La Paloma Hot Springs & Spa — Hotel in Truth or Consequences

I have not been able to stay at La Paloma since 2019. This was my go-to retreat and renew hot springs. In 2019 there was a change of management, and employees were not happy. Then covid hit. I reserved online at La Paloma in May of 2020 and was told by the manager that "The Governor of New Mexico has closed as a precaution and we will open when she gives us the all clear. A possible reopening date has moved several times." Meaning that NM was closed because of covid? However, this was not true. I was following the covid/hotel situation in NM and on June 1, 2020, Sierra County had opened 50% hotel capacity, so I contacted La Paloma again asking for a reservation in June. I was informed "We are closed. No staff." A week later I went online and was able to make a reservation for later in June. This auto-reply reservation was followed by another email - "This is a tentative reservation request and NOT confirmed. We are currently closed and have not received an reopening date from NM Dept of Health. We will keep you posted." Well, this was a new one...so I called the NM Dept of Health. They confirmed that they had nothing to with LP being closed. In December of 2020 I wrote to see if they would be open in January 2021. Response "Thanks for asking Mary. No, we are still under the Stay at Home order from the NM Dept of Health. We will send an email with reopening date once this order has lifted." So many lies. In March 2021, their website was STILL taking reservations, even though they had been closed over a year. My reservation was confirmed and then cancelled again. I forget what the excuse was in 2021, as it was a phone conversation and not over email. In the meantime, I traveled to T or C both in June 2020 and March 2021 and stayed at other locations that were open. Not once since 2020 has their website reflected the truth. The website has never said it was closed during the years that it was. The website also lists walk-in hours. In 2022 when I visited again, I called to confirm the walk-in hours and was told, oh no, it is only for hotel guests. Ok, fine. Just put it on the website. Now, there is a new twist to this - the website still lists walk-in hours however when you call, there is a recording that says that there are no walk-ins; the pools are for hotel guests only and there is minimum 2-night stay. If you try to reserve a stay online, the calendar says that everything is booked until November...and yet, not any sign of life at La Paloma. There are no guests, no movement, nothing. The last excuse was "we can't find people who want to work." It is obvious that the only person who doesn't want to work is the manager...with 3+ years of doing nothing, she can't even keep the website up to date. It is my understanding that the owner no longer lives in T or C. It is beyond comprehension that this special place has fallen into the hands of this manager that has done nothing but ruin the business since 2020. Truly makes me wonder what ulterior motives...

I have not been able to stay at La Paloma since 2019. This was my go-to retreat and renew hot springs. In 2019 there was a change of management, and employees were not happy. Then covid hit. I reserved online at La Paloma in May of 2020 and was told by the manager that "The Governor of New Mexico has closed as a precaution and we will open when she gives us the all clear. A possible reopening date has moved several times." Meaning that NM was closed because of covid? However, this was not true. I was following the covid/hotel situation in NM and on June 1, 2020, Sierra County had opened 50% hotel capacity, so I contacted La Paloma again asking for a reservation in June. I was informed "We are closed. No staff." A week later I went online and was able to make a reservation for later in June. This auto-reply reservation was followed by another email - "This is a tentative reservation request and NOT confirmed. We are currently closed and have not received an reopening date from NM Dept of Health. We will keep you posted." Well, this was a new one...so I called the NM Dept of Health. They confirmed that they had nothing to with LP being closed. In December of 2020 I wrote to see if they would be open in January 2021. Response "Thanks for asking Mary. No, we are still under the Stay at Home order from the NM Dept of Health. We will send an email with reopening date once this order has lifted." So many lies. In March 2021, their website was STILL taking reservations, even though they had been closed over a year. My reservation was confirmed and then cancelled again. I forget what the excuse was in 2021, as it was a phone conversation and not over email. In the meantime, I traveled to T or C both in June 2020 and March 2021 and stayed at other locations that were open. Not once since 2020 has their website reflected the truth. The website has never said it was closed during the years that it was. The website also lists walk-in hours. In 2022 when I visited again, I called to confirm the walk-in hours and was told, oh no, it is only for hotel guests. Ok, fine. Just put it on the website. Now, there is a new twist to this - the website still lists walk-in hours however when you call, there is a recording that says that there are no walk-ins; the pools are for hotel guests only and there is minimum 2-night stay. If you try to reserve a stay online, the calendar says that everything is booked until November...and yet, not any sign of life at La Paloma. There are no guests, no movement, nothing. The last excuse was "we can't find people who want to work." It is obvious that the only person who doesn't want to work is the manager...with 3+ years of doing nothing, she can't even keep the website up to date. It is my understanding that the owner no longer lives in T or C. It is beyond comprehension that this special place has fallen into the hands of this manager that has done nothing but ruin the business since 2020. Truly makes me wonder what ulterior motives...

I have to mark this spa down for its customer service. We booked two nights from out of town with a pet. Thought to ourselves how wonderful it is we can bring our dog. Until we got there we didn’t realize that they have a cage specifically set up for your dog to go potty and called the potty station. Instead of letting us know there is a dog park a couple blocks away they just let us know that we’re not allowed to let our dog go anywhere else on the property but this caged in square of cement. Since my dog is trained to not go in her cage (while we are at work for example) we knew that this was not going to work for our dog. The moment we checked in it was akward because we were rushed in and kind of yelled at by the lady at the desk. she felt too overwhelmed to point us to our room when one other couple walked in the office so she kinda shouted “i just cant show you, youre gonna have to find your own room” in a hostile fashioned. We said its okay no worries and tried to be understanding. It wasnt until we got settled in and went to go get some take-out dinner; walking back to our room we were appraoched and told we were put in the wrong room. So she not only rushed us but put us in the wrong room. So we moved rooms instead of eating our hot dinner we ate it cold. As we still tried to be understanding we only felt more frusterated because it is supposed to be a relaxing spa but everything was stressful. Then after we finally ate and enjoyed the mineral spa; we realized that the spa is extremely necessary at this location because the beds were so stiff and my back hurt so bad i HAD to get back in the spa to make the pain go away. Mind you i dont typically have back issues, im only 26. The fact that the spa is offered private and 24hr was AMAZING! Since they offer day passes, it would be more comfortable staying somewhere else and just using the day pass. The place accomodates day passers more! My boyfriend and i were waitng for a mineral bath to open up as they were being occupied; a day pass person just walked into a room as soon as it opened up while we were standing their waiting. How rude! There is a sign-in place for when you are using the mineral bath but no one to make sure people arent cutting in line of waiting on just getting in the mineral bath. I wish people who come as a day pass were more supervised and not treated with higher importance than the people paying also plus lodging. Ultimately we ended up only staying one night and they let us cancel the second night no issues. They say the office is open 24hr; so i went around 1am to go cancel the second night; the guy had all the lights off and door shut. The third shift office person is not awake! They sleep until needed; so it took 6door bell rings and standing infront (with my face looking in) the window for him to notice me. All in all, it was an odd experience; i hope it isnt typically this unprofessional because it has...