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

  1 Great Wolf Dr Scotrun, PA 18355-9000

• 

  Great Wolf Lodge New England, LLC

  150 Great Wolf Dr Fitchburg, MA 01420

• 

  Great Wolf Lodge of Concord

  10175 Weddington Road Ext Concord, NC 28027

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:03/03/2024

  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.

  Stained torn up carpet. Broken toilet, broken refrigerator. This is a one-star hotel. Two star at best, completely false advertising.Loud party in the room above us, rude obnoxious security guard when I tried to address the situation.

• Initial Complaint

  Date:03/01/2024

  Type:Product 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'm writing as we have not yet received the promised refund amount of $72.26 ($32.26 - Towel Fees, $40 for room "Upgrade") for our stay on 8/26-8/27 over 3 months ago.We have stayed and enjoyed Great Wolf Lodge numerous times without issue, until this last visit.As a reminder, there was a lengthy list of things that went wrong.- Our room upgrade was misrepresented. We paid extra after being told we could get a main level floor (we were later told this doesn't even exist).- Thermostat/AC was not working - room was in the mid 70s most of the stay, despite being set to 67 degrees.- AC unit was extremely loud when it kicked on, whick kept waking everyone in my family up all night long (all 4 kids and 2 adults).- The Ice machine wasn't working on our level, had to go up 2 levels to find a working one.- Several slides were closed (same slides as the previous stay, unfortunately)- We were charged for 6 towels after being told everything was good and there were no outstanding towels on our room by the towel attendant.We originally requested these refunds through the chat assistant the morning after our stay. The refund was promised but never received.I also called the hotel 2 weeks after the stay to confirm the refund was still coming, they said it could take another several weeks for it to show up on the card. I then filed a complaint through a "contact us" section on their website in December which included all of the above information and refund request but never heard from anyone either via email, call, or text.It has now been over 6 months since our stay and we have not heard back from anyone or received any type of refund, apology, or compensation regarding our stay.

  Business Response

  Date: 03/15/2024

  Good afternoon, 

  We have received your complaint. We are unable to locate a reservation under your name. Please provide us with your confirmation number so we may procced with the research. 

  Customer Answer

  Date: 03/18/2024

  Attached picture of response provided on Friday, 3/15.  Replying within BBB complaint here to prevent the claim from auto-closing.

  Requested Details:

  Reservation #********
  Aug. 25, 2023 - Aug. 26, 2023
  *********** / ***********, **

   

  Thank you,

  *****

   

   

  Business Response

  Date: 04/04/2024

  Dear *****.
  
  
  We sincerely apologize for the inconvenience you've encountered, and it is deeply regrettable that you had to deal with this situation. Your feedback is incredibly valuable to us, as it supports our ongoing efforts to improve customer service and the overall guest experience. We appreciate your raising this issue, and as a result, we have passed along your concerns to our billing department and management team for a swift resolution. We promise to keep you informed of all developments. Your patience in the meantime is greatly appreciated.
  
  
  
  
  Kind Regards,
  Destiny M.

  Customer Answer

  Date: 04/08/2024

  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.
  
  Your response indicates that the resolution is still pending.  I do not understand why BBB is requesting I accept this as a resolution.  The issue is not resolved, and Great Wolf Lodge has not offered any sort of resolution or timeline of resolution.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/28/2024

  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.

  The company is engaging in deceptive marketing practices and not honoring prices they offer on their website. They offered a promotion with a promo code LEAP. When you click to book they show you one price. Once you go through all the steps, they say the price they quoted was no longer available. However, if you start the **************** again, they show the same low original price and then jack it up again once you get through the process.

  Business Response

  Date: 03/15/2024

  Good afternoon, 

  We sincerely apologize for any inconvenience this may have caused. Kindly be advised that we cannot honor rates until they are locked in as they fluctuate continuously and are never guaranteed. Rates are locked in and finalized upon submitting payment and will not change after the first night's deposit, plus taxes and fees, is processed. The rate may change before completing the payment since our rates gradually increase until rooms are sold out. 

  Customer Answer

  Date: 03/18/2024

  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.
  
  As a frequent traveler for work, and one that books a significant amount of travel for others, I, more than most, understand dynamic pricing. If this was simply a case of demand rising and therefore prices increasing, I would not have wasted my time filing a claim.
  
  However, it is disingenuous to show one rate throughout the entire booking process and then, once "submit payment" is selected, deliver a message that says the price has increased (significantly), when, if the consumer starts the **************** again, they are shown the same low rate they began with. If the prices had indeed gone up due to demand, when the consumer starts the process over they would see the new increased rate. When an increased rate is only shown after "Submit Payment" has been selected each time, that is no longer dynamic pricing, it's misleading advertising, which is why I filed a claim.
  
  Regards,
  
  ***********************

  Business Response

  Date: 04/04/2024

  Hi ******, 
  
  We are reaching out to you from Great Wolf Resorts regarding the concern you lodged with the BBB. Our rates fluctuate based on availability. Given that the Leap Year Sale is one of our largest annual sales, suites are booked quickly, resulting in corresponding price changes. We always advise our guests to book as soon as possible because the rates are subject to change and can only be guaranteed once you have made your deposit payment and completed your reservation. We are unable to honor rates until they are locked in.
  
  Please feel free to reach out to us if you have any further questions and we will be happy to assist you.
  
  
  Kind Regards,
  Sade

• Initial Complaint

  Date:02/26/2024

  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.

  Unfortunately, we must have the worst luck. I started vomiting and spent all night on the toilet the night before our trip. When I called to move our reservation, the individual said it would be $50 charge to change dates. Now, I understand why this is not in place. You wouldnt want everyone to be changing dates just because. But STOMACH flu?? How in the world could I control me getting sick? And why would you rather me still make the ************ up/crap all over your resort? He assured me that they could not waive the fee multiple times. Not to mention this individual got annoyed with me when I mentioned price matching Groupon. I will never understand the less than accommodating customer service when youre already paying decent $$ for this resort, and we will not be going again.

  Business Response

  Date: 03/07/2024

  Dear ****, 
  
  We thank you for choosing Great Wolf Resorts and sincerely apologize for any frustration caused.  As the reason for changing your reservation was due to a major illness we have waived the change fee and credited your deposit balance the ***** initially charged for changing.  An updated confirmation email has been sent to you reflecting the new deposit balance. 
  
  We look forward to welcoming you and your pack soon. 
  
  Thank you. 
  
  All the best, 

  ******** 

  Quality Specialist

• Initial Complaint

  Date:02/23/2024

  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.

  Very upset I booked my reservation in November no where on it does it say anything about the parking fee. I didnt not agree to it when I made the reservation we stayed two nights and come all the time they said it happened in October well we were here in November and nothing was said or had posted about it. Im beyond upset about this random expense right when we walk in. I want our kk eh back for the parking as I didnt okay it or was made aware of it.

  Business Response

  Date: 03/15/2024

  Good morning, 

  We have received this complaint and are working with the team at the location to resolve the issue. We have responded directly to the customer as well. 

• Initial Complaint

  Date:02/20/2024

  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.

  Went online on 2/11 and booked a day pass. I have been there multiple times prior to going today. Establishment added parking that needed to be paid at time of arrival. This started today per multiple associates. This was never stated nor was there an email sent out to let people know. Tons were ****** when they got there. It was only $14 so it wasnt a big deal.. but there should have been a heads up to all the people that came today. Also the app only lets you pay for 24 hours, but the day ticket is for 10 hours. No prorate. Then I got charged a hold on my credit card after I came home. I did not have a room. Brought my towels. But they still put a room hold on a day ticket? Very unprofessional and basically a bait and switch as when I signed up on line it clearly stated the details and what the balance was $0. Will not be back and will wait but this reeks of a class action lawsuit for the multiple additional charges that were not stated upfront.

• Initial Complaint

  Date:02/19/2024

  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.

  I want a refund or even a partial refund. The only nice thing about our stay was the staff. Very friendly and tried to help, but the facility itself was terrible. When we got to our room it was nice at first until we started trying to settle in. The beds were awful and mine had a huge pee stain on the protective pad which is absolutely disgusting and with nothing but a sheet between me and it. That is unacceptable. That protective cover should have been removed and thrown away and replaced with a new one. And then we tried watching ** but the speakers were blown out and making a loud buzzing noise that got louder as you turned up the ** so you couldn't even hear the ** over it. And the thermostat was broke and wouldn't turn on. So I asked for a new room which we got but it was just as bad as the first room. The second room the beds were still awful and we were put in a joint room with a bunch of kids next door running around and screaming. The ** didn't work and wouldn't load ******* which is all we wanted to do, went from one room that's ** we couldn't hear anything over the buzzing to not being able to watch anything at all and the thermostat was broken in this room also. We ended up leaving and going home for the night because we only live 14 minutes away but wanted a little get away but turned into a nightmare instead. And then we came back in the morning so we could at least use the pool and it was so crowded we could barely get in the wave pool, but we finally managed to get in after about an hour a kid peed in the pool who was right next to us and some older kids started shouting that he peed in the pool and the kid was obviously embarrassed but no one did anything nor did they close the pool but we got out and left along with the group of people who were around for the incident. We left and felt disgusting and immediately went home and showered. It was an awful experience for something that was supposed to be a relaxing getaway.

  Business Response

  Date: 03/15/2024

  Good morning, 

  We have received your complaint. We are working with the team at the property to resolve this issue. We have attempted to contact the guest directly; however, the email was returned as undeliverable. 

  Customer Answer

  Date: 03/18/2024

  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.
  
  I would like to note they never tried to contact me and them saying they tired has to be a lie. I emailed them 3 times and I sent them an email directly from my email all I they had was hit reply. I also received an email from an automated system from great wolf lodge saying thank you your inquiry and someone will reach out shortly, so if the automated system could email me, they have the right email which means them saying the email was wrong and returned to sender is false. They never attempted to reach out.  
  
  Regards,
  
  *******************************

  Business Response

  Date: 04/04/2024

  Dear *******, 
  
  We are contacting you from Great Wolf Resorts in response to the concern you submitted to the BBB. We sincerely apologize for any frustration or inconvenience caused. This does not reflect the level of service we strive to provide to our valued guests. Please know that we are taking all necessary steps to address your concerns and aim to ensure the satisfaction of our guests. Your feedback is crucial in aiding us to make necessary improvements to prevent such incidents in the future. 
  
  We wish to inform you that a full refund of $257.58 was processed to the payment method on your file on March 7, 2024. We sincerely regret any discomfort or displeasure caused. If you have any more questions or need further assistance, please do not hesitate to contact us. We are more than willing to help.

  Kind Regards

  Destiny M.

   

   

• Initial Complaint

  Date:02/18/2024

  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 approximately 11/16/23 via online, I reserved a hotel room at Great Wolf Lodge Waterpark for 11/24/23. Im a single parent/Father and my 9 year old Daughters birthday is November 25. I planned to take her there for her birthday. My Daughter tested positive for covid and I could not take her to the waterpark as planned. I called Great Wolf Lodge and couldnt get through. I was charged $265 in November 2023. I called Great Wolf Lodge in December 2023 and was told no one could help me as I needed the confirmation number which I could not find in my old email address ************************** I called my bank Chase and informed them of the situation. They placed a hold on a charge of $119 from Great Wolf. I called Great Wolf customer service in January 2024 and February 2024 and the representative was able to find my reservation with my phone number *************). I was informed within a week, a Supervisor would review my request for refund of $265 and $119 or consider giving me a credit for money spent for the reservation which I did not get to utilize. On 2/13/24, ***** bank alerted me that the $119 hold was removed and the funds were released to Great Wolf. Im hoping BBB can help me explain my situation. I know I made a reservation, could not attend due to my Daughter being sick and hope to be granted a refund of funds spent or be issued a credit at the Great Wolf Lodge to be used in 2024. I am a return customer to ********************** Wolf. I visited once in the past. Thank you in advance for your help.

  Business Response

  Date: 03/15/2024

  Good morning, 

  Thanks for reaching out. We have received your complaint and are working with the team to provide a resolution. 

• Initial Complaint

  Date:02/14/2024

  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.

  My family and me we spend a night in Great wolf Lodge, I think there is a cleaning issue for this hotel because during the mid night my whole body was super itchy and my sons as well. I think there is bed bugs . I have fill the complain about that , but they dont have any answers for me

• Initial Complaint

  Date:02/10/2024

  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.

  Our party booked 4 rooms, I had 4164 which is a ********************* den and also 4127. The other 2 parties booked a ********************* den with a connecting room with queen ***** also on the 4th floor. My 10 year old son who has autism was stopped at the pool entrance cause he didn't have an adult but he did have a 15 yr old cousin with him. The 15 yr old was allowed in but my son was not, nor was a supervisor called, even after the employee was told all the adults were inside the pool area. We finally went down and talked to the aquatics mgr and assured us it wouldn't happen again. The next day, the same employee stopped my son, who was with the 15 year old again but the mgr we talked to the night before was there and over heard it. We understand the policy and appreciate the safety precautions set in place for our kids. However, when this employee stopped my autistic son, several times, with the other kids in our party, he did not follow policy and call for a supervisor to ****** my son into the pool area, at ANY time to find me or any other adult that was with us. This left my son alone and anything could of happened to him. I complained several times to 3 different people, telling them we spent alot of money for this trip and even purchased an additional unlimited attractions pass and my son just wanted to go home. He didn't even want to swim anymore cause of all this. No one listened to what I was saying, I was given 100 off our next visit, that was it. This employee didn't follow procedure by not calling for a supervisor, just had my son & the other kids in our party get out of line and walk off. This is unacceptable, we always go there for 2-3 days at a time, we book several rooms/suites and this is the only time we were treated poorly and 100 off a future stay is supposed to make it better? Our stay was Feb5th, 2024- Feb 7th, 2024.

  Business Response

  Date: 02/21/2024

  Dear ***, 

  We thank you for choosing Great Wolf Lodge and apologize for any dissatisfaction encountered during your stay.  Our Aquatics Director has advised they have tried reaching out to you but have not yet been able to reach you and has left a voicemail with their contact information.  We kindly ask you reach out to them at your earliest convenience. 

  We hope to welcome you and your pack back soon. 

  Thank you. 

  All the best, 

  ******** 

  Quality Specialist

  Customer Answer

  Date: 02/28/2024

  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.
  
  I have not received any phone calls, voice mails or text messages from anyone in the ************ or from Great Wolf Lodge at all. No one has reached out to me in regards to my complaint. I did call the resort and left a message with the front desk for the Aquatic manager to call me back and still I've not heard back.
  
  Regards,
  
  *********,quez