Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/2-5/4 Spent two nights at the resort which came to $650. The room had ants, no working remotes, peeling wallpaper and paint on the curtains. Went to an onsite restaurant and there were only two tables, us and another family. The menu was limited and then we tried ordering and half the limited menu was not available. Our order and the other families orders were mixed up. Appetizer came last and my husband's meal was 15 min after ours and it was cold. The next day I went to the Cafe. It was advertised all over the resort that Moms get a free cookie all month. My kids were thrilled. The ladies at the Cafe said they didn't have any free cookies and none were being made. This place is ruin terribly. I spoke to the manager who offered us a different room on a different floor. We were there with two little kids and a bunch of stuff and it was too hard to try to move rooms while we were at the water park all day. We'd like 4 day passes to make this up. We did a great deal of work to save up for this trip and left completely disappointed.

  Business Response

  Date: 05/13/2025

  In response to Ms. ******** our team extended every courtesy for her inconvenience as we sincerely strive to exceed our guests' expectations.  As Wisconsin's #1 lakefront resort, we go to great lengths to keep the natural elements of a waterfront location at bay and offered to upgrade her location to a higher floor.  We arranged for our bell staff to transfer all of their luggage, simply asking that it be packed in advance, but at their convenience.  When we arrived, personal belongings were not packed as anticipated, so we left the keys for the new suite along with a note of apology and a number to call when they would like our assistance.  We also left a $100 gift card for their use throughout the resort.  The guest did not call to initiate the relocation that day or the next in spite of calls to her cell phone and the suite.  At check out, she indicated she preferred not to have to change rooms even though her issue had been the presence of ants. 

  Regarding the concerns of their dining experience, the resort is undergoing a full property renovation and all guests were notified of our limited menu through pre-arrival emails and all of our public space televisions and monitors.  In addition, the menu presented the night of their visit to the restaurant stated all of the items available for that evening.  When she brought her concern to the Front Desk, the agent offered to have a manager meet with her, but she walked away mid-conversation without allowing any resolution.  This entire stay is a great sadness for the guest and for our entire service team.  With more than twenty years of operation here along the shores of ************* in historic downtown Sheboygan, we take great pride at the number of families and businesses that return each year for our midwestern hospitality and natural beauty.  Our offer of the $100 gift card was a sincere gesture, along with the opportunity to relocate to a larger suite on an upper floor.  As the stay was paid in advance with a gift card, there was no other opportunity to refund an additional amount to a credit card.  If there had been any reply to our repeated calls to change suites or a statement that $100 was not an adequate compensation at the time of check out, we would have been happy to discuss other options.  At this crossroad, we genuinely feel our team made a sincere effort to redirect this stay to a positive experience, but were not able to do so.  *********************** to return to Blue Harbor Resort in the future, I would invite her to reach out to me directly and we will make every attempt to ensure her return supports our motto, It's Always Better at the Blue.  I can be reached at ************ at her convenience.  Again, we appreciate our guests have many choices of where to stay and we remain grateful that she and her family chose Blue Harbor Resort.  Thank you.

  Customer Answer

  Date: 05/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.

  We were offered the same room, one floor up... it was not an upgrade and farther from the waterpark. We have two toddlers and there was no time on the day we were using the water park to pack up and move to a room farther away.

  There was no communication about a $100 gift card. I had no idea about a gift card until I read the reply here. Why wasn't this gift card ever brought up to us? I received one voicemail, which again did not mention the gift card. Why is the gift card not being sent/mailed/emailed to us now? This would be a remedy as we share experiences in many formats with others families and without a resolution the resort loses on reputation alone.

  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:11/30/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We stayed at the resort on the 25th Nov thru 27th we got charged a 250 dollar fee days after we left. The said the house keeping smelled smoke. Complete bs, no one smoked in the room. They think they can just charge your card. I called blue harbor to speak with someone. they Sent me to an answering machine. What kind of business doesn't have a manager on duty.