Ouray Hot Springs Pool — Local services in Telluride

I understand COVID has everyone scrambling on how to stay in business but my family's experiece here was by far the worst. Safety guidelines limit the number of people on the premises to 50. Fair. Admission is first come first serve. Fair. If they are at capacity however, your ONLY OPTION for admission is to stand in the dark, in below freezing temperatures IN YOUR SWIMSUITS (which you must do since there are no lockerrooms at this time) and hope someone leaves.

No one answers the business phone (we called beforehand to check if there was room). So we figured we would try our luck and just go. When we arrived, the front desk worker told us they were at capacity and we would have to wait for people to leave, and suggested we could wait in our car in the parking lot. I asked if she could take our phone number and call or text us when enough people had left, she refused to take a phone number saying "it's not what I was told to do". So we head to our car to wait and look out for people leaving when another group of people happened to walk up just as a group was leaving the pool and were let in right away. I got out of the car and went back to confront the front desk person, saying we were there first, waiting in our car as she suggested. To which she rudely replied, "too bad, you weren't here". I said fine, I'll stay here at the window and wait. To which she said, "No, you have to go outside the gate to wait". For clarification "outside the gate" is behind the building in a place that is pitch black, no lights, no heaters, nothing. Just an icy, dark sidewalk in below freezing temperatures. So we left.

I wouldn't be mad if the solution wasn't SO EASY. They could easily not require people to suffer in the cold to patron this business, but CHOOSE TO. Every restaurant on the planet knows how to take a name and number. If your pool is full, take down their name, number, and number of people in their group, tell them to wait in their car, and CALL THEM! If they aren't at the window in 5 minutes, call the next ones. a 13-year-old can hostess better than this business can - unfortunately.

Absolutely poor management and even worse customer service by an employee who made it clear she could not care less about people trying to spend money there. So disappointed. I hope they change their practice before you - my fellow review reader - and your family arrive. May the odds be ever...

I understand the situation given the covid-19 outbreak, but customer service and communication with customers is important. They said only 50 people could go into the pool at a time because of covid regulations and I understand that, but because they didn't set up a clear line for people, people were cutting in line to buy tickets. Considering that there were only 50 tickets to be sold, it's a bit frustrating considering I waited in line for an hour only to get to rejected. Also they didn't pick up the phone when I tried to call them, and I called them four times. I'm sure it's a great hot springs, but their customer service, especially through the covid era, needs some work. Also, 18$ per person for only 2 hours in the pools is too much to pay in my opinion. if you really want to go into the hot springs don't let what I said impact your opinion or you want to go. This is merely what I...

Don’t waste your time this year. Customer service is horrible. They really shouldn’t even be open during Covid. I think they would be much happier here and in Ouray if we tourists just went home. They allow only 50 people in for 2 hours. You get there at least an hour before to wait in line. Some if most all the people ahead of us were buying multiple tickets. My family of 4 were 28-31. We didn’t make the cut. They could of had a pool employee come out with a clicker and count how many tickets were going to be purchased. No, they didn’t. That would have been the polite thing to do. Go to Creede, they were fantastic there. Ouray?...