Grand Geneva Resort and Spa

When it comes to the Grand Geneva, I’m kind of torn. It started off controversial, but the stay was good for the most part. However, the endgame left a lot to be desired. When I tried to make the reservation, I was met with a lot of friction with the representative. I was trying to explain to her that it was for a special occasion, but she was very rude and disrespectful. As a result, I decided to disconnect the call and talk to the front desk manager at the time: Kenzie. She was so nice and was able to get our reservation sorted. For that, we are very thankful and appreciative for everything!! She has our vote for coming back (if we ever do)! We went through our reservation and, for the most part, everything seemed fine! Only issues were with minor including maintenance stuff with the TV and the screen door (see pics). The other was the issue with our breakfast the next morning. Again, it was minor issues (fruit and sauces should’ve been on the side, etc). However, in both room maintenance and morning breakfast cases, both Roxanne + Chrys and John + Mark were polite and professional, respectively. All that said, there was still the matter of the price adjustment for my breakfast being wrong. Unfortunately, this is where the entire stay goes bad. Moments before checkout, I called Room Service to explain to John that my order was wrong. He was apologetic and explained that the breakfast would be removed. I mentioned this to the front desk representative named Will who was very nonchalant and seemingly didn’t really check to see if the breakfast was removed. I didn’t realize it wasn’t until I was at home. I was enamored with the hotel, the services, and the problem solving by Kenzie, Roxanne and Chrys but not with Room Service and the Front Desk. As a result, I left a positive, but honest review. Thankfully, one of the top managers reached out to me. Her name was Barbara Tyler. I was thrilled because I was thinking the situation would be remedied and I would stay there again!! Sadly, the situation gets worse… I would go on to both EMAIL AND CALL Barbara several times and never hear back! It was not until I mentioned it was the last time I was going to call that I finally heard back. Both her boss and herself promised me a “complimentary stay”, but I never received it. More importantly, because I was never able to both get ahold of them or retrieve that “complimentary stay” I was supposed to receive, we were never able to get a second reservation for an important stay. On top of all that, as of today, that “complimentary stay” has never arrived at my doorstep. As a result, I cannot fully recommend Grand Geneva as a destination for luxury travelers and tourists alike. They clearly have a lot of areas of improvement that need to be explored and need to be met.

We wanted a long, relaxing weekend in a deluxe resort and Grand Geneva Resort fit the bill perfectly! Our king suite was roomy, clean and very comfortable. We enjoyed our meals in the various onsite restaurants, played pickle ball to our hearts’ content on the indoor courts, listened to excellent jazz piano in the lobby, enjoyed strolling around the grounds and even capped our weekend by watching fireworks on the lawn Sunday night. But the standout feature was the excellent customer service. In an era where customer service is often lacking, or mediocre at best, the Grand Geneva Resort staff was always very friendly and helpful in every area of the resort. They deserve high praise for a job well done!

The property was Absolutely Gorgeous,.. The pool was small given the size, .. Really cramped, .. Food at the Chophouse was barely good, .. 1st day, 2nd day we had takeout and the order was completely wrong the steak was beyond well-done when we asked for medium-rare, they gave us the wrong sides, and there was a strong vinegar taste! Terrible food -I called the hotel -They took my name, address, and phone number but two days have passed and I haven't heard anything yet, ...???.. The room we thought we reserved wasn't at all as described, .. We found ourselves over-Looking the top of there roof - no water view! I initially was impressed at check-in with acknowledgment of my wife's birthday but that's kinda where it ended! 3 out of 10 Stars