Split Rock Resort Hotel - Indoor Waterpark & Pocono Mountain Getaway

Extremely Disappointed-Run down and overpriced! We were really disappointed with this place all around. We had high hopes but from the beginning everything was really run down and we were offered no compensation for all the mishaps. First the elevator did not work and we had to haul all our luggage up many flights of stair including a cold unheated set of exit stairs (which we had to use the whole time going to and from the pool in our wet suits-brrr). Then the first night our heat did not work and our room was under 60 degrees, nobody answered the front desk so I had to walk back down to ask for help and more blankets because my kids only had sheets. They never came until emailed a complaint and after 10pm I got a text if I wanted blankets? They finally came with some. They promised space heaters but never gave them. Then they finally said we could move rooms but it was so late at night I wasn't about to wake up my little ones up. I said we would wait til morning. The next day they said we couldn't switch rooms til 11am but in the meantime finally got the maintenance to fix the heater. The pool was supposed to be heated but was freezing cold. Half the arcade games were broken or kept getting stuck. When we went for our complimentary Thanksgiving meal the desk had forgotten to give us our voucher (which I had specifically asked them if I needed anything for and they said "No just show up") so we had to go back and get it. We paid extra for the water park and part of the rides were closed down and taped off, such a rip off and should have been included. Bowling was also extra and pricey for what it was. The basketball courts were not heated and had mounds of rolled up carpets and wires hanging out the wall, broken glass doors....The movie theatre had worn out and broken seats that grossed me out. . The entire place was so odd and run down. Our room was so far away and barely anyone was around. It honestly felt like I was in the movie the Shining and felt very unsettling. One night the fire alarm woke us up at about 12:30am and scared my kids for no reason. The windows in my husband and my bedroom had the locks broken off and had been open when we arrived on a 30 degree day and had bugs smashed all over it, they obviously did not clean or even check it. Our family of 4 really needed a getaway and have had to be very frugal with our money so this was a splurge for us after what we have been through so this was really quite the disappointment for my husband and I over the holiday. And considering that the staff did not try to accommodate for any of these mishaps or barely apologize for these inconveniences, it was pretty upsetting to say the least. I would never go back here and will let people no to stay far away from this place. I don't usually write reviews but felt I really needed to put this warning put there.

Worst Condo Experience Ever My boyfriend and I stayed at the Willowbrook condos at Split Rock from August 16-23, 2025. This was by far one of the worst experiences we’ve had with a condo (and we’ve traveled a lot and stayed in several throughout the US). For starters, at check in the girl who waited on us seemed more interested in her phone than checking us in. She also told us there were not any key cards available for us (in a resort this big, how are there not enough key cards for all rooms/guests)? Security had to let us into our room. Later in the evening when we called the front desk to ask security to come let us in (we still didn’t have a key card), they told us we could come to the front desk to get one - it was literally an hour later from when we checked in. This key card let us into the building, but not our room two nights in a row, in which case security had to come let us in our room regardless. We finally got a key card replacement that worked. As for the amenities, we were told at the front desk that in order to utilize the pools, movie theatre, mini golf, bowling, basketball courts, etc, we would have to pay the $199.50 resort fee. We were also told it was optional and we didn’t have to pay it if we weren’t going to use the amenities. We paid the fee. We checked out the outdoor pool the day we arrived, it was filthy and there weren’t pool towels available anywhere. There was trash and people’s belongings littered all around the pool and the chairs. The indoor pool never had towels available. We attempted to utilize bowling and mini golf, there was a wait - we didn’t get the chance to bowl until Friday after 5:30pm and we never got the chance to mini golf as there were never any balls available. Towards the end of our stay we stopped by the front desk to get clarification on the resort fee and were told we were given incorrect information about the resort fee being optional and paying the fee was what we should have done. There is zero security around entry of activities for those who paid the resort fee, so we could have not paid it and used everything anyway. As for the room itself (room 2115C), it was by far one of the most outdated, unclean, and broken down rooms we have ever stayed in. The list of things wrong far exceeds the list of good things: Unit was not cleaned well overall - seemed rushed Toaster broken Dishes & silverware visibly dirty No sponge to wash dishes with No curtains in bedroom or living room Uncomfortable couch - how could anyone relax? Dead ants on living room carpet Some sort of red spill stain on the dining area carpet Dried paint stains on dining room chairs Horrible water pressure in the shower Jetted tub was dirty and jets didn’t work Water in unit never got more than lukewarm until the day before we left Residue left behind in kitchen sinks Kitchen faucet leaked significantly Bed mattress felt like an old mattress - there was no spring/give when laying on it, resulting in poor sleep and waking up with back pain every day The money we spent for this condo was not worth it. I have been communicating with the resort for over three months now to rectify our issues and come to some sort of resolution/refund for our terrible experience. I keep getting communications stating that they are "working on it" but no resolution has happened and I do not hear from them for weeks until I reach out again and I receive the same response each time. I have filed a complaint with the BBB. This resort is clearly surviving off of reputation for being in the Poconos.

Worst hotel ever! Terrible experience and service. I could write a book on how much of a rip off this place is but will try to summarize it. They charge premium prices for sub-par commodities. 1. Elevators don’t work- so you’re carrying your luggage upstairs to your room. 2. Heat doesn’t work in unit, maintence laughed when they came to room and said there is no heating unit. Other units were 90° degrees and wouldn’t cool down. They brought us portable heaters then complained to us that they had to plug them in, in our room. 3. Drywall debris and insulation on the floor in the room. 4. Hair dryer in bathroom does not work 5. Shower head does not output water from all orfices. Only like a third of them spray water 6. Water is BROWN 7. Front desk does not call u back and tries to downplay their shortcomings. 8. Windows where not closed properly and don’t seal properly, leaves in a draft. 9. No continental breakfast like every other hotel. 10. Not even a pen or pad of paper in the room. 11. Phones in room don’t seem to dial out and could not get it to call the front desk. Had to use cell phone and get an answering service who transfered you to the front desk. 12. I have no idea how this place is in business. 13. Still waiting for an email response from manager and/or a phone call which I’m assuming I’ll never get. 14. No kitchenware in kitchenette. Couple of cups, a bowl, one pot. 15. Water pressure is lacking