We just completed 5 night 4 day stay at Firehole Ranch. It was a wonderful experience excluding one significant issue which will prevent us from returning.
The vast majority of the trip was beyond outstanding due to the service of the Firehole staff; including our unbelievably "fishy" guide Adam, the manager Eric, the entire outdoor team (Jackson, Nick, Collin, etc), the Kitchen team and maid service. The food was eclectic, unique and truly special. The fishing on the Madison, inside Yellowstone, and other nearby areas was great. We waded and floated extensively. The other guests were friendly, fun and from across the country.
Unfortunately however, our trip was unnecessarily affected by the owner of Firehole Ranch, Lyndy Caine. While she is a quite pleasant person on the surface, her inappropriate control issues relative to dinner service and conversation content were unpalatable and inappropriate for a supposed client focused luxury resort experience.
The example which stands out was during the wonderful July 4th Barbecue celebration at the Ranch. Lyndy asked for a picture with myself and my wife for posting purposes which we happily accommodated. Shortly thereafter, in the middle of the party, she asked to speak with me privately about an issue. I readily agreed not sure about what was going on. She then said politely that I had discussed, 2 days prior at the cocktail hour, a medical subject with a guest which she felt inappropriate for Firehole Ranch conversation. I was quite surprised by this as I didn't realize there were "secret" topic restrictions at Firehole and the conversation only occurred after said guest's multiple requests for my opinion on the topic. She felt I should have not have given my opinion on the question, clearly disagreed with my position and preferred I not discuss the subject further... as if I had initiated or generated the entire event...which lasted less than 4-5 minutes in an amicable and pleasant manner. Lyndy made it clear she would define or censor what client conversations were allowed at her resort and opinions expressed. I directly and politely told her I disagreed with her opinion on the medical subject but would of course abide by her request and left it at that. This surprise and ambushed criticism, interrupting a pleasant social event, after first making sure she got the social media photos she desired, was deeply offensive. At the next evening's dinner, Lyndy was uncomfortable around us and didn't ever greet my wife and obviously avoided our table the entire night. Her junior staff assistant, Jaclyn, who had been pleasant prior was unfriendly and initially unhelpful with coordinating our final departure details for the next day. We were clearly "out" as guests with the owner which appeared to have been communicated to some portion of the staff.
The whole affair was unnecessary, completely avoidable and a failure in customer care. However, upon reading reviews of the Firehole Ranch this behavior by Lyndy has been repeatedly documented by other guests.
It's a very special place but we won't be back.
Noel R Williams MD read more
