I'd like to start my review with the disclosure that I'm a Marriott member. I've been to numerous Courtyard and Marriott hotels. I recently had a wonderful experience at a Courtyard by Marriott in Lima, OH earlier this month. But I've never had such a horrible experience at a Courtyard as my recent 2-night stay in Santa Fe.
When we first pulled into the driveway on Aug 23rd I noticed some of the guest windows had broken screens, and that immediately worried me. However, in the lobby everything appeared fresh and remodeled. When we got into room 312, I have to say it was rather spacious but the bathroom door wouldn't close. The door was not properly aligned, and it required tremendous effort to ensure total privacy. When I took a shower the shower-head literally made a "rrrrr" noise that emitted a horrible, high-pitched sound that pierced my ears. When you turn the shower head towards the wall, it springs a leak.
Later that Friday night I called housekeeping for more towels. They never picked up, so I called the front desk. The guy at the front desk stated that he would personally bring up some towels. We never received any towels that evening. The constant running of A/C was needed to drown out noise from the nearby roadway and neighboring guests.
The next morning I called front desk to complain about this issue. "Esteban," who was working at the front desk, said there weren't any mangers working that day. No managers working on Sat at 10AM? Hmmmm... He told me that a manger would call me later to discuss this issue. No one ever called...
Eventually, Esteban did have housekeeping sent up towels. But, the problems continued to mount. The next day on Sunday we failed to receive our invoice under the door. I've always received a bill under the door prior to checkout. But this time we had to go to the front desk to receive our receipt. Esteban was at the front desk (I don't know if this was the same guy I complained about on Sat but he didn't mention anything). He didn't even ask the obvious question, "How was your stay?" He just gave us the invoice nonchalantly and didn't ask any questions or express any concern (despite our obvious looks of dissatisfaction).
Bill Marriott expressed that the company's mission was to deliver consistency in all of its chain of hotels. This franchisee has failed to live up to our expectations as valued Marriott guests, and we would not consider returning anytime soon to this location.
Pros: located close to major highway, on-site laundry, lobby looks decent
Cons: inconsistent customer service, bathroom needs repairs, street nose
- Official Description (provided by the hotel):
- Convenient Motor Hotel featuring pueblo-style structural details & decor, located 4 miles south of downtown & the historic Plaza. ... more less
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- Also Known As:
- Courtyard By Marriott Santa Fe Hotel Santa Fe
- Courtyard Santa Fe
- Santa Fe Courtyard
- Santa Fe Marriott