Business Profile

Resort

Great Wolf Lodge

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

467 total complaints in the last 3 years.
199 complaints closed in the last 12 months.

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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:01/20/2025
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.
Hi Im reaching out again in regards to a prior claim that hasnt been resolved. I keep getting excuses and Im fed up with it!
Business Response
Date: 01/22/2025
Good morning,

We have received information that a refund check was sent on 12/27/2024. We have sent this information to our guest and advised them of the time frame of the refund which is 6-8 weeks.
Warm regards,
******
Initial Complaint
Date:01/14/2025
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.
I put in a request for a room to be closer to the waterpark and on the first level,I did not get my request which i understand I spoken to a team member and they told me I Can come back Sunday Monday morning which was on January 13 2025 to request to be closer. I had went to the front desk 3 times I had called multiple times in the morning, One pack team member told me they have a room ready for me and to wait and they would call me in an hour no one never called me and that was my son birthday and we wanted to go to waterpark he was so sad. I had called back to request to speak to a manager and he finally told me it was a room ready at around 2:54pm. When we got in the room the next day we notice small bites on us the next morning when we look under the covers it was covered with bed bugs, we immediately told Manager. I had the worse time there for my son birthday weekend Reservation Name: ******* ******** Reservation Number: ******** Reservation Dates: January 11-13-2025 Room Type: Junior Cabin Suite
Business Response
Date: 01/18/2025
Good afternoon.
We forwarded our guest's concern to our management team and had updated our guest with this information. Our management team responded that they have spoken to our guest and that a solution was provided for a return voucher.
Warm regards,
******

Customer Answer
Date: 01/18/2025
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.

Dear Great Wolf Lodge Management,

I am contacting you in response to the settlement credit offered for my recent stay at your resort. I appreciate the gesture; however, I must formally decline this offer.

Given the distressing experience I endured due to the bed bug issue, I believe that a credit does not adequately address the situation. Therefore, I am requesting a full refund for my stay instead.

I look forward to your prompt response to this matter.

Thank you for your attention.

Regards,

******* *******
Business Response
Date: 01/22/2025
Good afternoon.

We forwarded our guest's concern to our management team andas soon it is reviewed the guest will be contacted with the resolution they are requesting.

Warm regards,
Ginellie

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 below.

I am still waiting on response from the business

Regards,

******* *******
Initial Complaint
Date:01/08/2025
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.
I purchased 2 day passes at the ********** location on January 4th 2025. I see the purchase for the day passes, which I am not disputing, but I also see a separate $19.51 charge on my card ending in 4049. I believe this was a charge that I did not authorize and I request more information pertaining to this charge. My preferred contact is by email at *********************** I had called the customer service line on January 6th to get a resolution to this but I have not heard anything yet and they told me that someone would reach out to me via email within 36 hours.
Business Response
Date: 01/15/2025
Good day, ******
Thank you for bringing your concerns to our attention. We understand how important it is for you to have clarity regarding the charges on your account, and we appreciate your patience as we thoroughly reviewed the details of your transaction and folio history.

After carefully going through your records, we can confirm that the charge of $19.51 is related to the taxes applied to the passes you purchased. The base rate for the passes was $160, and when the applicable taxes were applied, the total charge came to $179.51. We understand that this may have caused some confusion, and we apologize if this was not clearer at the time of your booking or check-in.
To provide further transparency, the tax amount of $19.51 is a standard charge for the passes, and it is calculated in accordance with the applicable tax rates. This is common practice for services and amenities such as these, and we assure you that the total amount billed corresponds directly to the service provided, inclusive of all taxes.

We truly value your feedback, and we apologize if this charge caused any inconvenience. We always aim to ensure that our guests are fully informed of all charges before they are applied, and we will be working closely with our team to ensure that future explanations of such charges are made even clearer to avoid any misunderstandings.
Please do not hesitate to reach out if you have any further questions or if there is anything else we can assist you with. We greatly value your patronage and want to ensure that your experience with us is nothing short of excellent.

Thank you again for bringing this matter to our attention. We look forward to ensuring a positive resolution for you.
Regards,
**** S
Customer Answer
Date: 01/15/2025
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 find it misleading that this charge was a separate transaction on my card and also charged on a different date. I was not offered a receipt or additional paperwork and I do not believe I signed any forms authorizing my charge. I have replicated the same transaction on your website and there is no disclosure of any taxes on the payment screen.

Regards,

****** *****
Business Response
Date: 01/22/2025
Hello,
I do appologize for teh inconvenience. This has *** sent to the support team to be looked into and the guest has been advised.
Best regards,
Ginellie
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 will abstain from making a decision until I receive communication from the business. They have made no intention to resolve this yet, only to contact me after looking at my situation. I am thinking that this practice of non transparency is common with this company based on my communication so far. I do not like how much effort I am having to put into getting less than $20 back. I plan to tell others of my communication with this company so future customers are better informed.

Regards,

****** *****
Initial Complaint
Date:01/08/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This facility told us at pre check in that everything was good to go and we were paid in full. We then get to check out and we used our card to physically pay for the items while there and then at check out we were told we had to pay $380 in taxes and fees....which we authorized and $200 of that was a "hold" placed on the account that should come off a few days later....now today ...we are charged an additional $653 and there is no way should be charged that.
Customer Answer
Date: 01/08/2025
We were charged 2 days after leaving the facility for an additional amount of $653 and we were told at checkout , we only owed $380..... both charges went out of our account and now my account is over drafted. J did not authorize the $653 to be drafted. I need a refund.
Business Response
Date: 01/14/2025
Dear ********,

Thank you for reaching out to us regarding the charge of $653.36. Upon reviewing your reservation and transaction history, we noticed several charges were made at various locations including the Pizza Shop, Snack Bar, Bear Essentials, Lodge Wood Fire Grill, and the Fresh ***** Market.

To help clarify these details, we have sent an itemized bill to your email address. This document outlines all charges associated with your stay. Please take some time to review it and should you have any questions or need further assistance, don't hesitate to contact us. We are here to assist you!

Thank you for allowing us to be a part of your treasured family memories. We truly value your patronage and look forward to welcoming you and your family back to Great Wolf Resorts in the future.

Warm regards,
Destiny
Initial Complaint
Date:01/08/2025
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.
I booked i believe it was two nights and we ended up not able to check in the first day because of a emergency with my youngest do too the hospitals crappy signal I was un able to call but I pre paid so I didn't think there would be a issue but when I get there they tell me that my reservation was canceled so I'm like okay well can I book a room the thinking my money for part or all of the reservation would be refunded and my deposit so I payed for one night it was not mush with the coupon I had i look at my account transactions before we leave the next day and it wasn't returned yet so I'm like okay give it a day or two and nope i even wrote them and told them about it they told me they couldn't find my say I was charged almost ****** ****** dollars for one night when I did get to speak to someone they said they would talk to the manager and get back to me they never did but they sent me a email saying my points that you get for each stay will now reflect the amount of points I've turned
Business Response
Date: 01/15/2025
Good morning, *****
Thank you for reaching out to us regarding your query and we want to sincerely apologize for the inconvenience and frustration you've experienced with the charges on your account. We take all feedback seriously, and we can certainly understand how concerning it must have been to see unexpected charges. Please rest assured that we are fully committed to resolving this matter swiftly and to your satisfaction.

Upon reviewing your account, we noted that there are two charges that require further investigation. We have already forwarded the query regarding the $527.90 and $268 charges to the relevant department for a thorough review. We are actively working to ensure that these discrepancies are addressed promptly, and we will personally follow up to ensure everything is resolved as quickly as possible.

Additionally, we want to bring to your attention that your Voyager points have been successfully awarded, as per our records. We always strive to ensure that our guests are properly credited for their loyalty, and we hope this contributes to making your experience with us more enjoyable moving forward.

Again, we deeply regret any inconvenience this may have caused you, and we truly appreciate your understanding as we work through this. We will be keeping a close eye on the situation and will reach out with any updates as soon as we receive them. If you have any further questions or need additional assistance, please do not hesitate to contact us directly.

Thank you for your patience and trust. We value your continued patronage and are committed to ensuring your experience with us meets the high standards you expect and deserve.

Warm Regards,
**** S
Initial Complaint
Date:01/06/2025
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.
So for a Christmas gift to the kids we decided to go to Great Wolf Lodge during the break. We arrived on December 28, 2024. As soon as we arrived the power went out and we were unable to ride any rides or do literally anything. Some time passed and we were then able to partake in the water slides. Then a few hours later, the power went out again (this happened a total of three times) so we could not ride any rides, play any games, all their systems were down so we could not even play the magic wand game with the kids. I very politely went to the front desk and asked if this was limited to their building and the worker told me yes and when I asked for compensation for the lack of experiences we were able to do for how expensive the trip was they said I could send an email. I compiled an email and received no response. I emailed again this morning and this was their response Dear ******** Family, At this time, we are not issuing any compensation as a result of the power outage. We thank you for your patience while our pack members worked diligently to maintain a safe environment and restore operations. I find this deplorable. They didnt offer anything for the amount of money we paid and the fact we couldnt do anything of which we paid for.
Business Response
Date: 01/11/2025
Hello, . We're sorry to hear you had this experience. Can you please email us at ******************************************* with your lodge location and confirmation number, so we can help? Thanks so much for letting us know.
Customer Answer
Date: 01/18/2025
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.

The business asked me to email them with my confirmation number and dates of stay. I did what they requested and have not received a response. The incident is still unresolved.

Regards,

***** ********
Business Response
Date: 01/22/2025
Hello,
Thank you for reaching out! I have sent a follow up email to the support team to look into this and the guest has been advised.

Thanks,
Initial Complaint
Date:01/04/2025
Type:Customer Service 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.
On Dec 27, after staying at this hotel on Dec 24, my credit card was charged $190. My list of transactions is blank. ***************** did not respond to my request for information about this charge.
Business Response
Date: 01/11/2025
Good ***, ****

We would like to sincerely apologize for any inconvenience or confusion that you may have experienced during your recent stay with us. Your satisfaction is of the utmost importance, and we are committed to ensuring that all aspects of your experience meet the highest standards.

After thoroughly reviewing your reservation folio, we have confirmed that the charges applied are consistent with the on-site purchases made during your time at the lodge. We understand that billing discrepancies can be frustrating, and we want to make sure that all details are completely transparent and clear for you.

To assist in your review, we have sent a detailed copy of your folio to the email address we have on file. The document outlines all charges, including those related to any services or items purchased directly on the property. We hope this helps clarify any questions or concerns you may have had regarding the charges.
Should you have any further inquiries or if there is anything else we can assist you with, please do not hesitate to reach out. We are here to help and want to ensure that your experience with us is as positive and seamless as possible.

Once again, we apologize for any inconvenience caused and appreciate your understanding. We greatly value your feedback and hope to have the opportunity to welcome you back in the future.
Thank you for choosing Great Wolf Lodge, and please feel free to contact us directly if you need any further assistance.

Warm regards,
**** S
Customer Answer
Date: 01/12/2025
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.

The total room charge and fees on the invoice that you sent me do not match those on my booking confirmation, which I have attached. There is a discrepancy of more than $100. Please credit me for this.

Regards,

**** Pinkovezky
Business Response
Date: 01/17/2025
Good ***, ****

Thank you for reaching out to us regarding your query. Please note that we have forwarded your query directly to the lodge to be reviewed.
Once the issue is resolved, a member of our pack will be reaching out to you directly.

If you have any questions or concerns, please feel free to reach out to us via ******************************************* and we will be more than happy to assist you.

Regards,
**** S
Customer Answer
Date: 01/22/2025
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 response is not a resolution of any kind. It just says that they will look into it. I am waiting for my refund of the overcharge.

Regards,

**** Pinkovezky
Initial Complaint
Date:01/02/2025
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.
I stayed at Great Wolf Lodge 12/31 /24. It was a party of 2 adults and 6 kids in a condo. First, they called me the night before and let us know the room we booked was not available and put us in a smaller room. Not great but it happens. AFTER leaving the resort they charged us $60 for unreturned towels. The pool and resort was completely packed for New Year's. People were grabbing towels off our bench and using them in the pool area. We left the resort without ANY of their towels, we did not even bring their towels back to the room. ALL their towels remained in the pool, either returned by us, or taken by other guests. I was willing to forgive a lot, including the maintenance guy in our room basically the entire *** night from 4pm-1030 replacing BOTH toilets in the condo. Nice guy, not his fault, but this shouldn't be our problem.
Business Response
Date: 01/09/2025
Thank you for reaching out to us. We regret to learn about this experience and extend our sincere apologies for any inconvenience this may have caused. We value your feedback, as it plays a crucial role in our commitment to providing the highest quality of customer service. This concern has been forwarded to our management team at the lodge for further attention and the guest has been notified via email. We will be contacting the guest with a resolution as soon as this matter has been addressed. Please let us know if the guest requires additional assistance.
Customer Answer
Date: 01/09/2025
[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 find that this resolution is satisfactory to me.

Regards,

******* ****
Initial Complaint
Date:12/28/2024
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 reserved a one-night stay for Sunday, December 29, 2024, at the **********, ******** location. Today, Saturday, December 28, 2024, my wife passed out in our home kitchen, was taken to the hospital via an ambulance, and was admitted. I have been with my wife all day and our children have been with family. It's been a trying day to say the least, but what made it even worse was that I have tried to call Great Wolf Lodge four times now, have been on hold for at least a half hour on each attempt, and I still can't get through to someone to discuss what my options are to possibly reschedule our stay. I emailed/messaged the ********** location through the website earlier today to explain this and I have not received a response or phone call. I understand that my wife's emergency is not a priority for Great Wolf Lodge and they have other guests that need assistance too, but I also have read numerous similar complaints online today that all read the same: it's impossible to reach customer service. I have had to step away from my wife's hospital bedside four times today trying to reach Great Wolf Lodge and I am not better off than when I started calling this morning. This is not acceptable. It would be one thing to actually reach a customer service *** and find out that there's nothing that they can do to accommodate us to reschedule, but I can't even reach a customer service *** at all.
Business Response
Date: 01/18/2025
Good evening,
Thanks for reaching out. The guest was refunded in full on 01/06/25.
Initial Complaint
Date:12/23/2024
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.
our stay at your resort from December 18 to December 20, 2024. This experience has been highly frustrating, and I feel that the lack of effective communication, follow-through on promises, and overall management of the situation has not only left me dissatisfied but also put my family at risk of further harm.* We were moved to room 4096, but upon arrival, another family had access to the room, which caused further confusion. ***** services and the front desk were unaware of this issue and, despite the Directors promises, insisted that we had to check out by 2 p.m.* Additionally, while we were waiting for the heat treatment to be completed on our belongings, we had to scramble to purchase new clothes for the family as we had only the clothes on our backs. This came at a cost of $300 for necessary ************ and Safety Concerns:* The bed bug issue was serious enough to warrant a thorough investigation and immediate action, yet it was not handled with the urgency it deserved. I had to take additional steps, such as dry cleaning our clothes, to ensure that no bed bugs came home with us. I also had to visit a doctor to document the bites on my daughter.Request for Resolution: 1. A full refund for all expenses incurred, including the cost of the room, meals, and any necessary purchases due to the bed bug incident.2. Reimbursement for any additional costs related to dry cleaning, doctor visits, and the potential risks of an infestation.3. A formal apology and a thorough review of how this incident was handled, with appropriate training for staff to prevent such issues in the ********* is clear that this situation was not managed according to your usual standards, and I am disappointed that no one followed through on the promises made to us. The failure to properly inspect the room, communicate effectively, and address the health and safety risks is unacceptable.
Business Response
Date: 12/31/2024
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. 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. At Great Wolf Lodge, our team strives to provide great service and meet the satisfaction of our guest. Please be informed that we have sent your concern directly to management at the lodge and a member of the team will be reaching out. We greatly appreciate your patience during this process.

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Great Wolf Lodge is NOT a BBB Accredited Business.