Grand Geneva Resort & Spa

Spa was good. Needs to be updated! The masseuse was great. But hot tub was not appealing at all. The locker rooms need updating.

We booked a Superior King Room, which was advertised as accommodating two adults and one child. After check-in, we were told that the hotel could not / would not provide a rollaway bed for our son. I requested a variety of types of solutions and types of compensation, but the manager on duty the afternoon of June 8, 2025, refused all of them and told me that my son could "sleep on the floor on two comforters." :-( Ultimately I had to book an extra room at full price ($710 for two nights). Awful manager, awful customer service experience, obvious false advertising. Just a really terrible experience and unreasonable set of policies, particularly for a $500+/night room. If it hadn't been for that experience, we would have rated the hotel a 4-5 – great views, beautiful property, and we had lots of fun at the neighboring hotel with the indoor waterpark. Hopefully they'll make the lack of rollaways and true room occupancy limits clear so that future parents don't have to have the same experience when they bring their families to the resort.

Starting with Cassie the feeling that you were the most important guest made you feel yes I’m going to like it here beautiful setting great food meeting dietary needs many choices and a place to make memories. Cassie made sure everything was as I wanted and was happy she came to my table several times and also checked all the other guests she has the restaurant running smoothly and with style and grace. What an asset she is to the Grand.

What was supposed to be a one night sledding/skiing getaway with my husband and two children has turned into an ongoing nightmare. Apparently the resort allowed someone to charge a $300 bar tab to my room. I’m on week three of trying to get the money taken off my credit card. I’ve called six times only to be thrown into voicemails of employees that never return calls. No apologies from any staff members for not only stressing me out, but also forcing me to repeatedly call to try to get the tab investigated. Nope, just pushed off to someone else who will do absolutely nothing about it except make excuses. Even today I was promised a call back after I noticed more charges on my card from the resort and nothing. My credit card company is even involved and they have also ready called twice to rectify the situation. This resort is a mess not to mention outdated and funky smelling rooms. Why type of “resort” just allows a large party to charge their bar tab to anybody’s room? Well I guess it’s the type of resort that doesn’t even call back when they’ve made a huge mistake. I guess I’ll be at it again tomorrow to try to get this ridiculous charge off my card.

Looked like a great getaway for myself and my girlfriend. Room was nice. Not worth what they charged but it was clean and adequate. The property is wonderful. We couldn’t use the pool or hot tub as we had planned because it was like a $90/night Wisconsin Dells experience. Tons of kids in the hot tub and pool making it impossible for a couple to enjoy. Parents let their kids run wild. On New Years Eve we attended the bar/dance for awhile. It was fun and the DJ was terrific. We got back to our room before 11 and there were groups of kids running and screaming through the halls outside our room. It went on until about 1. Again, parents let the kids run wild. Hotel security could/should have calmed it a bit. The gym/spa building was wonderful. Great facility. Disappointed that our expensive getaway was tarnished a bit. The meal at the chophouse was well worth the price. Great food and service!