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:02/10/2025

  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.

  Me and my family went and stayed at the great wolf lodge in ************* our original stay dates were from Jan 4 to Jan 6. Our state was expecting a massive snow storm but we were informed that we would actually get charged more if we canceled the stay so we decided to still take the trip in the chance that the storm would miss us. the first night was fine looked as if the storm was going to move past, the next morning/afternoon Jan 5 we decided we had to leave because the storm was actually going to happen and it would hit sooner than expected so we left that evening, the staff we spoke with said she would speak with the manager about refunding us since we had to leave early due to the weather that it was manager discretion the staff member came back out and said the manager was unwilling to make ANY price adjustment at all. so we spent $1054 ( veteran discount was added to the stay as im a veteran not sure how much more we would have lost out on without that) on the stay not including food, gas, souvenirs for the 4 children and we lost out on the 3 wolf passes ($79 each) because the kiddos could not finish everything before we had to leave.

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair 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 came up on 1/4/2025 for a surprise visit for my boys. Everything was good until in the evening around 7:10 as we were standing in line for the slide to go down as a family. The fire alarm went off and everyone was told to go outside. We all were wet waiting to go back inside. Once we were able to go back inside, we were told the park was closed. There was no extension offered for the time we loss standing outside or no explanation of why the park was closed. We only had reservations for the night and were leaving the next day to come back to ******. When I asked management if we would be compensated in some way, I was told nothing could be done, I think this is very poor service considering the amount I as a single mom had to pay to do something with my kids, I know they would enjoy. Your management staff should be better equipped on handling situations like this or at least making their guest feel they matter and should have a great memorable time while staying at your establishment. I have waited for someone from this location to follow up with me but as of yet still have heard nothing back. Due to how we were evacuated outside my household got sick and came down with the flu after coming back.

  Business Response

  Date: 02/12/2025

  Good afternoon,

  
  Thank you for bringing this to our attention. Weve reviewed the guests concern and have forwarded it to the lodge for further assistance. As soon as we receive an update, well be sure to let you know.

  
  Thanks so much,

  Britany

  Customer Answer

  Date: 02/13/2025

  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 

  I would like to keep this open until now. I received some other type of resolution. I don't think it's fair to close it. When nothing has been provided to me other than this was forwarded over to the hotel to be looked into. I would like to wait until I receive another response.

  Thank you for replying back to this matter. In the meantime.

  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:02/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reservation ******** ************* / *******, ** We called to match a Groupon rate. The total price for Groupon for 8 people in ******* suit was ****** which includes the ***** resort fee in the price. When we went to price match the did the price incorrectly and charged an extra $50. Called back to fix it and they changed it to ****** for the grizzly suite and I'd have a credit of over 100 to spend at the lodge Then it randomly changed to ****** for grizzly suite and includes ***** more on top of that for a total of ****** I keep calling and wait yours and get no help. My daughters birthday party is coming up 4 kids 4 adults and we are so frustrated and can't get any help

  Business Response

  Date: 02/12/2025

  Good evening,

  We reviewed the account of the guest, who was previously quoted ******. We honored this amount before tax and fees. Furthermore, we have waived the ***** resort fee. Therefore, the guest should expect an adjusted total of ****** for their stay, before tax and fees. We have also informed the guest of these changes.

   

  Thanks,

  Britany

• Initial Complaint

  Date:02/05/2025

  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 overcharged for the second night. I called 1/19/25 and got a ref# for my complaint. The person emailing me said she would inquire and reach back out and has been ghosting me since.All I'm asking for is my money back for the second night. Great Wolf Lodge should not be "just" charging more because the second night was a Saturday, as this was not told to me when I booked over the phone.Ghosting your customers leaves a terrible taste in people mouths and you should, honestly, do better

  Business Response

  Date: 02/12/2025

  Good afternoon,

  
  Thank you for bringing this to our attention. Weve reviewed the guests concern and are currently working with them to find a resolution. Well be sure to update you as soon as we have a solution.
  

  Thanks so much,
  Britany

• Initial Complaint

  Date:01/27/2025

  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.

  Subject: **************************************************** Manager,I hope this message finds you well. I recently stayed at your ****** location from 1-14 to 1-16 and I want to bring to your attention some significant issues I experienced during my stay.1. Temperature Issues: My room was extremely uncomfortable due to inconsistent temperature control. At times, it was far too hot, and at other times, far too cold. Despite my attempts to adjust the thermostat and seeking assistance, the issue persisted. Master bedroom would be 63, extra bedroom would be 80 That is not an exaggeration. With two small kids, this made sleeping extremely difficult 2. Repeated Lockouts: On multiple occasions, I was locked out of my room and had to visit the front desk repeatedly to have my key card reprogrammed. This caused unnecessary frustration and disrupted my plans. Going from the front desk to our room repeatedly was just terrible, especially after the front desk said everything will work. These problems significantly impacted my overall experience and fell short of the service quality I expected from Great Wolf Lodge. Because of these, I am extremely hesitant to ever stay at a Great Wolf lodge in the future I am requesting appropriate compensation for the inconvenience caused during my stay. This could include a full refund for the acknowledgment for the disruption. Additionally, I encourage you to address these issues to improve the experience for future guests.I would appreciate a prompt response to this matter. Please let me know if you need any additional information regarding my stay.Thank you for your attention to this issue, and I hope we can resolve it ************* regards,***** ************* ******** *********************

  Business Response

  Date: 01/30/2025

  Hello, 
  
  Thank you for reaching out and bringing these concerns to our attention. We sincerely apologize for the issues they experienced during their stay at our ****** location.
  We want to assure you that we have forwarded this complaint to our support team for further review. They are currently investigating the matter, and we will contact them as soon as a resolution is reached.
  We appreciate your patience and understanding, and we will do our best to address your concerns promptly. If there is any further questions in the meantime, please dont hesitate to reach out.
  
  Best regards,
  Ginellie

  Customer Answer

  Date: 01/30/2025

  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.
  
  Awaiting actual response from the guest relations team before I accept any information. 
  
  Regards,
  
  ***** *************

  Business Response

  Date: 02/03/2025

  Hello,
  
  Thank you for letting us know. I have forward the reject to our support team. As soon it is reviewed teh guest will be contacted.
  
  Best regards,
  Ginellie

  Customer Answer

  Date: 02/04/2025

  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.
  
  I dont want the case closed out yet as I have not been contacted at all from any of my emails and even this complaint.  Im hoping someone contacts soon. 
  
  Regards,
  
  ***** *************

• Initial Complaint

  Date:01/26/2025

  Type:Customer Service 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.

  Great wolf lodge charged my card $241.92 for NO REASON after checking out. I did not owe anything. We made sure to check out before the 11 am check out. No one has given me my money back or explained.

  Business Response

  Date: 02/04/2025

  Hello,

  Thank you for reaching out to us regarding the billing inquiry. The $241.92 is a charge for purchases made during the stay that were charged to the room. The guest was left a voicemail an an email from our team at the lodge regarding this.

   

  Customer Answer

  Date: 02/04/2025

  [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:01/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We stayed at this resort on 12/24/2024-12/26/2026 my children are the only ones who slept in the bunk beds located in this suite and have been experiencing scabies/mites/bedbugs infections and we have made several trips to the dr ******** since. A day or so from departure my children complained of severe itching and small bumps, these bumps then began to spread throughout the body when she visit a doctor and advised. There are several reviews of others having this same problem which we have seen after our visit due to your hotel negligence my children have now been impacted due to carelessness to properly clean the hotel. We have spent numerous of dollars on medication and visits and I am simply asking to be reimbursed of some kind before consulting a law firm. I have contacted the site and no response. I have tried calling and the calls are disconnected. This is my final attempt to resolve before escalating the matter and going public.

  Business Response

  Date: 02/02/2025

  Dear *****.

  Thank you for reaching out to us and for providing us with that information. We are genuinely sorry to hear about your disappointing experience with our service, and we sincerely apologize for any inconvenience caused. Your feedback is invaluable to us as our goal is to always provide top-notch customer service and guest experience. Rest assured, we've forwarded your concerns to our management team for further review. We're pleased to inform you that the issue has now been resolved. Please do not hesitate to contact us if you require any further assistance - we are more than happy to help you.

   

  Warm Regards,

  Destiny

   

• Initial Complaint

  Date:01/24/2025

  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.

  On January 10 to the 11, my family had planned a one night getaway. We were having good time and wanted to extend one more night. We walked to the front desk, the gentleman who waited on us, stated that there is vacancy in the room we were already in, he spoke to his manager and stated that the cost would be ***** for the additional night plus tax. We agreed.Unpin check out, I checked my credit card billing, showed a pending $******. My husband and I walked to the front desk, inquiring about the charge. We were told this is a hold but would be refunded. Two days later, I checked my credit card, I saw that the $****** has been posted and no longer pending. I immediately called January 15, 2025. This was my first call to great wolf about the over charge. I was told not to worry, that its a holding charge and provided me a case number. She told me to allow ***** hours for the claims department to reach out to me by telephone.I made another call over the weekend (January *******) she said she is taking notes, apologized and said someone will call me. My third call, today January 23, 2025, no response and transferee after provide my case number to a different department. I was prompt to leave a voice message for a return call. No call as of yet.I have an email showing that I should have been charged $***** plus tax and a parking fee. Nothing shows ****** not to mentioned after speaking with 4 different people, all saying its a holding charge not to worry. I want my money back before I get charge interest. This is a violation and theft as I never gave authorization for the large charge. My case number is ******** At this point, for the aggregation, lack of communication, no call back as mentioned numerous times, I want a full refund.

  Business Response

  Date: 02/02/2025

  Dear *****.

  Thank you for contacting us. We've reviewed the guest folio and it appears that the outstanding balance was for an extra night. This also included separate charges for the breakfast package and parking. Please note, this amount was not an authorization hold and is a valid charge on their card. We have already sent an updated folio to the guest. If the guest requires any additional assistance, please feel free to reach out to us anytime. We are always here to help you.

   

  Warm Regards,

  Destiny

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair 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.

  Prices for the rooms online are not honored when trying to speak with someone on the phone, at all. After calling and speaking with the 1st ****** I was hoping to extend my familys stay by another night by adding the night 2/5/25 to our already existing and paid for 2/6/25 date. I was excited to receive the mystery deal of 50% (MYS50) code in my email and wanted to use it. When on the phone, the agents were quoting different offers than what was available online for my family.- $175 total for the extra night and all the way totaling to ~$400. When viewing and adding online, the offer I saw for a family suite was $99 for the night (amazing!). They would not honor this offer. In addition, they told me they would not offer downgrading my room that was already paid for which was a Kid Cabin Suite. If they did downgrade, I would be paying an extra $200 for that one night alone for a family suite PLUS a room change fee and taxes/fees. The agents were combative and informed me multiple times about room rates changing, and I get that. However, seeing as it is not just the room we will be paying for there with a family of 5 and spending hundreds of dollars in other expenses(build a bear, MagiQuest, souvenirs, breakfasts, lunch, dinner, arcade, snacks, drinks, etc) I was hoping that the company would have integrity and honor prices for an already paid for room which was better than what I was asking to down grade for, instead of wanting to charge me hundreds of dollars more AND charge more fees. Not to mention the additional frustrations of EVEN IF they booked the room for $300 on Thursday, I wouldnt get the room rate deal like online for Wednesday as $99. I was literally in tears from the emotional distress and hyperventilating because of my anxiety from the blatant rudeness and demeaning way they spoke to me. I thought that families mattered and meant something at this business, but it seemed like its all about how much they can milk you for money.

  Business Response

  Date: 01/26/2025

  Honored a rate that was available for a Family Suite in the **************. Waived room change fee as a courtesy. Informed guest of additional person fee, which was also waived as a courtesy. Guest was informed of the outstanding balance, and updated confirmation email was sent with the final balance of $162.40, to be paid at check-in after presenting a $40 gift card that the guest intends to use at check-in. The guest requested complimentary Pup Passes for the kids. Responded to request for a Pup Pass, informing he of the cost to add a Pup Pass per child and details.

  Customer Answer

  Date: 01/26/2025

  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 

  !!!!!!!!!!!!!!!!!!

  When communicating with GWL, they initially provided information stating that they would be unable to assist with consolidating the rooms to the same type and price, until I shared that there were indeed, Family room suites available for both nights located in ************** which is a farther walk. We have booked with GwL for another night from their offer but it is on thin ice and uncertain on how well this experience is going to be after everything. I half expect it all be a lie to get more money and place charges.
  

  The use of a he $40 gift card which was a gift from family that was unused when given last year, is irrelevant and unnecessary to bring up on BBB as a part of payment and part of the initial complaint.

  I shared via email how upset my family, especially my children, are at how the agents conducted themselves via phone and made their mother cry.
  

  This has put a damper on this whole experience and even ever wanting to come back in the future. We honestly go to ******** every year and Ive never had issues like this and needed to speak with the company.
  
  I asked for the detailed reason of why from GWL, after watching their mother cry and hyperventilate over this experience, they would not share a spark of joy to these kids to help alleviate their emotional distress, and they declined to respond. It was not an unreasonable request to gift my traumatized children with something like a pup pass, which is nothing out of the budget and pockets of GWL. Their response was to post on BBB, instead of having any integrity or decency to provide reasoning. Unless this is resolved, this is not closed and I would much rather take my children to an honorable company instead of GWL which is proving they STILL prioritize money over its alleged most important consumers which are the children and their happiness.

  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:01/21/2025

  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 am writing to formally lodge a complaint against Great Wolf Lodge regarding a profoundly unsatisfactory stay from December 1 to December 4, 2024. The experience was marred by significant safety hazards, unsanitary conditions, and a blatant disregard for customer service, which collectively resulted in a distressing ordeal for my family.Detailed Complaint:******** Hazard Broken Pull-Out Bed:Upon attempting to use the pull-out bed on the first night, my son sustained a hand injury from sharp, exposed metal. The metal frame was completely broken in half, posing a severe safety *************** Issues Repeated Toilet Backups:The toilet in our room required snaking six times due to persistent backups, even with minimal use. Alarmingly, it regurgitated ***** matter from other rooms, resulting in an unbearable stench and creating an unsanitary environment.3.Inadequate Accommodation and Response:With eight family members, we were forced to share three beds and a single functional toilet in the loft area. Despite multiple complaints throughout the night, we were informed that no supervisor was available until 10 AM. After finally speaking with a supervisor, we were made to wait until 3 PM to switch rooms, consuming a significant portion of our day with packing and unpacking.4.Ineffective **************** and Case Handling:A case was initiated during our stay due to the booking being through Groupon. After seven days without follow-up, I contacted Great Wolf Lodge, only to learn that the case was closed without resolution. ******* indicated that Great Wolf Lodge deemed no refund was owed. I reopened a ticket on January 13, 2025, but subsequent attempts to reach the lodge were met with unreturned calls and extended hold times. As of January 21, 2025, I have not received any communication, and my second case has been closed without explanation.

  Business Response

  Date: 01/23/2025

  Good afternoon, 

  We thank you for reaching out to Great Wolf Resort. We're truly sorry to hear you had this experience during the time of your visit with us. Please accept our sincere apologies for the inconvenience and any frustration this may have caused as this is certainly not the level of service we would like to provide. We'd like to assure you that we will take all necessary steps to address your concern to ensure it does not happen again in the future. We have forwarded your concern directly to management team at the lodge. A member of the team will be reaching out. 

  We greatly appreciate your patience during this process. 

  Customer Answer

  Date: 01/23/2025

  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.
  
  I have attempted to get ahold of management numerous times. Id like to have this addressed. I have been assigned incident numbers two other times through the lodge and would not like to close this complaint until I have a resolution from GWL. A manager phone call (that has not happened yet) is not sufficient after the amount of effort I have already put into this. 
  
  Regards,
  
  ****** **********

  Business Response

  Date: 02/02/2025

  We have spoken with Ms. ********** this evening.  We understand her concerns regarding the issues she experienced during her stay from December 1st-4th, 2024, including the broken pull-out bed, plumbing problems, and service delays.
  
  As a resolution, we are honoring a complimentary stay for the first night of her reservation and have communicated this to Groupon, through whom the booking was made.  We are working with Groupon to ensure this compensation is processed correctly.
  

  Customer Answer

  Date: 02/03/2025

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