We booked 2 nights and found the staff to be friendly, but the owner was having problems getting the Qwapah bathhouse to honor his commitment to customers for free bath privileges. Also, the bathhouse was not open all the way and the whirlpool was closed. The owner promised to book us something wonderful for the next day.
The room was clean and we liked it. That said, I was called that evening that I had to return to Dallas for a work emergency (court-related I couldn't get out of) the next day, so I immediately contacted the owners and told them the situation. Since we had paid for 2 nights but had only been there a short time, I was assured we could have this resolved in the morning. In the morning, we were met by the owner, Erik, who told us that this is a holiday weekend and they could not return my money for the next night's stay because they were unsure if they could sell the room. I said, ok, well, if you do, we should be reimbursed for one night. The owner was reluctanct to do that, said they are in the hotel business, and that we were lucky they were offering us a credit to stay another night in the future. The problem with this is I am unsure if we will ever get to Hot Springs again. I told the owner I would contact him to see if he sold the room so I could get reimbursed. Via email the next day, i asked if the room was sold and if i could be reimbursed, since we had not used the room, vacated in plenty of time (10a ) for the room to be rented, and we were unable to use the promised free spa services. The email I received from Erik told me that they had to recoup losses from a storm in December and they could not reimburse me. He never answered if the room was re-booked, so I guess it must have been and they needed my money to pay for something unrelated to me.
I chose this place because of the great reviews. I thought the thing that set this place apart was the excellent customer service provided. Things happen, I had to leave for an emergency. The owner's response was I should seek reimbursement from my employer, not the hotel - who had my money for the extra night. Going the extra mile when it didn't affect the hotel in any way was what I expected, but instead we got excuses.
Our experience was not stellar. In fact, it was very disappointing. We have many friends who travel and we will let them know that this experience was definitely something to miss.
- Official Description (provided by the hotel):
- Boutique Inn conveniently located one mile from historic downtown, bathhouse row, National Park and convention center/Summit arena. The Inn consists of two suites in the 1905 built main house, a further twelve adjacent rooms and three rooms in the separate cottage house. Managed daily by the owners who are always on hand to ensure you have a great stay. ... more less
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- Also Known As:
- Alpine Hotel Hot Springs