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
