Rye Creek Lodge

I have been maintaining hot tubs for about years so I have a pretty good idea about hot tub maintenance and water quality like PH, Alkalinity, and Chlorine etc It became apparent to me that the couple that stayed at Aspen did not shower prior to entering the hot tub The evidence of this is women’s make-up, deodorant, lotions, etc that became deposited in the filter and on the inside walls of the hot tub It is difficult to remove and also depletes the effectiveness of chlorine According to waterandhealth.org if one does not shower before entering the hot tub then they are also bringing in about 1/of a gram of fecal matter: [redacted] In my initial response to the guest by email I stated that after reading about folliculitis one should shower both before entering and after exiting the hot tub There was no specific response to that by the guest which further indicates that showering did not take place The hot tub water was changed and the tub disinfected a few days before they arrived The water was fresh and clear with the proper ph balance and chlorine level Our information sheet that we hand to every guest at chesuggests that guests should call and let us know when it is a good time to check their hot tub One of our biggest attractions is the privacy that we offer so we do not simply show up at a cabin to perform hot tub maintenance unannounced and for obvious reasons We did not hear from them the entire time that they stayed with us so we can believe they were not in need of anythingThe following text is taken from our information sheet that is given to each guest at check-in: Showers-- A shower before entering the hot tub helps to keep the water clean and crystal clear Soaps, lotions, deodorant etcwill plug the filter, are difficult to remove from the hot tub, will reduce the effectiveness of chlorine and will cause the water to become cloudy Hot Tubs-- All hot tubs have a “cover lift” This device aids in removing the cover from the top of the hot tub There is a black bar that lies across the top of the hot tub cover Simply fold the hot tub cover over onto the bar and very gently slide and lift simultaneously until the cover comes to rest in the vertical position The cover is not designed to support any weight on top and should be kept in place over the hot tub when the hot tub is not in use The hot tub cover is fragile and should be handled with care Phone the office to let us know when you would like your hot tub maintained

Complaint: ***I am rejecting this response because:
Your customer service is horribleSaying a customer is lying is ridiculousNo I never put my face in the hot tubI don't know why anyone would put their face in a hot tub, it's not a pool! We never noticed any brown film on the hot tubHow would we know how often we should call to have the hot tub retained? We've never had these issues any other time we've stayed somewhere with a hot tub and we have done so at least a dozen timesI also spoke with a local spa company and they agreed that us being there for days without maintenance would not have caused that kind of bacteria to grow that quicklyI would have thought you would have cared more than thisI will be escalating this complaintI'm sorry we couldn't come to some kind of agreementI do not feel that I should have to pay a bunch of medical bills for something that was caused by the bacteria in you're hot tub

I am not sure how we can be more specific about showering before entering the hot tub. It is there in black and white in our information sheet and it is also common sense. Anyone visiting a pool or hot tub as a child or adult will see signs about showering before entering the water We do not believe that you showered before entering the hot tub. If you did rinse off before entering and you did not put your face in the water then what was the brown substance built up on the inside walls of the hot tub? The brown stuff is probable cause to call the office to have your hot tub maintained The buildup of stuff probably did not happen on the last day of your stay. No error of your own?
We are very sorry that this happened to you, but we cannot take responsibility. Privacy is very important to our guests. The onus is upon our guests to call the office if they want their trash collected or hot tub maintained. This is the way that we operate(and have been doing so for some years). All of this is in our information sheet that we handed to you at check-in

Complaint: ***I am rejecting this response because: the information provided at check in regarding showers apparently needs to be more specificWe both rinsed off before getting in the hot tub, my gave was never in the water so there could not have been make up and neither of us use lotion so that isn't possible eitherThe information sheet also states to contact them if the hot tub needs maintenance, it didn't have a recommend a maintenance schedule, so one would assume you would only need to contact them if there was some kind of known problemThe bottom line is that we contracted an illness directly caused from this hot tub which required medical attention and a lot of pain and discomfortA full or partial refund is more than understandable considering what happened to us because of this hot tubRegardless of the lodge's experience with hot tubs, sometimes errors or mistakes occur and we understand thisWe should not have to pay the price for this kind of mistake as it was of no error of our own

I have been maintaining hot tubs for about 20 years so I have a pretty good idea about hot tub maintenance and water quality like PH, Alkalinity, and Chlorine etc.  It became apparent to me that the couple that stayed at Aspen did not shower prior to entering the hot tub.  The evidence of...

this is women’s make-up, deodorant, lotions, etc that became deposited in the filter and on the inside walls of the hot tub.  It is difficult to remove and also depletes the effectiveness of chlorine.  According to waterandhealth.org if one does not shower before entering the hot tub then they are also bringing in about 1/10 of a gram of fecal matter: [redacted]
In my initial response to the guest by email I stated that after reading about folliculitis one should shower both before entering and after exiting the hot tub.  There was no specific response to that by the guest which further indicates that showering did not take place.
The hot tub water was changed and the tub disinfected a few days before they arrived.  The water was fresh and clear with the proper ph balance and chlorine level.  Our information sheet that we hand to every guest at check-in suggests that guests should call and let us know when it is a good time to check their hot tub.  One of our biggest attractions is the privacy that we offer so we do not simply show up at a cabin to perform hot tub maintenance unannounced and for obvious reasons.  We did not hear from them the entire time that they stayed with us so we can believe they were not in need of anything. The following text is taken from our information sheet that is given to each guest at check-in: 
 
Showers-- A shower before entering the hot tub helps to keep the water clean and crystal clear.  Soaps, lotions, deodorant etc. will plug the filter, are difficult to remove from the hot tub, will reduce the effectiveness of chlorine and will cause the water to become cloudy. 
 
Hot Tubs-- All hot tubs have a “cover lift”.  This device aids in removing the cover from the top of the hot tub.  There is a black bar that lies across the top of the hot tub cover.  Simply fold the hot tub cover over onto the bar and very gently slide and lift simultaneously until the cover comes to rest in the vertical position.  The cover is not designed to support any weight on top and should be kept in place over the hot tub when the hot tub is not in use.    The hot tub cover is fragile and should be handled with care.   Phone the office to let us know when you would like your hot tub maintained.