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Eileen R
The 1 star reviews on Google are beyond accurate. Atrocious customer service, ruined the whole experience
Santa Fe的点评
点评：The Bubble Glamping itself is a cute concept, but unfortunately the customer service, communication, and complete lack of urgency ruined the experience for us.
We drove 4 hours and arrived around 1:30 PM. We knew check-in wasn’t until 3, so we completed everything beforehand, paid, left our deposit, got our wristbands, and ate at the restaurant while we waited. Around 3:30 we returned to reception and were taken to our two bubbles around 4 PM.
The problems started immediately. Our wristband/key was already giving us trouble opening the first bubble while the employee was THERE. She tried it herself and eventually got the door open once. We went inside, looked around, then stepped out to get our belongings from the car. When we came back, the door would not open at all. This wasn’t some random problem that happened hours later, the employee already knew the lock was giving us trouble before she left.
We went back to reception to let her know and instead of showing any urgency, the response was basically, “But it opened before I left” and insisting someone was possibly playing with the lock when the bubble with the issue had NO KIDS. We were eventually told someone was sent to help, but nobody came. We sat outside our bubble with our belongings for almost THREE HOURS.
Mauro, an employee who had nothing to do with the original situation, happened to pass by and we flagged him down. HE took it upon himself to find help (which still nobody came), get batteries, come back, and fix the door. He took a video after he fixed it and was timestamped 6:40 PM. We had been outside since around 4 PM. If it weren’t for Mauro actually taking initiative, who knows how much longer we would have waited.
Our second bubble also had a toilet that wasn’t flushing. What makes that even more frustrating is that when we first arrived, the employee specifically went into that bathroom to check something and make sure it was working. Clearly there had already been some concern with it, yet shortly afterward we were dealing with that problem too.
By the time everything was handled, it was basically 7 PM and Santa Fe was closing. Our plan was to check in, get settled, and enjoy Santa Fe that afternoon. Instead, the majority of our afternoon was spent sitting outside waiting for THEIR problems to be fixed.
The next morning I kindly explained everything to reception and was told a supervisor would be notified. Hours later, nothing had been resolved. Their response was that we could just enjoy Santa Fe for the rest of that day. No. We had a FOUR-HOUR drive home and booked our stay around our schedule for a reason. We shouldn’t have to rearrange the following day because they wasted the previous one.
The most frustrating part was trying to get any type of solution. Instead of management coming to us with a reasonable solution, we kept being asked, “Well, what do you want?” and even asked to determine what a partial refund should be. If you’re asking what I WANT, I would want all of my money back. Why am I being asked to sit there and calculate what compensation YOU should provide for a problem YOUR establishment caused? That’s management’s job.
We were told a supervisor would come speak with us and waited another 15 minutes, but by then it was around 5 PM and we had a four-hour drive ahead of us. I left my WhatsApp number and have continued trying to contact them, and still no resolution.
I do want to recognize Mauro because he was genuinely helpful and took responsibility for something that wasn’t even his problem and the curly hair girl lowkey trying to pin stuff on him to take blame off herself. Morgan, who initially checked us in, was also pleasant. The property itself was not the issue. The lack of communication, urgency, accountability, and basic customer service when things went wrong was the issue. For a place promoted so heavily online, this was extremely disappointing.
We drove 4 hours and arrived around 1:30 PM. We knew check-in wasn’t until 3, so we completed everything beforehand, paid, left our deposit, got our wristbands, and ate at the restaurant while we waited. Around 3:30 we returned to reception and were taken to our two bubbles around 4 PM.
The problems started immediately. Our wristband/key was already giving us trouble opening the first bubble while the employee was THERE. She tried it herself and eventually got the door open once. We went inside, looked around, then stepped out to get our belongings from the car. When we came back, the door would not open at all. This wasn’t some random problem that happened hours later, the employee already knew the lock was giving us trouble before she left.
We went back to reception to let her know and instead of showing any urgency, the response was basically, “But it opened before I left” and insisting someone was possibly playing with the lock when the bubble with the issue had NO KIDS. We were eventually told someone was sent to help, but nobody came. We sat outside our bubble with our belongings for almost THREE HOURS.
Mauro, an employee who had nothing to do with the original situation, happened to pass by and we flagged him down. HE took it upon himself to find help (which still nobody came), get batteries, come back, and fix the door. He took a video after he fixed it and was timestamped 6:40 PM. We had been outside since around 4 PM. If it weren’t for Mauro actually taking initiative, who knows how much longer we would have waited.
Our second bubble also had a toilet that wasn’t flushing. What makes that even more frustrating is that when we first arrived, the employee specifically went into that bathroom to check something and make sure it was working. Clearly there had already been some concern with it, yet shortly afterward we were dealing with that problem too.
By the time everything was handled, it was basically 7 PM and Santa Fe was closing. Our plan was to check in, get settled, and enjoy Santa Fe that afternoon. Instead, the majority of our afternoon was spent sitting outside waiting for THEIR problems to be fixed.
The next morning I kindly explained everything to reception and was told a supervisor would be notified. Hours later, nothing had been resolved. Their response was that we could just enjoy Santa Fe for the rest of that day. No. We had a FOUR-HOUR drive home and booked our stay around our schedule for a reason. We shouldn’t have to rearrange the following day because they wasted the previous one.
The most frustrating part was trying to get any type of solution. Instead of management coming to us with a reasonable solution, we kept being asked, “Well, what do you want?” and even asked to determine what a partial refund should be. If you’re asking what I WANT, I would want all of my money back. Why am I being asked to sit there and calculate what compensation YOU should provide for a problem YOUR establishment caused? That’s management’s job.
We were told a supervisor would come speak with us and waited another 15 minutes, but by then it was around 5 PM and we had a four-hour drive ahead of us. I left my WhatsApp number and have continued trying to contact them, and still no resolution.
I do want to recognize Mauro because he was genuinely helpful and took responsibility for something that wasn’t even his problem and the curly hair girl lowkey trying to pin stuff on him to take blame off herself. Morgan, who initially checked us in, was also pleasant. The property itself was not the issue. The lack of communication, urgency, accountability, and basic customer service when things went wrong was the issue. For a place promoted so heavily online, this was extremely disappointing.
翻译：“泡泡露营”这个概念本身挺有趣的，但遗憾的是，糟糕的客户服务、沟通不畅以及完全缺乏紧迫感的态度彻底毁了我们的体验。
我们驱车4个小时，大约在下午1点半到达。我们知道办理入住要等到3点，所以事先办妥了一切手续：付款、缴纳押金、领取手环，随后就在餐厅用餐等候。大概3点半时我们回到接待处，下午4点左右被带到了我们的两个泡泡屋前。
问题立刻就出现了。就在工作人员在场的时候，我们的手环/钥匙就出现了问题——根本无法打开第一个气泡锁。她亲自试了试，最终才把门打开一次。我们进去后四处查看了一下，随后出来从车里取行李。等我们回来时，门却怎么也打不开了。这并非几个小时后才出现的偶然问题，其实在那位工作人员离开之前，她就已经知道这个锁给我们带来了麻烦。我们回到接待处告知情况，但对方并没有表现出任何紧迫感。他们的回应基本上是：“可我离开前门还是能打开的”，还坚称可能有人试图摆弄门锁——可当时出现问题的舱室里根本没有任何孩子。最后我们才得知有人被派来帮忙，但实际上根本没人来。我们带着行李在舱室外面等了将近三个小时。
Mauro是一名与最初情况毫无关联的员工，他恰好路过，我们便把他叫住了。他主动去寻求帮助（但始终没人来），又去买了电池，回来后修好了门。修好之后他拍了一段视频，视频上的时间戳显示为下午6点40分。我们从下午4点左右就一直在外面等着。要不是毛罗主动采取行动，谁知道我们还要等多久呢。
我们的第二个舱体里还有个无法冲水的马桶。更让人抓狂的是，我们刚到的时候……那名员工特意走进那个洗手间去检查一番，确保一切正常运转。显然，之前就已经有人对那里的状况表示担忧，但没过多久我们也遇到了同样的问题。
等所有问题都处理完毕时，已经快晚上7点了，圣达菲的商店也即将关门。我们原本的计划是办理入住、安顿下来，然后在当天下午尽情游览圣达菲。结果，那天下午的大部分时间我们都只能坐在外面，等着他们把问题解决。第二天早上，我好声好气地向前台说明了情况，对方称会通知主管。可几个小时过去了，问题依旧没有解决。他们的回应竟是让我们在那一天的剩余时间里尽情享受圣达菲。不行啊！我们要驱车四小时才能回家，预订住宿也是根据行程安排的。绝不能因为他们浪费了前一天的时间，我们就不得不重新安排第二天的计划。
最让人沮丧的，就是试图寻求任何解决方案的过程。管理层并没有提出一个合理的解决方案，反而一直问我们：“那么，你们想要什么？”甚至让我们来决定该退还多少费用。如果非要问我想要什么的话，那就是希望拿回所有的钱。为什么非要让我坐在那里去计算贵方应该为你们自身造成的问题支付多少赔偿呢？这明明是管理层的职责才对。
我们被告知会有主管来和我们面谈，于是又等了15分钟。不过那时已经下午5点左右了，而我们还有4个小时的车程要走。我留下了我的WhatsApp号码，之后也一直试图联系他们，但仍然没有得到任何解决。
我确实想表扬一下Mauro，他真的非常乐于助人，还主动承担了本不属于他职责范围的事情；而那个卷发女孩则试图把责任推到他身上，好让自己脱责。最初为我们办理入住的Morgan也很友善。其实问题并不出在酒店本身。问题在于：出现问题时，缺乏沟通、紧迫感、责任担当以及最基本的客户服务。对于一个在网上被大力宣传的地方来说，这种情况实在令人失望至极。
我们驱车4个小时，大约在下午1点半到达。我们知道办理入住要等到3点，所以事先办妥了一切手续：付款、缴纳押金、领取手环，随后就在餐厅用餐等候。大概3点半时我们回到接待处，下午4点左右被带到了我们的两个泡泡屋前。
问题立刻就出现了。就在工作人员在场的时候，我们的手环/钥匙就出现了问题——根本无法打开第一个气泡锁。她亲自试了试，最终才把门打开一次。我们进去后四处查看了一下，随后出来从车里取行李。等我们回来时，门却怎么也打不开了。这并非几个小时后才出现的偶然问题，其实在那位工作人员离开之前，她就已经知道这个锁给我们带来了麻烦。我们回到接待处告知情况，但对方并没有表现出任何紧迫感。他们的回应基本上是：“可我离开前门还是能打开的”，还坚称可能有人试图摆弄门锁——可当时出现问题的舱室里根本没有任何孩子。最后我们才得知有人被派来帮忙，但实际上根本没人来。我们带着行李在舱室外面等了将近三个小时。
Mauro是一名与最初情况毫无关联的员工，他恰好路过，我们便把他叫住了。他主动去寻求帮助（但始终没人来），又去买了电池，回来后修好了门。修好之后他拍了一段视频，视频上的时间戳显示为下午6点40分。我们从下午4点左右就一直在外面等着。要不是毛罗主动采取行动，谁知道我们还要等多久呢。
我们的第二个舱体里还有个无法冲水的马桶。更让人抓狂的是，我们刚到的时候……那名员工特意走进那个洗手间去检查一番，确保一切正常运转。显然，之前就已经有人对那里的状况表示担忧，但没过多久我们也遇到了同样的问题。
等所有问题都处理完毕时，已经快晚上7点了，圣达菲的商店也即将关门。我们原本的计划是办理入住、安顿下来，然后在当天下午尽情游览圣达菲。结果，那天下午的大部分时间我们都只能坐在外面，等着他们把问题解决。第二天早上，我好声好气地向前台说明了情况，对方称会通知主管。可几个小时过去了，问题依旧没有解决。他们的回应竟是让我们在那一天的剩余时间里尽情享受圣达菲。不行啊！我们要驱车四小时才能回家，预订住宿也是根据行程安排的。绝不能因为他们浪费了前一天的时间，我们就不得不重新安排第二天的计划。
最让人沮丧的，就是试图寻求任何解决方案的过程。管理层并没有提出一个合理的解决方案，反而一直问我们：“那么，你们想要什么？”甚至让我们来决定该退还多少费用。如果非要问我想要什么的话，那就是希望拿回所有的钱。为什么非要让我坐在那里去计算贵方应该为你们自身造成的问题支付多少赔偿呢？这明明是管理层的职责才对。
我们被告知会有主管来和我们面谈，于是又等了15分钟。不过那时已经下午5点左右了，而我们还有4个小时的车程要走。我留下了我的WhatsApp号码，之后也一直试图联系他们，但仍然没有得到任何解决。
我确实想表扬一下Mauro，他真的非常乐于助人，还主动承担了本不属于他职责范围的事情；而那个卷发女孩则试图把责任推到他身上，好让自己脱责。最初为我们办理入住的Morgan也很友善。其实问题并不出在酒店本身。问题在于：出现问题时，缺乏沟通、紧迫感、责任担当以及最基本的客户服务。对于一个在网上被大力宣传的地方来说，这种情况实在令人失望至极。
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