Terrible Management and Zero Accountability
I had a terrible experience at Keough’s Hot Springs which has been growing to this point. The staff was completely unprofessional and disorganized when handling capacity issues in the hot pool. A girl with Dark brown hair failed to inform anyone at the entrance about being at or near capacity. Instead, she waited until people were already inside, paid, and settled in the pool before rudely demanding that guests get out with no chance for a refund.
The words and tone used for approaching people was appalling. I would hope if the owner was there this girl would have lost her job.
The staff member approached my group and singled us out, claiming our group was too large. For the record, we didn’t plan or arrive together—we’re from a small town and just happened to know others there. She told us to “self-regulate” and count how many people were in the pool and to get out when over capacity. That responsibility is not stated anywhere, nor should it be placed on paying guests.
In any other setting a place does not allow more people into a space once it has reach capacity. Facilities do not tell customers who paid for the day to get out to make room for new guests.
What’s worse, they blatantly targeted our corner of the pool while ignoring other groups who had been there even longer. Meanwhile, they kept letting more people in without informing them of the situation and demanding others get out to let more in. After letting in even more people, they decided to kick everyone out of the pool entirely even those who just walked in.
To top it off, when I went to warn a friend who had just paid that the pool was over capacity and being cleared, the same staff member overheard and barged in flipping out at me—while another younger blonde employee managed to be more mature and professional. (She was later asked to be a regulator and managed to talk to people not scream at them like other staff.)
The same aggressively angry employee started approaching new arrivals, blaming “entitled” guests in the pool for the chaos. She was very loudly referring to current guests with names and insults. I heard this myself and overheard the murmurs of the crowds complaining about what they were hearing being yelled about them. This was outrageous and completely inappropriate.
Here’s the issue: the facility has no system in place to manage capacity, and instead of taking accountability, they push it onto paying customers. Guests were complaining left and right, and many had great suggestions for improvement. Questions were asked and employee’s were yelling. This is such a simple problem to solve, yet management can’t seem to figure it out.
Save your money and skip Keough’s Hot Springs. Until they overhaul their staff and implement a proper system, they’re not...
Read more
Learn more insights from Wanderboat AI.
