Business Profile
Resort
Great Wolf LodgeThis business is NOT BBB Accredited.
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Reviews
This profile includes reviews for Great Wolf Lodge's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.07/5 stars
Average of 98 Customer Reviews
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Review fromRosalie J
Date: 07/08/2025
1 starRosalie J
Date: 07/08/2025
The pa location tried to double charge me at check in. They refused to educate the front staff and “manager”. They refused to give me a voucher for my hour of frustration and stress on the phone to resolve the issue. The management and staff have no idea what they are doing and are rude and unprofessional. This was a gift for my son and I spent over an hour on the phone to try to resolve this. Between the ****** credit company and Great wolf. GW did not take responsibility for their mistake and were unwilling to make it right. They overcharge for their rooms and are unwilling to make the customer happy. It’s a big money scam.Great Wolf Lodge
Date: 07/09/2025
Hi, *******!We're so sorry to hear about your experience. Can you please send us an email to ******************************************* and include your confirmation number, best contact information, and your review?Review fromDoreen B
Date: 07/05/2025
1 starDoreen B
Date: 07/05/2025
I had reservations back in June 18th-20th. Paid the first pymt of 239. had a balance of 262. then they charge you for parking at $19 a day. so the balance to pay the day I checked in would be 301.00. They put $100 a day hold and I stayed for 2 nights. On check out day I get home and noticed $200 charged to my account on 6/18, 6/19 and 6/20. I called and spoke to someone who assured me that should not happen and they would look into it. Called the CCC to let them know about the 3 charges. On 6/21 they voided only one charge. I called again and was told there is no way that someone could do the extra charges as once we checkout there is no information on file. Checked my account and on 6/25 GWL got $200 that was manually typed in their system to charge my card. I called today 7/5 spoke with a person who represents GWL who sends me a screenshot of one voided charge but not the other and states there are no other other charges even though I sent them a screenshot provided by my CCC showing that they received monies that should not have. The customer service individuals are not helpful and lie and cannot be trusted. My call to them was a courtesy call trying to get them to resolve this without me reporting them as commiting fraud. I have placed a dispute with my CCC as I have all documentation needed on my end. I am now posting this to warn others to always check your card when dealing with place and it's unfortunate but family will never utilize this place and I hope others will see this and make a decision on not dealing with possible scammersGreat Wolf Lodge
Date: 07/08/2025
Hi, ******!We're so sorry to hear about your experience. Can you please send us an email to ******************************************* and include your confirmation number, best contact information, and your review?Review fromJala B
Date: 07/01/2025
1 starJala B
Date: 07/01/2025
They haven’t refunded me for the 4 night hold (400.00) also charge my card 3 extra times for parking when I paid upfront for the whole weekendGreat Wolf Lodge
Date: 07/02/2025
Hello, Jala! We're truly sorry to hear about your experience. Someone will reach out to you from our [email protected] email. They will verify your confirmation number as well as the last 4 digits of the card on file. This step will help us start investigating your concern.Review fromJessica L
Date: 06/25/2025
1 starJessica L
Date: 06/25/2025
TERRIBLE CUSTOMER SERVICE!!!!!!!
I made reservations back in March and looked up reviews everything was good, I heard through word of mouth that they had bed bugs, I did call the ******** place myself and did speak to someone and they did confirm they did and that all the resorts have them. I did a cancellation on my room (which I still had enough time to do) and they said they would give me a refund I told them that the card I originally used isn’t active anymore(due to being hacked) and that I can wait for a paper check, because at that point they said I had to wait. I still haven’t received a paper check every time I call they say that I have to talk to billing then when they transfer I leave a message and someone calls and says sorry you have to wait to talk to someone in the billing department(even though I’m thinking I’m leaving messages for billing because they say that’s who they transfer me to) Also I have plenty of emails writing to them and their response is “Our pack Members are actively reviewing the details.” For almost three months!!! They do say it may take ninty days it’s the fact that none is talking to me for me to even ask questions about things, and another thing the one manager said it was in the computer someone had called me and I missed the call, First off I do work all day and get off at night and like I told them I got no message what business calls and doesn’t leave a message at least??? Very unprofessional and I still haven’t gotten “another” call back. I JUST WANT MY MONEY BACK PLEASE!!Great Wolf Lodge
Date: 06/26/2025
Hello, Jessica!
We're so sorry to hear about your experience. Can you please send us an email to [email protected] and include your confirmation number, best contact information, and your review?Review fromCaitlin B.
Date: 06/22/2025
4 starsGreat Business! Helpful! Feeds Working Class Blue Collar! Better Investors. More considerate of people's life. Activities for kids. Focuses on helping kids.Review fromANERI S
Date: 06/17/2025
1 starANERI S
Date: 06/17/2025
We stayed there from June 6, 2025 to June 7, 2025, in room 239. The temperature in our room was 95F and would not come down. We did not turn the heat on; it turned on by itself. We had a 75-year-old and a 5-year-old with us. The phones were not working, so we had to walk all the way to the front desk at 2 in the morning. The lady at the concierge desk did not help us at allshe was rude and just said, Sorry, we cant do anything about it. It was unsafe to sleep in such a hot room.We called the manager in the morning, and he said he would compensate us and do something about the inconvenience we experienced, but he never did anything. It was a horrible experience with unprofessional staff and terrible customer service.Great Wolf Lodge
Date: 06/18/2025
Hi, *****! We're so sorry to hear about your experience. Can you please send us an email ************************************************ include your confirmation number, best contact information, and your review?Review fromGustavo J
Date: 06/08/2025
1 starGustavo J
Date: 06/08/2025
We arrived Saturday may 31st and immediately went to the water park with our 3 kids. We reserved a wolf den suite with the bunk bed for our kids. That night my wife was reading a book to our 7 year old daughter in the bunk bed which she fell asleep in also. At around 2 am she woke up saying she felt something crawling up her back and when she turned the lights on she noticed beg bugs everywhere on the bed! She immediately grabbed my daughter checked to see if any bed bugs had bitten her and moved her and my other son who is 10 to the living room. When we complained to the management they moved us to another room we barely got any sleep and to our surprise when my wife was taking a shower she noticed bite on her side then she called me to take a look and her ENTIRE back was full of bed bugs everywhere bites. We at that point went to the emergency room. Our stay was completely ruined due to such a traumatic experience and we would like a full refund plus the emergency visit. To have bed bugs at a family establishment is completely unacceptable.Great Wolf Lodge
Date: 06/10/2025
Hi, *******! We're so sorry to hear about your experience. Can you please send us an email to ******************************************* and include your confirmation number, best contact information, and your review?Review fromMichaely C
Date: 06/04/2025
1 starMichaely C
Date: 06/04/2025
Checked in yesterday and the entire experience was horrible. Only rating so people can see THIS review because if you’re going to even consider bringing your children or family here you should fully read and understand this. First be mindful when at the front desk. We were charged throughout the stay for multiple things we didn’t receive or purchase and had to keep contacting them throughout our stay. We also heard a few people near the front desk complaining of the same thing. Once we were through checking in, we went downstairs to the water park to eat. Food was way overpriced and overrated and the beverage machines NEVER work properly. Heading back to our room we got pizza from Hungry as a Wolfe and had dinner in our room. Through out the entire night into the next day everyone in our room was sick. We ONLY ate here at Great Wolfe. The following morning we spoke to the supervisor (Mel) at the time and she was so considerate and wanted to accommodate us to stay for a later check out since we had a 7 YEAR OLD that was throwing up and using the restroom all over the room. We wanted to make sure this wasn’t a case of food poisoning from the food downstairs, so we spoke to the Director of Food & Beverage and supposed manager at the time (Rich) and he promised to send a PA to clean the room of any bio and that he would compensate us after checking the food logs from the restaurants. Upon his discovery he found that there was “nothing wrong with the food” and for that reason he was only going to offer water park tickets to return. After expressing my concerns to Rich and telling him that I put in a call to the health department, he then stated that he wouldn’t be doing anything for us, called the cops, and evicted us from the property as our 7 YEAR OLD is still currently throwing up in the parking lot. I had to call the ambulance to make sure our child wasn’t dehydrated and that his vitals were okay considering we just got kicked out in the middle of him being sick!Great Wolf Lodge
Date: 06/06/2025
Hi, ********! We're so sorry to hear about your experience. Can you please send us an email to ******************************************* and include your confirmation number, best contact information, and your review?Review fromJackie B
Date: 05/20/2025
1 starJackie B
Date: 05/20/2025
Arrived at 5:15 PM on our return home from attending our grandparent's funeralwell after the 4PM check-in time. Was told our room was being cleaned and we would get a text within 10 mins so go park and unload the car. We stood in the hall until 6pm waiting a text with a room number while I used the chat to keep asking what our room number was with no reply. The water park was only open until 8pm so we were trying to hurry and get in. Someone found us in the hall and said the room was unavailable as the toilet was continuously running and the tv was not working. We reserved a room with double beds and were moved to a room with a den that had bunk beds, which was not ideal. Meals from onsite food places were burnt, cold temperature, packed incorrectly so buffalo sauce was mixed onto dry rub wings, chicken tender had a black spot in it and items were missing (salad, dressing, dressing for wings, utensils, etc.) The water park had some additional disappointments. Lazy river was closed by at least 7:25pm when it was to be open until 8pm and staff wouldn't say why when asked. Two slides were closed for maintenance, safety guidelines were not enforced including maximum occupancy rules, we witnessed a guest vaping inside the park with no intervention from staff, there were ants in the shower drain, bathrooms were dirty and many of the water areas were unattended by staff. There was also no one at the door checking bracelets or bags so anyone was able to enter. We were greatly disappointed with the issues with our room, meal experiences, and overall lack of service quality. I did receive an email requesting my availability to discuss these items and replied twice and never heard back. At this point, I am not only disappointed by the issues we experienced during our stay, but also by the ongoing lack of communication and accountability from Great Wolf Lodge. It is unacceptable, especially coming from a company that claims to value guest satisfaction.Great Wolf Lodge
Date: 06/06/2025
Hi, ******! We're so sorry to hear about your experience. Can you please send us an email to ******************************************* and include your confirmation number, best contact information, and your review?Jackie B
Date: 06/11/2025
I did create a case on 5/22/25 and have not heard anything back.Review fromVeronica S
Date: 05/14/2025
1 starVeronica S
Date: 05/14/2025
I visited GWL on 4/17-4/18 I paid 208$ to reserve the room, after arriving I was told a 100$ hold would be placed on my card and that anything unspent would be returned in 5-10 business days. I waited a few additional days before calling back, I was then told they weren't "aware" that the money was not just held but removed from my account, and said to wait an additional 5 business days before it would be returned to me. Fast forward 6 business days, and I call back and am told it's because it was a debit card, It could take 30 business days. The establishment is filthy, filled with black mold, and generally a safety hazard as much of the netting to prevent children from falling is torn, and surrounded by white picket fencing inside the pool. Black mold on slide walls, and general uncleanliness...When told I'll contact a lawyer about the money not being returned they said they refuse to discuss it anymore and hung up.. GWL is a criminal enterprise just stealing from families trying to enjoy life together!Great Wolf Lodge
Date: 05/15/2025
Hi, ********! We're so sorry to hear about your experience. Can you please send us an email to ******************************************* and include your confirmation number, best contact information, and your review?
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