Camelback Lodge & Indoor Waterpark

Reviews 3

JO

John Phoebus

We stayed at Camelback Lodge the weekend of February 17-19, 2017. We would not recommend staying at their condos because they misrepresent the quality and amenities of their rooms. The front desk staff including two so-called "managers" are disinterested and unwilling to address customer complaints. We had in 2016 stayed in a room that was described as a 2 bedroom loft in 2016. Because we were traveling with five adults and five children in 2017, we booked what was described online as a "3 bedroom condo". Instead we received a 2 bedroom condo connected to a one bedroom condo. There was a dinner table that seated 4 and a tiny kitchen. The room was much more expensive ($2,400) than the two bedroom loft and it was much much smaller. There was not enough space for all of the people staying at the condo to eat and dine together. Camelback does not have three bedroom condos. They tell people that they do but they do not. Friday night we gave management an opportunity to resolve this problem but were only offered $100 for our troubles. The manager did not appear to care about the bait and switch that their marketing engaged in to misrepresent the type of room we were given. She was rude and condescending. Saturday morning we called the desk to request kitchen utensils to cook breakfast and did not receive them until we made another trip down to the concierge desk. The rooms have absolutely no water pressure to the extent that barely any water came out of the shower head at 8 am. We were told that this could not be solved. We spoke again on Saturday with yet another "manager" who was even ruder and more uncaring than the first manager. We proposed a late checkout as a resolution to the issues we had with the room in lieu of the $100, which was simply inadequate. The manager made clear that she had the power to authorize a 1 pm checkout but simply reused to do so. We did get a spatula to use Saturday night. The Lodge also tries to sell you three day passes along with the room and represents that this will save you time but doesnt tell you that they cannot print these passes off at the condo. Instead you have to take a shuttle to the main ski area to get something sold by the condo cooking people. Skiing at Camelback mountain is great. They have good private instructors. The atmosphere at Trails End is great. The water park is a lot of fun. The rooms are clean. The ski mountain rangers, patrol, instructors and orange coated "-ambassadors" are great. It is a shame that the same positive environment on the mountain does not carry over to the management at Camelback Lodge. We travel a lot and expect a more principled and whole hearted effort to resolve dissatisfaction from customers.

JA

Janardhan Prabhu

I would advise everyone to pay some attention to the negative reviews. They will tell you what to expect. I was at CBR for a two night stay, not to mention about their overpriced lodging, overall it was definitely not a good experience. Unfriendly customer services except for one or two. The rooms did not meet our expectation, unwashed wine glasses from previous use, bed spreads in the pullout couch not replaced from previous use, extra blanket was dirty with lot of stains. Looked like it wasnt washed every since they opened the resort. The toilet bowl was clogged it took 3 calls to the front desk to get some one fix it, shower pressure was terrible was running on and off. Over all not a good experience for the tons of $ they charge. Too much of policing and frisking for outside bought food, doesnt make anyone feel good. My Daughters cookies were not allowed as it wasnt food bought within the facility. I had to check-out my DD drink as it wasnt allowed inside because it was outside food. She asked me to buy food and drinks inside and only those would be allowed. Rationing of towels in the water park and was provided only after producing towel cards which was redundant. When we have a RFID enabled chip in the wrist band, why was this necessary, the staff refused to provide towels until I showed the towel card which made us feel terrible . We were upset with the behavior of some unfriendly and non-customer centric staff. Concept of customer delight is totally absent here. Over priced food and the greed to make money at every available opportunity is the opinion we got from our two day visit. The indoor water park was nothing fancy to be honest there are better parks around Poconos for the kind of money you spend here. The outdoor park however is one of the best I have ever seen. I would advise anyone to just buy the outdoor passes and enjoy the facility than book a room here. The passes are available for $49 / person which is far better than spending $400 / night for a room just to get fee passes. Our stay and experience at Great wolf lodge was far better than camel back. Advise to the management: You guys have a way to go in enhancing the overall experience! And of course a lot of training for some of your not so friendly staff. House keeping needs to improve by a great margin! Do I visit this place again or recommend it to a friend, definitely not for stay but surely yes, for the outdoor activity.

MA

marigold nepomuceno

I really wanted to love this place but their customer service is just so bad its hard to look past it! I made my room and cabana reservation at the same time with Melanie over the phone. When I got there, my Cabana reservation was missing. Apparently, she put my Cabana reservation the date I made the reservation as opposed to when Ill actually be there. And of course there was no available Cabana at that time. The manager at Aquatopia Cabana rental said Id be refunded. I was waiting about 45 minutes for someone to find out if they had extra tables and chairs to set up for us around the Waterpark. The so called manager was basically dodging us the whole time instead of finding a solution. She suggested I go upstairs to sort it out. Really??? You messed up and you want me to go chasing people around to rectify the situation? I went upstairs and met with Jordyn who is the assistant director. She was more than apologetic and managed to find us a party room within 5 minutes of my complaint. Michael, the director, also came to help us out. He gave us arcade credits and all day pass along with a late check out the following day. Although the party room was a great gesture, we didnt use it since we found our own tables and chairs near the kiddy pool. The party room was also inside the arcade, which is outside the water park. So fast forward to today, I checked my credit card to see if Ive been issued a refund. Indeed I was but then there was another charge for the same price of the Cabana. When I called and spoke to Sara, the accountant manager, thats when I realized customer service truly means nothing to them. She answered the phone without any proper greeting. She didnt apologize for the additional charge or have any explanation as to what it was for or why. And when the conversation was coming to an end all she said was, "okay". These people need to learn how to greet customers over the phone or face to face. "Im sorry" "Thank you" "How are you?" "Have a nice day" goes a long way. The place is nice, clean, and kid friendly but the lack of customer service (besides from Jordyn and Michael) is enough to steer me clear of this place in the future.

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