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

  2501 Great Wolf Drive Mason, OH 45040

• 

  Great Wolf Lodge

  3950 Victoria Ave Niagara Falls, ON L2E 7M8

• 

  Great Wolf Lodge of Concord

  10175 Weddington Road Ext Concord, NC 28027

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:12/28/2022

  Type:Sales and Advertising 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 had ordered a gift card for $200 on Dec. 6th and should have received it by Dec. 20th. We did not receive the card and contacted Great Wolf Lodge several times about this card. They gave us another date to receive the card and those days passed without the card. We asked them to email us a certificate we could use instead of the card and they refused. They would not transfer us to the corporate office to resolve this issue. We disputed the charges with our credit card company and reported them for fraud.

  Business Response

  Date: 01/02/2023

  We thank you for bringing this to our attention.  We take tremendous pride in providing a Great Wolf experience in every contact we have with our guests.  After review we agree that it also did not meet ours standard for a Great Wolf experience.  We have reached out to the guest and they have allowed us the opportunity to make the situation right.  We have reshipped the gift card.

  Customer Answer

  Date: 01/03/2023

  [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:12/19/2022

  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 trip to GWL for 1/20/23-1/22/23 for my husband and two children. When a conflict in schedule arose I reached out on 12/19/22 to see my options. I was immediately lied to about the cancellation policy, was told that their cancellation policy did not apply to me, and told i would forfeit the entire $640.26 reservation fee to get out of this. Even though the representative "*******" said their policy would be a maximum of $50 to cancel outside of the 3-7 reservation window. I was then told a supervisor "******" said that I could then cancel for $100 and then eventually changed to $50. This practice and intimidation is illegal and they are not upholding their own policies and attempting to lie and gaslight people into providing unecessary sensitive information to bully them into staying at their resort. She would not transfer me to a manager/supervisor or give me a transcript of our conversation. All of this in attempt to silence me into following a policy that simply doesnt exist. I have stayed at this lodge 5+ times and have even cancelled without penalty so it seems quite odd to me they have resorted to these practices. I want to speak to a manager and I want something done about this terrible experience. I took pictures of the conversation with my phone since i was refused any copies and any help and had to ask for their names numerous times before I could even get a response. Not sure if those are the names at all but i have the screenshots of all of this and im frankly disgusted they are acting this way as they used to be a good company to deal with and visit.

  Business Response

  Date: 12/27/2022

  In reviewing the situation it's clear our team made some missteps which we are addressing.  We've reached out to our valued guest via phone and email to apologize and correct this issue. We have been unsucessful in connecting.  We hope we are given the opportunity to correct this situation and you will continue to look to Great Wolf to bring you're family together. 

• Initial Complaint

  Date:12/13/2022

  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.

  Inquired on internet for Great Wolf Lodge, *************** *********. Connected ** to www.greatwolf.com. Looked thru info to end (passing booking/reservations) to gift cards. Entered info for purchasing $500 gift card. Receipt showed order number, shipping address which was correct, item ordered 1 Great Wolf Lodge Gift Card $500.00. This was on 11/26/22. My capitol card was charged $500.00 to GWR (great wolf resort) ********************* on 11/28/22. As of 12/12/22 no gift card received. I called initially on 12/8 to follow up. **** had to wait 10 working business days before would do anything. Called again 12/12/22. Unable to verify order # or any account. Advised above information to no avail. I hung up, called Capitol 1 and reported problem with charge who are also following up.

  Business Response

  Date: 12/16/2022

  Great Wolf has completed a review of the calls and purchase.  It's clear there were some misunderstandings and communication issues that could've been handled differently.  We are extremely sorry and addressing it with those involved.  We've reached out via email and left a voicemail offering to ****** or refund options.  We have not received a response.
  

• Initial Complaint

  Date:11/21/2022

  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.

  Paid $200 a night Oct 2nd and 3rd The Room had not been cleaned thoroughly to begin with, we waited 4 hours in the lobby because our room was not ready the time it was promised . So upon opening the door there was a foul odor the toilet had unknown spotting....there was food crumbs all around the bottom of the bed base one of the pillow cases had a yellow stain on it , the shower had black hairs stuck to the side walls...long story short we were not going to wait another hour for another room or pack everything back up for that matter as we had just drove 6 hours with 3 screaming kids no way... so we just went to the local Target store purchased some cleaning supplies and detailed the room ourselves. We contacted management and they really didn't seem to ************ frustrated we tried to make the best of it and we just had episode after episode our food was accidentally thrown off our table by the pool and we had to pay for additional meals the whole time we were there it was miserable. And no kind of refund or discount was offered by this establishment even after contacting several members of so called Management team.

• Initial Complaint

  Date:10/13/2022

  Type:Sales and Advertising 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.

  On the 1st night of a planned 3 night stay the hotel management demanded we pack and leave immediately due to 3 noise complaints(from the same room) One occurred while i was alone in room waiting on food, the guy said its isnt quiet hours but he had to come. Later in our room two employees knocked and said this is the third time pack your family and leave. I was informed the 2nd complaint happened while no one was in our room, but no employees managed to consider the source of noise might be a different room or the complaining room was calling without cause. At that time we asked the manager if the current noise in our room was too loud he said it wasnt but because a call was made we had to leave and local PD is on their way to the room. Follow up with management confirmed that 3 noise complaints means eviction from room even if hotel staff agrees noise was not excessive or guests were not even in the room at time of complaint.

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair 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 paid to stay at the great wolf lodge on my birthday 9-5-22 with my kids and aunt to celebrate my birthday. Upon arriving to check in, the lines were extremely longer than normal. The lines were so long past the restaurant and close to ************* which had to be more than 200 people. As I waited in the line for 5 minutes I noticed the employees were just handing out wristbands for the waterpark and stated they dont have to wait in line they can just play in the wAterpark. I was hearing people calling their family on the phone stated to come to the great wolf lodge, they were giving free wAterpark passes if you stay in the line. I didnt think much of it until I realized I was waiting in long overpacked lines to get on the rides. The great wolf lodge is supposed to limit the number of people so you can enjoy the wAterpark without the long lines. I pretty much feel Like I didnt have to pay to even get the waterpark, although I did with affirm, because people were getting in the wAterpark for free. The people that were going to check out, now stood in the line to get even more wrist band passes to have another two days of fun. Due to the park being overpacked I got really sick with a bad respiratory virus shortly after leaving the great wolf lodge. I ended up being placed off work for 3 days for being contagious. I couldnt breathe, and it wasnt Covid. I have asthma and my kids all had sore throats including my aunt. They shouldnt have given passes without showing proof of reservation or giving a reservation number to be fair to the paying individuals they pay to have a good time with their family. This completely ruined my birthday because a majority of my time was in lines. I lost out on wages, money from the doctors, and health. All they had to say, was it was a holiday and we monitor how many people come in the park and it wasnt packed to capacity. I ended up coughing up blood and thick mucus

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair 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 stayed Friday 8/19- Sunday 8/21. 1. Reservation Agent- When booking I informed the agent of the family dynamic and intent for our stay. I was paying for the visit for my daughter, my sister in law who has cancer and her daughter who was also having a birthday. I was offered the payment plan option to apply for Affirm; this was a great option again as I was paying for this and only shortly after we moved my sister in law and her family here from Oklahoma to start Cancer treatments. While this option was a great option It was not explained to me to be certain I was on the correct website. Long story short I typed in the information as given: m.affirm.com/greatwolf --- I was in a rush with the agent waiting for me on the line to complete the application process and it did not take me to the correct site and I was scammed at 400% interest! Now I have to check my credit for the next year and my information is out there. I was able to connect with the correct affirm site a couple of days later but at a VERY COSTLY PRICE. 2. Check in Desk Agent/ Process- I was NOT told at reservations or even check in that the park would be closing early on Sunday. I only found out from another family member who happened to also be there for her daughter's birthday. Had this been the case I would not have stayed this particular weekend as we like to utilize the park 3. Rooms- The rooms were filthy, housekeeping did not come and refill toilet paper or shampoo products. I had texted for more towels and forgotten about; we had to follow up downstairs after over an hour. 4. Barnwood Dining -Issues 5. RUDE STAFF 6. Waterpark Closures 7. Incorrect Billing Have tried to resolve with Director and only offered *** passes. NOT ACCEPTABLE. WE WILL NOT BE RETURNING

• Initial Complaint

  Date:08/18/2022

  Type:Service or Repair 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 went to great wolf lodge from August 16-August 17. We paid a very high price (higher than usual) I assumed was because the outdoor activities were open just like the website advertised. When we arrive to Great Wolf Lodge, all the outdoor activities are closed. Nothing outside was open because of construction, we were advised of the construction but not that the outside would be all closed because the website says one thing. The rooms were full of cockroaches, it is unfair that we paid such a high price for such a false advertisement.

• Initial Complaint

  Date:07/31/2022

  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.

  Reservation made and paid for with affirm. However they also charged my credit card the exact same amount and we have been fighting for months to get our money back. Get the run around every since time

• Initial Complaint

  Date:07/24/2022

  Type:Service or Repair 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 am writing to the great wolf lodge headquarters in *********. I stayed at the GWL in ********, **** June *****. I was supposed to stay 4 nights, but I was disgusted by the condition of my room, also the fact that people were smoking marijuana in the main lobby floor bathroom, also there was a man smoking pot outside his balcony next to our room, a woman walking around with her dog in the hotel, there was a lady having major issues in the bathroom that smelled horrible that I reported, and there were other issues in encountered. I reported all these issues and nothing was done so instead of staying 4 nights with you I cut it short to two nights. We were at your hotel to celebrate my birthday. My daughter loves the GWL and we have had amazing experiences at the ************* location and ******* location. When your hotel sent me a survey I took it and *************************** got in touch with me. We went back and forth on coming to a resolution since June. It is now almost August and he no longer replies to my emails to help remedy what happened. He is willing to give me 50% off a night which is a deal that exists for all customers. I said I was willing to give the ******** location another shot since my daughter was so upset we cut our trip short. If we came back I would be loosing money because I would have to drive 2.5 hours again which is mileage and gas, Id have to take my daughter out of summer camp and loose that money, and my husband and I would have to take additional days off of work. I have attached some of the conversations I had with *******. He is no longer responsive and I have been nothing but kind to accommodate his schedule to chat with me.