Complaints

This profile includes complaints for Crystal Springs Resort's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Crystal Springs Resort

  3621 Route 94 Hamburg, NJ 07419-9651

• 

  Crystal Springs Resort

  1 Wild Turkey Way Hamburg, NJ 07419-1531

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was accidentally charged a room hold for $887.00. When I checked in, I was told the hold would be for $150.00. Crystal Springs Resort refused to release the cash hold on my debit card. I checked in on April 14. I checked out on April 17th. Today is April 21st. I called the *************** who said Crystal Springs has not yet released the hold on my card. I contacted Crystal Springs Resort, a man named ***** was very rude on the phone. He would not let me speak with a manager or supervisor to address my problem. Then, he tells me all managers and supervisors are in a meeting and won't speak with me. It has been almost a week that Crystal Springs has had a hold on my card for $887.25 which they won't release.****** *****

  Business Response

  Date: 04/23/2025

  Good afternoon,

  I was in contact with this guest after learning about her feeling as though she was mischarged, however, after attempting to speak directly with her over the phone on two separate occasions to break her folio down, was unable to get through as her mailbox has been full since last Fri.

  That being said, there is nothing on our end indicating an over charge or hold in the amount of $887 as mentioned in the compaint.  There was an actual charge in the amount of $887.25, but this amount was part of the remaining balance due to Crystal Springs Resort upon checking out of the hotel.  The guest was asked to kindly email us at ***************************************************** on 4/18, so we can investigate the billing inquiry and prior to submitting this complaint through the BBB on 4/21, but have not received any email in relation to this showing us the said charges.

  In the end, the guest's stay total was  $1,700.76 and that is exactly what she was charged.  If there are any other questionable charges she is seeing on her credit card statement, since she is in possession of her final folio showing all of the charges, this can be submitted directly to her credit card company by her if needed for them to investigate further on her behalf.

  We're terribly sorry we were not able to help her any further with this, but I have since requested for her to call me directly, and am awaiting her response.

  Crystal Springs Resort

  Customer Answer

  Date: 04/25/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  While the $887.00 was issued back to my card, I spoke with **** from Crystal Springs Resort.  I explained that my discourse with one of their representatives was very rude and disrespectful, and did little to help me with my concern.  It was also discovered that refunds were issued that were then dropped, and that it took the resort an excessive amount of time to close my reservation - after the funds had been taken erroneously.  

  **** was very polite and responsive to my concerns regarding the use of debit cards at the resort.  Thanks very much.  

  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After the most brutal, unprofessional experience on what was supposed to be a romantic getaway, the full amount of our stay was FINALLLYYY refunded. We did not stay even 5 minutes in the room before problems began and we ultimately left the resort. To this day my hold on the room that I never stayed in is STILL UNREFUNDED AND PENDING! I want it back and NOW! Its been 3 and a half weeks !

  Business Response

  Date: 02/19/2025

  Hello,

  Yesterday 2/18, I reached out to and spoke with Mr. ********** advising that I would be looking into this for him to see what might've happened.

  After our internal team at the hotel investigated this further, it has been determined that the said $150 authrization hold is not beng held up by Crystal Springs Resort from what we can see on our end.  Upon calling Mr. ********* again later in the afternoon, a voicemail was left advising that he should reach out to his bank/financial institution directly regarding this and if anything, have his bank call us *************) to help resolve if anything further is needed on our end:  

  Kind regards,

  ****

• Initial Complaint

  Date:04/05/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 20, 1996, we open a time share agreement with THE RESORT CLUB at great gorge with my wife at that time. unfortunately we divorced on 6/29/1999. I continue with the time share. I remarried on 5/4/2002 and wanted to have my current wife and *** included in the agreement for us to enjoy the facilities. They stated that it was just a matter of me going in and signing them into the agreement. Mind you, my agreement for 25 years with an expiration of 10/1/2021.So we continue with the payment and as 10/1/2021 come by , I was surprised that they are still asking and demanding payments. I presented them with my contract with expiration of 10/1/2021. They refused to recognize it and stated when I put my wife and kid into the resorts program, I sign a lifetime agreement. WHY WOULD I SIGN A LIFETIME CONTRACT KNOWING THAT I HAVE A LIMITED CONTRACT THAT ENDS 10/1/2021.They deceived me into thinking I'm just Adding my wife and kid into the existing agreement.Now they are threatening me with collection. Please help. They have refused to recognized my original 25 year agreement with expiration date of 10/1/2021 Thank you

• Initial Complaint

  Date:04/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged for a meal on 11/23/23 that per the front desk I was not to be charged for. I Have contacted the resort multiple times and have been confirmed that a mistake was made on there end but still have not returned the money.

  Business Response

  Date: 04/18/2024

  Hello,

  We have spoken to **** and regret that his family's dining experience last November did not go as planned.  As a result, we will be refunding him in full for this experience and he is aware to be expecting this credit sometime within the next 7-10 business days.

  Thank you,

  Crystal Springs Resort

• Initial Complaint

  Date:06/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon arriving at Mineral springs, I handed the clerk my debit card. They said you cant use your debit card. They said it had to be a credit card. Later I read that there was a fee for using a credit card. I called about my charges right after checking in. I was part of a wedding bloc. They were out of suites so I got a room with 2 double beds. I was staying 2 nights and paid for one night prior to arriving and I had questions about my charge. They said at the time of purchase would be $175. Suites were $229 and they had balconys, fireplaces, sinks, couch, and table and chairs. I wanted to know why I was charged $229 for first day and $398 for the second day. Sales tax in ** is 6.6%. $54 is a far cry from 6.6%. They said it would all add up at check out, and that I had been charged a $150 deposit. When I checked out I handed him the keys. He said everything had been taken care of and I would be sent an email. In the car driving home I saw another charge on my credit card for $229. So I thought the $398 would fall off and that was the charge. I looked again today and they were both still there. I was supposed to be charged $350 plus tax, instead I was charged $856. So I called, altogether 3 times. They told me that was a spa charge to get my hair and make up done. That is untrue. They said I would have to wait to speak with a manager. I never called the spa. So where did they come up with this charge? What time did I get my hair and make up done? I have receipts from stores that went to that day, and the other families know I was never there. What would make them think that I went to the spa. I never even went to that side of the building. Im sure they have cameras. So why would they put that bogus charge on my account? Furthermore, how are you going to deny a debit card at check in then charge a fee for using a credit card. Shady hotel, with questionable practices. If you dont give me my money back I will see you in small claims court. There was another couple in my room as I was putting on my make up. And I want that fee you forced me to have on the credit card. What was that $54 added to my charge of $175? Thats just theft.

  Business Response

  Date: 06/21/2023

  Good morning ****,

  I hope this message finds you well.

  This message in response to complaint ID: ********

  I did want to update you and let you know that I have spoken to this past guest of ours and everything has been completely resolved and settled by our team and the guest is satisfied.  The guest was charged correctly for her stay however there was a ************** charge not belonging to her that appeared on her statement which has since been corrected some weeks ago.  ********* did let me know that she will be reaching back out to the BBB to confirm this as well.  We just spoke with one another earlier today.

  Thank You,

  ****

  Guest Experience Manager

   

• Initial Complaint

  Date:04/13/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bait and **************** charged me a price for a weekend getaway to which i agreed. Then i get an email later for an updated price that is $2,000 more than the agreed price and expect me to pay the price or cancel.

  Business Response

  Date: 04/28/2023

  Good Morning ****,
  
  I hope this message finds you well.
  
  This message is in regards to complaint ID #********, for ****************************
  
  Due to a glitch in our booking system, **************** was able to book a guest room for the rate of $35 per night.  Our reservation team contacted him and offered a reduced house rate, advising of a system error. **************** declined the modified rate and contacted your office with the above referenced complaint. In order to remedy the situation, we have move forward in honoring the original $35 rate at our ************** (property of original booking) for the original dates of interest. Our hope is that this good faith act will satisfy the complainants grievance.

  Warm Regards,
  

  ****

  Guest Experience Manager

  
  

  Customer Answer

  Date: 04/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:10/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We stayed at Crystal Springs Resort from 10/27-10/28. I won a free night and a $500.00 gift card in a school raffle. When we checked in I presented the gift card and the employee stated to give it at the end. When we went to check out, they stated there was only $5.00 on the gift card. This gift card has been in my possession since I won it on 5/5/22. They stated the gift card was used over the telephone by giving the number on the gift card on June 29th at Bear Creek. The resort made us pay our balance of $350.00 since the gift card was previously used even when we stated it was not us. We can prove it was not us because we did not call to redeem it. Additionally, while staying at the resort, we had to present out name with every charge. Yet the resort is stating that whoever called in on June 29th to purchase 3 other gift cards did not provide a name nor does the resort have any record of who it was.My friend who got the package from the resort purchase out of her own pocked another $500.00 gift card. However, this resort should not have charged us and my friend should get her $500.00 reimbursed.The resort claims that they investigated and closed this issue in under 3 hours. We would not have spent money at this resort if we did not have the gift card.

  Business Response

  Date: 11/10/2022

  I hope this message finds you well and wanted to follow up with you regarding case# ******** for guest, ************************************

   

  After investigating the claim, it appears that there was an error that had occurred on our end resulting in a depleted balance on the giftcard in *******'s possession.

   

  I have spoke with one of our golf managers who is in the process of resolving this for the guest with a refund back onto the giftcard and we are expecting this to be completed by tomorrow.

   

  ******* has also been contacted via phone and we are presently awaiting follow-up from her. 

   

  Please let me know if you have any questions!

   

  Warmest Regards,

  ****

• Initial Complaint

  Date:08/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 4th weekend product was stolen outta my minerals locker. $600 worth of electronics. The staff said id be reinburst. Ast of 8/18/22 they are calling to collect payment for my membership. They now are saying they are not liable. And i should filed a police report. When the staff at that time said none was needed. In the phone delt with ****** .they said its not our problem . And i will not be reinuburst for the items stolen after other staff said i would be. She says its he said she said. Then proceeded to give me a hard time about canceling my membership. After they refused to accept responsbility for what other staff said or honoring what the satff members said about the reimbursement. At this.point i want nothing to do with this buiness and for them.to leace me alone. I would like the 600$ reimbursedplus the years membership dues ive paid in the last year But that will not happen. Due to unprofessional i dont not want to talk or to be contacted by this company at all if i will not be refunded i want them either find or investigated for any wrong doings. This company is ran by criminals that they constantly defrued and diseave members and guests

  Business Response

  Date: 04/18/2024

  Hello,

  This was a very unfortunate situation when we learned of this issue at the time and our hotel operations as well as membership services teams made every attempt to assist ***** with lots of care and empathy.

  All hotel guest's and members alike are aware that Minerals Hotel and Crystal Springs Resort are not held liable for stolen or lost merchandise and ***** was correctly advised to complete a police report which is the process. 

  While we regret these items went missing, no one on our staff expressed to him at any point in time that we would be refunding him for merchandise.  This member was very disappointed by this and as a result, threatened to withhold his contracted membership dues, also demanding a full year to be refunded as mentioned in this complaint.

  Thank you,

  Crystal Springs Resort

   

  Customer Answer

  Date: 04/19/2024

  
  Complaint: 17734450
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/26/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a reservation online with Crystal Springs Resort. My reservation # is *****. At the time of reservation the total was $1308.62. The first night of $622.00 was charged to my credit card. At the time of stay I was charged $802.58 plus an additional $50.03 for the convenience fee. A few days later I called to dispute the addition charges. My remaining balance should be $686.62. I was charged $75.00 twice for an amenity. So i was told i would be receiving a refund. Now I'm being charged $100.72 for hotel dining. I paid cash for all of my dining expenses. I spoke with three different people and I'm being told, all of the extra charges are fees that I was not aware of when make a reservation. I want to be refunded for any additional charges added to my ****. It would be the $75.00 and the $100.72. This was a terrible experience as this being my first time staying with the resort. Please help me resolve this matter.*********************************

  Business Response

  Date: 08/04/2022

  I had recently received this complaint and wanted to follow up with you to let you know that I have been in contact with ******** regarding the charges she thought to be a mistake and in fact just finished a final call with her again.  

   

  I have taken the time to walk ******** through her final folio to give her the confidence about what we had charged to her credit card vs what we did not.  On July 26th, 2 separate charges totalling $125.72 was refunded to her credit card on file and from speaking with her she did confirm that they both posted to her CC account on the same day.  She understands all charges/refunds now.

   

  These refunds were made to adjust the overall price of what she felt she should have paid for the ordered & received amenity based on the information listed on her emailed booking confirmation.  While this was explained to her at the time she addressed these billing issues with our front desk team, I am told she also said she did not want to "negotiate" and would be disputing the charges with her credit card company.  In the end, I believe this was a simple misunderstanding and because of how these adjustments to her **** hit her final folio, she was left confused..  

   

  Below is the summary of what we charged her credit card:

  • Combined room rate for both nights (inc all taxes and resort fees):  $1,253.72
  • Adjusted Amenity charge:  $50 
  • CC convenience fee: $50.03
  • TOTAL = $1,353.75

  Please let me know if you have any additional questions!

   

  Warmest Regards,

   

  ****

   

  Customer Answer

  Date: 08/04/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:07/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please be advised that on July 14, 2022, I parked my bobtail tractor at the parking lot next to my mother in law apartment. I have parked here several times before without incident. The security guard at gate opened the gates to let me in. On returning from taking my mother in law to the hospital, a security personnel came and asked Me who authorized me to park there , things quickly escalated from There. The problem with the encounter was the personal space and delivery of the command to leave the premises. There were no signs indicating that I was in a tow away zone , no prior or cautionary warning. The security personnel was rude, hostile and unprofessional. Harsh words were exchanged. Am making a complaint to advise the hotel that it is imperative that signs are properly posted to advise of parking rules and to properly train there security. I should not have to feel that I have fight with security because of the rudeness and threaten nature of commands to leave the property. My wife even had to intervene To defuse the situation!

  Business Response

  Date: 04/18/2024

  Hello,

  Unfortunately, this feedback does not apply to Minerals Hotel or Crystal Springs Resort as it is a separate company entirely ******************* who operates the parking lot for the condos ****** is referring to.

  Thank you,

  Crystal Springs Resort