Chateau Resort & Conference Center — Hotel in Pocono Township

Staring off with the arrival. Myself and my family of four were doing a one daycation for Labor Day weekend. So our stay was from saturday to sunday. When reading about the location, it clearly states that check in starts at 2:00pm. We arrived just before 2:00, figuring we would have to wait a little while before checking in anyway, so we went and got our bags from the car and sat in the lobby for a couple of minutes. Shortly after two, the first attendant to greet us was sarah. She had told us that check in doesn't start until 4:00pm. Confused, we looked at our booking through our third party booker and verified it states 2:00pm. Then even going so far as to also check their google, and website checks-ins, All stating that check-in does start at 2:00pm. We showed this to Sarah, and she just states the same, this time saying we can check the amenities of the hotel, before checking in. i asked if we could keep the bags in the lobby, to which she replied, we are not responsible for your items but you can leave them there as you choose. Clearly a little annoyed at this point, I asked if there was any way that we could check in earlier, as we were misled by their false advertisement. She stated 3:30 was the best she could do. So, my mother and I sat in the lobby waiting with the items while my grandmother and great aunt enjoyed a stroll around the venue. Shortly after we were seated, more families and people were showing up, expecting to also be able to check in at 2:00pm. Sarah, being the only one available in the front kept repeating different times of when she can check people in. She stated to us, 3;30 was the earliest she could do, then told another family 4pm, and then another couple 3;25pm. So clearly, Sarah is either making up the check in times, or she is new. As 3:30 drew closer and the lobby became fuller, my mother and I were standing by the front desk, as were there first and would rather have a quick and easy check in. As I'm standing there another woman who is wearing attire similar to Sarah passes by my mother and I and goes behind the desk to their back office. Their back office is legit right behind the desk, and they had a door but didn't close it while having this private conversation. Her name was Barbara, clearly annoyed and started asking Sarah ‘what is happening out there? Why are there so many people?’ Sarah, very quietly and timid, tries to tell her that she doesn't know how to do the check-ins and was waiting for her the entire time to get there. As i heard this, i lost my mind on the inside. We specifically booked this venue because this had the earliest check in time, other hotels in the area start checking in after 4pm. Anyway, Barbara says ‘are you serious? You made me show up an hour beforehand because you don't know how to do your job?’. They both come out, trying to work fast, barbara takes my mother and i to one side while sarah goes off on a little tablet, claiming that there is one working computer and a tablet for check-ins. As Barbara works on the computer, I asked her a few questions about the amenities. Firstly to verify if they match up to what we saw online. Then, to also know where everything is, as the venue had areas for guests spread out through the building. I can see she is clearly annoyed by having to work with someone who cannot or did not learn how to do their job but she sniped at me, “I'm just gonna get you a paper so we don't ask too many questions?” I was very taken aback, so I turned to my mother and told her before she wrote anything down to get both of their names, and ask as many questions as you need to. Now, you pissed me off. So she came back and showed us the paper with amenities, times, and things to do in the area.I asked about their breakfast. For some reason, they don't have continental breakfast. Each room comes with a coffee pot, no fridge, no microwave. Barbara asked if we wanted to request one, but it would be an extra charge to the room, and that the microwave was in their little snack gift shop they have. Next to the front desk, they sell snacks at double their price, when you go to Walmart they have the same boxed snacks they have at the hotel but not priced the same at all. I asked jokingly, “Is the microwave pay to use, as well?”. I know she's tired of my face by this point. It's $16 per person for breakfast at the buffet in the restaurant. All the food is overpriced, 10 wings for $15, personal pie pizza starting off at $16 and toppings is a .99 add on is crazy and I live in NYC. I then asked about their pool hours. The outdoor pool is open at all times, indoor close by 10pm. I asked about dog and smoking areas, to which she was dumbfounded by how many questions I could ask. Barbara then states, “okay, if you need to call the front with more questions, you can do so, next please” trying to usher the next person. I then stated very loudly to the lobby, “well okay, and what's everyone's names here. Wanna make sure when I call it is to the right two people. So, BARBARA… AND, what's your name sweetie, OH SARAH, GREAT." I know I am annoying but it takes so much to get this person out of me. Continuing the day we made it to the pool, it was very lovely. Both indoor and outdoor look very outdated and unfinished. At one end of the outdoor pool there is a pile of rocks and dirt that looks like it was supposed to be a finished waterfall but it's just sitting by the pool outside. The indoor pool was small, about the size of a bedroom and connecting half bathroom. The gym and sauna were next to the pool, and I assume there used to be a hot tub but it was just taken out as we got there. After the pool, we thought about breakfast at the hotel but ultimately didn't do it because continental breakfast should be included when we are paying 400 for two rooms for one night. So, in the morning my great aunt and grandmother got up fairly early, they were trying to have coffee in their room. Their coffee pot was not working and they didn't want to disturb us, so they called the front desk asking if they could get coffee or a new pot. Sarah, from before answered and said breakfast is happening in a few minutes and she would be happy to let them grab a free coffee. Yes, you have to pay for the coffee, even though they are charging you for the breakfast buffet entirely. My great aunt is 10 years younger than my grandmother so she went to grab them both coffee. She goes to the front desk, tells Sarah, yes I was the one who called. Sarah then pointed her to the restaurant and showed her which way was the coffee. As my aunt grabbed the coffee from the table, a woman, HINA, from behind the coffee table started shouting, “YOU KNOW YOU HAVE TO PAY FOR THAT? EXCUSE ME, YOU HAVE TO PAY FOR THAT?” My aunt said “Good Morning.” to which HINA replied, “GOOD MORNING, ARE YOU GOING TO PAY FOR THAT?” My aunt, not wanting to argue, just says, “my coffee is covered, go ask the front about me.” She then starts to walk away when the woman, HINA puts herself in between my aunt and the doorway and tells her “WHO TOLD YOU THAT WAS OKAY? LET ME SEE YOUR RECEIPT FROM THE FRONT DESK? THEY SHOULD HAVE CHARGED YOU MISS, YOU CAN'T JUST LEAVE.” I heard screaming because my room was close to the lobby and the walls were thin by the door. So I check outside for a moment and see my aunt walking back to her room and asking her what happened. She tells me that after the lady got in between her and the doorway, she told her to go ask the front desk why i got a free coffee and then walked with HINA over to the front desk. That’s when I heard Sarah and HINA going at it in the front. That HINA was yelling at SARAH about kitchen duties and SARAH is fighting back with her, saying yes i sent her over, what is the issue. Clearly they didn't like each other and my aunt turned into a show. After all that, I still wouldn't have paid for that breakfast either. Also if you take something from this review is that Sarah is incompetent, Barabara doesnt know how to communicate to people and it seems like she trained HINA, just the same way. Do not walk, RUN in the other direction of this place until they get better management and realize people need food and water to survive not for sale. Also in the pictures added were the spider we found in the room, and the make shift ice bucket I had to grab from the car because they didn’t provide us...

Staring off with the arrival. Myself and my family of four were doing a one daycation for Labor Day weekend. So our stay was from saturday to sunday. When reading about the location, it clearly states that check in starts at 2:00pm. We arrived just before 2:00, figuring we would have to wait a little while before checking in anyway, so we went and got our bags from the car and sat in the lobby for a couple of minutes. Shortly after two, the first attendant to greet us was sarah. She had told us that check in doesn't start until 4:00pm. Confused, we looked at our booking through our third party booker and verified it states 2:00pm. Then even going so far as to also check their google, and website checks-ins, All stating that check-in does start at 2:00pm. We showed this to Sarah, and she just states the same, this time saying we can check the amenities of the hotel, before checking in. i asked if we could keep the bags in the lobby, to which she replied, we are not responsible for your items but you can leave them there as you choose. Clearly a little annoyed at this point, I asked if there was any way that we could check in earlier, as we were misled by their false advertisement. She stated 3:30 was the best she could do. So, my mother and I sat in the lobby waiting with the items while my grandmother and great aunt enjoyed a stroll around the venue. Shortly after we were seated, more families and people were showing up, expecting to also be able to check in at 2:00pm. Sarah, being the only one available in the front kept repeating different times of when she can check people in. She stated to us, 3;30 was the earliest she could do, then told another family 4pm, and then another couple 3;25pm. So clearly, Sarah is either making up the check in times, or she is new. As 3:30 drew closer and the lobby became fuller, my mother and I were standing by the front desk, as were there first and would rather have a quick and easy check in. As I'm standing there another woman who is wearing attire similar to Sarah passes by my mother and I and goes behind the desk to their back office. Their back office is legit right behind the desk, and they had a door but didn't close it while having this private conversation. Her name was Barbara, clearly annoyed and started asking Sarah ‘what is happening out there? Why are there so many people?’ Sarah, very quietly and timid, tries to tell her that she doesn't know how to do the check-ins and was waiting for her the entire time to get there. As i heard this, i lost my mind on the inside. We specifically booked this venue because this had the earliest check in time, other hotels in the area start checking in after 4pm. Anyway, Barbara says ‘are you serious? You made me show up an hour beforehand because you don't know how to do your job?’. They both come out, trying to work fast, barbara takes my mother and i to one side while sarah goes off on a little tablet, claiming that there is one working computer and a tablet for check-ins. As Barbara works on the computer, I asked her a few questions about the amenities. Firstly to verify if they match up to what we saw online. Then, to also know where everything is, as the venue had areas for guests spread out through the building. I can see she is clearly annoyed by having to work with someone who cannot or did not learn how to do their job but she sniped at me, “I'm just gonna get you a paper so we don't ask too many questions?” I was very taken aback, so I turned to my mother and told her before she wrote anything down to get both of their names, and ask as many questions as you need to. Now, you pissed me off. So she came back and showed us the paper with amenities, times, and things to do in the area.I asked about their breakfast. For some reason, they don't have continental breakfast. Each room comes with a coffee pot, no fridge, no microwave. Barbara asked if we wanted to request one, but it would be an extra charge to the room, and that the microwave was in their little snack gift shop they have. Next to the front desk, they sell snacks at double their price, when you go to Walmart they have the same boxed snacks they have at the hotel but not priced the same at all. I asked jokingly, “Is the microwave pay to use, as well?”. I know she's tired of my face by this point. It's $16 per person for breakfast at the buffet in the restaurant. All the food is overpriced, 10 wings for $15, personal pie pizza starting off at $16 and toppings is a .99 add on is crazy and I live in NYC. I then asked about their pool hours. The outdoor pool is open at all times, indoor close by 10pm. I asked about dog and smoking areas, to which she was dumbfounded by how many questions I could ask. Barbara then states, “okay, if you need to call the front with more questions, you can do so, next please” trying to usher the next person. I then stated very loudly to the lobby, “well okay, and what's everyone's names here. Wanna make sure when I call it is to the right two people. So, BARBARA… AND, what's your name sweetie, OH SARAH, GREAT." I know I am annoying but it takes so much to get this person out of me. Continuing the day we made it to the pool, it was very lovely. Both indoor and outdoor look very outdated and unfinished. At one end of the outdoor pool there is a pile of rocks and dirt that looks like it was supposed to be a finished waterfall but it's just sitting by the pool outside. The indoor pool was small, about the size of a bedroom and connecting half bathroom. The gym and sauna were next to the pool, and I assume there used to be a hot tub but it was just taken out as we got there. After the pool, we thought about breakfast at the hotel but ultimately didn't do it because continental breakfast should be included when we are paying 400 for two rooms for one night. So, in the morning my great aunt and grandmother got up fairly early, they were trying to have coffee in their room. Their coffee pot was not working and they didn't want to disturb us, so they called the front desk asking if they could get coffee or a new pot. Sarah, from before answered and said breakfast is happening in a few minutes and she would be happy to let them grab a free coffee. Yes, you have to pay for the coffee, even though they are charging you for the breakfast buffet entirely. My great aunt is 10 years younger than my grandmother so she went to grab them both coffee. She goes to the front desk, tells Sarah, yes I was the one who called. Sarah then pointed her to the restaurant and showed her which way was the coffee. As my aunt grabbed the coffee from the table, a woman, HINA, from behind the coffee table started shouting, “YOU KNOW YOU HAVE TO PAY FOR THAT? EXCUSE ME, YOU HAVE TO PAY FOR THAT?” My aunt said “Good Morning.” to which HINA replied, “GOOD MORNING, ARE YOU GOING TO PAY FOR THAT?” My aunt, not wanting to argue, just says, “my coffee is covered, go ask the front about me.” She then starts to walk away when the woman, HINA puts herself in between my aunt and the doorway and tells her “WHO TOLD YOU THAT WAS OKAY? LET ME SEE YOUR RECEIPT FROM THE FRONT DESK? THEY SHOULD HAVE CHARGED YOU MISS, YOU CAN'T JUST LEAVE.” I heard screaming because my room was close to the lobby and the walls were thin by the door. So I check outside for a moment and see my aunt walking back to her room and asking her what happened. She tells me that after the lady got in between her and the doorway, she told her to go ask the front desk why i got a free coffee and then walked with HINA over to the front desk. That’s when I heard Sarah and HINA going at it in the front. That HINA was yelling at SARAH about kitchen duties and SARAH is fighting back with her, saying yes i sent her over, what is the issue. Clearly they didn't like each other and my aunt turned into a show. After all that, I still wouldn't have paid for that breakfast either. Also if you take something from this review is that Sarah is incompetent, Barabara doesnt know how to communicate to people and it seems like she trained HINA, just the same way. Do not walk, RUN in the other direction of this place until they get better management and realize people need food and water to survive not for sale. Also in the pictures added were the spider we found in the room, and the make shift ice bucket I had to grab from the car because they didn’t provide us...

Our stay for Labor Day weekend was disappointing. Despite the hotel’s website stating check-in starts at 2:00 PM, we were told by Sarah that it actually begins at 4:00 PM. After showing proof that check-in should be at 2:00 PM, she reluctantly offered a 3:30 PM check-in. Sarah’s inconsistent check-in times and lack of professionalism were frustrating. Barbara, who arrived later, was clearly annoyed and unhelpful. She was curt when answering our questions about the amenities and seemed frustrated with Sarah’s lack of competence. The hotel lacks a continental breakfast, and basic items like microwaves cost extra. The pool area was outdated, and the snack prices were inflated. In the morning, my family encountered more issues when trying to get coffee. Sarah initially indicated it was free, but then Hina aggressively demanded payment, creating a scene. The staff’s poor communication and unprofessional behavior overshadowed our stay. This hotel needs major improvements in management and customer service. I've included snippets of what we encountered at this place. if you can NEVER come here EVER. OR FIRE SARAH, HINA, AND BARBARA and maybe they have a shot of a better future for the place.

Barbara, clearly annoyed and started asking Sarah ‘what is happening out there? Why are there so many people?’ Sarah, very quietly and timid, tries to tell her that she doesn't know how to do the check-ins and was waiting for her the entire time to get there. As Barbara works on the computer, I asked her a few questions about the amenities. Firstly to verify if they match up to what we saw online. Then, to also know where everything is, as the venue had areas for guests spread out through the building. I can see she is clearly annoyed by having to work with someone who cannot learn how to do their job but she sniped at me, “I'm just gonna get you a paper so we don't ask too many questions?” I was very taken aback, so I turned to my mother and told her before she wrote anything down to get both of their names, and ask as many questions as you need to. Each room comes with a coffee pot, no fridge, no microwave. Barbara asked if we wanted to request one, but it would be an extra charge to the room, and that the microwave was in their little snack/gift shop they have. I then asked about their pool hours. about the dog and smoking areas, to which she was dumbfounded by how many questions I could ask. Barbara then states, “okay, if you need to call the front with more questions, you can do so, next please” trying to usher the next person. I then stated very loudly to the lobby, "what's everyone's names here. So, BARBARA… AND, OH SARAH, GREAT." in the morning my great aunt and grandmother got up fairly early, Their coffee pot was not working and they didn't want to disturb us, so they called the front desk asking if they could get coffee. Sarah, answered and said breakfast is happening in a few minutes and she would be happy to let them grab a free coffee. Yes, you have to pay for the coffee, even though they are charging you for the breakfast buffet entirely. She goes to the front desk, tells Sarah, Sarah then pointed her to the restaurant and showed her which way was the coffee. As my aunt grabbed the coffee from the table, a woman, HINA, from behind the coffee table started shouting, “YOU KNOW YOU HAVE TO PAY FOR THAT? EXCUSE ME, YOU HAVE TO PAY FOR THAT?” My aunt said “Good Morning.” to which HINA replied, “GOOD MORNING, ARE YOU GOING TO PAY FOR THAT?” My aunt, not wanting to argue, just says, “my coffee is covered, go ask the front about me.” She then starts to walk away when the woman, HINA puts herself in between my aunt and the doorway and tells her " LET ME SEE YOUR RECEIPT FROM THE FRONT DESK? THEY SHOULD HAVE CHARGED YOU MISS, YOU CAN'T JUST LEAVE.” she told her again to go ask the front desk why i got a free coffee and then walked with HINA over to the front desk. That’s when I heard Sarah and HINA going at it in the front. Arguing about a coffee, neither of them were going to drink. FIRE THEM...