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

Customer Complaints Summary

465 total complaints in the last 3 years.
198 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:05/28/2025
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.
Your Great Wolf Lodge Case ********. Confirmation for Reservation #QJ7HLGQXLR. I stayed here in *********** what a complete nightmare. First off our room was filthy and we were missing pillows. The tvs also didn't work. We called over and over again the front desk no one answered so we had to text the ****** text thread and finally got someone to come to our room. I also sent several texts and went down to the front office about the people above us stomping past 130 AM every single night of our stay. We also had someone banging on doors around midnight and advised security. Nothing was done nothing was offered. There is a whole on the floor where we stayed and they just covered it up with carpet I can not tell you how many times we fell. They also had taped the carpet as a Band-Aid in various other spots. The beds were broken in our rooms see the photos. My daughter got something in her foot from the resort and the safety kit didn't have anything to get it out so I had to purchase items from the exchange, extremely unprofessional. I was promised a refund on my stay by ******** and the female manager yet this hasn't been done. I have filed complaints and no responses. By far the worst experience I have ever had and barely got any sleep due to guests not respecting quiet hours and security doing nothing. My poor 1 year old was so tired his eyes looked so heavy all weekend.
Business Response
Date: 05/30/2025
Dear ********* *****,

Thank you for choosing Great Wolf Lodge. We've received your consent limited to the BBB and apologize for any frustrations this has caused.

Upon reviewing case #********, we saw that our management team reached out to you on May 21st, 2025, requesting additional information. Specifically, we asked who informed you that you would be receiving a refund. However, we did not receive a response at that time.

Now that you've provided us with this information, we will be proceeding with further investigation. Someone from our team will be reaching out to you regarding your concern.

Once again, we apologize for any frustration this has caused.

Thanks,
Britany
Customer Answer
Date: 06/02/2025
Better Business Bureau: That is false I can prove I responded to this email. As in the email it was ******** and the female heavy set manager

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.

[Please type your response here.]

Regards,

********* *****
Customer Answer
Date: 06/02/2025
I have replied to the email, Great wolf is lying by stating I haven't responded.
Business Response
Date: 06/04/2025
Dear ********* *****,

Thank you for getting back to us. We sincerely apologize if our actions have caused any dissatisfaction. Our records indicate that the interaction occurred on May 21, 5025. An image of this interaction was also included in the email sent to you. We apologize for any delays this may have caused. Your case is currently under investigation.

Howls!
Britany *************************************************************************************************
Initial Complaint
Date:05/25/2025
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 took my family to great wolf lodge in **************** may 17th and 18th. I paid over 2000 dollars for everything. Then they billed 614 more to my card. The power was off so the lady said she couldn't print me a receipt or bill but would email one. When I got email it wouldn't open up. I spent 4 hours trying to get a human on phone. I kept getting disconnected. They said they made a complaint and someone would reach out to me in 72 hours. It's be2n that and no one reached out. I know they owe me 300 for hold on rooms because nothing was wrong with my rooms when I left. They said they would comp breakfast for mix up with rooms in first place. I paid 56 something and my son paid 56 with his card. I fell down stairs because power was out. I also paid 2000 dollars for rooms and water park tickets for 2 days. Do to the power being out we could not use park 2nd day. I would like an receipt of my charges and refunded what I was told. Plus, it would be nice for a refund for the 2nd day of park and aggravation.
Business Response
Date: 05/27/2025
Dear *** *********,

We appreciate you choosing Great Wolf Lodge. We have received your complaint submitted to the Better Business Bureau (BBB) and we sincerely apologize for any inconvenience caused. Weve created a case to address your concern and our Pack Members are actively reviewing the details.

Case Number: 02237553
Date Created: 5/26/2025
Reason: Billing- Disputes

After a thorough investigation of your billing invoice, a detailed breakdown of the charges was sent to you, along with an updated invoice for each of your reservations.

Thanks,
Britany
Customer Answer
Date: 05/27/2025
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

thank you for refunding breakfast for my husband and myself. My son and his wife paid with his debit card. It's wasn't hooked to room so I'll have to call bank and get his information for that refund. The only thing left is the 300 dollars for deposit for room damage. 100 dollars per room. My debit card was charged 200. My credit card was charged 100 . I haven't got my credit card bill yet so I don't know if it was charged. Nevertheless, there was no damage to the rooms so I need that 300 dollars refunded. Your front desk lady, said it would be a hold for a 100 dollars for each room but it was deducted out of my account.

Regards,

*** *********
Business Response
Date: 05/29/2025
Dear *** *********,
Thank you for reaching back out to us. As we discussed on our call today, I'm providing a detailed breakdown of all the charges incurred during your recent stay, including payments we've received from your third-party reservations.
Incidental Holds
Great Wolf Lodge places a nightly incidental hold on a guest's card. Please note that it can take 7-10 business days for these unused funds to be returned to your card, as this varies by lodge and financial institution.
We've noticed an authorization hold of $100 per reservation on your account, totaling $300 across your three bookings (our records show this as a $100 and a $200 hold). Please know that these are authorization holds, not actual charges, and they will automatically be released back to your bank account. You won't see a separate refund, as these funds were never fully debited. This process typically takes 7-10 business days, depending on your bank's policies. For assistance in locating these funds, you can contact your bank directly and provide them with this token number: 8042607480213888.
Power Outage Discount
Regarding the power outage, a 20% discount was applied to your reservation number 99550331, which was booked directly through us. We processed a refund of $69.80 for this specific reservation as a result of the power outage.
You mentioned another issue during our calls that we need to discuss with our team. We'll provide you with an update on that separately. Please understand that the power outage discount was only applicable to reservation 99550331.

Reservation Specifics
Let's go over the specifics of each of your reservations:
Reservation 99550331:
Your total advance deposit for this reservation was $606.35($406.35+$200), which included:
Room Rate/Packages: $349.00
Room Sales Tax (7%): $24.43
Room County Tax (8%): $27.92
*************** ($5/night): $5.00
Self Parking: $30.00
Add-on Package: $170.00
You were also initially charged $49.11 for Campfire Kitchen Breakfast Food.

We have processed two refunds for this reservation:
A $69.80 refund due to the power outage during your stay.
We have also refunded the $49.11 breakfast charge. We acknowledge that breakfast was complimentary with your booking. There was a clerical mistake during the refund process that resulted in an accidental charge of an extra $49.11 from your account. Therefore, we have processed an additional refund of $98.22 (equivalent to $49.11 + $49.11) back to your account. Please allow 7 to 10 business days for this refund to reflect, as timelines may vary based on your financial institution.
As for the breakfast charge on your son's card, to investigate this further, we would require the last four digits of the card that was used for that purchase.

Reservation 99539974:
For this reservation, we only have charges made directly with us for two Snack Bar Lunch Alcohol purchases: one for $63.75 and the other for $67.50. These were charged to the card ending in 3455. We also received a payment of $269.78 from the third party through whom this reservation was booked.

Reservation 99539752:
Our records show no charges made at the lodge for this particular reservation. However, we did receive a payment of $269.78 from the third party through whom this reservation was booked.

We sincerely apologize for any frustration or confusion this may have caused. We truly hope for the opportunity to welcome you back to Great Wolf Lodge in the future.

Howls!
******* *.

Customer Answer
Date: 06/02/2025
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 .
I sent a copy from my bank. The 300 dollar hold ( 200 and100) on 2 cards was for if there was room damage. There was none. Great lodge said it was a hold and would drop in 10 business days. The bank said it was withdrew and need refunded. I sent that to great lodge. Someone wrote back it takes 10 days check with your bank. I think it's a robot email instead of a human. I sent another email explaining this again. And to call me with a human is available. Sadly, no one has called. I still need the 300 dollars refunded ASAP.

Regards,

*** *********
Business Response
Date: 06/02/2025
Good day, ***,
As per our phone conversation, we appreciate the opportunity to review your reservation and provide clarity on the charges, credits, and refunds associated with your account.

Summary of Charges & Credits
Following a thorough review, we confirm that the total cost of your room was $406.35. However, our records indicate that $606.35 was paid, leaving you with a $200 credit. This credit was subsequently applied toward the following:
Platinum Dining Package Add-On $170
Self-Parking Fee $30

Incidental Hold & Refunds
Additionally, the $300 incidental hold applied during your stay was allocated as follows:
$100 from the incidental hold was used toward the breakfast charge of $49.11, which was later refunded.
Due to an initial error in processing the refund, you were charged $49.11 twice. To correct this mistake, a total refund of $98.11 was issued under Token Number: 8054725972393888.
The remaining $50.89 from the incidental hold was released back to you. Please note that authorization holds vary depending on financial institution policies, and you may not see a positive amount returned to your statement as the $50.89 was an authorization hold rather than a charge.
For additional information regarding the authorization hold and your financial institutions policies, we encourage you to contact your bank directly for further clarification.

Voided Transaction
Our records confirm that an additional $200 charge was applied to your card ending in 3455 under Token Number: ****************. However, this payment was voided and did not result in a finalized charge to your account.

We sincerely apologize for any confusion or inconvenience these transactions may have caused. We strive to ensure transparency and accuracy in all financial processing and regret any frustration this may have caused during your stay. Guest satisfaction is a top priority, and we appreciate your patience while we resolved these matters.

Thank you for choosing Great Wolf Lodge. We appreciate your business and hope to welcome you back in the future for a more seamless experience.

Wishing you a howlin good day!

Howls!
**** *.
Guest Communications Specialist
Great Wolf Lodge - ***********************
Initial Complaint
Date:05/21/2025
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 am writing to formally dispute an incorrect charge for an additional night on my recent stay at your property.We stayed at Great Wolf Lodge for one night only, on Friday, May 16th, under transaction/reservation number #********. The reservation was booked and paid in full in advance through Expedia or ********. At check-in, I provided a card for incidentals and expected the $20 parking fee, which was correctly charged.However, on Tuesday, May 20th, I received a bill via email indicating that I was also charged for a stay on Saturday night, May 17th. We did not stay at the hotel on Saturday night. We followed the sign that stated there was no need to formally check out, and we left the property Saturday afternoon. There is no justification for the additional nights charge.I called your front desk immediately upon seeing the incorrect **** and spoke with a representative named Jalen. He provided a tracking number of ********* and informed me that the issue would be looked into. As of today, I have not received any follow-up or resolution.I kindly request that this matter be reviewed and that the erroneous charge for the night of May 17th be reversed and refunded promptly. Please confirm receipt of this message and provide an update on the status of this dispute.Thank you for your attention to this matter.
Business Response
Date: 06/03/2025
Dear ***** ******,

Thank you for reaching out to the Great Wolf Lodge ************************ Were following up regarding your case as detailed below:
Upon careful review, we confirm that a refund of $200.96 was processed on May 22, 2025. This refund was issued under Token Number: 8054691973347978 and was successfully refunded to your card ending in 7879. Please note that the refund may take 7-10 business days to reflect in your account, depending on your financial institution. Additionally, we have sent a copy of your folio to your email and we sincerely apologize for any inconvenience this may have caused.
We truly appreciate your patience and understanding throughout this process. Thank you for allowing us to be part of your familys memories!

Wishing you a howlin good day!

Howls!
**** S
Guest Communications Specialist
Great Wolf Lodge - Customer Contact Center
Initial Complaint
Date:05/21/2025
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.
They have continuously billed my credit card for 1 birthday package I purchased 3 times! $95.31 x3 plus now instead of refunding me the $95.31 + 5.57 they charged my credit card $95.31 +105.57?!!! Please help. I tried calling several times and their most respond is that someone from the lodge will call me or call back in 72 hours. No one called me and now the lodge phone number is discounted and goes to the customer service that I think is outsourced.First time booking we booked 2 rooms one night stay fully paid for. Except accidental room hold $100. This was charged in my sons account with coupon code 40% of for being in the military. 5/1/25 - $629.41 + ****** was charged.Then I needed to book birthday package $95.31 + 7 goodie bags $38.15 Which went to the small room instead of big room. They said they will charge it to the second room but have it as a refund from the other room. I said ok. 5/15/25 - $192.92+$38.15 was charged. Then again I had more people coming so I had to make adjustments on room type and asked to have 50% discount rather than 40%. They said they will add on both room. But nope they only added it to one. I let it go. I then I asked about the charges, they said I had birthday package and 14 goodie bags. I said this is getting complicated just remove all goodie bags. Got a confirmation that everything was paid for plus given credit of $133 for birthday package that was charged plus $-50 for removing one person and %50 discount on room. Again I was fully paid.Then came the day checking in, they said I still owe $95.31? I said no I have confirmation receipts Im fully paid. Took them forever and finally said someone will call me ******** a notification to extend the room $149 I said ok to one room.Check out date 5/18. Came home, next day Im charged again $95.31 + 5.57??? I called them and they said no you shouldnt have been charged we will have that refunded, pls allow 72 hours. No one called me back. Now its $105.57 + $95.31?!!
Business Response
Date: 05/24/2025
Dear ***** ************,

We appreciate you choosing Great Wolf Lodge. We have received your complaint submitted to the Better Business Bureau (BBB) and we sincerely apologize for any inconvenience caused. Weve created a case to address your concern and our Pack Members are actively reviewing the details.

Case Number: 02228544
Date Created: 5/21/2025
Reason: Billing Concern

After a thorough investigation of your billing invoice, a detailed breakdown of the charges was sent to you, along with an updated invoice for each of your reservations.

Wishing you a howlin good day!

Thanks,
Britany
Initial Complaint
Date:05/18/2025
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.
Highly disappointed with the room quality and had issues with -1.Thermo stat was not working, the room was chill and had to call the person from reception who said the termo stats are normally wierd and refuse to work and yes that's what it kept doing over the night. 2. The shower was not fitted well despite using the hand shower the water rained from top.3 . The most imp one- the toilet flush was leaking because of which it kept working after every few minutes over the night leading to a disturbed sleep for myself and my toddler .I had to head back to home right after the breakfast ( I did a pre paid booking for that) as my toddler was super cranky because she couldn't sleep whole night and missed the water park.I am highly disappointed and feel my day and money wasted. Having a toddler in a chilled room and flush running every few minutes.
Business Response
Date: 05/20/2025
Dear ****** ******,

We thank you for choosing Great Wolf Resorts. We have received your concern submitted to the BBB and apologize for any frustrations caused.

Case Number: 02223721
Date Created: 5/19/2025

After reviewing your concern regarding case ********, we have received confirmation on 5/20/2025 that someone has reached out to you directly to resolve the issue. If you have any other questions or need further assistance, please dont hesitate to reach out and were always happy to help!

Thank you for choosing Great Wolf Resorts for your stay. We cant wait to welcome you back soon and help create more wonderful memories!

Thanks,
Britany
Initial Complaint
Date:05/17/2025
Type:Customer Service 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.
We enjoyed our stay at the Great Wolf Lodge in ******, ******* and want to book again. However, this has been much easier said than done. The Great Wolf Lodge app is the only hotel app in the ************* that does not allow you to book on the app rather it forces you to their website. My app shows I have 106 voyager points yet when it forces you on the website, it shows 0. I have logged out and logged in of both and it is the exact same login. I have referenced out reservation number in this email. Further, I have called the customer service number which only takes you to each individual location and they have no clue how to help with online items. There is 0 emails, 0 customer support beyond the individual locations or help from any of their social media sites. I CANNOT move forward until this has been corrected. The absolute frustration that this company has provided with 0 solutions on purpose is guiding me towards never staying here again. It's extremely unfortunate as we loved our stay. Please assist. My email associated with the account is ******************** and my number, ************ is associated too.
Business Response
Date: 05/20/2025
Dear ****** *********,

Thank you for reaching out to the Great Wolf Lodge ************************ As a valued Voyager member, your satisfaction is our top priority. We truly appreciate your patience as we worked to address your membership inquiry.

Case Number: 02219384
Date Created: 5/16/2025
Reason: Voyagers - Missing Points

Were pleased to inform you that our team has reviewed your case and taken the necessary steps to resolve your concern. We reviewed your Voyager profiles and confirmed that you had 2 active accounts. While we are not able to merge 2 active accounts, we were able to transfer the 106 points over the to the account you are able to access which had 0 points.

We truly appreciate your patience and understanding throughout this process. Thank you for allowing us to be part of your familys memories!

Wishing you a howlin good day!

Howls!
**** S
Guest Communications Specialist
Great Wolf Lodge - Customer Contact Center
Initial Complaint
Date:05/16/2025
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.
This is regarding complaint ID ********, which was closed today. The business did not respond and when I went to reject the response today, I saw that this complaint was closed for a second time. I apologize for not responding sooner, but I thought I had until today, 5/16. I am reattaching the initial complaint. I did receive a phone call from *****************, the business's insurance company on Monday, April 28, who communicated on my behalf with Great Wolf Lodge. We were promised a free three night stay as compensation for our poor experience. However, no one from the Lodge has reached back out to let us know how we can redeem this compensation. We were told we'd receive vouchers in the mail or would be able to pick them up, but this was never confirmed one way or another.
Business Response
Date: 05/21/2025
Dear **** *******,

Thank you for choosing Great Wolf Resort. We have received your concern submitted to the BBB and apologize for any frustration caused.

Upon further investigation, we discovered the 3-night voucher was sent to you, but the email bounced back. We have asked our team to resend the voucher to your email ********************* Our team confirmed that they successfully resent the voucher on 5/20/2025. Please note, it may take a few minutes or up to 24 hours for the email to arrive in your inbox. If you don't see it there, we kindly ask you to check your spam or junk folder, as sometimes emails can inadvertently end up there.

Again, we apologize for any inconvenience caused and we look forward to welcoming you and your group to the lodge very soon.

Thank you,
Britany
Initial Complaint
Date:05/15/2025
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.
We had bought a Suite and a cabana for each day , so lots of money spent. We get to our cabana to have constant noise and pounding the whole time with a baby because they are remodeling the roof. A couple hours go by and we are showered on by pieces of shingles and some wood. Mind you im feeding my child a 2 month old, and he gets some by his eye and a couple scratches. We were told the cabana would be taken care that was $380.00, now a week later on the 12th of May they decide to charge us . We received nothing for this accident but offered a antiseptic wipe for my child . This is a joke right?. I am trying to get refunded but they say there is no card on file to refund but they had a card to just charge us. Then im told we will give you a 100 dollar credit but you have to buy a cruise vacation first. Sharp pieces of shingles showered on us all , all over our stuff and expensive formula and food I had to toss and this is how we are treated. Our whole day was ruined 1500 we spend plus food and arcade and build a bear, and drinks . That cabana SHOULD NOT HAVE BEEN AVAILABLE that day in the first place. I've been in contact with multiple people for 7 days now trying to make anything right . Things should have been taken care of and the cabana is just an obvious , this place is very lucky my babies eyes weren't severely damaged. I'm sorry but I think our whole stay should have been taken care of and we are even being charged for the cabana. We don't ever ask for anything from anyone , we don't need to honestly but this has all just been too much of unprofessional business and not caring for the guests when we keep the business running . We would like our $380.00 back atleast from the cabana that showered us with shingles, and we didn't even get to use the whole day or enjoy anything else , after spending about $2,000 the stay after it was all said and done.
Business Response
Date: 05/20/2025
Dear ****** ******,

We thank you for choosing Great Wolf Resorts. We have received your concern submitted to the BBB and apologize for any frustrations caused. Please note that a refund of $381.95 was issued to you on 5/20/2025. Please note, the refund may take 7-10 business days to reflect on your account, depending on your financial institution.

Once again, we apologize for any inconvenience caused and look forward to welcoming you and your group to one of our lodges in the near future.

Thanks,
******* *.
Initial Complaint
Date:05/12/2025
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 stayed at the ******************************** May 9 - 10, 2025. The supervisors named ******* and **** both made a horrible experience for family at the great wolf lounge in *****, ************ made my wife uncomfortable by asking her on multiple occasions if she was in danger to the point my wife was upset. Both **** and ******* would only accommodate a refund on our deposit when we specifically addressed the following issues with the room and facilities:1.The 4th floor vending machines did not properly work 2. Our room had food all across the floor when we checked in 3. There were chocolate on the pillows in the master room 4. There was no toilet paper within the room leaving my son to move bathrooms when the first roll ran out. 5. The bathtubs and sinks did not have working drains and stoppers; not allowing us to use those tubs and sinks 6. Certain *************** did not work properly leaving us with money wasted and no employee to help. The only other they gave us for compensation was our deposit back and a comp for the add ones, with one add on automatically given to us without there authorization but the night team as they could only express the need for a manager. ******* consistently made my wife feel singled out as a victim in an unfounded abuse accusation, which I take extremely seriously. This was extremely uncomfortable for her, forcing her to avoid her presence several times. **** was extremely ******* initially meeting and expressing concerns, they offered no room compensation but deposit waiver for charges added to room and water park passes that surely will not be used while they continue to work there. This is coupled and supplemented with the constant stalking and pestering by the management while we were at the pool. On multiple occasions, we caught **** observing us and our actions within the pool area; leaving us to walk on egg shells on actions.A refund for our experience would be the only necessary conclusion.
Business Response
Date: 05/14/2025
Dear ******,
Thank you for choosing Great Wolf Resorts. We have received your concern submitted to the BBB and apologize for any frustration caused. After reviewing your concern, we see that the lodge comped your room and package. A refund of $545.89 was processed on May 13, 2025, due to your experience. Please note that the refund may take 7-10 business days to appear in your account, depending on your financial institution. We have sent you an updated invoice to the email on file.

Once again, we apologize for any frustration caused.

Thank you,
Britany
Business Response
Date: 05/14/2025
Dear ******,
Thank you for choosing Great Wolf Resorts. We have received your concern submitted to the BBB and apologize for any frustration caused. After reviewing your concern, we see that the lodge comped your room and package. A refund of $545.89 was processed on May 13, 2025, due to your experience. Please note that the refund may take 7-10 business days to appear in your account, depending on your financial institution. We have sent you an updated invoice to the email on file.

Once again, we apologize for any frustration caused.

Thank you,
Britany
Initial Complaint
Date:05/09/2025
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.
We stayed at the ** lodge in ****** shortly after opening. our room was filfthy and not clean. we told the house keepers this and they pretended not to speak english. we did not get clean sheets or towels. we also added a third day and were charged more than we were told on the phone. I complained and the housekeeping manager **** promised a refund which they claim was sent to a card which we did not get. we were offered a replacement stay/ voucher and we agreed. a month later **** tells me they can not do anything about this now and to call my bank. TO CLARIFY WE ARE PERFECTLY FINE ACCEPTING THE TWO DAY STAY VOUCHER WE WERE PROMISED AND WOULD LIKE IT TO BE SENT TO *****************************************************************
Business Response
Date: 05/18/2025
Dear **** ********,

Thank you for reaching out to the Great Wolf Lodge ************************ Weve created a case to address your concern and our Pack Members are actively reviewing the details.

Case Number: 02208016
Date Created: 5/9/2025
Reason: Guest Concern - Lodge

After thorough investigation with your experience at the lodge, a new voucher was shipped to ****************************************************************** Once received, you will be able to provide us with a call directly in order for us to honor the voucher and book your complimentary night. We sincerely apologize for any inconvenience this may have caused during this time.

Wishing you a howlin good day!

Howls!
**** S
Guest Communications Specialist
Great Wolf Lodge - Customer Contact Center
Customer Answer
Date: 05/18/2025
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.

[Please type your response here.]
We need another one we did not get the one that they said was mailed- please resend it
we were promised a 2 night voucher

Regards,

**** ********
Business Response
Date: 05/20/2025
Dear **** ********,

Thank you for reaching out to the Great Wolf Lodge ***********************.

Case Number: 02208016
Date Created: 5/9/2025
Reason: Guest Concern - Lodge

After thorough investigation with your experience at the lodge, a new voucher was shipped to ************************************* for a 2-night complimentary stay. Once received, you will be able to provide us with a call directly in order for us to honor the voucher and book your complimentary nights. We sincerely apologize for any inconvenience this may have caused during this time.

Wishing you a howlin good day!

Howls!
**** S
Guest Communications Specialist
Great Wolf Lodge - ***********************
Customer Answer
Date: 05/21/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

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

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Great Wolf Lodge is NOT a BBB Accredited Business.