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

I had previously visited the hotel and had a great experience about two years ago. So I had no issue booking this hotel again. This time the experience was nothing like the last stay. Check in time is at 4pm. We arrived around 1:30pm hoping to get our room early. No, the room was not available yet and had not been cleaned. We went back out and came back to the hotel at 3pm. Again the room was not cleaned and not available. While I was standing in the lobby several other guests were experiencing the same thing - no the rooms are not available until 4pm. Some people had been waiting in the lobby for several hours. There was an angry group at this point. The front desk woman was rude every time I asked if my room was ready. I was never treated like a guest who paid money, just a nuisance to her. At 4pm all the keys were handed out to a bunch of angry people. Since my room was located in the back building, we had to exit the hotel and re-enter the hotel at the back building. Of course, my new keys were not programmed for the back hotel. Back to the front desk I go to interact with the rude clerk.

Second day I was there, the room key would not work at the back building. Apparently it was only programmed for one day. Back to the front desk again to be handled by another rude employee.

While there I asked if I could purchase bottled water somewhere since there is none in the room. Nope, no bottle water in the building anywhere.

This was a horrible experience mainly because of the staff. Rude and somewhere they were rooted on handing out the room keys at 4pm and not a minute earlier. Of course we could tell our room had been ready prior to 4pm because the maid cart was down at the end of the hall.

Horrible hotel due to staff. ...

I have stayed at this hotel 15 or more stays since 2017. Most stays 3-5 days. Sadly, new management does not recognize regular visitors even if you book directly with hotel and pick their premium rooms. This is a tribal owned property with formerly great staff at the upper end management level who made a point to find you the right room and great service; a place where you met visitors coming here for many years. The facility has gracefully aged, reasonably well maintained, but the hotel is incapable even with low occupancy to give you in my case a room above the ground floor twice in low season this year (less than 40% occupancy) upon request in advance and mysteriously at check in. I believe the reason is the booking platform used.The friendly attentive service does not exist anymore except in the concierge levels for the last two years. Most of the previous staff (many native americans) are gone perhaps in search of more rewarding hotel / customer service careers. The restaurant - lobby staff exhibits minimal training and the be happy you got a room here attitude now prevails. I am writing this for the dozens of former regular visitors. There are numerous better run hotels in Santa Fe now, this is no longer a gem; all of the Heritage properties in town are more customer centric, even the Drury, a large corporate chain, the Inn on the Alameda, and others. I had to write this after getting stonewalled on simple requests with rooms, not arguing about service. But problems at the top (attitude and apathy) usually pass through to the front line in any...

The Hotel Santa Fe The Hacienda & Spa adorned with Pueblo-styled architecture, is a short jaunt from centerfold Santa Fe. The property is split into 2 components: a 3 floor main building with 120+ rooms dabbed in traditional Southwestern style while the Hacienda Building has upscale accommodations with butler service. My Hacienda suite came attractively featured with a gaslit fireplace, hand-carved bed and balcony. A palette of earth & neutral tones made a nice background for the walls to display indigenous artworks. The granite bathroom lavished with a soaking tub and walk-in shower. The Amaya restaurant in the main building is the spot for breakfast and lunch serving the usual "good morning" fare while complimentary breakfast, a 5-7 happy hour, all day menu and dinner can be had in the Hacienda building. The muscle of the menu was strengthened by the likes of: Crusted Salmon, Lamp chops, Crabcake, Bone Marrow New York Strip Loin and more. I gorged on Chili Tortilla Soup and Pan Seared Scallops ...........a savory lot. One dramatic culinary venue is the "Private Teepee Dining" experience.......a full blown Indian tradition. The Spa offers a robust treatment catalog inspired by North American Indian healing elements. I relished my warm Stone Massage as my stand by stress reliever.||So, if you seek ultimate accommodations & personalized service..............then try the..... ..................Hotel Santa Fe The Hacienda & Spa...............filled with touches of Native...