Roman Spa Hot Springs Resort — Hotel in Calistoga

It's with a heavy heart that I write this review... My husband and I have gone to Roman Hot Springs for about 20 years now. We have taken our children and friends. Even though.. the place is outdated the management is rude no robes Can't check in early, ever, even if it's an hour. They will charge you 30 dollars for early check in. yapping neighbor dogs overpriced. So, when I got an e-mail (2 days before leaving for Roman hot springs for my birthday) saying that they had "upgraded my reservation" i was a bit leery. They NEVER give anything for free. So I called to inquire and basically was treated so condescendingly for even questioning the upgrade. It's an upgrade, it's free she said. It's a king with a daybed. I started asking questions, again rudeness. Well I thought, we'll see. So we get there, excited to see the upgraded room and it was not an upgrade. Yes, they have a daybed which is like a futon with a gross tweedy cover on it but there is no closet and it's not cozy like the basic king room sooooo.... I go back to the office and tell them I don't like the room and I want the room that I reserved and am told that they are doing renovations and that they don't have any classico kings left. I said well can you upgrade me then to a superior? No, you'll have to pay more. Mind you, they gave away my room and haven't apologized ONCE for the incovenience, tried to give me the ol' switcheroo to a not so nice room (telling me it's and upgrade :/) and now are stonewalling me!! Finally, they gave me a room with a kitchenette. Fine, all good.

But not good, later my husband and I experienced dirty looks from management like we were the bad guys!! It was so uncomfortable, I left very disappointed from my experience there.

So, I don't think I'll be goin' back for a while. Nor, recommend Roman Hot Springs to my friends. And please don't say "Sorry we didn't meet up to your expectations", because you did. I was leery about the upgrade because of your management's serious lack of hospitality and I was right.

P.S. Lame response!! Poor you!! No accountability, no apology, zero hospitality. Look at the trip advisor reviews... they all say the same thing!! Overpriced, outdated, service inconsistent. Passive aggressiveness. Just more lip service. Also, that's...

I am a local and I was basically harassed by the owner of the resort.

Here is my story. My family goes to this resort annually. We wanted to try something different so we tried other resorts in the area, they were all booked up so we went to the Roman Spa. It was OK because this is where we go there anyway annually.

This year something changed. My family booked there rooms for 3 nights, I booked for 2 since I live locally. A total of 4 rooms. I spent over $500.00 for 2 nights, upon my checking out I told the receptionist I would be hanging out for the rest of the day by the pool celebrating my cousins 50th birthday, she said no problem enjoy!

So I did. Then 4.00pm came around and the owner confronts me by the pool and says you are no longer a guest here, you have to leave or pay another night, very rude, I replied I may stay another night, I don't know yet. 40 min later she sends out a pool boy with a key and a credit card slip saying, here is your key and sign this $189.00 credit card slip in front of everyone in the pool. I then said I will not be staying here another night I will be leaving, he said no you have to take the key and sign the slip. I then got out of the pool, went into the lobby and spoke to the owner. I said I only hung out for 4 hrs in the pool, why do you treat people this way, she replied, those are the rules, if you check out you cannot be in the pool after 1:PM or pay for another night, but in a very smart rude tone of voice. I said I have been to a lot of hotels and this is the first time I have had this kind of treatment. Usually a hotel, in my experience will gladly take you luggage and let you use the facilities till you either catch your plane or leave for you other destination. Not at this hotel, there customer service is run like a prison camp, with strict and harsh treatment.

End result, my family, and myself and many other friends will never stay at this place again. I am a local Sonoma county resident and I can tell you there are many other places to stay in Calistoga, like Indian Springs, Calistoga Hot Spring Spa, Dr Wilkinsons, Solage. Even if you have no other choice, DO...

This review is for the spa service ONLY.

We have been coming to Roman Spa for 15 or more years, even bringing family members with us on some visits. Roman Spa is still our favorite place to stay when we visit Napa Valley.

Most of the time, we utilize the spa services, but this visit was very disappointing. The receptionist was quite unfriendly and failed to provide any information regarding changes in payment policies. After booking our appointment, she mentioned we would receive an email confirmation. I did receive the email, but to be honest, I didn't read it thoroughly because I assumed it was just a confirmation.

After our treatment, we tipped the therapist in cash. When we asked the same receptionist about the total cost after using our $75 certificate, the amount seemed off, so I requested clarification. She informed us that all spa treatments automatically include a 20% gratuity. We were in shock. Why should we have to pay a tip in advance before receiving the services? What if we weren't satisfied or only partially satisfied? I strongly believe customers should have the right to decide how much to tip.

This policy feels sneaky and dishonest. The receptionist should have informed us of this at the time of booking, rather than after we completed our treatment. It made us feel very uncomfortable. I'm not even sure if it's legal to charge a tip in this manner.

We will not be using the spa services during our future stays. PS. reply to the owner: - We visited the spa to relax and enjoy ourselves, not to worry about fine print or additional charges. The receptionist should have provided all the necessary information upfront, but she failed to mention the extra 20% fee, which could vary based on our experience. Additionally, she was not at her desk when we were leaving. We waited for 10 to 15 minutes for clarification, but ultimately left and returned later for answers. It’s not just about paying for the service; it’s about honesty and...