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“Fell well below expectations”

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Inn and Spa at Loretto
Ranked #20 of 60 Hotels in Santa Fe
Certificate of Excellence
GreenLeadersSilver level
Level 2 Contributor
8 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
“Fell well below expectations”
Reviewed 20 August 2014 via mobile

I should have known from the disdainful tone in in the "Oh... You booked this through a third party..." That things were not going to be as wonderful as expected. The room was modest, with a view of the air conditioner on the adjacent building's rooftop. The floor we were placed on was the floor reserved for families with small screaming children.
Our first night we decided to go down to the lounge to get some appetizers and a drink. Although the food was fantastic (as reviewers have rightly stated), the service was deplorable. Our waiter was accosted by two other patrons looking for change from their bills, while taking our order (which he got wrong). In addition, he stared at my Mother's chest, and when she by reflex put her hand to her chest he said, "Don't worry, I'm not looking at your boobs".
Please be aware of the $21 a day parking fee and the $15 services charge that do not appear on the fees presented on the "third party" website.
Finally, they were incapable on ensuring that there was coffee in supply in the lounge each morning as promised. How hard is it to put a few pots of coffee and cream out?
This hotel does not deliver to the high standards that it's price tag infers. I expect better, more courteous service when I travel.

Stayed August 2014, travelled with family
Helpful?
2 Thank Samantha W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Thomas M, General Manager at Inn and Spa at Loretto, responded to this review, 28 August 2014
Dear Samantha W,

Thank you for taking time to provide feedback about your stay. I am very disappointed to hear that we did not meet your expectations and would very much appreciate the opportunity to discuss these matters with you further. I have sent you my direct contact information via private message. Please know that the behavior you mentioned above is not tolerated and was addresses immediately with appropriate action taken. We sincerely value your feedback as it helps us improve our guest services and truly hope you’ll consider giving us another opportunity to deliver the exceptional service and high standards we are known for.

Thank you again. I look forward to speaking with you.

Sincerely,

Tom McCann, General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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1,803 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (366)
Date | Rating
  • English first
  • French first
  • Italian first
  • Japanese first
  • Spanish first
  • Any
English first
Littleton, Colorado
Level 3 Contributor
24 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 19 August 2014

The location of the hotel is excellent - close to the plaza. The staff was helpful and friendly. Many of the reviews mentioned daily additional fees, dark rooms, small patios, and very limited counter space in the bathroom. All of these complaints were true but as I was aware of them (thanks to trip advisor reviewers), I was prepared.
I have also stayed at The Eldorado Hotel in Santa Fe. Each of these have pros and cons. I would stay at either one again.

  • Stayed August 2014, travelled with friends
    • Location
    • Sleep Quality
    • Service
Helpful?
3 Thank Bonnie V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Saint Paul, Minnesota
Level 3 Contributor
24 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 19 August 2014

The Inn and Spa at Loretto is a beautiful hotel and resort. This was our first visit to Santa Fe and were there to spend the weekend at the International Folk Art Market in July. Very well maintained facility, clean and quiet rooms, excellent shops and restaurant. The location couldn't be more perfect - in the center of many great restaurants, shops and historical places to visit. The staff was friendly and helpful throughout our stay...and after. I left my phone charger behind in the room and realized it the next day. I called and the housekeeping manager was very kind in following up with me the next day after she had a chance to check with her staff. She promptly put it in the mail for me and it arrived shortly after we returned home. Highly recommend this establishment.

Green Features: As with most hotels today, the hotel offers an option to reuse towels and bedding in order to save resources. They also use bulk soaps and shampoos in the bath to reduce waste.
  • Stayed July 2014, travelled as a couple
    • Value
    • Rooms
    • Service
Helpful?
Thank Randy O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Thomas M, General Manager at Inn and Spa at Loretto, responded to this review, 22 August 2014
Thank you Randy O! We are delighted you enjoyed your stay and happy to hear we were able to recover your phone charger. Your compliments to our rooms, staff and restaurants are very appreciated and have been shared with the entire team. We sincerely appreciate the time you took to provide a review and look forward to having you as our guest again.

Warm Regards,

Tom McCann, General Manager, Inn and Spa at Loretto
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Dallas, Texas
Level 3 Contributor
23 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
Reviewed 19 August 2014

There are many things that go into making a hotel great. There are the natural attributes such as mountain and ocean views. The proximity to museums and other attractions. Of course, it goes almost without saying that the rooms must be clean and comfortable. But I believe the distinguishing feature is how the hotel staff reacts when things don't go exactly right. I was impressed by how the staff immediately took ownership of the problems and did there best to correct the problems.
I recommend this hotel and will look forward to returning to it again.

Room Tip: If you are traveling with pets choose a downstairs room. You may be surprised that in spite of being...
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  • Stayed August 2014, travelled with family
    • Value
    • Sleep Quality
    • Service
Helpful?
1 Thank BigD5809
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Thomas M, General Manager at Inn and Spa at Loretto, responded to this review, 22 August 2014
Dear BigD5809,

Thank you for your thoughtful comments. We are so happy you enjoyed your stay and honored to receive your high ratings. I'm personally very proud of the staff here at the Inn and Spa at Loretto and your review truly validates the entire teams efforts. Knowing you would recommend our property and stay with us again is the best compliment we could receive. Thank you again. We look forward to welcoming you back soon!

Best Regards,

Tom McCann, General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
ca
Level 5 Contributor
77 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
Reviewed 17 August 2014 via mobile

We enjoyed our stay here. It was walking distance to a lot of the sites. It was a wonderful base to visit the area. Santa Fe around Christmas is a must. We will definitely go back. And we wish to visit the Taos area next time.

Stayed December 2013, travelled with family
Helpful?
Thank gilgbuch
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Thomas M, General Manager at Inn and Spa at Loretto, responded to this review, 18 August 2014
Dear gilgbuch,

You are right, Christmas in Santa Fe is a must! We hope you can join us this year for the annual Canyon Road Farolito Walk, held every Christmas Eve, and located just one block from the Inn. Every year we provide hot coco and cookies for our guests to enjoy before the event, and a roaring fire is lit to warm you upon your return. It truly is enchanting!

We sincerely appreciate the time you took to review the Inn and Spa at Loretto and are so delighted you enjoyed your stay. We look forward to your next visit!

Warm Regards,

Tom McCann, General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Evanston, Illinois
Level 3 Contributor
17 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 14 August 2014

I have stayed at The Inn and Spa at Loretto twice. It is great value. The location is excellent. Nice rooms. Great pool. The staff is warm. It is located adjacent to a architecturally famous church. Lots of great shopping. I loved the spa and recommend the Royal Spa Treatment.

Room Tip: Ask for a balcony or outdoor space
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  • Stayed August 2014, travelled with family
    • Value
    • Sleep Quality
    • Service
Helpful?
2 Thank lisayogagirl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Thomas M, General Manager at Inn and Spa at Loretto, responded to this review, 18 August 2014
Thank you lisayogagirl! We appreciate the time you took to review the Inn and Spa at Loretto and are delighted you enjoyed your stay, and the Javanes Lulur Royal Ritual spa treatment. We look forward to having you as our guest again on your next visit to Santa Fe!

Warm Regards,

Tom McCann, General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Lubbock, Texas, United States
Level 1 Contributor
3 reviews
Reviewed 7 August 2014

My daughter and I went to Santa Fe for a relaxing spa trip. We both had pedicures at the spa that were over priced and not great but my daughter's massage was wonderful and the hotel itself was in a great location to walk the square. We loved the pool and the bar for having a nice glass of wine in the evenings. We had a large labradoodle with us and noticed a few other big dogs, quite a few small dogs - Santa Fe is very dog friendly and no one batted an eye when ours went running through the bar when he pulled out of his collar - oops! The staff was so accommodating and had great recommendations for food and drink. Would definitely stay here again.

  • Stayed July 2014, travelled with family
    • Value
    • Location
    • Service
Helpful?
Thank Shannon G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Thomas M, General Manager at Inn and Spa at Loretto, responded to this review, 18 August 2014
Dear Shannon G-

Thank you for choosing the Inn and Spa at Loretto for your recent trip to Santa Fe. We are delighted you enjoyed your stay and appreciate the time you took to post a review. Santa Fe is indeed a very dog friendly town and we always enjoy meeting our guests' furry friends. It sounds like your labradoodle had quite an adventure! Your compliments to our service, spa, pool and Living Room have been shared with the entire team. We all look forward to your return visit!

Warm Regards,

Tom McCann, General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Inn and Spa at Loretto

Property: Inn and Spa at Loretto
Address: 211 Old Santa Fe Trl, Santa Fe, NM 87501-2106
Phone Number:
Region: United States > New Mexico > Santa Fe > Downtown
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Green Hotel in Santa Fe
#7 Spa Hotel in Santa Fe
#9 Luxury Hotel in Santa Fe
#15 Business Hotel in Santa Fe
#18 Romantic Hotel in Santa Fe
#19 Family Hotel in Santa Fe
Price Range (Based on Average Rates): £££
Hotel Class:4 star — Inn and Spa at Loretto 4*
Number of rooms: 136
Official Description (provided by the hotel):
An exquisite Santa Fe, New Mexico hotel reflecting the culture and sophistication of its historic setting, the Inn and Spa at Loretto features 136 guestrooms, a full-service spa, casual fine dining, art galleries and a tranquil garden. The Inn is ideally located in the heart of Santa Fe, near the Palace of the Governors and just one block from historic Santa Fe Plaza's galleries, museums, restaurants and boutiques. Effortlessly blending old-world charm with world-class splendor, this Santa Fe luxury hotel is one of the state's most photographed buildings. Built at the end of the historic Old Santa Fe Trail high in the spectacular Sangre de Cristo Mountains, the Inn and Spa at Loretto is an architectural recreation of the Taos Pueblo, a national historic landmark. ... more   less 
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Also Known As:
Inn And Spa At Loretto Hotel Santa Fe
Hotel At Loretto
At Loretto Hotel
Inn At Loretto
Inn And Spa At Loretto Santa Fe, New Mexico

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