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

  3575 N Us 31 S Traverse City, MI 49684-4500

• 

  Great Wolf Lodge

  3950 Victoria Ave Niagara Falls, ON L2E 7M8

• 

  Great Wolf Lodge of Concord

  10175 Weddington Road Ext Concord, NC 28027

• 

  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:01/17/2024

  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.

  My family and I have stayed at the Great Wolf Lodge in ************ ******** on numerous occasions. I am writing in regards to a refund I am being told is nonrefundable. I made a reservation for February 05. 2022 to the Great Wolf Lodge in ************, ********. Unfortunately at that time I was unable to follow through with my plans, due to unforseen circumstances, so I contacted the lodge to ask what my options were. I was informed that they could extend my reservations for another year as a courtesy due to covid, although I'd paid for some sort of plan that allows customers to extend their reservation 1 year out from their reservation. At the time I'd asked for the extension due to an extremely ill family member, and my doctor placing me under covid restrictions because I suffer from an autoimmune disease. The representative extended the reservation to February 2023, or so I thought. When 2023 arrived I was still unable to keep my reservation. Unfortunately my family member had become worse and was deemed gravely ill and another member of my family had passed away. Which caused my son and I to have to travel numerous times from ******** to *******, as well as to *********. The trips left me financially drained. I contacted The Great Wolf Lodge on January 6th or 7th, 2023 and spoke with a manager. He explained that he could extend my reservations for another year because I had not utilized my protection plan. He explained that the hotel had extended me the first time as a courtesy because of the pandemic restrictions, and that he could extend me a second time because I had not utilized my protection coverage. I asked if I would be able to receive a refund, and he said yes, as long as I contacted the hotel before my reservation date, so to be safe, contact them in January ****, if there were any complications. I contacted the Great Wolf Lodge today to inform them that I was requesting a refund, because I had both my gravely ill uncle succumb to his illness, in addition to my aunt, who had battled breast cancer for over 2 years, pass away within 7 months of each other, which required my son and I to do extensive traveling during 2023 . I also informed the rep that I was not financially capable of following through with my plans at this time. I was placed hold and eventually connected to a manager. I explained my situation to him as well, at which time he told me I could no longer receive a refund nor another extension, because I had until January 6, **** to contact the Great Wolf Lodge, and that at this time my deposit had been forfeited. He explained that when i contacted them on February 3, 2022, that extended my reservation out to February 3, 2023. He stated that because I contacted the lodge agaiin on January 6, 2023 to request another extension, it only extended my reservation to January 6, ****, and not to February 5th, which was my initial check in date. I told him that i had never heard of such a thing, because my initial reservation date was for February 5th. He informed me that the 1 year extension restarts the day you contact the hotel, and ends 1 year from thst date, not your reservation date. Unlike all the other hotels in ******* whose deadline ends either on or 1 to 2 days prior to your initial check in date. I had never heard of a deadline date changing. He told me that it was too late to make any changes because January 6th had passed. I never received a confirmation for the changes that were made for either extension, nor an email that reflected these changes. The only confirmation I ever received from the Great Wolf Lodge in ************, ******** was my initial confirmation that states February 5th. I am requesting a full refund. Customers should not be held liable for misinformation given to them by management, nor should a family establishment be keen on keeping its customers hard earned money. I should've received an email stating a new cancel no later than date for each change that incurred, as well as an email to remind me that my deadline was approaching. I did not receive either notice. Thank you for your time and assistance in this matter

  Business Response

  Date: 02/08/2024

  Dear *********************, 

  We thank you for choosing Great Wolf Resorts and apologize for any frustration caused.  We have been in contact with our local leadership team at the lodge, they have informed an exception could be made in this matter and a refund issued.  The refund has been issued to you on January 18, 2024.

  We hope to welcome you and your pack in the near future. 

  Thank you. 

  All the best, 

  ******** 

  Quality Specialist

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a room at the ************* location for my whole family on December 24th. When we entered the room we noticed that the carpet was dirty and fan wasn't dusted . Later in the evening we went to use the toilet for the first time and it was flooding the room went downstairs to tall to front desk and he was on his phone and very short with me so I only brought up the toilet . He did send someone up to fix it. Maintenance did unclog the toilet which didn't fix it. I ended up having to clean the mess myself and we were luckily given fresh towels. Finally went to go to bed and all of the bedding was dirty so we slept on top of blankets we brought with us pull out sofa had a dirty cover so I took it off and we found a flat sheet in a bag to use. Figured I would talk to a manager in the morning . When I woke up I had new charges on my card so I had multiple things to tall about and address soppke to whom I am assuming was a manager she was also short and basically insinuated so what with how she spoke to me . Nothing was resolved . Later I went back to talk to someone else at the front desk he was very nice and did check the account and saw no notes were made which was very disheartening and he was not able to do much . I then Later sent an email through the website it took a week to get a call back which I missed and I've been trying to talk to someone ever since with not getting anything but being hung up on or voice-mail and no returned call. All of this is just the tip of the issue with our stay at great wolf ************* . Including never getting my hold deposit returned and having more charges for the arcade then I made.

  Business Response

  Date: 02/07/2024

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

  We thank you for choosing Great Wolf Resorts and apologize for any dissatisfaction caused.  We have been in contact with our local leadership team who confirmed our Housekeeping Director has been able to discuss this matter with you. 

  We hope to welcome you and your pack back again soon. 

  Thank you. 

  All the best, 

  ******** 

  Quality Specialist

• Initial Complaint

  Date:01/02/2024

  Type:Billing 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 Saturday December 30 we reserved a room at the Great Wolf lodge. The total was $502.51. We put ****** on our credit card and had a gift card for ******. Instead of using and honoring the gift card as agreed to at the front desk, they charged the full amount to our credit card.

  Business Response

  Date: 02/08/2024

  Dear ***********************, 

  We thank you for choosing Great Wolf Resorts and sincerely apologize for any frustration caused.  We have reached out directly regarding this matter to assist further.  Please note, we have contacted the email address on file for the reservation in question for security purposes. 

  Thank you. 

  All the best, 

  ******** 

  Quality Specialist

  
  

• Initial Complaint

  Date:12/31/2023

  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.

  I paid the price of 2 day passes for me and my toddler for Saturday December 16 2023 on Saturday December 16. We drove one hour . When we arrived even though we werent checking in for hotel stay and had already prepaid for the day passes we had to wait in regular hotel check in line. When finally was our turn the front desk staff that was supposed to just hand us the wristbands after showing her the email in my phone with confirmation number turned out to be rude to me and my child. ******* at us berated us and then disappeared with my bank card and my driver license for another 30 minutes God knows where . Horrendous experience. We left . I want the full refund of $170.17 back to my bank card asap. Last digits of card **** I want full refund of $170.17 back to my card asap.

  Business Response

  Date: 01/24/2024

  Dear *********************, 

  We thank you for choosing Great Wolf Lodge and apologize for any dissatisfaction encountered. 

  We see you have submitted a dispute with your credit card company, therefore, are unable to assist with this matter. 

  Kind regards, 

  ******** 

  Quality Specialist

  
  

• Initial Complaint

  Date:12/29/2023

  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.

  Conf: 38106541/$271.86/Order placed November 27, 2023 Complaint regarding this reservation, and last year stay discrimination. I go through BBB because I dont know where else to go to complain. I stayed in Great Wolf Lodge couple times before,I used to love it whenever I was going staycation there.My last stayed, which approx last year, I found that the waitress in the steak house was differentiating me and my kids from the other guests aka discriminate.We sat there, but we were ignored as long as it could be.We ordered two steaks entree and the steak was not cooked as we wanted,the waitress never follow up. But she was attentive to everyone else round us.I voiced the concern to the manager, in which I dont remember the name, but since I book direct,Im sure my name, phone number and email can give you that info.no resolution.This year, my son, again, asked me to go there, and I booked one night, and one of my kid got covid. I cancelled it, of course for my due diligence to the community.With this cancellation credit, I still will be charged $25 to release the credit even though I just asked the rep for assistance looking for a date thats about the same rate, or cheaper. That was not cool. I know they probably put it in fine print when customer booked, but with so many charges, cancellations, extra charge to release the deposit, thats a bit much. It is already difficult making creating peace and happiness to our kids, Im sure with the kids friendly business it would be something that Great Wolf would be expert on, and by creating this type of fuss, just making it harder for me, as a single parent with hard earned money, to be willing to spend special occassion at Great Wolf again.I know my opinion is just one in a million and it is just sad, seeing a great place that I used to be happy creating memories at, just become one of place that I would avoid. Plus, I am local, thats even more dissapointing, so I have one less place to consider to take my family on.

  Business Response

  Date: 01/02/2024

  *******************, 

  We thank you for choosing Great Wolf Resorts and apologize for any dissatisfaction encountered.  Upon review, we found your concerns noted for your prior stay were addressed by the lodge.  For your future reservation, we have left notes advising the change fee is to be waived when you reschedule.  Please note, you must reschedule by 12/2/2024 and are subject to new rates when rescheduling. 

  We hope to welcome you back soon. 

  Thank you. 

  All the best, 

  ******** 

  Quality Specialist

• Initial Complaint

  Date:12/27/2023

  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 August 12th I made a reservation for Great Wolf Lodge for a room. The reservation was through Groupon and when checking out I checked to ensure that the reservation was for the 12th. While driving to the Great Wolf Lodge in K.C from *********** my wife looked at the reservation and realized it was for the 19th. Long story, but the only reason we were getting a room was for our kids and other grandkids to be able to play. As my dad was in the hospital after getting a pace maker placed. We immediately tried to contact Groupon to see if we could move the reservation for that day. The only way to get in contact with Groupon is through a text app where if youre talking to a real person on the other end you would not know it. We tried contacting Great Wolf Lodge and were passed from one person to the next to ultimately be told Groupon has to make the changes. ******* wanted an email from Great Wolf lodge indicating that we had not used the room, Great Wolf would not provide it do to the reservation being in the future, but could not cancel the reservation. Groupon would not cancel the reservation either without the email. I ended up cancelling the reservation through USAA due to not being able to use the reservation on the 19th. USAA over turned this and now I am out $324 without even utilizing the room. After many phone calls, answering or reservation services I did get ahold of an individual that said Great Wolf lodge does not provide emails to an individual when a room is not used. I asked to talk to a manager and was placed in some web of different recordings. After 45 minutes I was disconnected. Multiple calls have been made to Great Wolf and youre transferred to different people and usually disconnected.

  Business Response

  Date: 01/12/2024

  Dear ***********************, 

  We apologize for any frustration caused.  Upon review, we found Groupon notified us they have issued a refund to you for this reservation on December 27, 2023.

  Thank you. 

  All the best, 

  ******** 

  Quality Specialist

  
  

• Initial Complaint

  Date:12/13/2023

  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.

  I have booked a hotel at "Great Wolf Lodge *******, **" for one night from Dec 12th, 2023. I was planning to go to the hotel at 10 am where the hotel allows water park access as early as 10 am if customers have booked a room. Still, I received a text message that the water park would be closed from 12 to 2 and that caused a delay because I was planning to Goto the water park 10 am but this delay caused a delay for me to go to the park. I was planning to go to the park with my family but they delayed for two hours causing an issue with my family to wait for them to close and reopen. Also when I reached the hotel after the water park reopened it was already a delay, If I had known before I would not booked the hotel but the hotel failed to inform me that the water park was closed from 12 to 2. Also, the room shower room was dirty with hair. Also, the room was missing lotion. In the water park in the kids' area attendant refused the kids to take a slide for some reason it was very bad service by the hotel I am requesting for hotel to make sure services should be delivered to the customer as promised. Please have femail staf at little kids area since they are polite or hire polite staff at kids' area to treat kids with love and care.

  Business Response

  Date: 12/21/2023

  Dear ****, 

  We thank you for choosing Great Wolf Resorts and sincerely apologize for the experience encountered.  We have brought your concerns to the attention of our local management team for review and follow up. 

  They will be in contact with you soon. 

  Thank you. 

  All the best, 

  ******** 

  Quality Specialist

• Initial Complaint

  Date:12/08/2023

  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 purchased a physical gift card on 11/10/23 to be shipped to me. I have not received the gift card. I have called the company on three seperate occasions with no resolution. I would like to receive the gift card before Christmas.

  Business Response

  Date: 01/02/2024

  Dear ******, 

  We thank you for choosing Great Wolf Resorts and apologize for any frustration caused.  Upon review we found your gift card was reshipped on December 8, 2023.  If you have not yet received the gift card please let us know so we may assist further. 

  Thank you. 

  All the best, 

  ******** 

  Quality Specialist

• Initial Complaint

  Date:11/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the 22nd of Nov did cabana for both 22nd and 23rd. On 23rd left early due to no service being given. Email the property however did not get resolution

  Business Response

  Date: 12/11/2023

  Dear ****, 

  We thank you for choosing Great Wolf Resorts and apologize for any dissatisfaction encountered.  We have been in contact with our local management team who have informed they provided 50% off (****** USD) the cabana rented on November 23, 2023 due to the early departure.  This refund has already been processed and should be reflecting back on your account. 

  We hope this compensation mitigates any dissatisfaction, we hope to welcome you and your pack back soon. 

  Thank you. 

  All the best, 

  ******** 

  Quality Specialist

  Customer Answer

  Date: 12/11/2023

  [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:11/26/2023

  Type:Billing 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.

  Im just really disappointed for what I paid versus what I actually got. My first morning using my add-on breakfast package, I added a spoonful of yogurt to my fresh fruit and the yogurt was spoiled and the watermelon wasnt fresh. I went to grab some orange juice and only yellowish water came out of the left juice dispenser on the left side of the Campfire Kitchen Grill. In my room, my fridge wasnt getting cold so I texted customer service and after waiting for a while we decided to go to the pool and hope that they fix it. The pool was freezing, partly due to the large fans blowing down, but my kids couldnt play in the splash areas because they were already shivering. We made our Thanksgiving reservations after breakfast for 5pm, but they only had time at 5:15pm which was fine. But at 5:15pm you could only get in line for food on the right side. There was no signage indicating that which was confusing since for breakfast you could. Then line for the actual Thanksgiving dinner was extremely long and slow. Which didnt make sense, because I made a reservation. There were bugs in the salad and croutons. So instead I tried my luck for the long slow food line. Going through that line, the rolls were cold. Plates werent even available where the cold rolls were. The crab ************ was very salty, but the mashed potatoes didnt have any salt. The only option for kids, was the same chicken nuggets and tatertots from breakfast. The nugget were sitting so long they started to look over cooked. When we finally got to the turkey, we were at the last but of turkey and it was put on my daughters plate, even though the server was imploring for a new one, she became overwhelmed and put it on my daughters plate. Which later we found out why the server wanted a new turkey, because it was cold, like deli meat. But, at that point, I just couldnt take it. There is no way that the Campfire Kitchen is up-to-code, for food safety. I went to the front desk and complained, but was told to go to the restaurant manager. I found him and I was completely embarrassed to complain, but I did let him know. He supposedly refunded my $142 meal. And showed me where the pizza was to get free pizza. But at that point I was afraid of the food and couldnt bring myself to try it. I was just fine with my refund. The next morning, which is today I checked my lunch credits to find no refund.. Im so upset and sad that I just want to cry. Ive called maintenance twice to fix the cooling for my mini fridge, only to be told that, its not a fridge, its a chiller. And that it wont chill until 24hrs had passed. But, we had already spent one night?! Fortunately, in a backwards kind of way, the tv hadnt been working since the day before. So I took the opportunity to ask if they could fix it. And the could! And they did! But they said that it wasnt working because the internet had gone out and that I had to be careful when pulling out the tv. I didnt even know at the time that the tv even moved. Also, on a side note, maintenance came into the room with their shoes on, and we were careful to take our shoes off before even passing the sink. Because we have little ones crawling and jumping around. Which is how I know that maintenance came the first time I texted because they left a little pile of dirt on the floor and water from the mini fridge. So all in all, Im here in bed on my second night, just defeated that I spent over $2k and bought every add-on just to receive basic motel accommodations. I also found out that Im going to be charged an additional fee for towels. I just cant. The hotel protects itself in every aspect to not loose and secure profits. You have to checkin and checkout towels, you obviously count the linens in the room (which, by-the-way, I didnt even receive trash liners for my bins, but I did receive a trash liner for housekeepings laundry bin). What else can you take from me? My money, happiness, and hopefulness is gone. Which now remembering as well, front desk wrote my room number incorrectly as **** (which doesnt exist) since we ran up and down the halls looking for it, but only found ****. I luckily just texted and was given the correct room number. But, when we were looking for ****, we asked housekeeping where to go and the blonde headed girl told us that the higher room numbers were in completely the opposite direction. After searching too long, common sense kicked in and we rushed back. After receiving our true room number.

  Business Response

  Date: 12/21/2023

  Dear ******, 

  We thank you for choosing Great Wolf Resorts and sincerely apologize for the issues you have noted.  We have sent your concerns to our local management team for review and follow up. 

  They will be in contact with you soon. 

  Thank you. 

  All the best, 

  ******** 

  Quality Specialist

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20918749
  
  I am rejecting this response because it doesnt solve anything.
  
  Sincerely,
  
  *************************