Hotel Magic Mountain SPA & Conference center♡

Poor Customer Service and Safety Concrns

4.0

This hotel has some positives – the volcano views are great, the pool area is nice, and the restaurant and restaurant staff were genuinely excellent (easily the best part of our stay). Breakfast itself was fairly basic but adequate. Unfortunately, our stay was overshadowed by poor customer service and a concerning safety issue. I was trapped in the lift during our stay, which was extremely distressing. On the same day, I was also disturbed at around 3:30pm and asked to move my car with no clear explanation. I had been asleep and had consumed alcohol earlier in the day, so was not in a suitable state to drive. When I later asked reception for an explanation, I was met with unhelpful staff and was simply laughed at, which I found very unprofessional. As a result, we decided to check out a day early and had to arrange alternative accommodation at our own expense. It’s a shame, as the hotel itself has potential, but the service and handling of issues significantly impacted our overall experience. I hope management take this feedback seriously and make improvements going forward.

Not pleased with customer service

2.0

Recently had to cancel 3 days vacation due to 92-year-old mother-in-law taking a turn for the worse . We gave 48 hr notice and Magic Mountain would not reimburse/ partially reimburse . Surely they could easily rebook especially since it's spring break and it's peak travel season. Where is the compassion? As if we're not hugely disappointed on cancelling a trip of a lifetime on top of dealing with family health issues? We will definitely not we book when we do reschedule.

Great Hotel

10.0

This is a great hotel , all the staff are very helpful . Breakfast great Rooms very nice . No wardrobe for clothes We had a balcony and could look out at the mountains with an added bonus of viewing some lovely birds early in the morning Nice swimming pool and jaccuzis

Cold shower and warm room : (

4.0

Registration: Polite, easy and very friendly. That was the highlight. Breakfast: Ate once and never returned. Pool: clean. Bar: High prices but wonderful service. Room: This is where it went horrible. I had zero hot water the entire trip. Reported it three times but nothing was done. On checkout the manager stated sorry the water was not to your liking. No there was no hot water… I manage and own apartments so I’m aware of what hot water should be. This was horrible after a long day. My room had a hot tub. Joke as it has no stop and would take two hours to fill the spout on it. In fact I asked for a stop and was told none have it. I said so is the hot tub for decor only to which she replied yes. Again manager never addressed. Overall good staff with horrible leadership and completely incompetent maintenance staff. There are so many better places to stay for the price. Talked to other people staying there that felt the same way. Find another place!

Decent

8.0

The hotel is clean, food is decent but not fabulous, staff was ok, but they are VERY PICKY about accepting US cash with any kind of marks or rips etc here. We had ZERO trouble with that anywhere else.

Refused a refund

2.0

My wife and I scheduled a stay at Magic Mountain on short notice. When we arrived, we discovered that we'd accidentally scheduled the stay for March instead of February, same dates We found other lodging but Magic Mtn refused to refund any part of our prepaid sray, evwn though it was a full month before the dates we'd paid for. I talked with their desk, sorry we can't (won't) do anything. We lost $550. They are about greed not customer service.