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

  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:04/10/2025

  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.

  On two separate visits to Great Wolf Lodge, I developed a UTI from entering their hot tub. 11/2023 and 4/2025. The lab results determined it was from E. Coli. I have had to seek medical treatment and take prescription medication on both occurrences. The first time, I let it go. But it is no coincidence that 2 years later, I get diagnosed with a UTI again, days after my visit. This business needs to make sure regular cleaning and testing is being conducted to prevent bacteria.

  Business Response

  Date: 04/16/2025

  Good morning, *******.
  
  We thank you for choosing Great Wolf Resorts. We have reviewed your summited your concern to the BBB and apologize for any frustration caused. We've forwarded your concerns to our Management team for further assistance. A representative will reach out to you at the earliest possible opportunity to discuss this matter further. Your patience during this process is much appreciated.
  
  
  Thank you. 
  Britany

• Initial Complaint

  Date:04/09/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 Great Wolf Lodge to celebrate my autistic 9-year-olds birthdays. Unfortunately, a 3.5-hour power outage on the second night turned what should have been a joyful trip into a stressful and disappointing experience.Thankfully, all my children were in our room when the outage began, but it quickly became too hot to stay. We went to the dark, overcrowded lobby to cool off, but the noise and stimulation were too muchmy autistic toddler cried uncontrollably. We eventually had to go outside to help him calm down.Autistic children rely heavily on routine and first impressions. This trip was meant to be a positive experience, but my 9-year-olds cried the first hour due to overstimulation and fear the trip might be cut short. Once the power returned, they were too afraid to re-enter the room. It took me 30 minutes to calm them down and convince them it was safe. The anxiety continued the rest of the stay.I contacted guest relations Friday afternoon requesting a refund and the opportunity to return, and received a case numberbut no response after 3 business days. Saturday morning, only one activity was possible, as my toddler needed rest. Despite paying for a 2 p.m. checkout, our keys stopped working at 11 a.m. As a disabled vet, packing everything up without access was difficult.I received an offer for one complimentary night, but thats not enough. It took 4 hours to get the kids into the water park the first day. After the outage, they refused to try again. Even once home, they worried the power would go out ******** requesting a full refund and a complimentary 2-night stay to give my kids the birthday experience they deserve. Great Wolf Lodge needs to understand how hard it is managing autistic children in these situationsand how deeply this affected them.

  Customer Answer

  Date: 04/10/2025

  We stayed at Great Wolf Lodge to celebrate my autistic 9-year-olds birthdays. Unfortunately, a 3.5-hour power outage on the second night turned what should have been a joyful trip into a stressful and disappointing experience.
  Thankfully, all my children were in our room when the outage began, but it quickly became too hot to stay. We went to the dark, overcrowded lobby to cool off, but the noise and stimulation were too muchmy autistic toddler cried uncontrollably. We eventually had to go outside to help him calm down.
  Autistic children rely heavily on routine and first impressions. This trip was meant to be a positive experience, but my 9-year-olds cried the first hour due to overstimulation and fear the trip might be cut short. Once the power returned, they were too afraid to re-enter the room. It took me 30 minutes to calm them down and convince them it was safe. The anxiety continued the rest of the stay.
  I contacted guest relations Friday afternoon requesting a refund and received a case numberbut no response after 3 business days. Saturday morning, only one activity was possible, as my toddler needed rest. Despite paying for a 2 p.m. checkout, our keys stopped working at 11 a.m. As a disabled vet, packing everything up without room access was especially difficult.
  The next morning I received an offer for one complimentary night, but after everything my children experienced, a refund is more appropriate. They were scared, overstimulated, and left with a negative memory of what was supposed to be a birthday celebration.
  I am requesting a full refund for this visit. Great Wolf Lodge must understand how disruptive this experience was for children with autism and how poorly it was handled.

  Business Response

  Date: 04/16/2025

  Good morning, *****.
  
  We thank you for choosing Great Wolf Resorts. We have reviewed your summited your concern to the BBB and apologize for any frustration caused. We've forwarded your concerns to our Management team for further assistance. A representative will reach out to you at the earliest possible opportunity to discuss this matter further. Your patience during this process is much appreciated.
  
  
  Thank you. 
  Britany

  Customer Answer

  Date: 04/23/2025

  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.
  
  This is just another message verifying my complaint was received and is being reviewed. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:04/09/2025

  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.

  Our family has a reservation to stay at the great wolf lodge ********** location from3/6/2025-/3/10/2025. On 1/19/25 we made the reservation and put a deposit down of $470.25. We canceled our reservation 2/8/25. We were told that my debit card my original form of payment wouldnt let the refund go back on. So I called my bank and they said the card was perfectly fine. The great wolf lodge tried my card some more and still said it wouldnt go back on. They said they would have to mail a check it would take 4 weeks from 2/8/25. Never received it in March a month later. Called back said they send it.called back again towards the end of March 26th said it had been sent out and would be here in a week. It is now April 9th they told me to call back April 9th if I hadnt gotten it in the mail by now. I called they told me it was sent out on the 5th of April. And that it would take 8 more weeks to get it. Then I talked to them later and they said nothing has been sent out and they are investigating it. I want my refund! This is absolutely insane I have talked to 2 different people over the coarse of all these months and several different managers and everyone has a different story but I am still no closer to my refund. At this point its just theft.

  Business Response

  Date: 04/16/2025

  Good morning, ****.
  
  We thank you for choosing Great Wolf Resorts. We have reviewed your summited your concern to the BBB and apologize for any frustration caused. We apologize for any frustration this has caused. We have escalated your concerns once again to our Management team for further review. A representative will contact you at their earliest opportunity to discuss this matter in more detail. We appreciate your understanding and patience.
  

  
  Thank you,
  Britany

• Initial Complaint

  Date:04/08/2025

  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.

  This is against the Great Wolf Lodge corporation as a whole not against this specific location.I received a gift card for the amount of $300 for 2024 Christmas. The balance had been checked several times prior to our trip. We planned to use this gift card to help pay for our room. When we go to check in to the hotel we were told there was a zero balance on the gift card and that we would have to contact the main hotel phone number. I spoke with ***** at customer service and he told me that the money was sent to an unclaimed department and that I would have to contact my state treasury department to reclaim the funds. This gift card is less than one year old. I ended up speaking with a supervisor by the name of ***** who told me that he would escalate the situation on an attempt to have the funds put back onto the gift card, but could not guarantee that the funds would be available during our stay. I asked what the policy was since the gift card specifically states that there is no expiration date. ***** told me that they do this with cards that are 2-5 years d and sometimes cards that are 1 year old. This card is well under one year old. There was no reason to have the funds removed. He also told me that he would be speaking with the hotel to see if something could be worked out. I spoke with ********* the superior at the hotel this morning to see if there was any notes of a call being made and he said there were none.

  Business Response

  Date: 04/16/2025

  Good morning, ********.
  
  We thank you for choosing Great Wolf Resorts. We have reviewed your summited your concern to the BBB and apologize for any frustration caused. We apologize for any frustration this has caused. 
  
  Upon reviewing your gift card, we discovered that it (*********************) was purchased on December 26, 2019. However, it was sent to unclaimed property on February 23, 2025. Please note that while our gift cards do not expire if the funds are not used within 1-5 years, they must be turned over to Unclaimed Property as required by state law. As a business operating in the state, we are obligated to file an Annual Report of Unclaimed Funds. By law, we are only required to remit 43.2% to 44.4% (depending on the state) to the state of ********. You can also find this information in our gift card terms and conditions on our website. 
  
  However, since we are only required to submit a portion of the gift card, we would typically resend a replacement gift card for the remaining unsent amount. However, a $300 credit has been applied to your recent stay. We have sent an updated invoice to the email on your file, reflecting the addition of the $300 credit.
  

  
  Thank you,
  Britany

• Initial Complaint

  Date:04/03/2025

  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.

  3/29/2025-Great Wolf Lodge made an unauthorized charge against my credit card for $593.98 I booked an overnight stay for my daughter/granddaughter for one night stay on 3/28. I was charged ****** for stay on 3/23 and was surprised to see on 3/29 an additional charge of $593.98 was charged. I contacted **************** and was given a case number ********. I asked for an invoice of charges and was told that it would have to be ordered and they would contact me within 48 hours. My confirmation number for my reservations was QJYNT9FXJ9. No one has called me back. I filled out a credit authorization form since I wasn't going to be on the trip so they were not suppose to add anything additional to my credit card.

  Business Response

  Date: 04/16/2025

  Good afternoon, ******.
  
  We thank you for choosing Great Wolf Resorts. We have reviewed your summited your concern to the BBB and apologize for any frustration caused. We apologize for any frustration this has caused. 
  
  Upon reviewing your reservation and transaction history, we've discovered that the $593.98 charge on your account statement corresponds to the outstanding balance incurred from purchases made at the lodge. The $854.26 deposit that was made during your booking covered the cost of your room and any additional packages added to your stay. 
  
  
  Thank you,
  Britany

• Initial Complaint

  Date:03/28/2025

  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.

  -2/23/2025 is date of charge of a towel fee of $180 plus tax for towels returned by me, never mind the outrageous price -2/27/2025 I called and was told it was definitely a mistake on their part and charged would be credited to my account -after two weeks+ of waiting for the credit to show in my account I called again and was provided with the card number that was credited and it was not my card -still waiting for this to be corrected ($191.25) to MY account -no return phone calls -very difficult to get to speak with a supervisor/manager -nobody will give names of manager of ************************* GWL or President of the company

• Initial Complaint

  Date:03/25/2025

  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 file a complaint against Great Wolf Lodge ******* regarding my recent stay, which was the worst hotel experience I have ever had. Due to multiple issues encountered during my visit, I will not be returning to any Great Wolf Lodge locations in the future.Upon arrival, I immediately noticed problems with my room, including poor air circulation, which made the stay uncomfortable. However, the issues extended far beyond this. Despite my attempts to resolve concerns with hotel staff, customer service was slow to respond, exacerbating my frustration. While I was eventually offered an upgraded room for the second night, this did not rectify the negative experience of the first night, nor did it compensate for the lack of timely assistance. See picture of ****** a temporary measure, I was provided with Adventure Passes, but these were given due to the failure of corporate customer service to respond, not as compensation for the issues with my room. This gesture did not adequately address the problems I faced.Given the overall poor experience, I am formally requesting a refund for my stay, as the service and accommodations did not meet reasonable expectations. Additionally, since I will no longer be staying at any Great Wolf Lodge properties, I would like to know if my unused loyalty points can be transferred or compensated in another way.I believe a refund or appropriate compensation is a fair resolution given the circumstances. I hope Great Wolf Lodge will take this complaint seriously and address these concerns appropriately.

  Business Response

  Date: 03/30/2025

  Good morning, ******.

  We thank you for choosing Great Wolf Resorts. We have reviewed your summited your concern to the BBB and apologize for any frustration caused. We've forwarded your concerns to our Management team for further assistance. A representative will reach out to you at the earliest possible opportunity to discuss this matter further. Your patience during this process is much appreciated.

  Thank you.

   

• Initial Complaint

  Date:03/24/2025

  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 Sunday February 22nd 2025 I rented a room online the next morning my family and I were in a wreak and I tried to call reservations about our issue we were told we could not get a refund to call the hotel were booked at do I did with no call back being on hold for over an hr I've tried nurmous times to reach out with nothing this is really sad when it's family Oriented.

  Business Response

  Date: 04/03/2025

  Good morning,
  
  
  We thank you for choosing Great Wolf Resorts. We have reviewed your summited your concern to the BBB and apologize for any frustration caused. A representative will reach out to you at the earliest possible opportunity to discuss this matter further. Your patience during this process is much appreciated.
  
  
  Thank you.

  Customer Answer

  Date: 04/03/2025

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

• Initial Complaint

  Date:03/22/2025

  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 was gifted a Great Wolf Lodge gift card a few years ago. I made reservations online for my family and I to check in on Feb.28 - March 2, 2025. I was instructed to pay $333.10 at the time of purchase with the remaining balance of $392.02 to be paid upon arrival on Feb. 28. When we arrived I gave them the gift card that had the original balance of $200.00 on it to apply it to our remaining balance of $392.02. They said there was an issue with the card and told me they would look into and let me know the following morning. I was told by a manager the following morning that the gift card had been sent to their unclaimed department but that they would be able to get it back within a few business days and apply the credit to our stay. Attached are copies of the messages that went back and forth for the next few weeks. The back of the card clearly states that the balance does not expire nor is a dormancy fee charged, yet they told me they could only credit me $111.26 due to fees. They then stated that I needed to file a claim with the state of Delaware for the gift card. I am just asking that the full $200.00 card be credited back to our stay. They did give me the card back and I have it in my possession. Thank you!Reservation #NLDRHS9APG Wisconsin Dells, ** Feb. 28, 2025 - Mar. 02, 2025

  Business Response

  Date: 03/30/2025

  Good morning, ********.
  
  
  We thank you for choosing Great Wolf Resorts. We have reviewed your summited your concern to the BBB and apologize for any frustration caused. A representative will reach out to you at the earliest possible opportunity to discuss this matter further. Your patience during this process is much appreciated.
  
  
  Thank you.

• Initial Complaint

  Date:03/21/2025

  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.

  I bought pre-paid tickets for the water park for $80 for a visit on December 15, 2024. Calling the business, Great Wolf Lodge refused to honor those unless I provide a credit card. I was assured only a $1 hold would be placed on the card. Reluctantly, I agreed since I had no other choice. When I arrived at the **********, I was told I had to pay $15 for parking. Again I emphasized I did not authorize any charge at all on the card, provided the coupons for the day passes and paid parking in cash. We left the ********** in the afternoon. At night an email came that $1455 was charged on my credit card. As of today, 3 months later, the charge has not been reverted and Great Wolf Lodge refuses to revert it.

  Business Response

  Date: 04/03/2025

  Good afternoon,
  
  
  We thank you for choosing Great Wolf Resorts. We have reviewed your summited your concern to the BBB and apologize for any frustration caused. We've forwarded your concerns to our Management team for further assistance. A representative will reach out to you at the earliest possible opportunity to discuss this matter further. Your patience during this process is much appreciated.
  
  
  Thank you.

  Customer Answer

  Date: 04/09/2025

  [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 the business resolved the issue.
  
  Thanks!
  
  ***** ****