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Great Wolf LodgeThis business is NOT BBB Accredited.
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Reviews
This profile includes reviews for Great Wolf Lodge's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.04/5 stars
Average of 93 Customer Reviews
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Review fromJackie B
Date: 05/20/2025
1 starArrived at 5:15 PM on our return home from attending our grandparent's funeralwell after the 4PM check-in time. Was told our room was being cleaned and we would get a text within 10 mins so go park and unload the car. We stood in the hall until 6pm waiting a text with a room number while I used the chat to keep asking what our room number was with no reply. The water park was only open until 8pm so we were trying to hurry and get in. Someone found us in the hall and said the room was unavailable as the toilet was continuously running and the tv was not working. We reserved a room with double beds and were moved to a room with a den that had bunk beds, which was not ideal. Meals from onsite food places were burnt, cold temperature, packed incorrectly so buffalo sauce was mixed onto dry rub wings, chicken tender had a black spot in it and items were missing (salad, dressing, dressing for wings, utensils, etc.) The water park had some additional disappointments. Lazy river was closed by at least 7:25pm when it was to be open until 8pm and staff wouldn't say why when asked. Two slides were closed for maintenance, safety guidelines were not enforced including maximum occupancy rules, we witnessed a guest vaping inside the park with no intervention from staff, there were ants in the shower drain, bathrooms were dirty and many of the water areas were unattended by staff. There was also no one at the door checking bracelets or bags so anyone was able to enter. We were greatly disappointed with the issues with our room, meal experiences, and overall lack of service quality. I did receive an email requesting my availability to discuss these items and replied twice and never heard back. At this point, I am not only disappointed by the issues we experienced during our stay, but also by the ongoing lack of communication and accountability from Great Wolf Lodge. It is unacceptable, especially coming from a company that claims to value guest satisfaction.Review fromVeronica S
Date: 05/14/2025
1 starVeronica S
Date: 05/14/2025
I visited GWL on 4/17-4/18 I paid 208$ to reserve the room, after arriving I was told a 100$ hold would be placed on my card and that anything unspent would be returned in 5-10 business days. I waited a few additional days before calling back, I was then told they weren't "aware" that the money was not just held but removed from my account, and said to wait an additional 5 business days before it would be returned to me. Fast forward 6 business days, and I call back and am told it's because it was a debit card, It could take 30 business days. The establishment is filthy, filled with black mold, and generally a safety hazard as much of the netting to prevent children from falling is torn, and surrounded by white picket fencing inside the pool. Black mold on slide walls, and general uncleanliness...When told I'll contact a lawyer about the money not being returned they said they refuse to discuss it anymore and hung up.. GWL is a criminal enterprise just stealing from families trying to enjoy life together!Great Wolf Lodge
Date: 05/15/2025
Hi, ********! We're so sorry to hear about your experience. Can you please send us an email to ******************************************* and include your confirmation number, best contact information, and your review?Review fromAnnece H
Date: 05/08/2025
1 starAnnece H
Date: 05/08/2025
One of the worst place I have been too the location have bed bugs and i havent heard anything back from the head office about my refund it been almost a month I will never go there againGreat Wolf Lodge
Date: 05/13/2025
Hi, Annece! We're so sorry to hear about your experience. Can you please send us an email ********************************************* and include your confirmation number, best contact information, and your review?Review fromstephanie d
Date: 04/10/2025
1 starstephanie d
Date: 04/10/2025
I booked our GWL trip using ****** so I could split the cost over time. I was approved, got confirmations from both ****** and GWL, and even reached out the Friday before our stay to confirm everything was good. I was told it was. After the trip, I found out GWL charged my credit card $660 without my knowledge because ****** had voided the loan—on the same day it was approved. No one told me. Not ******. Not GWL, even after I asked directly multiple times. I made this plan so my son could have a fun birthday without financial strain—and now I’m stuck dealing with a charge I never agreed to. If your reps can see the loan was voided instantly, why wasn’t that told to me in advance? Poor communication, zero accountability. We won’t be back.Great Wolf Lodge
Date: 04/15/2025
Hi, *********! We're so sorry to hear about your experience. Can you please send us an email ************************************************ include your confirmation number, best contact information, and your review?Review fromJeniffer K
Date: 03/27/2025
1 starJeniffer K
Date: 03/27/2025
I bought a daily passes off of *******. For $60 for my child and me. At the check in, I had to provide my credit card for any accidental things and pay for parking. I went with my sister and her family of four. I got charged on my credit card $552.24 and $136.08. I called several times and was put on hold for nearly 15 minutes. The second Lady I had spoken with made it sound like my paid ******* meant nothing and that that is the fees they always charge. She then went on trying to act like me and my family swiped our wrist bands everywhere which we did not. They didn’t even have us swipe it to get into the waterpark. On the invoice it says room rate/ packages that was the biggest portion of the charge. I told her I did NOT stay there and bought no extra packages. I think whom ever checked us in didn’t mark our day pass correctly. I called on a Monday about the charges and it is now Wednesday and no response from anyone. I’ve called four times and chatted online with someone. All of them told me to wait for billing. I don’t think they understand the frustration because taking out nearly $700 from my bank account and having No answer on exactly what was charge is wrong. Maybe to some that’s not much money but to me that is ALOT! Tomorrow is the last day I will wait for an answer and if nothing my credit card company is going to dispute the charges. What a headache to an end of a vacation. Thanks a lot Great wolf lodge…. Never again and I will for sure warn family and friends around.Great Wolf Lodge
Date: 04/08/2025
Hi, ********! We're so sorry to hear about your experience. Can you please send us an email to ******************************************* and include your confirmation number, best contact information, and your review?Review fromMelinda B
Date: 03/13/2025
1 starMelinda B
Date: 03/13/2025
I had 3 rooms booked from 2/19-2/21 for two nights each. Check in is at 4pm. One room was t available until 5pm and another not until 6pm. Two of the rooms had soiled bedding including the room that took until 6pm to clean. In addition it had food on the floor and stuffed in the vents. One room had a significant amount of hair in the tub. These rooms were filthy. I tried calling, texting, and app messaging and never received a response. We had to remove the bedding ourselves and clean our rooms forvour own safety and we'll being. Customer Service is non existant here. I was offered a complimentary stay a week later without any details from Lisa ******. She still has yet to confirm the details or answer my questions. I was told I would receive a certificate in the mail. Is it for 3 rooms at 2 nights each? Or one room for one night? I don't know. Customer Service will not respond to my emails and closed my case stating I haven't replied. I have multiple times and no response. Management is significantly lacking. They just don't care. They want your money. But they don't want to provide a safe, clean, and great experience for you. Training needs done in all aspects of this facility. I have never been so disappointed in a "vacation" or getaway in my life. No one at GWL wants to take responsibility for their staffs incompetence, or my families inconvenience. For what I paid, I should not have had to clean our rooms, bathrooms, and remove soiled bedding. Absolutely 100% UNACCEPTABLE.Great Wolf Lodge
Date: 03/27/2025
Hello, *******! We're deeply sorry to hear about your experience and appreciate you bringing this to our attention. Please accept our heartfelt apologies, as this is not the quality of service we aim to provide to our guests. We assure you that we will take all necessary measures to address your concerns and ensure our services match our guests' satisfaction. Your feedback is very important to us and we will take the right steps to ensure such an incident doesn't recur in the future. We will be sending you and email regarding this.Review fromGreg C
Date: 03/10/2025
1 starGreg C
Date: 03/10/2025
Scam they put extra charges on my card that they didnt tell me aboutGreat Wolf Lodge
Date: 03/27/2025
Hi, ****! We're so sorry to hear about your experience. Can you please send us an email to ******************************************* and include your confirmation number, best contact information, and your review?Review fromJeff P
Date: 03/07/2025
1 starMade a reservation came and checked in. The next day they were putting a new roof on that we were not made aware of ruining the day we planned for our daughters birthday. Spoke with the front desk and they said at some time there was a disclaimer on the website but couldnt tell me when, where or how long it was or and didnt know if it wouldve showed up on the reservation page. Just said sorry for the inconvenience. We wouldve booked at another log had we known. Waste of moneyReview fromJosh C.
Date: 03/06/2025
1 starJosh C.
Date: 03/06/2025
My family & I bought day passes for Dec 31st. While my husband and son were waiting on a slide, there was a medical emergency with a young girl. My husband is a EMT firefighter and helped this young girl. The lifeguard didn’t know what to do he was so frozen.. my husband was like call on the radio you need a medic bag, it was a hot mess. He assisted as much a possible and was asked to help carry this girl down to ambulance with my son following. He was approached by the manager and his information was taken down and it was said that he would be compensated for his help… it is now March and we called multiple times, emailed someone named Helen who takes care of this matters and still have not heard back. Disappointing.. customer service is absolutely terrible!Great Wolf Lodge
Date: 03/27/2025
Hi ****, we're so sorry to hear about your experience. We'll be reaching out to you via email regarding your concern.Review fromJonathan A
Date: 02/27/2025
1 starJonathan A
Date: 02/27/2025
Horrible First Experience – Poor Customer Service & Unacceptable Conditions I recently stayed at Great Wolf Lodge ******* (Feb 12–15), and my experience was nothing short of unacceptable. As a first-time guest, I expected a high standard of service from such a well-known resort, but what I encountered was a complete failure in hospitality and customer care. Upon checking into my room, I discovered bugs and stained sheets. I immediately took photos and reported the issue to the front desk. I then escalated the matter to the supervisor on duty, Travis, who informed me that pest control would need to inspect the room before determining further action. While I was moved to another room, I was assured that another supervisor, Adrian, would follow up with me regarding compensation. That follow-up never happened. To make matters worse, my room was never serviced throughout my stay, showing a complete disregard for basic hospitality. Days after I checked out, Travis finally contacted me, only to offer a measly $75 as compensation—an amount that is frankly insulting considering the severity of the situation. This was my first visit to Great Wolf Lodge, and it will certainly be my last. For a resort of this caliber, I expected better. The lack of responsiveness, accountability, and customer service is appalling. I would strongly advise anyone to consider staying here to think twice. If you value cleanliness, proper service, and a company that cares about its guests, this is NOT the place for you.Great Wolf Lodge
Date: 03/06/2025
Hi, *********! We're so sorry to hear about your experience. Can you please send us an email to ******************************************* and include your confirmation number, best contact information, and your review?
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