Hotel Encanto de Las Cruces — Hotel in Las Cruces

My wife and I want to express our deepest gratitude and appreciation for a job well done above and beyond our expectations!! We decided on Hotel Encanto as our wedding venue with hotel stay. We began our wedding planning experience with Jesse Lopez who did a phenomenal job to initiate our wedding vision and planning. He transitioned to his own venue decoration business, but remained an integral part of our wedding planning throughout. He handed over the reigns to Noemi Morales, the incoming Events Coordinator. She did not skip a beat in continuing our vision. She also performed a phenomenal job to complete our wedding planning and execution. She was attentive of every detail we discussed throughout the process, and did not miss anything. She is highly commended for her commitment and dedication in going beyond the performance of her work!! Her attentiveness, care, genuineness, and charismatic personality will forever be appreciated in our wedding planning journey! The culmination of her efforts were evident the moment we approached the entryway and front counter. Jonathan, the concierge, set the tone for our stay with his friendly and helpful reception. The friendly staff warmly welcomed us as we made our way to our room. From the moment you approach the loading/unloading area you appreciate the architecture of the hotel. It is gorgeous and inviting, representing Las Cruces at it’s finest! The accommodations were luxurious. The rooms were quiet and clean, having all the desired amenities. The bed was so comfortable. We made our way to the venue while our guests were relaxing and warmly tended to at the Mezcla Lounge during cocktail hour. We made our way to the grand moment of the reception area. WOW, WOW, WOW!!! Words cannot describe the glamorous, breathtaking beauty, reflecting the attention to detail brought to fruition by the efforts or Noemi and Jesse!!🙌 We were so touched and filled so much emotions to see everything executed exactly as we had envisioned it to be!! The seating, tables, placements, decorations, lighting, music, ambiance..everything was perfect!! The staff, led by Max, was amazing and attentive all evening! The food, which everyone will always talk about for years after the venue, was so delicious! Our compliments to the chef and everyone working the kitchen! The following morning we and some of our guests were tended by Martha and banquet staff at the Mezcla Room for brunch. The professionalism and hospitality continued with their service. Fittingly, Jonathan was there to greet us and provide his assistance as we loaded and departed. We will forever be grateful and will remember the great hospitality and service we received by Noemi and all the hotel staff!! Our wedding reception dreams came true!! I constantly travel throughout the country in my employment. I can, without question, state that of the numerous hotels I have ever stayed at, to include 5 star hotels, no one compares to the hospitality and professionalism of Hotel Encanto in good ole Las Cruces, New Mexico!! Outstanding!! ⭐️⭐️⭐️⭐️⭐️+++++||Lupe & Rosa Garcia (La Rosa de...

EDIT: the manger called me to discuss my experience and was very apologetic and kind. She will address the issues. I appreciated her time and our conversation. I will stay here again. Thank you!

We stayed at this hotel over Memorial weekend and I wanted to love my experience, the hotel atmosphere is very beautiful but there were some major issues and no management available during our entire stay and I have been calling and leaving messages for a week including completing their survey with no response. We booked the patio/pool room which was nice except for the broken shower which only produced cold water the entire time. YES cold showers of them to be exact. So I hope no one else gets room 118 or they will have a similar problem. Our room had a nice outdoor seating area to enjoy with friends EXCEPT apparently this pool is a public pool as there as an endless string of people attempting to enter the pool area with their keys “not working” if we saw a key at all. When we asked people to go through the lobby we were cussed at and often kids were instructed by their parents to climb the brick wall and let them all in. Which was ended by the slamming the door and being rude and inappropriate to us for not letting them in. I didn’t know I was paying so much money to be a door man to folks that were overrunning the pool so much so that we could not even get a place to sit there. They were all having big parties, bringing in crock pots and coolers. Of course with all the additional people there were no clean towels available for actual guests. We asked multiple times to speak to a manager and were told they were all on vacation, there was NO ONE running the hotel. We also attempted to have breakfast one morning. The food was cold and what I ordered specifically so that I could enjoy meat that only burnt little crunchy pieces of what I assume must of been meat at some point with cold dry potatoes. The waitress was also the bar tender and completely alone. When we again asked were her manager was and why they were not assisting we were told they are on vacation and there is no one to assist.

I have left messages and no one has gotten back to me. The poor folks who stayed in 118 after us I’m sure are enjoying their cold showers. I might have to call my credit card company and dispute the charges because it was completely horrible experience and the last of customer service is...

We were guests of the hotel and had a drink at the bar before going out to dinner. My wife ordered a house chardonnay and I ordered a Johnnie Walker Black Label and soda. They said they had only Red and Blue Label. No Black Label. So I ordered the Blue.

We got the bill and I added a 5 dollar tip (there were 2 bartenders and no other customers - they needed a bit of love) and charged the bill to our room. Walking out I looked at my receipt to see what what we had been charged. To my shock the bill was 58 bucks for 2 drinks! So with tip I was out 63 bucks for a house wine and a scotch.

We of course returned to question the bill and quickly discovered that the bartender had not made a mistake. The scotch was 50 bucks a shot in their computer system. We talked to the bar's night manager (the next morning we learned he was actually the chef) who referred us to their day manager. The next morning (Saturday) we talk did talk to him during checkout from the hotel and he said the cause was a setup error in their brand new system that only the bookkeeper could resolve. It was Saturday and she would in the office on Monday.

To be clear, the bar manager acknowledged that this was an overcharge and promised he would personally see to it was taken care of. Then call us to confirm resolution.

Silly us, we took his word and the hotel floor manager's word when they could not fix the problem on the spot for some reason.

There has been no call since. There has been no resolution.

However we've learned our lesson. We're going to report the overcharge to Visa of course.

There was another issue at the hotel I should also mention. During our stay there was no cable TV service. The message on the screen from the provider said call accounting office, implying the bill had not been paid. We reported the issue to the front desk and the response was "yeah, we know about it".

Going forward, we are making a point to avoid all the hotels and restaurants in the Heritage Hotel chain. Note that there are a lot of them in New Mexico. All proudly self-touted as exclusive resorts and fine hotels where their customers will be well treated in every respect.

Our experience here?

They are pretty good at talking the talk. And they are considerably more expensive that competition nearby.

However, they not...