Ed S.
Yelp
This is still a nice place; pet friendly; and convenient to the plaza. We have come every year for many years. This year, the name changed and the service did too.
1. We arrived about 2:30 and our room was not ready. (I find it odd that check in time is 4:00, when check out is at 11:00. ) We were told we would be called or texted when the room was ready. At 4:00 we were out but still no one had called. Since we had early dinner reservations we came back and, surprise, our room was, in fact, ready. Don't say you will call if you are not going to.
2. Our TV did not work. We were told we would get a credit on our bill but when we checked out, the desk clerk said a manager would contact us about the credit. No one ever did. But when we gave a negative review on Tripadvisor, the general manager responded and said we did not report any maintenance issues while "in house". This is a complete misrepresentation as we had called from the room and told whoever answered that our TV would not connect to the cable and read the error on the screen. They said they could not send someone and since we were leaving the next day we would get a credit on our balance at checkout. Excuses are one thing; lying about it is something else.
3. Amenities: Can they find any smaller soap "bars"? I hate waste but seriously? You know the little Hershey chocolate bites? They must use the same mold. And the shower soap pumps did not work well or were almost empty; I couldn't tell.
4. The hidden cost called the "$25 dollar nightly hotel fee" for parking (that used to be free), "gourmet breakfast", in-room coffee, and bottle water.
Lastly, it's not a big deal but another example is the fact that coffee is now served from paper cups instead of mugs. (The manager also said coffee mugs are "readily available" at breakfast. Just not the two days I was there, apparently.)
It seems like the "change" from The Old Santa Fe Inn has resulted in cost cutting and excuses rather than any improved quality of stay.