We paid to spend the day at the hot springs here at the hotel today and had lunch at the hotel pool bar.

1. When we arrived no one greeted us... All the staff were at eating pizza at the bar and chatting - the restaurant was empty so that is fair enough but it did mean there would have been 4 staff free to serve us at least....

2. We waited 10 minutes at our table before my husband walked up to the group of waiters and chef's who were still talking by the bar to ask for a menu.

3. After that point no one came to take a drinks order it a did order so after 15 minutes we walked up to the bar to order... again.

4. In full sight of us the chef making our pizza stuck his fingers in the cheese and started eating whilst prepping our pizza....mid way through rolling our dough he also thought he should put his hair net on too... subsequently we had 2 hairs in our pizza.

5. After finishing our pizza we were left with our plates in front of us for another 15 or so minutes - so once again we had to go to the bar to order coffees.

6. You guessed it - had to go and chase for the bill and pay at the bar because no one came to check on us. A while meal and not one did we get an order taken at our table or someone to check to see if we were ok.

When paying the bill service had been itemised at the bottom and I asked for this to be removed. I explained the reasons why and the waiter seemed shocked. I asked to speak to his manager but wasn't allowed, he went to speak to him for me where we could hear them all sniggering when he explained about the chef eating whilst preparing our food. They didn't take service off and didn't apologise about the lack of service or the fact the chef was snacking on the ingredients whilst making our food. For hotel reference the date was 20th October lunchtime team wet bar by the pool.

The staff here are lazy, rude and un professional and for an expensive hotel and pool side bar that serves poor food at high prices the least they could do is give some good service and get decent staff who make those guests who are staying there feel welcome and looked after. Just appalling.

My friend and I paid USD$50 to go ziplining. The guides were okay (joking around a lot) but the whole experience took us around 1 hour. It was very short and over in a blink of an eye. We were then told we could enjoy the hot springs at Los Lagos (we weren't staying there) but we wouldn't be driven back (even though transport was fully included) after 4.30pm which would of given us around 20 mins to change, go to the hot springs, and come back. We ended up having to take a taxi for $8
There was no food or water included whatsoever and the safety briefing was incredibly swift. A girl in our group got her arm caught on one of the cables and got really horrific looking burns on her arm - the skin was ripped off completely.
I would not recommend this tour - expensive and disappointing. One of the guides complained because he had to do the tours 4 times a day, everyday.
At the end they said they expected a tip otherwise next time they wouldn't ensure we would come back alive. He was joking but it wasn't appreciated.
There was a photographer but of course that was extra too! $15 per person to get photos.
Not impressed.

The staff was great and very helpful. Very nice people all around the resort. Hot springs hot tubs and waterslides, Bar service excellent. Grounds and resort well maintained. Great view of the volcano. Rooms could use a little update