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Business Profile

Resort

Great Wolf Lodge

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/29/2024

    Type:Product Issues
    Status:
    Unanswered
    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 for one night at the ***************** location on 1/19/2024. They ended up charging us for 4 nights and are now refusing to refund us for the 3 nights we did not stay. We never even booked for more than one night, so why they charged us so much is unknown. We have been in contact with the hotel directly and they just give us excuses as to why they can't refund us. But we do not just have an extra $1200 laying around for services that were never rendered. This is very unprofessional on their end and it is not right. I will upload bank statements if needed.

  • Initial Complaint

    Date:12/28/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    My family stayed at the great wolf lodge from 12/13/2023-12/15/2023 and our stay was wonderful. The issue arose 12 days later on 12/27/2023 when I noticed a small charge for $10.44 on my travel card that caused a decline and was curious so I called. After roughly 5-7 minutes explaining the situation I was placed on hold for over 20 minutes before abruptly being transferred to the front desk with no explanation. While talking to the front desk attendant, they assured me that they had spoken with the person who authorized the charge and assured me that it was a mistake and that they had now successfully refunded the amount without ever explaining why I was charged, only that it was a credit allowance and they couldnt refund it. When I checked my bank around 18 hours later on 12/28/2023 there had been no refund posted or even pending, and I was informed that after being fraudulently charged and told it was supposed to be a refund I now have been informed by staff that I will have to wait **** business days to even verify that it was in fact refunded to my account, while I still have not received my deposit from my initial stay. This issue is ongoing and I have been told by the billing department that I wont have any answers until they decide to reach out to me sometime in the next few days. There was no more information given other than a new case was opened as my old case had been closed without my knowledge.

  • Initial Complaint

    Date:12/28/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Bought a Groupon for Great Wolf Lodge ***********, **. Used the Groupons for reservations. Had to give credit card even though we weren't staying there. Charged ****** . Tried calling and sat on hold for an hour. Multiple reviews talk about this happening to people. Extra charges and many times the people have already left to go home to another state. I want more than a refund, I want this company to be stopped from doing this fraud.

    Business Response

    Date: 01/16/2024

    Dear *******************************, 

    We thank you for choosing Great Wolf Resorts and apologize for any frustration caused.  We see you did utilize Groupon vouchers, therefore, should not have been charged.  The refund of $458.38 has been processed back to you on 1/16/2024 and may take **** business days to reflect back. 

    We sincerely apologize for the incorrect charge. 

    We hope to welcome you and your ********* soon. 

    All the best, 

    ******** 

    Quality Specialist

    Customer Answer

    Date: 01/17/2024

     
    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.

    Sincerely,

    *******************************

  • Initial Complaint

    Date:11/11/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    ********* ** location, Nov 9th 2023- Had issues with their food and beverage department. We were there for my kids birthday, we bought ice cream, she ended up checking on a piece of plastic in the ice cream, she able to cough it up, she kept coughing for the next hour then went into an asthma attack and ended up throwing up.The business did come and do first aid incident report and gave us a voucher for build a bears. They never refunded the ice cream the kids didn't finish eating, we didn't get to enjoy the stay after rhat ad she did not feel well after her asthma attack and puking (all over sheets which we then had to wait 30 minutes for more-had to call front desk twice ) her birthday day was ruined, they had a promo to stay another night for 99 and we thought about extending prior to this incident but ultimately decided to go back home as she couldn't do other activities anymore.

    Business Response

    Date: 11/29/2023

    Dear ********, 

    We thank you for choosing Great Wolf Lodge and sincerely apologize for the incident encountered.  We have issued a refund of ***** back to your card today, 11/29/2023, to further compensate for the matter.  We hope this along with the build a bears provided helps alleviate any dissatisfaction caused. 

    An updated folio has been sent to you reflecting the refund issues, please note, the refund may take **** business days to reflect back on your account. 

    We hope to welcome you and your pack back soon. 

    Thank you. 

    All the best, 

    ******** 

    Quality Specialist

    Customer Answer

    Date: 11/30/2023

     
    Complaint: 20858067

    I am rejecting this response because: her birthday night was ruined due to this safety and negligence on the food and beverage team . She choked ,which led to her coughing, throwing up and not feeling good to enjoy the night past that incident.   The stay needs to be comped or a certified for another night. 

    Sincerely,

    *********************************

  • Initial Complaint

    Date:10/06/2023

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 took are grandkids and my 3 yr old granddaughter was bit up by bed bugs. I showed them her hand which was double in size and her fingers on her other hand were bit ******* with her arm. They said they would call me back in a few day's never did. I called them numerous times finally got a hold of someone and they hung up on me. I would like a full refund.Thank you

    Business Response

    Date: 10/13/2023

    Dear *********************************, 

    We thank you for choosing Great Wolf Resorts.  We have been in contact with our management team at the lodge who has advised they will be contacting you regarding this matter. 

    Thank you. 

    All the best, 

    ******** 

    Quality Specialist

    Customer Answer

    Date: 10/20/2023

     
    Complaint: 20704203

    I am rejecting this response because:

    Sincerely,

    *********************************

    Never heard back from them. Would like full refund.

    Thank You,

    *********

  • Initial Complaint

    Date:09/21/2023

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 on July 23, 2023 for my sons birthday. Checked out and came home with bed bugs in my luggage. I have been traumatized by the amount of bites I received. I initiated a case with great wolf lodge no one followed up with me. I called continuously to try to get a resolution they would say oh someone would reach out. I spoke to someone name ***** finally a month later to have a claims rep reach out. claims rep was confused on why it took a month for them to reach out and they have to do an inspection right away. Inspection was supposedly done and no activity was found they say and nothing they can do. This was a nightmare for me and my 5 year old to stay somewhere and encounter such a thin. I have never had bed bugs in my life and this after doing my research has been an ongoing thig with this location. I only requested for them to have my some serviced and they denied. Now i would like a refund. the amount of time and energy I put in to getting my home to a comfortable condition was stressful and pricey and to be told nothing they can do is absurd. Beware of this place.

    Business Response

    Date: 10/13/2023

    Dear *************************, 

    We thank you for choosing Great Wolf Resorts.  We have been in contact with our management team at the lodge who has confirmed they have been in contact with you regarding this matter. 

    Thank you. 

    All the best, 

    ******** 

    Quality Specialist

    Customer Answer

    Date: 10/13/2023

     
    Complaint: 20636829

    I am rejecting this response because: management has failed to reach out to me since they decided to inspect the room a month later with a solution. And even when I reached out again recently last week nothing back. No one has done anything so dont act as if management is doing their job because they are not. I would like a refund *****************! 

    Sincerely,

    *************************

  • Initial Complaint

    Date:09/19/2023

    Type:Product Issues
    Status:
    Resolved
    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 the Great Wolf Lodge 8/31/ thru 9/2/23. Was billed $81.00 after my departure and messaged there customer service for an explanation and refund of the $81 with no response and no bill was emailed as stated during check in.

    Business Response

    Date: 10/09/2023

    Dear *****************************, 

    We thank you for choosing Great Wolf Resorts and sincerely apologize for the incorrect charge issued.  This charge has been refunded back to you on 9/21/2023 and an updated folio sent.  The refund should be reflecting back on your account at this time. 

    We hope you and your pack had a wonderful time at the resort, we cannot wait to welcome you back soon!

    Please let us know if you have any further questions or concerns. 

    Thank you. 

    All the best, 

    ******** 

    Quality Specialist

    Customer Answer

    Date: 10/11/2023

     
    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.

    Sincerely,

    *****************************

  • Initial Complaint

    Date:09/07/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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 September 7th 2023, I contacted the customer service department for ******************** In ****** **. I was inquiring about a Room upgrade for a stay I had booked earlier this morning. ******* was extremely rude and unprofessional. He failed to assist in any way. Then when asked for a supervisor or manager, he refused to escalate the call. Instead, he continued to question my knowledge on the reservation. He even went as far as to state my first and last name claiming that I had identified to him this information. I never stated my name. He continued to be rude and unprofessional throughout the entire duration of the call. I asked that he discontinue the conversation as I only wanted to further communicate with the supervisor. Instead he went on to say that they are unavailable and will only tell me what he has already stated. He then went on to say that he has other people to help and that I can call back later. I have now been awaiting a supervisor for over 20min.

  • Initial Complaint

    Date:08/29/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 the lodge between August *****. They asked us if we wanted a hold on our debit card for food purchases and we agreed. They put a $300 hold on our debit card. Then on the 23 they put a hold for $177.01 and when we checked out they charged my card $287 and they have a hold on my card for $284 which cause my account to become overdrawn. Every time I call they say they released the hold but they have not. I spoke to my bank this morning and it has not been released.

    Business Response

    Date: 09/27/2023

    To whom it may concern:
     
    *************** to the case ******** regarding a hold on a checking account. ******************** did not settle the hold. Her bank refused to release it back to their customer. Customer also did not have enough funds to cover the hold taken to cover incidental charges.
     
    We have refunded the client in the amount of  $521.64 which was paid for the room. We will not be refunding any more as the last amount exceeded the amount of the claim and the remaining balance is incidentals charged to the room.   
     
    A folio is attached showing the numerous refunds as we acted in good faith to help the client. Great Wolf considers this issue closed.     

    Customer Answer

    Date: 09/30/2023

     
    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.

    Sincerely,

    *****************************

  • Initial Complaint

    Date:07/26/2023

    Type:Product Issues
    Status:
    Resolved
    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 planned a trip for August ***** but had to cancel do to families issues. I canceled in the beginning of June and it is not July 26 and still havent received my refund of $1,999.61.. please help

    Business Response

    Date: 08/03/2023

    Guest has been refunded visit check. The lodge and our corporate reservation group has told **************** that the check takes several weeks to go through our system.

    Customer Answer

    Date: 08/08/2023

     
    Complaint: 20381569

    I am rejecting this response because I have only received a invoice from you and no check still.. 

    Sincerely,

    ***************************

    Business Response

    Date: 09/12/2023

    To whom it may concern:
     
    Attached is the cashed check on 8/18/23. Please update your records to indicate we resolved this issue according to our process as outline in my response. I am unable to update the complaint because it has been closed.

    ***************************

    Customer Answer

    Date: 09/12/2023

     
    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.

    Sincerely,

    ***************************

Great Wolf Lodge is NOT a BBB Accredited Business.

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