Grand Geneva Resort & Spa

We just finished enjoying the “Breakfast w/ Santa” experience at the Grand Geneva. Yes, it’s a bit expensive, but worth it. Santa & Ms. Claus were the best I’ve ever seen. The kids go & talk to them whenever they wanted & staff was more than happy to take pictures. The ballroom was decorated for christmas, they played xmas music, the buffet had lots of food choices, free mimosas, hot chocolate bar for the kids & they brought each table a plate of homemade Christmas cookies from Santa. The resort was decorated beautifully w/ lots of fun kid-friendly decorations & photo ops. A great family experience.

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.

Would not recommend this hotel. No elevator and has 4 levels of rooms. No microwave in kitchenette in room. Enjoyed the gas fireplace and bed was comfortable. Bathroom was nice with walk in shower. My suitcase took a banging from the steps both outside my building ( number 2) and inside. Very large facility , and unable the building without steps inside the building. It is not handicapped accessible

The hotel improved over 2017 in terms of Decor updates - very noisy as there's was a military ball or whatever they were having that was loud - parties in the halls no one managed that at all. I had issues with the television even though I know how to log into Netflix it just wasn't operating well. I think I would like this place better if it was a holiday. Or the summer. The spa was very mediocre I definitely would not recommend it because it just didn't feel luxurious and my therapist probably was in the bottom 30% of facials I've had. For the price it wasn't all that great. My daughter had her first and she enjoyed her facial. I love Lake Geneva especially in the summer. I think I would just prefer a more quaint hotel that didn't have so much going on. Seems more like a place you'd want to have a conference. we did not eat in any of the restaurants or even have coffee there because my daughter wanted to go to Egg Harbor so I can't comment on the food but I've heard it's pretty good.

I just got back from a business retreat at the Grand Geneva. It was fantastic. The room was spotless, Kacy was our housekeeper who was so friendly and helped with whatever I needed. We did a team building exercise led by Claire, who also did a great job. We plan to return for our retreat next year.