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:11/24/2023

  Type:Billing 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.

  I went to book a 4 night stay with Great Wolf Lodge today when I saw the rate drop from $712.49 to $617.49 at around 330pm - this rate was showing for over 2 hours. I have screenshots of this price and screenshots of the mistotalling calculations. However when you click continue to go to the next page, it is not subtotalling the stay accurately and gives a total for the 4 nights of $2849.96 which is divided by 4 which comes to $712.49 per night. I spent hours on the phone with their customer service trying to resolve this issue to get them to honour the rate of $617.49 only to be told that they would not because the rate of the payment page with tax of $3229.50 was the correct rate with taxes, despite me reiterating a million times that $617.49 X 4 does not equal $2849.96 and nowhere on the payment page does it tell you the nightly rate is actually something else. The first worker I spoke with admitted to me that her supervisor told her there is a glitch in the system and that they are trying to fix it. The second person when I was transferred to a manager named ****** insisted that the price displayed on the final page was accurate and therefore they would not honour any other rate, even though it was their site advertising $617.49. This is complete false advertising, and showing a rate and then having calculation errors - after I called in to complain - they have since adjusted the glitch. This company is completely lacking in honesty, customer service, and practices false and illegal advertising to trick its customers in to booking a package at a total higher than what it is advertising at.

• Initial Complaint

  Date:11/18/2023

  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 November 17th, at around 1:15 or 1:30, I went to get on one of the water rides. I was getting on the tube, I said out loud, "UT OH I can't believe I'm doing this"! Then, young man spinned the tube around and pushed me down backwards, being mean! I've seen many people go on that ride and I never seen anyone come down backwards! I was upset and really bothered by that! I went back up to voice to him that I know what he had done, and asked him why? He said he didn't know as he smearked, the started looking at me, with a nasty look, when he clearly did, cause he spinned me around, then pushed me! I said to him now I'm going to get on again, and this time, I want to go down facing forward, like eveyone else! And dont you do that anymore! This time he pushed me so hard I almost went out the tube! I was so scared, and bothered that I ended by day early than expected because I was very upset by what that young man had done to me twice! I could not sleep really, still having flashes of what could have happen, me being hurt, or killed while my daughter, is all alone at Great ***** Lodge! The young man knew exactly what he was doing he was still be mean when I had confronted him the first time! I would like that video to be replayed and watch! It's all there what happened to me, I am really bothered about the way I was treated, at Great ***** Lodge! This was not a great first experience for me!

  Business Response

  Date: 11/29/2023

  Dear *******, 

  We thank you for choosing Great Wolf Resorts and apologize for any dissatisfaction encountered.  We have forwarded your concerns to our local management team at the lodge. 

  We hope to welcome you back soon. 

  Thank you. 

  All the best, 

  ******** 

  Quality Specialist

• Initial Complaint

  Date:11/15/2023

  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.

  Had over 2k add ons for 1 day stay got fixes finally. Got charge twice for ****** talk to over 8 different customer service reps. I got charge for ****** for end of October **** cancellation today only got ******. Someone is going on my account adding stays and add ons. Need help to solve this issue.

  Business Response

  Date: 11/29/2023

  Dear *****, 

  We thank you for choosing Great Wolf Resorts and sincerely apologize for this matter.  Upon review, it was found the owed refunds have been issued back to you. 

  We hope to welcome you and your pack back soon. 

  Thank you. 

  All the best, 

  ******** 

  Quality Specialist

• Initial Complaint

  Date:11/13/2023

  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.

  When we arrived check in was not difficult but when we got a room all went horrible room is old ***** bathroom sofa bed horrible mattress sinks in make noise sheets ripped phone not working to call downstairs after going back down to complain i wasted my time which this was suppose be a one night stay it was a nightmare as per receptionist manager supervisor didn't even come to the front well i was told oh we have no more rooms available as we go back to the room from water park what I find flies and then to just top it of blood on sheets and pillows absolutely horrible.

  Business Response

  Date: 11/29/2023

  Dear *****, 

  We thank you for choosing Great Wolf Resorts and sincerely apologize for any dissatisfaction caused.  Upon review of this matter it was found a compensation of ****** was issued due to the concerns brought to our attention. 

  We hope to welcome you and your pack back soon. 

  Thank you. 

  All the best, 

  ******** 

  Quality Specialist

• Initial Complaint

  Date:08/30/2023

  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.

  I booked a stay from 8/24-8/26. I added a birthday package and a splash package. Upon checking in $100 was held on my credit card. Upon entering the room, we discovered that it was 80 degrees and the fireplace was on. I complained to the front desk and *****, ***** Services supervisor sent me back to the same room. She was dismissive, rude, and unprofessional. Also, the birthday celebration was delivered an entire day a head. After returning to the room, my niece who is 4 months old was sick from the heat. I went back to ***** and informed that my niece was ill and I had a medical condition and we could not stay in the hot room. On the day of the birthday, my nephew did not receive any of his celebratory items. The lodge forgot to celebrate his birthday. The room that we were placed in was dirty. There was hair in the bathtub, the sheets were ripped and filthy, and the dining area was dirty. We made several phone calls to the front desk, but each person promised to correct the issue and it was not corrected. We asked the staff in the hallway, but she did not speak english and stated that she could not help us. I did not receive a bill and my $100 is still on hold. I called customer service and no one knows when my money will be released. This visit caused me to be stressed beyond measure and ruined my nephew's 6th birthday.

  Business Response

  Date: 09/19/2023

  Good afternoon, 

  The lodge confirmed the guest was refunded for the Splashin Fun and the Birthday Bash package. Additional steps were taken to offer a complimentary upgrade on a ***********. 

   

  Customer Answer

  Date: 09/20/2023

  [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:08/26/2023

  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.

  Confirmation number# ******** Called the morning of 8/4 for the $84.00 special. We confirmed the price and then by the end of the conversation to ******. Said we changes with 24 hours. Called that evening and held for an over an hour. Called the next day and my mom held for over 2 1/2 hours and sent an email under the complaints section to ask for price change along with date change. The email stated that they would respond in 72 hours but no response was made.

  Business Response

  Date: 09/19/2023

  Good afternoon, 

  This guest was extended a refund. 

• Initial Complaint

  Date:08/15/2023

  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 am writing to express my profound disappointment and frustration regarding our recent stay at the Great Wolf Lodge in ***************. Our family had eagerly anticipated a memorable vacation to celebrate my daughter's 7th birthday. However, our experience fell drastically short of our expectations.During our stay, spanning from August 8th, 2023, to August 10th, 2023, we encountered a series of issues. In our first room:*Leftover food in bunk beds *Dust on railing above bunk beds *Stain on couch *Food splattered on walls *Behind the ** appeared to never have been cleaned *Table had rings from a drink and food still on it In our second room:*Sticky toy stuck to the ceiling *No cover on vent fan in bathroom *Someone elses hair in bathtub, all over the floor and on the towels *Bathtub didnt drain so you were standing in water ankle deep while taking a shower *Stain on pull out couch bed cover *No sheets for pull out, some were brought but the incorrect size, had to ask again *Asked that the bathroom be cleaned, cleaning people were in the room cleaning the bathroom. I again said to just clean the bathroom. Trash was still in there when we got back and the floor was not mopped. They came back and cleaned it again.In general the hotel was gross, the main lobby animatronics had so much dust on the back that it was starting to roll down. This is easily seen in the glass elevator. There was trash all over the parking lot. These are easy things to fix and would make an older hotel look a little nicer. I do have photos from our stay if needed. With 3 children this was supposed to be a fun place for all, but my 18 month old with special needs could not be on the floor. His one mode of moving is rolling, as he cant sit, walk, or crawl, but it didnt appear the carpet had been cleaned in months. The kids did have fun with all the different activities, just wish this had not overshadowed our stay. All of that said management did refund about ? of the price of our stay.

  Business Response

  Date: 09/06/2023

  Good morining, 

  We have reached out to the property directly regarding your concerns. We will provide a reposnes as it becomes available. 

• Initial Complaint

  Date:08/14/2023

  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.

  I booked our reservation with great wolf lodge and called within 24 to cancel. I sat for 3 HOURS on hold waiting to speak to a representative. Ive called 6 times since then to cancel and waited 30min and never was able to speak to anyone. Finally, today I was able to get the reservation cancelled! Now Im being charged a $50 fee because this business doesnt have enough customer service reps to answer the phone or anyway other than calling to cancel a reservation. If this is not resolved, I will be seeking legal action. I have all the screen shots of me calling and the wait times.

  Business Response

  Date: 08/25/2023

  Good afternoon, 

  After reviewing this case, we found no records of any guest interactions between the date the reservation was created through the website on 8/3/23 and the cancellation date of 8/14/23, that would support guest claim. This guest did not purchase the flex trip at the time of booking and is therefore subject to the terms and conditions of the cancellation policy. 

   

   

  Customer Answer

  Date: 08/28/2023

  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 makes this claim even more alarming based on the fact that I canceled the trip with a representative, after taking 2 weeks to get through to one. This was the only time I was able to talk with someone, which you are now claiming that I never did?  If you would have read the complaint correctly, it stated the amount of hold times to be able to cancel this trip which was not addressed. I have requested from AT&T and itemized bill showing the amount of times I called, especially within 24hours and waited countless hours for a representative. Due to this particular attempt (there were several other attempts), I was charged a cancellation fee due to calling in is the only way to cancel the trip no other option after waiting for HOURS on hold
  
  Regards,
  
  *********************************

  Business Response

  Date: 09/06/2023

  Good afternoon, 

  While we understand your frustration, we have made the determination based on the evidence provided. 

• Initial Complaint

  Date:08/11/2023

  Type:Billing 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 5/30/23 I made a reservation at the Great Wolf Lodge in **********, **. On appx June 24th I submitted a request to upgrade our room size. My request went to pending. On July 4, after repeatedly checking on the status and trying to contact someone at Great Wolf, I finally spoke with a representative. The representative confirmed my request had been received and advised that I would not find out whether it was being accepted until check-in. This was completely shocking! I explained that if my request couldnt be accepted, I needed to cancel my reservation. This is where it became clear Great Wolf Lodge held all the cards/me hostage.1) They wont confirm the room change that I need to meet my familys needs but have already required I promise to pay for it just in case they decide to. I wasnt made aware that my request would be pending until checkin and it would be only then that I would learn whether Id be assessed the additional charge. 2) They wont allow me to cancel current reservation without penalty so that I can make a new reservation for the upgraded room that better meets my familys needsIm of the position that my request is completely reasonable and the ethical thing for Great Wolf to do is allow me to upgrade the room AS THEY OFFERED. I have confirmed the upgrade is available by going through the process of reserving the requested room on the requested dates.

  Business Response

  Date: 07/05/2023

  Good afternoon *********,

  Thank you for reaching out, unfortunately you placed your concern here with the BBB for the ***********, ** Lodge and it appears your concern is with the **********, ** Lodge.  I have shared your concern with the lodge in ******* and forwarded to the Director of ***** Services at this property.  I am closing this out on our end and I hope you are able to resolve your concerns with them.  Enjoy your day!

  Kind Regards,

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

  Customer Answer

  Date: 07/05/2023

  
  Complaint: 20274400
  
  I am rejecting this response because:

  The issue was not resolved, but instead passed to someone else. The statement that my reservation is made at the **********, ** location is correct. The representative I spoke with wasnt at the ********** location, but instead worked out of a location that represented all locations, as a corporation such as Great Wolf would. 
  
  I will continue to allow this business the opportunity to work out the details necessary to follow through with honoring the offers they extend. Alternatively, I am also still open to having them release me from the unreasonable expectation they have placed on me, allowing me to move on with making proper arrangements for my family. 
  
  Sincerely,
  *********************************

  
  

  Business Response

  Date: 08/11/2023

  Good afternoon, 

  The ** lodge reached out and committed to honor the **Stand by offer for an upgrade at the price agreed upon. 

  Customer Answer

  Date: 08/14/2023

  [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,
  
  *********************************
  

  Customer Answer

  Date: 08/14/2023

  [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:08/10/2023

  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 July 9, 2023, I took my family to Great Wolf Lodge in ************, **********. As we sat in the pool area watching our kids play in the pool, a female employee walked so close behind me that I hit her when I was moving a hula hoop back and forth. I immediately turned around and apologized because I felt that I hit something; this is the same employee that I later discovered was taunting me and my fianc. As we sat there my fianc had been hit several times by the employee unbeknownst to me. I witnessed the lifeguard intentionally hit my fianc on her head. I immediately addressed the employee and informed her that she hit my fianc on her head and to take a step back to prevent doing it again. The lifeguard stated that we were sitting in her zone. I was livid. What zone? There was no signage that alerted us that we could not sit on the side of the pool and there certainly wasn't any signage that said, "Lifeguard Zone". We got up and went to the other side of the pool. As our family and friends played in the pool, I observed the person that management switched out intentionally raise his lifeguard apparatus to prevent hitting anyone in the head. This was a problem for me. My fianc has stage 4 breast cancer, and she was repeatedly hit in the head, yet this employee didn't hit one person in the head. Why was my fianc repeatedly assaulted? I walked inside to an employee and demanded to speak with management. After I complained to that supervisor, I wanted to complain to someone above him. This was not okay. My fianc is undergoing stage 4 breast cancer treatments which ****, and she shouldn't have been treated this way. I spoke with ******************** who informed me that he would investigate and review the cameras to which he has not. I sent him an email on 07/14/23 at 11:16 am to follow up and still no response. I paid $1,066.26 not including $200 for wolf passes all to be assaulted by an employee. It is so disrespectful for ******************** to fail to follow up.

  Business Response

  Date: 08/16/2023

  The lodge has commited to reaching out to the guest to provide financial compensation. The investigation into the other allegations remains open and ongoing.