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Pocono Manor Resort & Spa
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Reviews (1,524)
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169 - 174 of 1,524 reviews
Reviewed 2 January 2017 via mobile

I've seen a few recent negative reviews of this hotel but decided to give them a chance because their New Year's Eve package was exactly what we were looking for in a family weekend away to ring in the new year. This hotel has so much potential to be amazing, but has some very serious service issues that need to be addressed. The hotel employees were all good people with true positive intent to be helpful, but lack of organization and training on the part of management is causing serious customer issues. I can tell that the hotel wants to present itself as a higher end hotel, and it has the "raw material" to be great but until management address these issues, they will continue to spiral downward.

On the positive side, the grounds are lovely and the Christmas decorations were gorgeous. The hotel is huge, but laid out well, and there are a ton of activities for families both on site (in the activity room) and offsite (through manor sports). I had a newly renovated room in the tower and it was lovely. It's an old hotel so don't expect it to be modern (rooms are small and noise carries), but the decor was lovely, we had a nice big flat screen tv and strong wifi in the room. Plus the view of the mountain was amazing (highly recommend booking a mountain view room). We got breakfast each morning and a special dinner for NYE and I was so impressed by the quality and pure abundance of the food. The NYE dinner featured lobster tails, prime rib and and amazing dessert spread. Everything was well made and delicious.

If my review ended there, the hotel would get five stars. But at every turn there was a serious service issue. It was impossible to enjoy the beautiful lobby because it was mobbed with guests trying to check in. We had to wait an hour and a half to check in, and while the woman at the front desk was friendly and polite she had no idea how long the wait would be, which seems to be driven b a housekeeping issue because they could not clean the rooms in time. Also she had no information on the NYE dinner and party and could not answer the most basic questions on hotel activities. The hotel desperately needs an informed concierge desk. They can address these questions and make sure the front desk is not overwhelmed at check in..

The next morning, we realized we had no bath towels. And we needed them to shower. We called the front desk multiple times and asked the house keepers multiple times. Apparently there were no clean towels in he entire hotel. After waiting five hours, my husband broke into the linen closet to get them because we needed to shower for dinner.

We could not enjoy the pool because it was dirty, completely uninviting and really cold. The pool is a huge amenity for families with children to occupy and it was vacation t every time we came down. A good cleaning, done floats/decor/music and a lifeguard would turn this pool to an asset.

Same for the game room. This is a great asset for families with kids. But it was not stocked, pool balls were missing, it was dirty. Having someone on staff focusing on making this a welcoming area would be huge. You should also open the fireside bar downstairs, it's a gorgeous space with all of the leather chairs but completely underutilized. You should have an activity coordinator and run periodic family activities such as family bingo or a scavenger hunt.

I can't say enough good things about Manor Sports. Mike was fantastic and we had a great time sledding. We got the complimentary shuttle to get there and we're stranded for nearly an hour waiting for the return shuttle. Mike called multiple times and finally he gave us a ride back on the golf cart. If you are advertising Manor sports as part of your activities and advertise shuttle service, you need to have regular shuttle service. You can't leave guests stranded waiting for someone to "free up" to drive the shuttle.

Food was amazing, but it takes away from the experience when the wait staff is understaffed and you go for a half hour plus trying to track someone down for a drink. We were stuck looking for the juice pitchers ourselves in the morning. And at dinner my husband gave up and walked to the bar himself. When we had a lunch at the lamplighter we waited nearly two hours for a simple pizza.

As for the NYE party it was nice, but way overfilled at some point you should have stopped letting people in the door. Those of us that paid hundreds of dollars for that weekend should not have been stuck waiting in line a half hour to get in. There was not enough seating. And worst, it was a cash bar only (no credit cards or ability to charge the room). Guests were not informed and worse, the single credit card machine was broken. We had no cash on hand. We went a full hour waiting for help and trying to track someone down to help. The first person we spoke to was rude (basically told us to suck it up). Finally after overhearing our conversation, another individual stepped in and found a way to let us charge our room.

A big issue was, of course, the high volume of guests over the holiday weekend. We learned the staff was being asked to work double shifts. They were clearly doing their. Set in the bad situation that management put them in. But that does not answer for the lack of training , lack of customer focus and level of disorganization. We paid around $900 for the weekend. If you want to earn those types of fees, pay attention to detail, don't get greedy and overbook more than you know the staff can handle, don't offer groupons, focus on the customer experience.

Stayed: December 2016, travelled with family
1  Thank HeatherAnne1975
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GetawayManager, Manager at Pocono Manor Resort & Spa, responded to this reviewResponded 3 January 2017

We thank you for this great feedback. We realize there are some areas for us to improve on, and its feedback like yours that gives us the fine tune details we need to help our staff and team succeed. We do apologize for the disappointments you experienced during your stay. We hope you will visit with us again in the near future. Thank you for your feedback, we will be sharing this with our Management Team.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 January 2017 via mobile

My family and I stayed at the inn at Pocono Manor for New Year's eve. It was a last minute trip and we cannot believe what a wonderful time we had. From the check in check out staff to the New Year's eve family party, everybody was just wonderful the food was great and we even made friends who live in Puerto Rico. I would highly recommend the inn at Pocono Manor.

Stayed: January 2017, travelled with family
Thank Mlamagn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GetawayManager, Marketing Coordinator at Pocono Manor Resort & Spa, responded to this reviewResponded 2 January 2017

We are ecstatic to hear you had such a wonderful time with us at The Inn at Pocono Manor! We are happy we were able to be a part of your New Year and we hope we will see you again soon!

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Reviewed 1 January 2017 via mobile

Been coming for New Years here for past four years. One price included rooms a wonderful 4 course dinner a New Year's Eve party and breakfast. Tonight got room an awesome dinner and wonderful service. After dinner went down stairs for New Year's Eve party. No seating available at all completely oversold and still selling tickets at door. We have a gentleman in our party with Parkinson's disease. We said we had to have a table. Food and beverage folks went to get a table brought in for us and were told by the event banquet staff no. We r sitting in the lobby contemplating going home. And there is a very disrespectful male sitting at the door telling us to calm down that it's not the end of the world that it's not his issue we need to speak with reservations it is their fault. This was our special place for many years but we will not be returning nor will many first time guests we r speaking with. So sad. Loved this place so much. Way downhill

Stayed: January 2017, travelled with friends
3  Thank Alisa B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 30 December 2016

My family stayed here for 3 nights and it was the worst experience. On top of the mushy smell in this dated building, the room was not vacuumed, the bed was not made and the toiletries were not refilled. I had to call in the front desk and request for the service for the next day..and there was no apology or nothing from the front desk, business as usual I guess. The room was too noisy, you could hear people talking outside the hall way. I would not stay at this place again and would not recommend this place for any one even if you get free stay.

  • Stayed: December 2016, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
3  Thank Thomas C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GetawayManager, Marketing Coordinator at Pocono Manor Resort & Spa, responded to this reviewResponded 2 January 2017

We are very sorry for the disappointment in service. We want our guest to experience all the great adventures Pocono Manor has to offer. Please know we will be sharing this review with our Management Team to help make necessary improvements. Thank you for your feedback.

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Reviewed 29 December 2016 via mobile

My family stayed in this hotel for 2 nights. The hotel is outdated but the location is beautiful. The moment you come in the building you will see ample seating areas by the fireplace or overlooking the mountains. They offer breakfast and dinner buffet, which was decent.

However, our first night was a disaster. We could not sleep because we could hear noises from the people walking in the hallway and the worst part was the noise from the next door room. Their rooms are not sound proof. I had to call the front desk to request for another room. They were nice to give us another room in a quieter area of the building. Another bad thing about our stay is their wifi service. This problem has been going on for more than a week. I read another guest review from December 18 regarding the bad service. I find it ludicrous that they have not done anything to fix the problem.
For the price and expectation, I would not recommend this hotel to my friends nor would I go back to stay at this hotel.

Stayed: December 2016, travelled with family
2  Thank kalt1987
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GetawayManager, Marketing Coordinator at Pocono Manor Resort & Spa, responded to this reviewResponded 2 January 2017

We are working hard to make improvements at the resort. We apologize for the WiFi issue. Due to a few technical problems our WiFi did suffer. Our team has worked to fix this problem for the future. We appreciate you giving us feedback on your stay, this can only help our team improve. We are sorry to hear you had disappointments during your stay.

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