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“Beautiful location, hotel does not live up to it” 3 of 5 stars
Review of Grand Cascades Lodge

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Grand Cascades Lodge
3 Wild Turkey Way, Hamburg, NJ 07419   |  
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Ranked #1 of 1 Hotels in Hamburg
Hanover, PA
1 review
1 helpful vote 1 helpful vote
“Beautiful location, hotel does not live up to it”
3 of 5 stars Reviewed July 30, 2013

We were at Grand Cascades for a board retreat last weekend. Check in was a nightmare, with many of our group not getting into their rooms until nearly 5 PM. I was in meetings, but my husband was told by a manager to "get to the end of the line", after waiting for 4 hours for a call to get our room. The room was nice enough,although not too clean. One bar of soap, cobwebs on the lamps, etc. When the children in the next room were arguing late at night, we could hear every word, so sound-proofing is an issue. The grounds are beautiful, gardens wonderful. It is a long walk to meeting rooms, but the food served was generally very good, with buffet breakfasts and lunches and dinners served at table. The meeting rooms were fine. Those of the group who played golf were happy, although one couple had their clubs misplaced after shipping them ahead from California. Generally, the place seemed very crowded, understaffed and hectic. Although I was considering recommending it for another group for a retreat, I will not be doing so.

Room Tip: Stay in a upper floor for the views, but stay away from rooms near the pool. The noise is very loud...
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  • Stayed July 2013, traveled on business
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Vincent S, Front Office Manager at Grand Cascades Lodge, responded to this review, August 1, 2013
Dear Rocky166,

Thank you for visiting Grand Cascades Lodge on a recent business trip. It is true that we have a beautiful property and some of the most amazing views in New Jersey; our grounds and gardens are indeed beautiful althought there is a lot of ground to cover from one end of our large property to the other. The same is true of our golf courses, which are among the top rated in the state and in the country. I am glad that you were satisfied with our conference and banquet services, of which we are quite proud. All that being said, clearly we did not provide the outstanding quality of service in several other areas of your experience, and for that, please allow me sincerely to apologize. While our check-in time is 4pm, our housekeeping and front desk teams work together to, whenever possible, check guests in as soon as they arrive at the resort. Depending on the activity at the hotel, that is not always possible, and sometimes we need until 4pm to prepare our rooms for check-in. If you or your guests were made to wait longer, I certainly apologize. That is not acceptable, especially if you arrived much earlier in the day. We do not have a priority check-in line for guests who have registered early in the day, so when a guest returns to check-in, we do ask that he/she waits patiently for an available front desk agent. You may have made a great suggestion there. Furthermore, to arrive at a room that definitely did not meet our housekeeping standards after a lengthy wait is very disappointing. Please be assured that your comments are shared with our management team. It is our goal to create a fun, luxurious, and relaxing stay for all of our guests.

I truly hope that you will stay with us again, whether for business or pleasure, and I strongly encourage you to contact one of our front desk managers to discuss your comments further.

Thank you very much for staying and for sharing your post,
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587 reviews from our community

Traveler rating
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (137)
Date | Rating
  • English first
  • Portuguese first
  • Any
English first
Senior Contributor
31 reviews 31 reviews
8 hotel reviews
Reviews in 18 cities Reviews in 18 cities
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed July 28, 2013

The place is nice ,front desk could had more helpfull by provide a map of location and recommend restaurant etc.. The rooms where nice could been a little bit cleaner had have bathroom clean when check and sofa bed sheets change all in the kids love the pool water slide into the pool was a hit and staff was nice with them too. The car attended where great help find place to eat since only one restaurant in the hotel very pricey and not kid friendly, we where able us their other location for tennis and other actives, hubby love the golf ! We give another try in winter.

Room Tip: If plan to cook in bigger room with full kitchen shop rite is few min away so don't have to bri...
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  • Stayed July 2013, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Vincent S, Front Office Manager at Grand Cascades Lodge, responded to this review, August 1, 2013
Dear Nancam,

Thank you for staying with us at Grand Cascades Lodge. We appreciate you taking the time to share your experience, and we are glad that our Biosphere pool provided some fun family time for you to share with your children. It is no surprise that your husband enjoyed golfing at our resort, as we have the finest courses in the region. Hopefully, he gets to experience all 7 of them. Regarding our restaurants, it is true that midweek we have fewer dining options and although casual, it is a more upscale experience. Luckily, there are some great local restaurants that are more casual, and I'm glad that our bell staff was right there to assist you with recommendations and directions. I was, however, disappointed to read that our front desk and housekeeping were not above and beyond expectations and your comments will be shared with our managers in those areas. Overall, we are all glad that you had a pleasant stay, and we look forward to your return visit this Winter (or sooner!). Thank you for posting.
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Vernon, New Jersey
1 review
2 helpful votes 2 helpful votes
1 of 5 stars Reviewed July 26, 2013

I recently went to the Biosphere Pool with my small children and was turned away by Dean, a twenty year old kid with a power complex because he wears a name tag at a pool. I have left a voicemeil complant and an email for his manager Vincent but have yet to be contacted by him. My exchange with Dean was so upsetting I actually left the pool crying. My children were extremely upset also. I attend this resort on a very regular basis because I live so close to it, and I am usually willing to put up with it's many low quality issues because my kids like to swim there, but Dean really brought things to a new low. Would not reccomend spending your hard earned money at this resort they really do not value the customers that are paying their salaries...

  • Stayed July 2013, traveled with family
    • 1 of 5 stars Value
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Union, New Jersey
Senior Contributor
27 reviews 27 reviews
10 hotel reviews
Reviews in 19 cities Reviews in 19 cities
15 helpful votes 15 helpful votes
4 of 5 stars Reviewed July 25, 2013

It was totally worth upgrading our room to a studio suite. Studio suites are equipped with a stove, fridge, dishwasher, washer and dryer (bring your own laundry soap), and a microwave. The king bed was awesome, believe it was tempur pedic, but not the pillows. We also had a great panoramic view of the mountain, we forgot we were in Jersey!

My family had an amazing time at the biosphere pool and the staff were friendly. We didn't get to dine to any of the restaurants in the property as we were all tired from swimming the night before. We did order room service for breakfast, it was nice, but needed a tinge of improvement.

Room Tip: Studio suites are good for a family of 4 and views are better on the higher floors.
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  • Stayed July 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Vincent S, Front Office Manager at Grand Cascades Lodge, responded to this review, August 1, 2013
Dear Gailstrails,

Thank you for sharing your review about Grand Cascades Lodge. We are delighted that you enjoyed your stay! We agree that our suites are an awesome value considering all the amenities they offer. Next time you stay, simply call the front desk for your laundry soap--we provide this at no charge, but by request only. I was sorry to read that your room service was just okay. We try to make our in room dining experience a comparable alternative to our restaurant dining, and I apologize if this fell just short. I am very confident that when you stay again and dine at the restaurant you will not be disappointed! Glad your family enjoyed our unique Biosphere pool and hope you were able to enjoy some of our other activities and amenities as well. We look forward to your return to Grand Cascades and thank you again for your post!
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New York, New York, United States
1 review
5 of 5 stars Reviewed July 24, 2013

Went for a one night getaway and and the best time ever. The staff from the time we arrive was so courteous and the other guests were friendly. As I always do I check out the room (Studio Suite 230) when I first get there and I was totally pleased with the cleanliness and decor. The biosphere pool was absolutely beautiful and romantic but I really would suggest there be an adult swim hour or two after 9pm so there is no children around and the adults can enjoy cocktails and each others company. Overall we had a great time and will definitely be back again and I have told family and friends to visit as well.

  • Stayed July 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Vincent S, Front Office Manager at Grand Cascades Lodge, responded to this review, August 1, 2013
Dear Sunshine,

Thank you for visiting Grand Cascades Lodge, and we are so glad that you enjoyed your romantic getaway! Our resort is a hidden gem for some, and we are happy that you discovered us. Our staff takes pride in providing a great experience and maintaining a wonderful property, and we sincerely appreciate your compliments. We look forward to your return stay, and thank you again for posting!
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Long Island, New York
Senior Reviewer
6 reviews 6 reviews
3 hotel reviews
Reviews in 6 cities Reviews in 6 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed July 23, 2013

Staff is easily accessible, very helpful and universally friendly.
Accommodations were great and the lodge has that classic winter lodge feel to it complete with lots of fireplaces, fire-pits, and that nice lodge ambiance.
Marshmallow roast every night; something the kids thoroughly enjoyed and will always remember.
Biosphere pool tons of fun.
Free valet car service.
Range of activities is wide including outdoor archery, canoeing, golf, lawn chess, ping pong, billards, foosball table, maze, survival school, the list goes on.
Check out Mineral Springs with full court basketball and Activity Center, including tennis.
Shuttle service is fantastic. Took us to Mineral Springs, a local restaurant, top of the mountain, almost everywhere we wanted to go, and all on a moments notice. Our group of 17 enjoyed travelling together rather than in separate cars. Just ask the front desk or concierge to call the shuttle.

One area I would like to see this large-scale resort improve on is conservation. The classic 'save water, hang your towels on the hook' sign was in our bathroom, but it seems like we always had newly washed towels despite our towels being 'on the hook'. There was no recycling on the premises and the maid took a bag of recyclable bottles we had separated from the garbage. I am guessing the maid threw them out. Most concerning is that the maid systematically runs the dishwasher every visit, usually to wash literally one fork and one cup. This seems very wasteful and a lot of water and energy could be conserved by having the maids load dirty dishes into the dishwasher while the guests decide when to run the dishwasher. Even the least environmentally-minded in our group was surprised by running the dishwasher to clean a fork and a cup!

  • Stayed July 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Vincent S, Front Office Manager at Grand Cascades Lodge, responded to this review, July 24, 2013
Dear Guest,

Thank you for sharing your experience, and we are so happy that we were able to be a part of your family's special gathering. We take great pride in being able to provide a venue that offers so much, so close and is absolutely packed with natural beauty. On behalf of our operational staff, I thank you for your warm compliments. We truly take pleasure in being able to help our guests feel welcomed and at home. I appreciate your comments regarding your green and not so green observations and have already shared them with our General Manager; there is some room for improvement there, for sure!

We thank you again for your kind words and look forward to your return! Have a great day!
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Coatesville, Pennsylvania
Senior Contributor
36 reviews 36 reviews
13 hotel reviews
Reviews in 18 cities Reviews in 18 cities
23 helpful votes 23 helpful votes
5 of 5 stars Reviewed July 17, 2013

Our family reunion for 24 was first class all the way: Exceptional food and service: Activities for all ages. Family from across the country marveled at the beauty of the resort.
Espically popular was the 18 hole putting green course.

Room Tip: Mountain views are the best. Upper floors have fuller views.
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  • Stayed June 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Vincent S, Front Office Manager at Grand Cascades Lodge, responded to this review, July 24, 2013
Dear Guest,

Thanks for posting and glad to read that your stay was the perfect retreat for you and your family. Crystal Springs is a family business, and we understand how important family is. To be able to come together and relax is special, and we feel honored that we were location you chose to spend time with those closest to you. We look forward to seeing you, and you family, again soon!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Grand Cascades Lodge

Address: 3 Wild Turkey Way, Hamburg, NJ 07419
Phone Number:
Location: United States > New Jersey > Hamburg
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 1 Hotels in Hamburg
Price Range (Based on Average Rates): $$$$
Number of rooms: 250
Official Description (provided by the hotel):
Experience Grand Cascades Lodge, the NY metro area's newest and most luxurious resort hotel. Ideally situated in the scenic mountains of northwestern New Jersey and just 47 miles from Manhattan, this elegant retreat offers spacious designer guest rooms with gourmet kitchens, fireplaces and balconies. World-class amenities include a distinctive Biosphere Tropical Pool Complex, the luxurious Reflections Spa, six award-winning golf courses, an 18-hole grass putting course, 4-star Restaurant Latour, 3 indoor/outdoor heated pools, meeting and conference rooms, on-site pro shop, gift store and more. ... more   less 
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Also Known As:
Grand Cascades Hotel Hamburg
Hotel Grand Cascades

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