Split Rock Resort

We booked a stay on 3/25 and canceled on 4/3. My husband called that morning and spoke to someone from reservations for 4 minutes and we have the phone logs to prove it. Today, we received a welcome email and were worried they hadn’t cancelled and checked our credit card right away- lo and behold they kept our money and never canceled our stay. They claim now that they won’t refund us. And “have no record of that call.” I spoke to Jose Perez from reservation who told us “it’s only $260” and Kimberly the hotel manager and “top authority” who told us “it’s a Saturday no one is here to help you.” She told us we have to speak to the “accounting department.” So many departments for a hotel that doesn’t even have staff at check in based on so many reviews…. I should have taken the reviews seriously and never booked here. This place obviously takes advantage of people regularly. Now I have to dispute with AMEX and waste my time with this mess.

Split rock is really nice and we come all the time it’s a beautiful place and better then other hotels we love the karaoke and bingo and the rooms are beautiful we love this place but we just wish that there was more then one slides in the water park

The name of my business is Special Vacation. We take people with special needs on various vacations. We have been coming to Split Rock for many many years. It is one of my favorite hotels. Everything under one roof. We are always treated with respect and dignity. The staff bent over backwards to make sure that my group has everything that we need. there are so many activities and things to do to keep our group busy but the staff of course, make this a perfect vacation for our group. We are always welcomed at the front desk. Our meals are catered. The food is delicious and our weight staff was incredible. Nothing was ever too much of a problem for them. The overall atmosphere at Split Rock is one big family party. We couldn’t ask for more and are looking forward to going back again next year.

I figure I would post here due to the fact that they refuse to respond as well as the website is not working. This was my email to them. I would like to start off by saying it’s a good morning now that I left your establishment. We arrived yesterday afternoon at Split Rock Lodge to a nonexistent person at the check in desk. We were only greeted with a note that said go to Town Center. It was nice of you to leave that night but to leave a note where the actual town center would have been a plus! So at this time I will tell you how I came across split rock. I wanted to surprise my wife for our 15th anniversary. I decided to ask our close friends to join us. Our friends are equally frustrated with this entire experience as we are. We stayed in 111 and our friends were in 107. As I was coming out of the bathroom this morning I looked up at the ceiling and couldn’t help but notice you had floor tiles as ceiling tiles. I only know this because I have the same ones at home but are used for the proper thing, the floor. After waiting over 15 minutes to get a seat at breakfast we were lucky enough to get the last 4 slices of bacon. By the time our friends got there around 9 we were waiting for them to refill the bacon and orange juice so my wife asked a young gentleman who appeared to work there in a pair of sweatpants (unprofessional attire) at one point will they refill the items. He stated they were out of food but if we want, we can go to town center they should have something. So what ? Are you serious ? How is this possible ? You mean to tell me you run out of food and the only way to know is by asking someone. Completely unacceptable. So in pure disgust I went to the unoccupied front desk and attempted to scan the QR code to express my pure disappointment in our stay. Guess what, it got worse! I couldn’t even leave a review because the code wouldn’t work. Did you somehow block it because you were getting so many bad reviews? I had such high hopes did this brief overnight stay and in that short time I couldn’t even believe how much disappointment there was. When we first arrived my wife and I were talking about how to bring our children here for a stay. They are 10 and 11. Sadly, the only stay will be a stay away from this place. In conclusion, I would like to thank you for not only ruining a simple night stay and not having simple accommodations like a normal facility would have but also for saving me money on a trip that I am not going to take to your establishment again with my family. Also no ice buckets in the rooms, toilet seats that you cannot fit on as well as wallpaper falling off in the bathrooms.

We were not told when I called to make the reservations for a lakeview room at the Lodge that we had to first check in at the Town Center. So we drove directly to the Lodge only to find out we had to check in at the Town Center. We then were given a room on the 2nd floor at the lodge. We walked around the first floor looking for the elevator only to discover there is no elevator at the lodge. My husband is scheduled for foot surgery in May so he could not do the steps at the Lodge. We drove back to the Town Center which has an elevator & was given a room on the 2nd floor. We went to the 2nd floor room to find out the heat didn't work. We were then given an interior room on the 3rd floor with NO windows. We were told that this was the only other clean room. There were many issues with this room. The refrigerator did not keep our soda cans cold. The towel bars in the bathroom came off the wall. There was no heat or warm air coming out of the vent. There were no plastic cups anywhere to rinse after brushing. This room was next to the Keystone Ballroom which had a function at night & had music blaring till 11:00 pm. No restaurants were open other than the food court. We had to drive off site for a decent meal. Not a good experience for an anniversary getaway. The Lodge interior does need renovation.