Resort
Split Rock Resort & Conference CenterThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Split Rock Resort & Conference Center's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 61 total complaints in the last 3 years.
- 35 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:09/02/2024
Type:Product IssuesStatus: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.
June 18th ************************************* full along with 7 other family members who purchased rooms. On the Split Rock Resort reservation page it states, Experience Split Rocks newly renovated two bedroom suite. This Town Center accommodation offers a comfort of home feeling with full kitchen, living and dining, and bathroom with a tub. There is a TV in the ***************** room. Close proximity to amentities like indoor pool, water park, arcade, bowling, indoor sports court, movie theater, gym, sauna and many more. On their website it states, Discover culinary bliss at Split Rock's newest restaurant in our Town Center. We can't wait to welcome you to an unforgettable dining experience! I mention both of these things to give the full view of this place which sounds like a wonderful atmosphere for a family reunion. This was our experience. We stayed in a two bedroom suite at the town center which in reality is just two hotel rooms made into one. The smaller room has a window looking out into the hallway.Every amenity was either out of service or booked for a private event. The pool was cloudy to the point you couldnt see below your waist. No restaurants on site only the sand bar by the lake and food court with subpar food. These pictures arent half of the gross things about our room. Splatters on the walls, broken fixtures, bathtub peeling, dirty new towels, windows that dont close, cracked vanities, dirty walls, mold underneath the sink, weird smell in the room,broken hair dryer.. AND infested with fruit flies. We probably saw at least 5 a day despite killing them!! The list goes on and on.This is the furthest thing from a resort more like a motel with minimal amenities. In regular resorts you see cleaning people almost every corner you turn. I think out of the week we stayed here I saw a cleaning cart once.The ** reached out to my review and I emailed two different emails with no response. At this point we would like our money back.Initial Complaint
Date:09/01/2024
Type:Service or Repair IssuesStatus: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 requesting a refund of $185.64 for my stay on 8/12/24. Booking ************* I have sent two emails to the company with no response Upon arrival I was given a very far away and outdated room with blood on the sheets. After 2 hours, I was finally switched to another room. That room was dirty- Im happy to send photos- they would not attach to this complaint. The air conditioning in the room didnt turn off- it was 65 and freezing. The website is misleading. The entire resort is run down, the entrance is moldy, halls, walls, rugs are dirty. The water park is mostly not functional (main reason we came). I had even called earlier in the day inquiring about the water park and no one mentioned it was barely functioning. There were no restaurants open, just snacks. Outdoor pool is run down and there was no lifeguard. Seats in the movie theater would not recline. There were at least three other occupants in the lobby with various complaints which is why it took two hours to get another room. The staff was very accommodating and tried their best. The managers RAN AWAY. Two customers were promised a refund while on the hotel phone with corporate office, but I didnt want to wait another hour for that.Initial Complaint
Date:08/26/2024
Type:Product IssuesStatus: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.
We are owed a ****** refund we have not yet received. We had to call the police to have our reservation cancelled after being at Split Rock for just a few hours. The outside pool was green with overgrown grass. The indoor water park never opened the few hours we were there and later told if it does open only the wave pool would be open. Indoor poor cloudy. Game room, many games not working. Many people in the lobby complaining. No manager on site. Ive called several times and emailed about my refund and keep getting transferred around. ******** the manager her mom has now died x2 once when we were there and just today when I called to speak to her. That place should not be open and the health inspector needs to go out there ASAP. I want my refund.Initial Complaint
Date:08/23/2024
Type:Product IssuesStatus: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.
August 9 2024 was the transaction date $263.12 was the amount A 2 bedroom suite 1) wasnt clean mold in 1st room & not a 2 BR 2) 2nd room ac didnt work. 3) 3rd room they gave there were ppl already in . They gave me an occupied room.Split rock resort didnt refund me the money they promised above.This place is unsanitary, rundown and needs to be inspected . Bed bugs were reported, mold, spider eggs in room, ****** sheets.. all pictures on yelp.Initial Complaint
Date:08/16/2024
Type:Service or Repair IssuesStatus: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.
My family and I booked 5 rooms at Split Rock Resort (Town Center) from 8/8/24-8/11/24 for my best friend's wedding (I was maid of honor). Resort advertises to have all sorts of amenities including water park, arcade, indoor pool, movie theatre, sports complex, etc. which is why we arrived earlier than needed so that we could enjoy what was offered. We paid in full upon check-in as this was part of a wedding block. We had issues from the very first hour in the resort and repeatedly asked for a refund but were continually given the run-around by staff. Finally, at check-out, we were instructed by the operations manager, *************************, to email her our confirmation numbers and she would submit a refund request to sales as the booking was part of a wedding block. However, upon returning home, I continually sent emails to ***** from 8/11 until 8/13 that came back undeliverable. I tried calling Split Rock several times without success as well. Then, on 8/13, my email finally went through and I received an email from ***** on 8/14 stating that she would reach out to the ** and then be in touch with me. I have not heard from anyone since. I had also emailed *****************, the ** listed on the website, *************************, the Group Sales Manager, and ***********************, from **************** I have not heard back from anyone. Not only did we want full refunds for our stay at the resort (which we were told by staff we would receive) but we also have concerns relating to safety in the hotel as well as cleanliness/unsanitary conditions. We have filed a consumer complaint with the Attorney General and are in the process of filing a complaint through ******************************************************************************* is located. In addition, we filed disputes with our credit card companies in hopes of getting refunds for our rooms since the staff of Split Rock are not getting back to us in a timely manner as promised. Please see the attachment for details on the issues that we encountered in the resort.Initial Complaint
Date:08/14/2024
Type:Product IssuesStatus: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.
Stayed over night 8/12 left 8/13 was promised refund but no proof provided one was given. Room had bugs in light fixtures and corner of bathroom. Blinds in room damaged. Stove in room had broken burner. No working ice makers in facility told to go to restaurant for ice yet restaurant closed. No towels in pool area. Not given towels for room until 11pm. Gym filthy no cleaning supplies available. Water damaged tiles to ceiling..Pool water cloudy. Pool tiles missing and those that remained were dirty. Water park did not open on time with only one attraction open. Billiards area had broken pool tables.Initial Complaint
Date:07/31/2024
Type:Service or Repair IssuesStatus: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.
My family and I visited on July 30th 2024, every slide In the water park was down except for 1 the water scum build up was so bad it turned the water black. We decided to check out the pool instead after getting in the hot tub we discovered worms all over the place. We decided to give the place one last chance and get into the pool this was a mistake. After entering I ended up with a used band-aid on my leg and hair all over the place it looked like the pool hadn't been cleaned in months. The place is a cesspool.i reached out for a refund sense we didn't spend more then 45 minutes there and never even got an email back.Initial Complaint
Date:07/21/2024
Type:Product IssuesStatus: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.
The accommodations at this resort were deplorable. Their website indicated "an extraordinary vacation getaway". "Promise of Comfort providing all the needs on your vacation." Upon arrival at 4:00 pm, our room was not ready. We were told check in BEGINS at 4:00. In my 50 years of traveling, I have never been told check in BEGINS at a specific time. After a five hour drive I was tired and very unhappy. We did not get into our room until 4:30, and we had another destination another hour away. I asked for the manager and when requesting a discount due to the inconvenience, she rudely said "NO" and turned her back to me and walked away. (Her name is ********).I reserved a suite with a kitchen, bedroom and fold-out couch. There was no coffee pot, one bath towel/hand towel/washcloth for my son and I, no Kleenex, no garbage can in the bathroom and worst of all, everything was damp in the room. The carpet was filthy and wet, and we could not regulate the temperature so as not to wake up in damp sheets. Also, I had to keep my clothes in my suitcase to avoid them being damp. The shower curtain was about 13 inches too long so it laid on the bottom of the bathtub. They are so lucky I did not fall over the curtain or I would own that resort right now. There was phone in the room but it didn't work, so I had to call the front desk with my own phone. Also, many of the outlets did not work, so my phone went dead overnight - even though it started to charge when I first plugged it in.I was shocked that there were no housekeeping services. We had to call for anything we needed (towels, blanket, garbage pick-up, etc.) If I wanted to stay at an *******, I would have reserved one. I wanted housekeeping services. It was ****** weekend so finding other accommodations was not possible. Believe me, I certainly would have left if that was an option.I am requesting a reimbursement on my room. These accommodations were not worth $50.00/night, much less the $136.00/night I paid.Initial Complaint
Date:07/19/2024
Type:Sales and Advertising IssuesStatus: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.
We are writing to share our experience with Split Rock Resort and the timeshare we purchased. We had initially been drawn to the promise of a seamless, enjoyable vacation experience for our family, but our actual experience has been quite the opposite. During the sales presentation, we were assured of free access to the water park and various other amenities, flexibility to use the timeshare whenever we wanted, minimal and stable maintenance fees, and comfortable and spacious accommodations suitable for a family of six. None of these promises have been fulfilled. Every time we attempted to make a reservation, we faced endless transfers and hang-ups, making the process unnecessarily arduous. When we did manage to make a reservation, we were only able to use the timeshare once, and the experience was far from satisfactory. The room we were assigned was significantly smaller than what was shown during the purchase process, with inadequate heating that led to a severe asthma attack for my five-year-old son. The lack of immediate and accurate assistance from the resort staff exacerbated the situation, leading to a critical health emergency where my son was airlifted to another hospital. While still dealing with the aftermath of my son's medical emergency, a sales representative approached us, trying to sell more points, showing a complete lack of empathy and understanding. Contrary to what was promised, we had to pay for amenities such as the water park, and the movie theater was showing outdated films, not the latest releases as advertised. The maintenance fees have increased every year, which was never mentioned during the sales pitch. Continuing to hold this timeshare is a financial burden that offers no value to our family, and we do not wish to pass this burden down to my children. Please have someone reach out to us in response to this complaint so we can discuss the cancellation offer we deserve.Initial Complaint
Date:07/13/2024
Type:Order IssuesStatus: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 purchased a timeshare with Willowbrook at Split Rock in 2002. They have changed ownership since then. I have made all payments and continue to pay the annual maintenance fees which have more than doubled. The last time I booked my week, I was told I would have to pay daily resort fees in addition to my maintenance fees. I tried to explain that I never had resort fees before and that I am a timeshare owner. The representative said theres no way around this. I paid the fees and booked my stay. Upon arriving, there have been no significant updates or changes to the establishment for guests or owners. I stayed in a room with the same furniture and decor as the many previous times as far back as 2002. I tried reaching out to the new owners, Bel Air, regarding the high maintenance fees, lack of upgrade, and now daily resort fees. They havent responded in writing and by phone I get the same response. There is nothing we can do about this. This is the new owners policy. I have all of the paperwork from this timeshare agreement signed in 2002. I understand that costs for everything increase and so maintenance fees increase as well. I was never given an option to terminate my contract when new owners took over, nor was I made aware of the changes they were going to implement. There were no modifications or accommodations made for established time-share owners at the time transfer of business. In addition, in 2022 they maintained that resort fees will be used to maintain a resort app and will provide Bel Air Delights and complimentary breakfast, none of which were ever provided. There currently is still no resort app. I found a booking confirmation from my 2022 stay where the claims were made. I would like to keep my timeshare with a reduced maintenance fee or, at the very least, no daily resort fees when I book with my home resort. If thats not an option, I want to terminate our agreement and unbind me from any future fees or payments.
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