Jellystone Park™ South Haven — Hotel in Geneva Township

We have been staying at Jellystone in South Haven (more like closer to Pullman...) for the last 4 years. There has always been minor issues/hiccups that we tended to overlook and chalked up as "things happen", however, after this year- it seems like these are more likely regular occurrences vs. happenstance.

For starters, we were tenting this year vs. staying in a cabin due to limited availability. Unless you want to stay in the primitive camping area- next to the dumpsters- there is an "extra cost" for electric hookup. And the hookup only accommodates two plugs. There is also a water spicket right next to the electric hookup. The tent site we had was in full sun ALL DAY LONG. It was awful, especially in the August heat and humidity. And the way the sites are set up, there are people literally back to back with us and no clear definition in terms of what the actual size and layout of each site is. Also, the power went out for part of the day on Saturday. We did not have fans we could use, could not charge our phones or any other electronics, and could not use the amenities etc. No extra accommodation was given during this time for the guests.

Several times during our visit the computer systems were down and we were unable to purchase certain activities or items from the store. This was especially inconvenient when you needed a water or would like to purchase a drink from the camp general store or food from the grill/cafe. All we were told was to try to come back later...

Aside from the pool, jump pillows, and limited free activities- everything else has a cost. This becomes a money suck quickly... especially if you have more than one child with you (and if you have X amount of people above a set amount- you have to once again pay extra). Also, the "Yogi rewards" are an utter joke. Since we have been staying here for the past 4 years and have literally spent thousands doing so, I figured we would have a good amount of rewards. Apparently, not the case... and the only way to redeem said rewards is for future "free nights"... well, given the amount of money we have spent over the past 4 years, you would have thought we would be at that point and apparently we are not. This seems a little absurd. The tent sites alone are ridiculously expensive and the cost only continues to go up from there if you were to rent a cabin. Golf cart rentals, another insanely priced add on. If you want to rent a bike, another added cost. You could spend less going somewhere else with way more local things to do such as Traverse City and stay in an actual hotel to do so. OR if you're looking to tent it in the area, the state park would be a way more affordable and cooler camping experience than the one we experienced at Jellystone...

The arcade they advertise is also another feature that is severely lacking and needs updating. The entirety of our stay there were only a handful of machines/games working. Majority did not. And the games they do offer are not cheap to play by any means. The pool also needs some work. There is a massive crack/dip in the middle between the shallow and deep area and the pool itself isn't that big. Especially when it is packed with people during the heat of the day. There is a limited amount of umbrella tables and the remaining seats are in full sun. The pool, if you happen to get water in or around your mouth or eyes, tastes like salt water. There were many times we saw large floating clumps of hair or other disgusting things...

Staff, overall, was friendly. We especially appreciated the staff in the pavilion area that oversaw the activities and arcade area. Otherwise, the staff in the cafe and general store were a tad rude and not very accommodating- especially during power outage and cash register issues.

All in all, we are looking to stay elsewhere next year. There are far better options that are either similarly priced or even cheaper than this one and better locations to stay than this one outside of...

Extremely disappointed. We booked a discounted three nights based on their site’s technical error. We tried to book it the following week and called with a question, at which point they told us there was an error and that the price was wrong. When we got off the phone the price had immediately changed. We had to ask them to honor it, because they were telling us it was dynamic pricing, which could only be true if it hadn’t changed the moment we hung up. Customer service should have said because you notified us of this we will just give it to you this time the same reservation as last week). When it didn’t apply the week following we had to ask several times to have it honored. they did, and included the $40 upcharge for the late checkout in our reservation, but REFUSED to let us check-out late on Saturday, even though no one was staying in that cabin that night. We won’t be coming back. Pedantic of them. My son was crushed. And we can’t afford to go another week for anymore than we already paid. Reported it to corporate. I have worked in customer service and trained in it at Zingermans. Astounding.

I received a personal email from the park. You can see it below. It shames us for the miscommunication, and also calls my decision not to visit another jellystone to be a threat, which it clearly isn’t. It is definitely a decision after the following email. This email also accuses me of bullying. Bullying is an intent to harm, intimidate, or coerce, none of which happened. That could have been a perception, as it always can, but there was no intent to harm the jellystone, only a desire for justice and a quality customer service response. When you pay $582 last week for three nights and a late check out, it’s natural to assume the same would be honored. This email also presumes to know our financial situation, and that we can afford $40, which is extremely disheartening since the whole reason we were able to go was because of the discount. The snide sarcasm is sad to hear.

Meghan; I would like to start out first and foremost with a Thank you for the high praise for enjoying our park so much that you wanted to return the very next weekend. It warms my heart to hear that you had so much fun, as that is why we do this…….

We did honor the “glitch” with the discount code and gave you ½ off of your first night. You say that you were appreciative of us doing that for you, but you did not show it. You demanded that we throw in the late check-out too. When we did not bend to your bullying, you continued to bully us with, if you don’t give it to me, I am going to write corporate. Fortunately, we do not allow bullying and will never bend to someone that is threatening. We teach our kids to stand up against bullies and I expect my staff to not tolerate such. We all deserve respect and customer service works both ways. It is also not fair for you to threaten to “never go to a Jellystone campground again”. Why? Because you had so much fun and wanted to come back the very next weekend? What are you going to review online about our campground? Are you going to review how fun it was or more about you being a bully and that we did not bend to your demands. One would think you would be grateful for the first week's glitch that allowed you to stay at such a discount and realize that was a bonus to you. We did honor that same discount to you but did not include the late check-out on Saturday. So yes, you are right, it is a shame that you thought that $40 was worth disappointing your 3-year-old and to never come back or never have a great time at a Jellystone Park™. May God Bless you and...

I have been going here for about 2 or 3 years. Unfortunately the last experience left us at a place where we questioned ever coming back. Usually the staff is 100% friendly and I could over look most things. I've given this place 5 star reviews on my previous stays, but this was not up to par with what we have experienced in the past. Lets start with the staff member at the Cafe, she was completely rude and rolled her eyes the entire time we tried to order everytime. I usually tip around $100 before I leave. I left only tipping $1 due to attitude and service. Not my most proud moment. We tried to get a special that was promoted on their app and she said it wasn't the special going on according to her paper. But the app clearly advertised the special and even after we showed her she says " well I don't know what to tell you" i was a little shocked bybher answer. Usually they'll use the ear piece and ask someone what's going on. She just shut us down and sent us on our way. My friend who came this time went to a manager and she called over and made it right so we walked back over to order the special. Clearly the young lady had an entity attitude about us getting the special as she couldn't help but roll her eyes the entire time. I thought it was maybe just me but when speaking to a few people we befriended at the site they too had encountered the same girl with an attitude. They knew exactly who we was speaking of when we told them what happened. As far as our cabin was concerned we got rhe jacuzzi cabin and I will warn you don't get this cabin. We have gotten it mutliple times and this last time was completely unacceptable. The foam/fiberlgass on the covering is falling apart. On our first night we was too tired to use the hottub on the second night we couldn't get it to heat. Apparently staff just leaves and there's no one to contact after 10 pm so we was unable to use the hot tub. The person comes to service the hot tub and asks if we ate in it. I'm completely disgusted cuz if there's food in there it's from the last person yo use it which means they didn't clean it... but after reexamination they figured out it was the cover falling apart and falling into the tub. He finally fixed it on our 3rd and last night. We got in and of course it wasn't cleaned out so all that that was falling out the cover was still in the tub we got it all over us and just gave up on the experience. The last thing I'd like to note is that they sold us wet wood and we have a video of water coming out of the wood after hours of use trying to get it lit. They will not refund the wood and they will not replace. You are also not allowed to bring outside wood. The last thing i think you should know is the staff is in such a hurry to be done with activities if you dont get there when it starts they will pack up and leave. Some activities are 15 min apart and lugging kids around takes a bit of time. So to show up to an activity with 20 minutes left and they "been gone" according to the singular family that got to participate was a little aggravating. This left us with the worst experience we have ever had here. I'm not sure if owners changed hands or if they just lost all the good staff (cus it's all new faces), but this was a lot to swallow considering we was choosing this over a beach trip and decided to go with where we knew we'd have a great time. I'm really saddened that this was not the same experience we've grown to expect from South Haven. For now this will be our last trip to this particular camp. We take 2 trips a year. There won't be a second this year unless at...