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

460 total complaints in the last 3 years.
197 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:05/30/2025
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.
May26 I went into Great Wolf lodge and left May30 2025. When I payed a deposit online and had proof of other payments when I checked it tried to say that holds the room. Which was not true cause after 2 hours of talking to someone at front desk and a manager he figured it out. Went into are room as we upgraded for the kids it was dirty. I asked to have it cleaned again and they did not understand English. Again back to front desk. The sheets were not changed and floor dirty. Then no ice also in half the machines as we paid $$$ for a upgrade. I want a refund on are stay. Oh also p*** in the pool and hot tub closed. I know it's a holiday week but no excuse for paying alot for this stay. I do have the persons name Jalon who was management. I also have pictures of staff members not doing there job up front instead taking care of long lines. This is ****** *******.
Business Response
Date: 06/09/2025
Dear **** ******,

Thank you for reaching out to the Great Wolf Lodge ************************ Were following up regarding your case as detailed below:

We sincerely appreciate your patience as we reviewed your experience and the concerns you shared with us. We understand how important your visit is each year, and we regret that last years circumstances impacted your stay.

After thorough review, we have confirmed that [Lodge Name] has contacted you regarding your experience. Additionally, we want to inform you that a refund of $333 was processed on June 5, 2025, for the unused portion of your package. This refund should reflect in your original payment method within 7-10 business days. We have sent the folio to your email for your reference, should you require it for your records.

We sincerely apologize for the difficulties you encountered and any frustration this may have caused. It is always our goal to ensure that our guests feel valued and well taken care of, and we regret any instance where we may have fallen short of that standard.
If you have any further questions or require additional assistance, please reply to this email, and we will be happy to assist you!

We truly appreciate your patience and understanding throughout this process. Thank you for allowing us to be part of your familys memories!

Wishing you a howlin good day!

Howls!
**** S
Guest Communications Specialist
Great Wolf Lodge - Customer Contact Center
Customer Answer
Date: 06/09/2025
[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,

**** E ******
Initial Complaint
Date:05/21/2025
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.
They have continuously billed my credit card for 1 birthday package I purchased 3 times! $95.31 x3 plus now instead of refunding me the $95.31 + 5.57 they charged my credit card $95.31 +105.57?!!! Please help. I tried calling several times and their most respond is that someone from the lodge will call me or call back in 72 hours. No one called me and now the lodge phone number is discounted and goes to the customer service that I think is outsourced.First time booking we booked 2 rooms one night stay fully paid for. Except accidental room hold $100. This was charged in my sons account with coupon code 40% of for being in the military. 5/1/25 - $629.41 + ****** was charged.Then I needed to book birthday package $95.31 + 7 goodie bags $38.15 Which went to the small room instead of big room. They said they will charge it to the second room but have it as a refund from the other room. I said ok. 5/15/25 - $192.92+$38.15 was charged. Then again I had more people coming so I had to make adjustments on room type and asked to have 50% discount rather than 40%. They said they will add on both room. But nope they only added it to one. I let it go. I then I asked about the charges, they said I had birthday package and 14 goodie bags. I said this is getting complicated just remove all goodie bags. Got a confirmation that everything was paid for plus given credit of $133 for birthday package that was charged plus $-50 for removing one person and %50 discount on room. Again I was fully paid.Then came the day checking in, they said I still owe $95.31? I said no I have confirmation receipts Im fully paid. Took them forever and finally said someone will call me ******** a notification to extend the room $149 I said ok to one room.Check out date 5/18. Came home, next day Im charged again $95.31 + 5.57??? I called them and they said no you shouldnt have been charged we will have that refunded, pls allow 72 hours. No one called me back. Now its $105.57 + $95.31?!!
Business Response
Date: 05/24/2025
Dear ***** ************,

We appreciate you choosing Great Wolf Lodge. We have received your complaint submitted to the Better Business Bureau (BBB) and we sincerely apologize for any inconvenience caused. Weve created a case to address your concern and our Pack Members are actively reviewing the details.

Case Number: 02228544
Date Created: 5/21/2025
Reason: Billing Concern

After a thorough investigation of your billing invoice, a detailed breakdown of the charges was sent to you, along with an updated invoice for each of your reservations.

Wishing you a howlin good day!

Thanks,
Britany
Initial Complaint
Date:05/18/2025
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.
Highly disappointed with the room quality and had issues with -1.Thermo stat was not working, the room was chill and had to call the person from reception who said the termo stats are normally wierd and refuse to work and yes that's what it kept doing over the night. 2. The shower was not fitted well despite using the hand shower the water rained from top.3 . The most imp one- the toilet flush was leaking because of which it kept working after every few minutes over the night leading to a disturbed sleep for myself and my toddler .I had to head back to home right after the breakfast ( I did a pre paid booking for that) as my toddler was super cranky because she couldn't sleep whole night and missed the water park.I am highly disappointed and feel my day and money wasted. Having a toddler in a chilled room and flush running every few minutes.
Business Response
Date: 05/20/2025
Dear ****** ******,

We thank you for choosing Great Wolf Resorts. We have received your concern submitted to the BBB and apologize for any frustrations caused.

Case Number: 02223721
Date Created: 5/19/2025

After reviewing your concern regarding case ********, we have received confirmation on 5/20/2025 that someone has reached out to you directly to resolve the issue. If you have any other questions or need further assistance, please dont hesitate to reach out and were always happy to help!

Thank you for choosing Great Wolf Resorts for your stay. We cant wait to welcome you back soon and help create more wonderful memories!

Thanks,
Britany
Initial Complaint
Date:05/17/2025
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.
We enjoyed our stay at the Great Wolf Lodge in ******, ******* and want to book again. However, this has been much easier said than done. The Great Wolf Lodge app is the only hotel app in the ************* that does not allow you to book on the app rather it forces you to their website. My app shows I have 106 voyager points yet when it forces you on the website, it shows 0. I have logged out and logged in of both and it is the exact same login. I have referenced out reservation number in this email. Further, I have called the customer service number which only takes you to each individual location and they have no clue how to help with online items. There is 0 emails, 0 customer support beyond the individual locations or help from any of their social media sites. I CANNOT move forward until this has been corrected. The absolute frustration that this company has provided with 0 solutions on purpose is guiding me towards never staying here again. It's extremely unfortunate as we loved our stay. Please assist. My email associated with the account is ******************** and my number, ************ is associated too.
Business Response
Date: 05/20/2025
Dear ****** *********,

Thank you for reaching out to the Great Wolf Lodge ************************ As a valued Voyager member, your satisfaction is our top priority. We truly appreciate your patience as we worked to address your membership inquiry.

Case Number: 02219384
Date Created: 5/16/2025
Reason: Voyagers - Missing Points

Were pleased to inform you that our team has reviewed your case and taken the necessary steps to resolve your concern. We reviewed your Voyager profiles and confirmed that you had 2 active accounts. While we are not able to merge 2 active accounts, we were able to transfer the 106 points over the to the account you are able to access which had 0 points.

We truly appreciate your patience and understanding throughout this process. Thank you for allowing us to be part of your familys memories!

Wishing you a howlin good day!

Howls!
**** S
Guest Communications Specialist
Great Wolf Lodge - Customer Contact Center
Initial Complaint
Date:05/16/2025
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.
This is regarding complaint ID ********, which was closed today. The business did not respond and when I went to reject the response today, I saw that this complaint was closed for a second time. I apologize for not responding sooner, but I thought I had until today, 5/16. I am reattaching the initial complaint. I did receive a phone call from *****************, the business's insurance company on Monday, April 28, who communicated on my behalf with Great Wolf Lodge. We were promised a free three night stay as compensation for our poor experience. However, no one from the Lodge has reached back out to let us know how we can redeem this compensation. We were told we'd receive vouchers in the mail or would be able to pick them up, but this was never confirmed one way or another.
Business Response
Date: 05/21/2025
Dear **** *******,

Thank you for choosing Great Wolf Resort. We have received your concern submitted to the BBB and apologize for any frustration caused.

Upon further investigation, we discovered the 3-night voucher was sent to you, but the email bounced back. We have asked our team to resend the voucher to your email ********************* Our team confirmed that they successfully resent the voucher on 5/20/2025. Please note, it may take a few minutes or up to 24 hours for the email to arrive in your inbox. If you don't see it there, we kindly ask you to check your spam or junk folder, as sometimes emails can inadvertently end up there.

Again, we apologize for any inconvenience caused and we look forward to welcoming you and your group to the lodge very soon.

Thank you,
Britany
Initial Complaint
Date:05/15/2025
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 bought a Suite and a cabana for each day , so lots of money spent. We get to our cabana to have constant noise and pounding the whole time with a baby because they are remodeling the roof. A couple hours go by and we are showered on by pieces of shingles and some wood. Mind you im feeding my child a 2 month old, and he gets some by his eye and a couple scratches. We were told the cabana would be taken care that was $380.00, now a week later on the 12th of May they decide to charge us . We received nothing for this accident but offered a antiseptic wipe for my child . This is a joke right?. I am trying to get refunded but they say there is no card on file to refund but they had a card to just charge us. Then im told we will give you a 100 dollar credit but you have to buy a cruise vacation first. Sharp pieces of shingles showered on us all , all over our stuff and expensive formula and food I had to toss and this is how we are treated. Our whole day was ruined 1500 we spend plus food and arcade and build a bear, and drinks . That cabana SHOULD NOT HAVE BEEN AVAILABLE that day in the first place. I've been in contact with multiple people for 7 days now trying to make anything right . Things should have been taken care of and the cabana is just an obvious , this place is very lucky my babies eyes weren't severely damaged. I'm sorry but I think our whole stay should have been taken care of and we are even being charged for the cabana. We don't ever ask for anything from anyone , we don't need to honestly but this has all just been too much of unprofessional business and not caring for the guests when we keep the business running . We would like our $380.00 back atleast from the cabana that showered us with shingles, and we didn't even get to use the whole day or enjoy anything else , after spending about $2,000 the stay after it was all said and done.
Business Response
Date: 05/20/2025
Dear ****** ******,

We thank you for choosing Great Wolf Resorts. We have received your concern submitted to the BBB and apologize for any frustrations caused. Please note that a refund of $381.95 was issued to you on 5/20/2025. Please note, the refund may take 7-10 business days to reflect on your account, depending on your financial institution.

Once again, we apologize for any inconvenience caused and look forward to welcoming you and your group to one of our lodges in the near future.

Thanks,
******* *.
Initial Complaint
Date:05/12/2025
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 have stayed at the ******************************** May 9 - 10, 2025. The supervisors named ******* and **** both made a horrible experience for family at the great wolf lounge in *****, ************ made my wife uncomfortable by asking her on multiple occasions if she was in danger to the point my wife was upset. Both **** and ******* would only accommodate a refund on our deposit when we specifically addressed the following issues with the room and facilities:1.The 4th floor vending machines did not properly work 2. Our room had food all across the floor when we checked in 3. There were chocolate on the pillows in the master room 4. There was no toilet paper within the room leaving my son to move bathrooms when the first roll ran out. 5. The bathtubs and sinks did not have working drains and stoppers; not allowing us to use those tubs and sinks 6. Certain *************** did not work properly leaving us with money wasted and no employee to help. The only other they gave us for compensation was our deposit back and a comp for the add ones, with one add on automatically given to us without there authorization but the night team as they could only express the need for a manager. ******* consistently made my wife feel singled out as a victim in an unfounded abuse accusation, which I take extremely seriously. This was extremely uncomfortable for her, forcing her to avoid her presence several times. **** was extremely ******* initially meeting and expressing concerns, they offered no room compensation but deposit waiver for charges added to room and water park passes that surely will not be used while they continue to work there. This is coupled and supplemented with the constant stalking and pestering by the management while we were at the pool. On multiple occasions, we caught **** observing us and our actions within the pool area; leaving us to walk on egg shells on actions.A refund for our experience would be the only necessary conclusion.
Business Response
Date: 05/14/2025
Dear ******,
Thank you for choosing Great Wolf Resorts. We have received your concern submitted to the BBB and apologize for any frustration caused. After reviewing your concern, we see that the lodge comped your room and package. A refund of $545.89 was processed on May 13, 2025, due to your experience. Please note that the refund may take 7-10 business days to appear in your account, depending on your financial institution. We have sent you an updated invoice to the email on file.

Once again, we apologize for any frustration caused.

Thank you,
Britany
Business Response
Date: 05/14/2025
Dear ******,
Thank you for choosing Great Wolf Resorts. We have received your concern submitted to the BBB and apologize for any frustration caused. After reviewing your concern, we see that the lodge comped your room and package. A refund of $545.89 was processed on May 13, 2025, due to your experience. Please note that the refund may take 7-10 business days to appear in your account, depending on your financial institution. We have sent you an updated invoice to the email on file.

Once again, we apologize for any frustration caused.

Thank you,
Britany
Initial Complaint
Date:05/09/2025
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 stayed at the ** lodge in ****** shortly after opening. our room was filfthy and not clean. we told the house keepers this and they pretended not to speak english. we did not get clean sheets or towels. we also added a third day and were charged more than we were told on the phone. I complained and the housekeeping manager **** promised a refund which they claim was sent to a card which we did not get. we were offered a replacement stay/ voucher and we agreed. a month later **** tells me they can not do anything about this now and to call my bank. TO CLARIFY WE ARE PERFECTLY FINE ACCEPTING THE TWO DAY STAY VOUCHER WE WERE PROMISED AND WOULD LIKE IT TO BE SENT TO *****************************************************************
Business Response
Date: 05/18/2025
Dear **** ********,

Thank you for reaching out to the Great Wolf Lodge ************************ Weve created a case to address your concern and our Pack Members are actively reviewing the details.

Case Number: 02208016
Date Created: 5/9/2025
Reason: Guest Concern - Lodge

After thorough investigation with your experience at the lodge, a new voucher was shipped to ****************************************************************** Once received, you will be able to provide us with a call directly in order for us to honor the voucher and book your complimentary night. We sincerely apologize for any inconvenience this may have caused during this time.

Wishing you a howlin good day!

Howls!
**** S
Guest Communications Specialist
Great Wolf Lodge - Customer Contact Center
Customer Answer
Date: 05/18/2025
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.

[Please type your response here.]
We need another one we did not get the one that they said was mailed- please resend it
we were promised a 2 night voucher

Regards,

**** ********
Business Response
Date: 05/20/2025
Dear **** ********,

Thank you for reaching out to the Great Wolf Lodge ***********************.

Case Number: 02208016
Date Created: 5/9/2025
Reason: Guest Concern - Lodge

After thorough investigation with your experience at the lodge, a new voucher was shipped to ************************************* for a 2-night complimentary stay. Once received, you will be able to provide us with a call directly in order for us to honor the voucher and book your complimentary nights. We sincerely apologize for any inconvenience this may have caused during this time.

Wishing you a howlin good day!

Howls!
**** S
Guest Communications Specialist
Great Wolf Lodge - ***********************
Customer Answer
Date: 05/21/2025
[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: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,

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

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Great Wolf Lodge is NOT a BBB Accredited Business.