Lovely location, wonderful mineral pools. We purchased a private soak and day pass for just under $200 for 2. Our booking experience with Michelle was informative and pleasant. When booked, I was told to arrive at least 30 mins prior to the private soak. Admittedly, we arrived closer to an hour before our reservation. Upon arrival, we were rudely greeted by Justine who, in no uncertain terms indicated it didn’t matter what we were told upon booking but would not be allowed to enter until 10 am, the time of our booking and when the pools were open to the public. Interesting, given I was also offered a private pool reservation times prior to 10 am. While her message may have been accurate, there certainly could have been more finesse in the delivery. Disappointing to later learn Justine was a manager, given her insufficient skills in basic customer service management. To pass time, we enjoyed walking around the gardens and gift shop until we were allowed to enter as day guests just prior to our private pool appointment time. Our private pool host, Zach, was fantastic and the rest of the staff was helpful and courteous. It was unfortunate our introduction to Ojo Caliente was so poor. If we return, it will most certainly be as return hotel guests to the Santa Fe location.