you from Great Wolf Lodge in regard to your complaint lodged with the Better Business Bureau. As of 04/11/24, we have processed a refund of $350.28 for reservation number ******** and another of $103.98 for reservation number ********. We have also forwarded an updated folio for both of your reservations. Please note refund can take 7-10 business days to process. 
  
  We sincerely offer our apologies for taking so long to address your concerns. If you have any additional questions, please don't hesitate to contact us, and we will be more than happy to assist you.
  
  Kind Regards,
  Sade

• Initial Complaint

  Date:04/09/2024

  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 April 7th 2024, I along with my child, niece, mother and sister, visited The Great Wolf Lodge in ********. This was our first time visiting the resort. Everything this far was great until we entered the cabin. The room was so dirty and half cleaned that I was taken aback. There was lipstick left on the counter, trash on the floor the bed had pubic hair and debris from God knows what. I had to call to the front desk and wait to have the entire bed redone by house keeping. That took up time from my child and niece going to sleep. I was so disgusted by the upkeep of the room let alone the floor the suite was on. My family didn't get the full experience due to discrepancies with the room. We're creating memories and this was ruined due to the lack of employees to clean the facility. Being a nurse as all of us are in my family just cringed our soul. I would the situation to be handled better than comping breakfast. I can get breakfast anywhere. My child and niece experience is the problem I would love corrected. I will not leave a bad review because it's classless, I will give the business time to make the situation better. Thank you so much in advance.

  Business Response

  Date: 04/20/2024

  Good afternoon,

   

  We had reached out to the lodge to further assist the guest and we had also provided this information to them. Our lodge did respond with the following: " We have reached out to this guest via email and spoke with this guest on the phone. During the guest stay we provided complimentary breakfast and a family activity due to the cleanliness issue experienced. We have spoken with this guest via phone on and offered a return discount voucher at 60% off. " The issue has been dealt with.

  Regards,

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

   

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited great wolf in **********, ** on March 8, 2024 and checked out march 9, 2024 I knew they required an incidental hold of $115! a night. So I was charged $115! Well it April 3, and I still have not received my money back from the incidental hold . I have called great wolf about 10 times they keep giving me the run around and I also went back on 3 occasions and they said they reassured me that the money was returned, but it clearly has not! My bank cant dispute the charge due to it still saying pending! Now I am calling and leaving emails and no one is returning my calls. I spoke to several supervisors and they all keeping saying different things. I would like my money back.

  Business Response

  Date: 04/04/2024

  Dear *****.
  
  
  We deeply regret that your experience with us did not meet your expectations and we sincerely apologize for any inconvenience caused. Your feedback is invaluable to us because our goal is always to provide top-notch customer service and an exceptional guest experience. We have forwarded your comments to our Management team to help rectify the situation. Once we have more information, we will be in touch with you. We greatly appreciate your patience during this time.
  
  
  
  
  Kind Regards,

  Destiny M.

  Customer Answer

  Date: 04/04/2024

  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 

  this problem has been ongoing since March 8,2024! And this is the response I always get from Great Wolf. They said they will fix it and be in touch and they never get back in touch with me. I have a email from the manager from Great Wolf. She was supposed to return my call she never did and I sent an email also to the manager as well and she never responded to my email. And apparently I am reading some of the Great Wolf reviews. This has happened to several of people. So I am not satisfied, and I am greatly upset that no one is doing anything about it! And I tried to call yesterday and today and ** still getting the same response Wait 7 to 10 business days and I will be refunded that was long time ago! 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:04/02/2024

  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.

  Great Wolf Lodge *************, ******* Gift card purchased online Friday December 1st, 2017 - went to redeem and was told that it was already redeemed the day it was purchased. This was an online order that was shipped and not received in the mail by the time it was used. *********** takes several days to deliver (does not work on the weekend for letter mail) and therefore I did not have the gift cards by the time it was redeemed (please see *********** Timeline attached). I asked several times for a manager to contact me, but I am getting the run around and the story continues to change. I was told it was an in person order even though I have the mailed envelope dated December 2nd (attached). Bottom line is that the gift card that was mailed to me had a balance of $0 because it was redeemed in house before I received it. Please see timeline and all notes attached in a PDF below (space will not allow all of the details).

  Business Response

  Date: 04/20/2024

  Good morning,

   

  The guest has already been in contact regarding this issue and we have forwarded the information to our team in our *************, ON location to further look into this. 

   

  Regards,

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

  Customer Answer

  Date: 04/27/2024

  [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.  Interestingly, I should note that the manager never did connect with me. He called once and left a voicemail and said if I "wished to discuss" to call him back but did not leave a last name or extension. I called back twice and he "was never available." The person that answered the calls continually put me on long holds (clearly to speak with him so he just wasn't available to speak with me), but they did make it right and refunded me the $100.
  

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

  
  

• Initial Complaint

  Date:03/30/2024

  Type:Customer Service 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.

  On March 26,my guest checked in. I owed ****** balance. They then said I had to give a 100$ damage deposit. Today is March 31. They withdrew ******$ 4 times. They owe me 696.22$ for withdrawing excessive times from my account. Ive emailed. Texted. Was given a number to refer to my case. Was told Id get an email. Not one word from them. Case # ********. Reservation # ********.

• Initial Complaint

  Date:03/30/2024

  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.

  Contacted the business several times most recently on Wednesday, March 27 and each time I am advise that a manager will call back and assist. I visited the resort back in Nov 2023 and my room was not ready and i had to wait four hours for a room to come available. I spoke with the front desk and they gave me a $150 credit food and drinks while I wait but because I didn't get my room until 8pm they gave me credit for the room that night so there would have been no charges from me. Basically the same was free.. I advise them that I was leaving first thing in the morning and did not see myself coming back to utlize the food credit. I asked if any remaining credit would be charge back to my credit card or in a form of a refund check and each time they stated yes. It is now March 2024 and I've made several attempts to speak to someone and i'm either transferred around or promised I would get a call back. Six months later I have not received my credit for reservation number 36028679.It appears on February 2024 they adjusted the account again and took away the credits they had provided. I did not get any response from the resort about any adjustments being made or that they would take away the credit. I recently called this past wednesday and got no information. I am requesting the original credit i was advise.

• Initial Complaint

  Date:03/29/2024

  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.

  Got a promo code from Great Wolf lodge code AN240412 which should save me 50% off.Inputes the code and not even close.Contacted Great Wolf Lodge and was told that they couldn't do anything.Asked to speak to a manager and the representative never connected my call just said the manager said the same thing we can't do anything.My family live coming to Great Wolf Lodge but after this I don't think we will go again.

  Business Response

  Date: 04/11/2024

  We have already reached out to the guest and is currently working with them to book a reservation at our best available rates. Please see below the email that was sent to the guest. 

  Hi Vadim, 

  We are contacting you from Great Wolf Resorts regarding the concern you lodged with the BBB. We're sorry to hear about your experience, and we're more than willing to assist you with any future reservations. Please note that the promotion code offers up to 40% off single night stays and up to 50% off stays of two or more nights. These rates are valid for Standard Suites only, with additional charges applying for other suite styles.
  
  Currently, we have the Family Suite available for the dates of September 5th, 2024. The rate before taxes is $119, and after tax, it is $147.89 when using the provided promotional code. However, if you add another night and check in on September 4th for two nights, the rate would be $99 before taxes and $152.89 after taxes for each night. Please note that these rates are based on four guests' occupancy. You have the option to add two more guests, but there will be a fee of $50 plus tax per person per night.
  
  Also, note that our rates and availability are not guaranteed beyond this email, so please let us know which dates work best for you as soon as possible. We look forward to your response. If you need to contact us, you can reach us at ************.

   

  Kind Regards, 

  Sade

  Customer Answer

  Date: 04/13/2024

  [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 will work with Great Wolf Lodge and hopefully they will help me.
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:03/28/2024

  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.

  We stayed at great wolf lodge in the *******. I have multiple concerns but my biggest are the health code violations that they are going against. My family and I stayed and decided to have dinner in the buffet. It came to dessert time and my daughter told me not to get any dessert I asked why and she told me their was bugs in the cake. I had to look for my self and low and behold they had bugs and Flys in the food. They really need to have a health inspector sent to their location. We went to go and use the elevator and they had placed a yellow wet sign over the throw up instead of closing down the elevator and cleaning it up. It was still not cleaned after a few hours. They also had the whole bottom level of the building filled with a party that their was no way around to get to the different places in the building if their was a fire their would be a serious issue. I don't really care the fact that the nickel and dined us I am more concerned for others safety in this establishment.