Learn more insights from Wanderboat AI.
In conclusion- Very poor service with not enough staffing. No management involvement in any sorts of special events.
Bad experience from the first day during check in. We have been waited in the lobby for more than 2 hours after 10 hours of driving for a simple mistake they have made after confused with our room (while the room is ready for check in) with others - they can’t read names! However, can’t complaint as the man standing besides me got even worse experience than us after informing by other new guests that his family is in the wrong unit after he moved in and unload his stuff 45 minutes later.
Never replenish the toilet paper after 6 days of stay. Removed our dirty towers in the morning but never returned back at the end of the day. We have called the house keeping service for 4 times today but never get back to us. It’s 9:00pm already and we couldn’t take a shower and go out as we are still waiting in our room for a potential delivery (given we still have to stay for 1 more day).
People are eating around the swimming pool, drinking inside the ware pool, and jumping in and out of the swimming pool while no one is monitoring the pool at all. Just left the signing sheet at the door with no staff managing the table.
Just to make our experience even worse, the food for the annual year end celebration party, which is one of the three largest event of the year, $82/person, was terrible too - probably only worth a $30 value. However, got to say the waitress were nice and work very hard during the event - It’s the bad food and organization that surprises me.
All the key swipes automatically reset by itself on Friday noon so we got locked out. When I called the front desk and stated my purpose of the call, without asking me for the consent, they transferred my call to the voicemail for house keeping. We are 15 minutes walking distance away from the check in building. And, it’s raining today at close to freezing point!
I have been to so many timeshare facilities for the past 30 years, I will never come back here again for sure. So...
Read more
I was attending an event at the poconos raceway so I figured my family and I would make a weekend trip out of it in the Poconos.
I’m sure other people had the same idea as a lot of other hotels appeared to be booked. I saw negative reviews about the Split Rock Resort but decided to give it a try anyways.
It was myself, my husband, our 9 month old baby, and our dog for the weekend trip so finding a dog friendly hotel limited our options but thankfully, the Split Rock Resort was accepting dogs.
We stayed at the Willowbrook Resort Building 3 which was more of an apartment with a kitchenette, dining/living room, bedroom, and bathroom.
Honestly; it smelled like mildew in the apartment and it was mostly carpet (except the kitchen and the bathroom) so I can imagine how hard it is to get the smell of the dogs out of the carpet and the curtain covering the back door was very dirty.
The bed was very uncomfortable, we can feel the springs of the mattress digging into our body and it was so loud when we turned over.
The main resort, Split Rock, was okay. We kept hearing so many people making complaints throughout the resort and to the staff at the front desk. People even shouted at others about to check in while they were outside the resort saying not to come in because it was a waste of their time and money.
As for me and my family, we don’t need much and we made a great time out of what we could. We really loved the arcade in the resort and just enjoyed walking around, even though majority of the building looked run down and needed repairs.
I’d suggest going to local restaurants for food and just try to explore in the area.
Driving around the resort was nice and going on walks with our dog was nice too as there were a lot of deer in the area.
Overall, I think the resort was okay, the staff did their best to make us feel welcomed and kept a positive attitude despite the multiple people complaining to them and again, my family and I are simple people so we did make the most out of it but I do not think we would be returning here...
Read more
New review: I am warning owners to join in on ANOTHER class action lawsuit for the maintenance fees we paid, and us NOT being allowed to even book our week at our ran down, raggedy, bed bug infested, no amenities Time Share, unless we paid those resort fees! I now want my maintenance fees I paid, yet I wasn’t allowed to book my stay! Now they want to charge reinstatement fees as a punishment of the first class action lawsuit! I will keep this going! I was denied to book my 2023 week because I was not going to pay for resort fees to a motel 6! Nothing about Splitrock Willowbrook is a resort! They don’t have amenities! PLEASE CONTACT THE OAG IF YOU ARE A OWNER AND WAS NOT ALLOWED TO BOOK YOUR WEEK UNLESS YOU PAID RESORT FEES TO THIS MOTEL, & YOU PAID YOUR MAINTENANCE FEES BUT LOST YOUR WEEK AS A RESULT OF THEIR EXTORTION SCHEME! Original Review: If anyone else owns at Willowbrook/owned by Bel Air now, and isn't allowed to reserve the units they own at this ran down Time Share without now being extorted of additional "amenity" fees, contact the FTC, BBB, and the PA attorney general's office and report this Fraud! They aren't even keeping the Buildings and Units updated! This is a motel and they are insisting on calling it a "resort with amenities"! Don't be fulled! Don't purchase this Time Share and Don't book and waste your money to stay here! Research all of the reviews...
Read more
