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TravelerPerson
Poughkeepsie, New York

Okay getaway, nickel and dimed though

4.0 of 5 bubblesReviewed 2 May 2024
We stayed a long weekend. The place was nice, we got a junior? suite which was perfect size for us as a couple. The hotel had plenty of things to do, but a lot of it included extra fees which is not something I want to think about when I already paid for things. Food was way over priced for the quality so we largely ate off site which was a bit of a pain. Was not impressed with the surcharge for using a credit card at checkout. Wasn't communicated to me beforehand otherwise I would have paid using a different method.
Date of stay: March 2024
Trip type: Travelled as a couple
3.0 of 5 bubblesValue
4.0 of 5 bubblesRooms
4.0 of 5 bubblesLocation
4.0 of 5 bubblesCleanliness
4.0 of 5 bubblesService
4.0 of 5 bubblesSleep Quality
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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 Grand Cascades Lodge, responded to this review
Responded 3 May 2024
Dear Travel50700712619,

Thank you for having stayed with us recently here at Crystal Springs Resort as well as for sharing all of your feedback with me. I believe your review may be more intended for our Minerals Hotel which offers Junior Suites whereas our Grand Cascades Lodge offers fully equipped suites with full kitchens and in varying room types/sizes.

Nevertheless, we appreciate all of your feedback and I did want to let you know that it is our policy to disclose the credit card convenience fee you mentioned to all guest's at the time of booking.

If you booked with us over the phone, your booking agent would specifically ensure you know about this policy as well as that we do not charge this fee by using a debit card. If you booked with us online, this policy, along with other important hotel information, must be acknowledged prior to your booking actually goes through.

This policy is also included on our website, on all booking confirmation emails as well as signed off on during registration at check-in. We further disclose this on all dining checks that the guest receives when signing off as well as this being posted on signs at our front desk.

The policy on our website reads as follows:

"ARE THERE FEES FOR CREDIT CARD USAGE THROUGHOUT THE RESORT?
Yes, guests and visitors will incur a 3.50% processing fee when using a credit card for payment."

Regarding the resort fee we charge, this is also always included in our quoted price (along with taxes) given to you at the time of booking. If you booked with us online, it is shown as it's own distinct fee and is also included in the final quoted price. We do not under any circumstances charge hidden fees and always include everything in your quoted price. The only exception to this is the credit card convenience fee which only gets assessed a single time at checkout.

That said, I am very sorry if there was any misunderstanding and if you believe you were not properly told this, kindly email me directly at service@csresort.com with your booking confirmation. I will gladly have our reservations team investigate this further for you by listening to your recorded booking calls or review your email confirmations.

I would also love to learn from you where we fell short in delivering exceptional cuisine quality for you so please be sure to let me know what dishes you ordered and at which of our venues so I can share this important feedback with our food and beverage team. We pride ourselves tremendously on being a culinary destination resort and always value our guest's feedback.

I look forward to hearing back from you at your earliest convenience.

Kind Regards,

Mike
Guest Experience
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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31 - 36 of 2,550 reviews
Reviewed 24 April 2024

The hotel was very clean, with friendly staff, and the ambiance was relaxing and luxury vibes. It was a nice weekend getaway to relax and have a nice dinner. I enjoyed that the restaurants and amenities are in the same building as my hotel room which makes it so convenient to go to the pool and back to my room without going outside and getting in the car to go somewhere else. I wish I stayed longer to enjoy more of the hotel. I am telling my friends and family about this place.

Date of stay: April 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Gianna R
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 Grand Cascades Lodge, responded to this reviewResponded 25 April 2024

Dear Gianna,

We are so delighted to learn how much you thoroughly enjoyed this stay during your time with us and thank you also for spreading the word to your friends and family!

We can't wait to host you again sometime in the not so distant future :)

CHEERS!!

Mike
Guest Experience

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 April 2024

Nice trip if you're not expecting five star. Great for families, inside pool is fun but would probably come in summer for more outdoor activities and pools. Plenty of daily activities, we won at bingo night! Food options not great only 2 restaurants which are very overpriced. Rooms are decent but a bit dated and the beds are way too hard. Ask for a room as high and far away from middle of the complex as possible.

Date of stay: March 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank lololibra10
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 Grand Cascades Lodge, responded to this reviewResponded 2 April 2024

Dear lololibra10,

Thank you for staying with us at Grand Cascades Lodge – I will ensure all of your feedback is received by our hotel operations team.

We do have many more seasonal dining venues as well as countless more activities to partake in in the warmer months, and hope to see you again at some point in the future!

Mike
Guest Experience Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 March 2024

The Grand Cascades has Very Comfy beds and the rooms ate very clean .
There are Excellent restaurants to choose from ..The best part is the Biosphere! Like a tropical vacation in the middle of winter! If you go in Summer the infinity pool is a tropical retreat.

Date of stay: December 2023
Trip type: Travelled as a couple
Thank Hope J
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 Grand Cascades Lodge, responded to this reviewResponded 2 April 2024

Dear mzzhope,

Thank you for sharing your personal experience with me as well as the rest of the Trip Advisor community – I'm so glad you thoroughly enjoyed your recent stay with us here at Grand Cascades Lodge.

Please visit us again sometime soon!

Mike
Guest Experience Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 26 March 2024

decided to take a getaway vacation for my wife’s birthday. From the deluxe room we reserved to the spa, food and pool. Everything was amazing. My wife was genuinely surprised at this location as we were new to the resort. Nothing less than exceptional service was given, and we will be revisiting the Grand Casacade again!

Room tip: Make sure you are bringing enough funds to enjoy your stay and make sure you keep tabs on everything charged to your room.
Date of stay: March 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank Michael S
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 Grand Cascades Lodge, responded to this reviewResponded 26 March 2024

Dear Michael,

Thank you for having recently stayed with us at Grand Cascades Lodge. I appreciate you taking a few moments to share your personal experience with me as well as the rest of the Trip Advisor community.

That said, I'm so glad to hear how much you and your wife enjoyed your accommodations as well many of our great hotel amentiites and delicious cuisine.

We look forward to seeing you again in the future.

CHEERS!!

Mike
Guest Experience Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 24 March 2024

Everything about this huge resort says luxury. Every employee you run into is courteous. The wine cellar is a must see. The staff at Restaurant Latour were simply fantastic. Enjoying our meal is an understatement - every course was an experience to be had. Special thanks to Mr Robby, Gail, Philip, Trevor, Shahab, Benjamin and Chris. Looking forward to our return.

Room tip: Bring your appetite and plan time to explore the resort itself - there is a lot to do
Date of stay: March 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
Thank Joseph P
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 Grand Cascades Lodge, responded to this reviewResponded 25 March 2024

Hello Joseph,

Thank you so much for sharing the wonderful experience you had at Grand Cacsades Lodge and Restaurant Latour. I will glady pass on your kind words to those you mentioned and we do look forward to seeing you again nex time :)

CHEERS!!

Mike
Guest Experience Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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