The resort location, and amenities are very nice. Unfortunately the service -specifically by Holiday Inn-- is the worst we have ever experienced with this caliber of hotel. I travel extensively for business and have many, many experiences to benchmark against. Upon making reservations (cannot be made direct with the hotel) through a 3rd party - I requested a late checkout (check-out time is 10 am which doesn't accommodate the relaxing weekend we were anticipating). The reservation agent was on the phone with me for some time and indicated he was in communication with the property. The information I received was that they would extend checkout until 2 pm - with no additional charge and a $40 charge would be incurred if we wished to stay until 4 pm. The agent suggested that I remind the staff at check-in of the special request. We arrived to the property after midnight and checked in with an employee of Grand Geneva Resort who could not verify the request, but suggested that I call "Dawn" (Holiday Inn agent) the next day around 9:30 am. I did in fact call Dawn and was met with an "anti-service" attitude. I explained the situation and was told that although she was aware of my request, it had been refused and that Expedia (3rd Party) was notified to contact me with the refusal. I asked Dawn what my options were -- 1/2 day rate? Book another night? She indicated that she could not help me with any reservations and that housekeeping would be at our door within the half hour to prepare the room for other guests that would be arriving. I contacted Expedia - they did not have any notes indicating a refusal and indicated that "Barb" from the Holiday Inn had approved the special request. I went back to Dawn - who indicated that they did not have an employee named Barb. I asked Dawn if we could stay in the same room if we were to book another nights stay -- and she shared that she could/would not guarantee that and that we may need to change rooms. Obviously I cannot pinpoint whether the error was with Expedia or with Holiday Inn -- but I can share that Dawn was the least helpful agent through the whole process and was not solution focused, but rather conveyed what could not be done--and made the whole ordeal at a top notch resort more stressful that necessary. With an additional $250 investment we were able to stay until 4 pm, in the same room. While we are likely to return to the Grand Geneva Resort, we will NOT be giving the Holiday Inn any repeat business.
- Official Description (provided by the hotel):
- Holiday Inn Club Vacations at Lake Geneva Resort is a premier resort offering spacious 1- and 2-bedroom villas complete with amenities such as fully equipped kitchens, dining areas, living rooms with fireplaces, and everything a guest might need to enjoy their Home away from Home ! With access to all the amenities of Grand Geneva Resort & Spa , Holiday Inn Club Vacation guests can enjoy amenities such as indoor and outdoor swimming pools, multiple dining options, a Sport Center with tennis, basketball and volleyball courts, a rock-climbing wall, two championship golf courses and more options to keep your vacation full of new experiences. From skiing, golf and horseback riding, to tennis, snowboarding, and a full service spa, this resort has it all! ... more less
- Reservation Options:
- TripAdvisor is proud to partner with IHG, Expedia, Booking.com, Hotels.com, TripOnline SA, HotelQuickly, Cancelon and getaroom.com so you can book your Holiday Inn Club Vacations at Lake Geneva Resort reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Holiday Inn Club Vacations At Lake Geneva Hotel Lake Geneva