Grand Lodge Hotel & Waterpark

I’ve stayed here before and never had an issue. My husband and I planned a night here for our anniversary. It was the first time in five years that we’d be without kids and the first time away from our baby ever. I got there and they told me my reservation was made at the Stone Creek down the road (they own both) and I explained that when I made the reservations I was very clear where we wanted to be. I brought up the water park and wanting a room close so my husband who needs a walker because of his MS wouldn’t have a huge trek. I was very clear where I wanted to stay. The manager came up, looked in his computer, shook his head and rolled his eyes, and then offered me a queen room with bunk beds and a pull out couch for $100+ over what we were quoted. (Mind you we only wanted one king bed as it was just the two of us not a huge suite) he then offered to knock $8 off the price or I could stay at the other hotel and buy day passes for the water park. I canceled and went to a regular hotel where the staff were courteous and took amazing care of us. If my daughter didn’t have a Girl Scout outing here we would never go back. After her trip we definitely won’t visit any of their facilities. Horrible customer service and a huge lack of hospitality and respect.
1 7 years ago (29-03-2018)

Awesome place for kids! Kay at the front desk was super amazing answering the many questions we had about the area. Kay seemed very knowledgeable about the place, and very friendly offering to take photos and guide us throughout our stay. I've never had experienced such a down to earth, genuine employee who truly cares about her guests! Thank you!
5 7 years ago (27-04-2018)

This location is nice for traveling families who need access to food. Great grocery store across the street and several restaurants to stop into. Rooms here are spacious and clean. I was surprised with the cleanliness of the bathroom. The water park is very family friendly. It felt pretty crowded at times while we were there in the afternoon. Children of all ages we're having fun, and there are plenty of lifeguards to keep everyone safe.
3 7 years ago (14-02-2018)

We visited the water park for a kid's birthday party and everybody had a great time! The staff was very friendly and the food was good for what we were there for. We will definitely be back in the future.
5 7 years ago (30-04-2018)

Well let’s start off by saying the hotel itself was nice the food was good and the kids had a great time . Upon arrival I was under the impression room 267 had a set of bunkbeds it did not . I asked if we could change rooms and pay the $30 upgrade fee to room 52 .I was then charged the full price of room 52 and full price for room 267 which was already paid in full. They could see the charges on both rooms that Friday evening when I brought it to the front desk’s attention they said a manager would correct it and refund my money. Of course that did not happen I proceeded to call corporate who then all of a sudden could not see my charges nor the cancellation for the prior room. I now have to file a dispute with the credit card company and wait anywhere from 10 to 14 days the hotel has said they will not dispute the refund with the credit card company. My question is then this if there was no issue and there was not a double payment why would this be escalated to the president of the company for review obviously they found their mistake removed it from the system and double charged me I sent them bank statements and my credit card statement and yet I have still not received a refund!! My only word of advice check your statement like your credit card so they can’t charge you again you will get no help and fighting for your money to be returned
2 7 years ago (21-03-2018)