TERRIBLE SERVICE.. Our experience was truly one of those horror stories you see on Dateline. We had just two nights to celebrate our anniversary. We booked through Hotels.com... when they wouldn't accommodate the room we paid for, Holiday Inn Reservations and the Grand Geneva Liason were unwilling to help. Over 10 hours wasted on our vacation just to get the room we had reserved. The "customer service" rep DAWN should find another job... she has no clue what hospitality means. The Holiday Inn Staff, especially Dawn, said "oh, gee I'm sorry you're getting screwed by hotels.com.. that's your problem not mine". This is not the type of experience Grand Geneva would EVER let happen and their name is getting tarnished because of their relationship with Holiday Inn. TERRIBLE EXPERIENCE. Thank goodness Grand Geneva management took over! When GG Manager Aaron finally took over, we felt like our voice was finally being heard and someone actually cared about us as guests. I will NEVER stay w/Holiday Inn Club Vacations again. The site is beautiful, the service in the Grand Geneva restaurants, bars, and front desk are all wonderful. We will pay the extra few dollars to stay with GG next time, to have service and hospitality the way it should be.