Broadwater Hot Springs & Fitness — Attraction in Helena

This was one of the worst restaurant experiences I have ever had. Extremely poor service. We asked for water, and were handed a pitcher to pour ourselves into a stack of plastic cups... enough water to not even fill all of the cups halfway. The server didnt check back a single time- so we had to go up and ask for drinks from someone else. When she brought our food, she said she would bring more water, and the sour cream she forgot with the nachos, and we never saw her again except to drop the check.

The portion sizes were VERY small, yet the pricing was high. Sandwiches come on slider sized buns, with mini portion of fries. The $12 nachos have no meat on them, almost no cheese, and almost none of the other listed toppings (plus the server doesnt bring the sides that are promised with it).

Waitstaff stands in a group talking by the bar, rather than checking on customers.

Pools are under construction, and the lighting was flickering in & out, not properly functioning.

They also will not supple towels, claiming that their washers are not working.

The tile in the locker room is extremely slick as you are exiting the doors to the pool (Be Careful!) watched several people slip and almost fall.

Trashes were over-flowing.

Our ticket total was $106 for just the food, to have to beg for water, cups, silverware... not to mention we watched a server bring the wrong food to the table next to us, after she stood over said food talking to another table for a good 3 min.

I LOVE food and experiences, and this is all-around poorly maintained, managed, and staffed- and the food & drinks are way overpriced for the lack of quality and service provided. This was the worst restaurant experience i have ever had, and i eat out a Lot.

Updating information for the owner: food delivery took 1 1/2 hrs from sit down, to food delivery, for 3 kids mac and cheese, two plates of tacos, 1 plat of nachos, 1 plate of chicken strips, and 1 pulled pork sandwich. This was Saturday, Jan 11th 2020 at 5:30pm.

Owners lack of apology and “blaming” the customer for poor customer service based on information is also a thorough indicative EARNED 1 star review, as i see the single star reviews increasing, with many similar complaints in the same areas. Owner did not address lighting issues or slipping hazards, or excuses of broken washing machines. Owner has information needed to improve services provided, yet fails to do so, using the excuse that another means of contact were not made.

Also, i did inform TWO separate workers standing st the bar that our server was struggling, and asked if we could please get drinks. They put in the order, and then continued standing there chatting while not assisting...

I really love this place and I spend a lot of money here every month. I take my daughter at least twice a week and usually make purchases from the restaurant on every visit. That being said, the springs pool has been increasingly murky lately and I'm pretty sure it's rarely drained. Chemicals are added for sanitation, so it might be hot water, but it's not natural water. A coworker told me yesterday that she asked about why it's so murky and the person she asked said they don't have enough flow to drain the pool frequently. This is a simple calculation to make, so why wouldnt they build like 7 smaller pools and drain and clean one each day? I think the dollar signs got in the owners eyes when the new pools were designed - and I'm sure they're making lots of money, good for them. But every time I come and there is poop in the pool or they're cleaning the drains at 4pm and you have to climb into a lukewarm 3/4 full pool I get a little more turned off. It's really a shame, because it's really a great place beside the cleanliness issues.

Response to owner's response: I think you are missing the point. Regardless of how much you drain and clean, the pools have been murky lately. I was there when the poop was in the pool. I was also there at 4pm when the springs pool was shut down without any warning to paying patrons as they checked in. I have also talked to people there who paid that day because they wanted to go to the springs pool and when they found it was closed were refused a refund. It is also not a natural hotsprings, as you add chemicals for human health and safety (however, many people would rather not have the chemicals, or at least know what they are).

These are facts; you cannot refute these things. And it's unfair of you to be so defensive that you accuse your patrons of reporting false truths. I have seen your other review responses - you're pretty defensive, borderline rude, but just borderline. That being said, I haven't planned on not coming to Broadwater anymore. I'm just being a bit more picky - maybe come in through the restaurant to check out the water first. Unless you don't want my...

The food and drinks are great. Facility is usually pretty clean.

It use to be that children under 2 were free, that is now no longer the case.

If you happen to go on a night where there is an event- DO NOT GO with kids! You won’t be able to use the majority of the facility. If you do go with kids, know that customer service basically ignores those portions of the pools. We tried to grab people to place an order and were passed over multiple times, for the times they did make their way down to the lower pools.

If there is a grey cloud in the sky, DO NOT GO at all! They do NOT give you any sort of a refund, even if you literally got there less than 30 minutes ago. Spent $80, just to be told to leave the water less than 30 minutes later because of lightening.

People that had ordered food and drinks were told to “eat it in the locker room or go to the lobby” If you had kids with you. Or you were told to exit the building, and go around the front of the building to the restaurant, since the bar and upper pool were closed for the 21+ event they weren’t allowing access through there, even with the pools being shut down due to the lightening.

I’m all for safety, but there should be some sort of a rule that allows for even a partial refund. Instead you’re given (if you ask) a ticket for buy one get one free entry, even with you already spending a chunk of money. Y’all are too expensive to be that greedy. Also, if you’re going to make most of the facility inaccessible to those with children during events, just shut the whole facility down to children or give a discount to those that use the facility that don’t attend the event. It really wouldn’t be that hard to get an additional bracelet color for non event attendees.

Thoroughly disappointed with the customer service and policies for 8/16. For a family of 4 it would be more cost effective to rent a hotel that has a pool, and have food...