Eldorado Hotel and Spa — Hotel in Santa Fe

This review gives me no pleasure. We have stayed at the Eldorado many times over the years, and it does have much to offer—especially its location. Unfortunately, it is now a tired property with poor maintenance, weak management, and staff who often display a surly or lazy attitude.||We own a shared condo within walking distance of the hotel, and occasionally we need to stay for a night or two. The issues we’ve experienced raise serious questions about the quality and the legitimacy of its claimed 4-star rating. I have photos and videos to support each point.||Highlights of our concerns:|| 1. Rain in the room – During our stay in August 2024, a massive leak through the junior suite window frames caused water to pour in and puddle across the floors. The photos and videos show it was worse than it sounds. The weather stripping was detached and hanging down from the top of the window frame, something that apparently escaped the notice of both housekeeping and maintenance. This damage made it impossible to fully close or bolt the window.|| 2. Deteriorated balcony furniture (2024) – We paid for a suite with a view balcony, yet the furniture was unusable: filthy, webbed, and full of holes. Photos show just how bad it was.|| 3. Balcony furniture this year – Somewhat improved, but still noticeably deteriorated. Photos available.|| 4. Unfulfilled reimbursement promise – The daytime manager, Carlos, twice agreed to reimburse our 2024 room after acknowledging the water and furniture problems. He promised these issues would be fixed with an upcoming remodel. Despite multiple calls (and leaving messages), he never followed through, even after he promised yet again over the phone to reimburse the cost. || 5. Severely worn room furniture – The leather desk chair in our room was in such poor shape it wasn’t even fit to donate. Clearly decades old. Photo available.|| 6. General wear and tear – Worn windows, outdated furniture, and other visible issues do not align with a 4-star standard.|| 7. Poorly trained and rude front desk staff – Lacking interpersonal skills and basic courtesy. I have two or three examples and a name or two to offer. || 8. Public humiliation of a guest – I witnessed a front desk clerk loudly telling a woman that her credit card had been declined, in full earshot of the check-in line and lobby. The card eventually went through after she tapped her phone, but the damage was done.|| 9. Slow and unresponsive pool service – The pool area is attractive, but service is far below expectations.||Positives:|The location, views, architectural elements, and pool deck remain strong selling points.||Overall:|These examples, all from only three nights’ stay in a year, show a troubling decline in quality control, staff professionalism, and maintenance. The brand and reputation are being harmed. I will likely return only because it’s the closest hotel to my shared home in Santa Fe, but the property is in urgent need of investment in both management and upkeep.||I am giving a one-star rating to draw attention to these serious lapses. I would be open to raising the rating if I see genuine improvement on a future stay.||Additional note:|On summer nights, traffic noise from the balcony is horrendous—loud cars with revving engines, fake drag-racing, booming music from trucks and motorcycles, and reckless high-speed driving right past the hotel. This is in what is normally a peaceful plaza and village area. It is a shame that wonderful Santa Fe can be disrupted in this way, right at the hotel’s doorstep. We fortunately are a few blocks away and do not experience this noise from our...

I prepaid and booked our stay with an online vendor weeks in advance we were coming from out of state. Late the night prior to our air travel, I sent a message about the amenities. I received a message back with the info, but the rep state that he found that our reservation was cancelled supposedly by us. I assured them we did not. Spoke with a James, and he said they have the right to cancel reservations that were not made directly with the hotel and don't have to notify us. He reinstated them, well aware that we were paid in full. Even gave me a confirmation number. After a long day of connecting flights we arrived in New Mexico, and I checked my email and the hotel again cancelled my reservation. I called and spoke with James and he explained they have the right to cancel reservations even if they are paid in full. I told him that was unacceptable and he reinstated our room again. Arrived at the hotel and did get our room. The hotel was nice and the staff was friendly. Tried to speak to this person named James, and the desk seemed confused. They must use fictitious names in customer service, because both times I dialed the hotel directly not an 800 number. Also I received an email upon arrival from a response to my original email from a Rahel in El Dorado reservations who confirmed that my original reservation was paid for and still current and to check in after 4pm. Upon arrival to the hotel the front desk said they had to have my credit card to hold on the room, in case that we charged anything to the room and confirmed that our room was already paid in full with our original reservation. We came home and in checking my credit card statement on line. The hotel charged me for the room again. This is completely unacceptable. This hotel not only caused a lot of stress pre flight, pre arrival and now after we returned home. What a horrible company to ruin our trip. We were traveling from Michigan to New Mexico to visit my sister who is terminally ill and the hotel caused undue stress on a visit that was already emotional. Now I have to go through a long process with the credit card company to get reimbursed. Way to go El Dorado Hotel for causing such drama.

Dear owner in your response for me to contact the manager to get the double charge corrected is severely flawed. I had attempted two days ago to reach your establishment to get this corrected. I asked for the manager and the front desk seemed confused to what the managers name was, and said he was not available. How could she know if she didn't know his name. So I asked for the assistant manager and she said he was not available either. I asked for his name and it took a while for her to answer. Finally she said his name was Roosevelt and that she would have him call me back once he was available. I am still waiting and it is the end of the third day since I left my message. You have my phone number on record, so maybe you might have better luck in getting your staff to call me back to get this straightened out.

I would like to thank Ariana, from the Eldorado Hotel for helping us through resolving our issues. The hotel has gone above and beyond in taking care of this dilemma. This was the first time that I had ever booked a room through a third party and I will definitely in the future only book directly with the hotel itself. I have changed your rating to a 5 and we hope to stay there again in the near future. Thank you again for changing an unfortunate experience into a pleasant...

Hotel Review: El Dorado Hotel – Santa Fe, NM Date of Stay: June 17, 2025 Rating: ★★☆☆☆ (2/5)

I chose the El Dorado Hotel for its proximity to the Lensic Performing Arts Center, where I attended a concert. As an older woman traveling alone, location and safety were my top priorities, and for that, the hotel was ideal.

The check-in process was smooth, and the room was spacious and clean—though very generic. There was nothing that made it feel uniquely Santa Fe; I could have been in any chain hotel anywhere in the country.

After the concert, I returned to my room hoping to enjoy a hot tea. Unfortunately, the Keurig machine didn’t work. I called the front desk, and a kind and helpful woman from security promptly brought me a new machine, which I appreciated. However, I was disappointed to see a Keurig at all—given their environmental impact, I expect better from a high-end property.

The next morning, just before the 11 a.m. checkout, I stopped by the front desk looking for coffee. I was told it had just been removed and that none was available. I would have had to leave the hotel to find coffee, which wasn’t ideal as I was already dressed for my spa appointment. I went to the spa instead to see if they had any beverages. They had hot tea but no creamer and no snacks. In fact, there were no refreshments or snacks offered anywhere—in the room, lobby, or spa.

For a hotel charging $360 a night, I found this very disappointing. I’ve stayed at far more affordable places that provided coffee, tea, fruit, snacks, and even juice and water in the lobby or spa area. This lack of basic hospitality felt like cutting corners in all the wrong places.

On a positive note, the massage I received from Steven at the spa was excellent—one of the best parts of my stay. However, the spa facilities themselves were just average. The chairs were uncomfortable, there was no vanity or designated space to sit and do makeup or hair (I had to use the sink area), and the overall setup felt cramped and not particularly relaxing. The steamer was nice, though.

I spent some time at the pool, where I had food and drinks, and the service was very good. The staff, both at the front desk and the spa, were friendly, helpful, and professional. They seem to be doing the best they can within the limits set by management. In fact, they deserve a raise because they’re the ones having to tell guests “no” to very simple, reasonable requests.

Valet parking was a nice perk and made things easier, but overall, I left feeling that the hotel does not offer good value for the high prices. When I pay $660 total for a one-night stay and spa treatment, I expect thoughtful details, comfort, and at the very least—coffee in...