We recently decided to have a July 4th holiday weekend getaway in Santa Fe. Drove about 6 hours and was tired and anticipating getting to our room. Let me say, this hotel is in an amazing location if you are wishing to stay near the plaza. Within close walking distance to shops, restaurants, bars, anything you would want to do! Location absolutely cannot be beat. We booked the hotel based on positive reviews on Tripadvisor.
Got to the hotel, valeted the car, so far so good. Went to check in and a young lady with a badge on that said "In training" on checked us in and gave us our room key. Got to the room and my heart dropped, while a lovely room it was not what I had reserved. When making the reservation I had specifically requested a Fireplace room. The room we were given was a lovely room with a King sized bed, but no fireplace, no terrace. I had specifically requested these and was told verbally over the phone that was what I was getting.
I went down to the front desk to see what was going on. When I spoke with the front desk staff the young man I spoke with, while polite, really upset me when he tried to turn it around on me like I had made a mistake when reserving the room, stating I was "probably not clear in making it known what type of room I wanted". I had specifically requested a room with a fireplace, how much clearer could I be??? I was frankly insulted when he implied, in my opinion, that somehow I was at fault. My husband and I have traveled virtually all over the world, including Europe, and have made hundreds of hotel reservations, including speaking to people in Europe who could barely speak English. I know how to make a reservation. When I refused to back down on it not being my fault, he then tried to blame "the call center in Texas, sometimes they make mistakes". Problem with that logic was I didn't call a tollfree number to reserve the room, I called the hotel directly and spoke with someone at the front desk to reserve the room. Then to add insult to injury he said, as if I was some idiot who never travels, "Let me give you a travel tip, it's always a good idea to call your hotel a few days ahead of time to verify you booked the correct room". What? Really? I should call a few days ahead to make sure you didn't screw it up? Whatever, by this time I was really tired of the blame game and just said, "what can we do to resolve this"? They told me that there was no available fireplace room the first night but if we would be willing to move to another room the following day we could get what we wanted. I was fine with that. They told me to make sure to have our bags all packed and to leave the bags in the first room, and check out at 11:30, they would send a bellman to move our bags to the new fireplace room which they put a rush on. We appreciated that.
Following day, we did exactly as we were told, packed everything in our bags, left them in the first room, and checked out. Went to lunch and shopping for about 3 hours and then returned. Got the keys to the new room, yea! It was wonderful, just what we wanted, lovely fireplace and private terrace. Fantastic!!!! Except our bags weren't there. At first that was not a huge deal, but then as the afternoon wore on and our bags didn't arrive, I started to get nervous because we wanted to go to dinner at a nice restaurant and change out of our casual shorts and also wanted to freshen up, etc. Hubby called front desk to request our bags. He was told they would be right up. Another 45 minutes, no bags. Hubby called front desk again. Again told they would be arriving. 15 minutes later the phone rings. It was the front desk. They had checked with the bellman and they said the bellman had no idea where our bags were. The front desk clerk then asked why we didn't have our bags!!!!! My husband explained that we were told by the front desk to leave our bags in the first room and that is what we did. The front desk clerk then asked "What room were you in"? Wow! We had done exactly as they had instructed us and now they had no idea, no clue what was going on. About 35 minutes later, about 5 hours after we had left the first room our bags finally arrived to the new room. No explanation was given as to what went wrong or where they were the whole time. Anyway, went ahead and went to dinner and enjoyed the evening and enjoyed the terrace later that evening with a glass of wine.
Next day, we left to go to lunch and go to Los Alamos (highly recommend the Science Museum there BTW) and were gone about 3 1/2 hours. Returned to our room and sitting on the fireplace I had fought so hard to get, was an old, white cheap looking microwave. Just sitting there on the fireplace. What the hell? We had no idea why it was there and where it came from. I had my husband place it in the hallway and I called the long suffering front desk and let the Front Desk Clerk know that "a mysterious white microwave showed up in our room" and let him know that they should send up someone to get it so it wouldn't get stolen. He said, "Can you repeat what you just said"? Even he was dumbfounded as to why it was there. Again never did find out what the deal was. At this point my husband and I just burst out laughing. What else was going to happen? An alien abduction? An Elvis sighting? At that point anything was possible.
Anyway, having said all of the above I have to say, this is a lovely hotel and despite all the insane things that happened we did have a great time and would return, maybe a little wary, but would return none the less. The location, as I stated earlier, is fabulous. The Agave Lounge, the hotel bar, was great, the staff nice and helpful. The rooms, both of them were clean and very nice and well appointed. The only negative, as others have commented was the shower design. The bedding was very nice and we slept like babies. We are not pool people, but we did check it out and as others here on Tripadvisor have stated, it is crazy small for a hotel this size!!!! That was not an issue for us as we didn't utilize the pool, but for those of you who like to use the pool this might not work for you.
I truly feel this is a lovely hotel, but the front desk needs additional training. There were at least 2 young ladies at the front desk that had "In training" badges on. And in fairness, I know there is always a learning curve, but the front desk needs to get it together.
- Official Description (provided by the hotel):
- Come to Eldorado Hotel and Spa, where award-winning luxury and unexpected delights set the stage for an enchanting visit. 4 Diamond/4 Star Hotel located steps from the Santa Fe Plaza. Relaxing rooms, some with wood burning fireplaces. Superb cuisine at the Old House Restaurant. Exquisite drinks and apps at AGAVE Lounge. Ultimate pampering at Nidah Spa. ... more less
- Reservation Options:
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- Also Known As:
- Eldorado Hotel And Spa
- Eldorado Hotel Santa Fe
- Eldorado Santa Fe