This hotel misses the mark across a range of expectations when staying at a Hilton property.
During our stay (two couples) reception staff members, with one exception, were incompetent and unprofessional. However there were moments of humor. When I asked about balcony views, a staff member informed us that all the rooms have views of parking lots except those that are near the air conditioning units that can be heard from the rooms. When I informed the staff member that the wine and cheese gift ordered for our friends' anniversary was billed to THEIR account instead of ours, I was told that usually the room receiving the gift would receive the bill (no apology). At first our friends did not notice their gift because, although the bathroom was cleaned that day, their bed was never made up and a pile of folded towels had been left on the second bed in the room.
There are no nearby options for meals outside of the hotel. The breakfast buffet was generous and included made-to-order eggs. The dinners at the hotel restaurant, while expensive, were enjoyable not only because of the food but also the friendly professional service. There is a nice outdoor area at the nearby golf club where you can have drinks on a patio with decent views.
This hotel is in the middle of nowhere with a tacky atmosphere due to the casino (we drove around and around when we first arrived due to lack of parking in front of the hotel. We ended up parking in what felt like a remote area we were not even sure belonged to this hotel). As others have stated, you can smell smoke from the casino. It is 15 -20 minutes from the historic center of Santa Fe. In Santa Fe there are beautiful historic hotels.
My recommendation to Management is to provide immediate training to the reception staff about the importance of greeting guests warmly (a smile now and then is very effective), apologizing when necessary (again, this is very effective) and at least acting like they care.
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- Also Known As:
- Hilton Santa Fe Golf Resort And Spa At Buffalo Thunder
- Hilton Santa Fe Golf Resort & Spa At Buffalo Thunder Hotel Santa Fe
- Hilton Santa Fe Hotel
- Santa Fe Hilton