The Cove of Lake Geneva

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me While the other guests we talked to were far from happy over the 4th, I'll accept the refund proposed as that makes the charge for the room far from reasonable, it at least shows they take accountability for selling us luxury accommodations and providing far less Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  While the other guests we talked to were far from happy over the 4th, I'll accept the refund proposed as that makes the charge for the room far from reasonable, it at least shows they take accountability for selling us luxury accommodations and providing far less.
Regards,
 
[redacted]

Greetings,In response to Mr. Weishaar's complaint we have issued a refund of $366.77 to their credit card. We do wish that Mr. [redacted] would had stopped by the front desk to communicate his concerns/issues. We had a full house over the 4th. of July weekend and the feedback from our guests was...

positive. Please let us know if you have any additional questions.Thank you,[redacted]Rooms Division Manager262-249-9460 ext. 178

Review: July 27, 2013I prepaid for 2 nights at the Cove of Lake Geneva, I changed the dates of the reservation, then finally cancelled the reservation, I was not told that I could not get a refund due to new owners. When I did not get my refund I called back to see why, and was told that I had to have my credit card company request the refund, which I did 3 times, and did not receive the refund. Then I was told I needed to contact The Coves attorney to request a refund, which I don't think I should have to contact their attorney.[redacted]Subject: Reservation Confirmation # [redacted] Dear [redacted], This confirms your reservation with us arriving on Friday, 10/11/13, and departing on Sunday, 10/13/13. You have selected to stay in our Commodore Suite.Desired Settlement: I would like a full refund I thin the amount is $334.00

Business

Response:

[redacted] no longer works for The Cove of Lake Geneva.

The past management company that she was part owner of is the one who had collected the money for your stay.

For all reservations that where made thru them then cancelled, the guest has to contact their credit card company and request the refund.

They only thing that I can proved for you to give to them is prof of the cancelled reservation.

Sincerely,

Office Manager

The Cove of Lake Geneva

direct line [redacted]

main line [redacted]

fax line [redacted]

e-mail [redacted]

Review: My husband and I booked two nights at The Cove of Lake Geneva for July 3rd and 4th. When we arrived at the hotel and checked into room 142 we were disgusted by the musty odor the room had. As we walked into the suite we also noticed that the cleaning staff didn't do so well cleaning as I found two been cans sitting under the coffee table. At this point I was disgusted and called the front desk for room service to come back and clean the room and remove the can they missed. I was really disappointed because we paid $641 for two nights and it already started off at a bad note. We picked this hotel thinking it was CLEAN and a high end hotel. Well the night cam to an end and we climbed into bed. The next day we didn't sleep well at all. The sheets felt dirty and the lack of pillows offered. At 10pm on the 4th we decided we didn't want to stay the night again even though we paid for two nights. The odor the room had and the dirty sheets and horrible front desk staff we decided to go home. On July 5th we woke up at our home in the morning and I noticed a cluster of red mosquito bites all on my legs and on my husbands. We decided to go to the take care clinic by our home because we realized we weren't even outside long to have so many mosquito bites. Make the long story short I have documentation that we recieved BED BUG BITES during our sty at the cove on JULY 3RD.Desired Settlement: Since I paid for two nights and only stayed one horrible night and received BED BUGS, I want a full refund to my husbands credit card. [redacted]

Business

Response:

I wanted to let you know that the guest reporting this never brought this issue to our attention.

Also since their stay we have rented that room for a total of 12nights and have not had one complaint or report of there being bed bugs.

Our housekeeping staff inspects the mattresses when changing the sheets after a stay over, and they have not reported any signs of bed bugs.

Sincerely,

Office Manager

The Cove of Lake Geneva

direct line [redacted]

main line [redacted]

fax line 262-249-1532

e-mail [redacted]

Review: We rented what was advertised as a luxury suite (Room 128, an Anchor Suite advertised as a luxury suite) at the Cove to celebrate our 15th wedding anniversary on 7/3/2015-7/5/2015 only to be provided a severely damaged room in which the services didn't work (WiFi provided at extra cost would connect but provide no bandwidth to laptops or phones to the point where they would function), the furniture was so broken down it was dangerous as setting a bag on one of the bar stools or chairs caused it to fall over (all bar stools were dangerously damaged, tables were so beaten they would lean up to 40 degrees off center) the TV's cable barely provided service with a few channels (The Disney channel in Spanish) actually functional and not just showing channel identification and the "buffering symbol" the majority of the time instead of a picture. The bed was so hard my wife and I both took days to stop being in pain from it, the service was horrific (we purchased a couple of minor items from the gift shop and the girl gave the food items to us packaged in a garbage bag). Nothing worked and it was far from a luxury hotel while we where charged $708.22 for a two day stay which included special fees for WiFi which didn't work and a parking lot parking spot that was blocked off from all directions but one that because of construction forced all guests to make an illegal left turn to get into the lot. We have talked with a multitude of people both personally and through social media who have had similar experiences with this establishment. While we stayed there, they grossly over charged us, charged us for services not rendered and while we did sleep there and owe them something, looking at what was promised at http://www.coveoflakegeneva.com/ for the $708.22 vs. what was delivered entitles us to a financial refund. The celebration of a significant event in our lives was stolen from us as we can't get that day back, but we should be given a significant discount for staying in a dangerous establishment (the hair dryer upon initial use shot flames and smoke and could have scorched my wife's head had she held it closer when turning it on, or sat on one of the rickety stools and chairs that couldn't support a small bag of clothing much less a human being!).Desired Settlement: A stay at an average hotel that is clean and provides the normal services one expects from a hotel can be purchased for $100 or far less. Given the quality was the worst of almost anyplace we have stayed in our 50+ years of life I think the fee charged should be adjusted to match what was provided and not what was advertised given the deceptive advertising, poor service, dangerous conditions, sickening food. While offering us a free stay as compensation that doesn't relieve the cost of the nightmare stay or give The Cove any incentive to make their facilities match their advertising.

Business

Response:

Greetings,In response to Mr. Weishaar's complaint we have issued a refund of $366.77 to their credit card. We do wish that Mr. [redacted] would had stopped by the front desk to communicate his concerns/issues. We had a full house over the 4th. of July weekend and the feedback from our guests was positive. Please let us know if you have any additional questions.Thank you,[redacted]Rooms Division Manager262-249-9460 ext. 178

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. While the other guests we talked to were far from happy over the 4th, I'll accept the refund proposed as that makes the charge for the room far from reasonable, it at least shows they take accountability for selling us luxury accommodations and providing far less.