ComplaintsforGreat Wolf Lodge

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have uploaded the bill. I am charged ***** for a birthday package and 3.62 for birthday tax and then I have another charge for the birthday package add-on package and birthday tax for *****. When I called Great Wolf Lodge to put in a claim they told me I was double charged and billing would have to take care of the refund. I have tried to contact billing. I was told I would be contacted within 72 hours of filing a claim. It has been 5 days. After calling back numerous times, I am told that billing is not available to keep calling back. I have called back 4 times and have been on hold for 45 min - 1 hr each time and Im unable to speak with someone in billing to resolve this issue.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My family stayed at Great Wolf Lodge in *********, ** from 7/8-7/10/24. A few days after I checked my bank statement and it showed a charge of $335.49. This amounts to the $200 security deposit and a separate $135.49 charge. My deposit was never refunded and I have no idea what the $135.49 charge is for. They can't / won't answer what I was charged for, it doesn't show up on my online folio, I've had 2 cases started that they haven't responded to at all and I've even left a message at their headquarters. They stole $335.49 from me with no explanation, I would like it refunded immediately.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On July 5th and 6th, my family and I stayed at Great Wolf Lodge, Mr. ******* I had reserved two rooms on July 2nd because we had family coming with us. We were assured that we woukd be charged for both rooms, but one room charge ***** be credited back to us as soon as our family member's credit card was charged. We double checked thus information when reservations were made, when we checked in, when the family member checked in, and when we checked out of our room. We were told to expect the charges to be reversed within 3-5 days. We are still waiting to be credited back said charges. We have contacted Great Wolf Lodge numerous times. Emailed them. Filled out online forms regarding this matter, but to no avail. We can't speak to anyone except people responsible for making new reservations. These individuals have tried forwarding our calls, but no one at the Mt. Pocono location will answer or talk to us. Currently, we are out almost $500... I have attached a screenshot of the receipt proving that Great Wolf Lodge acknowledges the refund.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Good afternoon,My name is *********************************, I want you to please explain to me why you are charging me this amount. According to my accounts, I only had to pay ***** and they charged me ******. I am very disappointed in the customer service. When we arrived, Mrs. ***** didn't even look at my face when she didcheckin on me and my family. She gave us a room that was occupied, we had to wait more than two hours and then another girl offered us free late check out for the waiting time. I hope it was not a scam and that is why they are charging more, very sad this time in my stay, I have been several times and I have never had this treatment.I need a quick response, I have chatted through the chat and they have not given me a response, I have spoken with ******* on the phone and he told me that I should wait 3 days, is it unfair not to have my money back. The amount in the app is correct but in my credit card the charge me more.Confirmation Number:39206549 July 01 to July 03, 2024

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hotel reservation 6/14/24 to 6/16/24.I had asked the front desk to add my brother for only one night but they charged fees for 2 nights. I would like refund for the extra night that was charged. 6/19/24 I called the Great wolf lodge central line and they gave me a case # ********. They said someone will call me back in 2 days. No one called. I waited another week and then called back. Central reservations said that I need to speak to front desk of Manteca site. They tried to transfer me several times and were unsuccessful so they said they will re-do the case and have it escalated. No one called back. I called again and they tried several times to transfer my case to the front desk. No one picked up at the *************** I had asked to speak to Manager. They took my phone # and said someone will call back shortly. No one called back. I had made another complaint on line and even left a message with the virtual assistant. Still no one called back.So I'm seeking a refund for:Additional person: $100 City tax occupancy for additional person: $12 Tourism assessment: 0.20 Total of $112.20

• Initial Complaint

  07/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  My stay was 7/21-7/22 During my stay I had to go to the Front desk numerous times. It wasn't until the 3rd time they told me I could go to the inhouse team. In total I had waited for over 1 and a half hours in line to talk to someone about the same issues.At the time of my stay there was another guest who had the same last name as me. They checked in hours after me and ****** sent them my room number. which is very concerning as I had small children with me. Then This other family went to different restaurants and the market which included Barnyard, pizza place and the market. In these locations the staff gave out my personal information and were gonna allow them to charge their food to my room. I was assured the first time I found out this happened that they wouldn't be allowed to and no one would give out my information. Then it happened 6 more times along with the option for them to charge my room that was day 1. Day 2 it happened another 3-4 times. We had gotten the wolf passes for my kids. Wanted them to experience all the fun. Unfortunately, your waterpark wasn't autistic friendly. There was nowhere that smaller kids could be that wanted to enjoy the water without being overcrowded and too much for them to handle.As well as we were too worried/concerned about someone being able to access our room and our money.This safety concern was too much for us to manage along with our kids trying to have fun. As much as we wanted to love and enjoy what you had to offer we weren't able to. We weren't able to enjoy just being there not knowing if we were gonna end up paying for another family's purchases. Everyone I had spoken to told me a supervisor would contact me while I was there (no one did) then I was told someone would call and no one did. Then I called customer service and was told someone would reach out and no one did. On 7/24 I had to call numerous times before I could reach a person after being hung up on told o email. I emailed and no response or call.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My husband and I booked a room at the Great Wolf Lodge for family members that were coming to ********* from out of state. We booked a room online for Saturday July 20th, and Sunday July 21st. For a total of 2 night for 2 adults and 4 kids. We were instructed by the staff at Great Wolf that we needed to go online and fill out a form since we were not the once occupying the room. We read and filled out the contract on their website. We were given the total dollar amount that would be charged as $1,426.29. The contract also stated "I agree to cover the following categories of charges" listed was the room charge and the $300.00 "food and fun" package we purchased for them. Both totaled $1,426.29. The form also stated "by signing below you agree to have the hotel charge your credit card up to the maximum amount indicated above" and above was indicated "$1,426.29". The family members stayed the two days, and after the second day they chose to stay an additional day. The Great Wolf Lodge had them check out of the room and re-checked back using their own card (reservation #********). My husbands credit card was charged a total of $2,788.81. I have attempted to talk to Great Wolf multiple times, the only information I was given was that the family member owed $886.89 for the extra night and the other charges was because they charged extras to the room. Stated they attempted to charge their card but the transactions were declined, so they charge my husbands card instead, insisting that because the room was rented to "a family member" that we are liable for their charges. Attached is the original contract my husband signed, our reservation, and the other reservation that my was charged for.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Great Wolf Lodge-Scotrun, Pa ***** Date: June *****, 2024 Reservation # ********** Over charged $ ****** Received a Ticket resolution # ******** on July 8th or 9th when I informed Great Wolf of the overcharge amount. I was informed that with in 24 to 48 hours someone would reach out to me either by email or phone. It is now beginning of week 3 and still I have not received any response from the Great Wolf Lodge. I twice a week phoned Great Wolf to seek the status of a resolution. I only get their Reservation call center. Each time I call, they transfer me to Great Wolf Lodge in *******, ** who either failed to answer the call and I am transferred back to the reservation call center. Or they answered the phone put me on hold and the call will drop.

• Initial Complaint

  07/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I reserved a room at the ******************************** location at a discounted rate on June 10, 2024 where we checked in on June 26, 2024 and checked out June 27, 2024. The discounted rate for the room was $262. The final cost was quoted as $329.17. I had put a deposit of $29.17 down and was told to bring the gift card I was paying the $300 balance with me and give it to the clerk upon check in, which I did. I called again prior to our reservation that we wanted to add another person and asked what the additional cost would be. I was told there would be none since the room we booked was not at capacity. After checking in I noticed a $100 holding fee that I was made aware of but then another $300 fee that I was charged from my card on file. I asked about it upon checking out and was told that it was a hold in case the gift card did not go through and it would be returned to me. I waited patiently for several days for it to disappear but noticed a charge of $737.01 on my card on July 2nd. I called that day and I explained that I noticed an overcharge of the room rate on my invoice. I was told a ticket was made and someone would contact me within 72 business hours. I waited until Monday July 7th to call back because of the holiday. I was then told the ticket was closed out and a new ticket was opened. I called to check on the status of the new ticket on July 13th because I still hadnt heard back and was told the second ticket was also just closed but someone would contact me via email by July 17th. I have continued to call and email the location and no one has contacted me to resolve the issue. I continue to get transferred around to different people who all tell me that they dont have the ability to help me and transfer me to another person. I just keep going around in circles with no attempt at contact from the business. I was overcharged $330 for my room and it seems like they are trying to wear me down so I give up. Please help

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/26/2024 I purchased 3 groupons that would allow for me and my family to visit the park for the day only on 7/4/2024 - we were not planning to stay for. In order to use the groupon, the instruction stated I needed to contact Great Wolf Lodge to inform of my visit prior to my arrival on 7/4/2024. After purchasing the groupons, I immediately called Great Wolf Lodge to inform I would be visiting 7/4/2024. **************** set up our visit and instructed me to provide a credit card for the $9.99 amenity fee to be charged the day of our visit. On 7/1/2024, my card was charged $9.99 which seemed ok because our upcoming visit was on 7/4/2024. After we visited, I noticed another charge of $12.99 from the Great Wolf Lodge. I checked my email and saw that I received a receipt showing this charge was due to the amenity fee and taxes from the 7/4/2024 visit. I contacted Great Wolf Lodge and spoke in great length about the error; however, they came to be unable to find the duplicate charge. I was informed by a lady who I can't remember name but email address is ************************************* that she was turning the matter over to the director for resolution but I have not heard back after following up twice.This is a small amount of money but it is a error on Great Wolf Lodge end. I have spent over 10 years visiting and I can't believe that just would not simply return $9.99 without all of this. This is not worth my time or the BBBs but it comes down to principle. I simply want the $9.99 that was wrongfully debited from my account returned.

  Business response

  08/01/2024

  We have forwarded this to our team in ************, **, for review.

*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. ↩