We just got back from an AWESOME weekend getaway at the Split Rock Lodge in the Poconos. We purchased a great package through an online promotion. The package was for 2 connection suits, so we brought friends, another small family, to stay in the second suite. The husband of the couple is a reservist serving in Afghanistan on his second tour and was only back for 2 weeks. The General Manager, a kind man and a Vietnam veteran, very graciously provided 4 additional water park passes to the reservist’s family, saving them almost $200.00 and enabling them to enjoy some family time together stress free. From the General Manager down to the pool attendants, everyone went out of their way to offer the highest customer service I have ever experienced on a vacation. Forget Disney! For real value and wholesome family fun, go to Split Rock Lodge. I can’t recommend it highly enough!

The Sweeney Family
Audubon, PA

On behalf of the entire Miller clan…we want to thank you for making our “Split Rock Experience” a pleasant and productive one! Your willingness to work with us and prompt response to our questions was very refreshing….all of your time and effort toward our reunion made our day special!

Rachel, On behalf of the entire staff at Torah Umesorah, I want to thank you for running such a smooth and professional convention for us…The entire staff, under your leadership, enabled our delegates to feel comfortable and well cared for. The demeanor of your staff and their interaction with our delegtes was pleasant and always professional. Thank you again! —

We Both Would like to extend thanks to you personally for the many areas that you handled in preparing for PBA’s Annual meeting…You were always available to handle and issue or problem to our satisfaction, and never hesitated to step in to forward rooming lists, and other details that go into a successful conference. We have received great comments from the attendees…particularly the great breakfasts! We encountered many great Split Rock employees who always smiled and offered to help. We enjoyed working with Miriam who had a handle on all the details as well. Thank you for all your efforts Rachel. They are much appreciated. —

It is not too often, once in twelve years, that I have sent off a letter to commend a few of your employees for efforts above and beyond what would normally be expected to achieve good customer service.

Rachel Parcells:
Rachel reached out to me last year to revisit Split Rock after our initial conference in the Fall of 2006. That conference was one of my “problem conferences” with quite a few registered complaints from our membership. Rachel took each complaint and redesigned a program that handled all of them to a point that I had no choice but to try Split Rock Resort again.
From Check In all through the conference, to Check Out, and meeting rehash at the end, she was there to ensure that if there were problems they were effectively handled.

Rachel did an excellent job in selling Split Rock and in ensuring Customer Service as Job 1.

Mariam Ray;
Mariam and I met on my visit to Split Rock in early July to establish the orders for the conference. Choosing a menu is not one of the items that appeals to me and she handled that task effortlessly. All the areas of the conference from trying to keep all the membership together in lodging, setting up the golf meeting, and establishing a meeting flow went very well.
Mariam did an excellent job in explaining the various costs and in setting up a conference that would stay within my budget, and still attract membership to attend.
The major problem for me in the fall conferences is the meal plan, and how to monitor and control the costs and still allow for little or no embarrassment to the members that do not stay on the property. Mariam handled that with ease and the meal tickets worked out very well.
Mariam is another one of your very best employees.

Marissa Covino ( probably spelled wrong)
Another great find.
From the very first day of our visit Marissa was noticed. We were in the bar having a drink after a long drive and Marissa jumped in to handle the large influx of people descending upon a bartender that was in a bind with the computer billing for happy hour.
Marissa stepped in and immediately put things under control.
During our Conference, there was a misunderstanding between me and Split Rock about the meaning of a “Cash Bar” during the meal. Many of my members enjoy a bottle or two of wine at dinner, and did not have cash to handle the purchase. We had not set up any bill to the room, or credit card charging. Marissa was contacted and immediately put a plan together that would allow the members to purchase wine, etc thru the bar using charging abilities. The next night she personally waited tables to ensure that all wine orders were handled.
Another problem I did not have to get involved in and was effectively handled..

Jeffrey Klupp:

The meals, and presentation went off flawlessly. Even when presented with changes in mid-stream, Jeff handled with ease and done very well.
I have only had one other conference that I did not get a few complaints from the meals, the presentation, or the service. Jeff is to be commended for his ability to make things happen.

Lastly, Elaine ( Did not get her last name) at the Italian Restaurant.

Elaine handled a billing problem that I caused and discussed it with me without fanfare and did not get my invited guests involved. She saved me the embarrassment, as I was supposed to know what was to happen with billing.
Elaine did all this without getting many people involved and creating a scene at the time.

I want to thank her again and again for providing what is lacking in most places today, GREAT CUSTOMER SERVICE as part of her job. Commendable to say the least.

As for the facility, all seemed to be in order, the golf course and Staff did a remarkable job of running a tournament for a bunch of COLD and cranky old guys effortlessly, the rooms were excellent and cleaned without notice, and all in all a great conference for me.

As I told Mariam and Rachel at our closing meeting, if NEARS is planning another meeting in the PA area, I will be sure to put in many good words toward getting Split Rock at the top of the list for consideration.

Thank you again, for making this conference enjoyable for me.

Thanks to both of you for making the mystery trip a success. I know that events do not happen without a lot of hard work. Everyone had a great time. Brian even turned the rain off on Sunday so we could play golf!!!! Thanks again I appreciate all your work and enjoyed working with you.

Just a word of thanks for your outstanding help and support for making the Judson Family Reunion a wonderful memory for our family. The staff members at Split Rock Resort are all friendly and helpful. My husband and I were very satisfied with our Slopeside room. Again, thank you for everything.

Well first things first, Great job and many thanks from the Yovino’s. SRR was a wonderful experience and we’ll be back some day.

The wait staff and you (Rachel Travers), Stephanie in particular, did a great job on site…overall – a real nice experience was had by all.

Just wanted to drop you a line to let you know that our reunion was a success! Thank you for your assistance and patience in the planning process and for making sure everything ran smoothly. The food was much better than in the past, (we could have used more ribs!) and the service was great. We couldn’t have asked for nicer weather so thanks for that too! Joe in security was especially helpful. Unfortunately I didn’t see him again on Saturday night to personally thank him. Thanks again and hope to see you again next year.