We checked in at 4:00 in the middle of a snow storm. It was busy and there was no one to help with the bags or even a luggage cart so we carried the bags in and also after checking in with the front desk we brought them to our room which I thought a bit odd for a four star hotel. We also are Ritz Carlton members and the three page confirmation that was sent to us by Marriott.com stated "Guaranteed free access to the Concierge lounge and free continental breakfast". Upon arrival I was told there is no Concierge lounge and that we would be given a breakfast voucher in the amount of $10.00 PER DAY PER ROOM. I looked at the breakfast menu and the continental breakfast is $14.00. So the voucher does not even cover the cost of breakfast. After speaking to management I was told this is the way it is and has always been and no one but me apparently ever had an issue with their policy. I was sent an email after our stay with a survey requesting our feedback. I gave it to them and then I was bounced around between Marriott.com rewards and the Hotel.They definitely have an internal problem and I felt we were caught in the middle. While making reservations I also requested cookies be left in the room as it was my Husband's Birthday. After we were in the room a gal came and delivered five oatmeal cookies and a glass of milk. (I have no idea why milk as neither of us drink milk.) Upon checking out I saw a charge of $35.97 to our room. I asked about it and was told it was for a "cookie amenity." SERIOUSLY? I have stayed at many fine Hotels for special occasions to find cookies or champagne or chocolate covered strawberries in our room and NEVER have been charged. But to be charged almost $36.00 for five cookies and a glass of milk I did not ask for or did we drink...wow. Management removed the charge and implied they were doing us a favor. After giving my feedback and calls from Marriott customer care and the Hotel, only after Marriott Corporate got involved did they agree to credit back some of our points.The time spent on this was ridiculous. The grounds are beautiful and serene and Melissa in the Gallery shop was wonderful. We stayed in the Caballo casita which is quaint and cozy. Word of caution..if you like your room dark do not stay in that casita. No drapes but only wood slat blinds and the sun comes streaming in. Needless to say we were up bright and shiny! I believe this Hotel has a lot of potential but I do not believe we will return. We will look for another Hotel that concentrates on customer service.
- Official Description (provided by the hotel):
- Just three blocks from Taos Plaza, El Monte Sagrado Living Resort and Spa offers a secluded yet indulgent sanctuary. In harmonious coexistence with its natural setting, El Monte Sagrado is surrounded by towering mountains and rustic high desert, sunlit, fish-filled streams, tropical flora and the sounds of calming waterfalls. Guests are inspired by the nurturing ambiance and mystique of the resort. ... more less
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- Also Known As:
- El Monte Sagrado Hotel Taos
- El Monte Sagrado Taos