Complaints

• 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,

• Initial Complaint

  01/04/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  On Dec 27, after staying at this hotel on Dec 24, my credit card was charged $190. My list of transactions is blank. ***************** did not respond to my request for information about this charge.

  Business response

  01/11/2025

  Good ***, ****
  
  We would like to sincerely apologize for any inconvenience or confusion that you may have experienced during your recent stay with us. Your satisfaction is of the utmost importance, and we are committed to ensuring that all aspects of your experience meet the highest standards.

  
  After thoroughly reviewing your reservation folio, we have confirmed that the charges applied are consistent with the on-site purchases made during your time at the lodge. We understand that billing discrepancies can be frustrating, and we want to make sure that all details are completely transparent and clear for you.

  
  To assist in your review, we have sent a detailed copy of your folio to the email address we have on file. The document outlines all charges, including those related to any services or items purchased directly on the property. We hope this helps clarify any questions or concerns you may have had regarding the charges.
  Should you have any further inquiries or if there is anything else we can assist you with, please do not hesitate to reach out. We are here to help and want to ensure that your experience with us is as positive and seamless as possible.

  
  Once again, we apologize for any inconvenience caused and appreciate your understanding. We greatly value your feedback and hope to have the opportunity to welcome you back in the future.
  Thank you for choosing Great Wolf Lodge, and please feel free to contact us directly if you need any further assistance.

  
  Warm regards,
  **** S

  Customer response

  01/12/2025

  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 total room charge and fees on the invoice that you sent me do not match those on my booking confirmation, which I have attached.  There is a discrepancy of more than $100.   Please credit me for this.
  
  Regards,
  
  **** Pinkovezky

  Business response

  01/17/2025

  Good ***, ****
  
  Thank you for reaching out to us regarding your query. Please note that we have forwarded your query directly to the lodge to be reviewed. 
  Once the issue is resolved, a member of our pack will be reaching out to you directly.
  
  If you have any questions or concerns, please feel free to reach out to us via ******************************************* and we will be more than happy to assist you. 
  
  Regards,
  **** S

  Customer response

  01/22/2025

  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.
  
  This response is not a resolution of any kind.  It just says that they will look into it.  I am waiting for my refund of the overcharge.
  
  Regards,
  
  **** Pinkovezky

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I stayed at Great Wolf Lodge 12/31 /24. It was a party of 2 adults and 6 kids in a condo. First, they called me the night before and let us know the room we booked was not available and put us in a smaller room. Not great but it happens. AFTER leaving the resort they charged us $60 for unreturned towels. The pool and resort was completely packed for New Year's. People were grabbing towels off our bench and using them in the pool area. We left the resort without ANY of their towels, we did not even bring their towels back to the room. ALL their towels remained in the pool, either returned by us, or taken by other guests. I was willing to forgive a lot, including the maintenance guy in our room basically the entire *** night from 4pm-1030 replacing BOTH toilets in the condo. Nice guy, not his fault, but this shouldn't be our problem.

  Business response

  01/09/2025

  Thank you for reaching out to us. We regret to learn about this experience and extend our sincere apologies for any inconvenience this may have caused. We value your feedback, as it plays a crucial role in our commitment to providing the highest quality of customer service. This concern has been forwarded to our management team at the lodge for further attention and the guest has been notified via email. We will be contacting the guest with a resolution as soon as this matter has been addressed. Please let us know if the guest requires additional assistance. 

  Customer response

  01/09/2025

  [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,
  
  ******* ****
  

• Initial Complaint

  12/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We reserved a one-night stay for Sunday, December 29, 2024, at the **********, ******** location. Today, Saturday, December 28, 2024, my wife passed out in our home kitchen, was taken to the hospital via an ambulance, and was admitted. I have been with my wife all day and our children have been with family. It's been a trying day to say the least, but what made it even worse was that I have tried to call Great Wolf Lodge four times now, have been on hold for at least a half hour on each attempt, and I still can't get through to someone to discuss what my options are to possibly reschedule our stay. I emailed/messaged the ********** location through the website earlier today to explain this and I have not received a response or phone call. I understand that my wife's emergency is not a priority for Great Wolf Lodge and they have other guests that need assistance too, but I also have read numerous similar complaints online today that all read the same: it's impossible to reach customer service. I have had to step away from my wife's hospital bedside four times today trying to reach Great Wolf Lodge and I am not better off than when I started calling this morning. This is not acceptable. It would be one thing to actually reach a customer service *** and find out that there's nothing that they can do to accommodate us to reschedule, but I can't even reach a customer service *** at all.

  Business response

  01/18/2025

  Good evening,

  Thanks for reaching out. The guest was refunded in full on 01/06/25.
  

• Initial Complaint

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  our stay at your resort from December 18 to December 20, 2024. This experience has been highly frustrating, and I feel that the lack of effective communication, follow-through on promises, and overall management of the situation has not only left me dissatisfied but also put my family at risk of further harm.* We were moved to room 4096, but upon arrival, another family had access to the room, which caused further confusion. ***** services and the front desk were unaware of this issue and, despite the Directors promises, insisted that we had to check out by 2 p.m.* Additionally, while we were waiting for the heat treatment to be completed on our belongings, we had to scramble to purchase new clothes for the family as we had only the clothes on our backs. This came at a cost of $300 for necessary ************ and Safety Concerns:* The bed bug issue was serious enough to warrant a thorough investigation and immediate action, yet it was not handled with the urgency it deserved. I had to take additional steps, such as dry cleaning our clothes, to ensure that no bed bugs came home with us. I also had to visit a doctor to document the bites on my daughter.Request for Resolution: 1. A full refund for all expenses incurred, including the cost of the room, meals, and any necessary purchases due to the bed bug incident.2. Reimbursement for any additional costs related to dry cleaning, doctor visits, and the potential risks of an infestation.3. A formal apology and a thorough review of how this incident was handled, with appropriate training for staff to prevent such issues in the ********* is clear that this situation was not managed according to your usual standards, and I am disappointed that no one followed through on the promises made to us. The failure to properly inspect the room, communicate effectively, and address the health and safety risks is unacceptable.

  Business response

  12/31/2024

  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. 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. At Great Wolf Lodge, our team strives to provide great service and meet the satisfaction of our guest. Please be informed that we have sent your concern directly to management at the lodge and a member of the team will be reaching out. We greatly appreciate your patience during this process. 

• Initial Complaint

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a stay at Great Wolf Lodge from Dec. 22, 2024,- Dec. 23, 2024. During this time I was charged $****** for a breakfast at Timbers *************** Breakfast food. At no time did I eat at this restaurant or authorize this charge to my room. After checking out, this charge was billed to me on my final receipt. I called the hotel to inform them. I spoke with ******* at the front desk. ******* informed me that she would not put a manager on the phone but that they would investigate the issue. I asked again to speak to a manager and have this charge reversed, as I did not authorize the charge. I asked how this charge was possible given that I never signed for this. I asked if they just allow people to bill to people's rooms without any proof of identification. ******* could not answer this and just said she would inform the manager. I expressed that I wanted to speak with a manager, but ******* made no additional effort to help me and frankly was dismissive and uninterested in helping me. I was not happy with this outcome, as they have not contacted me or rectified this charge. I am appalled that a resort would just charge a guest room erroneously and make no effort to rectify the situation. This is theft. I called corporate to ask for resolution and was given a reference number. I want the charge of ****** reversed on my credit card immediately. This is unethical, as they charged my room falsely and did not produce a receipt or any evidence of my attending this restaurant. I am a repeat customer and they were rude and dismissive. It makes me not want to return to the resort. I hope proper action is taken to correct this. When you take customer credit cards on file, the customer trusts you to ensure their account was protected. I feel that the business did a poor job ensuring that our room was protected. I only authorized two people to make purchases to my room and neither of these individuals authorized this charge.

  Business response

  12/28/2024

  Good morning, 

  We thank you for reaching out to Great Wolf Resort. We're truly sorry to hear you had this experience and please accept our sincere apologies for any inconvenience and 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. Please note that we have sent your billing inquiry to management at the lodge. A member of the team will be reaching out to further discuss your billing inquiries. We appreciate your patience during this process. 

  Customer response

  12/29/2024

  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 below.
  
   The business offered an apology and stated that they would be in contact with me. No one has contacted me. In the meantime, I am still charged $116 in room charges that are incorrect. As I previously stated, I am a repeat customer. My son always asks to go to the **********************. I am honestly shocked and disgusted by the lack of care, concern, and honesty by the resort. They should rectify the charge and treat customers better. I still cant believe they charged me for a breakfast I did not have and have provided no credentials in terms of receipts or signatures to verify this charge. They have caused me to lose time unnecessarily in order to try to have this rectified. There are plenty of other resorts and they lost a valued customer. Ill be proceeding to inform my credit card company of the fraudulent charges made by this resort since they refuse to act in good faith. 
  
  Regards,
  
  ******* *******

  Business response

  01/09/2025

  Good Morning, 

  Thank you for reaching out and bringing this to our attention. We sincerely apologize for the inconvenience and frustration you experienced during your recent stay at Great Wolf Lodge. We are pleased to inform you that the charge of $116.51 for Timbers Table & Kitchen breakfast has been fully refunded to your credit card. The refund was processed on January 4, 2025. Please note the refund can take 7-10 business days to reflect. 

  
  We value you as a repeat guest, and we regret that your experience was not up to the standards you should expect from us. We hope that this resolution helps to address the issue, and we appreciate your understanding.

  
  If you have any further questions or need additional assistance, please dont hesitate to reach out. We look forward to welcoming you back in the future and ensuring a more positive experience.

   

  Kind Regards, 

  Sade

  Customer response

  01/09/2025

  [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,
  
  ******* *******
  

• Initial Complaint

  12/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I stayed at the Great Wolf Lodge on December *****, 2024. During our stay, we were advised that the food court was having trouble with their card reader and subsequent transactions. Upon checkout, I noticed several extra charges on my invoice that included food purchases that we did not make. I also noticed two towel charges in the amount of $30 and $15. We spent over an hour at the front desk and was assured that everything would be taken care of and that we were okay to begin our travels home. On Tuesday, December 16, I noticed that it was not taken care of and there were three extra charges on my credit card in the amount of $102.65, $30.44, and $16.05. I could not reach a customer representative, but opened a case and was assured that someone would call me within 24 hours. I did not receive a call, and when I called back, I was advised that my case was closed, but they could not explain why. I opened a second case and still have not received a phone call. I am disputing the three amounts that appeared on my card but not invoice: $102.65, $30.44, and $16.05, as well as the towel charges: $30 and $15.

  Business response

  12/26/2024

  Good evening,

  We have been in contact with this guest and their complaints were forwarded to our management team today, 12/26/2024 and the guest was updated. Our management team will be reaching out to resolve this matter.

  Regards,

  ******

• Initial Complaint

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Absolutely horrible experience. I'll start by saying I paid way too much to continue to be charged after I've left the park. I paid for a good package and adventure park pass. The restaurants didn't bill me properly so I went to the front desk before I left the hotel and was assured they would update the bill so my card on file wasn't charged. Well my cad on file was charged even though I still had money on the voucher. The restaurant that we ordered from messed up our order 3 times so my nephews were super hungry and I was annoyed. Then the same restaurant the next day refused to give me my food because they demanded payment. I told them I paid for the food package. The lady who was super rude and stormed off to ask someone at the front desk didn't spell my name correctly so she couldn't find me in the system. Another woman took the time and was polite and finally found me in the system. She gave me my food and said I was all set. So since I was all set I was extremely upset to see my card being charged for food I already paid for. The tubes were broken for one of the rides so the line was super long. I feel horrible taking my nephew to celebrate his birthday there and it was not a great experience. Never again...

  Business response

  12/23/2024

  This guest had reached out to out reservations department with the complaint and it was sent over to our team at the lodge already. I went ahead and sent a follow up email.

  Customer response

  12/23/2024

  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.
  
  They have reached out to me via email without any resolution. I still have not spoken to anyone or obtained a refund. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  12/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **Company Name**: Great Wolf Lodge **Complaint Summary**: I booked a room through Great Wolf Lodges website at a price of **$103**, but they charged me **$209** without my consent. Despite multiple attempts to resolve the issue, the company has refused to honor the original price, failed to provide a proper explanation, and is now ignoring my communications. **Detailed Complaint**: On [insert date], I booked a room on Great Wolf Lodges website. The total price displayed at the time of booking was **$103**. However, when I received my credit card statement, I was charged **$209**. This charge was made without my consent, and I believe it constitutes fraudulent business practice. I contacted Great Wolf Lodge customer service multiple times. Initially, I was met with unhelpful responses, and one representative even hung up on me. On subsequent calls, I was told they could only process a refund based on the confirmation email, which reflected the incorrect price. Despite providing **screenshots of the booking page** showing the correct price, the company still refused to resolve the issue. I requested the following to resolve this matter: 1. **A full refund of $209**. 2. **Return of all points and discounts** I used for this booking. 3. **Compensation** for the significant time and energy I have spent trying to resolve this issue. I have been ignored despite repeated follow-ups. This is a clear case of bait-and-switch pricing, which is unethical and deceptive. **Desired Resolution**: I am seeking a full refund of $209, the return of all points and discounts used, and compensation for the time and energy I have spent trying to resolve this issue. If the company fails to respond, I will pursue further action, including filing complaints with the ************************************** (****)** and disputing the charge with my credit card issuer.

  Business response

  12/22/2024

  Dear Huawei.

  Thank you for reaching out to us. We are genuinely sorry to hear about your recent experience and sincerely apologize for any inconvenience caused. We greatly appreciate your feedback as our goal is to consistently deliver excellent customer service and guest experiences. We understand that you were able to connect with a team member who honored your booked rate and also offered your family a complimentary breakfast. We eagerly look forward to welcoming you and your family again. Please do not hesitate to reach out if you need further assistance, we would be more than happy to help.

   

  Kind Regards,

  Destiny

• Initial Complaint

  12/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I checked in on Nov 15th and checked out Nov 16th. Check in has always been quick & smooth but on this visit check in took over an hour which messed up our plans for my kids birthday dinner with family as by the time we were done the food places in the pool area were closed which really upset my kids. The real issue though was what happened on the 16th, when I was making purchases with what I thought was my food credit that I had purchased however for some reason my purchases werent applied to my credit & instead charged to my room resulting in me being overcharged. I spoke with Gabby the manager about the charges only to learn I was also charged for additional things that I never approved nor did any one in my party make. I kept trying to explain to Gabby that when I checked my food credit that morning I still had $152.56 left (which I was also able to verify later that week once the app started working again for me and it showed that I still had a food credit of $152.56) and she kept stating she wasnt able to look that up and the app wasnt working for me to show her. However, I was assured by Gabby that she would adjust the charges, have HR look into them and get back to me via email before being charged anything. However, that wasnt the case and I was still charged an additional amount causing me to also get an overdraft fee. I have tried calling Great Wolf Lodge 4 different times only to be on hold each time for over an hour and no one answering. I have tried looking up a way to contact the main office but finding any contact information is next to impossible. I am extremely frustrated & upset with the customer service that I received. The fact I was charged for purchases I didnt make, overcharged for food that should have been applied to my food credit, having to waste over an hr & half before leaving GWL to try & figure out what all these charges were & still not getting any relief & broken promises from management. I would like a full refund honestly.

  Business response

  12/22/2024

  Dear ********.

  Thank you for sharing your recent experience with us. We sincerely apologize for any inconvenience you have faced, and we deeply regret that our services did not meet your expectations. We place significant value on your feedback as our continuous objective is to provide superior customer service and an outstanding guest experience. Please note that a refund of $175.54 was processed on December 14th. Additionally, to resolve this issue promptly, we have forwarded the details to our management team. Someone from our team will be in contact with you as soon as possible to discuss this matter in depth. We earnestly appreciate your patience during this process.

  Kind Regards,

  Destiny

   

  Customer response

  12/23/2024

  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.
  
  A refund in the amount of $175 doesnt even begin to cover everything that it should & the headache Ive been through dealing with this. I was promised by management that I would not be charged anything additional after leaving Great Wolf Lodge, until management reached out to me. However, management never did and I was charged an additional $65 dollars causing my bank to charge me an overdraft fee. I had even explained to management that I didnt have the funds to cover anything additional being taken out of my bank acct & thats why I was trying to keep track of what I had spent & how much food credit I had left. Yet because of your guys system mess up when I purchased food rather than it coming out of my food credit it came out of my bank acct or me having to pay directly because when I would try to place an order I would get an error. It isnt like the food credit I had was free I had to pay for it up front when checking in and yet a week after checking out I still had a credit of $152.46 food credit. Then to top it off I was charged for things I didnt purchase, Im assuming ANOTHER system error.  Its really sad to see how you guys treat your customers who spend their hard earned money at your establishment. The fact I am still dealing with this issue a month after checking out is not right and not something any guest should have to go through. The fact I feel like everything I have stated just seems to fall on deaf ears is truly upsetting. I have asked management numerous times to speak with someone higher up & that has yet to still happen. There were so many things that went wrong with my stay that was suppose to be special for my kids birthday but due to all the issues we had within GWL it truly was anything but special. 
  

  My family & I have been celebrating my kids birthday at your establishment since it opened back in 2019 due to the fact my kids love going here. However, after this experience I cant see me ever stepping foot back in there again in fear of being overcharged, charged for things I didnt purchase, broken promises by management and all around a bad experience.

  I have never complained about my experience before at GWL until this most recent trip. However, after this trip and everything I have went through and am still going through I would think issuing me a full refund for everything Ive went through could be the least your establishment could do to keep a loyal customer. 

   

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

  Business response

  01/09/2025

  Thank you for your response. I do apologize for all the inconvenience caused! Our support team has been contacted and they will follow up with the guest as per the full refund. Thank you for your understanding.

*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. ↩