i stayed at this hotel last april for four nights to attend a confrence held in hotel thermal.
sorrounding area is calm and relaxing , but a little remote.. so you need to use the public transportation or to walk for 30 minutes to be at the center.
frontdesk ladies were all extremely rude.. may be because their english is extremely poor as most of the customers are either germans or russians.. but i think that they could smile even once during my stay.
room was large and clean with excellent bed and bath, and very cheap minibar.
breakfast was good and solid with a lot of varieties, however, most of the waitresses were rude and not helpful at all. i treid dinner once which was bad.
unfortunately i did not get a chance to use the spa which seemed nice and wellknown.
carlsbad is really a very charming and relaxing SPA town, but for a conference it was a very bad choice as it turns to a ghost city after 7 pm in april.

I stay in the hotel from 28 November.
I would say that the service of the hotel is below one can expect from the 4 star hotel. I would rate it 3 star plus maybe.
Here are a few examples. First, I booked a room in the blue house which is said to have more spacious and comfortable rooms. The booking was confirmed, however at arrival I was suggested a room in the green house without any explanation. After my query the room was changed.
The porter carried my stuff to the lift only with the words "well, you can go further to the 7th floor yourself, can't you". Of course, I can do it myself but this sounds like no good service and no reason for tips.
In the restaurant waiters are ignoring you and are not helpful at all.
I was aproached by the waiter once then he told me that I am supposed to seat at one place which is designated for me. No choice or explanation was ever suggested. You just have to seat at that chair and that's all.
If you want something you have to call for a waiter. They never come to you to offer you a drink or clean your table. I would call it a Soviet type canteen rather than restaurant.
The receptionist are different. Some are not helpful at all.
The crane with the water supply was not working. To the question whether the one in the green house is ok the answer was no. No attempt to call and answer a question was ever made. The receptionist just offered me to go to the Green house's reception and check. To the question when the problem will be fixed the answer was "I don't know and nobody will help you on Sunday"
The location of the hotel is nice with lot's of trees and fresh air around.
I have to be here for more 12 days and will try co concentrate on something positive like nature around.
Alexey Konevsky

Satisfied: Room and cleanliness.
Dissatisfied: Mostly unfriendly staff, including Therapy personnel (with a very few exceptions )
Passenger Lifts were deplorable, the worst ever experienced anywhere. slow, unresponsive, small, whilst the Staff lift is big, fast and not permitted to be used by guests.
Therapy treatment was very "matter-of-fact" , very little friendliness. This should have been a relaxing experience, but seeing sour faces by the staff at almost every treatment appointment made it an experience not to look forward to. With very few exceptions the staff found it very difficult to smile, it seemed that it was a real chore having to provide their services to clients. Certainly NOT what I expected, it was almost stressful having to go to treatments, knowing what sort of response one would get from the staff.
Not permitted to use swimming pool, gym outside of strict laid-down hours, even when there was no-one using same for any purposes.
Reported faulty water dispenser in gym/fitness room - after 6 days it was still never repaired, only an unapologetic sign on it stating "out of service".
Extortionately high internet charges: I was charged 65 Krone for 2 quick emails, in town the cost was between 15 - 25 Krone.