Sunset Bay Resort & Suites

Organized a 30+ person family reunion. Toured the property and booked with Dawn last year -- and were enthusiastic about our choice. It was clear that she understood how small considerations and coordination made events like our successful. A month prior I checked back in to make sure all the details were still good. Got a response from different people. They shared a new room usage agreement and via email. We clarified that they could have someone open the room by 7am for our catered breakfast, and I clarified what I was understanding Sunday from 10am -> Wednesday 10pm. We didn't find out at this point that ownership had changed. Jay (maybe the new owner?) said "everything seems fine" and the "Sunset Bay Staff" seemed to be aware. I found out that it was under new ownership on the second night while at the campfire from the guest guitarist. What went well? My extended family generally had a good time. Easy access to the water, both pools and the lake. The Canyon Room was a great space, and the maintenance guy was stellar. Guest campfire guy, and fire-spinner were fun. Some of the rooms and facility has deferred maintenance challenges. If you're coming to spend time on the beach -- it won't be an issue. The indoor pool floor is extremely slippery, and we watched multiple people slip and fall. We visited, and knew what to expect. The bad: When we checked in and confirmed expectations for the room they no longer thought they had someone to open the room for breakfast. Each night I went to sleep not sure if we would have breakfast in the room we rented. Each morning I went looking for someone to unlock it for us. We had confirmed that the resort had horseshoes, but they front desk didn't know anything about it. By luck the maintenance guy who helps with their largest gathering knew where they were. Then on the last day I got a call from the front desk telling me that they expected us to be out the night prior. When discussed: the arrangement we had with the old owner was 3 days from dinner Sunday - after lunch Wednesday. But when the new owners shifted their policy their booking didn't make sense. Stuff happens. How you deal with the bumps show your character. The front desk staff dug in, "this is what the computer says." I ask to talk with the owner to work out a solution. They say "we can talk to [owner], but I can't let you talk to them." Then they made their problem my problem, how it was a staffing thing and they booked it for another group. And that their cleaning lady didn't work late enough. Staff presented that they were doing me a favor by compromising. It is reasonable to have employees who are "just doing their job," but if you want to resolve complex situations a ensure your guest have a great stay that needs to be somebody's job. And that person clearly wasn't working and couldn't be put on speakerphone. The difference between a 2-star and a 4/5-star review: 1. Giving us a call saying "Hey we are the new owners, and we want to make sure that your event goes as you had planned it with the past owners." Then resetting expectations if they weren't possible, or making a plan together to have a great stay. 2. Keeping your commitment to having the room open at 7am -- take away the stress, and the need for me to hunt people down so I can let the caterers in to set up. 3. Approach the misunderstanding with humility instead of self-righteousness. Look for solutions where everyone can win.

Great amenities, like kayaks & SUPs, 2 pools, arcade, etc. Very family friendly.

Beautiful view

Very old. Carpet needed to be clean.

Very nice view on the lake! Great employees!!!

The accommodations, location and value. Couldn't believe we got such a great price!

The Google directions made it difficult to understand. Once we knew where we were, it could have been easier to understand. But that's not the properties fault.

This property is right on a lake. There is a sand beach, outdoor activities, an indoor pool and a great staff.

It is an older property and being on water, you do get a slight musty smell in the rooms.

We have been coming to Sunset Bay resort for a few years now and we absolutely love it. It’s in a very nice quiet area surrounding Lake Delton and only 10 minutes to downtown dells. The property has two pools and working hot tube and a couple of slides inside. It’s a very small resort but homely! They have a private beach and the offer free kayaks to use. They have picnic tables and grills that you are able to use anytime. Even though the rooms are a bit dated, the rooms are clean and spacious. FYI, bring a portable outlet or charging station because they don’t have any in the rooms that work. Overall, I will absolutely continue to come and stay at this property!!

Very nice place.