Mark O.
Yelp
PSA: Beware of Old Town Hot Springs in Steamboat Springs - Unethical and Disrespectful Treatment
I'm writing this as a warning to families and travelers considering visiting Old Town Hot Springs in Steamboat. My family of four paid over $130 to enjoy the hot springs, expecting a relaxing and memorable experience. Instead, we were completely disappointed and learned how poorly managed this facility is.
After changing into our swimsuits, we were immediately told to stay inside due to thunder and lightning. Safety first - that's understandable. But after waiting over an hour, we asked if we could get a voucher to return the next day or a refund. We were told there's a strict no-refund policy, even though their sign next to the cash register we paid at states that "no refunds are available for guests who were already in the pool at the time of closure." We hadn't even set foot in the water.
The staff member we spoke to was rude and dismissive, telling us they were just there to "ward off people like me," after I said they stole from me. That kind of comment is not only unprofessional but downright insulting. When I asked to speak to a manager, I was told none were available and handed a business card instead. There was no accountability, empathy, or resolution.
To make matters worse, another couple nearby was told they should have "checked the weather before coming." The staff's attitude was condescending and completely lacking in basic customer service.
This place may look nice from the outside, but it's run by people who don't care about their guests and don't honor their own policies. I work hard for my money, and what they did felt like theft. If this were a $25 pool, I could let it go - but for the price they charge, this was a disgrace. First class pricing with second-rate service from these entitled, condescending thieves.
Bottom line: Avoid Old Town Hot Springs unless you're okay with being treated poorly and potentially losing your money. They do not stand by their own rules and clearly have no interest in doing the right thing.