Let me begin with the caveat of this critique that if they weren't claiming to be "high-end" I would accept some of the shortcomings, but if you are going to claim it, then you better have service/facilities to match. Okay, so I wanted, and intended, to love this hotel. In fact, I pushed for it when another couple brought up a different hotel. To start, I should have known there were going to be perpetual issues after all the challenges associated with just making reservations. I called the hotel, versus just booking on their website, as wanted to clarify not only the package we were planning to do but ensure rooms could be reserved near each other as we were traveling with another couple. Well, 1+ hours and 3 hang-ups (their end) later, I had been told they had no availability even though rooms were showing available on their site (and numerous others). Having given up on getting support over the phone (even though they had suggested that was the safest way to ensure the two reservations were coordinated), I ended up just booking on line (making the note about rooms together). I wish I could say the hotel experience made up for the initial frustration... it did not! First, let me assure you the Santa Fe Hotel and Hacienda are not the same property (don't have same lobby/check-in/service). As you enter the Santa Fe Hotel lobby there is a giant table greeting you where a concierge sits for some hours of the day. Problem with that is there is nowhere else to gather at the entrance so any more than 2 parties arriving/departing at the same time overwhelm the front desk. I will say we got checked in with relative ease but with no explanation as to how to set-up the two tours or dinner that were included in our package (all of which required reservations). After getting to our suites, which were beside each other (yeah), I called to ask about coordinating the tours and was told they would check into and get back to me (which admittedly they did, but what if I hadn't asked; we would have just "lost" those items).
The rooms: okay as to space, if you get suites, but bathrooms are small and balconies may as well not exist. Don't get room 375 as you have the pleasure of the ice machine right beside you;
The restaurant: Breakfast rocks (the Breakfast Burrito, Huevos Rancheros, and Cinnamon French Toast are awesome); but dinner is disappointing in comparison (and especially considering the awesome options in town); dinner is extra disappointing if you get the package that includes it as they severely limit what you can have and I assure you they don't include the top options;
The bar: Pretty much part of the restaurant and not manned well to keep up with the restaurant, catering rooms, and the actual bar area;
The Spa: Expensive, poorly run, and hard to make reservations for before or during a stay;
The Front Desk Staff: Friendly and clueless; here's a great example - the front desk actually asked my husband to fix their mistake with one of the tours they contract with when they didn't accurately account for who had already paid on the tour (They gave my husband the tour guides cell number and asked him to call. Really? Wrong on so many levels).
Additionally, DO NOT do the SANTA FE tour (either via package or per the brochure in the lobby). It is horrible. "Nat" is a realtor for his "real job" and after the 1st hour, you are pretty much on a real estate tour.
Finally, as I mentioned, we were traveling with another couple and booked the exact same package, but our bills were $200 different after check-out. Admittedly, I haven't followed up here as think we were charged correctly while the other couple ended up getting a night for free, but still shows the lack of competence considering we made reservations, checked in, and checked out at the same time.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 22, 2013
I am sorry to learn that you were disappointed with your stay and please accept my apologies for the reservation complications which are certainly not acceptable.
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I checked on your accounts and assure you that both parties were charged the same amount!
Your unhappiness with Nat, our tour guide, is a first! But again, apologies.
Sorry we did not take better care of you!!
kowaen mina so thuu puchi - Have a great day!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.