Pocono Manor Resort & Spa

Reviews 3

ST

Stephanie Martinez

First, I would like to say that the Manor has a wonder, vintage charm to it. The room that we stayed at was updated and roomy. We had booked this room through a Groupon offer that we had found. I choose this location due to the many amenities it offered for my fiance and myself. We were so taken by surprise by its unique charm that we even booked a wedding tour with Nickole, who was great by the way. The problem began upon our second day there, that I noticed a charge of $322.00 on my online bank statement. Upon further investigation through my bank I was told that there had been an authorization hold on my account from the Inn at the Pocono Manor. I was terribly surprised by this due to the fact that upon check in, we were told that an incidental fee of $50.00 per day would be held on our card and released upon check out. I signed the document stating this, authorizing a hold of $100.00 for our two day stay. Upon bringing this up to the Manager, Julia, she replied in a very blase manner, "that this is just how it was and had no control over this due to their computer system and it automatically charged incidental fees and two day stay fee ." I was taken aback by this response because clearly the staff had failed greatly in disclosing this pertinent information and explained to her that the stay had been paid through Groupon. I understood perfectly well that the resort fee of $20.00 per day would have to be paid at check in, along with the $100 incidental hold. I pressed the issue due to the fact that I had several automatic transactions that took place with schedules bills and was penalized due to funds not being available. I explained that if I would have been told otherwise, I would have adjusted accordingly and used another card. Her response was simply, "Next time dont use a debit card." Excuse me? I am astounded that she is in the customer service business let alone the hospitality business! She said she could call the bank, but seemed far too bothered to want to do it. The hold was released and would take up to 7 business days to reflect on my account. This was clearly a mistake on their part and her response was nothing but rude and quite frankly dismissive. Upon checking out I was going to use another card to pay for our dining in the manor and was told that there was a balance to be paid. Before I could give her the other card to pay she had charged the same one that was over drafted and stated she could refund it and charge the other one. She is clearly not well suited for this job because as we stood there trying to resolve this issue, three other patrons came to the front desk complaining about extra charges. Her answer was the same for all of them, " This is how our system works." She clearly doesnt grasp how disclosure laws work, due to the fact her staff has their patrons sign one document, but put on hold a higher charge. Out of frustration of trying to get rid of us, she simply gave me the card to the general manager, (which I left a detailed voicemail for), and was everything but apologetic. She was trying to convince us that this is how all hotels function, but I am assuming she has not ventured far due to never having this issue upon my stay at various hotels throughout the country and different continents. Beware of the manager because if you have an issue be prepared to be received with a bothered retort. It is a shame due to the fact that my fiance and I were planning our wedding here for next year, but if this is going to be the service we get, Id rather not deal with unnecessary stress. UPDATE: KRISTA the resort manager called and reimbursed me for my overdraft charges. She was incredibly nice and helpful, and apologetic about the whole ordeal. She was a pleasure to speak with.

HE

Heather Petersheim

My husband and I stayed at Pocono Manor for one Saturday night to celebrate our 10 year wedding anniversary. We had never been to the Poconos before. The Inn at Pocono Manor was a great spot to celebrate and we will probably eventually return again. The grounds are very pretty and the historical charm greets you immediately. We had a hard time finding the resort at first because if you enter from one side there is no road sign to tell you where to go, but look for the haunted candle shop and turn after that! We got there an hour before check in and had no problems going to our room. We had a very pretty view in our 1 king room. The bed was pretty, super comfortable, and there are cute touches like a rought iron mirror. We decided to go for a hike and took the walk to the waterfall. It was an easy trail and was fun looking at the vacation homes on the way. The waterfall is very pretty. When we returned to our room, we were kind of lounging around and heard very loud music beneath us. After awhile it didnt stop and we concluded we were right over the pub. We have four kids ranging in age from 1 year old twins to a 6 year old and were here hoping for rest so we called down to ask if this music would be playing late. They said until 12am and since we figured we would be up until then anyway we thought we would just stay put so we didint have to repack everything and move. Shortly after, someone called back and offered us a different larger room that would be more quiet. We decided to move. The new room was a 2 room suite with two king beds. It was very spacious and these beds were very comfortable too. The view wasnt as good, our first room looked over the mountains (and you could open the windows which was lovely, in both rooms). The new view was a nice view of the pool area which is beautiful. Which leads me to the pool and activities. You will not be disappointed by the activities available. There are pool tables, a walking trail, an indoor pool, a fitness facility, a beautiful outdoor pool with cabana bar, and a campfire in the evenings! The pool was too cold to go in but we enjoyed lounging by it! We ate breakfast which is $13 a person. It was good, we are from Amish Country where the buffets are huge and incredible so it wasnt much compared to that but it was certainly plentiful, something for everyone and the breakfast area is beautiful! The omelets were good, the waffles were good, and the view was really nice too! Our server was great. Everyone we came into contact with was pleasant and helpful. We were able to get a 1:00 late checkout which was wonderful. If you are deciding where to stay, I would definitely recommend the Inn at Pocono Manor. Ask to stay in a room not near the pub is my only recommendation, and if you are considering a wedding here I would say you wont be disappointed. It is very stately with old world charm and beauty. If you have a problem they will fix it promptly and although it wasnt ideal to repack up and move rooms they certainly redeemed themselves by giving us a nice quiet room. We had a great time and hope to return one day with our kids!

JE

Jeremy Janas

2.5 / 3 Stars: You can tell they did their best at trying to renovate the main building. I hear that the lodges or external buildings have not yet been updated. Room sizes were decent, but even the renovated ones seemed to be dated. We had a room on the 4th floor with two windows; mountain view and rear parking. We kept the shades open on the mountain view. Bathroom was decent, a bit small but there just felt like it was a constant draft or much colder in there then the rest of the bedroom. Being the winter it was very much noticeable getting out of the shower. Pain points, there was a significant door gap with our door and hallway, quite a bit of light could shine through, at least a fingers width. Hallways were very loud and people going in and out of their rooms it was almost like not even having your door shut in the first place. The TV, weird setup, there were two sets of volumes, on to control the cable/satellite and one to control the actual TV. The remote only controlled the cable/satellite and when you shut off the TV you had to physically turn the volume up on the TV. It would not remember your last setting and would default to super quite. Rest of the Amenities, we were there on an off date, so there were very few guests when we arrived on a Thursday. This is great if you want your privacy but walking around at night, the place really feels like the Shining. The pool in the main manor was well taken care of, very clean but located way down a hallway and in the sub-basement. For the Kids, they have a small arcade room and a decent side game room with 2 Pool Tables, ping pong, fooseball, poker and chess/checkers tables in the basement level. They also had a really cool looking den area next to the game room with a bar but, it was never open. It would be a really cool place to chill and drink a Scotch in one of those big leather chairs next to the fireplace. That room did have a bit of a musty smell to it but if that bar were open, I would have liked to utilized that room. Because the weather was so cold this past weekend we didnt get a chance to explore the Spa which is across the parking log of the main manor or the Gym in the other surrounding buildings. Overall, wed like to give this place another shot, maybe in the spring or summer months and when there are more people around to interact with. Also to take advantage of the horse back riding and other outdoor activities they have to offer.

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