Samantha Voigt

Review of Belhurst Castle

I was planning a girls trip for my sisters 30th bi...

I was planning a girls trip for my sisters 30th birthday and chose Belhurst. I called to book a suite and they said nothing was available. I decided to look online and saw the Dwyer House available for $615 a night and slept 8 which was perfect because there were 7 of us. I called back and they said oh we do have that available and i said i would like to book and it she seems surprised. I went ahead with the booking and got the confirmation email. Mind you i was never asked how many guests. I also call the spa to book a mommys massage, which was $130, for my sister who is pregnant and they were the sweetest and most helpful. I then called to make dinner reservations and they said they couldnt accomodate us so we booked elsewhere. At check in the manager asks how many and I say 7. He then proceeds to print out a new reservation and says I owe a balnace with no explanation. I ask why and he said because you have 7 so it costs more to make up the sofa bed. I get a little upset because I mention that no one had said this to me and the house sleeps 8. He then said i told them 5 people were staying and lied and it was my resposibility to call the hotel and make sure I told them the right amoutn of guests and they shouldnt have to ask. I pulled up my confirmation which stated 1 guest. He said he wouldnt budge and then said how about we cancel your resevration. I was so upset at this time that I decided to book elsewhere and my sister didnt even want her massage at that point. I have managed hotels and have never been treated so poorly. My sister reaches out to her friend who works in the restaurant and they were so upset at how we were treated. Michael and Brandon convinced us to come back to have dinner which he made room for. They turned out night around. I decide to take matters furthur and email the marketing manager and she apologized but agreed with the manager of the hotel and said she I called called to say 5 of us were staying which wasnt true and when I sent an email back stating how unacceptable this all was I recieved nothing back. Although I did get a refund I was left without a hotel and had to spend much more elsewhere, never got the massage done and then continued to go back to Belhurst to spend over 400 for dinner. I will never return to this establishment and am so upset that my sister 30th was ruined. Geneve on the Lake made our night and apologized for our experience in Geneva. I am extremely dissapointed in how the Belhurst is run given its name and that we were willing to spend over 1,000 on one night during covid. I would rather give my money to small businesses who deserve it and I will be sharing my experince with many.