Reviews

This profile includes reviews 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

  12681 Harbor Blvd Garden Grove, CA 92840-5857

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  Great Wolf Lodge

  1 Great Wolf Dr Scotrun, PA 18355-9000

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  Great Wolf Lodge of Concord

  10175 Weddington Road Ext Concord, NC 28027

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  Great Wolf Lodge Minnesota

  1700 American Blvd E Bloomington, MN 55425

Review Details

• Review fromCarol S

  Date: 02/13/2025

  1 star
  I booked 2 nights at GWL also Ultimate Fun Package which was additional $350 The pkg has laser tag. My child has had numerous brain surgeries & VP shunt. I respectfully called Customer Service I said we had purchased Ultimate Fun package my child is medically complex and asked if they would substitute activity she could safely do I didn’t think this request was asking too much as we are paying almost $1K I spoke to Customer Service I was told they could substitute I would need to be transferred to front desk FD was very firm and uncaring kept repeatedly refusing to accommodate substitute a safe activity At this point I explained to her I have nicely respectfully asked for them to substitute one activity for example instead of the laser tag, my daughter would love to go to the gem mine. This activity is $12 if purchased separately. The rep. refused to do that and again denied my request and reiterated that there were no exceptions to the rules. Then at this point I realized this place was not ADA accommodating or welcoming I did not want us to stay here due to the lack of safety concerns for my daughter. I respectfully asked since they didn’t care about my daughter and her safety, I did not wish to stay here even though my daughter’s wish was to stay at the GWL I asked for a refund She said if she issued a refund that I would be charged a $50 fee Dylan the manager on duty. I then explained my request for the 3rd time told him I was hopeful they would be willing to do this for my daughter I explained to him that not every child was able to play laser tag safely due to physical limitations my daughter just wanted to gem mind instead. Dylan rudely cut me off explained that I could purchase the gem mine additionally I said was spending 1K to come to this lodge and that I really couldn’t afford more charges I then asked him to cancel our reservations He was rude and said he would gladly cancel my reservation but I would be charged a $50 cancellation fee.

• Review fromAmanda C

  Date: 01/08/2025

  1 star

  Amanda C

  Date: 01/08/2025

  False Advertising: The drinks were advertised with gummy worms, but there were none. Signs in our room encouraged us to "Order Now," but nowhere did it mention that we had to go to the first floor to pick up the food ourselves. To top it off, there was only one bar open in the entire resort at 3 PM. Restaurant Issues: When I asked the front desk about dinner reservations, I was told they weren't necessary. However, when we tried to dine, we were informed reservations were required. We waited an hour, during which I overheard staff speaking poorly about me, claiming I couldn't have been told not to make a reservation. There was no apology for this mix-up. Even when we did make reservations, we waited longer than necessary, despite the restaurant being mostly empty. Terrible Dining Options: Breakfast cost $120 per day for our group of six, and the buffet food was terrible—powdered eggs and muffins so hard they hurt my son’s teeth. This was the only option unless we left the resort, which an employee recommended. Slow Service: Waiting in lines was a nightmare. I waited 35 minutes for soft pretzels, with just three people ahead of me. The employees working the stand all went to the back to prepare each order individually, making the process painfully slow. At one point, management staff were chatting and laughing with employees, causing further delays. Inconsistent Bar Hours: We were told the bar opened at 5 PM, but when we arrived at 5:20, the opening was delayed to 6 PM and didn’t actually open until 6:15. Room Conditions: Our suite had only one piece of art, and room cleaning didn’t happen until our last night—three days into our stay. Staff Issues: Build-A-Bear employees didn’t interact with my kids at all and only spoke to me to collect payment. Meanwhile, we saw the same employee working in five different locations over our four-day stay, which suggests staff were stretched thin. Noisy Atmosphere: There was no music, just constant screaming wherever we went.

  Great Wolf Lodge

  Date: 01/16/2025

  Hello, ******. 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 fromTequila W

  Date: 12/30/2024

  3 stars

  Tequila W

  Date: 12/30/2024

  We had a great second stay. However, this time there was an incident where my 7 yr old was injured exiting a water slide. One supervisor and life guard attended to her and provided ice and suggested elevation. However my child was in pain and could not walk to the room. I approached the towel return desk. Was immediately treated as if I was interrupting their conversations. I explained that there was an injury and I would just like to get a wheelchair to get my child to the room. The young lady in a very condescending tone asks WHY? She had a smirk on her face. After explaining to her why i was requesting this. She covered her mouth as she whispered to her two co workers who were standing next to her. She laughed after she whispered to them. I am very disappointed in how we were greeted, the response we received and how the situation was handled by this person. My child was hurt by the laughter and lack of action and so was I. After speaking with Ronnie he explained that only specific staff were trained to handle this sort of situation. If a wheelchair is needed they would typically be calling an EMS. I explained im not a doctor and without an xray i truly cannot assess the situation. I just know at that time my child was not crying or appeared to be in distress. She just could not make the distance to the room without assistance. I just wanted to get her back to the room, elevate and place ice on the area. However if thats the protocol then they could call ems. Why place this person at the front desk without training in an emergency situation? Why would she question me to try to determine if a supervisor should be called or whether it was an true emergency. No one offered to take any sort of incident report. Ronnie did place my information into his phone and said he would follow up. I see opportunities for improvement. *All Staff should be training on what steps are taken in an emergency situation and escalation to the appropriate persons.* Incident reports needed

  Great Wolf Lodge

  Date: 01/01/2025

  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.

• Review fromAnna E

  Date: 12/26/2024

  1 star

  Anna E

  Date: 12/26/2024

  Prior to my stay, I received an email offering optional upgrades for a fee. Using the businesss mobile app, I requested the following upgrades: a room upgrade, the Snowland package (which included childrens accessories), and late checkout. I received an email confirming my requests, with a note that my credit card would only be charged if the upgrades were granted.The next day, I logged into the app and saw a message stating that upgrades could not be processed online and that I needed to call to proceed. I chose not to call and assumed the upgrades would not be applied.Upon arrival, I was checked into my original room without any mention of approved upgrades. Neither the Snowland package nor late checkout was discussed at check-in, leaving me to believe the upgrades had not been processed.Throughout my stay, I monitored my pending charges via the mobile app, and no additional fees for the upgrades were displayed. Even when I requested late checkout from the concierge, I was not informed that it had already been included as part of an upgrade.On the morning of my departure, I received an email showing charges for the Snowland package with duplicated late check out fee. When I contacted the concierge to dispute this charge, they refused to remove it, claiming I had accepted the upgrade. This is false. The businesss failure to notify me about the approved upgrades meant I was unable to use the Snowland package timely. By the time I saw the charge, the child for whom the package was intended had already left, and I had purchased most of the items separately at the lodges store.This business appears to employ confusing and misleading tactics to extract additional fees from customers: Customers are led to believe that upgrades were not processed, only to be charged for them later without notice. At no point was I given clear communication about the status of the upgrades or how to access the services/goods I was charged for.

  Great Wolf Lodge

  Date: 01/01/2025

  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.

• Review fromJessica W

  Date: 12/19/2024

  1 star

  Jessica W

  Date: 12/19/2024

  Their customer service is awful. Prior to my stay I had added my in-laws to my reservation which werre added guests. I then called to have them removed because they obtained their own room. They have charged me an added guest fee for both. I went to the front desk the date of my check out, was to be removed- still wasn’t removed. I’ve now emailed which they replied with about room capacity- it was my husband, my two children and I. And now I have been blocked on chat and no one will answer my calls to help make this right. I emailed them my in laws invoice to show they had their own room, I sent them a screen shot of the day I made the changes with customer service prior to my stay, but they refuse to help me. I loved our stay, but this is how they treat people for $200. Disgusting. It makes me so sad because my kids loved it, but I’m not sure I can stomach doing business with a place that treats you as a dollar sign.

  Great Wolf Lodge

  Date: 12/31/2024

  Hello, *******.Thank you for reaching out to **. We reviewed your charges and see that the additional person fee was refunded on 12/23/2024. Please note that the refund takes 7-10 business days to reflect in your account. Kind regards,*****

• Review fromAmanda R

  Date: 11/30/2024

  1 star

  Amanda R

  Date: 11/30/2024

  The worst stay ever. We woke up to my husband had been sleeping with bed bugs and had been bitten by them. We call the manger to come to the room to show them the one that was still under my husband when he got up out of bed. He knew automatically what it was (a big bed bug) I had never seen them but this one was so big it looked almost like a roach. He tells us they had a room to take all out belongings to and be heated up to maybe kill then if any had gotten in our stuff. 3 hours later which they told us it would take 4 hours per load and we had 4 loads. So 3 hours later they bring us our stuff and not only did we sleep with bed bugs they had melted my 5 year olds suitcase and put it in the bottom trying to his it. No one will contact us back at all. We will never go back there again. I wouldn’t even give them a 1 star if it didn’t make me. We stayed there in November 22nd just for that night and we didn’t get there u til 8 it takes us 4 hours to get there

  Great Wolf Lodge

  Date: 12/02/2024

  Hello, ******! We're sorry to hear you had this experience. We take claims of this nature extremely seriously and have aggressive preventative measures in place at all of our resorts to avoid issues of this nature. Can you please email us at ******************************************* with your lodge location and confirmation number, so we can help? Thanks so much for letting us know.

• Review fromAlissa K

  Date: 11/06/2024

  1 star

  Alissa K

  Date: 11/06/2024

  I have been charged double for my stay at the gurnee great wolf lodge location. I have spent approximately 20 hours on hold and talking to customer service. No resolution has been communicated, no one can give me any answers. I cannot get a hold of the front desk in ****** **, no one from finance will return my call (I have left multiple messages for finance and sales). The Customer Service reps cannot take care of this issue and keep sending me in circles. Case # ******** Case # ******** Stay: 8/17-8/18 Timeline: Sent a check for deposit on 5/8 This is a girl scout troop outing, therefore the check came from our girl scout bank account. 8/17 - When we go to check-in, the check is "lost,", the front desk knows nothing about where the check is, no supervisor available to discuss. I put my credit card down as a deposit, I am assured the check will not be cashed. 8/18 - I paid for all charges with a credit card (see attached). Since this is my girl scout troop, I am reimbursed for the charges from the girl scout bank account. 10/11 - check cashed by great wolf lodge, even though we had already paid for the entire stay (see attached). Our girl scout bank account is now overdrafted, causing additional charges - I expect you will be covering these? I have been calling for 2 weeks to rectify, I have been sent in circles and no one will respond.
  
  
  
  
  

  Great Wolf Lodge

  Date: 11/14/2024

  Good evening,I would like to inform you that the complaint has been forwarded to the relevant department. They have already issued a refund to the guest, and the matter has been resolved. Thank you.

• Review fromSam W

  Date: 10/29/2024

  1 star

  Sam W

  Date: 10/29/2024

  Worst experience ever. Weve been charged over 4 times for a room that was prepaid for, and it racked up over 400 dollars worth of bills. When trying to call to get it sorted out, we were left on hold for over an hour or we were hung up on with no solution to the problem. This place is sketchy as ****, and this isnt the first time something like this has happened. While checking in last night, a lady claimed she had the same issue and was billed over ***************************************** and they tried to play it off telling her it would drop when it didnt.

  Great Wolf Lodge

  Date: 01/01/2025

  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.

• Review fromSara W

  Date: 10/19/2024

  1 star

  Sara W

  Date: 10/19/2024

  We booked a room for two nights, Sunday to Tuesday. We were looking at the cabana add ons on the app, and they were advertised at $150 so I booked. I then received a confirmation email telling me I have a cabana balance of $325. Amongst the other nickel and diming of this place (paying for parking in the middle of nowhere?) this was scammy and Im not likely to book at any GWL ever again. It took 30 min of waiting on the phone to cancel - not a huge deal but they could have made the option to cancel in the app or website. Sure could upgrade my reservation in the app, but unable to cancel. Ridiculous.

  Great Wolf Lodge

  Date: 10/27/2024

  On 10/21/2024, we reached out to the guest by email to request additional information necessary for our investigation. Unfortunately, we did not receive a response. Subsequently, on 10/25/2024, we attempted to contact the guest by phone. However, we were unable to get an answer and therefore left a voicemail requesting them to contact us with the required information. Given our inability to connect with the guest, we moved to send them an additional email, explaining that the case would be closed. We prominently stated that if they were in need of any further assistance, they need only reach out to us and we would be more than happy to help.

• Review fromJodie H

  Date: 09/06/2024

  1 star

  Jodie H

  Date: 09/06/2024

  A lot of hidden fees that I had no knowledge of prior to my stay, was promised a refund for one of those fees called an incidental fee that charges $100 a night. I didn’t not use that fee the 4 nights I stayed so I should of got $400 back it is now 3 weeks later still have not received refund have not herd back from team members when they say they will call back in a certain time frame I have called 24 hours ago was promised a manager would call me back never got a call so I called again today was told the same thing and that it would be 24 hours and they didn’t have my information told them they did because I stayed at the hotel and I called and gave my information yesterday hence how I know that a manager was promised to call me back. I have been super calm the past 3 weeks about not getting my refund and I have waiting coming up on a month and it’s getting to be to long with no answers for my $400 they also charged me $15 for beach towels the day we left and we never entered the water park that day so I asked for a refund of $15 as well

  Great Wolf Lodge

  Date: 09/10/2024

  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.