Complaints

• Initial Complaint

  01/26/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Great wolf lodge charged my card $241.92 for NO REASON after checking out. I did not owe anything. We made sure to check out before the 11 am check out. No one has given me my money back or explained.

  Business response

  02/04/2025

  Hello,

  Thank you for reaching out to us regarding the billing inquiry. The $241.92 is a charge for purchases made during the stay that were charged to the room. The guest was left a voicemail an an email from our team at the lodge regarding this.

   

  Customer response

  02/04/2025

  [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

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We stayed at this resort on 12/24/2024-12/26/2026 my children are the only ones who slept in the bunk beds located in this suite and have been experiencing scabies/mites/bedbugs infections and we have made several trips to the dr ******** since. A day or so from departure my children complained of severe itching and small bumps, these bumps then began to spread throughout the body when she visit a doctor and advised. There are several reviews of others having this same problem which we have seen after our visit due to your hotel negligence my children have now been impacted due to carelessness to properly clean the hotel. We have spent numerous of dollars on medication and visits and I am simply asking to be reimbursed of some kind before consulting a law firm. I have contacted the site and no response. I have tried calling and the calls are disconnected. This is my final attempt to resolve before escalating the matter and going public.

  Business response

  02/02/2025

  Dear *****.

  Thank you for reaching out to us and for providing us with that information. We are genuinely sorry to hear about your disappointing experience with our service, and we sincerely apologize for any inconvenience caused. Your feedback is invaluable to us as our goal is to always provide top-notch customer service and guest experience. Rest assured, we've forwarded your concerns to our management team for further review. We're pleased to inform you that the issue has now been resolved. Please do not hesitate to contact us if you require any further assistance - we are more than happy to help you.

   

  Warm Regards,

  Destiny

   

• Initial Complaint

  01/24/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 10 to the 11, my family had planned a one night getaway. We were having good time and wanted to extend one more night. We walked to the front desk, the gentleman who waited on us, stated that there is vacancy in the room we were already in, he spoke to his manager and stated that the cost would be ***** for the additional night plus tax. We agreed.Unpin check out, I checked my credit card billing, showed a pending $******. My husband and I walked to the front desk, inquiring about the charge. We were told this is a hold but would be refunded. Two days later, I checked my credit card, I saw that the $****** has been posted and no longer pending. I immediately called January 15, 2025. This was my first call to great wolf about the over charge. I was told not to worry, that its a holding charge and provided me a case number. She told me to allow ***** hours for the claims department to reach out to me by telephone.I made another call over the weekend (January *******) she said she is taking notes, apologized and said someone will call me. My third call, today January 23, 2025, no response and transferee after provide my case number to a different department. I was prompt to leave a voice message for a return call. No call as of yet.I have an email showing that I should have been charged $***** plus tax and a parking fee. Nothing shows ****** not to mentioned after speaking with 4 different people, all saying its a holding charge not to worry. I want my money back before I get charge interest. This is a violation and theft as I never gave authorization for the large charge. My case number is ******** At this point, for the aggregation, lack of communication, no call back as mentioned numerous times, I want a full refund.

  Business response

  02/02/2025

  Dear *****.

  Thank you for contacting us. We've reviewed the guest folio and it appears that the outstanding balance was for an extra night. This also included separate charges for the breakfast package and parking. Please note, this amount was not an authorization hold and is a valid charge on their card. We have already sent an updated folio to the guest. If the guest requires any additional assistance, please feel free to reach out to us anytime. We are always here to help you.

   

  Warm Regards,

  Destiny

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Prices for the rooms online are not honored when trying to speak with someone on the phone, at all. After calling and speaking with the 1st ****** I was hoping to extend my familys stay by another night by adding the night 2/5/25 to our already existing and paid for 2/6/25 date. I was excited to receive the mystery deal of 50% (MYS50) code in my email and wanted to use it. When on the phone, the agents were quoting different offers than what was available online for my family.- $175 total for the extra night and all the way totaling to ~$400. When viewing and adding online, the offer I saw for a family suite was $99 for the night (amazing!). They would not honor this offer. In addition, they told me they would not offer downgrading my room that was already paid for which was a Kid Cabin Suite. If they did downgrade, I would be paying an extra $200 for that one night alone for a family suite PLUS a room change fee and taxes/fees. The agents were combative and informed me multiple times about room rates changing, and I get that. However, seeing as it is not just the room we will be paying for there with a family of 5 and spending hundreds of dollars in other expenses(build a bear, MagiQuest, souvenirs, breakfasts, lunch, dinner, arcade, snacks, drinks, etc) I was hoping that the company would have integrity and honor prices for an already paid for room which was better than what I was asking to down grade for, instead of wanting to charge me hundreds of dollars more AND charge more fees. Not to mention the additional frustrations of EVEN IF they booked the room for $300 on Thursday, I wouldnt get the room rate deal like online for Wednesday as $99. I was literally in tears from the emotional distress and hyperventilating because of my anxiety from the blatant rudeness and demeaning way they spoke to me. I thought that families mattered and meant something at this business, but it seemed like its all about how much they can milk you for money.

  Business response

  01/26/2025

  Honored a rate that was available for a Family Suite in the **************. Waived room change fee as a courtesy. Informed guest of additional person fee, which was also waived as a courtesy. Guest was informed of the outstanding balance, and updated confirmation email was sent with the final balance of $162.40, to be paid at check-in after presenting a $40 gift card that the guest intends to use at check-in. The guest requested complimentary Pup Passes for the kids. Responded to request for a Pup Pass, informing he of the cost to add a Pup Pass per child and details.

  Customer response

  01/26/2025

  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 

  !!!!!!!!!!!!!!!!!!

  When communicating with GWL, they initially provided information stating that they would be unable to assist with consolidating the rooms to the same type and price, until I shared that there were indeed, Family room suites available for both nights located in ************** which is a farther walk. We have booked with GwL for another night from their offer but it is on thin ice and uncertain on how well this experience is going to be after everything. I half expect it all be a lie to get more money and place charges.
  

  The use of a he $40 gift card which was a gift from family that was unused when given last year, is irrelevant and unnecessary to bring up on BBB as a part of payment and part of the initial complaint.

  I shared via email how upset my family, especially my children, are at how the agents conducted themselves via phone and made their mother cry.
  

  This has put a damper on this whole experience and even ever wanting to come back in the future. We honestly go to ******** every year and Ive never had issues like this and needed to speak with the company.
  
  I asked for the detailed reason of why from GWL, after watching their mother cry and hyperventilate over this experience, they would not share a spark of joy to these kids to help alleviate their emotional distress, and they declined to respond. It was not an unreasonable request to gift my traumatized children with something like a pup pass, which is nothing out of the budget and pockets of GWL. Their response was to post on BBB, instead of having any integrity or decency to provide reasoning. Unless this is resolved, this is not closed and I would much rather take my children to an honorable company instead of GWL which is proving they STILL prioritize money over its alleged most important consumers which are the children and their happiness.

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

• Initial Complaint

  01/21/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to formally lodge a complaint against Great Wolf Lodge regarding a profoundly unsatisfactory stay from December 1 to December 4, 2024. The experience was marred by significant safety hazards, unsanitary conditions, and a blatant disregard for customer service, which collectively resulted in a distressing ordeal for my family.Detailed Complaint:******** Hazard Broken Pull-Out Bed:Upon attempting to use the pull-out bed on the first night, my son sustained a hand injury from sharp, exposed metal. The metal frame was completely broken in half, posing a severe safety *************** Issues Repeated Toilet Backups:The toilet in our room required snaking six times due to persistent backups, even with minimal use. Alarmingly, it regurgitated ***** matter from other rooms, resulting in an unbearable stench and creating an unsanitary environment.3.Inadequate Accommodation and Response:With eight family members, we were forced to share three beds and a single functional toilet in the loft area. Despite multiple complaints throughout the night, we were informed that no supervisor was available until 10 AM. After finally speaking with a supervisor, we were made to wait until 3 PM to switch rooms, consuming a significant portion of our day with packing and unpacking.4.Ineffective **************** and Case Handling:A case was initiated during our stay due to the booking being through Groupon. After seven days without follow-up, I contacted Great Wolf Lodge, only to learn that the case was closed without resolution. ******* indicated that Great Wolf Lodge deemed no refund was owed. I reopened a ticket on January 13, 2025, but subsequent attempts to reach the lodge were met with unreturned calls and extended hold times. As of January 21, 2025, I have not received any communication, and my second case has been closed without explanation.

  Business response

  01/23/2025

  Good afternoon, 

  We thank you for reaching out to Great Wolf Resort. We're truly sorry to hear you had this experience during the time of your visit with us. Please accept our sincere apologies for the inconvenience and any frustration this may have caused as this is certainly not the level of service we would like to provide. We'd like to assure you that we will take all necessary steps to address your concern to ensure it does not happen again in the future. We have forwarded your concern directly to management team at the lodge. A member of the team will be reaching out. 

  We greatly appreciate your patience during this process. 

  Customer response

  01/23/2025

  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.
  
  I have attempted to get ahold of management numerous times. Id like to have this addressed. I have been assigned incident numbers two other times through the lodge and would not like to close this complaint until I have a resolution from GWL. A manager phone call (that has not happened yet) is not sufficient after the amount of effort I have already put into this. 
  
  Regards,
  
  ****** **********

  Business response

  02/02/2025

  We have spoken with Ms. ********** this evening.  We understand her concerns regarding the issues she experienced during her stay from December 1st-4th, 2024, including the broken pull-out bed, plumbing problems, and service delays.
  
  As a resolution, we are honoring a complimentary stay for the first night of her reservation and have communicated this to Groupon, through whom the booking was made.  We are working with Groupon to ensure this compensation is processed correctly.
  

  Customer response

  02/03/2025

  [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

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi Im reaching out again in regards to a prior claim that hasnt been resolved. I keep getting excuses and Im fed up with it!

  Business response

  01/22/2025

  Good morning,

   

  We have received information that a refund check was sent on 12/27/2024. We have sent this information to our guest and advised them of the time frame of the refund which is 6-8 weeks.

  Warm regards,

  ******

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I put in a request for a room to be closer to the waterpark and on the first level,I did not get my request which i understand I spoken to a team member and they told me I Can come back Sunday Monday morning which was on January 13 2025 to request to be closer. I had went to the front desk 3 times I had called multiple times in the morning, One pack team member told me they have a room ready for me and to wait and they would call me in an hour no one never called me and that was my son birthday and we wanted to go to waterpark he was so sad. I had called back to request to speak to a manager and he finally told me it was a room ready at around 2:54pm. When we got in the room the next day we notice small bites on us the next morning when we look under the covers it was covered with bed bugs, we immediately told Manager. I had the worse time there for my son birthday weekend Reservation Name: ******* ******** Reservation Number: ******** Reservation Dates: January 11-13-2025 Room Type: Junior Cabin Suite

  Business response

  01/18/2025

  Good afternoon.

  We forwarded our guest's concern to our management team and had updated our guest with this information. Our management team responded that they have spoken to our guest and that a solution was provided for a return voucher.

  Warm regards,

  ******

   

   

  Customer response

  01/18/2025

  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.
  
  

  Dear Great Wolf Lodge Management,
  
  I am contacting you in response to the settlement credit offered for my recent stay at your resort. I appreciate the gesture; however, I must formally decline this offer.
  
  Given the distressing experience I endured due to the bed bug issue, I believe that a credit does not adequately address the situation. Therefore, I am requesting a full refund for my stay instead.
  
  I look forward to your prompt response to this matter.
  
  Thank you for your attention.
  
  Regards,
  
  ******* *******

  Business response

  01/22/2025

  Good afternoon.

  
  We forwarded our guest's concern to our management team andas soon it is reviewed the guest will be contacted with the resolution they are requesting. 

  
  Warm regards,
  Ginellie

  
  

  Customer response

  01/26/2025

  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.
  
  I am still waiting on response from the business 
  
  Regards,
  
  ******* *******

• Initial Complaint

  01/08/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This facility told us at pre check in that everything was good to go and we were paid in full. We then get to check out and we used our card to physically pay for the items while there and then at check out we were told we had to pay $380 in taxes and fees....which we authorized and $200 of that was a "hold" placed on the account that should come off a few days later....now today ...we are charged an additional $653 and there is no way should be charged that.

  Customer response

  01/08/2025

  We were charged 2 days after leaving the facility for an additional amount of $653 and we were told at checkout , we only owed $380..... both charges went out of our account and now my account is over drafted.  J did not authorize the $653 to be drafted. I need a refund. 

  Business response

  01/14/2025

  Dear ********,
  
  Thank you for reaching out to us regarding the charge of $653.36. Upon reviewing your reservation and transaction history, we noticed several charges were made at various locations including the Pizza Shop, Snack Bar, Bear Essentials, Lodge Wood Fire Grill, and the Fresh ***** Market.
  
  To help clarify these details, we have sent an itemized bill to your email address. This document outlines all charges associated with your stay. Please take some time to review it and should you have any questions or need further assistance, don't hesitate to contact us. We are here to assist you!
  
  Thank you for allowing us to be a part of your treasured family memories. We truly value your patronage and look forward to welcoming you and your family back to Great Wolf Resorts in the future.
  
  Warm regards,
  Destiny

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked i believe it was two nights and we ended up not able to check in the first day because of a emergency with my youngest do too the hospitals crappy signal I was un able to call but I pre paid so I didn't think there would be a issue but when I get there they tell me that my reservation was canceled so I'm like okay well can I book a room the thinking my money for part or all of the reservation would be refunded and my deposit so I payed for one night it was not mush with the coupon I had i look at my account transactions before we leave the next day and it wasn't returned yet so I'm like okay give it a day or two and nope i even wrote them and told them about it they told me they couldn't find my say I was charged almost ****** ****** dollars for one night when I did get to speak to someone they said they would talk to the manager and get back to me they never did but they sent me a email saying my points that you get for each stay will now reflect the amount of points I've turned

  Business response

  01/15/2025

  Good morning, *****
  

  Thank you for reaching out to us regarding your query and we want to sincerely apologize for the inconvenience and frustration you've experienced with the charges on your account. We take all feedback seriously, and we can certainly understand how concerning it must have been to see unexpected charges. Please rest assured that we are fully committed to resolving this matter swiftly and to your satisfaction.

  
  Upon reviewing your account, we noted that there are two charges that require further investigation. We have already forwarded the query regarding the $527.90 and $268 charges to the relevant department for a thorough review. We are actively working to ensure that these discrepancies are addressed promptly, and we will personally follow up to ensure everything is resolved as quickly as possible.

  
  Additionally, we want to bring to your attention that your Voyager points have been successfully awarded, as per our records. We always strive to ensure that our guests are properly credited for their loyalty, and we hope this contributes to making your experience with us more enjoyable moving forward.

  
  Again, we deeply regret any inconvenience this may have caused you, and we truly appreciate your understanding as we work through this. We will be keeping a close eye on the situation and will reach out with any updates as soon as we receive them. If you have any further questions or need additional assistance, please do not hesitate to contact us directly.

  
  Thank you for your patience and trust. We value your continued patronage and are committed to ensuring your experience with us meets the high standards you expect and deserve.
  
  Warm Regards,
  **** S

• Initial Complaint

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So for a Christmas gift to the kids we decided to go to Great Wolf Lodge during the break. We arrived on December 28, 2024. As soon as we arrived the power went out and we were unable to ride any rides or do literally anything. Some time passed and we were then able to partake in the water slides. Then a few hours later, the power went out again (this happened a total of three times) so we could not ride any rides, play any games, all their systems were down so we could not even play the magic wand game with the kids. I very politely went to the front desk and asked if this was limited to their building and the worker told me yes and when I asked for compensation for the lack of experiences we were able to do for how expensive the trip was they said I could send an email. I compiled an email and received no response. I emailed again this morning and this was their response Dear ******** Family, At this time, we are not issuing any compensation as a result of the power outage. We thank you for your patience while our pack members worked diligently to maintain a safe environment and restore operations. I find this deplorable. They didnt offer anything for the amount of money we paid and the fact we couldnt do anything of which we paid for.

  Business response

  01/11/2025

  Hello, . We're sorry to hear you had this experience. Can you please email us at ******************************************* with your lodge location and confirmation number, so we can help? Thanks so much for letting us know.

  Customer response

  01/18/2025

  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.
  
  The business asked me to email them with my confirmation number and dates of stay. I did what they requested and have not received a response. The incident is still unresolved. 
  
  Regards,
  
  ***** ********

  Business response

  01/22/2025

  Hello, 

  Thank you for reaching out! I have sent a follow up email to the support team to look into this and the guest has been advised. 

   

  Thanks,

*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. ↩