The rooms are huge, modern and clean. I’ve been here during the winter and summer and there is always something to do. I stayed at Grand Cascades and that allowed access to Minerals property which is also fabulous. My family and I have decided to make it an annual event because it is a one stop shop for family, fun, relaxation, fine dining, countless activities and so much more!!
Dear nilajaw2016,
I'm so glad you continuously enjoy your time here at Grand Cascades Lodge as well as over at our sister hotel – there truly is so much to experience and explore while here at Crystal Springs Resort and it's so wonderful for us to hear how much you love to do while with us!
We look forward to seeing you again very soon!
Mike
Guest Experience
We stayed at Crystal Springs Resort’s Grand Cascades Lodge for 3 nights for a wedding. Our one bedroom suite cost us close to $2,000 for the 3 nights. While the resort was pretty - especially the landscaping - the price is not justified by the service, ambience or amenities. The room’s soft products were recently refurbished and are attractive, but they never bothered to refurbish the room’s hard elements. Nice furnishings and carpets are paired with outdated tiles plumbing fixtures and finishes in the bathrooms and kitchens. The initial service from the bell-staff and front desk was pretty bad and bordered on incompetent. Bell staff never explained where I could find parking. The young man just said “drive forward and park in the lot on the left.” He failed to explain there was a parking garage I could have parked in. I called the front desk to ask about laundry service (I needed to get my suit pressed.) They told me they don’t offer any laundry service. When I asked if there was a dry cleaner nearby, the young man at the front desk didn’t know and suggested I look it up on Google. This was a common theme throughout our stay. Staff was incapable of answering the most basic about the resort. On Sunday morning we asked if we could get brunch anywhere on property….the people we asked weren’t sure. (They don’t) The rooms were large, but they fail to provide any drawers to put clothes away in. Closets weren’t large enough to store luggage anywhere. The shower’s water pressure was lackluster and no one thought to install hooks or towel bars within reach of the shower. Worst of all, the room’s thermostats have motion sensors in them, so when you leave your room the a/c goes off, so we’d regularly return to a room that was too hot. Worst of all it was not possible to keep the a/c running at night as the thermostat sensed no motion. I’d fall asleep for an hour, get too warm and then waved my arms around to get the a/c to come back on. Silliness. It is a beautiful place for a wedding….but next time we’ll stay elsewhere.
Dear EdinDC,
Thank you for recently staying with us at Grand Cascades Lodge as well as for sharing your feedback with us.
I'm very sorry to learn about the shortcoming you described throughout your stay, but wanted to let you know that all of your feedback has been received by our hotel operations team.
That said, while we sincerely apologize for some of the service related issues you experienced, it's disheartening and harsh to refer to anyone as incompetent. We have an incredibly talented, dedicated and hardworking team that delivers exceptional service to our guest's every day of the year. Along with our fabulous amenities, award winning golf courses and spa's as well as a plethora of wonderful dining venues, we would not be rated as a 4-star AAA Diamond hotel if we didn't provide our guest's with the complete 4-Star package.
Regarding you room's thermostat, the reason why they operate on sensors is to do our part in protecting the environment – this is fairly standard in many hotels throughout the hospitality industry, but again we are sorry about the inconvenience this caused you.
Warm Regards,
Mike
Guest Experience
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
