Bonneville Hot Springs Resort & Spa — Hotel in North Bonneville

My Husband planned a birthday trip for me. He decided he would like to travel to a place that offered couples massages. We had also stayed at the resort about 18 years ago, and we were excited to see it re-open.||||He made our reservations to stay around Jan 5th. He couldn't reserve the spa however so he sent an email. He got a response around Jan 17th apologizing for the growing pains and that the reservation system would be available shortly. He waited and was finally able to make the appointment. His confirmation is from 1/23||||The reservation were for Saturday 2/22/25 at 3:00PM.||||We arrived at the resort and checked in on Friday 2/21/25. We walked around the grounds to check everything out, and stopped by the spa desk at around 4:45PM, and confirmed that we had spa reservations the following afternoon, but she said 4pm. This didn't sound right but we were headed off property for dinner. But later hubby found email and confirmed we should be at 3 pm. So Saturday morning he went down for coffee, food and to talk to the spa about the 3 pm-4pm mix up. But they weren't open at that time. He tried again by calling down around 11 am. It took them a minute to locate the reservation but confirmed 3 pm couples massage. We went about our day.||||We arrived at the spa desk at 2:45PM and we're told by the receptionist that they had emailed but we're on vacation he wasn't looking. We were staying on site, they could have called, called the room, knocked on our door? The email was sent at 12:30 PM, stating we were bumped because of a double booking.||||The receptionist said the next available appointment was not until Monday. No good for us since we left on Sunday. She did offer a "tub soak", but our room had a hot tub on the deck, so this meant not much to us. ||||We took ourselves to the front desk and while explaining what we had just encountered to the front desk, someone who seemed to have more authority took my husbands name and said she was going to find out what happened right away. 28 hours later and we have not heard anything.||||That night we went to the dining room for dinner, to try to salvage the day/ weekend. The dinner was "satisfactory " at best. The Prime rib was so-so. I'm not convinced I ate prime, it was cutting more like a chuck roast then a prime steak. The potatoes and whatever the green vegetables were, tasted like they were cooked in burnt oil, and were inedible. We left very disappointed. ||||We know that this property was last used as a mental health facility and there were LOADS of signs still evident. Second floor nurse's station in the middle by the elevators was vacant. But very obvious a nurse's station. I highly suggest removing the doors locking you out and filling it with games, puzzles and books. Would possibly disguise it more if it seemed like a relaxing nook.||||The end of the hall where the mental health patient rooms still had the magnetic locking door and keypad security panel still installed. Pull those signs out it's creepy to see in a luxury spa. ||||The call box for security is in the main lobby. It's also from 1980 and needs to go. No one needs to intercom access up to any other floors in a luxury spa.||||The doors didn't have the lock plaques that let housekeeping know you're resting. Instead we heard her calling out up and down our hallway during our "serenity" naps.||||The peepholes in the doors were blocked, so I had to open the door to see who was knocking.||||The soap/shampoo/conditioner in the bathrooms are a mystery as they're not labeled. Not sure if I washed my hair with soap or shampoo.||||In the hot tub rooms we are equipped with only 4 towels. Regular hotel rooms give 4 towels. When you have a jacuzzi in your room you need more towels, and places to hang them in any hopes of reusing them.||||The towel rack in our room was pulling from the wall, no anchors were used when they installed them into the drywall.||||The room receptacles are original and not holding our plug in very well at all. Would be easy to update those, and get some table top access to power with power strips and or USB ones. Right now you're crawling behind the furniture to power your cell phones.||||Instructions are needed to operate the TV, two remotes in your room and we had a hard time getting the settings right in order to view...

I recently stayed here back in November on a Sunday. While staying here I cut my foot on broken ceramic on the bathroom floor. This ceramic appeared to belong to one of their coffee cups. I took pictures, stopped the bleeding, and picked up the shards as best I could. I checked in after 11pm, so I just wanted to go to bed, so after cleaning up the mess I did. I went to sleep and checked out the next morning at 6 AM. I was in the hotel for less than 7 hours. I informed the front desk staff that I had cut my foot and the only thing she said was, "I will have to refer you to my manager." Then she wrote the managers name, number, and email on a sticky note and gave me my receipt. She did not ask if I was ok. She did not express sympathy. And she completely failed to address the issue at all. I was appalled. Two days later I emailed the manager, since I did not receive a call on Monday. Then I waited till Friday with no reply. I called that Friday and got a hold of the manager who said he had gotten my email but didn’t have time to get back to me. He said he had been off for two days (in the middle of the week? That still left Monday, Thursday, and Friday). It was clear that I wasn’t a priority. I informed him of the situation and he said, “So you have taken the time to email me and follow up. What is it that you want?” Again, I was completely blown away. This was the manager! He was expressing even less interest in the fact that I cut my foot open than the front desk attendant. He asked me some questions such as, “When did you cut your foot?” (shortly after check-in), “where did you cut your foot?” (the bathroom), “did the front desk attendant have you fill out an incident report?” (no). These were all things I had mentioned in my email. Finally, still without apology for the incident OR the terrible customer service I had received, he said, “Let me look into this and I will see if there is any wrong doing on our part. I will get back to you on Monday.” These are actual quotes folks. I am not exaggerating. They should appear just as apathetic to you. Anything wrong on their part? I already informed him of the poor customer service. Even if the broken ceramic on their floor was an accident, the customer service was not. Still no ownership of the problem, at all. Frustrated, I said fine call me Monday. Monday, Tuesday, Wednesday, Thursday, Friday all pass. No phone call. I call Friday afternoon, no answer. Finally I get a call back later Friday afternoon. Here is what he says. “Sorry you cut your foot, but there is nothing I can do. You didn’t call us immediately so we weren’t able to do anything right away. If you had called us right away this would be a different conversation.” I told him again that I had checked in late and told his staff first thing in the morning. He didn’t care. Neither him or his staff would do or say anything to make things right. Instead he insisted that it was my fault that he was unable to do anything or offer any compensation. At this point I was mad simply on principle. I didn’t care about compensation. Finally, after over 30 minutes of him making excuses, half-hearted apologies, and dodging the issue of his and his staff’s customer service he said he would give me a discount if I were to return. WHY WOULD I RETURN?! He had made it perfectly clear that they 1) have terrible housekeeping (see injury) 2) have terrible customer service 3) are incapable of empathizing with guests 4) will not offer compensation for any poor experience at their property (even including injuries) 5) do not follow up with issues 6) do not make guests a priority 7) tell guests that their problems are the fault of the guest not them. I feel I need to warn everyone I can about this hotel. I had other issues with my stay such as a nonfunctioning TV in my room, but my injury was obviously my primary issue. Please learn from my experience and STEER CLEAR. They do not deserve your business and you do not deserve to be treated with...

Bonneville hot springs resort was a special place for my husband and I, we spent our wedding night here and for our 15 year anniversary decided to go back for a restful and relaxing weekend, what we experienced was anything but that.

First off, we recognize that this place was closed for about a decade, and were very excited to hear that a new owner had taken over to give life back into this beautiful resort. However, purchasing a property this big in October and opening for business in February was concerning on many levels.

Upon arrival there was a grand opening party going on, and it was very crowded. Food was being served and it was overwhelmingly hot. We ventured into our third floor room with a hot tub to realize it was hot EVERYWHERE. The HVAC system was not working, it was near 80 degrees in ours room. We let the staff know and we got a box fan to help, this issue was not fixed by the time we checked out. We never had AC in our room. We also noticed the complete lack of attempt to decorate or bring any character into these rooms. It was sterile.

We had a mini fridge in our room to keep food we brought from home. It never got cold. They did replace it for us, which was helpful.

There were 3 living spiders on our ceiling, which made it feel like no one had actually been in that room for a while to make sure it was ready for guests.

We had no functioning bathroom fan.

That evening we also completely lost all WiFi for the entire property. We also had zero cellular service and could not communicate with anyone. We let the front desk know about that too.

We went to the spa the next day and got a couples massage which was decent, however I was left with bruises from head to toe, slightly aggressive. After we decided to go into the pool area. This was disappointing.

-The cold soaks were either not functioning or dirty. -The shower was filthy and 2 were not functioning. -There were several chairs with used towels ands dirty glasses that hadn’t been cleaned. -The pool was a decent temp but also not super clean. -Windows were filthy or clearly needed to be replaced.

Definitely worried about contracting a fungus while in there!

Later on we went to Stevenson for dinner and arrived back to the resort to park next to an employee completely drunk and passed out in his car. It appeared the chef from the property was dragging him out and taking his keys, which was a responsible decision, but very unsavory to find.

Our last evening was decent as we ate dinner in Hood River after canceling our reservations at the restaurant at the resort, because, we had PTSD at that point. The temp outside was cool enough to keep our room cool, since the HVAC was still down. We enjoyed our hot tub and then also discovered that it too, was leaking onto the balcony below us. Also during the final night there was a gas water pump running outside our room until it ran out of gas at 8pm. That did not make for a peaceful evening because the door had to be left open due to the AC not working.

I would give this place 0 stars if possible, but the fact that they comped our entire stay leaves a slightly better taste. The staff was friendly enough, however they seemed quite overwhelmed and clueless as how to navigate the shit show that was happening.

This resort has so much potential, but the grounds need a ton of work, the building was not super clean, the facilities including the outdoor hot springs were not functioning, and overall it felt like it was rushed to open without much care given to the finer details when charging over $300 for a room.

Save your time, go...