The Springs Resort Reviews (%countItem)
The Springs Resort Rating
Address: 323 Hot Springs Blvd, Pagosa Spgs, Colorado, United States, 81147
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+1 (970) 264-4707 |
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If you could give this "resort hotel" a few minus stars, that would be our opinion
of this hotel. I know it was sold and bought by Persidian of TX (surprisingly
affiliated with Hilton) last June, so be May 1st they should have had a hotel that was worthy of accepting guests, or closed for renovations until ready. I treated my grown Nieces to a stay there. They'd never been to hot springs, and I've been looking for an excuse to stay there ever since they opened in the early 1990s. I toured it then and was so impressed. So The Springs Resort was the first one I chose and tried to make a reservation early, to be sure of getting the best accommodations. With hot pools year round, I didn't think it would be a problem making a reservation early March for an April 30th stay. It was over a week before I finally heard from someone to make a reservation, after leaving many phone messages at different numbers and e
mailing. Bad start. I research the website for best selection, so knew the room I wanted in the LUX (ha!) main building. I remembered the lobby was so
beautiful and that's the bldg. I hoped to stay in some day when first I saw it years ago. I selected a Jr. Suite for the three of us. I was disappointed it didn't have a patio or balcony or fireplace for the AAA price of $379.63. They
charged my MasterCard the day I made the reservations, posted as 3/25/19.
I thought it very expensive, especially since we were staying on a Tuesday night and no special functions. My Nieces arrived from Charlotte and we left
for our trip few days later, with The Springs being our first stop. I called hotel
that morning to find out where to park, as I've only walked that property. It was snowing in Durango and I was told by clerk that it was raining in Pagosa.
I asked if there was any monetary concession for bad weather and enjoying the hot springs pool, e.g. disc. or glass of wine or two at the Phoenix lobby in
bldg. What a joke that happy hour was. Nice bartender, but no people to
socialize and no discount for wine for guests, so we went to the Alley House.
This expensive, jr. suite was awful: small, narrow, furniture and woodwork was in dire need of repair (all dented, missing stain, and battered). Since I stay up late (and Nieces were on Eastern time) I gave them the bedroom and
would sleep on the sofa bed. Well the hideabed fabric was ripped and torn
and dirty, so I elected to not see what the sheets looked like underneath (as
I don't think room was cleaned for a while), so I called for sheets that were
brought to me quickly (we might have been the only guests in hotel, as we
never saw or passed anyone else in the LUX bldg.). The sheets were rolled in a ball and yellow, like they were old or not bleach washed. The bathroom was small, one sink, a toilet and a small tub with shower. No room in the bath to hang bathing suits or wet towels or even bath towels for 3 people. We did
have our 3 robes and they seemed clean, but had to hang them wet in the clothes closet. The coffee pot was a cheap one and didn't work right. The
coffee/tea etc had not been replenished. Fortunately I had brought coffee
and tea with me. The tiny refrig kept falling forward when you opened it,
especially since the cavity was much bigger than size of refrig. No real table
to play games on at night, had to bend over the coffee table and sit on worn
rug. Not a suite. I opted for a Jr. Suite as description on their Website has other suite (not sweet) offerings in the $400 and $500 range, and we would
just be there one night and spending much of that time at the hot springs.
The hot springs pool area was in need of repair too, but San Juan River was
high and they had sandbags along the shore, so it was reasonable to not
have pool areas in good shape. We did enjoy the pools in the on again off
again rain and there were many to chose from. I would recommend the hot
springs there, but not the Springs Resort Hotel. By the way the elevator clunked when we were checking into our room, so even though I had a leg
injury, I took the stairs. We noticed when we were checking out that the
elevator was out of commission. It was the only one in the bldg. Good thing
I had my Nieces to help me carry luggage, games, etc. back to the car. As
most hotels do today, they e registered guest a Survey about your experience at their hotel. I spent over an hour answering all the questions and when it come time to hit "Submit," it would not. So from start to finish,
bad, Bad, BAD experience with The Springs Resort (not!), Pagosa Springs, CO. I can see why this hotel does not have Revdex.com Accreditation and has a C
rating. I think that score is way too generous. It also stated it only had one
customer review and 1 complaint. That's because I (and probably other guests) could get their Survey input to be accepted too.
The hot springs are a delight, but the hotel has real management problems. I reserved two of their best suites as a Christmas present to my extended family. We were dismayed when we arrived on Dec 24th around 3:30pm to discover that neither of our rooms was ready or would be for some indeterminate time although the check-in time was supposed to be 3:00 pm. At 5:15 pm we were informed that one room was ready. The second was ready later. The rooms were marginally cleaned and had issues. I visited the office a number of times to talk to the front desk manager, but no manager was available until after we checked out.
This "resort" claimed that the only handicap room that was available was an "upgraded" "deluxe" suite. Why the quotes? This "upgraded" room was dirty, had patches all over the walls and had no hot water in the shower! They claim I "refused" to have it fixed, which is not as it happened.
Second, and most importantly, room 106 is not an ADA compliant room. The bathroom was inaccessible as the shower wasn't big enough for a wheelchair and the toilet was a mere 14.5" off the ground (ADA states 17.5"). The grab bars were placed behind the toilet, for the most part, which is also not compliant. Just simply calling a room ADA compliant and actually making it so are two different things.
May 26, 2018 *** I apologize that your stay did not go as planned. I do see noted from the front desk staff that you had also declined the offer for us to have maintenance check your room regarding the "lack of hot water." The room you stayed in was our Deluxe ADA King Room — 106. It is equipped with reserved parking outside of the room, a wider doorway to the bathroom, an oversized stand up shower, and grab rails located around the toilet and in the shower. We also maintain shower chairs and toilet height adapters available upon request throughout the property. Further we also maintain portable lifts around our soaking tubs in several areas so that tubs may be accessed. We also have two other rooms on property that are ADA compliant in our luxury building that have similar accommodations as the Deluxe ADA King Room — 106. These rooms include a Suite King and a Signature Suite Room type. It is our understanding that you did not desire to stay in either of these room types. Our Operations Manager has ensured that the room in which you stayed in is an ADA compliant room; however, as we continue to upgrade the property to accommodate all of our guests and ensure the happiness and comfort of all, please do let us know if there are any specific amenities you would suggest to enhance the stay of those with mobility issues. In granting you the requested refund of $150 we hope to show you that we honor our patrons that choose to stay with us. Thank you, The Springs Resort and Spa Nerissa WCc Revdex.com
Complaint: ***
I am rejecting this response because: Just stating that the room is "complaint" does not make it so. I confirmed when we made the reservation and upon checking in that the bathroom is compliant. A stand up shower that a wheelchair cannot enter, is not compliant. A toilet 14" off the ground, is not compliant. At no point was I told that a riser or lift was needed for the toilet, nor was I offered one when I called and complained.
What you call "deluxe" was disgusting. Holes in the walls, filthy carpet and peeling ceiling in the bathroom is not what I would call deluxe accomodations.
The fact you put the words "no hot water" in quotes is funny. I see on yelp and other review places that the lack of actual hot water in the showers is an ongoing issue with you. I did not "reject" maintenance as you keep saying. Since the room wasn't as described and we were really unhappy, we left. We should have left when we first got there, but were both exhausted from the road. A mistake we will not be making again.
***
[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
This is place is a s*** show. The staff are all very rude and act like they are better than everyone else. Really a bummer idea to stay here - the town is cute but DO NOT STAY HERE. The rooms aren't clean, the whole place stinks like rotten eggs.
They do not explain how to use anything they offer very well. The "complimentary coffee' was cold and nearly empty most of the time. They checked us out early without approval, charged the card without approval, and harrased us before the 11 am checkout to get out of our room.
I have never felt so unwelcome at an establishment. The customer service was terrible. The hot springs pools were gross and dirty. This whole experience IS NOT WORTH THE MONEY. This place is a joke.