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 has 22 locations, listed below.

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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:03/24/2024

  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.

  Booked a room and family tested positive for covid. I called and great wolf stated they would apply a credit. When I called today, they reported they sent me an email that it was only good for 1 year. Great wolf will not send me time stamped email of this statement. I am requesting a credit for a night stay. I spoke with a supervisor ****. She was unable to help apply any credit. Confirmation # ********

  Business Response

  Date: 04/05/2024

  Good morning, *******.
  
  We are reaching out to you on behalf of the Great Wolf Lodge regarding your concern we have received. We sincerely apologize for the delayed response. 
  
  In response to your concern, we have reviewed your booking and show that the reservation was placed on hold on 04/28/2022. We reviewed the notes, and the information stated that it would remain on hold until 05/01/23. The non-refundable policy was also mentioned. Upon further investigation, we see that a hold deposit email with the details was sent on 04/28/22. This email was also resent on 03/24/24 while on the phone with our manager. Due to this, we are unable to provide a credit as the information regarding the hold date, expiration date, and the non-refundable policy were provided. We also reviewed the call, as all calls are recorded for security purposes, and we show that you were offered to book another reservation with the best available rate and complimentary game passes, but these alternatives were denied. We sincerely apologize for the inconvenience caused.
  
  Warm Regards,
  ******
  
  

• Initial Complaint

  Date:03/24/2024

  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 formally lodge a complaint regarding a deeply troubling incident involving my child, *******, and one of your managers at Great Wolf Lodge Concord. On 3/23/24, ******* was detained and questioned by a manager without my consent or knowledge.What exacerbates the distress of this incident is the involvement of several white men who were called upon to intimidate my child, who is a person of color. This incident represents not only a violation of basic rights but also a clear example of racial profiling and intimidation tactics.As a parent, I am deeply troubled by this occurrence. It is unacceptable for any employee, especially a manager, to detain and question a minor without parental consent, let alone involve others in such a manner. This not only infringes upon my rights as a parent but also raises serious concerns about the safety and well-being of my child while in your establishment.I kindly request that you conduct a thorough investigation into this matter and take appropriate action to ensure that such incidents do not occur in the future. Furthermore, I expect a formal apology from the manager involved and assurance that proper protocols will be established to prevent similar occurrences.Moreover, I urge you to address the issue of racial discrimination within your organization to ensure that all customers, regardless of their race or ethnicity, are treated with respect and dignity.The emotional distress caused to my child and the breach of trust this incident represents are utterly unacceptable. I trust that you will promptly and effectively address this matter.Additionally, I would like to express my concerns regarding my conversation with *************************. I am troubled by his apparent approval of the behavior in question. His dismissal of the incident due to his beliefs regarding the boys' actions is deeply troubling. Furthermore, his suggestion that I would need to subpoena him to obtain evidence is unacceptable. There was no evide

  Business Response

  Date: 04/06/2024

  Good morning,

  We reviewed the information and we received confirmation from the lodge that the guest was blacklisted due to her children vandalizing the lodge and also for her failure to cooperate in any way.

   

   

  Regards,

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

  Customer Answer

  Date: 04/09/2024

  Refund of cost of room equaling $1450, written apology from management and statement of change of policy. 

  Customer Answer

  Date: 04/09/2024

  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 

  I never received a response from Grey Wolf regarding blacklisting or any other response. This complaint isnt about my child behavior- of which I offered to assume all liability for-but about how my child was approached , detained and treated by management and staff. Its as though they are refusing to even read or acknowledge the complaint. 
  
  Regards,
  
  *************************

  Business Response

  Date: 04/14/2024

  Good Afternoon, 

  The property's management team has been in contact, however, given the circumstances and lack of cooperation, we will not pursue any further communication with this guest. 

   

  Kind Regards, 

  Sade

  Business Response

  Date: 04/25/2024

  Good morning,

   

  We had escalated this to our management team once more, and they stated that the guest had used a comped night voucher. They informed us that the guest had only processed the incidental hold fee, and that they would reach out to the BBB to settle this matter.

  Regards,

  ******

  Customer Answer

  Date: 04/29/2024

  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 

  I used a comp certificate that was issued due to an unsatisfactory experience on another date where the room was paid for by me in full. There is also a much greater issue at hand here- and that is the treatment of my child, as well as my treatment from your management. I offered to pay for any damages and was told Id have to subpoena management for evidence. I have been threatened twice to be blacklisted for my complaint. Not one representative of Great Wolf has acknowledged the heart of the issue. Its been ignored at best and justified at worst. Has my complaint even been read?
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/19/2024

  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.

  Had to cancel trip, 2 days prior, child illness. Pay for the trip protection and last time I canceled I received a refund. I was told when I purchased the added trip protection I would be able to receive my deposit back. Now they are saying otherwise. Dates staying:3/21-3/23 confirmation number ********.

  Business Response

  Date: 04/05/2024

  Good morning, *******. 

  On behalf of Great Wolf Resorts, we are reaching out to you to acknowledge the complaint that we have received. We sincerely apologize for the delayed response and any inconvenience that *** have been caused. We greatly value your feedback as it aids us in our ultimate goal of consistently providing exceptional customer service and guest experience.

  In response to your concerns, we have reviewed your booking and show that the reservation was booked with the non-refundable FlexTrip package that allows you to change or cancel your reservation without a fee, as long as it is done 3 or more days prior to arrival. Reservations canceled within 48 hours of arrival are non-refundable. However, as a courtesy, we show that an offer to waive the non-refundable policy and offer a refund minus a cancelation fee of $100.00 was provided upon cancelling your booking. 

  Please let us know if you need any further information.

   

  TH GCS

• Initial Complaint

  Date:03/19/2024

  Type:Product 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 paid a deposit in July. I had to cancel. I lost my debit card had to get another so they said they would send me a check but it would take 3 months. They sent a check Oct 25 for ****** and I put it in my glove box. I deposited it about 60 days later and they canceled the check. It says on check void after 90 days. My bank did a charge back of $9.00 I sent them a letter the first week of Jan along with the copy of the canceled check and it is now 18 of March and I haven't heard from them. I tried calling the phone number the ******* lodge gave me but its recordings. I want my money

• Initial Complaint

  Date:03/14/2024

  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 express my extreme disappointment with the experience my family and I had during our recent stay at Great Wolf Lodge in *****, ****.As excited patrons looking forward to a relaxing getaway, we were deeply let down by the level of service and professionalism exhibited throughout our stay. Despite purchasing a one-night stay and a food pass for my entire family, we encountered numerous issues that marred what was supposed to be a memorable experience.One of the most glaring issues was the significant delay and neglect we experienced during meal times. Not only did we wait over two hours for the buffet during both breakfast and dinner, but the dining pass we purchased seemed virtually impossible to use due to the lack of available food and the failure to restock the dinner buffet adequately.Additionally, the treatment we received from staff members left much to be desired. From being forgotten about at the front desk to the uncomfortable and inappropriate environment created by employees using profanity near our room. I was on a balcony adjacent to the employees entrance the level of customer service and basic human decency fell far short of what is expected from a reputable resort and hotel.As someone who had heard positive reviews about Great Wolf Lodge from friends and family, I had high hopes for our mini vacation. However, the reality was far from the pleasant experience we had anticipated.In light of the issues outlined above, I kindly request either a full refund for our stay or another opportunity to visit Great Wolf Lodge at a later date with assurances that these issues will be addressed and remedied.I sincerely hope that you will take this feedback seriously and take appropriate measures to uphold standards of service excellence and customer satisfaction.

  Business Response

  Date: 04/04/2024

  Dear *****.
  
  
  On behalf of Great Wolf Resorts, we are reaching out to you to acknowledge the complaint that we have received. We sincerely apologize for the unfortunate experience that you have had and deeply regret any inconvenience that *** have been caused. We greatly value your feedback as it aids us in our ultimate goal of consistently providing exceptional customer service and guest experience. In response to your concerns, we have relayed your feedback to our Management team for further investigation. We will be in touch shortly to discuss your concerns more comprehensively. Your patience during this process is greatly appreciated.
  
  
  
  
  Kind Regards,
  Destiny M.

• Initial Complaint

  Date:03/12/2024

  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.

  My family stayed at Great Wolf Lodge in ************ ** from Dec 27th to Dec 29th transaction stay# ********.We did not receive Voyager points for that stay. I followed up with Great Wolf Lodge on January 17th where Case# ******** was opened and was advised the points would be added to my account and would be completed with an email confirmation in 72 hours. That did not happen. I followed up a few weeks later and was advised to wait 48 hours and the task would be completed.I called back again today, March 12th as there has been no remedy to this, spent ************************************************************************************************************* there is nothing they can do and to call reservations again.I want this resolved. I have also spent way too much time on chasing a resolution which has greatly diminished what was a very nice stay at a place my children ask to return to at least weekly. At this point I have no desire to return until this is solved for. Furthermore it should not be this difficult for a customer to contact the group handling Voyager points for assistance.

  Business Response

  Date: 04/05/2024

  Good afternoon.

  We have reached out to the guest on 04/04/2024 to provide additional information so that we may further assist them.

   

  Regards,

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

  Customer Answer

  Date: 04/09/2024

  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.

  No action or remediation has taken place yet. I responded to their email and am awaiting next steps.

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

  Business Response

  Date: 04/14/2024

  We are in contact with the guest and have added the Voyager points they earned from the stay. Please see the email below. 

  Hi ****, 
  
  We apologize for the delay in resolving this issue. We have manually added 182 points earned from reservation ******** to your account. Could you please verify if you can see these points reflected on the account you are able to sign in to?
  
  You earn points on overnight stays consisting of two or more consecutive nights, onsite food/retail purchases, and add-on packages charged to Voyager Club member's room accounts during their qualifying stay. Points are not earned on gift card purchases, alcohol beverage purchases, resort fees, surcharges, taxes, service charges or gratuities, any purchase made with Voyagers Points or Bonus Deals and purchases paid by cash or credit card directly at the outlet instead of charging it to the room account. For every $10 spent on a qualifying purchase, you earned 1 ******************. The points earned can only be redeemed online. 
  
  We appreciate your patience during this time. Please reach out if you have any additional questions.
  
  Kind Regards,
  Sade

  Customer Answer

  Date: 04/22/2024

  [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 ********. While I am surprised and disappointed in the lackadaisical effort and fact that it took nearly 5 months to receive points that were owed to me, and despite any additional goodwill gesture or points provided I can no longer spend time or effort going back and forth on this.

  It is clear and evident that Great Wolf Lodge does just enough to maintain customer relationships. I will accept the offer, potentially revisit one additional time and certainly not recommend your business as a positive experience to anyone who asks.

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

  
  

• Initial Complaint

  Date:03/07/2024

  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.

  Wednesday, March 7th I mistakenly purchased waterpark day passes for the wrong location. I am not sure how, as I had previously been searching the ***********/Bloomington location. I was so excited to find $40 day passes that I purchased immediately for our party of 5. Upon purchase confirmation I noticed the location said "*******/******" - after further inspection I realize the tickets were for this location and not the one I had intended to purchase. I've tried calling Great Wolf customer service twice now and both times they have refused to refund. The ticket prices on the same day for the ***********/Bloomington location are $100pp and I cannot afford that. We live over 5 hours away and do not have any current plans to come back. At this point, I am asking for a refund - no services have been or will be provided, I just want my money back. I know they offer refunds for their hotels and they offered to refund ******* if I purchased ***********/*************** it is possible.

  Business Response

  Date: 03/07/2024

  Dear ********, 
  
  We thank you for choosing Great Wolf Resorts.  We have received your concern submitted to the BBB and apologize for any frustration caused.  As you have booked at the wrong location, we have proceeded to cancel your reservation free of charge and issued a full refund of ****** back to you, a cancellation confirmation email has been sent to you for your records.  Please note, the refund may take 7-12 business days to reflect back on your account depending on your financial institution. 
  
  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, 

  ******** 

  Quality Specialist

  Customer Answer

  Date: 03/07/2024

  [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:03/05/2024

  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.

  My family came to great wolf lodge on 2/14/24. We booked a reservation for the night but ended up checking out early at 8pm on 2/14 and not spending the night. They said a check out confirmation would be sent via email. When I received the confirmation email I saw we were charged $150.00 for breakfast, including $125 on my credit card and $25 removed from my account credits. I called customer service on 2/17 and never heard back. I emailed the customer support a week ago and havent heard back. So I am trying here. I still have the pending charge on my credit card as I filed a dispute there as well. Would like a refund and extra for my time. Receipt attached showing I got gas at 9pm after check out in my town, an hour away from gwl.

  Business Response

  Date: 04/04/2024

  Dear ******.
  
  
  We genuinely apologize for the inconvenient experience, and truly regret that you had to face this situation. Your feedback is crucial to us as it helps us continuously enhance our customer service and guest experience, and we greatly value your act of bringing this to our attention. As a remedial step, we have forwarded your concern to our billing department and the management team for timely resolution. We assure you that we will keep you updated on the progress. Your patience during this resolution process is highly appreciated.
  
  
  
  
  Kind Regards,
  Destiny M.

• Initial Complaint

  Date:03/04/2024

  Type:Product 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 paid ****** for a one night stay at greatwolf lodge on March 2nd. When I received the email confirmation about my stay I noticed it had the location as ************ *******. This location is over 2000 miles away from me. The location I thought I paid for is the *********** ********** location. All I am asking is for my reservation to be transfered from one location to the other. My reservation is in 3 days on March 6th. I have called GreatWolf lodge and nobody wants to help fix this. I would even be willing to pay the difference in cost if there is a difference. I initially paid through Groupon but they told me the merchant is the only one that can transfer locations.

• Initial Complaint

  Date:03/03/2024

  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 wanted to book a stay at Great Wolf Lodge ****** for May ***** using code Spring30 for 30% savings. I understand its Up to 30% and not 30%. Please see image with total showing room rate for Wolf Den ****** after taxes and fees its ******. So I make selections and every time Ive tried thinking its a system glitch it changed my total to reflect a higher price at checkout. Now my rate is ******. I called customer service and I was told the price of the room shown on line that I select is an average price not the price of the room. When have people started posting average prices to fool customers what a price would be based off an average number ofI dont even know number of days?! When you go on line and book any room on any site you select the room and the price is right there in front of you. Not at Great Wolf Lodge its all smoke and mirrors over there with pricing. Up to 30% off savings is an example too. This is false advertising! How can you expect your customers to NOT get upset at the way you handle your bookings?! Who does this manipulation at trickery at checkout the price increases to reflect a correct rate?! What! Great job at treating g customers really. I rate this as a failed attempt at what should be a pleasant start to a fun experience for a family outing!

  Business Response

  Date: 03/15/2024

  Good morning, 

  We have received your complaint. As a courtesy we have changed the night rate to ******+ tax and fees to reflect the amount you saw while booking. These changes will be reflected on your most recent confirmation email. You will have a credit upon check in.