Hotel Santa Fe, Hacienda & Spa — Hotel in Santa Fe

Received an automated message fairly early in the morning telling us that our room was ready and we were free to pick up our keys at any time. Texted with the front desk staff to confirm that it was okay to arrive before the official 4:00 check-in time. Planned our whole afternoon/evening around the idea that we would be allowed to check in at 2:30 as arranged with hotel staff, and then hit the pool with our 5 year old who would have been in the car for 7 hours by the time we arrived.

We arrived at the hotel more or less at 2:30 on the dot. Front desk agent told us that check in starts at 4pm and that "none of the rooms in the hotel" were ready at that point. Even though I received an automated message saying my room was ready and I confirmed with staff that my room was ready, I was being told that my room was not in fact ready. Let's also keep in mind that check out is at noon, so in order for "none of the rooms" to be ready, that would mean that house keeping had done absolutely nothing in the 2.5 hours since? Doubtful.

So my first in-person exchange with hotel staff involved them blatantly lying to my face. Yay.

I explained to the dishonest man at the desk that I received an automated message AND confirmed with hotel staff that we were okay to arrive at 2:30, he repeated that "none of the rooms" were ready. We were told that we were welcome to use any of the amenities on the property in the meantime, and that staff would text when our room was ready. He casually mentioned that early arrival could be arranged for a $50 fee, even though "none of the rooms [were] ready," and I had already arranged for a 2:30 arrival.

Trying to strong-arm me into a $50 fee immediately after lying to my face? Great.

Since he said that we could use any of the amenities on the property, and since my 5 year old had been looking forward to using the pool after our 7 hour drive, I asked if we could use the pool. I was told that we would not have access to that area until we had a room key. In essence, we could use the restaurant/bar/spa (any of the "amenities" that cost money) but nothing else was available without a room key. We set out to find a playground for my very bored and disappointed child and to await a call that our room (that had been ready since early that morning) was ready.

No call ever came.

We got back to the hotel at 4pm because our daughter needed a bathroom. I approached a new person at the front desk and explained that I had been waiting for a phone call letting us know that our room was ready. Dude, with all the snark and sarcasm a person can muster, says, "Well, it's 4:01 and check in started at 4:00, so please forgive that one-minute delay."

So my second in-person interaction with hotel staff involved a different guy being rude, sarcastic and condescending. No thanks.

After a colorful interaction with this second front desk person, we were finally given room keys and accessed our room, which was the last one all the way at the end of the hallway. If you've ever stayed in a hotel before, you probably know that housekeeping staff starts service all the way at the end of the hallway. Meaning that our room would have been the first or second room turned over that morning. Probably right when I received that automated message letting me know that my room was ready. More evidence of lies.

The snarky guy at the front desk sent me text messages about having me come down to the lobby so we could "clear the air." I'm sorry, no. You screwed up. The guy before you screwed up. The person I texted with this morning screwed up. The responsibility to "clear the air" should have been squarely on the shoulders of hotel staff. Not me. You want to "clear the air"? DO something. Don't summon me to the lobby when I could be swimming with my kid and then pat yourself on the back for having done customer service.

The arrival debacle put a bad taste in our mouths right at the start of what was supposed to be a relaxing anniversary getaway for our family. All in all, a disappointing and...

This is our first time to stay at Hotel Hacienda and Spa. We were Celebrating our 11th year Anniversary. It comes with a heavy heart to explain our stay here. ||||First off, this hotel has a very very manipulative check-in process. DO NOT pre-register your information. Wait until you get to the front desk. Let me explain why, We went through Hotel Hacienda and Spa website to book our stay. We paid the deposit and understood the balance remaining that was due at check in and we were ok with that. However, there was a pre-registration link that was sent and it prompted us to input our license, vehicle and Debit Card information. Now here is where their system is all messed up. Come to find out we were charged the Full stay with incidentals added without even aware. Mind you, since we used a debit card it withdrew the funds from our account. So we were out the full amount plus the deposit we paid and on top of that, we still were suppose to still pay for our stay on check out time. ||||Now this messed up our whole budget and left a sour taste in our mouth. We never authorized them to charge anything to our debit card. BECAUSE their link was to have everything on file.( to help make the check in process a seamless transaction). The way we found out about this mishap, we double checked our bank account prior and realized they made a mistake. We called and where transferred to many different parties to get this situated. After driving over 10 hours to get there and the front desk concierge was very rude and spoke to use as if we were in the wrong and was stubborn to were she didn't even want to hear us out. Thank God the manager was there to help resolve the issue as best as possible. And tried to make things right. ||||Now this brings us to our room. We stayed in the king size room with fireplace. And when we called and confirmed our room, we were suppose to have the room with a balcony and fireplace. But they incorrectly booked us in the king room with Fireplace. Now this isn't what was explained or expected at time of booking. The size of the room is very small and congested. The design of the decor wasn't up to par. There wasn't enough storage room for two people. I couldn't even unpack my carry on suitcase. The bathroom is outdated and just makes you annoyed with lack of space for your own personal items. The only storage for the is the wardrobe they provide, mind you, its big enough for 1 person and not 2. The Fireplace barely lights up, not anything like the picture provided. This brings me to the sheets and bedding. Don't expect anything close to luxury. The sheets were stiff and had this unclean smell to them. Even after we requested new bedding. The Bed was so soft, I had to end up sleeping on the couch and at times the floor because of my back. ||||The very thing that upset me too, was the fact I requested to surprise my wife with flowers and chocolate covered strawberries. They delivered some half dying flowers with little water and no even a full dozen of strawberries. I was very disappointed because other facilities make sure to go the extra little inch to make this request special. And I felt cheated and disappointed how horrible the flower arrangement came out. ||||In conclusion, ||This was ended up being a horrible stay and we ended up cutting our trip short. This hotel isn't luxury at all for how much we pay for it. I've had better experiences staying at El Dorado and Ojo Cliente and I paid less than this hotel. To put the cherry on top, I was charged for complimentary items on the first day of their mistake. I was exhausted to even argue about anything. And maybe that's why they make things difficult so they could still get their payments and you'll be to tired to complain. I would recommend staying at a different facility, resort or Hotel. The pictures on their website are very misleading. The rooms are small, dark, dingy and are big enough for 1 person. Do not, and I repeat do not fall for it. I hope this review helps you make the correct decision in your...

This is our first time to stay at Hotel Hacienda and Spa. We were Celebrating our 11th year Anniversary. It comes with a heavy heart to explain our stay here.

First off, this hotel has a very very manipulative check-in process. DO NOT pre-register your information. Wait until you get to the front desk. Let me explain why, We went through Hotel Hacienda and Spa website to book our stay. We paid the deposit and understood the balance remaining that was due at check in and we were ok with that. However, there was a pre-registration link that was sent and it prompted us to input our license, vehicle and Debit Card information. Now here is where their system is all messed up. Come to find out we were charged the Full stay with incidentals added without even aware. Mind you, since we used a debit card it withdrew the funds from our account. So we were out the full amount plus the deposit we paid and on top of that, we still were suppose to still pay for our stay on check out time.

Now this messed up our whole budget and left a sour taste in our mouth. We never authorized them to charge anything to our debit card. BECAUSE their link was to have everything on file.( to help make the check in process a seamless transaction). The way we found out about this mishap, we double checked our bank account prior and realized they made a mistake. We called and where transferred to many different parties to get this situated. After driving over 10 hours to get there and the front desk concierge was very rude and spoke to use as if we were in the wrong and was stubborn to were she didn't even want to hear us out. Thank God the manager was there to help resolve the issue as best as possible. And tried to make things right.

Now this brings us to our room. We stayed in the king size room with fireplace. And when we called and confirmed our room, we were suppose to have the room with a balcony and fireplace. But they incorrectly booked us in the king room with Fireplace. Now this isn't what was explained or expected at time of booking. The size of the room is very small and congested. The design of the decor wasn't up to par. There wasn't enough storage room for two people. I couldn't even unpack my carry on suitcase. The bathroom is outdated and just makes you annoyed with lack of space for your own personal items. The only storage for the is the wardrobe they provide, mind you, its big enough for 1 person and not 2. The Fireplace barely lights up, not anything like the picture provided. This brings me to the sheets and bedding. Don't expect anything close to luxury. The sheets were stiff and had this unclean smell to them. Even after we requested new bedding. The Bed was so soft, I had to end up sleeping on the couch and at times the floor because of my back.

The very thing that upset me too, was the fact I requested to surprise my wife with flowers and chocolate covered strawberries. They delivered some half dying flowers with little water and no even a full dozen of strawberries. I was very disappointed because other facilities make sure to go the extra little inch to make this request special. And I felt cheated and disappointed how horrible the flower arrangement came out.

In conclusion, This was ended up being a horrible stay and we ended up cutting our trip short. This hotel isn't luxury at all for how much we pay for it. I've had better experiences staying at El Dorado and I paid less than this hotel. To put the cherry on top, I was charged for complimentary items on the first day of their mistake. I was exhausted to even argue about anything. And maybe that's why they make things difficult so they could still get their payments and you'll be to tired to complain. I would recommend staying at a different facility, resort or Hotel. The pictures on their website are very misleading. The rooms are small, dark, dingy and are big enough for 1 person. Do not, and I repeat do not fall for it. I hope this review helps you make the correct decision in your...