Complaints

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

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• 

  Great Wolf Lodge

  PO Box 50 Wisc Dells, WI 53965-0050

• 

  Great Wolf Lodge

  3575 N Us 31 S Traverse City, MI 49684-4500

• 

  Great Wolf Lodge

  1 Great Wolf Dr Scotrun, PA 18355-9000

• 

  Great Wolf Resorts, Inc.

  4600 Milan Rd Sandusky, OH 44870

• 

  Great Wolf Lodge

  10401 Cabela Dr Kansas City, KS 66111

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:07/28/2025

  Type:Service or Repair 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.

  We have been trying to cancel our reservation and change it for a week now. We called the hotel directly and the corporate offoce customer service line and no response. We have called daily, sent ******** messages, and wrote on their ******** page. Now I am out of my deposit I put down because I couldn't cancel/change my reservation in time.

  Business Response

  Date: 07/29/2025

  Dear ***** **********,
  
  Thank you for reaching out to the Great Wolf Lodge ************************
  
  Were happy to inform you that a refund of $230.28 has been issued on 7/29/25 for each reservation. We have sent you both copies of your cancelation email reflecting this information for your records. Please note that the refund may take 7-10 business days to reflect in your account, depending on your financial institution. We sincerely apologize for any inconvenience this may have caused during this time. 
  
  If you have any further questions or require additional assistance, please reply to this email, and we will be happy to assist you!
  
  We truly appreciate your patience and understanding throughout this process. Thank you for allowing us to be part of your familys memories!
  
  Wishing you a howlin good day!
  
  Howls!
  **** S
  Guest Communications Specialist
  Great Wolf Lodge - ***********************

  Customer Answer

  Date: 07/29/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** **********
  

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The GWL website stated from the dates of Sept 5-7, enjoy 50% off your stay, plus free breakfast and free festival tickets. Using code ***** when booking. The code did not work. When calling they could also not honor this adverisement. They are saying that ad a whole, if you include the breakfast and tickets you would save 50% as a whole. That is not what is advertised.

  Business Response

  Date: 07/18/2025

  Dear ***** ****,

  Thank you for reaching out to Great Wolf Resort. We have received your concern submitted to the BBB and apologize for any frustration this may have caused.

  Case Number:  02292167
  Date Created:  7/18/2025 

  We understand there was some misunderstanding regarding the ***** promotion, and we apologize for not explaining it more clearly.

  Please note that our rates are subject to change based on availability. For September 5-7, 2025, the Family Suite is available at a rate of $1053.14, inclusive of all taxes and fees, without any promotional code. As an example of rate, our King ***** Suite is available for $1053.14 from September *****, 2025, also without a promo code.

  The ***** promotional code offers significant added value for your stay from September 5-7, 2025. While the room rate for the Family Suite remains $1053.14, using the ***** code at this price includes both breakfast and festival tickets. This means you wouldn't need to purchase separate festival tickets (which are an additional $159 CAD for general admission per person or $329 CAD for VIP per person) or breakfast. Essentially, for the same $1053.14, you receive an enhanced package. (Think of it this way: festival tickets usually cost extra and you'd have to buy breakfast too. But with *****, you get all that extra stuff for the same price as just the room!)
  
  This is why you're seeing the same price. If you are ready to lock in this sweet deal and make those September 5-7 plans epic? Just let us know, and we'll help you get it booked!

  Should you have any additional questions or require further clarification, please feel free to reply to this email. We appreciate your patience and understanding as we work towards a resolution.
  Thank you for being a valued guest. We look forward to the opportunity to restore your trust in us.

   
  Howls!
  ******* Gentle
  Guest Communications Specialist
  Great Wolf Lodge - Customer Contact Center
  

  
  

• Initial Complaint

  Date:07/11/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I feel that Great **** Lodge in ************* is being misleading with their online pricing. When you book a large message pops up that says No HIDDEN RESORT FEES. When you reach the payment, in very small print at the bottom, which is deliberately done in a way to make it unnoticeable (below the credit card information, and payment information) it mentions a 19 dollar self parking fee. To me this is an additional Resort Fee, which I find unfair to consumers. If this is the case, it should just be added to the total price, so the full rate is seen at payment. Instead they collect this 19 dollars a day parking fee, when you arrive. In my opinion, and I understand I could be wrong, is that this is an additional resort fee. This is something that can bee seen if you go through the online booking process. The website address is: ****************************************************** Once on site click on VIEW DETALS below the 40 percent off logo. Then add some dates, and hit book now. A pop up will come on the screen that says No HIDDEN RESORT FEES. Proceed to book, and below the final payment info. you will see the small print parking fee. If you believe this is unfair, then I would seek a billing adjustment on my upcoming 3 night stay (see Special Note below), or an immediate end to what I believe an unfair process to the consumer. And if you judge this to be a fair process, that is not misleading to the consumer, I will understand you expert advice, and pay what I believe the hidden resort fee. I don't want the business upset with me, I just want things to be fair. My kids are really looking forward to this trip. ** SPECIAL NOTE: My stay at Great Wolf Lodge is July 22nd to 25th. I have not stayed there yet, and therefore have not payed the 19 dollar fee a night, yet. My Postal Code is P6A 6J8, not *****, the website wouldn't allow me to put in my postal code. Thanks for your advice,Mattias

  Business Response

  Date: 07/11/2025

  Dear ******* *****,
  
  Thank you for reaching out to Great Wolf Resorts. We have received your concern submitted to the BBB and apologize for any confusion this may have caused.
  
  Case Number:  02289111 
  Date Created:  7/11/2025 
  
  Thank you again for reaching out and sharing your concerns about the self-parking fee at our Great Wolf Lodge in *************. We truly appreciate you taking the time to explain your perspective and show us the booking process from your point of view. We understand completely why you feel this way, especially with the "No Hidden Resort Fees" message.
  
  To clarify, the "No Hidden Resort Fees" message refers specifically to those common, mandatory daily charges for amenities like Wi-Fi or water park access that many hotels add on top of the room rate. At Great Wolf Lodge, these types of amenities are included in your stay, so you won't see those extra daily fees.
  
  The self-parking fee is a separate charge that helps us manage and maintain our parking facilities for all our guests. We do our best to disclose all applicable fees, including parking, before the final booking confirmation to ensure transparency. While we acknowledge your feedback regarding its placement and size on the payment page, it is listed there prior to completing your reservation.
  
  We truly value your business and want your family's trip to be everything you're hoping for. We understand this fee might not be what you expected, but it is a necessary charge for our operations.
  
  We're so excited for your kids to enjoy their trip and create lasting memories with us. We look forward to welcoming you and your family to Great Wolf Lodge Traverse City very soon!
  
  
  Howls!
  Britany *************************************************************************************************

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged a 200$ deposit that has not been returned, which now is a month later. There are also 402$ worth of charges we did not make. I keep calling and getting no where!

  Business Response

  Date: 07/08/2025

  Dear, ****** ****

  
  Thank you for reaching out and allowing us the opportunity to review the details of your recent visit to Great Wolf Lodge. We appreciate your patience as we carefully examined your account and all related charges to ensure accuracy.

  
  We understand that you initially believed your on-site charges totaled $402. Upon a thorough review of your folio, we were able to confirm that the total amount of on-site purchases added up to $530.52. This included food, beverage, and arcade purchases made during your stay, itemized as follows:
  06/11/25 Buckets Lunch $19.25
  06/11/25 Timbers Lunch $21.38
  06/11/25 Buckets Lunch $43.85
  06/11/25 ***** End Creamery Dinner $5.34
  06/11/25 Snack Bar 2 Dinner (Beer) $8.56
  06/11/25 Pizza Shop Dinner $23.53
  06/12/25 Buckets Lunch $43.85
  06/12/25 Snack Bar 2 Lunch (Alcohol) $27.82
  06/12/25 The Yards Lunch $55.82
  06/12/25 Barnwood Lunch (Alcohol) $20.26
  06/12/25 Arcade $80.00
  06/12/25 Outpost Bar Dinner (Alcohol) $16.05
  06/12/25 Snack Bar 2 Dinner (Beer) $17.66
  06/12/25 Buckets Dinner $10.69
  06/12/25 Barnwood Dinner $120.36
  06/12/25 Outpost Bar Dinner (Alcohol) $16.05

  
  In addition to these on-site charges, wed like to clarify the following financial summary related to your stay:
  Lodging Total: $388.35
  Parking Fees: $38.00 ($19 per day on 6/11 and 6/12)
  Adventure Pass: $149.99 + $10.50 tax = $160.49
  Total Non-room Charges Applied: $530.52 (inclusive of the above)

  
  Your reservation was prepaid via Affirm on 5/27/25 with a deposit of $1,143.90 (Loan ID: **********. From this total:
  $755.55 was applied toward your on-site purchases, parking, and Adventure Pass. A refund of $26.59 was issued, representing the remaining balance from your Affirm deposit after all other charges were covered.

  
  This results in $1,117.31 posted to your folio (i.e., $1,143.90 minus $26.59 refund). Additionally, wed like to confirm that your $200 incidental hold was released. This included the $26.59 refund, and the remaining $173.41 has also been released back to your card. As this was a temporary authorization and not a direct charge, it may not appear as a positive transaction, but rather as a release of funds by your bank. If the release is not reflected in your account within 10 business days, we recommend following up with your financial institution for further assistance.

  
  We truly apologize for any confusion or inconvenience caused throughout this process. A copy of your full guest folio has been sent to your email for your records.

  
  Should you have any further questions or require additional assistance, please dont hesitate to reach out. We appreciate your business and hope to welcome you again under more seamless circumstances in the future.

   

  Howls!
  **** S
  ******************** Specialist
  Great Wolf Lodge - Customer Contact Center

  Customer Answer

  Date: 07/08/2025

  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.
  
  Again, we did not eat at your barnwood resturant at all, we should not have been charged for that, nor did we go to the arcade! Second, you absolutely have not released my 200$ authorization hold it's still pending as of today. As I stated there were erroneous charges that you are ignoring. We never stepped foot in your arcade or barnwood resturant. We would appreciate those charges taken off, and immediately releasing our 200$ hold. I have added screenshots that I took today showing the hold still pending! I contacted the institution and they have clearly stated you have to release the hold! 
  Regards,
  
  ****** ****

  Business Response

  Date: 07/13/2025

  Dear, ****** ****

  
  Thank you for allowing us the opportunity to investigate the charges associated with your recent stay. We take these matters seriously and have carefully reviewed all available records to ensure an accurate and fair resolution.

  
  Following a thorough examination, our team has confirmed that the reservation owner (male) was present at the time of check-in along with three additional guestsa woman and two teenage children. Based on visual confirmation and transaction records:
  The woman guest who arrived with the reservation owner was identified as the purchaser at both the Arcade ($80.00) and Barnwood Bar ($20.26).
  The teenage children who were part of the check-in party were recorded as the purchasers at the Barnwood Restaurant.

  
  Please note that all charges were made using the room-linked wristbands, which serve as authorized payment devices during the stay. Verbal consent for this access is given by the reservation owner at the time of check-in, thereby extending room charge privileges to all listed guests. Accordingly, the charges are valid and will not be refunded.

  
  Regarding the $200 incidental hold, we have completed a manual release of these funds through Great Wolf Lodge systems. This release includes:
  A processed refund of $26.59
  The remaining $173.41 of the temporary hold also returned to your card.

  
  As this hold was an authorization rather than a direct charge, it may not appear as a credited transaction but instead as a release of funds. Please be aware that some financial institutions may take up to 10 business days to reflect this change. If you do not see the released amount within that time frame, we recommend contacting your bank for further clarification.

  
  We appreciate your understanding and patience throughout this process. Should you have any additional questions or require further assistance, we remain available and committed to supporting you.
  
  Howls!
   **** S
  Guest Communications Specialist
  Great Wolf Lodge - Customer Contact Center

• Initial Complaint

  Date:07/07/2025

  Type:Customer Service 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.

  We had a reservation fully prepaid at Great Wolf Lodge. Upon arrival we were informed of a non-disclosed charge of $19 dollars per day for parking. We would like for Great Wolf Lodge to stop this false advertising.

  Business Response

  Date: 07/08/2025

  Dear, ******* ******

  Thank you for taking the time to share your concerns with us regarding your recent stay at Great Wolf Lodge. We truly value your feedback and appreciate the opportunity to address this matter directly with you.

  
  We're sorry to hear about the surprise regarding our daily parking fee. We completely understand how unexpected charges can lead to frustration, especially when youve taken the time to carefully plan and prepay for your stay.

  
  While information about the parking fee is included in the Terms & Conditions linked within the confirmation email, we understand that it may not have been prominently displayed. Specifically, at the time of your reservation, the parking fee was listed under the Birthday Parties Booking Policy section, which we recognize may not have been immediately relevant to your reservation or easily noticed. We sincerely apologize for any confusion or inconvenience this caused.

  
  Your feedback is incredibly important to us, and we are reviewing how this information is presented in order to make future communications clearer and more accessible to all guests.

  Howls!
  **** S
  ******************** Specialist
  Great Wolf Lodge - Customer Contact Center

  Customer Answer

  Date: 07/08/2025

  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.
  
  [Please type your response here.] This information should be conveyed in the itemized list of the total cost of the vacation when booked just like all other expenses. So there are no surprises. Not in some language that is listed in your commonly asked questions.   
  
  Regards,
  
  ******* ******

  Business Response

  Date: 07/10/2025

  Dear, ******* ******

  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience or confusion surrounding the parking fee associated with your recent stay at Great Wolf Lodge.

  
  We fully understand and appreciate your perspectivethat pricing details should be presented in a clear and transparent manner within the itemized total cost at the time of booking, rather than being referenced only in our Frequently Asked Questions. Your feedback is valuable, and we agree that unexpected charges can detract from the overall guest experience, especially when planning a special getaway.

  
  Please note that when booking online, the parking fee is visible on the payment details page during the checkout process. That said, we recognize that this may not have been sufficiently noticeable or intuitive, and we truly regret that it led to any frustration.

  
  As a gesture of goodwill and in recognition of the inconvenience you experienced, we have issued a one-time courtesy refund for the parking fee of $38. This transaction was processed on July 10, 2025, and should be reflected in your original form of payment within 710 business days.

  
  We have also emailed you a copy of your updated folio for your reference. Should you have any additional questions, need further assistance, or wish to discuss your experience in more detail, please dont hesitate to reach out. We are here to support you and ensure that future visits are as seamless and enjoyable as possible.

  
  Once again, we extend our sincerest apologies and appreciate your understanding.
  
  Howls!
  **** S
  ******************** Specialist
  Great Wolf Lodge - Customer Contact Center

  Customer Answer

  Date: 07/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been charged twice for one room. I have tried to resolve this issue with them, but they refuse to refund me $214.33 even though they said they would. In the itemized form, there are 2 charges for a room. One being the actual amount of $191 and the other for $214. The one that should have been refunded was the $214 being that it was a reservation not the actual rate of the room. When I was there, a receptionist named ******* told me that the $214 would be refunded to me on my original form of payment, yet it was never refunded.

  Business Response

  Date: 07/05/2025

  Dear ****** *****,

  Thank you for choosing Great Wolf Lodge. We have received your complaint submitted to the Better Business Bureau (BBB) and sincerely apologize for any inconvenience you experienced. We've created a case to address your concern:
  
  Case Number: 02285938
  Date Created: July 3, 2025

  We want to clarify that you were not charged twice. After reviewing your reservation, we can confirm that an advance deposit of $214.33 was processed on June 5, 2025, from the card ending in 9671. This payment was then posted to your invoice on June 11, 2025, to align with your reservation's start date. Please note that the "posted prices" on your invoice are for your reference to see all billed items, not necessarily the exact amounts charged at the time of posting.

  Below is a detailed breakdown of your charges:

  Your Payments Explained

  $214.33 payment covered:

  Room Rate/Packages: $191.04
  City Occupancy Tax (12%): $22.92
  CA Tourism Assessment Fee (*****%): $0.37

  $520.66 payment covered:

  Buckhorn Exchange: $42.47
  MagiQuest Retail: $89.99
  MagiQuest Retail: -$68.20 (likely a return or adjustment)
  MagiQuest Retail: $25.81
  **************************. - Sluice: $28.60
  Barnwood Dinner Food: $132.05
  Creation Station: $77.82
  Arcade: $15.00
  Wood's End Creamery Dinner Food: $8.71
  Wolf Pass - Front Desk: $69.99
  Wolf Pass Tax: $3.15
  Self Parking: $19.00
  Campfire Kitchen Breakfast Food: $76.27

  $81.74 payment covered:

  Buckhorn Exchange: $81.74
  
  We observed that the $520.66 total was successfully processed on June 12, 2025, through three separate authorization amounts of $234.61, $89.99, and $196.06. Additionally, an $81.74 authorization was successfully processed on June 12, 2025. The advance deposit of $214.33 was paid when you booked your room.
  
  If you have any further questions or require additional assistance, please reply to this email, and we will be happy to help!

  Thank you for being a valued guest. We look forward to welcoming you back for an exceptional stay.
   
  Howls!
  ******* Gentle
  Guest Communications Specialist
  Great Wolf Lodge - Customer Contact Center

  Customer Answer

  Date: 07/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  Date:07/01/2025

  Type:Delivery 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.

  Lost item was released to a person not authorized. Business refuses to help with finding who picked up the item.

  Business Response

  Date: 07/06/2025

  Dear ******* ******,
  

  We hope this message finds you well. We are writing to provide a follow-up regarding the personal item you reported missing following your recent stay with us.

  
  We are pleased to share that the item was successfully located and secured by our on-******************* Once recovered, it was promptly packaged and shipped back to you as an overnight delivery to ensure you received it as quickly as possible.

  
  Prior to shipment, our Security Supervisor reached out to confirm the appropriate delivery address and ensure that all details were accurate. We appreciate your cooperation during that process and hope that the item has since arrived in good condition.

  
  Please accept our sincere apologies for any inconvenience or concern this situation may have caused. We understand how stressful it can be when a personal item is misplaced during travel, and we want to assure you that guest safety and security remain a top priority at our lodge.

  
  Should you require any further assistance or have additional questions, please do not hesitate to reach out. Were always here to help and remain committed to providing you with a positive and worry-free experience.

  
  Thank you again for choosing Great Wolf Lodge. We hope to have the opportunity to welcome you back soon under more seamless circumstances.
  

  Howls!
  **** S
  Guest Communications Specialist
  Great Wolf Lodge - Customer Contact Center

• Initial Complaint

  Date:06/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We stayed at the Great Wolf Lodge in *****, ** in March 2025 and paid in full. Every month since then ******* **** June 2025) we have been charged an $11.15 Plan Fee. We did not sign up for any recurring fee before, during, or after our stay. I contacted the resort after the May ****************************************************************************************************** my stay folio and saying they didnt see the charges I was asking about on there so they didnt know what I was talking about. Then they closed my ticket. We were just charged the same fee again for June 2025. We cannot find contact information for corporate customer service, only ********************** specific phone numbers, which didnt solve our issue when we called previously. We intend to dispute these fees with our credit card company.

  Business Response

  Date: 07/06/2025

  Dear ****** ****, 

  Thank you for allowing us the opportunity to follow up with you. We appreciate your patience while we reviewed the details concerning the $11.15 plan fee related to your recent stay.

  
  We have confirmed that our team at the lodge reached out and spoke with you directly on July 6, 2025, regarding this matter. We truly regret any inconvenience or confusion that may have arisen surrounding the fee or its explanation, and we sincerely apologize if this caused any disruption during or after your visit.

  
  At Great Wolf Lodge, we are committed to providing a seamless and enjoyable experience for all of our guests. We understand that every detail mattersand that includes clarity in charges and communication. Please know that your concerns are important to us and have been shared with the appropriate teams to ensure we continue to improve the quality of our guest experience.

  
  Should you have any remaining questions about this charge, need additional clarification, or if there's anything else we can do to assist you further, were here to help. We would be more than happy to look into any other concerns or support your planning for a future visit.

  
  Once again, we apologize for any inconvenience and thank you for bringing this matter to our attention. Your feedback helps us grow and serve you better.

  Howls!
   **** S
  Guest Communications Specialist
  Great Wolf Lodge - Customer Contact Center

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today we drove two states away to start our four day, three night vacation with three kids under 4. Destination: Great Wolf Lodge in *********, *************. We were a day behind getting there, but accepted that we had lost out on a day of vacation. Well, turns out being a day late to your reservation means you miss out on your entire vacation. When I went to the desk to check in, I was told that since we did not check in on the first day, the reservation was canceled and the room had been sold. No contact about this from Great Wolf Lodge, even though we have been getting plenty of messages from them leading up to the trip. Also, no refund. And the hotel is sold out, so no option to pay for a room for the night and figure out the rest later. So Great Wolf Lodge has our payment for the room, and a payment from whoever is in the room tonight. Double selling rooms is straight up criminal business practice. I spared the staff from having to tell the crying children that their vacation was not happening. So now we are making the long drive back to *****, took a week off of work for nothing, sad kids, frustrated parents, and ruined vacation. We paid $581.11 for this reservation. Confirmation number ******** Reservation #KY9JTS9K9W

  Business Response

  Date: 06/25/2025

  Dear ***** ********,
  
  We are contacting you again from Great Wolf Lodge. We have received your concern submitted to the BBB and apologize for any frustration this may have caused.
  
  Upon reviewing your reservation, we noted that it was marked as a "No-Show" in our system. As per our standard cancellation policy, reservations categorized as "No-Show" are generally non-refundable, and the deposit is forfeited. For future reference, guests have until 11:59 PM on their scheduled arrival date to check in before a reservation is marked as a "No-Show." We also checked our records and were unable to find any indication that you encountered difficulties checking in on your scheduled arrival date.
  
  We understand that your reservation was originally booked through a third-party platform. As a one-time courtesy, we are pleased to approve a refund for the two nights of your stay. However, as your booking was made through a third party, the refund must be processed directly by them.
  
  While we typically require guests to contact third-party booking agents directly for refunds, we have already taken the proactive step of sending an email to Groupon approving a refund for your two-night stay. To help expedite the process, we strongly recommend that you also reach out to Groupon directly to finalize your refund.
  
  We hope this resolution addresses your concern, and we wish you all the best.
  
  Have a great wolf day!
  
  
  Howls,
  ******* *.

  Customer Answer

  Date: 06/26/2025

  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 would appreciate if the full refund that ******* already approved could go through. The hotel did not notify us that they cancelled our reservation, so we spent a whole date travelling with 3 children under 4 years old to be turned away. We wasted gas, a petsitter, a farm sitter, and precious time getting there, when they should have notified that they sold our room the night before.

  Groupon had already approved the full refund, so please send that through.

  Best,

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

  
  

  Thank you.
  
  Regards,
  
  ***** ********

  Customer Answer

  Date: 06/27/2025

  ******* had sent me an email approving a Full refund (all 3 nights), but after Great Wolf Lodge messaged them, groupon switched my refund to the amount for two nights instead. I would appreciate if they would just let groupon send through the original refund they had agreed to. I guess I am going to just have to wait to see which refund they actually send through. 

  Business Response

  Date: 07/01/2025

  Dear ***** ********,
  
  Thank you for reaching out to Great Wolf Lodge. We've received your concern submitted to the BBB and apologize for any frustration this may have caused.
  
  Case Number: 02283977 
  Date Created: June 30, 2025
  
  We understand your reservation was booked through a third party, which means it's generally subject to their specific change and cancellation policy. Please note that no-show reservations are typically non-refundable.
  
  Our records show your reservation was marked as a "no-show," and we didn't find any indication in our system that you had trouble checking in on your arrival date.
  
  However, as a one-time courtesy due to the experience you had, we are happy to approve a refund for two nights of your stay.
  
  While guests usually need to contact their third-party booking agent directly for refunds, we've gone ahead and emailed Groupon to approve this two-night refund for you, aiming to help expedite the process. Based on our records, Great Wolf Lodge will not be approving a refund for the first night.
  
  If you have any further questions or require additional assistance, please reply to this email. We're happy to help!
  
  Howls! 
  Britany *******************************************************************************************************

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of unauthorized transaction 6/13/2025 Hello, I made a reservation with great wolf lodge customer service over the phone on 6/13/2025 for 4 half day passes for 6/13/2025. I was instructed to purchase a gift card for the passes plus parking totaling $340 and provide that number to staff as they were unable to accept credit card by phone. I purchased a gift card and my reservation was processed(99763027 ). Additionally, the reservation team required me to provide my credit card in case of incidentals. Upon arrival to the location, we confirmed that the passes were paid by gift card and that email was provided. The front desk clerk then told us we needed to add another card on file for incidentals. They then charged me $320 without my consent. I called customer service on 6/14 to file incident and request a refund. A case was opened and I was told my issue would be resolved by 6/17. I was still not contacted back so I reached out again on 6/18 and was told by reservations that my case would be resolved by 6/19. It was not. On 6/22 I received a generic email from customer service with no confirmation of resolution. I called again today and was transferred to the Manteca from desk 4x and spent over an hour with customer service who were unable to get me in touch with someone at the actual location. There is no escalation process, no resolution process and no way to contact the actual facility. At this point my money has been stolen from me and I need this returned. Since the business is incapable of resolving billing issues I am trying to escalate with a team who can help me more urgently.

  Business Response

  Date: 06/25/2025

  Dear ***** ********,

  
  We are contacting you again from Great Wolf Lodge. We have received your concern submitted to the BBB, and we sincerely apologize for the frustration and inconvenience this situation has caused you, especially given the repeated attempts to resolve it.
  
  Case Number: 02281405
  Date Created: 6/24/2025
  Reason: Billing - Disputes
  
  We understand your concern about the $320 charge on your credit card on June 13, 2025, after you had already paid for your half-day passes and parking with a gift card.
  
  We're happy to confirm that a refund of $320.00 was processed today, June 25, 2025, for the unauthorized charge on your account. Please allow 7-10 business days for this refund to reflect in your bank statement.
  
  We sincerely apologize for the inconvenience and frustration you experienced with this billing issue. We appreciate your patience as we worked to resolve this for you.
  
  If you have any further questions or require additional assistance, please reply to this email, and we will be happy to assist you!
  
  Thank you for choosing Great Wolf Lodge. We hope to welcome you and your family back in the future for a smoother and more enjoyable experience.

  
  
  Howls!
  Britany ************************************ Specialist
  Great Wolf Lodge - Customer Contact Center