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Business Profile

Resort

Split Rock Resort & Conference Center

This 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

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

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    Customer Complaints Summary

    • 61 total complaints in the last 3 years.
    • 35 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/02/2024

      Type:Order Issues
      Status:
      Unanswered
      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 writing to file a formal complaint against Split Rock Resort regarding the cancellation of my timeshare. Despite sending multiple request letters, I have not received any response or acknowledgment from Split Rock Resort.I have never utilized the timeshare, nor was it my intention to do so. Furthermore, I was not informed about the yearly maintenance fee associated with the timeshare.Due to my current financial hardships in retirement and my responsibilities of caring for my older mother and sister-in-law, I am unable to afford the financial obligations of the timeshare. Given these circumstances, it is imperative for me to cancel this timeshare agreement.I kindly request your assistance in providing me with the necessary information and requirements to proceed with the cancellation process. I am willing to comply with any procedures or documents needed to finalize the cancellation. Thank you for your attention to this matter.

    • Initial Complaint

      Date:06/27/2024

      Type:Order Issues
      Status:
      Unanswered
      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 writing to file a formal complaint against Split Rock concerning the timeshare that I purchased but have never utilized. The situation has escalated to the point where I incurred a debt associated with the timeshare, which was subsequently converted into a new loan without my full understanding.During the refinancing process, I felt immense pressure from the salesperson, and I believe I was manipulated into a decision that I did not willingly agree to. While I cannot recall the specifics of the initial signing, the subsequent refinancing involved two salespeople spending over two hours at my residence, employing coercive tactics that led me to feel rushed and pressured into signing without a complete comprehension of the terms.I now realize that the agreement was misrepresented to me, with critical details deliberately withheld or inaccurately explained. The lack of transparency regarding the rescission period, the lifetime commitment to maintenance fees, and the false promise of being able to sell the timeshare at any time have all contributed to my current predicament.Despite numerous attempts to communicate my financial hardships to the resort through phone calls and letters, I have been met with a steadfast refusal to consider cancelation under any circumstances. The financial burden imposed by the timeshare has become unmanageable, especially following the events in November 2020 that resulted in my job loss due to a vaccine mandate at my former workplace. Subsequently, I have been without any source of income for the past two years.In light of these circumstances, I am seeking your intervention in securing a release from Split Rock. I am no longer able to fulfill the obligations associated with this timeshare and am requesting a complete release from the contractual agreement.I appreciate your attention to this matter. Thank you for your time and consideration.

    • Initial Complaint

      Date:05/29/2024

      Type:Order Issues
      Status:
      Unanswered
      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 hope this message finds you well. I am writing to formally lodge a complaint against Split Rock Resort regarding their refusal to cancel our long-standing membership. We have been loyal members for 12 years, but due to unforeseen circumstances and financial constraints, we must discontinue our membership.Recent years have brought significant challenges into our lives:*****'s Situation: I, *****, am the primary caregiver for my 96-year-old mother, who requires constant care. Her fragile health and recent heart attack have placed both emotional and financial strains on me. The costs associated with her medical needs, along with the expenses of hiring round-the-clock caregivers, have left me in a precarious financial situation. Balancing these financial commitments with my caregiving responsibilities has become increasingly challenging.******'s Situation: ******'s daughter is currently pursuing higher education, and it falls solely upon her to financially support her daughter's college tuition and related expenses. To meet these obligations, she has taken on three additional jobs, leaving her with limited time and resources to enjoy the benefits of our timeshare membership.Despite our loyal membership and the clear documentation of our hardships, Split Rock Resort has been unresponsive and uncooperative in addressing our request for cancellation. Considering the severe financial and personal circumstances we are facing, their refusal to cancel our membership is unreasonable and adds to our distress.We respectfully request that the BBB intervenes on our behalf to ensure that Split Rock Resort honors our request for membership cancellation. It is with a heavy heart that we must part ways with this membership, but our present circumstances prevent us from utilizing the timeshare and continuing to bear its financial burden.We appreciate your understanding and assistance in this matter. We sincerely hope for a fair resolution.

    • Initial Complaint

      Date:05/20/2024

      Type:Order Issues
      Status:
      Unanswered
      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 sent an email to them in October of 2023 and they have never responded. But, they didn't respond to the Attorney General or the **** either. They feel they are ABOVE the law and (from what I understand) are currently defying the PA AG. For us, it is a money pit that is not being used. Have not used hardly at all. pay a maintenance fee for a timeshare not being used. now that we are older, we do not have the desire or energy motivation to bother. It would be a great financial and mental burden-release to get out of this timeshare.

    • Initial Complaint

      Date:05/07/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 just left your hotel from our 2 night stay and I am very disappointed with the service and misleading information that your hotel is supposed to offer. Upon arrival around 4:35pm on Sunday my two boys wanted to go to waterpark which was stated when booked that it was included, we were told it would be $35pp for the hour they were left open, to say my kids were disappointed is an understatement, then to find out it wasnt available for the rest of our stay was extremely disappointing. That was one of the reasons I chose this hotel. There wasnt enough supplies in the room to accommodate my family for our stay, including towels, shampoos, etc. to get a hold of the front desk was very complicated due to loss of service and connection from our room to the main office to even try to get extra supplies. We then found out that the ice machines were not working on both floors and were unable to get ice drinks. The air conditioning, bedside table lights also did not work when I contacted Expedia who I booked through they unable to get anybody at the front desk to resolve this. My family dosent get to travel often so our expectations were high with all of the possible activites and services your hotel had to offer to find out that no of them were actually available. Some type of refund needs to be issued for our inconvenience. also, upon exiting the building, I asked the front desk lady for the manager. She stated that she was not working, gave me the information on a sheet of paper that had somebody elses information on it that was staying at the hotel. This is unacceptable and should not have happened.

    • Initial Complaint

      Date:04/07/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 at this hotel with my family to not have heat, the elevator didnt work, and the only thing the hotel did was give blankets and no money back. They still are holding my incidental hold. I want all my money back and my deposit.

    • Initial Complaint

      Date:02/02/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Booked this trip over the phone for the H2O park, was told that i was staying within steps of the water park, paid nearly 500 dollars for a 4pm Saturday to 11 am Sunday stay, an additional 175 for the water park, from 4 to 8 pm, the water park had very little lighting, and was not warm at all, we were not booked at the town center like we were told, we were booked at the lodge .5 miles away from the town center and the water park, we attempted to go to the lodge and found no heat in the entire building less our room, we attempted to eat at the restaurant at the lodge and there was also no heat in there either, the waiter brought over a space heater and plugged it in behind us, we left do to the temperatures, there was no staff at the lodge either, if you fell you would have froze before someone would have been able to help you, this morning i drove to the town center to get coffee because our room had no amenities at all. After speaking with the front desk, about the price that was charged for the room, compared to the town center, why there was no heat, and no amities, i was given a email address. Will not be returning and i would not advise to go or stay. Additionally I have attached the response from the resort manager

      Customer Answer

      Date: 02/05/2024

      Complaint resolved. We received our money through *******.com

    • Initial Complaint

      Date:01/22/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 the Split Rock Resort in their main hotel, along with 3 other families. I booked it for the Town Center location as we were traveling with children and wanted easy access to all of the amenities. The day before our arrival our group was contacted individually to tell us that there had been damage to our rooms and they needed to move us to their offsite, willowbrook location. This is 1 mile down the road from all of the onsite amenities, including the pool, waterpark, bar, and activities. The person on the phone assured us that we would receive a $60 discount for the move as well as water park passes. We were also assured that we would be in the same building as all 4 families. Upon arrival, at check-in, I was again told that the $60 would be automatically taken out of my bill and had already been taken care of. They were having computer issues and could not print anything out to show me the new bill at that time but I took their word for it. Not only was my $60 not refunded, I was charged the full amount, but our party was split up into two different buildings across the street from each other. The buildings were old, with cracked tiles and mold in the bathrooms. Not what I booked. Two of the four families have received their $60 refund, but myself and another family have not. I tried calling the resort but it rings once and says the voicemail is full. An email I sent bounced back user unknown. I appreciate your help in addressing this issue.

    • Initial Complaint

      Date:01/20/2024

      Type:Product Issues
      Status:
      Unanswered
      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 the resort 12/26-12/29 and were supposed to be there until 12/30. We paid for a suite with a kitchen and no kitchen gear was there. We were told multiple times they would get us some and never did. I have kids with multiple food allergies who cannot eat at the store/restaurant. We had to buy pans. The water was brown in the tub, and our heat broke. I spoke to multiple people over our stay and no one helped us. Everyone said they would forward the information and we would get a call back and never did. I called multiple times since we have been home and the manager said she would escalate the issue. They offered one single free night which is not acceptable. I wanted a partial refund and not a single person is willing to help or return my messages. This business is completely unprofessional

    • Initial Complaint

      Date:12/07/2023

      Type:Order Issues
      Status:
      Unanswered
      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 absolutely appalled by the fraudulent business practices that I have been subjected to by Split Rock Resorts. I was sold a timeshare under false pretenses, with promises of easy vacation-planning, convenient exchanges, and cost savings that have turned out to be completely untrue. Instead, I have been burdened with exorbitant maintenance fees that only continue to increase every year, with no justifiable explanation from the resort.I have experienced multiple issues with the resort itself. On one occasion, I was assigned a room that was not clean, and had to watch as the cleaning staff completed their work before I was able to use it. Such an experience is not only inconvenient but also undermines the very purpose of a timeshare, which is to provide a relaxing and enjoyable vacation experience.To make matters worse, when I attempted to cancel my timeshare due to both financial and medical hardships, I was met with outright resistance and inaction from the resort's management. Despite several attempts to negotiate with them, my request has been repeatedly denied without any credible reason.As a result of these false promises and negative experiences, I am filing a formal complaint with the Better Business Bureau against Split Rock Resorts for its fraudulent business practices and for failing to cancel my timeshare due to genuine financial and medical hardships. I strongly urge the BBB to investigate this resort and hold them accountable for the damage they have caused to me and countless other customers. It is unacceptable for companies to take advantage of vulnerable individuals and to engage in shady practices like these. Thank you for your attention to this matter.

    Split Rock Resort & Conference Center is NOT a BBB Accredited Business.

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