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

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