I was genuinely disappointed by my experience here. Overall, the facility felt mediocre, poorly maintained, and lacking in hospitality.
The first thing that stood out was the staff. Their interactions felt unprofessional, almost like a group of teenagers at summer camp. Several employees were gathered in corners on their phones, and communication between staff seemed disorganized. Unfortunately, that translated into the guest experience. Erin at the front desk was especially rushed and came across as unkind, which didn’t make for a welcoming first impression.
We booked the grotto experience, and it was far from relaxing. The cave never became very warm, and the floors and surfaces felt slimy and uncomfortable seating. At one point, guests were talking and a staff member entered the room and loudly scolded everyone to be quiet. It was awkward and jarring, there are much more professional ways to make announcements in a spa setting. The application of the mineral paste also felt rough rather than calming. I had to ask the man if I could have a woman instead and that was better. This first of the cave also smelled like bad body odor.
The refreshments afterward were also underwhelming. The “tea and apples” included consisted of grocery store tea served in a paper cup and only Luke warm water and whole, uncut apples in another cold room with uncomfortable seating and artificial plants. It didn’t feel like a spa experience.
The biggest issue, however, was the cleanliness. The bathrooms and pool areas felt worn down and had an unpleasant smell. Honestly, they reminded me more of a neglected 24-hour gym than a spa.
The one bright spot was Lina, my massage therapist. She was warm, professional, and gave an excellent massage. After reading some reviews mentioning disappointing massages, I was relieved to have such a positive experience with her. She truly saved the day.
I came with a large gift card, but after this experience I ended up giving the remaining balance to another guest because I had no interest in returning. Even if someone else paid for another visit, wouldn’t come back.
I also noticed they’re encouraging guests to vote for them as one of USA Today’s Best Hot Springs. Based on my experience, I genuinely don’t understand how they’re being considered.