![]() No way am I ordering from someone with no mask. ![]() We really wanted a drink and a snack, but we just left. It was just the bar and restaurant in the pool area that had a problem. We stayed here overnight, and the hotel check-in staff was great and had 100% correct mask usage. There was one lady taking orders at the restaurant part who had a mask fully on, but all of the people who were cooking just had little disposable ones on their chins. This has to be a management issue in this area because of the excellent mask adherence elsewhere. Most of the staff at the restaurant behind the bar had masks below their noses or even just on their chins. The bartender Sunday afternoon had no mask at all, and the one at night had it on below his nose, as did all other staff in this hut while we were here. There is a severe lack of adherence to Covid restrictions by the staff that services food & beverages around the pool. So, the "2" rating is about issues around Covid. This is our 4th visit here, and normally we absolutely love it. Go to the hot springs pools for the day and stay elsewhere! The hot springs were really nice. I am overall very dissatisfied, feel disrespected and I will NOT be recommending a stay at the Springs Resort to anyone. Ultimately the concierge comped a 60min massage for me and I NEVER saw the manager once. I know we are not paying thousands of dollars during our stay or renting the most expensive rooms, but I deserved to have a discussion with the manager after my 4th attempt. We went to check out and the concierge informed me the manager just “went to run some errands”. At this point, feeling angry and defeated we decided to check out early. We waited and the manager did not show up. I was told the manager was in a meeting and would come talk to me in 5 minutes. The next day, I went to the front desk first thing in the morning to talk to the manager as I was feeling frustrated and attempted to resolve this issue 3 times now. I then went immediately back to the front desk to discuss this with the manager and he had apparently “just left” for the day. I paid for my 30 minute massage and left a 20% tip. She told me that I have to pay for my 30min massage now and I should go to the front desk and request a full refund on a 60 minute massage as was promised in the package. I explained to the spa manager the issue and how I had booked the relax and renew package and a 60 min massage is included in the package. When I went to leave the spa, I was given a bill for my 30 min massage. ![]() I then went to my massage appointment, which was wonderful. When I checked in at the hotel, I mentioned this issue to the concierge and she said she would talk to the manager, Luis, about it. I decided to go ahead and book the appointment because a 30 min massage was better than nothing. When I called to book my 60 minute massage, which was included in the package, they only had one 30min appointment left. ![]() So my partner and I booked the Relax and Renew package and the ONLY thing that was fulfilled with this package was the kombucha. I would caution you if you don’t plan to stay all day and want to support other local businesses it may not be worth your time and money. $60 per person is a lot to pay and there was 7 of us. It is a shame we had such a nice time until rude staff member ruined it for us. However we could find that it is a day pass from open to close. We looked on the website throughly and could not find anywhere that is says no reentry after leaving. We said that we wanted to support all of Pagosa Springs and the local businesses and she continued to say we could not enter and they have cameras to check to see if we leave. A staff member overheard our conversation and told us that if we leave the property we are not allowed back. We were told to get out so we got gathered our belongings and tried to figure out where to go for dinner wait out the lightning and come back and enjoy the rest of the evening. We had a great experience until there was lightning in the area. Rude Staff The Hot Springs themselves are amazing. ![]()
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