I booked a 3 night Stay and on day 1 I want to go back home. The beds are very uncomfortable my back hurts, the arcade is overpriced, the food at dinner and show was not good at all, the front desk women at spa was rude when I was asking for information. I woke up to use the bathroom and found a roach 😳. This property is so outdated and not worth the money me and my family spent. I would book somewhere else!
Dear Quest369087,
I'm so sorry that you did not enjoy your stay with us and would love to hear more details about the issues you experienced while at the hotel. I can be reached directly at service@csresort.com and hope to hearing back from you at your earliest convenience.
When reaching back out, please include your booking confirmation number so I can be of the best possible assistance to you.
Warm Regards,
Mike
Guest Experience Manager
Awesome place to stay for families. Lower level rooms have outside access via a sliding glass door. Great for kids! We packed bubbles and a ball for additional fun! Only drawback is the room does not have a microwave. There is a refrigerator though. The cafe has a variety of items as well.
Dear Tracy,
Thank you for sharing your personal stay experience with me and the rest of the Trip Advisor community.
I'm so glad your family had a blast overall and will gladly pass along your feedback to our hotel operations team :)
We hope to see you again here at Crystal Springs Resort!
Mike
Guest Experience Manager
There was a live wasp nest under our room window and wasps were in the room. Front desk lady gave us the room directly above, more wasps.
Restaurant food was awful and I had to spit out the gross scrambled eggs.
The facility is like a worn down old Pocono resort. We will never return there.
Hello newmaninseinfeld,
I'm sorry to hear about your disappointment but wanted to thank you for sharing your feedback with me.
At your earliest convenience, kindly let me know which room numbers you had stayed in so I can share this with our hotel operations team in case this was not mentioned prior to your departure. I can be directly reached at service@csresort.com.
Thank You,
Mike
Guest Experience Manager
My family and I did a daycation package. It included a day to enjoy the hotel amenities as well as a credit for food, drink, and a spa treatment. There were a few hot tubs, a cold plunge, saunas, and both indoor and outdoor pool options. The facility is run down. It really needs to be renovated. There are chunks missing both from the wall of one of the hot tubs and tiles missing throughout the various pools/tubs.
the spa only allows you to be in the area 15 minutes before your treatment as there’s no lounge or area to hang out in. once your treatment is over you get 15-30 minutes to soak your feet in salt and essential oils and then you’re done.
the staff in the spa were politely rude. they weren’t overly friendly when asked questions and when we tried to explain that the person on the phone gave us alternate prices they dismissed it and wouldn’t explain further. they do let you use your voucher credits towards the massages if you don’t want to eat in the restaurant upstairs.
the communication from the spa staff and the lack of tranquility areas to relax in before the treatment was off putting. overall we didn’t really like the experience and would not go again. everything was just too average to justify the cost.
Dear Megan,
Thank you for sharing your experience with me as well as the rest of the Trip Advisor community. We're saddened to learn that you did not feel like you had received great value with your special Daycation offer.
I did want to let you know that the areas you mentioned down in the Minerals Pool Complex are being addressed by our operations team.
Regarding the Elements spa experiences for you, Nicole as well as Sandra, I can assure you that it would never be anyone's intention to come across as rude. Nevertheless, we are very sorry if anyone on our spa team did in fact make you feel uncomfortable in any way at all.
That said, our Elements Spa is rated #1 in the entire state of NJ and we are service/appointment based only. Unfortunately, we are not set up in a way where you can plan to spend the entire day enjoying those specific spa amenities as with some other day spas nor do we marketing ourselves as this type of day experience. You do however have full access to all of our awesome Minerals pools as well receive a dining voucher to use as you had mentioned.
Thank you again for sharing your group's feedback with me. We are very sorry if you left us disappointed but do hope you enjoyed your actual received treatments and that you would reconsider returning to Crystal Springs Resort again at some point in the future!
Warm Regards,
Mike
Guest Experience Manager
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.
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
