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Grand Geneva Resort: Frequently Asked Questions (FAQ)

Q. Do I need a credit card to check-in?

A. Yes, a major credit card must be presented at check-in for each reservation.

Q. What is your cancellation policy?

A. Reservations must be cancelled at least 72 hours prior to arrival or you will be charged for one night’s room and tax.

Q. What does the Resort Fee cover and is it mandatory?

A.The Resort Fee is a mandatory fee, per each night of your stay. A number of services are included, such as high speed Internet access, and are detailed on the Reservation Policy page.

Q. How can we enter Timber Ridge’s Moose Mountain Falls waterpark?

A. Guests can purchase passes to Moose Mountain Falls, based on availability, at the Grand Geneva front desk. During high demand periods, passes may sell out and therefore are sold on a first come, first serve basis. Reservations are recommended. Passes are required for all guests over the age of 12 months. Observer passes can be purchased for half price, depending on availability at the waterpark.

Q. Do you allow pets in your hotel?

A. Grand Geneva offers a pet club program for dogs 25 pounds and under for $35 per night. Service animals are always welcome. Learn more about the Grand Geneva Pet Club.

Q. Are there age requirements to reserve a hotel room and check-in?

A. Yes, you must be 21 or older to reserve a room and stay at Grand Geneva.

Q. Are reservations required for spa services?

A. To ensure availability, spa reservations at WELL Spa should be made several weeks in advance. Salon services are available to all ages, but children under 16 must be accompanied by an adult. Call for reservations at 888 392-8000 Ext 3778 or reserve online

Q. Are there age requirements?

A. For guests 16 years and younger, please inquire about service availability with reservations or at the spa desk.

Q. What activities does Grand Geneva offer?

A. Two award-winning golf courses, indoor and outdoor tennis, WELL Spa, downhill skiing and Fitness Center, indoor and outdoor pools, horseback riding, bike rentals, and hay or sleigh rides depending on the season. Please visit the Activities page for more information.

Q. Are child care or kids activities available?

A. Yes, a daily Kids Are Grand program provides activities for children up to 12 years of age. For more details or for reservations call (262) 249-4560.

Q. Are there refrigerators in the rooms?

A. Yes, a mini-refrigerator is in each room.

Q. Are pack & plays or rollaway beds available?

A. Yes, these items are available upon request, as follows:

  • Pack & Plays: Complimentary
  • Rollaway: $15 per night

Q. Is there a Concierge Service?

A. Concierge Service is available by calling 262-248-8811 ext 3121. The Concierge desk is located in the lobby of the hotel and will be happy to assist with special requests.

Q. Do you have a shuttle to/from the airport?

A. The hotel does not have an airport shuttle.
However visit the Directions page for airport shuttle options or concierge assistance.

Q. Do you have Room Service and if so, what are the hours?

A. Yes, room service is available daily from 6:00am until midnight. Visit In-Room Dining.

Q. We will be driving to the resort. Can you give us directions to your hotel?

A. Driving directions to the hotel can be found on the directions page.

Q. Are there hair dryers in the rooms?

A. Yes, hair dryers are available in each room. For a list of in-room amenities, please see services and amenities.

Q. Do you have high speed Internet access in the guestrooms? If so, what are the charges?

A. Yes, high speed wireless Internet access is available in all guestrooms at the Lodge at Grand Geneva. Access is through a cable Internet connection with average speed of 1.5 Mbps. For computers without a wireless card, adapters are available at the front desk. High speed Internet access is included in the Resort Fee.

Q. We will arrive before check-in, what is the provision for storing luggage?

A. Your luggage will gladly be stored at no charge until your check-in.