Clean beautiful place. We have stayed here a lot of times through the years. Was a bit disappointed with the pool experience. The outdoor one next to the biosphere pool was closed. I was looking forward to swimming in that one. There is no longer a whirlpool. It's a hot tub with no jets. My aching bones needed those jets. The grounds are so pretty. They have renovated the rooms, the lobby everything looks beautiful. Wish I could stay here for a week, but I can't afford it.
Dear onvacationagain123,
Thank you for having stayed with us again at Grand Cascades Lodge and taking a few moments to share your experience with me.
I'm so glad you had a wonderful time with us but am sorry you were unable to enjoy the pool outside of the Biosphere. Please note: The Biosphere outdoor pool is open Friday - Sunday from 11:00am – 7:00pm and any changes to these hours will always be posted directly on our website.
Regarding your hot tub experience, we did renovate this amenity early last yearto provide our guest's with a different type of experience, however I will ensure your disappointment is received by our hotel operations team.
So glad you enjoyed our recent hotel improvements including our newly redone lobby ;)
We do look forward to seeing you again very soon and I would encourage you to sign up for our e-blast's so you can always be kept in the loop for special stay packages and deals!
Mike
Guest Experience
Great staff beautiful scenery
must check it out for yourself
Great for kids plenty of activities for both adults and children
Relaxing environment calming scenes
Great food wonderful smells from the botanical plethora
I would recommend highly
Dear Q137YVgavinl,
Thank you for visiting Grand Cascades Lodge and sharing your experience with me and the rest of the Trip Advisor community.
I'm so glad you enjoyed your time with us – We hope to see you again very soon!
Mike
Guest Experience
My husband and I stayed for our anniversary 05/07-05/08. Neither of us are ones to complain but after our stay we were unhappy with quite a few things and for these reasons will probably not return. We got a couples massage which unfortunately was the worst massage either of us had ever gotten. Our technicians were very sweet so I hate to complain but the massage was horrific for both of us. My tech had long nails I actually had scratch marks on my back which lasted until the next day. The experience was just not enjoyable at all.
The pool was nice. Kitchen was closed at the pool. We purchased 2 buckets to drink at the biosphere. Almost 50 dollars for 2 drinks which must have had watered down alcohol. We are not drinkers but there was no alcohol in the drinks and for that price it was frustrating.
The food at crystal tavern was okay. Both our burger and steak was very undercooked. For breakfast we had the asparagus egg meal and the poached eggs were almost raw and for that price the fact that the meal didn’t even come with a piece of toast or bread was disappointing. It was nice having the breakfast credit but if we had to pay full price for this meal it would have been very upsetting.
We stayed on a Tuesday and while it’s understandable that not all amenities would be open during the week it was frustrating to pay almost the same price as the weekend price since so much was closed. The weekday price should reflect the fact that most things are closed during the week.
We will likely not return to this resort which is upsetting because we had high expectations. For the price we definitely did not feel the quality and service was up to par.
Dear Sharon and Michael,
Thank you for recently staying with us at Grand Cascades Lodge and also for taking a few moment to share your feedback with me.
I'm so sorry you did not enjoy your couples massage and hope you had let someone know prior to checking out of the spa or hotel. It is the very last thing we would ever want for our guest's and please know, that all of our staff members are trained professionals who are ready to modify anything in the moment to ensure our guest's satisfaction. That said, it is completely understandable to not want to spoil the moment for yourselves or possibly hurt anyone's feelings. Please understand our team cannot fix something unless they are aware of there being an issue in the first place.
Regarding your pool experience, our Taqueria is presently only available Fri-Sun unless otherwise noted on our website. These hours of operation do increase drastically during busier times of year such as during spring break, summer, and of course during the holiday season. Staying with us on a Tues, unfortunately this was not available to you during this time. Please note, on days when the Taqueria is not available food can be ordered from our Crystal Tavern with direct delivery down to the pool area as shown on our website. Concerning your alcoholic beverages, I am sorry you did not enjoy them but did want to let you know that our staff would never under any circumstances water down drinks.
I will pass along your feedback for your dining experience to our managers up at Crystal Tavern so they can be aware. It is very concerning that your food arrived undercooked and not to your satisfaction. Crystal Springs Resort is widely considered to be a culinary destination and our entire food and beverage team are fully committed to delivering delicious, fresh and exceptionL cuisine to our amazing guest's.
For our room rates, they do in fact take into account what's available among many other aspects and our rates on the weekends would in almost all cases be higher. We do list all of our available activities, dining venues as well as hours of operation for our various outlets on our website for the convenience of our guest's.
I understand you did not feel you had received tremendous value, but we do hope you keep us in mind again for future stay considerations and we would love to have you both back!
Happy Anniversary again
CHEERS!!
Mike
Guest Experience
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.
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
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.
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
