Grand Geneva Resort & Spa

Reviews

• DK

  Deborah Kuettel

  3 days ago
  1.0
  Im so upset. We traveled from Florida for a family wedding and just checked in to a dumpy room that smells like mold far far away from the rest of our family. I immediately called the front desk. They told me that because of our "wedding rate" of 365.00 per night (plus tax etc. Actually 427.00 per night) we were put in this awful room in building 1. We called our family to see where they were and they're all in building 3. The front desk person said how sorry they were, but there was nothing they could do. Very disappointed. Especially because we're here for 2 nights.
• EE

  Eliana

  3 days ago
  1.0
  As long-term, loyal patrons who have historically frequented the villas at this resort with our multi-generational families, we are writing to formally express our profound disappointment regarding the severe decline in your resort’s standards, culminating in a deeply distressing customer service encounter.Over the past few years, it has become evident that the property no longer reflects the luxury standards it claims to possess, despite maintaining premium pricing. The villas are in desperate need of modernization, the cleanliness of the accommodations is entirely unacceptable, and the restaurant dining leaves much to be desired. Until recently, we overlooked these physical shortcomings solely out of nostalgia and your pet-friendly policies. However, a recent interaction with your staff has permanently severed our relationship with your establishment. On Easter Sunday, my mother passed away unexpectedly at the young age of 58. We had a business trip and a villa reservation booked for April 6, backed by a $600 deposit. In the midst of acute trauma, my fiancé contacted your desk. The initial representative was compassionate and processed a refund under these tragic circumstances. Months later, once I felt capable of traveling again, we called to verify whether the funds had been issued as a direct bank refund or a future resort credit, as we wished to avoid auditing months of past bank statements. The response from your team was shockingly unprofessional: Condescending Treatment: The representative who answered was hostile and dismissive, treating us with a level of suspicion that implied we were attempting to defraud the resort. Mismanaged Transfers: We were placed on an extended hold without explanation, only to be blindly transferred to a second representative who was entirely un-briefed on the situation, forcing us to restart the conversation. Hostility Over Basic Inquiries: When I requested that they simply check the reservation history to confirm the transaction status, the representative attempted to place me on a secondary hold. Only when I stated the exact dollar amount did he suddenly admit the data was right in front of him, proving the repeated delays were entirely unnecessary. We come from a highly respected family and expect to be treated with basic human decency, particularly when navigating a family tragedy. To be treated like scammers over a routine accounting inquiry is a profound insult. Furthermore, let it be known that our family owns and operates a chain of successful restaurants in the Chicagoland area. As hospitality business owners, we understand exactly what it takes to maintain high service standards, retain multi-generational loyalty, and handle delicate customer situations with grace. We would never, under any circumstances, permit our staff to treat our patrons with the utter disdain and disrespect that we experienced at your establishment. Be advised that this communication is not an invitation for negotiation, nor are we seeking a formal apology or compensation. No gesture from your management could restore our trust or undo the damage caused by your staff's appalling misconduct. Due to this abysmal lack of empathy and professional incompetence, our family has permanently severed ties with your resort. We have already transitioned our business, our corporate travel, our family bookings, and our patronage to competing luxury properties that successfully accommodate pets while maintaining actual luxury standards. You have permanently lost a lifelong stream of high-value revenue because your staff chose hostility over basic courtesy. This establishment is a shadow of its former self, and as fellow hospitality professionals, we are glad to take our business elsewhere. Poor Mr. Hefner must be rolling in his grave right now with disappointment.
• ED

  ERSIOLA DERMYSHI

  Jul 19, 2026
  5.0
  Today (07/19/26), we had an exceptional experience at Grand Geneva Resort, and I want to recognize the gentleman at the front desk who assisted us. I believe his name was Luke. He was incredibly professional, welcoming, patient, and genuinely kind from start to finish. He went above and beyond to make sure we had a great experience, and his positive attitude truly stood out. Outstanding customer service like his is rare to find. He made us feel genuinely valued as guests, and his professionalism and kindness did not go unnoticed. Grand Geneva Resort is fortunate to have someone like him on their team. Thank you, Luke, for making our visit so memorable!
• KS

  Kristen S

  Jul 17, 2026
  3.0
  I recently visited the Grand Geneva Spa and had mixed feelings about the experience. The highlight of my visit was my massage—it was excellent. My massage therapist (a male therapist, though I unfortunately don't remember his name) was skilled, professional, and made the treatment truly relaxing. The staff throughout the spa were also incredibly friendly and welcoming. A special shout-out to Abby, who was especially kind and helpful. Unfortunately, the spa amenities were a major disappointment. The outdoor pool area had only a handful of chairs, and I even noticed a toenail on the ground, which immediately made the space feel unclean. The pool area itself was extremely hot and didn't feel relaxing at all. The women's locker room also fell short of expectations. While it includes a sauna, steam room, and hot tub, they all appeared worn, dirty, or in need of maintenance. Despite the spa being very busy, hardly anyone was using these amenities, which seemed to reflect their condition. The lighting in the locker room was harsh and reminded me of a hospital operating room rather than a luxury spa, and the lockers were difficult to use. Overall, the massage and customer service were excellent, but the facilities desperately need updating. As someone who frequently visits the Avani Spa at the Abbey Resort, I would recommend Avani over Grand Geneva without hesitation if you're looking for a relaxing spa day with well-maintained amenities.
• AA

  Audrey

  Jul 6, 2026
  3.0
  Stayed here over the 4th of July weekend, and unfortunately not the best experience. Some things not their fault such as the insane thunderstorm/tornado that happened and knocked out power. We had no power so no lights no restaurants nothing for about 6 hours, but the resort did not do much to help. We tried to get food and instead of suggesting somewhere to order from or even that there was pizza we could purchase in the lobby, we just got told no restaurant was open. And when the power finally did come back on, we had no hot water all night. They did do a free lunch and drinks the next day to try to make it up. But besides all this, the resort itself is very run down and old. There are many unsightly aspects that should be hidden for guests like worker areas and a tunnel you have to pass under outside which smells awful and is dirty. The rooms were okay but the carpet was gross and water leaked in from outside. Many of the staff like the trolley drivers and restaurant workers were rude and short tempered. The pool is small as well but the pool bar is nice at least! It’s just an old hotel that needs lots of cleaning up and improvements if they are going to charge 4 or 5 star prices and call themselves a resort. Either lower the prices or do a hotel upgrade. I still enjoyed my stay overall, but I wouldn’t come back nor recommend.

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