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“got injured here no help your on your own”

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Fairmont Hot Springs Resort
Reviewed 23 September 2013

Sept 20 2013 friday went to bathroom and when i opened the stall door it came right off the hinge. And hit me in the temple of my head and my leg' i was a little dazed and told the staff i rested a few minutes and went to the hot water did not feel right ...pressure and headache gave them my name and was offered a ice pack i said no i have one at the rv site next door the next day no better ..could not look down without being dizzy and some memory confusion no the hotsprings staff did not check 0n me or offer any concern 0r compensation. I highly recommend !!not!!!to !!!go!! To a place that doesn't care about there guests welfare. Enough said!!!!!!!!!! Still recovering. Debbie from alberta canada.

Stayed: September 2013, travelled as a couple
4  Thank owen m
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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402 - 408 of 575 reviews

Reviewed 20 September 2013

The pools are very nice and very clean.
The lodge is a way over priced and the food is expensive and extremely poor.
We will not eat at the lodge in the future, many other places in the area that are excellent and great value.
We have been going to the pools for 30 some years, and as I said they are great but the buck stops there.
It could be a tremendous resort but it looks like the owner is just trying to make as much money as possible without putting anything back into the resort.
I read all the 167 reviews to this point and I'm amazed at the form letter responses from management.

  • Stayed: September 2013, travelled as a couple
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2  Thank 281bob
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 14 September 2013

We are staying at the RV Park during an RVWest Rally. The park is very nice. Sites are clean and level. We are having several of our meals in the Pavillion - a great facility for a crowd (there are about 70 of us). It is just a short walk to the hot springs pool.

  • Stayed: September 2013, travelled with friends
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Thank MaureenH_11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alex C, Marketing` at Fairmont Hot Springs Resort, responded to this reviewResponded 4 October 2013

Hi there,

Thank you for your response! We are glad you enjoyed your stay at the Fairmont Hot Springs Resort RV Park. We hope to see you again soon.

Sincerely,
Fairmont Hot Springs Resort

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 10 September 2013

I have been going to this resort for over 25 years now. I learned to swim there, and for the first time this summer I brought my own son, who happened to learn to crawl while we were there. I do regret to say however, that this will be our last visit to the resort.

After experiencing very poor service last summer from both the desk staff and the food and beverage staff, we shared our feedback, and were told that ours was not the first complaint about the service in the food and beverage department.

After hearing that, we assumed that something would most assuredly be done to improve the service, so we decided to give them the benefit of the doubt and go again this summer.

Unfortunately, not only was the service extremely poor, but yet again when we voiced our concerns to the front desk staff upon checkout, we were told that we were not the first to be giving this feedback, begging the question, why is nothing being done to improve the service?

We had the opportunity to eat at 3 of the different establishments on the resort, Mountain Flowers Dining Room, Bear's Paw Lounge, and Misty Waters Cafe. The theme throughout the stablishments was very young and inexperienced, untrained service staff who were obviously not happy to be there, with one exception, the lovely server Kali in the Bear's Paw Lounge.

When we ate at Mountain Flowers, we were seated by a hostess who did not say more than two words, and then proceeded to sit for 15 minutes, without being acknowledged again by either a server or the hostess. I then pulled the hostess aside and asked her to please fill our water glasses, as we were very thirsty after the drive up. I also inquired as to when our server might be dropping by and all she said was "it might be a while longer".

There were 2 servers working on a Friday night, and one hostess. There appeared to be no management or leadership around to offer guidance and to encourage accountability. When our server finally arrived, she did not apologize for the delay, and was not very personable to say the least. I would describe the feeling as one of being an inconvenience to her. We did notice however that she paid careful attention to another table that arrived after us, a table of 4 extremely well dressed seniors. One can only guess that she assumed they would tip more, hence she spent her time with them.

The food was bland, and even if it had been better, the entire dining experience was overshadowed by the service. One can understand staff shortages to a point, however a simply, smile and a quick hello I will be with you in a moment would go a very long way.

At the Bear's Paw Lounge we encountered Kali, who was a delight, however we noticed that the other server was the same one with the same bad attitude that we had encountered last summer, and we saw many tables around us visibly agitated by the lack of service they were getting. The table next to us was already seated and had ordered when we arrived, yet their food came out 10 minutes after ours. They ordered the same dishes we had, so it was not as if they had ordered something that took exceptionally long to cook.

We were disappointed to see that the lounge no longer served blended drinks, as I had been looking forward to a virgin strawberry margarita. The food quality was average.

Misty Waters Cafe, the property's greasy spoon served up some delicious food, however it was staffed by two young men who couldn't have been older than 20, and who had absolutely no people skills, and no sense of urgency, it was painfully slow.

To add to the service, the ice machine wasn't working, and the soft drinks came out of the fountain at room temperature.

The terrible service that we encountered now two summers in a row has lead me to question the management team. This kind of disregard for guests is unacceptable, and there is obviously no one leading from the front to set an example.

The accommodations were average. The resort used to be 4 stars, but has not been kept up, so is now a 3, and that is being generous.

We stayed in a cabin, and were disappointed to see that pay per view movies were no longer available, which was especially disappointing as it rained all weekend. We then tried to watch Netflix on our laptop, however the wireless did not work the entire weekend either.

We did get great service at the front desk, however it was too little too late. There is no attention to detail on the resort, and unfortunately it seems that the management team is coasting along, enjoying repeat business from guests who remember the resorts glory days, but that take no concern with wowing guests.

The only reason we went back this year was because we saw gift cards at Costco, so we purchased 4 of them for $100 and ended up with $500 of resort credit. However even with the discount/credit, it was not worth the money. They charge 4 star prices and offer 2 star service.

If only the resort would focus on service, they wouldn't need to run this type of promotion. People are willing to pay for exceptional service, we certainly are.

So for that reason, this was our last visit, which is disappointing as I have many fond memories.

  • Stayed: September 2013, travelled with family
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1  Thank nokaoibeachgirl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alex C, Management at Fairmont Hot Springs Resort, responded to this reviewResponded 13 September 2013

Hi,

Thank you for your response. We take pride in the history of our Resort and we are always looking for ways to maintain an excellent guest experience. Having continually visited the Resort for 25 years, we would like to discuss these concerns with you directly as your family tradition in staying with us is very important and appreciated. Please call 1.800.663.4979 at your convenience and ask for management.

We look forward to hearing from you.

Sincerely,
Fairmont Hot Springs Resort

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Reviewed 10 September 2013

Arrived at Fairmont Hot Springs on Sept 5. Greeted with excellent and courteous service at the registration desk. Since our room was not ready, staff efficiently assigned us to another room, same room style that was ready. Truly appreciated being able to get into our room. The Bear Paw bar and grill had a superb menu of comfort food, pub style food with adaptations to suit many dietary needs. Service in the restaurants was polite, good humoured and took great initiative. Fitness facility provided a variety of cardio and weight training equipment. The choice for pools whether a lap pool, diving pool, or hot tub was great. On resort shopping was fun with unique finds. Housekeeping was effective and the results were appreciated (very clean room). Setting in the beautiful Rockies in September? Fabulous. We enjoyed the many hiking trails as well as golf. Pricing is more than reasonable. Looking forward to staying here again. I almost forgot about the spa service. EXCELLENT! I had a massage, facial and pedicure. I appreciate the opportunity to relax and connect with service providers who have a sense of humour and pride in their work. Thank you!! One more thing...there was a fire alarm . Staff ensured we were safe and well informed. Once the alarm was confirmed as a false alarm, we were allowed to return to our rooms. I appreciated how this situation was handled.

Room Tip: I didn't rate room service because we did not use room service.
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  • Stayed: September 2013, travelled with friends
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Thank Nadine G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alex C, Marketing at Fairmont Hot Springs Resort, responded to this reviewResponded 3 October 2013

Hi there,

Thank you for your response, Nadine! We are so glad you enjoyed your stay at Fairmont Hot Springs Resort. We always love to hear that our guests have utilized the many fantastic amenities the Resort has to offer including the Hot Springs, Tracking Studio, and more! Our Spa staff always seem to have a smile on their faces - must be the mountains! We hope to see you again soon.

Sincerely,
Management at Fairmont Hot Springs Resort

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Reviewed 7 September 2013

Be forewarned. A fabulous location, pools and grounds that should make this a great vacation spot, BUT..... When you pay over $240 a day for a 1 bdr cabin you should expect an above average level of service. Well you won't get it at this location. Cabin very small and cramped and dated. The service we received was very disappointing. Toilet bowl rim was stained, "Do not Disturb" sign totally ignored and when reminded to look at door sign response of "Oops," asked for an extra housecoat for 3rd adult -response NO -2per unit only, Steamers coffee bar out of coffee at 9:00 a.m. with response "they haven't brought me any yet." We did the much advertised "all you can eat Pasta" in the dining room. Like others reported on this site, we lined up for over 1 hour for our pasta to be cooked by a single chef who did a marvellous job but how ridiculous!. When we complained at desk were told, you're not the first to complain it has been like this all summer.
It is very sad and a major negative to BC Tourism that such a great facility is so poorly managed and run yet they can command such high prices and the public pays because there are few choices in the area.

Room Tip: Avoid the cabins
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  • Stayed: August 2013, travelled as a couple
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3  Thank 99franko
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 2 September 2013

The value for the accommodations and incredible views make this a spectacular find. The location is about an hour from a major city (Cranbrook) but the scenery is beautiful. The huge natural hot springs pools/hot tubs add another level of comfort and awe. The rooms are very comfortable and are very well priced including breakfast buffet. Very good customer service from staff. On-site restaurant and bar increase the options for entertainment. Rooms have a nice balcony with seating area and include fridge. Highly recommended.

Room Tip: Depends on your preferences. So many options depending on your preference. I prefer spectacular moun...
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  • Stayed: August 2013, travelled as a couple
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1  Thank johncrawcarp
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alex C, Marketing at Fairmont Hot Springs Resort, responded to this reviewResponded 3 October 2013

Hi there,

Thank you for response! We are glad you enjoyed your stay at Fairmont Hot Springs Resort. The Hot Springs here at the Resort are Canada's largest natural mineral Hot Springs and our guests love to relax in them. We are glad you were able to enjoy the Resort amenities and hope to see you again soon!

Sincerely,
Management at Fairmont Hot Springs Resort

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Fairmont Hot Springs Resort

Address: 5225 Fairmont Resort Rd, Fairmont Hot Springs, British Columbia V0B 1L0, Canada
Region: Canada > British Columbia > Kootenay Rockies > Fairmont Hot Springs
Amenities:
Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Spa Swimming Pool
Hotel Style:
Ranked #2 of 4 Hotels in Fairmont Hot Springs
Price Range: £66 - £181 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Fairmont Hot Springs Resort 3*
Number of rooms: 140
Also Known As:
Fairmont Hot Springs Hotel Fairmont Hot Springs

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