Complaints

This profile includes complaints for Split Rock Resort & Conference Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Split Rock Resort & Conference Center has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Split Rock Resort & Conference Center

  428 Moseywood Rd Lake Harmony, PA 18624-7009

• 

  Split Rock Resort & Conference Center

  PO Box 567 Lake Harmony, PA 18624-0567

• 

  Split Rock Resort & Conference Center

  PO Box 672 Dingmans Ferry, PA 18328-0672

• 

  Split Rock Resort & Conference Center

  PO Box 547C Split Rock Resort Lake Harmony, PA 18624-0820

• 

  Split Rock Resort & Conference Center

  981 State Route 940 White Haven, PA 18661-3471

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:04/26/2025

  Type:Service or Repair 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.

  Confirmation: ************** 1. The toilet looks like it has not been cleaned in years has yellow stains in side. 2. The wallpaper is pealing off the walls 3. The heat/ac all night been making loud noise. No phone in room to call front desk.4. Mold smell in stairway 5. Elevator door take really long to open 6. When we try calling front desk from cell no one answers 7. Carpets have stains on them 8. Countertop pealing off 9. Stains in bathroom by picture frame.10. Top of Ac/heat has black stuff all over it.11. Glass in shower has black mold around it 12. No coffee machine but they left coffee, odd. 13. No hair dryer.14. Pot in cabinet put away with grease all over it, never washed.This hotel should be checked for mold and health violations. This was all in room 3104A . I want a full refund from the company.

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair 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.

  I want to file a complaint regarding my experience with Split Rock Resorts and their timeshare program. Initially, I was offered a free stay if I attended a timeshare presentation. When I arrived for the presentation, it took over 3 hours before I could leave. This experience was overwhelming, especially with my kids, a 4-year-old and an 11-year-old, with me. I felt rushed and pressured during the process.Despite the situation, I ended up purchasing the timeshare. However, I never got to use it. Shortly after, I separated from my partner and became a single mother. For over 7 years, I have solely shouldered the responsibility of paying for this timeshare. Unfortunately, Ive reached a point where I can no longer keep up with the rising costs. The maintenance fees, which now total close to $1,000 annually, along with the monthly payments, are too much for me to manage. My oldest child will be attending college next year, and I need to focus on saving to provide support for their education.I have always been a paying customer in good standing, with no late payments or outstanding balances. But when I recently began reaching out to Split Rock Resorts for help in exiting my timeshare, I was ignored or discredited. Most recently, Ive received no responses at all. This feels like intentional neglect, despite the fact that I have fulfilled all my financial obligations to the company.All Im asking for is assistance in exiting this timeshare. It has become a financial strain, and I feel Im being unfairly treated. I believe I deserve better communication and support as a loyal, paying customer. I urge you to address this matter seriously. Thank you for your attention.

• Initial Complaint

  Date:02/25/2025

  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.

  I am filing this complaint to share the unethical practices of Split Rock Resort in handling my timeshare situation. Despite providing proof of my cancer diagnosis and explaining my financial struggles, the company is demanding an exorbitant $5,000 to cancel my timeshare. This is after I have fully paid off the timeshare and all related fees. Even when I offered $2,000 to cancelan amount I can barely afford and far more than I believe is fairthey flatly refused. I am battling a terminal illness and am desperate to resolve this issue so as not to leave this financial burden on my loved ones. It is disheartening that Split Rock Resort is exploiting my medical hardship rather than showing compassion or understanding. I urge them to reassess their approach and work with me to reach a reasonable resolution of canceling the timeshare for no more than $2,000

• Initial Complaint

  Date:02/19/2025

  Type:Product 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.

  On Friday February 6, 2025, My family and I booked a 2night stay at Split rock resort 2/14-2/16. We paid $495.01 on the website I was in contact with the resort to see if we can get an upgrade on the accommodations. We placed several failed calls to the resort trying to speak a live person who could assist. We finally got thru on 2/11 and spoke to **** ******* the waterpark manager who informed us of the situation at the waterpark down boilers, two slides that were not operating, broken hot tub. At that time I requested a full refund for our stay because of the ongoing problems. Mr ******* stated he was not able to provide me with a refund since he was only the waterpark manager and since I purchased the waterpark tickets I had to contact groupon for a refund of the waterpark tickets. As far as the room accommodations I would have to contact the resort manager that handles that part of it. The general manager sent me a welcome email on 2/14 to which I responded my family did not stay at the resort due to the lack of transparency and we had requested a full refund. She apologized and states she was waiting to hear from reservations in order to issue me a refund of $495.01 which i paid for my stay. On 2/19, Ms ******* emailed me stating that the resort would not issue me a refund since I cancelled my reservation or was a no show. I do not understand how anyone would leave the warm home to go and stay in a resort without heat and boiler problems.

  Customer Answer

  Date: 03/17/2025

  The two attachments were reviews other customers left. They are dated back to last year the freezing water is due to the boiler issues the indoor waterpark continued to book knowing the ongoing issues and not providing transparency and allowing the customer the choice of whether they wanted to book the stay or not. When you ask to speak to a manager the resort tells you the reservation department makes the decision for all refunds though the reservation department books and does not provide transparency on the conditions at the resort.

• Initial Complaint

  Date:02/18/2025

  Type:Product 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.

  On January 16th,2025 we purchased four tickets for the amount of ******. Our daughters fifth birthday was coming up and she just wanted to go to a water park so we purchased the tickets for that event. We arrived on the expected date of February 8th, 2025. When we arrived we were told by **** at the counter that the park we purchased the tickets for was closed due to the fact their indoor heater was not working. This was highly disappointing because we had traveled almost three hours from ******** to get to this establishment and had not made any alternative plans. The resort could've avoided this by simply sending out an email or even making a post on their website. Instead **** apologized for the inconvenience gave us a piece of paper with an email and his name on it and stated we would receive a refund within eight business days. We still have not received a refund and we have been unsuccessful at any attempt of reaching a supervisor or manager to clear this issue. We had to watch our five year old break down in disappointment and not to mention our family members who also purchased tickets did not receive a refund as well. We could've chosen another park but they were advertising discounted tickets both on their website and on Groupon so we really couldn't resist. Now we're stuck with a charge we never received the service for.

  Customer Answer

  Date: 03/19/2025

  After consistently calling this business for weeks and getting the run around, I finally got in touch with a manager named ******** last week Friday. She promised the funds would be back in my account this week. So far I haven't received anything. No money, no apology, nothing. The people here are extremely unprofessional to say the least. This business still has ads for this waterpark on ******* and on their website. I'm pretty sure they will scam more people with those prices.

• Initial Complaint

  Date:02/14/2025

  Type:Product 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.

  This hotel is in violation of many safety codes. The room was damaged. Electric sockets without covers. Stained carpets. Trash and construction trash in the hallways. Broken furniture stored in hallways and in lobby. Dirty. ******. Elevator was broken and we had to walk up 5 floors to our room every time. Heres a portion of the email I sent ****: We attempted to get our money back and leave early but that was denied. I would like to ask if you are able to refund our money for the stay. The website is completely misleading. False advertising on so many levels. We picked your hotel because of indoor pickleball for the adults--which did not exist. Waterpark for the kids--which the majority was not being operated. The hot tub was not hot and it was disgusting... you could see dirt floating on top of the foam.We also had to leave every night to find restaurants since there were none open at Split Rock during our stay. The bowling alley was broken. There was one guy incharge of the whole downstairs (sports, arcade, etc)The website makes it seem that we would be staying at a resort. I can overlook an aging building but the actual facilities were not accurately described so we didn't get what we paid for. In addition to broken elevators, disgusting carpets, plastic wrap on the window in ***********... *********** had so many broken items laying around in the hallways. Doors were propped open with trash inside. I reached out to the general manager about the specifics and he agreed that it was false advertising and unfit for occupancy. He agreed to reimburse us for one night of our stay which was $250. Even though we paid $750 total. I was willing to compromise. But it has been a month since I shouldve gotten a refund and now he refuses to answer my emails.

• Initial Complaint

  Date:02/09/2025

  Type:Service or Repair 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.

  I booked a stay at this resort for 2-7-25 until 2-9-25. Nowhere on the site where you book does it say that check in is at 4pm they email you prior to checking in. Then check out is at 11am thats not even a full day of the resort. The waster park was down. The second hot tub was down. The room I booked had a jacuzzi which was not big enough for more than one person and the hot water runs out before it is full leaving you with cold water. The heating in the room did not work I mentioned this and the lady at the front desk said ok I will put a note in. It was freezing in the room all weekend. We played pool and they didnt have an 8 ball when plays pool without an 8 ball? The entire experience was horrible. The parking lot was not maintained at all I slipped and almost fell getting out of my car. The website said that the vip suite had 2 bathrooms one with a tub and one without a tub neither had a tub.

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair 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.

  On 1/31/25 I booked a 2 bed room suite for me and my family of 5 , upon arriving at 4 pm we went to the water park with the kids which the water was freezing , so within ***** mins my kids wanted to go warm up in the rooms , we went to the room and found NO RUNNING HOT WATER & No heat at all . We went down to the front desk and we where pushed to the side & totally ignored due to serval schools being there, No one was concerned about my family at all , finally at 7:30pm Mr ****** brought my family 2 portable heaters which where broken and unable to be used , I was confused on how this resort thought it was okay to use portable heaters which are a complete fire hazard . Not only that but our 2 ******************* sink had no running hot water at all , when maintenance finally came up it was almost 8pm & they realized the hot water heater was broken & we couldnt stay in that room , so around 9pm we where downgraded to a 1 bedroom for 5 people, This experience has been the worst of my life I will never come back or even send anyone there , I went from a 300$ a night suite to a 99$ room due to the resorts mess up & no one has contacted me at all.

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair 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.

  Dates of stay: 12/30/24-01/01/25. I paid $461.07 for the room and $136.40 for the *** Dinner.I have tried contacting the resort 5 times via email using the address giving for any issues, no one has contacted me to date. Upon check-in we were given instructions to our room which involve taking an elevator to the 2nd floor, walking across that floor to another elevator to the 4th floor. After unloading everything and getting to the 2nd elevator it was broken. No one informed us of this at check-in. There were no other options and we had to carry our bags up two flights of stairs to get to our room. We were later told there is a parking area on the 5th floor where we would have only had to go down to one floor. My partner has a bad knee and this was really hard on him and his knee did bother him the rest of the weekend from it.Although our room still shows 'without kitchenette' on receipts, I had called and changed our room to one with a kitchenette. However upon arrival our room did not have the stove top described. Our room did not have any garbage cans. There were no functioning ice machines. Half the activities in the water park were not functioning. Arcade also had many games not functioning. Only one person staffed the arcade AND bowling area and was unable to keep up with the lines of people. The *** buffet was also an expensive disaster. We had to jump through hoops to show we paid for it. There were no full - size plates available, everyone had to eat on small appetizer plates. There was no staff to provide drinks, no one drank during our meal. Many food options were empty. The only person who came to our table was someone again asking us to prove our payment. We had friends also join us at the resort for *** & the dinner where they had a number of their own issues as well, as in the water park passes linked to their room were not ready. The kids lost hours of time at the water park.Nothing at this resort was as advertised.

• Initial Complaint

  Date:01/13/2025

  Type:Billing 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.

  Made reservations for a trip was told on my receipt that I didnt have to pay until I got there. Company tried to charge my card declined it and then canceled my reservation and will not uphold my reservation. And now there are no rooms available for me to even go on my trip It was also booked a month in advance.