Abby
Google
I’m a Colorado native and loved Strawberry Hot Springs. I’ve been for bachelorette trips, family vacations, and day trips and loved the relaxation and reset it provided me. I had been saving up to plan a birthday trip for my fiancé, because Steamboat is such a special place for us. I had everything booked and I even splurged on some massages for us both. The night before we were meant to leave, our dog became severely sick, and we spent the night and most of the next day at the vet while he was getting work done. We were terrified and only focused on making sure he was okay. When I had time (this was more than 24 hours before our massages) i called our hotel, restaurant reservations, etc, who were all kind enough to move us to the following week with no issues. When I called Strawberry Hot Springs, however, I was met with an email insinuating our situation was not that serious and a “Hope it resolves itself” and was immediately charged the $326 for the massages we would not be able to make. They offered to rebook us the next week, but that would entail paying full price a second time, and sadly, I can’t afford that. The person who I spoke to had the misfortune of hearing me ugly cry on the phone, only because I was still at the vet’s office and so worried about our pup, and she dismissed me completely. I even offered to send a note from the Vet out of desperation and she said she didn’t need it. The lack of empathy was jarring to say the least. Sadly we will not be spending money at Strawberry Hot Springs again, and seeing the many reviews here talking about the poor customer service makes me realize this is not all that uncommon. Such a shame.