Complaints

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

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• 

  Great Wolf Lodge

  PO Box 50 Wisc Dells, WI 53965-0050

• 

  Great Wolf Lodge

  12681 Harbor Blvd Garden Grove, CA 92840-5857

• 

  Great Wolf Lodge Minnesota

  1700 American Blvd E Bloomington, MN 55425

• 

  Great Wolf Lodge

  10401 Cabela Dr Kansas City, KS 66111

• 

  Great Wolf Lodge - LaGrange GA

  150 Tom Hall Pkwy Lagrange, GA 30241

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:03/25/2025

  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 am writing to formally file a complaint against Great Wolf Lodge ******* regarding my recent stay, which was the worst hotel experience I have ever had. Due to multiple issues encountered during my visit, I will not be returning to any Great Wolf Lodge locations in the future.Upon arrival, I immediately noticed problems with my room, including poor air circulation, which made the stay uncomfortable. However, the issues extended far beyond this. Despite my attempts to resolve concerns with hotel staff, customer service was slow to respond, exacerbating my frustration. While I was eventually offered an upgraded room for the second night, this did not rectify the negative experience of the first night, nor did it compensate for the lack of timely assistance. See picture of ****** a temporary measure, I was provided with Adventure Passes, but these were given due to the failure of corporate customer service to respond, not as compensation for the issues with my room. This gesture did not adequately address the problems I faced.Given the overall poor experience, I am formally requesting a refund for my stay, as the service and accommodations did not meet reasonable expectations. Additionally, since I will no longer be staying at any Great Wolf Lodge properties, I would like to know if my unused loyalty points can be transferred or compensated in another way.I believe a refund or appropriate compensation is a fair resolution given the circumstances. I hope Great Wolf Lodge will take this complaint seriously and address these concerns appropriately.

  Business Response

  Date: 03/30/2025

  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.

   

• Initial Complaint

  Date:03/24/2025

  Type:Billing 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 Sunday February 22nd 2025 I rented a room online the next morning my family and I were in a wreak and I tried to call reservations about our issue we were told we could not get a refund to call the hotel were booked at do I did with no call back being on hold for over an hr I've tried nurmous times to reach out with nothing this is really sad when it's family Oriented.

  Business Response

  Date: 04/03/2025

  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. 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: 04/03/2025

  [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:03/22/2025

  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 was gifted a Great Wolf Lodge gift card a few years ago. I made reservations online for my family and I to check in on Feb.28 - March 2, 2025. I was instructed to pay $333.10 at the time of purchase with the remaining balance of $392.02 to be paid upon arrival on Feb. 28. When we arrived I gave them the gift card that had the original balance of $200.00 on it to apply it to our remaining balance of $392.02. They said there was an issue with the card and told me they would look into and let me know the following morning. I was told by a manager the following morning that the gift card had been sent to their unclaimed department but that they would be able to get it back within a few business days and apply the credit to our stay. Attached are copies of the messages that went back and forth for the next few weeks. The back of the card clearly states that the balance does not expire nor is a dormancy fee charged, yet they told me they could only credit me $111.26 due to fees. They then stated that I needed to file a claim with the state of Delaware for the gift card. I am just asking that the full $200.00 card be credited back to our stay. They did give me the card back and I have it in my possession. Thank you!Reservation #NLDRHS9APG Wisconsin Dells, ** Feb. 28, 2025 - Mar. 02, 2025

  Business Response

  Date: 03/30/2025

  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. 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:03/21/2025

  Type:Billing 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 bought pre-paid tickets for the water park for $80 for a visit on December 15, 2024. Calling the business, Great Wolf Lodge refused to honor those unless I provide a credit card. I was assured only a $1 hold would be placed on the card. Reluctantly, I agreed since I had no other choice. When I arrived at the **********, I was told I had to pay $15 for parking. Again I emphasized I did not authorize any charge at all on the card, provided the coupons for the day passes and paid parking in cash. We left the ********** in the afternoon. At night an email came that $1455 was charged on my credit card. As of today, 3 months later, the charge has not been reverted and Great Wolf Lodge refuses to revert it.

  Business Response

  Date: 04/03/2025

  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: 04/09/2025

  [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 the business resolved the issue.
  
  Thanks!
  
  ***** ****
  

• Initial Complaint

  Date:03/20/2025

  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 bought a $300 Great Wolf Lodge gift card. I gave it to a friend as a gift about 2 years ago. When she attempted to use it, there was no money on the card. She contacted Great Wolf Lodge and they said that they used it for taxes & sent it to unclaimed property. No one ever contacted me about this & why the card hadn't been used yet. There is no expiration on this gift card.

  Business Response

  Date: 03/27/2025

  Good evening,

  This case is a duplicate. We see that an agent has already reached out to the guest and requested verification of security details.

  Customer Answer

  Date: 03/27/2025

  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.

  They did not follow their own rules. (See attached screen shot from their website.No one contacted me prior to sending it to unclaimed property. Then, they offered me $166.89 in another gift card. I just want the entire $300 returned to me. My friend whom I purchased this gift card for was attempting to resolve this with greatwolf & they told her they needed all of my information  so I stepped in to resolve it to no avail. I do not want another gift card from Great Wolf.

  
  Regards,
  
  ****** *********

• Initial Complaint

  Date:03/20/2025

  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.

  I received a ****** gift card from a friend for my daughter for Great Wolf Lodge. We held onto it for a while until she was 3 years old it was gifted from a friend who had received it through a rewards program. We went to use the card to book an over night stay and they told me there was a 0$ balance. I was explained later on without them contacting me back at all I had to reach back out to them after two weeks of waiting for them to explain to me it went to unclaimed property so they could put it towards their taxes. Now they are requiring me to provide them with information from about four years ago that I dont have access to as it was from a rewards program for my friend

  Business Response

  Date: 03/30/2025

  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. 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:03/18/2025

  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.

  Booked a three night reservation. First two days waiting on hotel to fix AC 84F in room. No response for multiple request to fix AC. In addition when I went to the lobby to ask for a room change no rooms were available had to upgrade at my cost. Card was charged in increments multiple times, when I asked for a clarification on the main invoice that was wrong they stated it wasnt reflecting correctly (over $400 difference). I asked for itemized receipts for bout a month and still waiting on them. I than was sent to a collection agency meanwhile was told until this was clarified it wouldnt go to collections. Full intent to pay pending receipts. Had to check out a wheel chair lady cared less nor offered compensation on medical bills. In addition cut knee on the lazy river. Machines didnt work

  Business Response

  Date: 03/30/2025

  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. 

• Initial Complaint

  Date:03/18/2025

  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.

  I tried making a reservation through affirm and got an error message. I tried again with my credit card and got another error message. I never received a confirmation email or a reservation, yet they charged me both through affirm and my credit card. I called affirm, they said they needed documentation stating I do not have a reservation and gave me an order ID. I called ******************** (several times now) they say they cant do anything because I dont have a reservation. They refused to look up my order ID for half an hour. They explicitly told me they will give me no documentation, not even documentation of the phone calls. Affirm explicitly told me they needed some kind of documentation stating I dont have a reservation. Great wolf lodge refused. The representative told me she couldnt help me, and that they never took my money. I sent them an email with screenshots of the transactions, the error messages, the credit card statement, and the entire loan information through affirm. They still repeated that they never took my money. I was charged twice on two different payment methods, showed them all of the proof, and they repeat over and over that they never charged me. The supervisor refused to get on the phone with me, and instead made the representative be the middle man. They kept me on hold for exaggerated amounts of time. They refuse to send me any more emails, or any written correspondence. They told me that its my banks problem, and affirms problem and that there was nothing they could do. They wont even look up my credit card number to see the transaction. They absolutely refused to do anything and only repeat over and over that I wasnt charged because I still had my voyager points (which only took off $46). Its almost $1,400 that theyve stolen from me. This was for my daughters birthday, shes autistic and loves the lodge, but they absolutely 100% stole from me and refuse to help.

  Business Response

  Date: 04/03/2025

  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. Our team has offered three complimentary nights due to the experience. We thank you for your patience! 
  
  
  Thank you.

• Initial Complaint

  Date:03/10/2025

  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.

  I am writing to express my extreme dissatisfaction with the recent experience my family had during our visit to Great Wolf Lodge, ****** location. We were there to celebrate my daughters birthday on ********* and unfortunately, we were subjected to a series of inconveniences and issues that have left us frustrated and *************** begin, I had pre-paid for six day passes for the water park in advance. However, upon arrival, I was charged over $1300. This was not only unexpected but also completely unjustified, given that the day passes had already been paid for. When I addressed this issue with your staff, I was informed that it was a system error, which was later confirmed by your manager, *****. A system error should not result in customers being overcharged by such a significant amount.The situation was made even worse when we were evacuated due to a false alarm, which put a serious damper on what was supposed to be a joyful celebration for my daughter. We were unable to properly celebrate her birthday in the manner we had planned, and this only added to the overall ***************** make matters worse, I was told that I would need to wait five days for the overcharged amount to be refunded. This is completely unacceptable, and it only adds to the frustration of the situation.I had paid for parking for three cars at your facility, yet I was double charged for parking fees. This further exacerbates the negative experience and adds to my belief that the level of service at Great Wolf Lodge is not up to the standard one would expect from a brand under the Hilton umbrella.The entire experience was horrendous, not just for me, but for my family and my daughters guests. I find it incredibly disappointing that such a well-known and reputable brand would fail to properly handle such a basic customer service issue.

  Business Response

  Date: 04/03/2025

  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. 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.
  
  

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 visited the resort December 28 2024. I was charged incidental fee of $200 which I was informed was released to me upon check out. It was not released. I have called and emailed multiple times requesting it be refunded. Only once was I able to speak with someone regarding it, all other attempts were ignored. The representative said she saw it was not released and she would release it. This was march. I still have not been provided my incidental fee back. One week after the call, it has not yet been resolved.