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“Great location, beautiful grounds, but service issues” 4 of 5 stars
Review of La Posada de Santa Fe, a Luxury Collection Resort & Spa

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La Posada de Santa Fe, a Luxury Collection Resort & Spa
4.0 of 5 Resort   |   330 East Palace Ave., Santa Fe, NM 87501   |  
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Ranked #32 of 60 Hotels in Santa Fe
Denver, Colorado
Contributor
20 reviews 20 reviews
11 hotel reviews
Reviews in 12 cities Reviews in 12 cities
13 helpful votes 13 helpful votes
“Great location, beautiful grounds, but service issues”
4 of 5 stars Reviewed July 5, 2014 via mobile

Just finished up a stay at La Posada. We have great friends that stay here and it was a wonderful recommendation. Would stay here again based on the location being a block off canyon drive for the galleries and a block from the plaza. You don't get plaza noise and feel very secluded yet close! Grounds are very lovely as well.

Jennifer at the pool was amazing. We arrived and she had waters all ready and filled them before even empty. She hustled to get drinks. Get the mango piña colada!! One tip is to get there before noon as there are probably only 20 or so lounge chairs. Small area but perfect for relaxing. Service great at the pool.

Our main issues were around check in and the room. Seems others have mentioned this in their reviews since Starwood took over this year. We arrived at 4 and the room was not ready. First person said she would just call us because it shouldn't be too long and we were offered a first round if drinks on them. An hour went by, still no call. Went back spoke with a second check in gal who promptly upgraded us saying she hated making people wait. So that was nice! Ended up in a king suite with fireplace. Room very spacious and clean, although tiny bathroom where only one person could fit at a time. We also went to wrong room at first bc key card packet said 233, but really it was 223. Just a quick fix, but sort of showed they were rushing through. Second day water wasn't working. By the time we came back from pool it was on, but we had to run it a bit as it came out brown!! Ugh. No communication from the hotel on it to us. We took these things in stride as we were on vacation with friends without kids! But a little sloppy considering the overall quality of the hotel. Room tip..they are all different. Next time I would ask for second floor room as we were on first floor and heard every creak and squeak of the people walking above.

Afternoon art walk and wine and food hospitality great! We would definitely come back here assuming that after some time with new ownership they will work out room situations.

Also, eat at the Shed and Cafe Pasquale. Both excellent!!

Stayed July 2014, traveled with friends
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480 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (192)
Date | Rating
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English first
Chicago, Illinois, United States
2 reviews
Reviews in 2 cities Reviews in 2 cities
14 helpful votes 14 helpful votes
3 of 5 stars Reviewed July 2, 2014

This was our third time staying at La Posada in 4 years. We love Sante Fe for the weather, hiking, dining and special atmosphere and this trip did not disappoint on these fronts. We have always stayed at La Posada as a Rock Resort and were surprised to learn upon arrival that it had been taken over by Starwood. Everything looked the same but there were many service lapses this time. The hotel was nice enough to allow us to change rooms (none of our requested rooms had been set aside for us as we had hoped) after one night even though they were busy with weddings and big crowds. This was the beginning of our problems.
When we left the hotel at 8am we were given our new room number and were told our bags, which were packed and ready to go, would be in our new room when we returned in the afternoon. Upon our 2:30pm return, after a day of hiking in the dusty hot Jemez Mountains, our room was not ready so we hung out in our sweaty clothes and waited until 3:30 to get into our room. Throughout all of this the reception staff was apologetic, offering us drinks etc. They could not have been more pleasant or attentive. So we finally get to our room and our bags are not there. We called and were assured they would be there soon. We had dinner reservations at 5:30 and our bags had still not appeared at 5:10. My husband went looking for the bags in our original room. The maids happened to be there. He had left a $20 bill on one of the bags as a tip for the bellman and found that it had disappeared. He grabbed our bags, making two trips across the property and up a flight of stairs (because the elevator was broken).
Housekeeping was slipshod on the first two nights. There was literally a pile of housekeeping garbage outside the adjoining room, including sheets, towels, used glasses and a bag of trash which was tipped over and strewn across the floor - for 24 hours! Our comforter was put on upside down with the opening towards the pillow, which is minor but not nice when the comforter comes out of the cover. Only on our last day did they seem to get it together with an excellent and professional housekeeping effort, including fixing the comforter, tidying up loose items on all surfaces, picking up stuff off the floor and vacuuming, etc.
Having said all of the above we will return to La Posada. We love the location, the right room, and the folks who work there could not be nicer.

Room Tip: Because this place has so many different and quirky types of rooms it is a good idea to ask to see t...
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  • Stayed July 2014, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 14
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Commerce City, Colorado
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed July 1, 2014

We stayed at La Posada with another couple for 4 nights and the experience was everything we expected and more. Starting with our arrival, the valet service was superb! They were very helpful with getting our bags to our room and taking very good care of our vehicle. The front desk staff was quick and helpful handling our reservation and getting us checked into our room. Our rooms were clean and we loved the decor. The beds were very comfortable and the quality of the linens and towels were top of the line. Room service was quick and courteous with all of our needs. We spent a lot of time at the pool and we were very impressed with Jennifer who kept us hydrated and who was also able to keep everyone at the pool satisfied (She is a very hard worker)! We ordered the tacos at the pool and they were delivered hot and delicious. We loved that we could get complimentary Starbucks coffee in the lobby in the morning and it was always fresh and hot! We utilized the shuttle service the whole time we were there and the drivers were friendly and never kept us waiting long for our return trip back to La Posada. We would definitely recommend this hotel to our friends and family or to anyone visiting Santa Fe!

  • Stayed June 2014, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Seattle
Reviewer
5 reviews 5 reviews
5 hotel reviews
Reviews in 5 cities Reviews in 5 cities
9 helpful votes 9 helpful votes
4 of 5 stars Reviewed July 1, 2014

We enjoyed our stay at La Posada and time in Northern New Mexico. In fact we extended our stay to three nights from two. When we arrived, we were booked in a second floor 'suite' but after seeing all the rooms with small porches went back to the front desk to see if there were other options. They were very considerate in offering to see other rooms and we checked out three others before choosing our favorite. So note - all the rooms are very different. We had a ground floor with small patio and our room was cozy. A bit dark, but that's the style. Real wood fireplace was wonderful. The grounds were beautiful but my wife and I wanted to ask for a broom so we could clean up our area - it appeared to not have been swept for many days. Unlike our room, which was very clean. We joked that maybe their landscaping budget had been cut. But overall, this is a very unique place with a great staff. Just a block or two away from the heart of town. Great spot to from which to discover Santa Fe. Their bar and patio make a great spot to have a drink and bite.

Room Tip: It's valet parking only and it can take 10 or so minutes to retrieve you car....so call before y...
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  • Stayed June 2014, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cleveland, Ohio
Top Contributor
117 reviews 117 reviews
20 hotel reviews
Reviews in 37 cities Reviews in 37 cities
77 helpful votes 77 helpful votes
3 of 5 stars Reviewed June 30, 2014

We stayed at La Posada with 4 other couples for 4 nights. We were all disappointed in the condition of our rooms. The carpeting was old and dirty, paint was chipped, walls were scuffed. The rooms need redecorating. The linens were upgraded when the hotel became part of the "Luxury Collection" of Starwood a couple of weeks ago. The pillows are enormous, very fat and uncomfortable.
There was a huge communication problem whenever a request was made by phone. One of us left a credit card at a restaurant in town. When he called the next evening to ask if he had left it, our wait person happened to answer the phone and said she'd left a message for him at the hotel saying his card was at the restaurant. Needless to say, he never got that message. Another of us ordered some food to be delivered to a different room. It was delivered to his room. I ordered food to be delivered to some friends from the bar but the person never placed the order. "Oh, I got busy."
The bathtubs are quite slippery and there are no bathmats. One of our group slipped and hit her head and back. She and her husband spent that first evening in the ER. No apology was offered nor was any compensation. Not even a drink or an offer to pick up the room service charge for dinner when they returned from the ER late that evening.
Jennifer who works as a bartender at the pool is the hardest working human being in all of Santa Fe and a bright light on the staff.
Our package included breakfast and a $50 spa credit. Those who had massages said they were excellent. The food at breakfast was delicious as was the guacamole at the pool. The first morning, our food took 45 minutes to arrive and most of the hot food was room temperature. The problem was with the kitchen; the waitstaff was on top of it. They serve fantastic homemade jams - peach, rhubarb and strawberry.

Be sure to ask to have your room serviced before you leave for the day; otherwise it may never happen as was the case with one couple in our group. They asked several times between 2:30 and 10 PM and it never happened. All they got in the end was "turndown" and fresh towels.

We had to call to ask for turndown service as well and they still did not fill the ice bucket which we has been told was part of "turndown" when we checked in.

Room Tip: 247 has a skylight which made the room lighter.
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  • Stayed June 2014, traveled with friends
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Colorado Springs, Colorado
Contributor
13 reviews 13 reviews
7 hotel reviews
Reviews in 7 cities Reviews in 7 cities
30 helpful votes 30 helpful votes
5 of 5 stars Reviewed June 30, 2014

Beautiful, serene, relaxed, elegant, personable. The best grounds and pool area of any hotel in Santa Fe. Great location for plaza and canyon road. Great shuttle service to pick you up if your exploring gets a bit too long.

Room Tip: Away from la peralta
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  • Stayed August 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Los Angeles, California
Senior Contributor
22 reviews 22 reviews
6 hotel reviews
Reviews in 17 cities Reviews in 17 cities
43 helpful votes 43 helpful votes
2 of 5 stars Reviewed June 28, 2014

We were very disappointed in the hotel. Our family travels a lot, and we prefer the Starwood brands for the heavenly beds (the best), loyalty programs (amex card) and constancy within the brands. However this hotel should never be classified as 5 star or a luxury collection property.
We should have known we were in trouble when we went to our upgraded room and had to look at 4 other rooms to find something acceptable. The people that we interacted with at the hotel were all great, but the execution of normal tasks and requests left a lot to be desired. The rooms were dirty, old, and had very creaky floors. On our first morning I drank the coffee in the room (service for 1) house keeping did not replace it, at turn down it was not replaced, I called for 3 item before we went out for a late dinner 1) coffee, 2) thinner pillows, 3) extra blanket. The person who took my request read back all 3 items, but 2 items showed up but no coffee. The following morning we called for coffee and after 30 plus minutes of it not showing up, I went out hunting for a house keeping cart and found one grabbed some and got the all allusive morning coffee!
The house keeping staff never cleaned the floors even after calling on the second day. We know because in the bathroom my wife dropped something on the floor of the bathroom just behind the door and when we checked out two days later it was still there, even after calling and asking them to be more through in the cleaning. We used the fireplace and it took two days to clean it out, and they never replaced the wood. Another big issue was the concierge, we asked about a hike to the Nambe waterfalls, he gave us directions (about 40 Min. away), but never told us it was closed on Wednesdays, the day we went. However, that night we read a local magazine and it said it was open Thursday-Sunday, I would expect a hotel concierge to know these things and not waste a good part of our day.

We would return to Santa Fe but we would never recommend or return to La Posada de Santa Fe. I also think that it would be appropriate to rebrand this hotel as a Sheraton at best.

  • Stayed June 2014, traveled with family
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 20
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BenTutt, General Manager at La Posada de Santa Fe, a Luxury Collection Resort & Spa, responded to this review, July 27, 2014
Dear DAS48,

Thank you for the time to do a review. I apologies for the issues you had with housekeeping and the concierge. We use all these reviews as tools for the team. I have reviewed your remarks in the interest of imp[roving our service levels. We are currently in the process of beginning our renovations schedule for the fall. We will be making major improvements in the public areas and rooms. I would look forward to being able to have you back on the property to see the improvements.

If I can every be of assistance please do hesitate to contact me directly.

At your service,

Ben Tutt
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about La Posada de Santa Fe, a Luxury Collection Resort & Spa

Address: 330 East Palace Ave., Santa Fe, NM 87501
Phone Number:
Location: United States > New Mexico > Santa Fe
Amenities:
Bar / Lounge Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Top resorts Hotel in Santa Fe
#9 Spa Hotel in Santa Fe
#10 Luxury Hotel in Santa Fe
#19 Family Hotel in Santa Fe
Price Range (Based on Average Rates): $$
Hotel Class:4 star — La Posada de Santa Fe, a Luxury Collection Resort & Spa 4*
Number of rooms: 157
Official Description (provided by the hotel):
La Posada de Santa Fe, a Luxury Collection Resort & Spa, is affiliated with Starwood Hotels and Resorts and participates in the SPG loyalty program. "The Art Hotel of Santa Fe", is a historic property and the only resort downtown. Nestled on six acres in the heart of Santa Fe, just steps from the historic Plaza and Canyon Road, La Posada is the ultimate destination for leisure and business travel with exquisite indoor and outdoor venues for groups, meetings, weddings, and social events. Discover a captivating blend of adobe-style architecture and local artwork, a year-round outdoor pool, exceptional spa, award-winning cuisine and genuine hospitality from our seasoned professionals. ... more   less 
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Also Known As:
La Posada De Santa Fe Hotel Santa Fe
La Posada De Santa Fe Resort And Spa

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