I have been going to this resort for over 25 years now. I learned to swim there, and for the first time this summer I brought my own son, who happened to learn to crawl while we were there. I do regret to say however, that this will be our last visit to the resort.
After experiencing very poor service last summer from both the desk staff and the food and beverage staff, we shared our feedback, and were told that ours was not the first complaint about the service in the food and beverage department.
After hearing that, we assumed that something would most assuredly be done to improve the service, so we decided to give them the benefit of the doubt and go again this summer.
Unfortunately, not only was the service extremely poor, but yet again when we voiced our concerns to the front desk staff upon checkout, we were told that we were not the first to be giving this feedback, begging the question, why is nothing being done to improve the service?
We had the opportunity to eat at 3 of the different establishments on the resort, Mountain Flowers Dining Room, Bear's Paw Lounge, and Misty Waters Cafe. The theme throughout the stablishments was very young and inexperienced, untrained service staff who were obviously not happy to be there, with one exception, the lovely server Kali in the Bear's Paw Lounge.
When we ate at Mountain Flowers, we were seated by a hostess who did not say more than two words, and then proceeded to sit for 15 minutes, without being acknowledged again by either a server or the hostess. I then pulled the hostess aside and asked her to please fill our water glasses, as we were very thirsty after the drive up. I also inquired as to when our server might be dropping by and all she said was "it might be a while longer".
There were 2 servers working on a Friday night, and one hostess. There appeared to be no management or leadership around to offer guidance and to encourage accountability. When our server finally arrived, she did not apologize for the delay, and was not very personable to say the least. I would describe the feeling as one of being an inconvenience to her. We did notice however that she paid careful attention to another table that arrived after us, a table of 4 extremely well dressed seniors. One can only guess that she assumed they would tip more, hence she spent her time with them.
The food was bland, and even if it had been better, the entire dining experience was overshadowed by the service. One can understand staff shortages to a point, however a simply, smile and a quick hello I will be with you in a moment would go a very long way.
At the Bear's Paw Lounge we encountered Kali, who was a delight, however we noticed that the other server was the same one with the same bad attitude that we had encountered last summer, and we saw many tables around us visibly agitated by the lack of service they were getting. The table next to us was already seated and had ordered when we arrived, yet their food came out 10 minutes after ours. They ordered the same dishes we had, so it was not as if they had ordered something that took exceptionally long to cook.
We were disappointed to see that the lounge no longer served blended drinks, as I had been looking forward to a virgin strawberry margarita. The food quality was average.
Misty Waters Cafe, the property's greasy spoon served up some delicious food, however it was staffed by two young men who couldn't have been older than 20, and who had absolutely no people skills, and no sense of urgency, it was painfully slow.
To add to the service, the ice machine wasn't working, and the soft drinks came out of the fountain at room temperature.
The terrible service that we encountered now two summers in a row has lead me to question the management team. This kind of disregard for guests is unacceptable, and there is obviously no one leading from the front to set an example.
The accommodations were average. The resort used to be 4 stars, but has not been kept up, so is now a 3, and that is being generous.
We stayed in a cabin, and were disappointed to see that pay per view movies were no longer available, which was especially disappointing as it rained all weekend. We then tried to watch Netflix on our laptop, however the wireless did not work the entire weekend either.
We did get great service at the front desk, however it was too little too late. There is no attention to detail on the resort, and unfortunately it seems that the management team is coasting along, enjoying repeat business from guests who remember the resorts glory days, but that take no concern with wowing guests.
The only reason we went back this year was because we saw gift cards at Costco, so we purchased 4 of them for $100 and ended up with $500 of resort credit. However even with the discount/credit, it was not worth the money. They charge 4 star prices and offer 2 star service.
If only the resort would focus on service, they wouldn't need to run this type of promotion. People are willing to pay for exceptional service, we certainly are.
So for that reason, this was our last visit, which is disappointing as I have many fond memories.
- Also Known As:
- Fairmont Hot Springs Hotel Fairmont Hot Springs
- Fairmont Hot Springs Hotel
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