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Kevin H

Awful service, gives Jersey a bad name

Review of Minerals Hotel
1.0 of 5 bubblesReviewed 19 Mar 2024
Awful service. Terrific food and facilities. Hope to never go back to see the waitress’s again. There was one who I literally said “thank you, ma’am” to… probably one of the most polite things you can say where I’m from. Got a very sarcastic, “you’re welcome… SIR.” I was being sincere when I thanked her, and even after approaching her and apologizing then explaining I was not trying to be offensive, she said that she was “busting me because I was busting her.” When I again tried to explain that that was not what I meant, beyond all belief, she started shouting over me, “OH! OH! OH!” Like we were in a screaming match, so I just had to walk away from the woman. It was the rudest and most bizarre customer service experience I think I have ever received.
Date of stay: March 2024
Room Tip: Just try to avoid the old waitress’s
Trip type: Travelled on business
2.0 of 5 bubblesValue
1.0 of 5 bubblesLocation
1.0 of 5 bubblesService
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Crystal Springs, Guest Services / Front Office at Minerals Hotel, responded to this review
Responded 20 Mar 2024
Dear Kevin,

I'm so sorry to hear about this poor service experience you described having with one of our server's and can assure you that this does not at all match our incredibly high hospitality standards. That said, I was unable to locate you in any of our system's but would love to speak with you directly to learn more details so I can share this feedback with our restaurant manager.

At your earliest convenience, kindly email me at service@csresort.com, and please be sure to include your contact information along with what day/time this occurred.

Thank You,

Mike
Guest Experience Manager
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 20 March 2024

I have a reservation for the Minerals Hotel in about a week. It's about an hour away from my town, so my husband and I took a ride up to look over the place. I spoke with Mia at the front desk. Mia is one of the most knowledgeable and amiable reps in customer service I've dealt with in ages. She took her time with us and answered our questions with ease. She even pointed out so many tips we wouldn't have known if we hadn't spoken with her. There were some negative reviews out there but after meeting with Mia I have great expectations for our stay. Mia is truly an asset to Minerals resort as she represents your establishment well. I hope she's promoted as she's clearly capable of much more. I will follow up with my review of Minerals after our stay and I hope Mia is there when we check in.

Date of stay: March 2024
Trip type: Travelled with family
Thank 0delia0
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Crystal Springs, Guest Services / Front Office at Minerals Hotel, responded to this reviewResponded 21 March 2024

Thank you so much for letting me know about the wonderful service you have received from Mia! We receive so many guest compliments for her as well as many of our other amazing staff members.

That said, we look forward to you updating us on the spectacular stay experience you are sure to have next week and can't wait to see you!

Mike
Guest Experience Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 March 2024

There was so much to do off season. The activity schedule is wonderful. There is something for everyone. This is also great for families. Food is fantastic and the staff couldn't have been nicer. My fav was the outdoor pool at night and we loved goat yoga.

Room tip: . There are lots of activities during the day for everyone. No complaints.
Date of stay: March 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
Thank Diane T
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Crystal Springs, Guest Services / Front Office at Minerals Hotel, responded to this reviewResponded 14 March 2024

Hello Diane,

I'm so glad you had such an amazing time and stay experience here at Minerals Hotel. We appreciate you taking a few moments share this wonderful feedback with us and hope to see you back again very soon here at Crystal Springs Resort!

Mike
Guest Experience Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 February 2024

1)Front desk staff would not hold one suitcase for us while we used the pool until room was ready. This required 3 trips all the way across the huge parking lot to get our things as needed.
2)I asked if our room was ready at 3:45pm before we had to go over to the other property for glice skating and curling. NOPE. Not "guaranteed until 4pm"... (even though the 2 families in front of me were just given key cards...) so we needed to use the locker rooms again (terrible condition, wet towels and dirty cups and straws everywhere)... instead of having a room 13 minutes early. As soon as we got to our vehicle, I got the call that the room was suddenly ready. Too late, now we are driving to the other property.
3)Glice skaing was a waste of money. You cannot actually glide forward, but your skates will slide sideways. Nothing like real ice skating, which they don't claim it is... but it is not fun when you cannot actually glide forward. ***While we had to reserve a time for this, pay extra, and sign waivers, there were tons of people just running around on the plastic panels without skates and without paying or making reservations. The kids had more fun running around with sneakers on.
4)Curling was fun, and attended by a great staff member. The glice panels are pretty tired however. Huge seams that make the stones jump and bounce, and they all slide towards the middle anyway.
5)There was a septic truck pumping out tanks while we were glice skating and curling, and the smell was overwhelming for the entire experience.
6)Head back to Minerals, the room is now ready. What a disaster. Not only was it not worth $450, it was not worth $100. It was extremely tired. Banged up furniture, dirty and worn carpet, bathroom cabinets falling apart, a ceiling fan with warped blades and dead flies in the light bowl, and a sliding door with bugs stuck in the grease on the track.
7)Humidity and overwhelming chlorine vapors from the pool complex flow all the way down the dark and dingy halls. The walls of the hallways are a mosaic of touch up paint. The light bulbs are different colors or not working.
8)The pool complex appears to be run by high schoolers. Both pools (indoors and out) was nearly shoulder to shoulder with people. Not enjoyable to be stepping on cups at the bottom of the pool, swimming with band-aides floating around, empty cans surrounding the border. Staff walking past empty cans. No room to even walk around the indoor pool deck. It is about 3 feet wide with chairs set up in the way. After 9pm the outside pool area was a cloud of weed and college kids. Looked like a blast, but not exactly family friendly with young kids. While in the outside pool, you can look over at the half drained summer pool, it is swamp green and uncovered. Not exactly like the pictures... haha.
9) Told we had a $40 credit for breakfast, so we went to breakfast. They sat us with no mention of prices, but did said tip was included. A standard breakfast buffet cost more than taking my family of 4 out to dinner. That was not revealed until check-out.
10) Another fee to use my credit card at check out for the activities and food.
When I mentioned how tired the room was, the staff said "Yeah, we are due for a renovation for sure."

Minerals is extremely worn and tired. Even if all of the add-ons we booked were included, I would still not go back.

Date of stay: February 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
1  Thank robertdL414OZ
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Crystal Springs, Guest Services / Front Office at Minerals Hotel, responded to this reviewResponded 1 March 2024

Dear Robert,

Thank you for staying with us at Minerals Hotel last week and also for sharing all of your honest feedback with me.

I'm very sorry to learn about the many aspects of disappointment you experienced during this recent stay and wanted to let you know, that we appreciate all of your feedback and that it has been shared with our hotel operations team.

Given all the issues you experienced with your room as well as with many ther things throughout your stay, I hope you had taken the opportunity to speak directly with one of our actual managers prior to checking out of the hotel so they could help make this better in the moment for you and your family. Our managers are wonderful at assisting our many guest's, but without knowing there is an issue, are unable to try and course correct anything.

Regarding the overall busyness of the hotel and some of our amenities such as the pool areas, please understand, your stay occurred during Presidents Day week when both of our hotel's experienced an enormous influx of familes with children who were off from school. The pool areas are generally always going to be the largest attraction for most hotel guest's and seating and availability for these areas are first come first serve.

That said, it is completely unacceptable for any of our staff members to intentionally walk passed garbage without making an effort to pick it up themselves or call for additional assistance if required. At times this can be quite a challenge when guest's do not follow the rules of the pool and our lifeguards always need to prioritize guest safety first. Our pool team does maintain the cleanliness of all areas continuously as well as to ensure the pool and hot tub water is adjusted every 2 hours to ensure we are within a safe range for our guest's.

I did want to also let you know that the prices for the breakfast buffet are included on our website as well as posted on a sign leading into the buffet area when checking in. The credit card convenience fee was also disclosed to you by your reservations specialist at the time of booking this stay and this info is also included on our website, on all email confirmations, posted on signs at the front desk as well as signed off on by the guest at registration prior to receiving your room keys. We do not charge this fee if you pay in cash, which I realize is not convenient for everyone, or by simply using a debit card instead. Looking at your specific reservation, you were not charged for this fee. Nevertheless, we are sorry for any misunderstanding regarding this policy.

If you have any other questions, concerns or general feedback to share with us, I can be directly reached at service@csresort.com.

Kind Regards,

Mike
Guest Experience Manager

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Reviewed 28 February 2024

Went for a girls spa weekend and had a great relaxing time. The hotel was clean and well appointed and the spa services were great.

My one recommendation is if you go to cabaret show at the grand cascades don't order the cheese fondue. Go with the chocolate one instead. They don't offer bread with the cheese fondue and instead give you a charcuterie place with apples, tomatoes, cheese and meat. Seems odd to be dipping cheese into cheese. Also the cheese they give you is like movie theater nacho cheese. The drinks however were great and the performances were stellar.

Be advised if you go on a school holiday there will be a lot of families and kids there because they have lots of family friendly activities in and around the resort.

Date of stay: February 2024
  • Trip type: Travelled with friends
    • Value
    • Location
    • Service
Thank Natalie F
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Crystal Springs, Guest Services / Front Office at Minerals Hotel, responded to this reviewResponded 1 March 2024

Hi Natalie,

Thank you so much for taking a few moment to review your recent stay experience with me. I'm so glad that overall, your time with us was worthy of your 5-Star rating!

Regarding your feedback for the Crystal Cabaret show, I'm so sorry you did not enjoy the fondue as well as assortment but will absolutely share your feedback with our food and beverage team who oversees this area.

That said, we can't wait to have you back again sometime soon – CHEERS!!

Mike
Guest Experience Manager

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Reviewed 23 February 2024

Overall great experience. We are local and stayed for just one night to let the kids enjoy the pool during their break (and boy did they!)
Pros: very friendly staff, food and service at Kites and the buffet were good (pricy but most hotel restaurants are), kids absolutely loved the pool, lots of amenities (yes some are an extra cost), beautiful setting.
Cons: game room/staff were great but lots of the arcade games not working - they're so expensive anyway I was kind of relieved. Sound proofing isn't great for sleeping - for one night it was fine and in general I come to expect that at lot of hotels but I can see where some would complain. It's not a brand new resort so yes, some areas are showing signs of aging in some areas more than others.

My kids loved it and already want to go back. It was a very expensive stay for us especially for one night, but when able to would take them back!

Date of stay: February 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
Thank jmccreay
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Crystal Springs, Guest Services / Front Office at Minerals Hotel, responded to this reviewResponded 23 February 2024

Dear jmccreay,

Thank you for taking a few moments to share your experience with me and the rest of the Trip Advisor community.

We're so glad that overall, you and your family enjoyed your stay at Minerals Hotel, and that your kids absolutely loved our pools – they are certainly a favorite for all!

We look forward to seeing you all again at some point in the future!

P.S. Make sure you sign up for our marketing e-blasts, so you don't miss out on any special stay packagesl and offers :)

Mike
Guest Experience Manager

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