When I made my reservation at The Hacienda I was looking for an upscale hotel. I wanted to stay at a nice hotel because I am a female traveling alone. I asked some questions and decided to book Hacienda for three nights. While I was talking to the agent the 1st night sold out so she offered to put me in hotel Santa Fe the first night and then move me. It was last minute and I was not sure if I wanted it so I told her no because I wanted to research hotel and did not want to adhere to cancellation policy. She waived cancellation policy and put notes in computer. When I arrived the front desk guy insisted I was a no show and I would have to pay for 1 St night. I disputed so he told me he would have to listen to recording bc reservations are recorded. I said ok. Then he said the agent was there so he would talk to her. A while later I inquired and was told she was at lunch at hadn't called yet. I called her directly spoke to her and she said she would talk to him to remove charge as soon as we hung up. I asked her to listen to recording too. I went downstairs and he actually lied to me and told me she hadn't got back to him. When I called him on it his response was," She did call but I was too busy to take the call.". That is a totally inappropriate response especially for a hotel claiming to be 4 star with exceptional service. After going to plaza I checked again and he said he would remove charges but not without telling me that the reservation agent wanted me to be charged but he would take charge off. She was the one helping me and even if she did why did he feel the need to tell me that? Birdie in the restaurant was exceptional, Thomas the driver was fun and informative and the butler who printed me directions to Ghost Ranch and tent rocks was great(not sure of his name or the name of rude front desk guy). Also my 1st floor room was a little stuffy. It is a shame because a lot of the staff were nice and I really wanted to like this cool locally owned hotel. I am bummed bc only vacation for a while. I also used to work for a hotel myself and I currently own a pet salon and would never treat a customer the way that guy treated me! I request management listen to recording but I am not sure if one exists or if he just had the desire to treat me like a criminal.
- Official Description (provided by the hotel):
- Offering spacious accommodations along with cultural activities, this Native American-owned hotel is situated in Santa Fe's Railyard District and features exceptional on-site spa services and gourmet dining options. Hotel Santa Fe offers a unique cultural experience with on-site ceremonial dance performances, historical storytelling and an on-site gift shop featuring hand-made crafts. Guests can also enjoy relaxing around the outdoor fireplace and listening to live Native American music. Guests at the Hotel Santa Fe can also enjoy Native American-inspired cuisine at the on-site Amaya Restaurant or unique cocktails at Amaya Bar. The hotel also features an outdoor swimming pool and lush outdoor gardens. In the area surrounding the Hotel Santa Fe, guests can easily discover a number of art galleries, museums and restaurants. Historic downtown Santa Fe is also located only a short distance away. ... more less
- Reservation Options:
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- Also Known As:
- Hotel Santa Fe & Hacienda Santa Fe
- Hotel Santa Fe And Hacienda And Spa
- Hotel Santa Fe New Mexico