Grand Geneva Resort & Spa

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While staying at the resort my husband and I had dinner with three other couples in December. Overall the food experience was excellent and one of my good friends said the crème burlee was the best they have ever experienced. What followed dinner is nothing less than appalling. Our total bill with 20% gratuity was $594. Three of the couples paid $150 cash each and we paid $150 on our cc, totaling $600. Two days later I checked our cc statement only to find that our cc was charge $180 and $720, both from the Chophouse. Where is the $150 charge that we signed for? We have spoken to the mgmt, including resort GM, on several occasions only to be told these charges never posted and that this transaction was done according to their procedures. My cc company confirmed that these charges actually posted and now we’ve had to close our cc account and file a payment dispute. As of today the staff still denies these accounts and made a backhanded offer that if we are ever in the area to stop by for a fee drink or something. We live over an hour from the resort, why would we just stop in. Where then is my $150 charge that we signed for? I’d have to think that McDonalds would handle a customer issue better than this resort. VERIFY ALL CHARGES!

Terrible service! When we arrived to check in, we were misdirected to the vacation club check in desk & wound up wandering around the hotel for 20 minutes before we were kindly assisted by one of the kitchen staff. Only to find out that there hadn't been anyone at the vacation club desk to assist us. We went to the mountain biking trails & spoke with the person working the mountain top club house on the difficulty rating of the biking trails, and after being reassured that the trails were of only moderate difficulty, found out that the paths were re-routed for the weekend event. Which she failed to inform us about the WORS event. When we attempted to ride the paths that are on the trail map they provided to us, a man who works for the Grand Geneva, wearing no shirt with a long pony tail yelled at us. He was very condescending, made a scene in front of the hundreds of participants in the days' events, and made us feel like complete fools. When we planned to cook a nice meal from the room & planned an evening stroll around the lake, that plan was ruined by their malfunctioning kitchen equipment. A recipe which would normally take, at most, one hour to prepare & serve consumed a total of 2 1/2 hours!! The following morning's breakfast was a disgusting, burnt mess as well. The oven didn't warm up, as it should & the stove top burners seemed to only have one setting, HIGH (burn everything). We are owners at Orange Lake Resort in Florida and spent our weekend at the Grand Geneva as a trade off for a portion of our share time, and I am appauld that this is considered an equivalent resort to Orange Lake. I would suggest for one to find a REAL high class resort, before wasting your money on this garbage with bells & whistles at the Grand Geneva.

Great service, loved the attention, pricey