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.

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

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  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

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  Split Rock Resort & Conference Center

  PO Box 672 Dingmans Ferry, PA 18328-0672

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  Split Rock Resort & Conference Center

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

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  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:07/11/2025

  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 writing to file a formal complaint against *********************************** and Split Rock Resort for their unethical and unprofessional practices. For years, we have been working tirelessly to reach a fair settlement and cancel our membership, but our efforts have been met with silence, unhelpful responses, and unreasonable demands. In August 2023, ****** ******* informed us that cancellation was possible only if we paid an outrageous $5,000 fee. This demand is completely unethical and exploitative, especially given the financial strain, poor service, and lack of transparency we have endured throughout this process. No reputable company would demand thousands of dollars from a customer who has already suffered such mistreatment. Despite our repeated attempts to negotiate a fair resolution, the company has refused to engage in meaningful dialogue, leaving us emotionally, mentally, and financially drained. We demand an immediate reduction in the exit fee to a fair and reasonable amount. Someone needs to investigate this company and hold *********************************** and Split Rock Resort accountable for their unacceptable behavior. We demand someone reach out to us so we can proceed with cancellation with a waived fee.

• Initial Complaint

  Date:07/09/2025

  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.

  prepaid for hotel room. Checked in on the day of arrival to find the hotel had no air conditioning (just window units which did not cool the hotel room), water needed to be boiled in order to drink/use, water was brown, no elevator in service so we left the day we checked in due to health concerns/safety of my young children. Asked for refund for days that we prepaid for that we did not spend in the hotel and since 6/24 I have not heard from hotel about refund. We were communicating via email until it came time to issue the refund now hotel GM (*****) will not return my emails or calls.

• Initial Complaint

  Date:07/08/2025

  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.

  We left 2 days early of a 3 day stay on 4th of July!Not a single dish or pot in site. Not even a coffee maker. Had a blending and a toaster... How are we supposed to do anything in this room that was said at booking it had all the amenities. Its not like we booked though ********** we booked with Split Rock.But wait... there's more!You think this room was to code.... FIRE CODE! ****. No fire extinguisher, No exit plan, no elevator inspection. Yes, there was sprinklers but at this point I doubt they worked too. We told the front desk about the fire extinguisher. Again, was told, "we are in the middle of remodeling" After driving 3 hours with a baby, we stayed the night and packed all our things up and "checked out" at 7:30 am.We told the front desk we were checking out early (7/4/25) and wanted to speak to the manager and a refund for the 2 days we won't be staying. The lady didn't ask why we were leaving or anything. They said the manager will be in and 3:30pm that day and she will call us with a ********* we were checking out there was a BOIL WATER notice on the counter from MAY 14th. This was not informed to us when we arrived let alone on the counter at 4pm check-in the day before. ***** bacteria in the water. How are you supposed to boil water without pots and pans. Thank GOD I gave my baby bottled water I brought with me and not sink water for her bottles. After not receiving a phone call from so called *** the manager, we called (7/7/25) to be jerked around again with "the manager isn't in today and won't be back till Thursday." So, you're telling me you don't have a manager on the ground for DAYS at a time and the only person that can help us is a manager. At this point, ****************** however you spell their name, was getting loud and snippy with us on the phone as all we wanted to get this resolved. She hung up on us.

• Initial Complaint

  Date:06/26/2025

  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.

  We booked a stay here for 7 days and paid a total of $3437 for a 2 bedroom and 2 one bedrooms. There was no air conditioning and the resort didn't have drinking water. Had to boil water just to wash dishes. The resort didn't inform us before check in that the majority of the amenities, the whole reason we booked here were not available. This is not a case of buyers remorse. The resort purposely mislead us as to what was offered. They didn't update their website to reflect that most of their amenities are not maintained and not usable. We're not asking for a full refund but, we should be offered something for them misleading us.

• Initial Complaint

  Date:06/07/2025

  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.

  We cannot get a ***resentative of BelAir Collection ******************************* ****** on the phone after the initial contact in October 2024 trying to end the timeshare of my elderly father, ****** ******. They asked for a doctor's note which we provided, but have not contacted us to arrange for him to give back the timeshare. My father and late mother have been loyal, paying timeshare owners at Split Rock Resort, ************, ** since around 1983, but now she is deceased and his health is failing. We need to negotiate a way for him to end this timeshare as the maintenance fees are now close to $1000 each year. This organization asked for a doctor letter, which we provided, and now has not answered subsequent emails or phone calls we have made to further discussions. We emailed an initial doctor note on 10/20/24 and followed up with another email on 11/4/24. The doctor formalized her letter and emailed it to BelAir around 4/29/25. I have tried calling numerous times only to get hung up on when no *** was available. Is there any way you can help us? Does he have to keep paying until he dies? Are there implications/responsibilities for heirs? Note: the amount of the money being disputed that is entered below in a yearly fee, not a one time fee. Thank you for your help in this important and frustrating matter, we greatly appreciate it. This has been so upsetting for my father and we wish to end it in as amicable manner as possible. My email address is ****************** and cell number is ************. Sincerely, ****** *******, daughter of ****** ******.

• Initial Complaint

  Date:06/04/2025

  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.

  Bel Air Vacation Clubs silence is unacceptable, especially when dealing with a critical situation like mine. Were paying customers and cannot just be ignored.I have a serious health issue and am in the evaluation process for a kidney transplant. Traveling isnt an option for me, and I simply cannot keep up with the maintenance fees for a timeshare I cannot use. Their lack of communication is appalling, and it feels like theyre ignoring my situation altogether while expecting me to keep paying for something thats now completely unfeasible. We need better communication and resolution than what were receiving.

• 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.