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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

    • 467 total complaints in the last 3 years.
    • 199 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:02/08/2024

      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.
      I stayed at the ********* Great Wolf Lodge 2/3/2024-2/5/2024 (stay ********). While at the lodge we reserved a lunch table (for 7 people- 4 adults and 3 children) at the lodge restaurant on our check out day 2/5/2024. At the end of our meal (burger, salad, steak, fish, and 1 kids meal) our friends paid for the lunch in full using their credit card and NO ROOM CHARGES WERE MADE. Upon leaving the lodge to head home I received a text asking me to return since the credit card slip was mistakenly taken by the card holder. We got off the highway and returned to the lodge. We waited **** minutes for our server to finish serving food to another table (since we could not leave this slip with anyone else per the girl at the desk) and we handed this credit card slip to our server (girl in her 20s with glasses and dark hair) for the meal (*our text was received 2/5/2024 at 3:05pm- please ******************* cameras to confirm this transaction). On Tuesday 2/6/2024 after returning home I noticed a charge on my credit card in the amount of $120.73 for the Lodge restaurant. We did not authorize this charge and were very aware of any charges to our room and used other payment methods while at the lodge. I contacted the lodge and spoke with *** over the phone on 2/6/2024 early afternoon and she stated she would open a case (case# ********) and I would hear something in ***** hours. At this time my card now has gone over the limit (I am working with the bank on this) and I have not heard anything. I was instructed by *** not to open a fraud case with my bank since I would hear back. I am looking for resolution to this incorrect charge.

      Business Response

      Date: 02/16/2024

      Dear *******, 

      We thank you for choosing Great Wolf Resorts and sincerely apologize for the incorrect charge issued to you.  The refund of ****** USD has been processed back to you on 2/13/24.  Please note, the refund may take **** business days to reflect back on your account depending on your financial institution. 

      Once more, we are very sorry for the error.  We hope to welcome you and your ********* soon. 

      Thank you. 

      All the best, 

      ******** 

      Quality Specialist

      Customer Answer

      Date: 02/16/2024



      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that it is satisfactory. I will await for the refund. 

      Regards,

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

    • Initial Complaint

      Date:02/07/2024

      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.
      Refused to reimburse our room deposit. We have stayed at Great Wolf many times because kids enjoy it so much. In Novemeber we were staying at the *************** location. I had paid in full before we arrived. Upon check in we were told that they were putting a $125 hold on my debit card for a room deposit in case of damages, (We had already paid almost $450 for a room for one night) and that money would be reimbursed in 5 to 10 days after check out. We never got our deposit back after leaving the room in perfect condition. After 2 months, 4 phone calls and speaking to 6 people they claimed they refunded our deposit. Our bank shows the $125 extra charge and it was never refunded. They also tried to tell me my bank statements are incorrect. Now I have to file a dispute with my bank to get my money back. I wonder how many people they do this to that don't catch it.

      Business Response

      Date: 02/12/2024

      Dear *************************, 

      We thank you for choosing Great Wolf Resorts and apologize for any frustration caused.  Upon review, we found the authorization of ****** was released on 12/31/2023 at 2:12 PM.  We sincerely apologize for the delay in releasing this authorization.

      We hope to welcome you and your ********* soon. 

      Thank you. 

      All the best, 

      ******** 

      Quality Specialist

      Customer Answer

      Date: 02/12/2024

      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.

      Firstly, the correct amount I was charged was $125, not $100 like Great Wolf is claiming to have released.  Secondly, I have been given this responce last time I spoke with Great Wolf. A manager tried telling me my bank statements were incorrect, which is ridiculous. He also told me he would do nothing more and I should dispute the charge with my bank. At this point I have been working with my bank to have this corrected because they can see the charge as well and it has never been given back by a Great Wolf Lodge. 

      Regards,

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

    • Initial Complaint

      Date:02/06/2024

      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.
      My family and I had reservations at Great Wolf Lodge *********** location February 6-7, 2023 (confirmation # ********). Our check-in took ************************************************************************************************************************ I voiced concern over the pile of gift cards and questioned if the one they gave me back was in fact mine. They assured me it was. After our 45-minute wait, we were told we could take our things to our room, however I would need to keep checking back with the front desk because they were having computer issues. Not wanting to take away from my sons Christmas present, my husband and I chose to drop the matter and enjoy our time at the waterpark. My son and husband were able to enjoy the water, I however was not as I had to keep checking back with the front desk to ensure when the computer system came back up, everything was accurate. This past Christmas (2023), my son received another gift card for the Great Wolf Lodge. I thought I would use up the balance on the gift card my son received Christmas 2022 and save his most recent gift card for another visit. Before calling to make my reservation, I used the gift card checker to see exactly how much was left on the card. I was completely flabbergasted when it showed a zero balance, when instead it should have shown a balance close to $100. I instantly knew exactly how this occurred I did not receive the correct gift card back from the pile of gift cards the check-in clerk had last time we were there in February 2023. I wonder how many other patrons got the same shock I had when they checked their gift card balance and found the balance was not accurate because of the check-in clerks error? This is definitely bad business on the part of Great Wolf Lodge.

      Business Response

      Date: 02/14/2024

      Dear *************************, 

      We thank you for choosing Great Wolf Resorts and sincerely apologize for any frustration caused.  Upon review, we see the gift card was valued at ******, which was charged in full to your folio, however, your stay total was only ******, so ***** should have been refunded back to the gift card.  We sincerely apologize this was not done. 

      To amend this error, we have sent you a new e-certificate valued at *****.  This e-certificate was sent to your direct email.   

      Please let us know if you have any questions. 

      Thank you. 

      All the best, 

    • Initial Complaint

      Date:02/06/2024

      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.
      On Jan 12 I and my daughter, parents, niece and sister checked into Great Wolf Lodge. I paid a $250 room deposit for any damage. Of course we did not cause any damage to the room. On the 13th of January we checked out. I have not received my $250 deposit back and every time I call I get transferred or told to leave a message without receiving a call back or any help on this matter.

      Business Response

      Date: 02/14/2024

      Dear *****************************, 

      We thank you for choosing Great Wolf Resorts and sincerely apologize for any frustration caused.  We have been in contact with our local lodge leadership team who has confirmed they have reached out to you.  They confirmed that the deposit was released upon check out and on February 6, **** they also voided the authorization.  If any hold is still visible on your end we kindly ask you to speak with your financial institution. 

      We hope to welcome you and your ********* soon. 

      Thank you. 

      All the best, 

      ******** 

      Quality Specialist

    • Initial Complaint

      Date:02/04/2024

      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.
      2/3/24-2/4/24 Bedbugs in the bed- will not compensate for sleeping with bedbugs. I was chaperoning a group of 22 cheer girls and we had 4 rooms they will not compensate for Bought a half day pass for my husband and youngest daughter in which we should be refunded for as well.chlorine ***** on my youngest daughters leg and breathing issues from strong chlorine chemicals in addition to burning eyes just from walking into the swim area Other kids were coughing and a group of elementary school cheer girls had to leave because of the chlorine ***** they had They need to be inspected it is not safe to sleep in the rooms with bedbugs and not safe for kids to be swimming

      Business Response

      Date: 02/08/2024

      Dear ***************************, 

      We thank you for choosing Great Wolf Resorts and sincerely apologize for the issues encountered during your stay.  We have notified our local lodge leadership team who have confirmed they have been in contact with you regarding this matter and issued a compensation to help mitigate any dissatisfaction caused. 

      Thank you. 

      All the best, 

      ******** 

      Quality Specialist


    • Initial Complaint

      Date:01/28/2024

      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 think its Roberry that you (Great Wolf Lodge Niagara Falls, *******) has changed its adult indoor hot tub access to a user fee based system. This is only one of the few perks the adults paying full price to stay here can enjoy. I am disabled and really looked forward to using the hottub for therapeutic reasons.. I cannot go on the water slides. There was and is currently NO mention of this change prior to implementation or now on their website There is no mention that the hottub is a user based fee service whatsoever. These are deceptive and misleading business practices. I have enclosed screenshots of their current website that is live with no mention of the user-based fee service for the adult indoor hot tub. In fact, quite contrary, it says adults can enjoy the hot tub., with no mention of exclusivity. This is deceptive to say the least as Great Wolf Lodge is basically not providing a full service to the adults that are paying full price. A one night stay with two kids will run you at least $600. I have stayed at GWL seventeen times. The last four times (at least) Ive had not had access to the indoor hot tub due to privatization of its use. Your indoor hottub should be included in the services adults have paid for! Not impressed!Claimed loss: Since I did not get the full service that I paid I am requesting refund of my last four stays based on fraudulent advertising of the services included in the purchase price for a stay. ($2100 Cdn value)Desired outcome: Re-instate use of indoor public hottub for everyones (adult) use and get rid of the user fee reservation system.

      Business Response

      Date: 02/12/2024

      Dear ***********************, 

      We thank you for choosing Great Wolf Resorts and apologize for any confusion caused.  Please note, the family hot tub and outdoor adult hot tub are available to all guests without an additional charge as these are included in the room rate. 

      Due to the confusion, a one day complimentary hot tub cabana was offered and accepted. 

      We look forward to welcoming you and your ********* soon. 

      Thank you. 

      All the best, 

      ******** 

      Quality Specialist

    • Initial Complaint

      Date:01/28/2024

      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.
      Had an issue where another rooms charges appeared on my bill took almost an hour to resolve when at the resort. Then was double billed for our room the day after we left and ******** my checking account. We had already fully paid for our room. Requesting monetary compensation for time spent almost two hours and potential overdraft charges. If this was not a typical experience, then why should I be paying full price! I shouldn't have to bare the burden for Great Wolf errors, and training concerns. Great Wolf promises 100% satisfaction and being offered 50% off the next stay or water park passes is not sufficient. After this experience why would I even want to come back. It's like sorry for all of the problems! Come back for more!!! Serious concerns about security, don't feel comfortable giving my credit card info, especially when the resort does not take cash!!!

      Business Response

      Date: 02/14/2024

      Dear *****, 

      We thank you for choosing Great Wolf Resorts and sincerely apologize for any dissatisfaction caused.  We have been in contact with our local lodge leadership team who have confirmed they have been in contact with you regarding this matter and offered a monetary compensation. 

      We hope to welcome you and your ********* soon. 

      Thank you. 

      All the best, 

      ******** 

      Quality Specialist

    • Initial Complaint

      Date:01/26/2024

      Type:Billing 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 family visited on 11/8- 9 - stayed at the **********, ** location - a few days later I go to pay my credit card bill - there is a separate charge that was not on my receipt when we checked out - and wasn't charged until 11/13 of $75! I have contacted them by email, a few times by chat and by phone - all say they are going to have someone contact me back and NO ONE EVERY DOES!! This is ridiculous - we saved for this and now they are just taking advantage - so sad! All i want is my $75 back even if it is a gift card!

      Business Response

      Date: 02/14/2024

      Dear *****, 

      We thank you for choosing Great Wolf Resorts and sincerely apologize for any frustration caused.  We have been in contact with our local lodge leadership team who has confirmed they have refunded you the 75.00.

      We hope to welcome you and your ********* soon!

      Thank you. 

      All the best, 

      ******** 

      Quality Specialist

      Customer Answer

      Date: 02/14/2024

      [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:01/24/2024

      Type:Billing 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.
      1-24-24 saw $200 charge to **** ending in **** from great wolf lodge. 9:30am call placed to great wolf lodge booking **** phone number.advised I should have printed and brought gift card with me to check in.internal complaint filed from **************** and corporate email provided for me to escalate and resolve concern. (completed)BBB complaint followed corporate complaint $204.73 total for one night stay.$200 gift card provided to booking agent when booking $4.73 balance charged to **** dispute: $200 charge to **** on 1-22-24 funds from gift card should be applied for the stay.refund to $200 ****.************************************ Reservations manager ***************

      Business Response

      Date: 02/08/2024

      Dear *****************************, 

      We thank you for choosing Great Wolf Resorts and apologize for any frustration caused.  Upon review of this matter, the gift card in question was not presented upon arrival, therefore, could not be used towards your reservation resulting in the direct charge to your card.  We see our local leadership team reached out to you to have the gift card sent to them to be applied.  This has been applied and the refund of ****** issued back to your direct credit card on February 3, 2024.

      We hope to welcome you and your ********* soon. 

      Thank you. 

      All the best, 

      ******** 

      Quality Specialist

    • Initial Complaint

      Date:01/23/2024

      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.
      My family stayed at the GWL at ********* ** on Dec *****, 2023. The reservation number is A99RVWSK95. I bought the breakfast package for $126 but was still charged $161.42 for the breakfast. Called the customer service and was told someone would contact me soon. A week later, still no one called. Seems other customers have encountered similar issues. Wonder how such a large resort still struggles with getting the bill right.

      Customer Answer

      Date: 01/17/2024

      Great Wolf Lodge has contacted me in regard to the compliant and refunded me they overcharged me. The issue can be regarded as resolved.

      Thanks for your help.

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