ComplaintsforGreat Wolf Lodge
Resort
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Complaint Details
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Initial Complaint
10/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On October 5th I checked into the resort for a one night stay. I alerted the lady I paid through Groupon, she said okay and showed me the different packages for my kids to be able to play unlimited. I chose the adventure package. My card was swiped for that and that only. Everything was great so i thought, we played the activities. Went to the arcade later that night( not included) but we used cash for a card. I never swiped my card again after checkout. I checked out the next day prior to the 11am checkout time and then I got an invoice saying I owed 430$. 175 for the adventure package and 244 for eating at a restaurant. I called the resort immediately and the guy assured me if I didnt eat there it would fall off. I received another invoice later that night. Same thing. I called back to open a case. The next day my account was charged those fees after already being charged 175 again. My room was paid for in full when I arrived. We had dominos for dinner that night, its no way we ate at the restaurant. Its fraud and theft. Im being told they are investigating, its been a couple of days no answer, no resolution. I have two different case numbers and still nobody has reached out. Literally cameras everywhere in that place, how can this mistake happen? I want my money and answersInitial Complaint
10/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have reservations at the Great Wolf Poconos locations 10/14.I have been trying to get answers from GW for weeks. I feel that they are stringing me along so that I am forced to spend money. Poor customer service needs to be addressed. I was seeking information on the height requirements for the water park and cancelation policies. I haven't been able to personally cancel my reservations since the poor customer service added two people to my reservation and inflated the costs even though she said that wouldn't happen.Exhibit 1:9/26 I completed the contact form on the website. I was seeking insight on the cancelation policy and the kids height requirements. Since booking, my little guy has gotten more adventurous and I was afraid he wouldnt be able to ride the big rides.9/29 I still had not heard from GW. Exhibit 2:9/29 I messaged with the chat feature on the website. Stating that my kid is *********************************************************************************** all attractions once they are accompanied by an adult Followed by Cancelation fees apply once you are more that 24 hours after bookingExhibit 2B From the website: Guests between 42 and 48 inches tall must be accompanied by a supervising companion SO if my kid is 38 inches, what the chat *** is staying is false. This reads as though if he is under 42, he can't ride the ride. The same goes with the cancelation policy.Exhibit 3 I emailed customer service 10/1 and messaged on ******** on 10/2. ******** did not ***ly until 10/5. Email ***lied on 10/3 to which I ***lied too, because they asked questions, and here we are on 10/7 and they havent ***********, due to slow and confusing customer service, I will be on the hook for higher cancelation fees. At this point, I am so frustrated and confused that I dont want to go at all. I thought this was a little kids water park - my 4 year old isn't tall enough for most of the rides.Initial Complaint
10/07/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Before full this I contact the resort in Instagram and they said that I'm going to receive a call from the resort , I'm waiting for that call since May The check in was smoth and easy, once we got into our room we notice a strong bad odor in one of the room (we got a 2 rooms suite) we call front desk and they said they are going to send someone asap since we was not sure if that was gas smell , we want to go to the waterpark but need to stay in the room till someone come , after long time I went to get a person that was cleaning other rooms to se if she can tell what it is , she said is from the air conditioning so I call again front desk and they said someone is going to come , now we can smell from both rooms , we was waiting for almost a hour and 3 calls till someone come ...-we wait for almost 2 hours the lady said that she can clean with bleach to see if the smell go away but one of the kids is allergic to bleach so was not a option .they send tech and he confirm that was the air conditioner And we need to change room , I went down stairs but they said we will get a new room but there was not room available so we need to wait till is available and then change room , we have all our stuff in the old room , when we finally get a new room we have to leave the water park and go to the lobby to get a new key and change all our stuff , they don't even want to give the new key they want all us (8) to go to the front desk and give the old key to give the new one ( wristband) we suppose to be enjoying the water park not dealing with the room problem .There is no way that no one smell the room before we get in , you can smell from the outside of the room , the carpets was nasty in both of the room , the floor of the bathroom has stain all over. We visit the hotel before but now the hotel is going down hill , no one checking bag before the water park entry , people eating food and trash all over.We spend almost $800 for one night and we expect something betterInitial Complaint
10/07/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I went to this suppose to great family resort and had the worst stay ever first off the arrive after 4p.m and room was not ready had to wait 40- to an hour before it was ready, then for this to be a new resort opened literally a week prior to my stay, my linen was dingy and the eateries inside was not prepared to serve customers waiting almost an hour at Dunkin and my order still wasnt correct, then someone got stuck in the elevator so now none of them was working but one with lines of people trying to get to there room, then the resort lost power and it was very hot for 3-4 hours, I have called and spoke with management at the resort with no resolution,,, I just want a refund for my stay and then my card was charged 63 Im no one can tell me what these charges are, terrible customer service and ********************** that open to soon and was not preparedInitial Complaint
10/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On September 27th, My boyfriend and I went to the great wolf lodge. We have not been there before. Do you know how hard it is to get anyone to speak with you about your reservation? they do not speak english, you cannot get a manager etc. so we went. my boyfriend and i are both bigger people and we are adults. we wanted to use the water slides. I felt attacked when they were asking us about our weights and basically they told us we cannot do the slides because of our weight. NOBODY ever mentioned this before. I basically paid 333 dollars to ONLY be able to use the wave pool. We are adults. this is NOT okayInitial Complaint
10/01/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Date of transaction: 9/29 10:22pm PST Hello, I made this reservation on the date listed above, with a hassle free 24 hour cancellation policy. I called on 9/30 at 10:00am PST to inquire about the cancellation policy and was told I had until 11:22pm PST on 9/30 to cancel, great I still had time to decide if I should proceed with my reservation as my child and I were coming down with a cold. We took Covid tests and tested positive, and so I attempted to cancel at 9:01pm PST via their phone customer service and the automated response system advised me that their offices were closed. Great, I couldve been told this and not that I had until 11:22pm to cancel. I attempted to cancel via their app, and there was no option available. So then I attempted to cancel my reservation via their online portal, created an account and selected modify reservation and a notice states that my reservation is not eligible to cancel online even before the cancellation window. I expect to experience some issues with obtaining a full refund when I call tomorrow morning, however their system is not making it possible for me to cancel within 24 hours, as guaranteed in their fine print.Initial Complaint
09/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In the sunmer I booked a reservation for June of 2025. Today, I went on the website to try to modify that reservation and it was telling me I had no reservation. I called the customer service number. They asked me to email them a copy of the reservation, which I did. They then told me I did not have a reservation that I needed to speak to another department after thirty minutes on the phone I was told I have no reservation.Maybe I should just try my callback tomorrow. I would like to know what happened to my paid reservation. I would like this fixed.Initial Complaint
09/25/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Date: checked in 8/8/24 and checked out 8/10/24.Amount owed to me: $81.14 My family and I (4 people total) went to the lodge for the first time ever in August. We had a great time and truly enjoyed the place. I was looking forward to taking my family back but this whole ordeal has really disappointed me. About 1 week after we left I checked an email I received which indicated my invoice overall and noticed that it indicated I had overpaid and had a credit in the amount of $81.14, in addition I noticed that I had been charged for a non-returned towel fee of $65.31 on the date of 8/11/24 which didn't make sense given we checked out on 8/10/24 and returned all towels. I contacted the lodge and after 4 phone calls and 3-4 emails to follow-up on this issue I finally received an email back on 9/4/24 indicating that they had processed my refund of $65.31 for the towels. On 9/4/24 I responded back to them indicating thanks but that they still owed me the $81.14. In total I've called them well over 6 times and emailed over 6-7 times and I have yet to received my money back. I've attached a transcript of the most recent emails in regards to the outstanding $81.14 that is owed to me of which I have been told they have expedited my request multiple times but nothing has been done. Very disappointing.Initial Complaint
09/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I made a reservation with a deposit of $715. The room was only $624. I was then charged twice for parking (an extra $15. The lodge owes me a refund of $106 that I was told I would get back. It has been almost a month with no refund and everytime I try to call customer service no one picks up the phone or they transfer me to a line that no one answers.Initial Complaint
09/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On July 13, 2024 we stayed one night at this Great Wolf Lodge location. I purchased a $50 dining credit. On July 14, 2024, I attempted to use all of the dining credit but the amounts charged were to my credit card and were not deducted from the prepaid dining credit. I reached out the customer service both by online message and phone call to try to get it straightened out and was told I would be contacted. No one ever contacted me. I would like a refund to my credit card.
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Customer Complaints Summary
434 total complaints in the last 3 years.
191 complaints closed in the last 12 months.