So let me begin by making it clear, my wife and I travel a lot and we are easy to please. We usually stay at smaller, more boutique hotels, but decided to book a 3 night trip for our anniversary over New Years at the El Dorado because of their spa and close proximity to the plaza.
I called ahead 2 days prior to our arrival to assure early check in would be available, because our flight arrived at 11:30 am - the manager on staff assured me that it would be no problem. Upon arrival around 1pm, we were informed that no rooms were available. They took our cell phone number and assured us that they would call us as soon as one became available. My wife and I stored our bags and went to lunch. We returned around 4pm to find a lobby full of guests waiting to check in. Patiently, we waited. When we got to the desk, the desk clerk informed me that our room still was not ready.
We went to the bar, had a drink, returned at 5pm - and the room was still not ready. I asked to speak to the manager, and he returned with 2 drink tickets for the bar and apologized. We went back to the bar, came back at 6pm, room was still not ready. We were the only people left from the original 4pm group who still did not have a room, and we arrived at 1pm. I asked for the manager again, let him know that i was not very pleased with the beginning of our trip, and that my wife wanted to change her clothes before our dinner reservation at 7pm elsewhere.
He apologized, gave us a gift certificate for a free bottle of champagne for room service, but still no room. Around 6:45 pm - still no call to the cell phone, I approached the desk and found out that our room had been ready for a "while". We finally got our keys, and went to the room. Needless to say, we missed our dinner reservation at 7pm.
Once we got to the room, it was nice, a small balcony looking over the mountains. We decided to give the hotel a second chance, and called to see what the dining options were for new years eve here in the hotel. They told us they had 2 reservations available at The Old House, one at 5pm and one at 6pm.
After getting into our room that took 6 hours to prepare, we had 1 robe, and the remote didn't work. I called down, and after about 40 minutes, we got the 2nd robe - by that time, I fixed the remote myself. During the day the following day, we were gone shopping/dining for 7 hours, we returned at 4pm to find our room hadn't been cleaned. At 5:15 while getting ready for dinner, we got a knock on the door for room service (????), we told them no thanks, and let them know we needed some clean towels. They gave us 1 towel. The following day we were gone again from 10am to 4pm, returned and again our room was not clean. I called down to housekeeping, and they assured me that they would send someone up to clean the room immediately. I let them know that we were going to shower and get ready for dinner, but we would be gone from 7-10. We returned from dinner, room still not clean. So finally, we decided it was a lost cause.
Fast forward to our anniversary - we chose to have the prefix dinner at the old house with wine pairings ($120.00 per person). We were sat promptly at 6pm - the entire restaurant empty with the exception of one table - who they sat us right next to. The table had two children under the age of 5 who were screaming the entire dinner - and a mom who was yelling at them equally as loud. I figured the management would take care of this, or move us to another table - but nothing was done. The food was ok (my medium rare prime rib was not pink at all), the wine pairings were not great (champagne with lobster bisque, cab with steak, orange moscato with a pumpkin torte), but the worst of it all was the rate at which they pushed the dinner.
We made it clear twice we were NOT in a hurry, as our only plan for the night was a nice dinner. Before we could even finish each course, they had brought the next course. 3 of the 4 courses, we received the wine pairings for the next course before we were finished eating the previous course. I asked the food runner what was in our second course and she didn't know or speak english. We were served our desert wine pairing exactly 35 minutes after we were sat at 6pm. I spoke with the dining manager and let him know how displeased my wife and I were with the dinner - especially since it was our anniversary. He let me know that he was going to "take care of the check" for me. After getting the check at 6:55pm, I saw that he had taken off the fee for the wine pairings, and removed the guaranteed 20% gratuity. I still tipped the server 20% because I was a server in the past and refuse to be a bad tipper, but overall it was a very disappointing $250 dinner, and we were out the door by 7pm to a still empty dining room.
We checked out, spent near $1000 between the spa, dining, drinks, and room service - and still hadn't had our room cleaned.
Overall, the management did address the problems when confronted with them but I don't believe they went above and beyond like I would expect from a hotel of this quality. I know that managing a large hotel on a holiday can be difficult - as I managed a 1200 room 4 star Marriott in the past. Our experience was hopefully the exception to the usual, but we will not be returning to this hotel in the future.
High floors have great views of the mountains
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.