We love Iron Mountain, but we did not love this trip. We have been to IM in the past and it has always been an enjoyable and lovely experience. Today we experienced the worst service we have ever dealt with from the staff there. Upon arriving, we presented our vouchers and were told towels were not included and neither were any of the other things that we believed were a part of the package. The lady was rude and impatient and said she could just give us towels. I showed her the email we received form VEBO with the vouchers and she insisted that was not what the vouchers fromVEBO looked like. I told her I would log into the VEBO website to show her what was in the package. She did not offer any assistance or solutions to try and figure out what happened or to look anything up. When I was able to get the experience page to show her, she was no longer at the front desk. Another person, a young man, said he had never heard of VEBO and that we would have to ask someone else. That someone else turned out to be the same lady who checked us in. She comes over and I show her the package inclusions listed on the website. Then she asks if we ever called the front desk to register so they could have everything ready for us. I told her no, and that I had redeemed the voucher through VEBO and I was not told I needed to take any additional action. She proceeds to pull out a tray and asks what name the registration would be under. Then she pulls out an envelope that has my name on it and the gift card to the cafe. I don’t know why she didn’t look there the first time we told her about it, but we did everything correctly. She did not apologize or say anything else other than handing us the gift card and telling us that if we wanted to we could pick up the glasses when we left instead of taking them at that point. Everyone else was pleasant and helpful and we enjoyed the hot springs as always. Nice to have different temperature pools and then a larger pool with hot tub to spread out in. We will return again but we were neither pleased nor impressed with the customer service we received this particular trip. As this was a gift that we received, I felt we had to defend ourselves to the staff and made to feel like we did soymething wrong. We were not inpresssed and we were really looking forward to enjoying this experience.