Eagle Rock Resort — Hotel in Hazle Township

Christina and Jason Savage of the Eagle Rock resort sales reservation team are the worst people to deal with. Since I will be in Poconos area this weekend, I was referred by my friend Cesar to take a look at this resort in Hazelton, PA. I called Thursday May 26 morning and spoke to Christina to reserve a room for Saturday May 27 to view the place and possible purchase of property. I was told by Christina that the Eagle Rock on-site and off -site hotels up to 25 miles away were all fully booked because of the Memorial Day weekend. Christina gave me a very slim chance of getting the reservation for the one night stay this weekend. She insisted that I pick another weekend to visit but I told her this is the only available weekend I have. She told me that she will call me back if ever she is able to find me an off-site hotel to stay at on Saturday night. Obviously, Christina did NOT call me back, and I thought the reservation deal fell off. I also asked Christina if I can just show up on Sunday morning to visit the resort and if one of their sales agent can tour me around the resort, and Christina told me that this is not how they work in the resort. Everyone who wish to visit the place needs a 1-2 night stay to view the resort.|Come Sunday May 28 noontime, a lady by the name of Kelly called me to confirm my reservation to visit the resort for the sales meeting at 2 PM. I told Kelly on the phone that Christina was not able to get me a reservation both on-site and off-site overnight stay. Kelly told me an email reservation was sent to me but I did not receive it.|On Sunday evening, Jason Savage texted me saying that he emailed me the reservation . I texted him back saying Christina told me on the phone on Thursday that she cannot find any on-site and off-site place for me to stay Saturday night, and Christina NEVER called me back again to confirm the reservation. I also texted Jason back saying that I did not receive the email so I did not show up. With my curiosity, I immediately checked my junk email on Sunday evening and found an email from Jason Savage sent on Friday May 26 evening with the reservation on Saturday May 27. night at the off-site Hampton Inn Hazelton, and the email needed me to confirm the invitation to attend the sales meeting on Sunday 2 PM. |First of all, the email went to junk mail, second, I never dealt with Jason before ( I dealt with Christina who never allied me back to inform me of the successful hotel reservation). How would I know that the email from Jason Savage is from Eagle Rock? Third, the mere fact that I never saw the email before Saturday night so no confirmation was given to them that I will be attending the sales meeting. Shouldn’t they call me to confirm their invitation?|Jason insisted that it was my fault for not checking my email and he also blamed it on my friend Cesar for not informing me that my reservation at the off site Hampton Inn was approved on Friday. Jason did NOT apologize at all and he insisted that he did his job well. He blamed it on me and my sponsor Cesar for not checking our email. Who would check an “unknown” email sender that went to junk mail? Had they check on their end that I never confirm the receipt of their email, they should have called me to confirm if I receive the email or not, isn’t it. To top it all, Jason never apologize, and he had the nerve to tell me that he will take me off their future list of guest. Good grief, Jason.|This marketing strategy that Eagle Rock is doing by giving customer $750 pre-paid Visa card for paying them a visit and yet they don’t inform you by phone that a reservation was made for you after giving you a slim chance of an approved hotel reservation by phone is so ridiculous. |Stay away from Eagle Rock sales team. They want to sell you mountainous land property at an over priced value, then they expect you to pay them monthly dues for maintenance of their lousy resort. Who would go all the way to Hazelton, PA to play golf or swim in the lake or use their gym if you live in NY or NJ? Beware, stay away from Eagle Rock resort. Stay away from their reservation team and their marketing team by all means. They are out there to lure you to buy their undeveloped mountainous property. There are more developed properties in more advanced and prosperous location such as Poconos compared to the far flung rural under developed Eagle Rock resort in Hazelton, PA. Stay away from Eagle Rock resort by...

A friend that is familiar with Eagle Rock Resorts generously gave us two Gift Cards to introduce us to Eagle Rock Resort Community & its amenities. We scheduled a dinner at the Clubhouse for Saturday Evening where we had the server verify the amounts on the cards. She returned stating that each had only 1/3 of their value?? We figured, we'd already driven an hour to get there, so we may as well continue with our dinner plans. After a meal for 4 with a few drinks, we went to pay for the meal and included the Gift cards. The server returned now stating one card was indeed its stated value and now used, the other empty. We settled the remainder of our check and took the other card to the Hotel, where our server said things could be straightened out. An associate at the Hotel stated that our second card was never activated, but found our friend's name in the system, that she in fact had a gift card and activated the card. We returned Sunday Morning for appointments for my mom & I at the Spa, we went to check out & were informed that we could not use our gift card unless the person who's name came up when swiped (Resident/Purchaser) was physically there, some corporate policy that Gift Cards are non-transferable (Not stated on the card we had or the envelopes the cards were in). Spa Manager was called & would not budge that it's a corporate policy, so I ended up paying for services that were supposed to be a gift!! Monday, I contacted Corporate Customer Service who confirmed there is a corporate policy for gift cards offered through sales promotions & there's nothing they can do, but I should take it up with the manager at the spa, putting us into a total run around!!!!

How am I supposed to know where my friend received / purchased the card she gave to me as a gift? What kid of nonsense policy doesn't recognize a gift card that brings additional revenue and recommendations into your establishment? What poor customer service policies put the customers in such a loop that only builds frustration and contempt?

Unfortunately, I have to return this gift card to my friend and express my disappointment and frustrations with this whole situation. How embarrassing for her that something she gave, in good faith, as a gift for a nice weekend with my family was unable to be utilized. I have already taken to social media to inform potential customers that Eagle Rock Resorts is not a place they should consider for their vacation rentals or second home purchases. In doing so, I have found many other dissatisfied customers and residents who are already looking to sell their homes.

Based on this experience, I never will return or recommend anything to do with Eagle Rock Resort.

There are far better resorts in the Poconos and Blue Mountains in areas that have better and broader variety of amenities available, don't try to put you in a customer service nightmare, and are...

My family used our newly purchased timeshare interest in the Sugarloaf timeshare in June, just to get back together with the family in the middle of the virus. I had to go up first, and checked in to one of the units. The unit was gross, dirty carpeting, stained couches, nothing at all like the unit we were shown when we bought the timeshare. I went back to the lodge (where you have to check in) and was told there were no other units available. Mind you, the parking lot was empty. I called my salesperson, who was able to move me to another units, also bad. I called him again and he managed to get me into the sales unit. The unit was cleaner but again the carpeting was dirty. But it was clear that was as good as it was going to get. Then a day into the stay, the washer did not work. My daughter had a newborn so we had laundry. Turns out the washer needed to be replaced which took 3 days. As much as I expressed my concern about having just bought this timeshare, no one really did anything about it. So for the week we stayed there, we noticed workers using another unit to gather for lunch and breaks and someone that moved into the unit below us liked to shoot their air rifle off the deck. Which reminds me, the deck on our unit was not at all inviting, besides being too small, it was full of spiders and cobwebs. The restaurant (only one open, which under the circumstances I can understand) was ok. The golf course was great. The lake with the beach was also well attended to. The maintenance in the Sugarloaf units was poor at best. I have yet to hear from any member of the real estate company who runs the place despite my complaints. Also, if you are interested in buying here, the closest “city” is Hazleton which is about 5 miles away. You have to go there to do any sort of shopping. It’s also a city you should google before going...