Cottages & Suites Geneva National — Hotel in Town of Geneva

Sunday round on Trevino was as near-perfect a golf experience as I've ever imagined. Just my wife and I, on a getaway "weekend" from our restaurant jobs. The weather was stunning, and since the Packers and Bears were playing, we were almost alone on the course. It was so beautiful I can't imagine anything better. The service was spot-on, lunch was delicious, and we were completely happy with everything, even our play. Sunday night dining at the Hunt Club was way below our expectations based on the standards we'd seen at the resort that day. The server and manager were very professional and actually overcompensated us way beyond what was reasonable under the circumstances. It's hard to read strangers, but when we said we didn't want anything taken off the bill, we were being sincere. They were kind and the way they handled things was really as good as it gets.

Monday golf at Player course was almost the opposite of Sunday- it seemed like we'd come to a different place entirely. We were stuck behind three members who were painstakingly, deliberately, slow. The starter told us they weren't happy about playing among us guests because the Palmer course was closed for maintenance, and showed their displeasure by not raking any of the traps, filling any divots, repairing ball marks, or avoiding walking all over the holes. My wife discovered her pitching wedge was missing from her bag on the first hole. We'd left our bags at the course the day before to make it easier to get out the next day. We called the clubhouse to inquire about it; maybe someone had found it, and we were told that they checked and there were no ladies wedges. After finishing, we asked the cart kid if any ladies wedges had been found and it was in the bucket right next to the doorway. Any course I've ever worked at, that wedge would've been identified and run out to the guest as soon as the phone was hung up. Left hand right hand stuff like that is not unusual, but that's the difference between top shelf and rail, so to speak.

The resort amenities were terrific, and the rest of the services were exceptional. We ate twice in the Turf Bar, and enjoyed the food and drinks. My wife ordered a Negroni, but there was no Campari, so the bartender improvised and made her something even better. We left feeling like the golf experience was kind of flat but the resort experience overall was very good. We both enjoyed the Trevino course way more than the Player. The Player course seems like it's really gimmicky, with a lot of dirt moved unnecessarily, creating weird bowls and moguls in the fairways that cause your ball to end up on sewer drains if you hit down the middle of the fairway, and on a few holes you're playing fairways lined with generic McMansion condos that are so close there have to be signs posted asking golfers to not go in the yards. The Player course was also where we encountered the douchy members, so maybe that colors my opinion a bit. The Trevino course was much less so- more of a "what you see is what you get", and strategically, much more enjoyable. I guess both courses are good representations of their designers.

We'll return and play again, and probably have a much better time because now we know what to look for and what to avoid. I worked in private clubs for a good part of my career, and I understand that members don't like it when other people play on their course. It stands to reason, that's why they join a private club. But what they don't ever seem to get is that those guest fees, outings, weddings, and other "outside" event revenues are what actually pays for their nice amenities, professional staff, and beautiful facilities. The dues they pay don't even come close.

But these are the same guys who come up to Brown Deer and expect us to get out of their way because the Sox are playing at 2:00,...

We are writing to express our dissatisfaction and frustration with the service we received at Geneva National Resort for our August wedding. Our wedding was supposed to be a memorable and joyful occasion, but instead it was ruined by the poor service, rude bartending staff, and extra charges that were not communicated to us.

To start, not only were there only two slow bartenders for a 300 person wedding.....the bartending staff was very rude and disrespectful to us and our guests- we had so many friends and family reach out saying this. They were not friendly or courteous, and they acted as if they were doing us a favor by serving us drinks. Comments were made to our guests stating that they would help them first if they were to get more tip money..... also one of our bridesmaids asked to get the bride and groom a drink at the end of the night and the bartender said "depends how much are going to pay me." in a very snippy tone. She was trying to do us a favor and ended up giving him $50. This was VERY embarrassing and unacceptable, and it caused a lot of tension and discomfort among our guests.

Thirdly, we were shocked and outraged by the extra charges that were added to our bill without our consent or knowledge. We had agreed on a fixed price for the wedding package, which included the room, the food, the drinks, the entertainment, and the taxes. However, when we looked at our credit card statements a week later there were many additional charges that were not mentioned or explained to us before. The bride and groom got a complimentary room.... well they upgraded us without letting us know at check in or explaining that it would be $500 extra dollars?! We would not have stayed in that room if we would have known this. Along with this, some family of the bride and groom put some minimal decorations in their room for them to come back to.... well we (bride and groom) got a $200 cleaning fee for this. After talking with the staff they lowered it to $100.... still not right to charge us for the cleaning staff to actually clean a few things up. That is what they a paid for. As the bride and groom we should not have had to have this stress post wedding of hundreds of more dollars being charged to us...AFTER SPENDING TENS OF THOUSANDS OF DOLLARS WITH THIS RESORT as well as brining them a lot of business from our friends and family staying here two nights.

We are very unhappy and dissatisfied with the way we were treated at Geneva National Resort, and we feel that we did not get the value or the quality that we paid for. We expected a much better service and experience from a reputed and prestigious resort like yours.

The positives from the day was the food (amazing) and the view of the...

Me and some buddies went on a Stay and Play weekend package. Stayed at The Ridge. Played each course. Firstly, The Ridge is a very mediocre facility. It's like they tried to retro-fit a 4 -star hotel within the bones/footprint of a Motel 6. It didn't work. Also, tried to call the front desk at 11PM one night and got no answer. I quit after trying three times over the next ten minutes. That can't happen (especially at a property that wants to think of themselves as 4-star.

And then there was the golf. The courses are beautiful and well maintained. Greens are true, but VERY sloped. And then there was this...

Our cart ran out of juice during our first round after nine holes. To make it worse, a storm moved in. I called and called the clubhouse, and messaged and messaged through their system. They kept telling us somebody was coming to get us. 45 minutes later, a few girls game out with a cart to get us (maybe they could have shown up with some blankets, coffee, umbrellas....). And on our way in, we came across a few girls trying to push ANOTHER cart that had run out of juice. We---the guests--offered a hand in helping them push.

To make it worse was the indifference of the staff. Upon returned I spoke with the pro. His main concern was absolving himself of blame ("We charge all our carts when they come back in.."). Then he simply capitulated, stating "OK.. What do you want?". He left it to me to ask for a free round as restitution (maybe he should have OFFERED it up, and not left it to me to have to ASK for it?). And he never apologized. After our trip, I messaged my contact their, as well as the general customer service e-mail. I never heard back from them. No apology. No nothing.

Oh, and on one of our rounds there was no snack/beverage cart on the back nine (and I REALLY needed a Gatorade). And that morning we went for breakfast at the grill, and found that they only had a few sandwiches available bc the griddle was down!!!! (GRIDDLE WAS BROKEN!?!?!? THAT'S ALL YOU HAVE TO DO IS WORK THE GRIDDLE!!! HOW CAN IT BE BROKEN!!!).

Very disappointing all around. Their indifference to this experience only reinforced the laissez-faire attitude towards hospitality and customer service. I'll go to the Grand...