|Address:||2810 Golf Rd, Pewaukee, WI 53072, USA|
I attended my sisters wedding at Country Springs Hotel last night. It was a beautiful venue and the food was great, however; those are the only two positive things I can say about this place. First of all, there were there three weddings going on at once which fine, it was a little crowded. The bride and groom were assured that there would be no problems with people coming over from the other weddings. Well, that was not the case. At the beginning of the night there were people from other weddings eating the hors d Oeuvres that my sister and her husbands families had paid for already. We mentioned this to the manager and all he said was " There was plenty of food left over" which there wasnt. They had run out of fruit shortly after it was served. And Im sure the bride and the groom did not want to pay for other people to eat the food that they had spent a considerable amount of money on. Second, when asked about how the room was to be arranged they decided to not follow any of the directions that they were given. This may not seem like a big deal, but when they decided to put out the table numbers and favors without knowing what they were supposed to do with the gifts, it is going to cause a lot of unneeded stress for the bride and groom and their families. The next problem was our photo booth. Again, my sister and her husband purchased something for their guests, not for other people to use. However, we found multiple people from the other wedding using their photo booth. Once again, this is something that they were assured would not happen. Another problem, even though its not the biggest deal, is that people from the other wedding came over and started dancing in our hall. I know that dancing doesnt seem all that big, but the bride and groom paid for their DJ to entertain her guests, not other people from a different wedding. Finally, again with the guests from the wedding, they were crashing my sisters wedding and when told to leave they gave the wedding party death stares. But what takes the cake on this negative review was the attitude of the manager in charge. The wedding party tried multiple times to let the manager on duty know what was going on. Both with the things that were not set up correctly and the guests from the other wedding eating their food and using their photobooth and crashing the wedding. He never once apologized and said he was in the wrong. It took until an hour before the wedding ended to get a security guard involved in the situation. Meanwhile, throughout the wedding three of the people in the wedding party, the brides brother-in-law, sister-in-law, and cousin attempted to get any type of resolution. The uncle of the the groom got involved as well. The brides parents then had to become involved in the situation. Finally, the bride herself was seething so bad that she tried talking to the manager with no resolve. She was so mad that she was not able to enjoy the remainder of her wedding. It is absolutely unacceptable the way that the situation was handled. Most managers would be fired if they talked to their guests the way this manager talked to his.Not only did he not apologize, but all he would keep saying was, "Well, did you run out of food" and "We cant know who is in each wedding and how should we enforce it?" Not once did he say, "I am very sorry about what happened! I will get some security guards (or something) down here right away. I will talk to my manager and see what we can do to fix and compensate you for all of your problems, when you were guaranteed there wouldnt be these problems." I was incredibly disappointed with this place and will never recommend it to anyone unless they enjoy high stress weddings.
A Private User
First the compliments...kudos to Country Springs for having a recycle bin and CFC light bulbs and also the water park is nice. Now the problems, too big for me to overlook... I used my debit card to pay for the room. At the check out counter they indicate that there is a $15/per day holding of fees for incidentals. I didnt have a problem with that and I alloted for that in my account. Well, I always check my bank account online nearly everyday and I had purchased dinner that night for some friends, my daughter and myself. I figured I had $100 wiggle room before I would transfer funds from my savings (if I spent beyond that). I went online and Country Springs was holding $130 of my funds rather than $30. I immediately called the front desk and the girl didnt know anything about it. Then I went down to one of the desks and the other girl couldnt help me. I spoke to the manager on the day of check out (we stayed 2 nights) and she said it was the bank. After much communication with the bank they confirmed it was the hotel that held that amount. Im not a rich lady--I take my daughter for an overnight every October so we can hang out by ourselves. This $130 hold (which doesnt return to your account for about 3 business days after you check out) caused me a $34 overdraft fee which I feel Country Springs should pay for. You cant post a sign that says one thing and then lie and do another. Also, on the first night they were vacuuming the room next to our (it was a little conference room) at 10:00 p.m. You could hear it and it was quite loud--we could even hear the conference going on earlier because it was an adjoining room. Doesnt the staff know not to vacuum that late especially if the next room is occupied by a guest. One last pet peeve. My daughter wanted change for their game room and there wasnt an attendant so she waited by the desk. There was one lady there and she was on the phone. She never even acknowledged my daughter for five minutes and when I went over by her she didnt acknowledge me either. Good Customer Service rules are...you let the waiting people know you will be right with them or call somebody else to have them assist you. We waited 10 minutes before she spoke to us and there was nobody else there! All in all, not a great experience at all and we probably wont go back. There are plenty of other waterpark hotels in Wisconsin--we go to Wis Dells a couple of times a year and weve never been treated like this.
Ive been to Country Springs 3 or 4 times before but this past weekend was a whole different experience. The place was in chaos and hotel staff had no control. The water park eating area was nasty with trash and food on the floor. The hot tub was tainted yellow and very foamy as little unattended kids were bobbing around ignoring the lifeguards telling them to get out. Tons of unattended ilmannered kids running around with no heed to the poor lifeguards trying to control the situation as their "parents" were too busy on their smartphones. The water park was more like a mob competing for longest weave, longest eyelashes, most bling, or loudest foul mouth. The hotel isnt so much the problem as were the guests and their behavior. I had kids asking me for money when theyre not running into or over you throughout the hotel. Then theres the room. Dont expect to have any piece in your room. The same guests that made the water park a circus moved the party to the hallways. All hours or the night running in the hallways yelling, slamming doors, banging on doors including ours and a stampede to breakfast in the morning. Forget going to the restaurant I ran to Dunkin donuts. Then theres the water pouring through the access panel in the cieling in the bathroom at 2 am since the neighbors above 3102 decided to use the hot tub or whatever they were doing. My kids had fun in the water park however even at the ages of 8 and 10 my daughter said it was crazy and the kids had bad manners. They didnt appreciate other kids jumping the line to the slide as they pushed their way through and pushing my kids in the process. These other kids could care less. The whole time I was with my kids right with them in line and these other kids had nobody supervising them or teaching them some manners. Wheres the parents?? Theyve also been to Key Lime Cove and said theyd prefer to go there next time cause its not so crazy. The hotel staff were nice but obviously overwhelmed with the situation. I mentioned all of this to the desk at checkout but the lady working was already frazzled so not much of a response from her other than theres new ownership and a renovation coming. As for me I dont know if Id take my family back again. It was anything but relaxing. The feeling was tense and chaotic the whole time. Maybe its a matter of cost that makes Key Lime Cove a different environment but well worth the money if you want a more enjoyable experience.