Hotel Glorieta - Formerly The Lodge at Santa Fe — Hotel in Santa Fe

I checked into the Lodge at Santa Fe on June 10. The gentleman working behind the counter had a child with him who interrupted him assisting me. When I arrived into the building that my room was in it was extremely hot. It was as if the A/C was not working. When I entered my room the A/C was on as cool as it could go, but the room was extremely hot and a light in the bathroom was burnt out. There was also carpet damage by the front of the door. After about an hour in the room I ultimately asked to be moved to another room. While this request was granted, the front desk attendant acted as if my request was bothersome. The toilet in my new room was not functioning 100%. The handle to flush the toilet was not connected and I had to take off the lid to the tank every time I needed to flush the toilet.

One day during my stay I found myself at the pool. I was solo traveling and was enjoying conversations with families and other hotel guests. There was a group of about 5 teenagers who were unsupervised, extremely loud, obnoxious, were using foul language around small children and were blatantly rude to a 10 year old girl and her parents at the pool. It was soon found out that these teenagers were not even guests at the hotel! When I visited the front desk to complain, I asked for a manager and was told that a manager was not on site. Later on in my stay I found out that it is rare that a manager is ever on site due to them being a "district manager" and overseeing a variety of things.

The walls are very thin. On my last full day, there were two guests that were screaming at each other using profanities and talking about some heavy subject matter. This was all heard from my room with the door shut.

Security of this hotel is another thing that I have issues with. There are a variety of doors to enter into the complex (i.e. main entry, and a variety of side entry doors and a back entry door). Every side entry door and the back entry door I used had a sign that said "please use room key after 9pm for access." Majority of these doors never shut all the way and were always unlocked, no key needed for entrance. On my last night, the back entry door was fully shut and locked. I entered my key to get into the building and the reader was broken. My hands were full and I had my dog with me and had to walk all the way around the complex to even enter the hotel.

All in all, the photos of this hotel make it look better than it is. Management seems not to care or uninterested in the experience of their guests. The hallways were dirty and looked like they hadn't been vacuumed. It was common for the cleaning carts to be in the hallway even when cleaning wasn't occurring, and towels were often on the floor in the hallways outside of guests' doors. Your paying a hefty price to not have a refrigerator or microwave in your room. The "resort fee" is pointless. The room came with two bottles of water and that's it.

I ultimately wish I would have chosen to spend a little bit more money and stayed somewhere else in Santa Fe. Don't make my mistake. Choose a...

BED BUGS!! BEWARE!!!! Upon check in, the computer was having issues charging my card. No big deal, Tech problems happen. We were given our room key and said we will get it figured out in the morning. An Insignificant issue that would normally not even be remembered. We were then moved into our first room (1/31/2024). The smoke detector was going off and they had no replacement batteries. So we were moved to room 218.

Upon waking up (2/1/2024) my wife noticed 2 bites on her arm. We carried on with our day and went to bed. The next morning (2/2/2024) my wife woke up to numerous bites on her arm that got worse through the day. Upon returning to the hotel, I inspected her bed and found evidence of Bed Bugs.

I notified the front desk, and they called the GM who arrived fairly quickly. We were moved to another room with a tub that would not turn off, then Finally to 1 last room. He said they will give me quarters to start cleaning our clothes. He asked a few timeline questions, said he would get back with me after heating up his food, and that was the last I saw of him. His polite professional demeanor had me let my guard down and trust he would have integrity.

I was up until 1 am walking across the large property disturbing other guests washing everything we brought, and spraying (and ruining some) ski gear with alcohol since it cannot be washed. The next morning I asked at the front desk about a refund, and she said the manager was out of town. I saw him less than 12 hours before in the hotel. This proceeded until our checkout on (2/5/2024). The front desk staff said he would be back in town and take care of it that day. I emailed him directly, to receive no response. After failing to receive any sort of communication from management since the initial discovery, I reached out to their parent company (Heritage Hotels and Resorts) and received no communication from them either.

I do want to note that the different people working the front desk during our stay were very pleasant to deal with, and quick and attentive with any issues to the best of their abilities to what they have authority to do as regular employees.

This is a health and safety hazard that was refused to be addressed by ownership. They have also been reported to the health department so these claims can be verified since no further communication was had on ownerships part.

I know bed bugs are a sensitive issue so I attempted to discreetly handle the situation and give them ample chance to fix it and do right by us. $10 in quarters is not ample compensation for this whole ordeal.

This is not to mention the half empty swimming pool and hot tub that has apparently been broken since at least August based on other reviews. The smoke detector in our original room was still beeping...

We stayed 8/5-8/7 and felt that while the location of the hotel was beautiful and ideal with its proximity to all Santa Fe has to offer, our experience was mediocre given the price of the hotel. Having paid what I did for a suite with a balcony I had much higher expectations. We were hoping for a somewhat above average accommodations given that part of the reason for our stay was to relax in our room and at the hotel in general.

To start with- I would have appreciated a heads up that the hotel would be torn apart for a complete remodel. When we pulled up there was not even a sign up, as they were replacing it, the dining was closed, there was furniture all over the parking lot, and even in the rooms things were not fully put together.

The first room we were assigned had empty walls, as the decorations had already been removed for the remodel. The fan in the bathroom didn’t work, nor did all the lights. The bathroom door did not shut properly. Additionally the bricks on the patio were lose and a huge trip hazard. We ended up having to switch rooms because when we returned after dinner the air conditioning was not working properly. The staff that helped us was very apologetic and helpful, but offered no compensation for having to pack up and move our things. However, we were given a room with less issues, but still not what I would have expected for the price.

The new room had working lights, doors, and air conditioning and was still decorated. We did have a few cleanliness concerns as there were quite a few fruit flys and other small pests. The other complaint was that when we went to turn on the tv the remote was ABSOLUTELY filthy. I had to clean it with soap and water. This should have been remedied by housekeeping. We also felt that in a modern hotel of this caliber there should have been more entertainment options on the television, whether it be streaming or just channels.

Upon our arrival we were informed that housekeeping was by request only, so we called in the morning to ask for housekeeping as the trash needed taken out and we needed more coffee and towels. When we returned after lunch housekeeping had still not come, so we called to just ask for coffee and towels and the front desk employee informed us again, that housekeeping was by request, we informed her we had in fact requested it and she apologized and sent the items, but, again, offered no compensation for the oversight.

The pool was a highlight. A beautiful pool and overall experience. Although the pool bar was closed, which was unexpected. Lastly, my friend and I, both in our 30s, had issues because of the slippery and uneven ground surrounding the pool, which could be a huge issue for those less able bodied.

Overall, the stay was adequate, but sub par considering the...