Business Profile

Resort

Great Wolf Lodge

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Great Wolf Lodge's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

457 total complaints in the last 3 years.
192 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:05/02/2025
Type:Billing 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 4/9-4/12 our family stayed at Great Wolf Lodge. We agreed upon registering at check-in to have the full amount deducted from our account of our stay. This was approximately $1800. Two days later, when checking our account, ********************** had deducted another $1800. When asked why they did this, they said it was in the event we charged up to that amount on our room. At that point, we had only charged less than $100. I asked them to reverse the $1800, which they did. On the day we checked out (4/12), I received an itemized invoice per my request. The total amount of my stay and charges was $1927.57, However, on Monday 4/14/25, when I checked my account, they had overcharged us by $1,111.23. I have called and filed a complaint and asked for a call back. This was 4/14/25. I was told it would be 72 BUSINESS HOURS! I have called my bank to dispute the charges. I have called GWL a total of 6 times, and every time I am told I will be transferred to the manager and every time it goes to a different voicemail. I cannot get anyone to speak to me. They will not call me back. I am still out $1,111.23
Business Response
Date: 05/03/2025
Dear ******,

Thank you for choosing Great Wolf Resorts. We have received your concern submitted to the BBB and sincerely apologize for any frustration this may have caused. We want to reassure you that you were not double-charged.

After carefully reviewing your invoice, we'd like to provide a detailed breakdown to help clarify the charges:
Original Deposit of $155.61 Covered:
Room Rate/Packages: $274.00
Resort Fee: $34.99
Room State Occupancy Excise Tax (5.70%): $17.61
Room Local Occupancy Tax (6.00%): $18.54
Flexible Trip Option: $34.99
Voyager Points Redemption (***** points): -$201.00
Room State Occupancy Excise Tax (5.70%): -$11.46
Room Local Occupancy Tax (6.00%): -$12.06
The total for your first night came to $345.14; however, with the Voyager points applied, your charge was only $155.61.
Additional Charges of $2,018.44:
Snack Bar Lunch Gratuity: $17.49
MagiQuest Retail: $71.68
Dunkin' Donuts Lunch Food: $13.67
Arcade: $156.00
Bear Paw Dinner Food: $38.23
Lodge Wood Fired Grill Dinner Food: $158.72
Freshwoods Market Dinner Food: $21.21
MagiQuest Game: $14.99
Snack Bar 3 Dinner Food: $6.35
Freshwoods Market Dinner Food: $7.95
Add-on Package: $300.00
All-In-One Package Tax: $13.15
Self Parking: $15.00
MagiQuest Retail: $43.54
Lodge Wood Fired Grill Breakfast Food: $57.39
Freshwoods Market Breakfast Food: $3.18
Creation Station: $5.30
Bear Paw Lunch Food: $26.73
Pizza Shop Lunch Food: $44.13
Freshwoods Market Lunch Food: $7.40
Snack Bar 3 Lunch Food: $3.18
Freshwoods Market Lunch Food: $4.24
Lodge Wood Fired Grill Dinner Food: $89.34
Freshwoods Market Dinner Food: $5.82
Room Rate/Packages: $294.00
Resort Fee: $34.99
Room State Occupancy Excise Tax (5.70%): $18.75
Room Local Occupancy Tax (6.00%): $19.74
Self Parking: $15.00
Dunkin' Donuts Breakfast Food: $2.11
Freshwoods Market Breakfast Food: $13.78
Lodge Wood Fired Grill Breakfast Food: $59.90
Buckhorn Exchange: $10.61
Bear Paw Lunch Food: $9.01
Bear Paw Lunch Food: $3.71
Snack Bar Lunch Food: $4.24
**************************. - Sluice: $13.80 (x2)
Snack Bar Lunch Food: $111.81
Bear Paw Dinner Food: $3.71
Room Rate/Packages: $474.00
Resort Fee: $34.99
Room State Occupancy Excise Tax (5.70%): $29.01
Room Local Occupancy Tax (6.00%): $30.54
Self Parking: $15.00
All-In-One Package Adjustment: -$300.00
All-In-One Package Tax: -$18.75
After applying the All-In-One Package, the total charge for your additional purchases was $2,018.44 (originally $2,337.19). This can be seen on your invoice under room reservation 50767416.
Cabana Reservations:
Cabana Reservation (April 9, 2025) - $191.25
Room Rate/Packages/Cabana: $180.00
Sales Tax: $11.25
Cabana Reservation (April 10, 2025) - $285.81
Room Rate/Packages/Cabana: $269.00
Sales Tax: $16.81
Cabana Reservation (April 11, 2025) - $487.69
Room Rate/Packages/Cabana: $459.00
Sales Tax: $28.69

Your total charges have been fully outlined above, and weve also sent a copy of your invoice to the email address on file. We hope this detailed breakdown helps clarify everything. If you have any further questions or need assistance, please don't hesitate to reach out. Were always here to help.
Thank you for choosing Great Wolf Resorts. We look forward to welcoming you back soon and creating more wonderful memories!

Once more we apologize for any frustration caused, we hope to welcome you and your pack to one of our lodges very soon.

Thank you

All the best,
******* *.
Initial Complaint
Date:04/21/2025
Type:Order 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.
On April 19, 2025 I arrived at Great Wolf Lodge PA (******* **) around 4:30-5. Upon arriving my family and I (party of 3) checked in to our reserevation. We received our wrist bands had 0.00 balance since everything was paid in full prior to arriving. We dropped off our luggage in room. We arrived dressed for the pool, so we dropped off our bags had dinner, and went to the pool until closing time. We did the events throughout the hotel and then we finally made it to our room after a long day. My daughter went straigh to the bathroom to give my granddaughter a bath. I started unpacking. My daughter finished bathing and dressing her daughter for the night. She proceeded to turn on the lights by the mini fridge and sink when I heard her screaming. Out of the outlets comes out a big ***** and many baby roaches. I immeditely call the front desk. They offer us a different room. I said no where there's one cockroach there are several and we were leaving. They said they would refund us 100%. We left around 11:00pm and drove home. The next day on April 20th,2025 I see a deposit of ****** On April 21st, 2025 Great Wolf Lodge charged my account ****** and an additional ****** they charged my card ******. The total cost for my trip was ****** that is what my total refund should be. For a business that serves food, and has many families coming through to have cockroaches is disgusting and health code violation. I require my full refund back for the inconvenience this whole ordeal caused my family. We were so looking forward to spending the night and continue to to the water park the next day before heading home.
Business Response
Date: 04/23/2025
Good evening,

We thank you for choosing Great Wolf Resorts. We have reviewed your summited your concern to the BBB and apologize for any frustration caused. A representative will reach out to you at the earliest possible opportunity to discuss this matter. Your patience during this process is much appreciated.

Thank you,
Britany
Customer Answer
Date: 04/24/2025
[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:04/21/2025
Type:Sales and Advertising 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.
Made reservations at Great Wolf Lodge on 4/13/25 for 4/19/25 on the app. The discount code Bloom was supposed to be applied, I found a room the Grizzly suite which price was 452 on sale when I checked out, price was 672.I called central reservations to let them know and they said it shows code was applied and my price was 535, which that is not the price I was shown. I spoke with the ****** chat at the lodge and it said my code was not applied and to call back to ********************I spoke to ****** a supervisor and he told me he was not changing my price and that I couldnt file a complaint or have it escalated higher because hes the highest it goes.He state no number can be given out for corporate.Basically thats the price and nothing can be done about it.This conversation occurred 4/21/25 at 5:50 pm central time.
Business Response
Date: 04/23/2025
Good evening,

Great Wolf Resorts appreciates the opportunity to respond to the concern submitted regarding a reservation for arrival on April 19, 2025. We sincerely apologize for any frustration experienced.

Our review indicates that the guest's booking was processed through Affirm, which charges the full amount at the time of booking. The total confirmed cost for the stay, including all taxes and fees, was $672.74 (or $535.00 before taxes and fees), and this charge was processed on April 13, 2025. The reservation rate remained consistent after the initial booking.

We would like to clarify that our pricing is dynamic and subject to changes based on demand and availability. As room availability decreases, rates may fluctuate. Therefore, a rate observed at one point in time may not be the same if a booking is completed later.

We would like to clarify that our pricing adjusts based on demand and availability. As room availability decreases, rates may fluctuate. Therefore, a rate observed at one point in time may not be the same if a booking is completed later.

Our records do not reflect any reservation made at the rate of $452 for the arrival date of April 19, 2025. Furthermore, we have confirmed that the ***** promotional code was indeed applied to the guest's reservation, and we apologize for any misinformation provided by our team member, ******* regarding this.

Based on our findings, we are unable to offer a price match to the $452 rate. We appreciate your patience and understanding as we reviewed this matter and apologize again for the delayed response.

Sincerely,
Britany
Great Wolf Resorts
Initial Complaint
Date:04/21/2025
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 booked on the Great Wolf Lodge website for a two night stay at the *************, ******** location for 3/27/2025 to 3/29/2025. The issue is that we used Affirm when making the reservation and included a $350 ultimate fun package and $120 dining package with a two night stay. These charges are ALSO showing on my GWL invoice but were already included in the Affirm loan. I should not be charged by GWL for these add-ons because they were included with the Affirm amount. We also did not have a late checkout ($50). In fact, our room locked right at 11 because I left something in the room and had to ask a housekeeper to let me in quickly to grab my watch. The $520 dispute is the total of $350, $120, and $50. These charges should not be on the invoice. I called the billing area to dispute and they followed up with an email from a Guest Communication Specialist, ****** Peyrefette. Her email was friendly but the information was inaccurate but likely because the person who took the initial complaint did not take proper notes. I responded to the email with a detailed explanation on April 2 but have still hear nothing. I would like to be refunded the proper amount of $520 that was incorrectly charged.
Business Response
Date: 04/24/2025
Good afternoon,

We thank you for choosing Great Wolf Resorts. We have reviewed your summited your concern to the BBB and apologize for any frustration caused. We've forwarded your concerns to our Management team for further assistance. A representative will reach out to you at the earliest possible opportunity to discuss this matter further. Your patience during this process is much appreciated.

Thank you.
Initial Complaint
Date:04/21/2025
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.
We had a poor experience during our first trip to Great Wolf Lodge for my son's birthday:- The kids pool was closed for the two initial days we stayed due to children not having the proper swim diaper on and contaminating the pool.- The bathrooms were filthy and had about a 6 inches deep pool of water built up. I ruined a pair of sneakers just walking in and out of the bathrooms for three days.- The ten pin game was the main attraction we wanted to visit given the pools were closed. The game is highly defective. The bumpers only extend two-thirds of the way down the lane, leading to the ***** getting stuck in the gutter and glitching the game out. - As someone with a severe egg intolerance, I was disappointed that the entire staff was incredibly illiterate on food ************************* It turns out that almost nothing at the resort is egg-free, including the pizza which I was told multiple times by multiple people did not contain egg. This led to me consuming egg products & feeling incredibly sick throughout our stay.Due to the pool ************* not feeling well enough to drive home, we extended our stay by a night. On our checkout day, we planned on going home to check on our dogs and then to return to use the ********** that evening, as we were told wed have access to the park until ******* was then that we noticed that our car was significantly dented in the parking lot. I have attached a picture. This dent will to cost me more to repair than the cost of our entire stay.That night, on our way back to the Lodge, we ran into intense traffic on Highway 114, only 10 minutes away from the resort. We called and asked, given my son was barely able to use the pool, if we could receive a pass to use the water park for the next day. We were told there was nothing that could be done, which broke his heart.We would like another chance to attend your resort and to have a better experience. Please feel free to reach out at ************ to discuss.
Business Response
Date: 04/24/2025
Good evening,

We thank you for choosing Great Wolf Resorts. We have reviewed your summited your concern to the BBB and apologize for any frustration caused. We've forwarded your concerns to our Management team for further assistance. A representative will reach out to you at the earliest possible opportunity to discuss this matter further. Your patience during this process is much appreciated.

Thank you.
Initial Complaint
Date:04/21/2025
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.
1st - Stay Summary Provided on their app does not match their records (misrepresentation of what is owed by the customer at the time of ******** - Correspondence between their chat service ******** and customer is inaccurate and also does not give valid information 3rd - Dining credits are not kept accurate on their app vs. their records so you never know how much you've actually spent 4th - Room description on their website does not accurately represent what you are getting. 5th - I have attempted to resolve my issues via chat, via in person with manager, and yet again today online where I was unable to send a message on their website to get a proper contact for my issue and have been waiting on their "chat" system for 3+ hours (9:35am - current time of 12:28pm and still waiting to get in contact with someone).Bottom line they have openly admitted multiple times that their website and app do not provide accurate descriptions or information compared to what they are showing on their end of the records.
Business Response
Date: 04/24/2025
Good afternoon,

We thank you for choosing Great Wolf Resorts. We have reviewed your summited your concern to the BBB and apologize for any frustration caused. We've forwarded your concerns to our Management team for further assistance. A representative will reach out to you at the earliest possible opportunity to discuss this matter further. Your patience during this process is much appreciated.

Thank you.

Customer Answer
Date: 04/24/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Although I do appreciate you trying to resolve this issue with crediting back the Cabana rental, I do not feel like this is a sufficient refund amount after everything I had gone through during my stay. Aside from that the total amount paid for my Cabana Rental according to my confirmation email on 1-27-25 a 1:50pm states that the total of the cabana was $373.63 not the $320.26 that your receipt showed me today.

My request through the BBB was to get a full refund in the amount of $3,566.60 but I would agree upon screenshot from 4-18-25 at 9:03PM which stated I would be refunded a total amount of -$2,445.36. This was documentation included in my claim. It was what The Great ****** app stated I would be getting back. This should be honored.

Regards,

****** *****
Business Response
Date: 04/30/2025
Good afternoon,

Thank you for choosing Great Wolf Resorts. We have reviewed your submission to the Better Business Bureau and sincerely apologize for any frustration this has caused.

We are currently working with our Management team to resolve this matter and will be reaching out to you at the earliest possible opportunity once our investigation has been completed. Your patience during this process is greatly appreciated.

Thank you.
******* *.
Initial Complaint
Date:04/11/2025
Type:Billing 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 was trying to make a reservation so could hold the room so I could pay when we got to the resort but instead of paying when I got there they automatically charged me but it didnt say that I would have been charged when I was making reservations it just said to put a card on for the reservation and it didnt say that the money was non refundable until they have already charged my card they charge my card $1,812.27and when I told them I wanted my money back they charged me $****** for cancellation fee I never heard that cancellation fee $ ****** to this much now know it could be a hundred bucks this is way to much and very much unacceptable.
Business Response
Date: 04/15/2025
Dear *******,
Thank you for choosing Great Wolf Lodge. We have received your concern submitted to the BBB and apologize for any frustration caused. Upon reviewing your reservation, we noted it was made through one of our third-party partners. Please be aware that bookings made through third parties are subject to their specific cancellation fee and deposit policies. Therefore, our direct cancellation policy does not apply to this reservation.
We sincerely apologize for any frustration this has caused, and we hope to welcome you and your pack to one of our lodges very soon.

Thank you,
******* *.
Initial Complaint
Date:04/11/2025
Type:Billing 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.
Incident happened on 4/10/25 at 6:20 pm. i was looking for a waterpark in *************** when I came across a special for a king suite at Great Wolf Lodge in ******* ********* for the dates of 5/13 arrival , 5/14 leaving. Price was $149.00, which included the waterpark. This price was online reservation only. acct # *********, reservation # **********. I filled out all the information. They did not have any thing about non-refundable reservation. As soon as i gave them my credit card info and agreed to the reservation my acct # and reservation # popped up and it said my acct was charged $240.19. at 6:25 pm. I immediately called the reservation line at **************. I explained to the lady that they advertised the price at $149.00. Why was it $240.19. She replied there was $91.19 taxes and fees.I told her i was not going to pay that price and it was a scam. I also told her that i was going to filed a complaint and a stop with my credit card. She replied " we will look into why you were charged that price". I immediately called my credit card, told them the story. They were shocked!!!!. they told me that they could not do anything for 24 hrs, the charge was already on my account but had not cleared their system . I was told to call them back after 6:20 pm on 4/11 to file a formal complaint. They also told me to contact Great Wolf Lodge and cancel the reservation online. I again called at 6:40 pm the lodge and a recording said my reservation had been cancelled, i stayed on line to talk to customer service to make sure but they put me on hold for 30 minutes until i hung up. I then made a reservation at the "Hilton" a couple blocks from the lodge. their price was $102.00. With taxes and fees $115.01. My concern is that GWL will charge my acct anyway. What a scam!!!!! GWL did not have any info or indications about taxes and fees while the Hilton it was all spelled out before agreeing to the reservation.
Business Response
Date: 04/15/2025
Dear *******,

Thank you for choosing Great Wolf Lodge. We have received your concern submitted to the BBB and apologize for any frustration caused. Upon reviewing your reservation, we noted it was made through one of our third-party partners. Please be aware that bookings made through third parties are subject to their specific booking(tax) and deposit policies. Therefore, our direct booking(tax) policy does not apply to this reservation.

We sincerely apologize for any frustration this has caused, and we hope to welcome you and your pack to one of our lodges very soon.

Thank you,
******* *.
Initial Complaint
Date:04/10/2025
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.
On two separate visits to Great Wolf Lodge, I developed a UTI from entering their hot tub. 11/2023 and 4/2025. The lab results determined it was from E. Coli. I have had to seek medical treatment and take prescription medication on both occurrences. The first time, I let it go. But it is no coincidence that 2 years later, I get diagnosed with a UTI again, days after my visit. This business needs to make sure regular cleaning and testing is being conducted to prevent bacteria.
Business Response
Date: 04/16/2025
Good morning, *******.

We thank you for choosing Great Wolf Resorts. We have reviewed your summited your concern to the BBB and apologize for any frustration caused. We've forwarded your concerns to our Management team for further assistance. A representative will reach out to you at the earliest possible opportunity to discuss this matter further. Your patience during this process is much appreciated.

Thank you.
Britany
Initial Complaint
Date:04/09/2025
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.
Our family has a reservation to stay at the great wolf lodge ********** location from3/6/2025-/3/10/2025. On 1/19/25 we made the reservation and put a deposit down of $470.25. We canceled our reservation 2/8/25. We were told that my debit card my original form of payment wouldnt let the refund go back on. So I called my bank and they said the card was perfectly fine. The great wolf lodge tried my card some more and still said it wouldnt go back on. They said they would have to mail a check it would take 4 weeks from 2/8/25. Never received it in March a month later. Called back said they send it.called back again towards the end of March 26th said it had been sent out and would be here in a week. It is now April 9th they told me to call back April 9th if I hadnt gotten it in the mail by now. I called they told me it was sent out on the 5th of April. And that it would take 8 more weeks to get it. Then I talked to them later and they said nothing has been sent out and they are investigating it. I want my refund! This is absolutely insane I have talked to 2 different people over the coarse of all these months and several different managers and everyone has a different story but I am still no closer to my refund. At this point its just theft.
Business Response
Date: 04/16/2025
Good morning, ****.

We thank you for choosing Great Wolf Resorts. We have reviewed your summited your concern to the BBB and apologize for any frustration caused. We apologize for any frustration this has caused. We have escalated your concerns once again to our Management team for further review. A representative will contact you at their earliest opportunity to discuss this matter in more detail. We appreciate your understanding and patience.

Thank you,
Britany

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Great Wolf Lodge is NOT a BBB Accredited Business.