Bella Vista Suites — Hotel in Lake Geneva

This is the worst hotel I've ever dealt with. My friend was getting married and booked a block of rooms for her guests. The front desk was very unorganized and had lost reservations and couldn't find other rooms that had been reserved months in advance. I was over charged on my credit card for a night I had already paid cash for. They didn't disclose that there was a resort fee. The rooms were no different than a holiday inn as it is extremely outdated. They offer no amenities other than their spa. I'm not even sure why they would refer to themselves as a resort. They have nothing to offer other than a wedding venue. To my surprise they didn't even have a public ice dispenser. You had to go to the front desk and request ice. They would give you a bag similar to a bag you would get with a new gold fish complete with twist tie.There were no vending machines and the towels were like sand paper on your face. The pool and hot tub were in need of repairs and you could tell it has been neglected for years.The best part of this experience was the incredible wedding organizer KYLE. He isn't affiliated with the hotel and I could really tell as his service was outstanding. He helped every step of the way to ensure the bride and groom had a beautiful wedding. He is the most considerate, patient, informative and caring event coordinator I have ever met! KYLE YOU ROCKED IT AND WE WILL NEVER FORGET YOUR KINDNESS. Update: I received a call from Cassie at 7:30am and she told me that all superiors and police viewed the camera footage and found that I had not used cash at check-in. I immediately apologized for my incredible mistake. She told me I had made a serious accusation against one of her employees and jeopardized their employment. Why she would involve so many people without investigating first hand is confusing to me.She was belittling because she had "even called police" at no point did I ever accuse someone of theft. I said, if i did pay cash and they couldn't find it "they had a big problem". She told me I had accused this staff member of "stealing hundreds of dollars". She was being hateful and belittling while yelling at me. I told her I sincerely apologize and she found that unacceptable. She demanded I remove my review and I told her I would make edits and she began yelling over me louder. Ultimately I cursed at her and hung up. I was done being belittled and degraded for a mistake I obviously can't change. She pin pointed where my review was inaccurate. My inaccuracies are, I did not pay cash, they do have vending machines and their amenity is the outdated pool and fitness room. Fine I was wrong and I sincerely apologize to the staff member that helped me. However, this has been a horrible experience not just for me but other guest also. The bride and groom commented it felt like guest against hotel. This hotel made thousands of dollars from this event and have treated many like an inconvenience or a burden. This situation could have been handled far differently and is a fine example of why I won't remove my review. I highly recommend reconsidering...

My husband and I choose Bella Vista to celebrate our 25th anniversary in Lake Geneva for two nights.  I choose it because it was right on the lake, looked beautiful online, and I would expect a hotel that charges $250 a night would be a great place to stay.

We were unable to sleep because the mattress was pitiful.  We were both up all night.  We decided to not stay another night because there was no way we could sleep in that bed again.

I called the front desk around 8 a.m. and said that we would not be staying the second night because the mattress was terrible and we could not sleep.  The girl at the front desk, instead of saying she was sorry for our unpleasant stay, she said that all of the hotels mattresses are only 4-5 years old (with a very sarcastic tone).  Then she said that I booked through a third party and they would waive the fee for the second night but I would have to go through Booking.com.  I hung up and tried to locate Booking.com's phone number and was able to find it, so I called the front desk again and spoke to the same girl.  I asked her if she has  Booking.com's phone number.  Instead, of saying let me check one moment...there was dead silence, so I said "Are you there?" She says, in a very rude way..."I am checking for it."  Then she brings up that she checked and said the mattress for Room 203  was just replaced one month ago by the owner and the rooms are only 30% occupied so it hasn't been slept in very much. I said that it may have been replaced but doesn't mean it is a good mattress.  It was like she kept throwing it in my face that we were wrong about the mattress and had to keep trying to make a point.

We decided to take a look at that brand new mattress.  As you can see from the pictures below,  It is ripped and the sides are caved in.  You can actually grab the springs from the sides.  This mattress is clearly not new.

When we left, I stopped by the front desk to show her the pictures of the mattress and she still was not apologetic. She just asked me if I could email the pictures to her.

Besides being disappointed with the mattress and having to cut our stay short,  I am livid with the horrible customer service we received at Bella Vista from the girl at the front desk. Definitely not how I pictured celebrating our 25th anniversary!

I will definitely not be recommending your facility. The only good thing was the terrific manager who was apologetic and gave us a discount for our...

My husband and I took our special needs son to your hotel on March 17, for his 23rd birthday. It was a birthday gift for him since his favorite thing to do is go swimming and we don’t get many opportunities to do so. We rented the Governor’s Suite at $435 for the night on a week night so we could avoid a crowded hotel since our son doesn’t do well in those situations. We checked in and were very happy with our room. We went to go swimming at about 2:30 p.m.The pool was ice cold. It wasn’t just stop being a baby and jump in, cold. It was my legs are turning numb, cold. The look of disappointment on our non-verbal, severely autistic son’s face was heartbreaking.

I went to the front desk to ask them if there was a way the temperature could be turned up since the website advertises a “heated pool”. I was told, “You’re the second person who has told me that today. I will call maintenance again but hey, it’s good for your metabolism”.

My husband went back to the front desk a short time later because our son wanted nothing to do with being in the pool. He explained to the guy at the front desk that this was our SOLE reason for coming today was to take our son swimming. He was told, “oh I’m sorry to hear that, I’ll give maintenance a call”. Later that evening I went to check to see if maybe they had fixed it and found the pool steps closed off with yellow tape and an “out of order” sign on it.

We completely understand that things happen and pool heaters break. That isn’t the issue. We were extremely disappointed with how your hotel handled it. For $435 a night, we had every right to expect the amenities to be fully functioning. Not once did anyone offer to make it up to us by comping a percentage of the room’s cost or offering to even buy us a drink at the adjoining restaurant. In fact, upon check out, we weren’t even asked how our stay was.

Your hotel is very unique and has great potential, but we were pretty disappointed and would recommend improving your staff’s customer service skills as well as responding to customer complaint emails, since my emails were met with...