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“Fantastic Rooms / Pool / Spa / Restaraunt - So-So Hotel Staff”

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Grand Cascades Lodge
Ranked #1 of 1 Hotels in Hamburg
Reviewed February 23, 2009

My wife and I booked a Spa and Stay package for Feb 15 - 16. We arrived at the Lodge to find a lobby crowded with people attempting to check-out. After ~20 mins and having received our spa vouchers, we were off to enjoy the afternoon at Elements Spa (down the road at the sister hotel - Minerals Resort).

After a relaxing afternoon, we arrived back at the Lodge to find the lobby still crowed with people, this time attempting to check-in. It turns out that ~ 75% of the people (including me) were told their rooms were not ready. This was 4PM (check-in time) and we were told it would be ~1 hr until the rooms would be ready. Normally not a big deal, however, we had dinner reservations at 6PM and both my wife and I needed to shower, etc.

After ~1 hr (now 5:15), we were told that it would be an ADDITIONAL 1 to 1 - 1/2 hours before our room was ready. Fortunately we were able to use the locker rooms at the hotel spa (Reflections) to get ready for dinner after the spa manager heard about our dinner reservations at 6PM. (By the way, the front desk kept telling us to use the pool locker rooms to get showered and ready for dinner. If you ever check them out when the pool is packed to capacity, you'll understand why it was poor judgement to even recommend this.)

Finally, we made it to dinner at Restaurant Latour in the hotel. This was probably one of the best (if not the best meals / dining experiences we've ever had). Food and staff are exceptional. If you get a chance after dinner, ask for a tour of the VERY impressive wine cellar.

Back to the front desk (now 8:30) to finally get our room. Did I fail to mention that they told me they would call my cell when the room was ready?..which they never did.

After finally arriving to our room, we both agreed that the room was very impressive. Roomy, nice bathroom, comfortable bed, gas fireplace, beautiful kitchenette. It was very comfortable and quite a relief after our disappointing check-in experience.

Overall we loved the room, spa and Restaurant Latour, however, if we ever return it will be during the week or on an off-weekend. Clearly the hotel staff cannot handle turning around rooms when fully booked.

  • Stayed: February 2009, traveled as a couple
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Thank misterSman
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GCLManager, Management Representative at Grand Cascades Lodge, responded to this reviewResponded March 11, 2009

Thank you for taking the time to post a review on Trip Advisor.

We truly appreciate your patience during our busiest day of the year. We are very pleased that you enjoyed your spa treatment at Elements Spa, dinner at Restaurant Latour and our room accomodations.

We apologize for the inconvenience and thank you again for visiting Grand Cascades Lodge and taking the time to write a review. We hope you will stay with us again and try out Reflections Spa. Please feel free to contact us at any point if you would like to discuss further - info@crystalgolfresort.com.

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1,801 - 1,807 of 1,859 reviews

Reviewed February 23, 2009

I have been going to this spa for 15 years, lately they started selling some rooms as co-ops. Since this happened the service for the guests has gone down the tubes it was as the guests were second class citizens. This used to be a great place to get away its to bad they killed it.

  • Stayed: February 2009, traveled as a couple
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Thank JoeKNy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed February 22, 2009

This place is unbelievable!!!......We took the kids for Presidents weekend after recommendations from a few friends! The staff is so attentive....They were very busy but continued to strive to satisfy us! Very good food at the Tavern and the Bistro restaurants..... Extremely professional staff and management. We felt like we were DINING IN THE CITY!!!! The pool was amazing and we took the kids skiing very nearby. There is plenty to do and we enjoyed every minute of it. We were completely satisfied with our trip and cannot wait to go back. We are planning to return for Easter Break!!!

  • Stayed: February 2009, traveled with family
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Thank dctnj
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed February 18, 2009

I booked a weekend stay at the Grand Cascades Lodge at a weekend where I had a large group outing at the Wild Turkey Golf course. The lodge had stunning views of the NJ skylands and the kids had a blast with the "biosphere pool". The hotel staff was very helpful and friendly. There was great choice of restaurants at the complex from family style to formal dining. This is a great location for family reunions to group events. I have organized golf outings here for the last 4 years through their Golf Sales Director and would definitely recommend a golf and stay package.

  • Stayed: October 2008, traveled with family
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Thank ijl007
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed February 2, 2009

There are so many things to love about Grand Cascades..our fabulous 2 bedroom suite was beautiful and offered many additional touches. We loved warming by the gas fireplace in the living room, the convenient in-room washer/dryer (note: no sample laundry detergent is supplied), the heated tile floors in the bathrooms, the fabulous temper-pedic beds, the great master bath with a jacuzzi tub, the convenient underground parking, the nice pool/hot tub/sauna area, the large slide into the pool and the convenience to Mountain Creek for skiing/snowboarding.
However, as great as all that was we were a little disapointed that the wine tour did not include a sample of the wine and that everyone found the shower water to be luke warm. This was very disappointing after a day at Mountain Creek. We all resorted to taking baths to get warm. I assume the jacuzzi tub had its own heater because that water was MUCH warmer. While this was enjoyable it was time consuming filling the tub each time. There were two machines in the exercise room out of order and the pool/spa is beautiful but not large. I would think on a busy day it could get very crowded fast. The pool/hot tub/sauna closed at 7pm on Fri and 8pm on Sat. This was really disappointing because after a day at Mountain Creek and a quick dinner we felt rushed to use the facilities and would of liked to utilize them after 8pm!! We felt that was very early for a weekend!
I have been to Elements Spa and enjoyed it..Reflections looks beautiful and should be opening soon..they did say that prices will be higher than Elements but i look foward to trying Reflections.
Overall I am a very picky traveler who likes nice accommodations and these were very nice. If you are looking for a great spa weekend away this is it,but i do not think the high $500 a night price was worth it. If the hotel offers specials and discounted rates in the future we would consider going again.

  • Stayed: January 2009, traveled with family
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Thank beachlovur
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 31, 2009

We stayed here for one night only by a friends recommendation who knew someone who worked in the restaurant here. We were excited and even given a discount on a room with a king bed! The rooms are really nice, very clean and comfortable. The pool was also the perfect temperature although we were surprised that there were a lot of children there, so it wasn't very relaxing.

But the food service was perhaps the most astonishing. For such an upscale place, we couldn't believe how bad the food service was and how much trouble we had with our food. During the day, the only place open is the Crystal Tavern, so this immediately limits your food options. The servers clearly are inexperienced and service was slow. We asked if we needed a reservation for the evening and were told we didn't. The evening menu at the Crystal Tavern is an upscale steakhouse, therefore we were really excited to have a nice meal. When we arrived for dinner, we were told we couldn't have a table because they were reserved for the rest of the night. Instead, we were given a "cocktail" table after waiting for 45 minutes. The steak I ordered to be cooked medium, was practically bleeding when it arrived, so I sent it back to be cooked a little more. It came back this time burnt on the outside and still bright red all the way through in the middle. I gave up on the meat and the restaurant did not offer to compensate us for anything. The next morning we ordered breakfast for room service and it was worse. They delivered pancakes with no butter or syrup, we ordered a cappuccino that came just as foamy milk and they told us to mix it with the coffee that came in a carafe! There wasn't any sugar for the coffee either. When we called to get the things that were missing, they didn't come for 30 more minutes and by then our breakfast was freezing cold. After speaking to the food service manager, he was defensive, but later offered to comp our breakfast. However, when the final bill came, we were still charged the full amount!

We would have loved our stay, but we cannot really classify this place as a resort or upscale. They seem to have very inexperienced staff in the food service department including the chef and we'd rather stay at a much cheaper hotel and go to a great restaurant than go back here. We were very disappointed.

  • Stayed: January 2009, traveled as a couple
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Thank caceresreviews
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CrystalSpringsResort, Management at Grand Cascades Lodge, responded to this reviewResponded February 2, 2009

Thank you for posting a review about your stay at Grand Cascades Lodge. We take all comments both good and bad very seriously and are very disappointed to hear about your experience. We are constantly striving to improve the service at our 5 resort properties and we thank you for posting a review that will help us to improve our facilities in the future. While reservations are not required at the Crystal Tavern it can become very busy during week nights and weekends. We value your comments on our food service in both the Crystal Tavern and our In-Room Dining Service, and your comments have already been forwarded onto upper management and are being addressed to ensure that these issues do not occur again. Please contact us at your convenience at info@crystalgolfresort.com if you would like to discuss this further with our Management Team.

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Reviewed January 25, 2009

I ave already told all of my friends and family! It was a great way to celebrate my 40th birthday. The room was beautifully decorated and very cozy. The food and wine were delicious. The spa treatments were great at Minerals Hotel, but I look forward to the spa at Cascades opening. It looks spectacular!. The biosphere made me feel as though I was much more than a 2 hour drive from home. I'll be back.

  • Stayed: January 2009, traveled with friends
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Thank woofy40
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Grand Cascades Lodge

Address: 3 Wild Turkey Way, Hamburg, NJ 07419-1531
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 Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 1 Hotels in Hamburg
Price Range: $392 - $536 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Grand Cascades Lodge 4*
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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