My family and I had reservations for check in on Monday, September 15, 2025 at 5:00 p.m. at the…read moreresort of Treasure Lake is Dubois, PA. Due to some unforeseen circumstances, our arrival was pushed back to 'after hours'. In the spirit of transparency, I called Customer Service multiple times to no avail and unfortunately, nobody from Customer Service retrieved the voicemails which asked that a callback be made to sort out check-in.
After several hours of no returned phone calls, I called the Bluegreen Customer Service line. I was informed that we could check-in at any time. When we arrived at the resort at midnight on Monday, September 15, 2025 (00:01 9/16/25), the check-in office was closed. I made another phone call in hopes to get help on checking in so early in the morning, but instead of receiving assistance, was informed that the PIN code will not be released to me until I paid for incidentals and a cleaning fee.
Herein lies the problem: Bluegreen neglected to properly provide after-hours check-in instructions, nor do they properly answer their phones when they are a service provider of travelers, and lastly and most importantly, they do not communicate 'hidden' charges; thus, leaving clients confused and aggravated upon arrival. Out of exhaustion, I provided the Bluegreen representative my credit card in order to move forward.
After putting in the PIN code, the box was void of an envelope with my name; thus requiring me to call once again at which point the representative stated that my envelope would be under the name: Debra Turner. This practice is illogical at best. I ask, how would any of your clients know that their booking would be placed under a name completely unrelated to who they are? If this is in deed an ill-formed practice of Bluegreen's, then how come the representatives fail to mention this when you're speaking to them on the phone? Furthermore, how and why was this not communicated in any of my booking confirmation statements? As a professional, I'd highly recommend you reconsider this practice and suggest that you engage with a consultancy agency that can better build your business so that it's more desirable to clients.
Aside from the atrocious check-in process, the resort is poorly lit and we had a difficult time navigating and finding our way to our townhouse. This is a hazard and again, something that should be addressed. Lastly, once in the townhouse, we noticed that the coffee filters were dirty and the bedroom carpets had not been vacuumed.
In a competitive market where we can go anywhere, but chose Bluegreen, my advice would be to address these issues, look into the neglect of the properties, and provide customer service training at all levels of the organization.