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Mary S
liverpool, United States

Meh

Review of Minerals Hotel
2.0 of 5 bubblesReviewed 30 Aug 2024
Golf courses are very nice, but as for the resort - the pictures make it look nicer than it is. Landscaping is nice but most of the rest of the physical plant needs a refresh. Everything - elevators, walls, hallways, stairwells - is a little beat looking and needs some TLC. Their "systems were down" for the entire time we were there, making booking things a challenge. It resulted in a lot of time on hold to their reservation line. They charged us a convenience fee, even though we tried to pay in cash to avoid that but couldn't because of the "systems being down." They promised to remove the fee. After two stops at the front desk and two phone calls to their customer service line, I'm still trying to get it waived. Nice little scam. Also, a relatively rude clientele - lots of f-bombs being thrown by loud drunks all around the swimming pool regardless of how many little kids were around. The bar and restaurant were mediocre - put hairnets on the staff with long hair and get some serving tools and gloves! It just wasn't very clean.
Date of stay: August 2024
Room Tip: Good for golf - make reservations early
Trip type: Travelled with family
2.0 of 5 bubblesValue
2.0 of 5 bubblesRooms
3.0 of 5 bubblesLocation
2.0 of 5 bubblesCleanliness
2.0 of 5 bubblesService
2.0 of 5 bubblesSleep Quality
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Crystal Springs, Guest Services / Front Office at Minerals Hotel, responded to this review
Responded 23 Sept 2024
Dear T8244WVmarys,

Thank you for visiting Minerals Hotel last month and sharing your experience with me.

I'm so sorry for the inconvenience when our system's went down and would like to assist you directly with the credit card fee if this is still a remaining issue. Kindly email me directly at service@csresort.com, and please include all of your booking confirmations so I can be of the best possible assistance to you.

Regarding some of the inappropriate language heard from other hotel guest's, we are obviously not respnsible for the behavior of others however, I do apologize that this contirbuted to your poor experience nevertheless.

I have also passed on your dining related feedback to our food and beverage managers so they can be made aware – needless to say, maintaining proper food handling guidelines is very important to us, so thank you for bringing this to my attention.

Kind Regards,

Mike
Guest Experience
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 29 August 2024

I have never written a Trip Advisor review before (I rarely write reviews in general) but I had to write a review just to set the record straight - this place is amazing! I was nervous after having read mixed reviews, but my family and I had the best time. Seriously, my kids all agreed that this was their favorite vacation ever. There was so much to do, the rooms were spacious and clean (we got 2 connecting rooms), the grounds were beautiful. My kids loved all the pools and activities like rock climbing, archery, movie night, crafts, axe throwing, etc. Special shout out to Sheryl in the Adventure Club- she was so warm, friendly and patient with a really positive vibe, and Sue and Alex at the front desk were so pleasant and accommodating. Really great experience and we will definitely be back!

Date of stay: August 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank N8577OQrebeccab
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 29 August 2024

Dear Rebecca,

Thank you so much for taking a few moments to share the wonderful experience you had at Minerals Hotel with me!

We appreciate your kind and gracious review and yes, reviews often times depict some of the most extreme situations that can be in some cases, grossly mischaracterized by whoever write's them.

I am absolutely delighted to share your warm words with those you mentioned as well as with the rest of our hotel operations team :)

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

Mike
Guest Experience

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Reviewed 27 August 2024

Best place ever with lots amd lots of activities included as archery,laser shooting, axe trowing, rock climbing, pools,jacuzzi,steam room and sauna,gym,yoga,meditation, zumba,basketball, pickleball etc with amazing food and wonderful staff!!!

Date of stay: August 2024
Trip type: Travelled with family
Thank lidiad967
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 29 August 2024

Dear lidiad967,

I'm so glad you love it here at Minerals Hotel!

Thank you ever so much for your incredibly kind review – please visit us again sometime soon!

Mike
Guest Experience

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Reviewed 18 August 2024 via mobile

Will not be coming back here! I was here with my pregnant wife and 3 year old daughter for a long weekend. They gave us a room facing a wedding party held here, the noise was unbelievable. We called the front desk and they told us the party will be going on until 11pm and they will give us a discount for this night?!? We felt like we were in the party with the music blasting and the DJ screaming just outside our room!! It was unbelievable and the response from the staff was even more unbelievable. We are paying guests! The next morning we talked to the assistant manager and she simply told us that there will be another wedding the next night and that we are welcomed to cancel our reservation and leave!?! What kind of response is that? They finally agreed to move us to a different section of the hotel but the next night we were still hearing music and people partying all around us at night. Just unbelievable. Also, the outside main pool and inside pool are not heated and you simply cannot go in, the water is freezing. Only one small outdoor pool is heated enough to actually use and all the hotel guests use it. Don’t they notice that no one is using the other pools?! We told the front desk about it but they don’t care.

Room tip: Don’t come here.
Date of stay: August 2024
Trip type: Travelled with family
1  Thank jonathan k
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 20 August 2024

Dear Jonathan,

Firstly, I'm so sorry to hear about your disappointing stay with us at Minerals Hotel and the difficulty you had relaxing due to the noise going on with one of our weddings. We do have a very strict 11pm "quiet time" policy resort-wide, however I would like to apologize to you for us not making you and your family feel valued as our guest's.

Regarding our pools, the only one that is not heated is the extremely large outdoor seasonal pool which is warmed only by the surrounding air temperature. All others including our indoor are all heated. For this particular concern, it's not so much that our front desk team does not care, but this is physically impossible since there has never been a heater for that pool and is only available from Memorial Day through Labor Day weekend.

Kind Regards,

Mike
Guest Experience

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Reviewed 23 July 2024

Had a wonderful relaxing time. All the staff were friendly and attentive to all our needs. The room was clean and comfortable, and the pool was a joy. The entertainment at the Moonshine bar was fantastic. They played all of "Our music". I highly recommend this for a girl's weekend, a family reunion or a couple's getaway. They really cater to all. P.S. the breakfast buffet was delicious!!

Date of stay: July 2024
  • Trip type: Travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Beth 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 26 July 2024

Dear John,

I'm so glad you a wonderful all-around stay with us here at Minerals Hotel!

Please visit us again sometime soon – CHEERS!!

Mike
Guest Experience

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Reviewed 22 July 2024 via mobile

We spent the weekend at the Minerals for a large family wedding. Both the ceremony and the reception were held at the hotel’s outdoor venues. The grounds were lovely, the celebration and food were great, and the children in our group loved the nice pool area. Some of the rooms and other facilities seem a little dated, but overall we would have had a nice impression of this hotel to share except that our stay was marred by extraordinarily poor treatment by hotel staff immediately upon our arrival. The hotel is large but only maintains a few vastly insufficient parking spaces for immediate unloading upon arrival/registration, and there is no hotel staff out front to help or guide arriving guests. Luckily we found a spot in what we thought was the designated unloading zone (the signs are not entirely clear), but after unloading our bags and bringing them inside (which took no more than 15 minutes or so), we were shocked when we returned to the car to find a threatening, harshly worded, very large neon orange parking violation sign plastered to our window that was all but impossible to scrape off. When we returned to the front desk, the clerk told us we had inadvertently parked in the manager’s space (even though there was no marking to that effect). So we asked to talk with the manager. The clerk and the manager then pointed the finger at hotel security, noted they had a lot of problems with improper guest parking lately, and more or less said it was beyond their control. They refused our request to have hotel security or hotel staff remove the sign and its gooey residue from our car. Instead, after much cajoling, they eventually just gave us some glass cleaner to “help” us do it ourselves. The worst part, however, was the attitude that both of these individuals — the front desk clerk and manager — displayed. They were patronizing and dismissive of our concerns and all but suggested we got what we deserved, simply for trying to unpack our own bags in the designated registration zone, just as travelers do in normal hotels every day. This completely unwarranted, brusque treatment seems unacceptable anywhere, but certainly seems unacceptable in the hospitality industry. This “welcome” to the Minerals honestly cast a dark shadow over our whole stay. By the way, we noticed over the course of our stay that many, many other arriving guests parked in the same spot we did for unloading, but none of those other families (fortunately) seemed to have gotten the same awful treatment we did for doing so.

Date of stay: July 2024
Trip type: Travelled with family
Thank SCJL
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 26 July 2024

Dear Jon,

I'm so glad you enjoyed all the wedding festivities as well as our pools, grounds and loved our delicious cuisine.

We are very sorry however for any misunderstanding regarding the parking situation outside the front of our building. The spot you parked in was very much clearly marked for the general manager of which you had also spoken to him directly along with several other managers during this unfortunate incident.

One of the managers from our front desk also tried having a bellhop assist you with your belongings to help expedite the check-in process but you had declined this service.

Again, we are very sorry that this obviously put a damper on your stay with us, but are very glad you were able to join us and enjoy your family's wedding nevertheless.

Mike
Guest Experience

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