Grand Bear Resort at Starved Rock♡

Discrimination/Harassment

2.0

The customer service is awful. Obviously the manager nor the front desk staff is educated enough to read their own website! Shawna or however you spell it because why would you wear a name badge or state your name when you are rude and hateful! She should never work with the public! The manager never bothered to follow up on my email. I have stayed at this resort over 50 times but I will not again under this manager and front desk staff! The front desk staff not only can’t read their own websites graph let alone their 3rd party agreements that are advertising that a waterpark is open when it is not. She proceeded to tell across the lobby when let me state this again has no clue how to read a graph on the company website she works for, oh let me also say she only cared about being on her phone, being in the back room, and being disrespectful to all the customers! The big issue the next day is the sewer was backing up in the cabins that were being rented. How disgusting, nevermind the pubic hair in the bed in my room! Oh did I forget to mention I have an autistic son that was devastated after traveling for 2 plus hours not even to be able to swim in the pool area. She was completely rude and hateful again towards my child nor did she mention the arcade in the lower level to me, luckily I knew. By my own fault I left my cell phone on the counter at the Dollar General in Tonica, but she refused to call me my room or transfer me there to communicate with my friend that was with my son trying to console him after not being able to go swimming, nor could she walk to room 205 which is literally so close to the front desk that she could of walked and knocked on the door in 30 seconds to let them know I was okay after going to another town due to the receipt stating that and I had my friends cell while trying to drive to a Dollar General to find mine. I also forgot to mention that the manager last time I was there put up a gold cross that was found in my room for me to get when I returned the next time, Shawna was annoyed that I requested for her to look as if she wasn’t being paid to work! This business has literally moved to the bottom of my list for customer service. After renting rooms from three different owners and being a returning customer one would think that I should be treated with respect! The disrespect I won’t tolerate is one towards a child and especially one with a disability! Shame on your business! I will always boycott anyone staying at your resort for the discrimination! I will be cc the bbb and dept of disabilities for the discrimination towards my child! Shame on your business!

Could've been so much better

6.0

Left a review on their website and they changed the 1-10 scale choices just as I hit submit. We stayed in a villa an the accommodation was great, but plan on bringing all.your toiletries as the supply a bar of hand soap and nothing more. Several things were broken but the worst part was that we purchased the VIP wrist bands for the waterpark and the water was freezing. And didnt improve at all. They didn't have enough lifeguards on duty until 11 so it was just a giant pool until then. The hotub was colder than the main pool one of the days . The location was great that's what sold us to stay there. Atmosphere was ok

They do not care about you

2.0

Extremely Disappointed – Serious Cleanliness & Safety Concerns We recently stayed at Grand Bear Resort at Starved Rock and paid extra for early check-in and late check-out, expecting to enjoy a relaxing family weekend. Unfortunately, we didn’t even stay 24 hours before deciding to leave. Upon arrival, we were excited and headed straight to the pool. The water was not warm at all. Within 30 minutes, my son’s lips were blue from how cold it was. We had to leave the main pool and stay in the infant pool just to make it manageable. When we returned to our room, the real issues began. I looked down at the floor and immediately saw a fake nail. As I looked closer, I found multiple nail clippings, pieces of food, and later found another fake nail. This was extremely alarming, especially because we have an 11-month-old daughter who could have easily picked one of these items up and choked. The lack of proper cleaning is not just unpleasant — it’s dangerous. It didn’t stop there. There were pieces of hair on the bed cover. When we opened the pull-out bed, the mattress was black and had visible holes in it. For a non-smoking establishment, there were multiple cigarette burns in the carpet, and the guest staying below us was actively smoking in their room. We couldn’t even enjoy fresh air from the balcony because of the cigarette smoke. To make matters worse, there was no manager on site to address our concerns. We were still required to pay in full. We were given a phone number and email address to send our complaints and photos to. After leaving three phone messages and sending three emails with photo evidence, we have received no response. We are extremely disappointed. This was supposed to be a family getaway, and instead it turned into a stressful and concerning experience. We deserve a refund and, at the very least, a response. We are still hoping the business will step up, take accountability, and honor its commitment to guests.

Reservation and service experience

4.0

It cannot be possible that we can do reservations and the pool is close and they be getting customers in to check in. Everything is closed. Everything around there has bad reviews. (No shade)

WORST STAY

2.0

Don’t waist your money! Room wasn’t “clean” I had to request new bed sheets. I had a hair in my bed then my kids had crumbs! POOL was absolutely freezing! Couldn’t even enjoy the water because it was SO COLD! We reported it and was told several times there was nothing we can do. The heat is on. Lifeguards were wearing hoodies!! If that doesn’t say anything I don’t know what will. My kids literally broke out in rashes after the pool visit. The room was FREEZING when the heat wasn’t running! It was miserable. I will never go back! I hope others learn from these reviews before paying all this money! Also if you do stay bring pillows because ours were flatter than a pancake!! It was miserable! I should have took pics of the other dirty parts of our room but didn’t.

Horrible Customer Service, smells, nothing was open in the resort

2.0

Went on a weekday, took time off work for my daughters birthday. Went from Mon- wed and water park was closed because it was “off-season” & “kids were back in school” was so upset! My daughters birthday was on a Tuesday and everything in Utica is literally closed! I checked out early and they wouldn’t consider a refund for the 1 night i didn’t stay. No empathy, no options, no nothing. Aside from this I paid for a breakfast package. When I asked at my check in they said I have to ask in the morning and they will give me a “box”, NEVER HEARD OF SUCH A THING!!! when i checked out in the morning, they didnt offer my breakfast for my family. The sheets smelled like feet on one of the beds and the toilets were very loud when flushing. Nothing what I expected. Who takes reservations for a waterpark resort when everything is closed? They said “because it is also a hotel”… ok, well say something at time of reservations on what is included! They advertised the waterpark, I reserved thinking it will not be so crowded since it was a weekday and to my surprise no activities were open… ya’ll really need to consider on refunding for certain situations instead of being greedy!