10 Common Customer Complaints About Great Wolf Lodge Resorts

The first Great Wolf Lodge opened in 1997 in the Wisconsin Dells, a Midwest gem known as the water park capital of the world. Over the decades, the brand has expanded, and it now has 22 locations in the United States and one in Canada. For many families, Great Wolf Lodge has become a favorite destination for weekend getaways and special occasions like birthdays. With indoor water slides and Northwoods-themed suites, plus an entire cast of woodland characters available for meet-and-greets, the resorts offer plenty to keep kids entertained.

However, no resort is perfect, and Great Wolf Lodge, like any major brand, is susceptible to some recurring complaints online. Fortunately, most of these issues don't have to ruin your vacation as long as you prepare for them ahead of time. Here, we'll look at 10 common customer complaints about Great Wolf Lodge resorts and explain how you can temper your expectations in order to enjoy your time away with your loved ones during your next visit.

To compile this guide, we used official Great Wolf Lodge webpages, as well as firsthand accounts on various social media platforms, including Tripadvisor, Reddit, and Facebook. We also turned to some discussion forums, including DIS Boards and the Jeep Wrangler forums, where families sometimes talk about vacationing.

For many families, the vacation excitement starts the moment they arrive at their Great Wolf Lodge resort of choice. Unfortunately, that's also when one of this brand's most common frustrations tends to occur. Long check-in lines are an issue at these properties, especially during peak periods like long weekends and summer break. A repeat visitor at the Mashantucket, Connecticut, property noted on Facebook that check-in lines had gotten "worse and worse" over their three trips, urging the Great Wolf Lodge team to "get it together."

Another visitor at the original Wisconsin Dells property also encountered an extremely long check-in line, writing on Facebook that they don't see how the brand can "expect people with little children to wait for an hour before going into the park ... That is asking way, way too much of your guests." Fortunately, Great Wolf Lodge has introduced useful options to help speed up the check-in process. Guests can complete mobile check-in via the Great Wolf Lodge app or use self-service kiosks to secure their room keys and other essentials. Note that guests must still see a team member to finalize any add-on purchases. 

Long check-in lines are simply an unavoidable part of visiting many of America's best family vacation spots, especially at popular times of year. If you have a Great Wolf Lodge trip planned, prepare in advance to use self-service check-in options to minimize your wait time, and talk to your kids about the fact that they may potentially have to wait a while before enjoying the resort. Activities like tablets and coloring books can keep little ones busy until it's your turn to check in!

While water slides are common in hotel pools across Canada, they're more of a rarity in the United States. Thus, the fact that all Great Wolf Lodge locations feature slides in their indoor water parks makes them all the more appealing and, unfortunately for some guests, all the more crowded. While Great Wolf Lodge properties can feel crowded in general, the water park area is where overcrowding tends to be most noticeable. One Tripadvisor reviewer who visited the Perryville, Maryland, location said it "was uncomfortably crowded in my opinion."

Another person on Tripadvisor echoed these thoughts in a review about the Pocono Mountains Great Wolf Lodge in Pennsylvania. They shared that the resort allowed "way too many people into the waterpark." Yet another Tripadvisor review of the Poconos property said the water park specifically was "small and dirty and extremely crowded." The good news is that crowd levels don't have to make or break your vacation. There are several things you can do to make your experience more enjoyable, even if you're contending with lots of other guests.

First, if you have a flexible schedule, try to plan your Great Wolf Lodge visit for weekdays. This even applies in the summertime because parents are still often working during the week, although their kids are out of school. If you absolutely must go on a weekend and you have older kids, going to the water park later in the evening after little ones have returned to their rooms is another smart tactic. Additionally, temper your expectations. Great Wolf Lodge is a lively, family-focused destination, so crowds do come with the territory.

Some Great Wolf Lodge guests find themselves taken aback by how many things aren't included in their room rates. While there are some all-inclusive resorts under $250 a night, Great Wolf Lodge doesn't fall into this category. Guests can expect additional charges for popular activities like MagiQuest, dining at restaurants like Timbers Buffet, and other add-ons like refillable drink cups and experiences. While the fees for these extras are disclosed, many families are still surprised when they receive their final bills.

Several complaints relate to incidental charges, specifically for towels. In one Reddit thread about unexpected charges from Great Wolf Lodge, one commenter was irked that they were charged for the towels. Another Redditor concurred: "Considering all the money we spend the towel fee is a little annoying." On Tripadvisor, one of the same vacationers who experienced overcrowding in the Poconos also dealt with erroneous towel charges. They shared: "I only found out about the charges when checking my credit card statement. $60 for towels that we returned." At the time they left the review, Great Wolf Lodge Customer service had not rectified the situation.

Another person on Facebook was charged an additional $360 for tickets they had already paid for via Groupon. Again, in this case, Great Wolf Lodge customer service was not overly willing to assist in a resolution. As a final note regarding costs, the brand has faced class-action litigation over hidden amenity fees and resort fees that are not apparent in advertised prices. If you have plans to visit Great Wolf Lodge, ask to review your folio prior to check-out so you can immediately address any unanticipated charges.

While America's largest man-made water park isn't at a Great Wolf Lodge location, that doesn't mean kids will run out of things to do at any of the brand's resorts. After a long day of swimming, splashing, and water slides, most families are ready to go straight to bed. Unfortunately, some Great Wolf Lodge guests find that it's difficult to actually relax in their rooms due to poor soundproofing. One parent who stayed at the Sandusky, Ohio location said on Tripadvisor that their rooms were fine, "but they are LOUD! You can either hear your neighbors or the music from the lobby."

Another Tripadvisor reviewer had a not-great experience at the Mason, Ohio Great Wolf Lodge. They shared that the "building is made of cheap steel construction which means the floors flex and the noise is amplified." They advised that footsteps could be heard at almost all hours, making it difficult to rest. Another guest who reviewed the Mashantucket location on Facebook said, "sound proof is horrible I could hear people talking next door and a kid screaming at 1 am."

Commenters on the thread shared tips for making noisy rooms less of a problem, including traveling with a sound machine. There are also plenty of smartphone apps that mimic white noise if you don't want to pack a separate device. As a general rule, hotel rooms on the top floor of a building away from stairwells and elevators are usually the quietest. If noise is a major concern for your party, consider putting in a room location request when you make your Great Wolf Lodge reservation.

A complaint a number of people seem to have about Great Wolf Lodge is that there are often lengthy waits for popular activities. This makes sense, because nearly everyone who comes to these properties is there with small children who want to do similar things at similar times of day. Water parks and buffets, for example, are both very popular among families, and both appear to have lengthy queues, especially early in the day. One Facebook user shared that, especially on weekends and holidays, "people line up way before" the water park even opens for the day at Mashantucket.

Another person on Tripadvisor experienced lengthy queues for food at the Mashantucket location, as well. They shared that mornings resulted in "a long wait at the buffet or a 20-minute line at Dunkin'." The complaints are not exclusive to the Connecticut property, however. A different traveler on Tripadvisor dealt with "disappointing wait times," sometimes nearing an hour, for water slides in Mason, Ohio.

It's also important to be aware that Great Wolf Lodge does not offer a skip the line option like Disney Parks' Lightning Lane pass, nor does it have extended water park hours like its competitor, Kalahari. Before your trip, talk to your children about the fact that they may have to wait in line for certain attractions and activities. If you manage your little ones' expectations ahead of time, you're likely to have a much less stressful experience at Great Wolf Lodge.

Guests at various Great Wolf Lodge locations mention that the brand's dining costs are higher than they expected, especially given the overall quality of the food. One Tripadvisor traveler who stayed at the Perryville resort warned other travelers to avoid dining onsite, saying that after paying upwards of $60 for chicken nuggets and French fries, the "food was so bad we could barely eat it." Another Tripadvisor visitor who went to the Pocono Mountains property said her "husband left his food untouched" after their first dinner. And, at breakfast the following morning, the couple's meal was so bad they "returned it and I am still waiting for my refund."

Some visitors are also upset by the resort's dining plan. A Reddit user writing about the Grapevine, Texas location referred to it as a "ripoff" and noted there are "tons of restaurants in the general area that provide much better value." At the time of publication, the base dining plan at Great Wolf Lodge costs $39.99 per person per day. As you can imagine, the cost can quickly add up for a family of four or more. One Tripadvisor reviewer said they "can't imagine the cost for a large family. $12 for a plain burger, no fries?"

The best ways to save money on food at Great Wolf Lodge are to dine offsite, as the Perryville visitor and others online have suggested, or to bring your own food. If you pack items from home, be aware that you won't be able to take outside food or drink into the resort's water park. Instead, you'll have to return to your guest room if you or your children want snacks.

The indoor water park space at all Great Wolf Lodge locations is undeniably the main attraction for families. As one might expect, the concept of supply-and-demand comes into play here. Because nearly every family staying at Great Wolf Lodge at any given time wants to enjoy the waterpark, seating is naturally at a premium because there aren't unlimited seats.  

Guests often report having trouble finding lounge chairs for their entire travel group, especially during peak periods like weekends and holidays. One visitor who went to the Perryville property shared on Tripadvisor that they dealt with the "worst crowds I've ever seen." In fact, the reviewer said the water park "was so insanely busy that after futilely walking around a little bit" they simply went elsewhere. A Yelp guest had a similar experience at the Manteca, California resort, writing, "If you don't reserve a cabana (which costs $350 per day), you may not get a place to sit." 

The problem persists at the Great Wolf Lodge in Garden Grove, California, where another Tripadvisor reviewer "found no seating in the water park and was told they were almost at capacity." If you're determined to find lounge chairs, the best plan is to arrive before the water park even opens so you'll have a good chance of snagging seats. If you go later in the day to find the water park area full, consider waiting until around dinnertime when many families are likely to clear out. Be aware that water park hours change seasonally, so check the Great Wolf Lodge app during your stay for the most up-to-date information.

A fairly frequent complaint about Great Wolf Lodge is that guest rooms aren't always ready at the advertised check-in time. Bear in mind that this is different from getting to the hotel early on a wing and a prayer, hoping for early access to one's room; these are situations in which families arrive at the resort at the scheduled check-in time, but are still told they have to wait. One person who went to the LaGrange, Georgia, property shared on Tripadvisor that they had a "terrible experience." They checked in at the resort's advertised 4 o'clock check-in, yet more than three hours later, still did not have a room.

Another traveler had a similar experience at the Webster, Texas, resort. One Facebook commenter shared that this unfortunate experience is "normal during a weekend but should not be the norm and you should be compensated." Another person on Tripadvisor became frustrated about a situation that occurred at the Great Wolf Lodge in Fitchburg, Massachusetts. After being explicitly told that their room would be ready at noon, they did not actually gain access until nearly two hours later.

Bear in mind that backups do happen at almost all hotels from time to time. However, since this is a known issue at Great Wolf Lodge, the best thing you can do is be flexible. Generally, guests are able to access the water park area whenever they arrive on their first day, even though check-in isn't officially until 4 p.m. Packing your family's swimsuits, medications, and any other essentials in an easy-access bag or backpack will make it simple for you to start enjoying the amenities until your room is ready.

Although Great Wolf Lodge asserts that their water parks are kept at a balmy 84 degrees Fahrenheit year-round, not every guest agrees that this is actually the case. In fact, some visitors openly complain that the water at the brand's resorts feels noticeably chilly. On Tripadvisor, there are multiple reviews pertaining to the water temperature at various Great Wolf Lodge locations. One reviewer shared that the water at the Concord, North Carolina, location was so cold that "my kids had chattering teeth and I noticed a lot of other kids looked really cold too."

Another person on Tripadvisor shared that they find the water at the Colorado Springs, Colorado location to be "much lower than other indoor type pools." Seemingly on the flipside, other people find that Great Wolf Lodge is almost shockingly humid. Multiple people on a Tripadvisor thread found the Concord location to be "sweltering" and "super uncomfortable."

While it may seem counterintuitive at first, both of these complaints can be simultaneously true. The air in the water park area can be overly humid and the water temperature itself too cold. In fact, one issue may even exacerbate the other. The clammier the air is, the colder the water is likely to feel. Anyone who suffers from cold urticaria or another medical condition that could be impacted by chilly water should be particularly aware of the water temperature and take precautionary measures if necessary.

Great Wolf Lodge is intended to be exciting, energetic, and filled to the brim with activities for kids. Between the indoor water park, the arcade, MagiQuest, dance parties, character appearances, restaurant sounds, and constant background noise, there's rarely a truly quiet moment here. This is exactly what appeals to many parents of young kids who need a lot of stimulation to prevent boredom. It also means it can be extremely overstimulating for those who don't do well with a lot going on all at once.

One Redditor who didn't specify which resort they stayed at noted that "noise levels in the water areas are intense. I'm struggling. My kids are struggling." They went on to detail the din that seems to constantly exist at all Great Wolf Lodge locations, summing it up as "radio plus the constant hum of the air and pool heaters plus the people noises plus the random screams." Another person on the Jeep Wrangler forums described their experience at the Washington State property as "mind-numbing" due to the 24/7 intensity.

There are several things you can do if you find your child (or yourself!) overstimulated while staying at Great Wolf Lodge. First, prepare ahead of time by purchasing noise-canceling sensory headphones or earplugs. And, if someone in your party begins melting down, don't be afraid to take a breather back in your room. If you are still concerned about the impact a Great Wolf Lodge property may have on children with autism or sensory processing challenges, check out our list of autism-certified resorts for neurodiverse travelers.