Complaints

This profile includes complaints for Great Wolf Lodge's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Great Wolf Lodge has 22 locations, listed below.

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• 

  Great Wolf Lodge

  PO Box 50 Wisc Dells, WI 53965-0050

• 

  Great Wolf Lodge

  12681 Harbor Blvd Garden Grove, CA 92840-5857

• 

  Great Wolf Lodge

  1 Great Wolf Dr Scotrun, PA 18355-9000

• 

  Great Wolf Resorts, Inc.

  4600 Milan Rd Sandusky, OH 44870

• 

  Great Wolf Lodge Southwest Florida

  3900 City Gate Blvd N Naples, FL 34117

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:05/15/2023

  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.

  I checked in April 15th, I was excited to visit as this was my first time. I purchased my room through southwest vacations and my room was paid in full, I even chose an upgraded room for beet experience even though it was just my son and I. We were planning to do a mostly ****** trip and have the option to stay at A cool resort. First day we arrive at 7 am and all day it was issue after issue, I was beginning to hate the place. The attitude of the employees are great but as soon as something goes wrong they get bitchy and condescending one employee had the nerve to tell me I needed to call the police on another employee, not family friendly at all. My room was filthy and the bed had spots on it. All this aside I woke up my first morning to my card being shut off. And to my surprise it was because the lodge charged me for two different charges totaling over my entire 4 day ****** vacation budget. I have a savings account to where I can transfer money but it wont be available for 72hrs so my card was in the negative and I still had my entire vacation left. I was told it was an accounting error and that they originally thought ,my room wasn't paid for so they charged me. Then they accidently charged me twice and tried refunding the first one and never even attempted to refund the second charge until I was on the phone with the director. So my entire ****** vacation I was counting the cash I had on me because of course the bank did not refund me until I was back home. That meant that the reservations we had at ****** were cancelled, the sites we wanted to see cancelled, the entire trip that I paid for was ruined because I didnt have the money in my account. As a single mother and fulltime student I was put in a situation that was not resolved in the manner it should have been. I had to explain to my son that all the things he was excited to do we couldn't because of an accounting error. Oh and corporate was no help. The response to everything here seems to be nothing.

  Business Response

  Date: 06/01/2023

  Dear Aukemi Hare, 
  
  We thank you for choosing Great Wolf Lodge, we sincerely apologize for the issues encountered and any frustration caused.  Upon review of this matter, it was found meals (2 breakfasts, 1 lunch, and 2 dinners) were provided as compensation due to the issues encountered during your stay. 

  Once more we apologize for any frustration caused and hope to welcome you back soon.

  Thank you. 

  All the best, 

  ********
  Service Performance Coach

  Customer Answer

  Date: 06/01/2023

  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.
  
  [Please type your response here.]
  
  Regards,
  
  Aukemi Hare

   

  Meals in exchange for my entire vacation being messed up. I missed meals at **********, and excursions I had planned. That is not an even exchange. Please make the address of where I can send a claim to available. 

  Business Response

  Date: 06/15/2023

  Dear ******, 

  Our Director of ***** Services would like the opportunity to address any outstanding concerns.  Could you please provide a valid phone number and days you may be available so that he may reach out and discuss with you?

  Thank you. 

  All the best, 

  ******** 

  Service Performance Coach

• Initial Complaint

  Date:05/14/2023

  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.

  This place is very unprofessional and ghetto. Children running and jumping in the hot tubs unattended same thing in the lazy river trampeling all over the toddlers we had with us. Then I was racially profiled at the buckets counter for an alcoholic beverage. I was told my drivers license was illegal because a void was placed on it from a recent name change. She asked me where was the paperwork that was stapled to my license I explained to her they didnt staple it but I have it. And she said ok because this one wont scan because of the void. I said it do scan try it. She said well we dont have a scanner we need the paperwork. So I walked up four flights of stairs grabbed the temporary license and my court documents affidavit that I paid $12 to be stamped proceeded back to the counter to purchase my drink and she looked through all the paperwork said she dont know if she could accept it because my temporary dont have a picture on it. I explained to her they dont do that in ******** even pulled up the Secretary of State website that still wasnt good enough she asked another lady she said let me get my manager. He comes out and say he lived in ******** the paperwork legit but since my drivers license say void they cant sell it to me. Have someone else in my party whos 21 with a valid license purchase my drink. I know for a fact thats illegal and Id like to see documentation that say otherwise.

  Business Response

  Date: 06/01/2023

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

  We thank you for choosing Great Wolf Resorts and sincerely apologize for any frustration caused.  We have confirmed with our lodge management that they have been able to discuss this matter with you and provided compensation due to the situation encountered. 

  Once more, we apologize for any frustration caused.  We hope to welcome you back soon!

  Thank you. 

  All the best, 

  ******** 

  Service Performance Coach

  
  

• Initial Complaint

  Date:04/21/2023

  Type:Customer Service 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 contacted it great Wolf Lodge due to higher price as advertised being charged to my card. I received a promotion code that will save me 30% off but was only given 10% off per the manager. I asked for the matter to be escalated and the manager stated they will handle the false advertisement internally but no one will call me about me being overcharged.

• Initial Complaint

  Date:04/13/2023

  Type:Customer Service 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.

  We stayed at the Great Wolf Lodge in *****,****. April 3 to 4, 2023 in room ****. We arrived early and enjoyed the early swim *** with our son and three ****** sons. They had a blast. Went to our room at 6 pm to find p*** on the bottom of the toilet. Went to front desk to make a complaint and house keeping was going straight up. When we returned back to our room the p*** was still on the toilet. Pic is attached.The next day as we were getting ready to hit the swim area we heard a ********* Electric went out and swim area shut down due to no electric. We ventured off and shopped till electric was restored. Hours later. *** attached on time went out **** am and restored estimate 300 pm.Also noticed roof damaged from our balcony on the pool area. Not looking like cosmetic stuff is taken care of. ******* attached e

  Business Response

  Date: 04/12/2023

  I have attempted to reach guest by phone at the number left for correspondence. Guest has not returned messages.

• Initial Complaint

  Date:03/08/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I recently stayed at The Great Wolf Lodge on March 2-March 3. While we were there we had three experiences in which ********* were closed for p*** being in the water. Once incident took place in the kid pool. It would have not been addressed had I let the main life guard know. In which then they closed and cleaned the pool. After returning home, our family became ill. I also read on a parent blog that other families had experienced the same thing. I tried reaching out to the resort directly numerous times and have had no help. Our reservation number is ********. Please refund my original form of payment in the amount of $287.61

• Initial Complaint

  Date:02/27/2023

  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.

  We stayed at the night February 21st for one night. Our invoice was sent without charges from 2/22 on it which should have been no more than $80-$100 for that day as we only made purchases at the buffet for breakfast and at Dunkin. It looks like the charges for 2/21 were on the invoice. I believe we spent a total of around $200 give or take, however our account was charged for nearly $300 (in addition to the pup pass and reservation charge which are correct). I believe we were overcharged. I have called twice on 2/23 and 2/27 asking for an updated invoice or further explanation of charges so we can compare and find the discrepancy. We have not received a response. Please contact us with an updated invoice and allow us to dispute charges that are inaccurate.

• Initial Complaint

  Date:02/16/2023

  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.

  Recently I purchased a room listed at $206/ night (2 nights). I also added some add-ons which totaled to $775. Upon payment processing I received a receipt for $1005. I also noted that the Great Wolf Lodge system added an additional package. - I connected with a Rep, who acknowledged the inadvertent added add-on. She removed it but the total price stayed the same. I asked her to furnish a detailed itemized list of charges. She mentioned that the rate room fee was *******% but when we calculated the true %, it was around 24%. When I pointed out that the actual % fee was higher than her offered *******%, she insisted my math was wrong despite my providing a detailed calculation. - I was then transferred to a supervisor. The supervisor, *****, clarified that the room fee is ****%. However, when we plugged in the charges, he agreed that the actual fee % was higher. At this point he disclosed further hidden fees such as a parking rate (not in the original receipt) as a potential justification of the total cost of $1005. But the numbers still did not add up. - I was then transferred to a corporate manager, ***************************. He insisted that my math was wrong but when we plugged in the numbers, he also acknowledged that he was missing something, as the numbers did not add up. After placing me on hold and investigating, he told me that the room rate has a room fee of *******% plus a sales tax of ******%, making the total tax/fee on the room ******%! In addition, there was an undisclosed parking fee. He also apologized for the original extra add-on that was mistakenly added, citing a known glitch in their system, of which they are addressing. - He was unable to clarify whether the add-on packages (food/dining) incurred the sales tax % only or the combined room fee % plus the sales tax %, but advised I contact guest relations to figure out how the numbers are reconciled. I have yet to receive a list of what I am being charged for.

  Business Response

  Date: 02/20/2023

  Our apologies for the issues and frustration.  Upon review, we see that we reached out and received a reply that the issue has been resolved.  Please contact us if this is not the case.  Hope you enjoy your stay with Great Wolf Lodge.

  Customer Answer

  Date: 02/20/2023

  [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:02/12/2023

  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.

  Me and my family stayed here on 7th February 2023 first off going to our room the cleaning people were running by with laundry bags and knock my 2 year old daughter over and continued to run away when I tried to say something all the staff were extremely rude and mean. The food was not edible it was hard as a rock like it was old. I went to the front desk and they said Id be refunded $100 back for reservation and money back from my food package. I received the $100 but nothing for the food package. I drove hours to have an awful stay.

  Business Response

  Date: 02/15/2023

  At Great Wolf, customer satisfaction is something we take very seriously and apologize if your stay did not meet yours or our expectations.  We show that all compensation discussed has been refunded on 2/8/23.  We have also sent you a copy of the final invoice via email showing the refunds.  

• Initial Complaint

  Date:02/03/2023

  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.

  I made a booking for a one nights stay at Great Wolf. Our 1 1/2 old dog had to be euthanized unexpectedly and our kids were devastated. We thought a water park stay would be a good way to get their minds off of the situation. Unfortunately not even a day after I booked our say our son got the flu. I called to cancel our reservation about 20 hours after making the booking, it was a day and a half from our stay. I had to argue for them to even refund a portion of our money. I explained to them the situation and they still thought keeping $50 of my money was the best idea. I would like for Great Wolf to refund the $50 from my reservation. My booking confirmation number is ********.

  Business Response

  Date: 02/14/2023

  We have reached out via phone and email but have been unable to connect.  We have issued the credit. We are truly sorry for your loss.  We hope you will give us another chance to providing a better experience for you going forward. Thanks again for bringing this issue to our attention.

  Customer Answer

  Date: 02/15/2023

  [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:01/27/2023

  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.

  I took my family (myself, wife, 3 and 5 y/o) to GWL in *********, ** December *****, 2022. This is the second time we have been to this particular GWL, and the second time they have messed up with the bill. The first time we went (January 2022), the kids had a blast. However, there were numerous issues with the stay, which culminated with a bill stating I was being charged for towels not returned. I reached out to GWL several times, and only after leaving a negative review did a manager contact me. They provided me with a $100 courtesy voucher and asked that I give them another try.So fast forward to December 2022. Again, the kids had a blast. However, the room was run down (i.e.light fixtures falling off the wall, electrical outlets coming out, tub clogged, bunk bed with loose screws/unstable, etc), and the overall attitude of the front desk/valet was unprofessional at best. When I booked the stay, I was told to present the courtesy voucher upon check-in to receive the credit. When I checked in, I presented the voucher, and the attendant took it and stated it would be applied to my bill. We checked out, and I did not receive an email of my bill. After several attempts to contact, I eventually received the bill. They charged me twice for a package (we only ordered and received one), and did not apply the credit. I again reached out several times, and eventually was able to speak to a customer service agent. They created a case file, and about a week later I received notice that they had credited the double charge to my credit card. However, they did not apply the $100 courtesy voucher. Now I must spend what will likely be several more weeks attempting to contact them to get this resolved. I am skeptical though, as I had to surrender the voucher upon check in. They have overcharged me 2 out of 2 stays. There will not be a third time.

  Business Response

  Date: 02/19/2023

  We have investigated the matter and found that a refund was issued on January 30, 2023.  We have reached out via phone and email but have been unsuccessful.  We apologize for any inconvenience this error has caused.