Buffalo Thunder Resort Casino — Attraction in New Mexico

Zero Stars for woman Manager/front desk service. Our recent experience here was horrible. We booked a room in August 2023 for December 2023. Our reservation was for a King-bed with fireplace. Upon arrival at approx. 430 pm, (check in started at 4), we checked in, received our room keys, took our luggage down a LONG hallway then up to our 5th floor room. Upon walking in we noticed two queen beds with a fireplace. We returned downstairs to front desk to let them know of the mistake. The girl at the counter looked in the computer, mumbled something about "inventory", then said "let me go check what that means". I overheard the manager say "its a bigger room". The girl walks back over and says "that room isn't available". The manager then comes over to tell us that "the system lets us overbook" and proceeds to tell us every room with a King bed and fireplace is occupied. Also upsetting that the younger man who checked us in, didn't bother to tell us the room they were putting us in wasn't the room we had booked, nor were they overbooked, so we just had to find out after getting to our room. We were at this point very upset, as we have been here in the past and came here specifically for this room. We had planned this as a getaway for a late anniversary and paid for concert tickets at the hotel that night. The manager was completely RUDE, not EMPATHETIC in ANY WAY. Just an insufferable attitude. She kept telling me to "stop talking" so she could try and sell me on the reason we should be happy and satisfied about the "upgraded" room they were going to give us instead, because it "goes for $500 a night". Her and the other woman could care less, and had horrible attitudes. They couldn't wrap their heads around the fact that Buffalo Thunder is advertising and selling "an experience" when someone is reserving a particular room. This was supposed to be a romantic, relaxing experience. The manager only offered $50 food credit and said they wouldn't charge us extra for the "upgraded" room. Oh thanks. I was fine with paying for the room I reserved at the price I reserved. After continually telling her how unacceptable this was, she finally said she would take $50 off the room. She said "if you want to stay here"-where else we're we going to stay since we booked the room 3 months prior, drove from out of town, dragged our luggage in, we're tired and hungry...planned to eat at the restaurant and had concert tickets at the hotel venue? The horrible and unacceptable attitude of the manager just set the tone for our stay. Unfortunately we had to encounter her again checking IDs at the concert and she just gave us dirty looks and rolled her eyes. I truly do not know how she still has a job. I guess because Buffalo Thunder HILTON is ok with treating some guests with disrespect, getting people there with false advertising and providing a lack-luster experience. The hotel lobby was beautiful, decorated for Christmas. The restaurant has a nice ambiance, but I agree is overpriced, had small servings and food was just ok. The waiter was good (may have been the manager waiting on us) and the two hostesses were friendly. The French hostess was sweet and engaging. They deserve a positive mention since they were the only kind staff we encountered. The concert was fun, as the performers were great, however the acoustics of the ballroom left much to be desired. The room appeared clean, we had a terrace, however the cushion to one of the chairs was lying in a puddle of water and it did not appear to have been swept/cleaned recently. After reading the other horrible reviews I am glad to know that we weren't out of line to be so upset, although the manager made sure we felt that way. We had stayed here another time and encountered a dirty room (bloody Band-aid in the extra tub we paid for). We were given food credit at that time too, but this was such a terrible experience I had to write this review. At this point I believe we have had our last stay at Buffalo Thunder and would NOT...

Nice location fantastic views. The room was kind of in a disarray upon arrival, The TV was unplugged as well as some of the lamps. The Wi-Fi did not work per as the instructions stated. The refrigerator was in defrost mode and leaking water onto the carpet. I used the towels to clean that up. I plugged everything back in, the television was kind of hard as the dresser left very little room. There was trash behind the bed end tables that looked months old. I'm not even thinking of picking up old water bottles behind the bed. I went down to the front to report all of this . I told the person I plugged everything back in, but I could not get the refrigerator out of defrost mode.The staff told me they didn't know how to either and would pass the message to maintenance the next day. No help at all ,none. I went back to the room and pulled the fridge out cabinet and cleaned the rest of the water up. I looked up the model number on the back of the fridge on the internet , problem solved. The thermostat was difficult to operate no instructions or it was not working right.I turned the fireplace on to heat up the room and proceeded to look up the thermostat on the internet as well. Turns out thermostat screen was stuck in cleaning mode, I reset it. When I sat down on the chair I almost flipped backward on the floor chair which was was worn-out. I think I was alo missing a chair. Their was one lounge char in the room and one broken desk chair. the room was a double queen should it not have to lounge charge. its hard having conversation in broken chair. The staff was not helpful in the least to these problems. I suggest having a supervisor go though the rooms before sending hotel guests up. I Never seen a Hilton get this bad. It's like a time warp back to the 70s. In ten years this Hilton resort will end up on the YouTube channel " Abandon Hotels" being explored. Management needs get this hotel back into shape, it is a beautiful hotel but needs lots of attention. Wall paper is peeling off the guest rooms, fixtures are old and so is the furniture, bathrooms and tubs are dated. Hiring more employees would be good start. Also the hotel hallways were very cold I guess no one thought the snow storm outside would have an effect. The temp outside was in the low 30's , turn up the heat please. I should have left a note on Paris Hilton's facebook page I might have received better attention from...

This a beautiful hotel, huge! We stayed here once before on a road trip to California, so when we had a last min job right near here my husband was excited to stay here again.

When I went to choose my room on the app a little note popped up saying something to the effect of.... As a diamond member your ellegible for an upgraded room if it's available. (Great we've been diamond members for 3 years and never once gotten an upgrade, we stayed at Hiltons 26 nights last year alone) so on the app I used the messenger feature and asked how we go about getting an upgrade, no answer. -when you are looking to pick your room out it shows you all the rooms available and which ones are upgrades - they offer you to pay another $70 to upgrade. Well I'm not going to do that when it just said if available you can get an upgrade as a diamond member.

So when we got here to check in, I ask the young woman at the front desk.... How do we go about getting an upgrade? The app mentioned as a diamond member, if available we are eligible for an upgrade? You would have thought I asked for the penthouse for free 🤦 her response..... Well if it's available (ok if you've ever been to this hotel, let alone on a random Thur night, your aware is massive!!!!! And I just saw the 30 rooms it asked me to upgrade to) I said yes in know if it's available. Then she says, so are you asking me for an upgrade? Yes, I just asked you how do we go about getting an upgrade on our room? That was my exact question!!!

The whole interaction was like I was bothering her.

Edited after stay: I am not going to let one person ruin a stay. Others say the hotel is outdated, I thought it was more of the look, yes it's not brand new, but everything is really nice and very clean.

There was no line at Starbucks in the morning around 7 and the ladies were very nice. My kids loved the pool, the water was really warm and the hot tub was great. Handicap accessible with a pool lift, always like to see those especially since we are down here to install a handicap ramp. There was only one other person using the area. Workout room looks really nice, good size and a lot of equipment. My husband went to the casino for a bit while the kids and I swam, had the place to himself, but it is a Friday morning.

Each time we stay here we say we need to come back during the summer to enjoy the outdoor pool and the...