Complaints

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:12/17/2023

  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 paid the price of 2 day passes for me and my toddler for Saturday December 16 2023. We drove one hour . When we arrived even though we weren't checking in for hotel stay and had already prepaid for the day passes we had to wait in regular hotel check in line. When finally was our turn the staff that was supposed to just hand us the wristbands after showing her the email in my phone with confirmation number turned out to be rude to me and my child. Frowned at us berated us and then disappeared with my bank card and my driver license for another 30 minutes God knows where . Horrendous experience. We left . I want the full refund of $170.17 back to my bank card asap. Last digits of card **** I want full refund of $170.17 back to my card asap.

  Business Response

  Date: 12/21/2023

  This guest submitted for Great Wolf - Poconos.  We are unable to find a reservation under this name, cell number or email address.  The address and area code indicate the guest lives in California.  We believe this guest submited to the incorrect lodge and will need to reenter. Have a great day.

• Initial Complaint

  Date:11/28/2023

  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.

  At Great Wolf Lodge's ("GWL") request, I completed a survey regarding my family's first stay at their Mount Pocono location from July 15-16, 2023. I conveyed my dissatisfaction with our stay in the survey, and, on July 19, 2023, a GWL representative, ***** *****, emailed me to apologize for my family's experience. In that email, *** ***** offered me 50% off the best available rate for another stay in the GWL Mount Pocono location, which was valid through the end of 2023. I have made several attempts since receiving *** *****'s email to use this offer towards another stay to no avail. When I call, the GWL reservation representatives indicate they don't have the ability to apply the 50% offer, and when I have called the GWL Mount Pocono location directly, the front desk representatives are not able to assist me either. So, I would like to book a one-night stay at the GWL Mount Pocono location before my 50% off the best available rate offer expires at the end of this year, and I would like a GWL representative who can assist with me this request to contact me to schedule the reservation. Thank you.

  Business Response

  Date: 12/12/2023

  Guest is currently in contact with ***** and setting the concern. 

• Initial Complaint

  Date:11/18/2023

  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.

  Checked in Great Wolf Lodge Pocono on November 12th in room ****. The next day we experienced red, itchy bumps on our arms, hands, necks, faces, bodies and legs. We also found blood spots on the bed sheet. We believe these are bedbug bites and alerted front desk immediately. We were moved to room **** and were promised to receive inspection report of room **** and compensation.However, after we checked out on November 14th, we sent emails but never received a response. On November 16th we got a call from them telling us that they finished inspection and result came back negative, and also they promised to refund us due to this incident. But, until today November 18th, we didnt receive either inspection report or refund.We are still suffering from intense itchy and severe swollen from the bedbug bites. Additionally we are forced to throw out our clothes as we were so anxious to take them back home. Attached are pictures taken at hotel on November 13th.

  Business Response

  Date: 11/25/2023

  Thank you for visiting Great Wolf Lodge and also taking the time to provide us with some constructive feedback as to how we are performing. Let me assure you that the safety of our guests is our number one priority and we take reports of insects/pests very seriously. 

  I am so sorry for the issues you experienced here at the lodge ranging from the concern of possible bed bugs to the communication after the incident. This is definitely not the norm and we expect all of the families that come to Great Wolf Lodge to have an amazing time and create memories to last a lifetime. As soon as you reported the possibility of a pest in the room, we immediately were able to move your family to a new room and place the room out of order pending a professional 3rd party pest inspection to identify any bed bug or pest activity in the room. As we had mentioned in our initial follow up, we were very happy to report that the room came back negative for any bed bug activity. I am so sorry that we were not able to determine what the cause of the bites were from but we can definitively say that there were no bugs in the room at the time of inspection. I can also confirm that a refund for your room was issued on 10/30/23 to the card on file. We have emailed you a copy of the folio that shows this. I will also be sending you a copy of the inspection report as requested. I sincerely hope for a speedy recovery and if you need anything else at all or have any further questions please do not hesitate to reach out.

  Business Response

  Date: 11/25/2023

  Hi I would like to revise my response to the guest to the message below. There was an error with the date the refund was issued on the original message

  Thank you for visiting Great Wolf Lodge and also taking the time to provide us with some constructive feedback as to how we are performing.Let me assure you that the safety of our guests is our number one priority and we take reports of insects/pests very seriously. 

  I am so sorry for the issues you experienced here at the lodge ranging from the concern of possible bed bugs to the communication after the incident. This is definitely not the norm and we expect all of the families that come to Great Wolf Lodge to have an amazing time and create memories to last a lifetime. As soon as you reported the possibility of a pest in the room,we immediately were able to move your family to a new room and place the room out of order pending a professional 3rd party pest inspection to identify any bed bug or pest activity in the room. As we had mentioned in our initial follow up, we were very happy to report that the room came back negative for any bed bug activity. I am so sorry that we were not able to determine what the cause of the bites were from but we can definitively say that there were no bugs in the room at the time of inspection. In regards to the refund I would like to apologize that you have not received it. I have reached out to Groupon asking for an update on the refund and confirming that we would like to issue one. Since the reservation was booked and paid with Groupon they will be the ones to issue it.
  

  I will also be sending you a copy of the inspection report as requested. I sincerely hope for a speedy recovery and if you need anything else at all or have any further questions please do not hesitate to reach out.

  Customer Answer

  Date: 11/28/2023

  [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:11/18/2023

  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.

  Confirmation number ********, reservation dates 11/14/23-11/16/23. My family and I were sick and could not go to the reservation. I had called on 11/12/23 in the morning to cancel. I was upset to find out I couldn't get a full refund on my deposit. My options were change to another time or get half of my deposit. I spoke with a floor manager who said he'd waive the fifty dollar cancellation fee, but I would not get a full refund. I said on their website the cancellation policy was confusing and it said that at the discretion of the facility an adjustment could be made. He said he couldn't do anything else for me. When I asked if I could speak with a higher up, a manager above him or the facility he said no. He was the only one to make these decisions and he said once I hung up I couldn't get half my deposit back and would be charged a cancellation fee.The cancellation policy is not clear, I booked during a time in the middle of the week, only two nights. Their policy causes undue grief and encourages family to go to their facilities when sick. cancellation number is: ********

  Business Response

  Date: 11/22/2023

  Guest was offered 50% off for canceling on day of arrival - process is full deposit loss since the guest did not purchase the flex package (insurance package).  As a gesture of hospitality, we have gone ahead and refunded the second half of the deposit so the guest did not pay any penalty for canceling.  Guest was emailed the folio for the 50% refund and will need to wait 10-14 business for return from their financial institution. 

  Customer Answer

  Date: 11/25/2023

  I read what they wrote back on here, but I'm confused by what they said: "Guest was offered 50% off for canceling on day of arrival - process is full deposit loss since the guest did not purchase the flex package (insurance package)". I did not cancel on the day of arrival, it was the 12th. Day of arrival was the 14th. I wasn't aware there was a flex package to buy. 

  As a gesture of hospitality, we have gone ahead and refunded the second half of the deposit so the guest did not pay any penalty for canceling.- I received half my deposit back on 11/12, will I be receiving the second half back?

   Can they please clarify this?

  Customer Answer

  Date: 11/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I need clarification of previous company response.

  I read what they wrote back on here, but I'm confused by what they said: "Guest was offered 50% off for canceling on day of arrival - process is full deposit loss since the guest did not purchase the flex package (insurance package)". I did not cancel on the day of arrival, it was the 12th. Day of arrival was the 14th. I wasn't aware there was a flex package to buy. 
  "As a gesture of hospitality, we have gone ahead and refunded the second half of the deposit so the guest did not pay any penalty for canceling."- I received half my deposit back on 11/12, will I be receiving the second half back?
   Can they please clarify this?
  
  Regards,
  
  *************************

  Business Response

  Date: 12/07/2023

  The refund would flow into the guest account depending on the financial institution the card is associated with. Some banks it can take upwards of 14 business days, (that does not include weekend or holiday days) if it is a credit union, it can be up to 30 business days for the bank to release into the acccount. 

• Initial Complaint

  Date:10/22/2023

  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.

  To whom it may concern, I don't know who to contact about this, but I just wanted to notify someone of the current situation we are in. This is our second time at great wolf in Poconos mountains, and we were excited for our trip. But after 3 hours of our room key not working, and having to wait for security to open our door each time it is out of control. It's midnight and I'm sitting on the floor outside my room with 3 young children who are all tired, one being a crying 2 year old.The first time I waited on my own, and I waited 15 minutes for someone to show up. They let me in and assured me it would be fixed while we were out and I would receive a text message when it would be completed. I didn't receive any message, but instead I reached out to them at 10pm to see if everything was ready. The message sent back confirmed that the door was ready. The first half of our party went back first, and picked up the new room keys, which didn't work. They had to wait outside with their sleeping toddler as well, until security came to let them in. As you can see in the attached conversation, security was going to deliver our new room keys to us, but they never did, so I picked them up myself. And now, those keys also did not work, and here we are waiting.We had the wrist bands changed 3 times, and they still didn't work. Each time we were assured it was fixed, and it wasn't. I think we were pretty patient over the course of 3 hours, while waiting for something that was never fixed. For a family to have to pay over a thousand dollars and receive this kind of service is unacceptable. To say we are disappointed is an understatement, and I think we are justified in our anger over this situation. Please do better. We're here to make positive memories at your facility, and this shouldn't include my children sitting outside waiting to go to bed, crying through no fault if their own, and us trying our best to keep them calm. -*************************

  Business Response

  Date: 10/26/2023

  guest had come to speak to a manager in the morning. Apologized to guest, offered 15% off room rate for both nights for inconvenience that guest accepted - compensation equated to $188 adjusted off rate that guest used for charges throughout the resort. Concern resolved. 

• Initial Complaint

  Date:10/15/2023

  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.

  On October 14, 2023 we checked into Great Wolf Lodge, Poconos. At no time on their web page or during check in was it discussed that this facility is completely cash free. After changing in a rest room to take advantage of the waterpark my family of four decided they were hungry. This being 3 hours after receiving our wrist bands for the park. My boyfriend and I were ordering food and this is when we found out that they do not except cash. I then proceeded to the front desk to find out what I needed to do to aquire a card. At the front desk I was told to go back through the lobby and down stairs to a machine that was out of order. I went back to front desk to tell them. At this point my children were hungry and tired. The room was ready at this time so we went to our room and got the children situated. I then went back to the front desk and complained about the wild goose chase I had been on just to convert cash to a card. They issued a meal voucher for the four of us and took 20% off of our bill. When arriving back to the room it was found that the TV did not work. I called the front desk a little after 5 and reported it and they said matenience would come and take a look at it. We ate and I decided to take my children back down to the Waterpark. Leaving my boyfriend there to wait. We returned to the room at 7 and tv was not fixed nor had anyone come to look at it. I called the front desk 2 more times and no one answered. As a former manager in the hospitality business yhe service here was less than sub par. We will never stay here again. Our overnight trip was ruined. Not only did I feel like I was the one working here, I felt my simple complaints fell on deaf ears.

  Business Response

  Date: 10/19/2023

  Guests approached the desk supervisor extremely irate yelling that we don't take cash and it's unacceptable. The guest was provided 20% off of the room to give them some credit to spend along with dinner at fireside restaurant and adventure passes for the kids.

  The compensation provided is sufficient for the concerns expressed, also notating how the guest spoke to the staff on property which was inappropriate in nature where security almost needed to be called for how loud and how much cursing was occurring at the front desk.

  The compensation totaled:

  20% off one nights stay - $67.99

  Dinner for four at steakhouse - $180 (not including drinks or apps or desserts)

  adventure passes for two kids - 100

  total guest stay: 340.07

  total compensation: $347.99

• Initial Complaint

  Date:09/29/2023

  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 booked a trip in early August to happen in October 2023, I canceled the trip 8/26/2023 and great wolf lodge says they refunded the money to ****** but ****** has said as of 9/28/23 this money has not been refunded to them. someone dropped the ball and it needs to be corrected. i do not need to pay for a trip that isn't happening. I need this corrected. I have contacted both companies multiple times and they are both just LOST.

  Business Response

  Date: 10/03/2023

  Good morning, 

  We are very sorry to hear about this situation. Upon review, we can see that the ****** loan is currently being disputed. When the loan is in this status, we are unable to access the account to perform a refund. We will work directly with ****** to ensure your funds are returned. 

  Customer Answer

  Date: 10/04/2023

  [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. Please work with ****** to get them refunded so the loan can be closed out.
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:09/24/2023

  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.

  We went up to Great Wolf Poconos from 9/6/23 to 9/8/23. On the final day we inquired about the cost of a Cabana, but declined it. The ****** chat then seemed to setup the cabana anyway. (See screenshots) I went down to the front desk to clarify that we do not want one and said so on the app. They agreed and told me that the errant charge was removed. Now, on 9/24/23, we have been charged 245.25 for what appears to be two cabana charges. To make matters worse, when we called their customer service team, we discovered that their internal process to handle these kinds of issues is to forward the case on to management. Meaning that the team handling customer service is not empowered to make corrections. Thereby holding your money hostage until they can conduct an investigation. It is our hope that Great Wolf corrects this error and refunds us the 245.25. I would advise their management team to review how they handle their finances as this issue should have been sorted out on the 8th, instead of a surprise errant charge on the 24th. Furthermore, if the ****** application (which appears to be a bot), can't understand requests from customers, it should not be empowered to make purchases on their behalf.

  Customer Answer

  Date: 09/26/2023

  We were contacted by the team at Great Wolf Lodge who offered an apology and a refund foe the erroneous charges.

  I am glad that they prioritized our request and made it right for us.

  Business Response

  Date: 09/28/2023

  We are happy to look into this matter.  Unfortunately the complaint was entered by someone who's phone number, name and email address was not on a reservation that I can find. If I do not know where the concern is coming from, I cannot look up the account information.  We are not permitted to reach out to someone that isnt the reservation holder to discuss a reservation. Please send the confirmation information so we can connect with the reservation holder. 

  Customer Answer

  Date: 09/29/2023

  [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:09/17/2023

  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 3/18/2023, I made a reservation for Great Wolf Lodge, Scotrun, Pa, The reservation was for one night only, 9/15/2023 to 9/16/2023. I purchased paw passes and wake up breakfast. (I cancelled the wake-up breakfast prior to arrival due to complaints I read about). I paid my advanced deposit of 239.78. I arrive at the location and was sent texts invited to use the kiosk. The line to check in at the desk was extremely long. I start and continue to utilize the kiosk for checking in during my check in a staff member comes up to me and informs me that they are not working. It was working for me. I tell her this and she tells me to stop. I said I already ran my card to complete the transaction. She continued to tell me it will not work. I informed her that there are no signs indicating that they are not working. I was informed through the transaction that a $100 dollar hold would be put on my account for incidentals. I also had to pay an additional $5 to proceed to have my card on file but I declined for charges to be allowed with the wristband to utilize throughout the resort. I get my wristbands for myself and my children and head to our room. For 1st compliant, the staff member bullying me to stop using the kiosk. I would like to add that people kept attempting to use them and the facility put up no signs from the time I checked in, to the time I was at the counter for the following complaints and when I left the facility. Second complaint, this place is extremely overcrowded. You cannot move in less than an arm's length without having another person near you. The elevators were completely inaccessible without waiting for over 20 mins to utilize one. Third complaint, the issues with the room, no shampoo, garbage left from previous customers. Phone in the room did not work, took 45 mins to get app set up, takes forever for a response or they come to your room at midnight when you are sleeping. They made two unauthorized charges of 269.58 and 191.37. Fraudulent charge.

  Business Response

  Date: 09/21/2023

  Guest was spoken to Guest service leader while on property and received 50% off her room night, then additional upset occurred and was reached out to by the Safety leader and Guest Services leader - discussed that GWL is in compliance for all safety concerns.  Guest was also concerned about authorizations on her credit card.  As gesture of hospitality due to the level of upset that the guest had, we wanted to make things right and refunded her entire stay.  No further action required. 

• Initial Complaint

  Date:09/05/2023

  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 took my 4 boys too the Great Wolf Lodge in ******************* August 15-16th. I checked in and was told there was a $100 incidental deposit required- which I gave without question! ( this was never mentioned while booking online) Upon checking out I was told the deposit would be refunded in 7-10 business days. Almost a month later and it is still showing as pending. Every time I call they tell me to wait ANOTHER 7-10 business days. When I called this morning a lady told me they do not have a corporate number and that she would start a case for me in which I would have to wait another 7-10 business days in order to get a response!!!! This is absolutely ridiculous and I will not be returning to any of their locations. Constantly being transferred, only to end up being sent to the same automated system every single time.

  Business Response

  Date: 09/14/2023

  This guest went to Great Wolf in ******.  We are located in the Poconos, PA.