The spa receptionist failed to mention a masseuse did not show up for work that day, so my sister sat outside, alone for 90 minutes while my other sister and I were in our massages. Had we known what was happening, we would have opted out of the spa which is probably why we were misled in the first place. My other sister did not even receive her full services or a towel to dry off with after her masseuse told her to "go ahead and rinse off the sugar scrub because I lost track of time oh, go ahead and wrap yourself up in the bedsheet to walk to the showers" or when asked to apply more pressure said "it hurts my body to do that" So the assistant manager Seth (who was very nice but came out because the actual manager on duty couldn't be bothered to talk to us directly) compensated us for the spa by not charging us for anything and told us that we were going to get a round of cocktails and each of our entrees at dinner as well as a twenty percent discount on our room. About the room: the drain was clogged in the shower and tub, there were no fitted sheets on the mattresses, pillows were incredibly limp, mattresses were sagging. For $250 a night? Even with a 20% discount the room was incredibly overpriced. But wait, there's more! We made a reservation for dinner weeks in advance and asked for a table with a view. I was told "that we don't do that because there are no nice tables in our restaurant but we will make a note to get you a good one." Where did they seat us? Directly under an air vent blasting cold air on us right next to the loud service station/kitchen--It felt like we were being punished for having a poor experience tbh--Meanwhile, there was a lovely table right by a window that was sitting empty. We ordered the porterhouse special, they were sold out. We ordered a bottle of sparkling wine. They were sold out. They offered us a bottle of champagne at half price, but the manager opened it and gave it to another table, and guess what? It was the last one. (After which he came to us with the other half of the bottle he had already served to someone else and was trying to give it to us wtf?). So we ordered a bottle of rose which thankfully, they did have. And for prices they are charging...steak was overcooked, trout (how do you not know how to cook a trout in Colorado?) was mush. And so much more. We had to get drunk just to make it through such a shit show. Oh, and remember that round of drinks and entree for our party as a "sorry we suck so bad at the spa" that we were promised? It didn't happen. Instead we got a $100 compensation off our total meal. Not what had been agreed upon and if three people order an entree, with the prices they charge, that $100 barely covers anything. But our server, Amanda was really nice. She did the best she could within the constraints of the situation. We even tipped 30 percent on what we WOULD HAVE SPENT without the paltry $100 discount. And we didn't complain. The worst part is, we were trying to make the best of a terribly disappointing weekend only to be met with disdain by the manager Caryn who "felt we had been more than compensated" and that the resort had "done enough". When confronted about the disparity between what we had been promised and what was delivered she had the audacity to sneer at me, "Well I see here they comped a bottle of wine." Ummm...yeah they did because it was a SHIT SHOW. Proper compensation would have been no charges at all. For the spa, dinner, the room, all of it. We cannot get back our time and to be treated like an ungrateful child was the cherry on top. And I didn't even mention the random charges on our bank cards. $410, $246, the part of dinner Caryn discounted? That got charged too. So be wary travelers, this resort is a scam and the management is a joke. All in all, we still spent $300 on dinner and $160 on the room. When we called to get a hold of the GM, they referred us to the reservations email and told us to tag the manager. Wow. Just...wow. read more
