FAQ's

Frequently Asked Questions

Find all you need to know about your upcoming Lake Geneva stay here. From age limits and flotation devices to restaurant delivery and transportation. If you still have questions please give us a call at (262) 249-3400.

Waterpark Questions

What are the hours of Moose Mountain Falls Waterpark?

Moose Mountain Falls is subject to Holiday and seasonal hours. See current waterpark schedule.

Do I need to bring towels to Moose Mountain Falls Waterpark?

Towels are provided at the lifeguard station inside Moose Mountain Falls.

How old do you have to be to need a waterpark pass to enter the waterpark?

Ages 12 months and older are required to have a waterpark pass to enter the waterpark. Children under 12 months of age are complimentary. 

How many people can I bring to Moose Mountain Falls Waterpark?

A one-bedroom suite includes four complimentary waterpark passes per day and a two-bedroom suite includes six complimentary waterpark passes per day. Up to four additional passes per room per day can be purchased, restrictions apply over spring break periods and during holiday time periods. 

Is Moose Mountain Falls Waterpark open to the public?

Moose Mountain Falls is not open to the general public. On weekends and holidays, Moose Mountain Falls is reserved for resort guests only. All other days, groups may purchase admission by contacting the Timber Ridge Lodge group sales office at (262) 249-4590.

Is proof of admission required for Moose Mountain Falls Waterpark?

Yes, wristbands are issued upon check-in. They must be worn at all times within Moose Mountain Falls; wristband colors change daily.

What is the age limit for children in Moose Mountain Falls?

Moose Mountain Falls is designed for children of all ages. However, adult supervision is required for children under the age of 16. Children who are not yet toilet-trained must wear swim diapers. Swim diapers can be purchased at Trader Jack's gift shop.

What is the age limit for children to use the hot tubs inside Moose Mountain Falls Waterpark?

We have three hot tubs inside Moose Mountain Falls. The indoor hot tub is for ages 16 and over. The indoor/outdoor and the outdoor hot tubs are for ages 7 and over. Children ages 6 and under are prohibited from hot tub use (WI state code 172.29). Children under 16 must have an adult in the water with them.

Am I allowed to bring my own food and drinks into Moose Mountain Falls Waterpark?

No outside food or drinks are permitted inside Moose Mountain Falls, however, food and drinks are available for purchase at the Hungry Moose food court. Glassware is strictly prohibited.

Are flotation devices permitted in Moose Mountain Falls Waterpark?

Water wings and baby floats are permitted in Moose Mountain Falls. Timber Ridge does not provide these items; however, they can be purchased in Trader Jack's gift shop. Timber Ridge does provide life vests based on availability. They are provided at the lifeguard station inside Moose Mountain Falls. All other flotation devices are not permitted.

Are there lifeguards in Moose Mountain Falls Waterpark?

Moose Mountain Falls does have lifeguards on duty at all times. All lifeguards are trained in first aid, CPR and shallow water life guarding skills by a licensed instructor. Moose Mountain Falls is a Red Cross safety certified facility.

Are there height requirements in Moose Mountain Falls Waterpark?

Children must be at least 48 inches tall to ride the body slide. Children under 48 inches tall may ride the tube slide with a parent.

How do I protect my skin from chlorine irritation?

Locker rooms are available to shower both before and immediately after using Moose Mountain Falls. This will help eliminate any chlorine left on the skin. Also, follow posted time limits for whirlpool use. Finally, after showering, use lotion to moisturize the skin. All of these precautions are highly recommended.

How do I protect my bathing suit from chlorine bleaching?

Suits should be rinsed in cold water and hung to dry immediately after leaving the waterpark. This will rinse off any chlorine left on the suit. Many bathing suits are not made for extensive exposure to chlorine, which can cause fading. Please check the manufacturer's label.

Do you have ADA lifts in the waterpark?

Yes, we have ADA lifts to access all areas of the waterpark including the lazy river, activity pool, outdoor activity pool, indoor/outdoor hot tub and outdoor hot tub. Please ask the lifeguards for assistance when needed.

Lazy River

Overnight Stay Questions

What are check-in and check-out times?

Check-in time is 4:00pm and check-out is 11:00am. Late check-outs are subject to availability and subject to a fee. 

What is your cancellation policy?

A one-night room/package, resort fee & tax deposit is due upon reservation. This deposit will be charged to the credit card provided upon booking. Timber Ridge Lodge has a 72-hour cancellation policy. All cancellations must be made 72-hours before arrival to receive a full refund on the credit card provided.

What does the Resort Fee cover and is it mandatory?

The Resort Fee is a mandatory fee, per each night of your stay. A number of services are included, such as high speed internet access, and are detailed on the Reservation Policy page.

Do you allow pets in your hotel?

With the exception of service animals, Timber Ridge Lodge does not allow pets in the hotel. The front desk can assist you with local kennel information.

Are there age requirements to reserve a room?

You must be 21 or older to reserve a room at Timber Ridge Lodge.

Are pack-n-plays or rollaway beds available?

Yes, these items are available upon request. Pack-n-plays are complimentary, while rollaway beds incur a $15 per night fee.

Are there hairdryers in the rooms?

Yes, hairdryers are available in each room. For a list of in-room amenities, please see the Accommodations page for details.

Do you have high speed internet access in the guestrooms?

Do you allow scooters or hover boards at Timber Ridge?

No, the use of hover boards, scooters, skateboards, etc is prohibited anywhere on resort property.

Guest Rooms at Timber Ridge

Activities Questions

Are reservations required for spa services? Are there age requirements?

To ensure availability, spa reservations at Grand Geneva's WELL Spa + Salon should be made several weeks in advance. Salon services are available to all ages, but children under 16 must be accompanied by an adult. Grand Geneva's Fitness Center is available to guests 16 and older. For guests 16 years and younger, please inquire about spa service availability with reservations or the spa front desk.

What activities does Timber Ridge offer?

Two award-winning golf courses, an 18 run ski and snowboard facility, indoor and outdoor tennis, indoor and outdoor pools, horseback riding, bike rentals, 18-hole disc golf course, hiking trails and hay or sleigh rides depending on the season. Please visit the Activities page for more information.

Are childcare or kids activities available?

Yes, a daily Kids Are Grand program provides activities for children 4-12 years of age. For children under 4, in-room childcare is available.

Dining Questions

Do you have Room Service?

Smokey's Bar-B-Que House offers a To Go menu. Simply call in or stop by to place an order. The order can be picked up and brought back to your room.

Do I need a reservation for dining?

Smokey's Bar-B-Que House at Timber Ridge serves on a first come, first serve basis as well as the Grand Café at Grand Geneva. We strongly encourage advance reservations for dining at Geneva ChopHouse and Ristorante Brissago.

Transportation/Directions Questions

Do you have a shuttle to/from the airport?

The hotel does not have an airport shuttle, however we do have more information about airport shuttle options or concierge assistance.

We will be driving to the resort. Can you give us directions to your hotel?

For more information, please refer to our Location page.

PARTY & DAY GROUP FAQ

When can I have my group?

We do groups of 10 or more in the waterpark Sunday – Friday during non-holiday periods. We accept group bookings at least 7 days in advance but our dates do book up months in advance. Check party availability by reaching out to our group sales manager

How much does the event cost?

Event cost depends on the amount of people and the day of the week. On Sundays, we do have a $5 per person premium. Please see our group rates page for more details.

How long are the events?

The typical event lasts 4 hours. We do not regulate the amount of time spent in the park, but ask that you let us know your estimated start and end times for the party.
We don’t have any time restrictions for groups Monday – Friday, but on Sundays, we ask that groups come in after 12:00PM. The waterpark hours vary by day: Monday – Friday, we open at 10am; Saturday and Sunday, we open at 9am; Sunday – Thursday, we close at 8pm; Friday and Saturday, we close at 9pm. 

How many people can come?

A minimum of 10 guests is required for day group waterpark entry. Our group rates start at 10 people, including children and adults. Typically parties are around 20 guests, including adults. With certain restrictions, we can do day groups as large as 300 in the waterpark! Please contact group sales for details.

What if I want to come with less than 10 people?

In general, there are three ways to gain access to the waterpark: With an overnight guestroom reservation, with a day group of 10 or more people, or with a Day Tripper. The Day Tripper is a package through our reservations department that offers a guestroom in the hotel during the day and 5 complimentary waterpark passes. The Day Tripper starts at $109, and can only be booked a maximum of 2 weeks in advanced (subject to availability). With the overnight guestroom reservation and the Day Tripper, a maximum of 4 additional passes can be purchased (based upon availability) at $25 each plus tax. Please call us at (866) 636-4502 to check Day Tripper or overnight guestroom availability. 

Where is the event located?

When arriving at the Grand Geneva Resort, Timber Ridge will be past the Dan Patch Stables and the entrance archway on your right. When entering Timber Ridge, the group check-in desk will be in the lobby across from the front desk. One of our amazing activities coordinators will give you all the wristbands needed for your party. The waterpark is located on the level below the lobby. Parties are held inside the waterpark, and tables are on a first come first serve basis. Across the hall from the waterpark are the locker rooms on one end and the arcade on the opposite end. We do have a package add-on that offers a section of our Cascades Ballroom starting at $100 for up to 4 hours; check it out here. For the package add-on, the Cascades ballroom is located lobby-level.

What is your policy on outside food?

All food and beverages inside the waterpark need to be provided by the hotel. All food and beverages can be purchased from the Hungry Moose Food Court located right inside the waterpark. The only exception to this is a birthday cake – groups are permitted to bring inside 1 cake or cupcakes; both homemade and bakery-made items are acceptable. We also offer cake options provided by our skilled pastry chefs. 

Do we have to have parents/chaperones at the event?

While we do have a full staff of trained lifeguards, we ask that groups chaperone their participants. Parents can come into the waterpark by purchasing non-swimming, observer wristbands. To ensure the enjoyment and safety of all guests in the waterpark, the following guidelines are to be followed:
Age of Child                          Chaperone(s) Required
 0 - 2 Years of Age               One Adult per Child
 3 - 4 Years of Age               One Adult per every 3 Children
 5 - 6 Years of Age               One Adult per every 6 Children
 6 -10 Years of Age              One Adult per every 15 Children
11-15 Years of Age              One Adult per every 20 Children

Can we bring in our own decorations?

Absolutely! Feel free to bring in your own table decorations to make the space yours. Tables inside the waterpark are on a first come first serve basis. Due to allergies and ceiling height, we cannot allow any balloons inside the waterpark. 

Where do we go the day of the event?

On the day of the event, wristbands can be picked up at the front desk or group check-in table. Our Activities Team will be your point of contact during the event.

Do you provide towels and life vests?

Towels and life vests are reserved for overnight hotel guests. Please have everyone in your party bring their own! 

Are there lockers available?

Lockers are available for a fee on a limited basis – please do not leave valuables unattended. Timber Ridge Lodge & Grand Geneva Resort are not liable for lost or stolen items. 

Is there anything that we can’t bring into the park?

Due to safety or health code reasons, the following items are not permitted inside the waterpark: backpacks or large bags, outside food or beverages, glass items, and balloons. 

How do I reserve a group or party?

To check availability, please contact group sales. Groups of 10 or more must be booked at least 7 days in advance. Once an available date is selected, contact information, group name, start and end times of the event, and the number of guests will be collected. Once this information is gathered, an agreement will be sent to you via email to secure your date; a 50% deposit is due back to the group sales manager with the signed agreement. The remaining balance and final guest count is due back to the activities coordinator 7 days prior to arrival. 

Family Friendly Waterpark in Lake Geneva
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