Frequently Asked Questions (FAQ)

We understand many questions arise as you plan and prepare for your Green Lake getaway. We are hopeful this Heidel House information is provided within our FAQs. However, if your question isn’t listed here or you would like additional assistance, please call us at 800.444.2812. We are happy to help with further inquiries. 

Reservations
  • Is a deposit required at the time of reservation?
    • Room reservations are guaranteed by advance deposit equal to one night’s stay. Heidel House Resort reserves the right to accept guaranteed reservations only.
  • What is your cancellation policy?
    • If you would like to cancel your reservation, please do so by 3:00 p.m. at least three days prior to arrival to avoid a cancellation fee of one night’s lodging. All cancellations prior to three days will be refunded minus a $20 service fee.
  • Do you charge a resort fee?
    • Heidel House Resort & Spa does not charge a resort fee.
 
Arrival
  • What time is check-in and check-out?
    • Check-in begins at 3:00 p.m. and check-out is prior to 11:00 a.m.
  • Can I have an early check-in or late check-out?
    • Early check-ins are upon request and cannot be guaranteed. We welcome you to call the morning of your reservation to get a better outlook on how soon your room will be ready. Every effort will be made to accommodate your request.
    • If you would like a late check-out, please call the front desk the morning of your departure. We will make every effort to accommodate your request. There is a charge for rooms occupied past check-out time without prior approval.
    • If we are unable to accommodate your early check-in or late check-out, we are happy to store your luggage for you.
  • Can I have directions to the resort?
    • Visit our location page for driving directions and a map
  • Is there a charge for parking?
    • No. Guests are welcome to park in any of our parking lots free of charge.
  • Can I bring my pet?
    • Unfortunately, except in those cases of service animals trained to assist individuals with disabilities, pets are not allowed on resort property. We are happy to provide you with information on area kennels.
  • Where can I secure valuables during my stay?
    • Our front desk staff is happy to assist you in storing valuable items in a safety deposit box at no charge. Please check your room thoroughly before departure. We cannot be held responsible for items left in your room.
 
Guest Rooms
  • Do I have access to wireless Internet?
    • Complimentary wireless Internet is available throughout the resort including in the lobby, guest rooms and meeting rooms. Sorry, there is no WiFi access in our vacation rentals.
  • Are roll-away beds or cribs available?
    • Roll-away beds are available for a charge of $15 per night. Cribs are available for no charge (based on availability).
  • Do you have handicap accessible rooms?
    • Yes, handicap accessible rooms are available.
  • Do the rooms have a microwave or refrigerator with them?
    • Our rooms do come with a small refrigerator and you may request a microwave, but it is not guaranteed with the accommodations.
 
Dining
  • When are your restaurants open?
    • Dining room hours vary from season to season. For current hours, please visit the Grey Rock, Sunroom, BoatHouse and Pump House Ice Cream Parlor pages, or call us at 800.444.2812.
  • Is room service available?
    • A room service menu is provided in your guest room directory. Touch 257 from your room phone to place an order.
  • Can you accommodate special requests or dietary restrictions?
    • Yes; it is our pleasure to enhance your dining experience in any way possible. Please contact us in advance so that our restaurant manager can work with you to accommodate your needs to perfection.
  • What is the dress code in your restaurants?
    • All of our restaurants offer a relaxed lakeside atmosphere, where guests are welcome to dine in casual dress.
 
Evensong Spa
  • Is there a spa on property?
    • Evensong Spa is located across Illinois Avenue. There is a walking path guests can use to easily get to and from the spa.
  • Is there an age requirement for spa appointments and access?
    • Guests must be 18 years or older to access spa facilities and receive services.
  • Is there a spa access fee?
    • Yes, there is a spa access fee. However, weekday access to Evensong Spa facilities is waived with any 80-minute service or two services per guest per day. This includes the Labyrinth, waterfall whirlpools, steam rooms, luxury relaxation room, shower facilities and Spa Café. Weekend access to facilities is available only with the purchase of a service. Heidel House Guests: $15, General Public: $25
  • Do I need to make advanced reservations?
    • It is recommended that you make spa reservations several days in advance.  A credit card is required at time of reservation. To make your appointment or for hours of operation, call 920.294.3347 or 800.444.2812.
 
Miscellaneous
  • Do you have a gift shop?
    • Our gift shop is located to the right of the entrance within the Main Lobby. A variety of souvenirs and gifts are available as well as convenience items to supplement your stay. Browse through Heidel House apparel, spa products, scarves, handmade greeting cards and more. You can also book spa appointments at the gift shop. Please contact the front desk for current gift shop hours.
  • Is child care service available?
    • Child care services are available year-round. Reservations are required 48 hours in advance and based on availability. Please contact the front desk for more information.
  • Do you provide laundry and dry cleaning services?
    • A laundry bag and a valet slip are located in the closet of each guest room. Please fill out the information and drop off the laundry at the front desk prior to 8:00 a.m. Monday through Friday. Sorry, this service is not available on weekends or holidays.
  • Do you have an ATM?
    • Yes; an ATM is located behind the staircase on level one of the Main Lodge, across from the entrance to the BoatHouse Pub.
  • Do you have a business center?
    • Our Business Center is located within Main Lobby and offers a range of services including computers with Internet access, printers and more. For additional assistance, including making copies, please contact the front desk.
  • Do you have a fitness room?
    • Yes; our fitness room is available to you 24 hours a day. Your room key provides you access. Find it on third floor of Lac Verde above the indoor swimming pool.
  • Do you allow smoking on the balconies in the rooms?
    • No, we do not allow smoking on the balconies in the rooms; the entire room is considered nonsmoking. There are designated areas around property to smoke.
  • Are there designated smoking areas on property?
    • Yes; All Heidel House Resort & Spa guest rooms, buildings and restaurants are smoke-free, but smoking is allowed at building entrances and property parking lots.
  • Do you allow any docking on property and is it over night?
    • We do allow day docking on our public piers, but from dawn to dusk only. We do require you to pull your boat out of the water and park on the grounds overnight.
  • Do you offer boat rentals on property?
    • Yes; Action Marina located on our beach offers optional boating rentals to our guests. For more information and pricing, please call Action Marina directly at 920.748.2600.
  • Are the indoor and outdoor pool heated?
    • Yes; the pools are set between 78 and 82 degrees for your swimming pleasure.