This was my second time staying here, and sadly, it was just as bad as the first. We gave it another chance because we love the area and the hot springs, but the resort desperately needs a full renovation.
I booked through Expedia for my boyfriend’s birthday and used a breakfast voucher we’d received after our first poor experience. If it weren’t for a kind customer service representative (I wish I’d caught her name), we never would’ve gotten it. I had to call six times before our trip, and on the sixth call, she recognized my name and helped.
When we arrived, we were given an awful room—mold in the lampshades, spider webs on the chandelier, stains everywhere, and a strong smell of urine. I called again, and thankfully, the same representative recognized my name and helped us switch rooms. The supervisor tried to charge us for the upgrade, but she got the fee waived.
The new room was somewhat better but still dirty. There was rust in the shower, odd-smelling towels, stained floors, curtains, and sheets, a locked patio door, a broken TV, and no coffee restocked.
We made the most of our stay, but it’s clear this resort needs major attention. Until they do a complete renovation, we won’t be returning.
The fact that they try to charge $300+ a night per room is grossly unfair to the consumers. With what they charge, you think they would at least upgrade the furniture and clean the floors.