Dr. Wilkinson's Backyard Resort & Mineral Springs — Hotel in Calistoga

TRAVELER BEWARE: I made a reservation for a mother/daughter getaway at this resort on Wednesday, March 17th for the upcoming weekend and received 3 confirmations from them, the final one being sent 2 days later on Friday, March 19th, the day of arrival. Here is what all 3 confirmations said: “After settling in your beautifully designed guest room, don't forget to visit Doc's Office where you will find our wellness orientated retail selection.  Afterwards, take a moment to relax, and join us in the Backyard for laughter and lawn games, take a seat at the brand-new House of Better restaurant, or take a dip in our mineral pools—and don't forget to treat yourself to our world-renowned spa.”

During check-in that afternoon, the general manager, Jose, who was about to charge my credit card that now included a resort fee of $30 per night, said NONE of their 3 main amenities, ones that actually make them a resort, were open! Not the restaurant, not the spa, and not the mineral pools. He said he could book me a room at their “sister property,” the Calistoga Motor Lodge, an inferior property with an inferior room and location, a classic BAIT AND SWITCH. What could we do? We were exhausted from the week and our travel to get there, on top of it being 4:30 on Friday afternoon! Such stress and frustration and disappointment to start off our relaxing “wellness” getaway, and just so shady and selfish on their part. I felt incredibly disrespected and deceived. And not only was no compensation whatsoever was offered, instead we were OVERCHARGED. Originally supposed to be $848 (including tax) at Dr. Wilkerson’s, which then turned into $909 upon check-in at both properties, to a final charge of $926!!

Had this been a customer-friendly resort with corresponding management, they would have contacted me on Wednesday after the reservation was made, or Thursday, or even Friday morning, to say, “Hey, not sure what’s bringing you into town, but just so you know in advance with no last-minute surprises, all 3 of our main attractions are still under construction and will not be available, just in case you’d like to book somewhere else.” That would have been proactive and professional. Better yet, they could stop renting rooms altogether until their renovation is complete. I realize the travel and leisure industry has been especially hard hit by the pandemic, but sacrificing your long-term reputation and repeat customers for short-term gain is not the wise way to recovery.

So, fellow traveler BEWARE. If you’re looking to stay in Calistoga, I highly encourage you to stay somewhere else. Spend your hard-earned money somewhere that appreciates your business with proactive, professional, and pro-customer service. If you do choose to try this place out, do not trust their web site and confirmations. Call in advance to make sure the amenities you want are available, and that your “resort” is not an active construction zone complete with tarps and chain link fences, with invoices that include egregious, empty resort fees for nonexistent amenities, or worse, that you get sent somewhere else entirely different that you never would have chosen...

EDITED TO ADD... Yes, many times, I have a delayed review as I have more pressing matters in my life than to be a review Queen. The fact that I STILL remember this after two years as an awful experience had me wanting to share to prevent others from over-paying.

The response is a perfect example of the customer service and lack of concern for patrons. Confirming I made the right decision to never return to this location. Also, I have been to other locations where the mud did not smell foul, and I am not the only one who mentions the fact that it does not seem clean. Also, the debris is unacceptable for me. What could have been a chance to improve was taken as a chance to attack. Well done! It has been almost two years since my daughter and I went and I can still smell the stench of ammonia... I wish I hadn't asked the attendant about the particulars of the mud as we were told they had to keep the temperature too hot for her to try it out - because the mud is NEVER changed. Yuck. We were asked at least three times to use the restroom before entering the bath and in hind sight, I have to wonder how many people have urinated in that exact mud. Once in, my daughter had several scratches from what seemed to be small twigs and other debris. As if that wasn't enough, we were rushed and pressured for upgrades the entire time. Once done and the odor was showered off, we changed into swimsuits and were given robes to go out to the mineral soaking pool. That part was fabulous. Fabulous until we were locked out from returning back into the building where our clothes and other personal items were. We tried ringing the bell and even called the desk for someone to come let us in. No one answered and no one came. SO FUN to walk around the building and along the public street in bath robes through the front of the establishment. No apology or reason they didn't answer our calls - the woman just let us back into the locker room.

After all that disappointment, we were charged $650 to sit in smelly mud and be ignored. Not sure how some people think this is fabulous, but no thank you for...

Worst experience ever! I never ever spent about $300 for shabby service at a shabby room like a worst room in a shabby motel with broken shower. When we asked for changing room, they refused changing room for us and insisting on looking for tool to fix the shower at midnight. We tried to be patient and waited for them at least half a hour but still can't fix the shower. It was already almost 1am!!! we are so sleepy but we still not able to take shower!!! When we lost patience and asked for changing room again, they lied to us and said no vacant room was available so the only way they can do is spending time to fix the shower. We were so mad that we told them the only thing we can do is to cancel the room and get refund. We would rather find another hotel or just go home in midnight. So eventually they changed room for us. But the room has broken door at bathroom and our king size bed became queen size bed which is much smaller and not comfortable for us. We were disappointed and suggested them to give us two rooms, one room with broken shower but at least having king bed for us to have comfortable sleep, and another room with broken door and small bed but at least having working shower for us to be able to take shower. Since we paid money for a king size bed and working shower, we thought our idea is good and they should be able to satisfy us. But they refused to satisfy us and said they can't give us both rooms. We were so sad. We squeeze in the small shabby bed in the shabby room with poor sound isulation, listened to the noise of the car passing on the way outside the hotel and we couldn't have a good sleep at all. Next morning we complained to the guy at front door, but the shabby guy even said they can't provide better service to us and suggest us go to another hotel next time for better service. He didn't respect us and treated us roughly. The way he talked to us is very rough and kind of discrimination on Asian woman. I don't think he would treat his Amerixan sisters and brothers in such a rough way. We were thinking about filing a lawsuit again him. We are not deserve to pay money for rough treatment and...