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Onsen Hot Pools Retreat & Day Spa

Open Now: 9:00 AM - 10:00 PM
Open today: 9:00 AM - 10:00 PM
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Certificate of Excellence
Traveler Overview
  • Excellent74%
  • Very good19%
  • Average5%
  • Poor1%
  • Terrible1%
Travelers talk about
“shotover river”(146 reviews)
“private pool”(38 reviews)
While Queenstown is generally done at full pace, Onsen Hot Pools takes a step back to let you take in the beauty of the surroundings and simply relax. With uninterrupted views across the Shotover Canyon, our Cedar Hot Tubs are heated to 37.8C on...more
Certificate of Excellence
Open Now
Hours Today: 9:00 AM - 10:00 PM
Suggested Duration:1-2 hours
As featured in 3 Days in Queenstown
160 Arthurs Point Road | Arthurs Point, Queenstown 9371, New Zealand
+64 3-442 5707
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Definitely one of the highlights of our stay in Queenstown (and we did a lot of activities!). Wife and I were there for our honeymoon and had made a reservation for what we thought was sunset time. Of course with the season and hemisphere change we didn't realize sunset is very
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Our experience was let down by the service. Booked the shuttle and was out waiting at the station building 8mins early. No one showed up- checked the website and it stated if they can’t find us they would call us on the booking number. 10mins later still nothing so I called
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Response from Marketing U, General Manager at Onsen Hot Pools Retreat & Day Spa
Responded 1 week ago
Hi Hannah, I wanted to personally thank you for taking the time to provide feedback about your experience with us. We are truly sorry your experience was not satisfactory. Communications are essential to a good experience and somehow we managed to fail you in this area. We are always hard at work to make sure our team delivers on our brand promise and every customer has a positive experience. I have investigated this issue; I can confirm the bus driver was at the pickup location at your pickup time as he picked up other guests. He did try and call the phone number provided multiple times; however, we were unable to reach you. As stated on your booking confirmation due to scheduling we do have to leave promptly on the half past, therefore if guests are not at the station building, we do have to depart, and guests have to find their own way to the pools. I understand you called 13 minutes after half past the hour and was told that are shuttle bus was on its way, however this was a miscommunication from our team member who was in training. We can only apologise for this and we have ensured this team member has received additional training to ensure this doesn’t happen again. I have checked our daily timing schedule and I can confirm that our team made sure you enjoyed the full hour in your pool. I understand your frustration when you came out of your pool and was told that our shuttle bus had already left, I am happy that our team were able to resolve this issue immediately and provided you transport back to your desired location. Please know that your situation was an exception and we won't allow for repeats. I am unable to match this review to a booking name or reference number. If you are happy to supply this, you can contact me directly on marketing@onsen.co.nz. Thank you again for your feedback, we are listening. Sincerely, Liz Marshallsea Marketing Manager
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Me and my partner managed to book a garden pool this weekend last minute which is amazing as this has been on my todo list for years now. It was very cute and the tubs were stunningly made not to mention the view! We had a 10pm booking which meant we could watch the evening
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Response from Marketing U, General Manager at Onsen Hot Pools Retreat & Day Spa
Responded 1 week ago
Hi vaitiaremarama, Thank you for reviewing your experience with us. We are glad to hear that we have been on your bucket list for years, with our newly expanded facilities our complex now offers even more relaxation and rejuvenation options for local and international visitors alike. All our pool doors have been modified, this is a new Health and Safety requirement for Onsen Day Spa & Retreat. As the pools are hot and we offer alcohol as part of our packages, Onsen staff always need to be able to observe guests from a distance to ensure client safety. As advertised our Outdoor Onsen experience are exclusive use pools, they follow a more traditional Japanese Onsen style and are surrounded by planting to seclude you from fellow bathers. We are always known for our outstanding customer service; therefore, it is disappointing to hear that are staff members were not their usual enthusiastic selves. Thank you for bringing this to our attention. We would love to be able to provide all our guests with a shuttle service that drops everyone off to their desired location in order to continue the relaxation, however due to logistics and our daily operations we are only able to offer our complementary service from the town center. We are glad that you enjoyed your experience with us, we take all your feedback on board. We hope you visit us again soon. Sincerely, The Onsen Team
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Loved the renovated waiting area. Loved the tub and the gorgeous and relaxing view. It was truly beautiful and also fun to watch the boats go by. The water was too hot though and after 15mins my friend became faint. Ran the cold water for 30mins (which disturbed the peace) with
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Modern, clean and stunning views from every pool. Worth visiting after a day of summer or winter activity.
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