Tony C.
Yelp
What has happened to this little Jewel box of Santa Fe! As a local and someone that has been visiting this hotel for nearly 20 years, it saddens me to have seen the level of service and quality of food/drink diminish as it has over the last 12 months. With the exception of a few bartenders, the remainder of the staff from front desk, host/hostess and servers appear to have NEVER worked in an establishment like this. The customer is not a priority and the service is subpar.
Had a truly unfortunate experience the night of the 24th of February. We always recommend out of town guest to stay here and during this time period, our out of town guest received the worst experience possible. Sadly, they had stayed next door at Chamayo on their previous stay but, because we RAVED about this hotel, they opted to try it out.
We met them for drinks the evening of the 24th and it was clearly an evening of the entire staff having a melt down, including the "manager" that was running around in an untucked shirt, khaki's and running shoes. It took 30 minutes to get our drinks (2 silvercoin margarita's and a Negroni). Our server took our order (the 3 drinks and an order of nachos) and then disappeared for over 20 minutes. No drinks arrived so after 25 minutes we finally flagged down the manager. He apologized and told us that the "bartended" called off and it was a bit crazy. THAT is a massive understatement. It took another 10 minutes to get our drinks and our COLD and DRIED out nachos arrived at the same time as our first drink. We truly wanted to enjoy the drink and then nachos but, that was clearly not happening. When we ordered a side of "salsa" to try to revive the nachos, that took 15 minutes and when we asked the server where it was, she said "oh its about done". Really, putting salsa in a bowl to bring to the table required that much work?
Our poor friends that stayed at the hotel received a room with a malfunctioning HVAC on the first night. The room was HOT and they had to open windows to try to cool the room down. They were given a different room the next day but, it took a bit of work to make that happen. Then they requested a ride in the hotel car (bentley). Now the driver was probably the friendliest of the hotel staff and most customer service oriented. HOWEVER, the car was filthy on the inside and was experiencing some significant mechanical issues that made the ride like being on a bucking bronco. When our guests asked how long this had been going on, he said "oh about 4 months". YIKES. They all checked out and will never stay at this hotel again as, the experience overall was terrible. Dead plants in all the hallways, rooms and hotel. Staff severely undertrained and do not know the 1st thing about delivering 5 star service. It was as if we were at a Holiday Inn Express.
I never leave such reviews without reaching out to management prior. I sent Lutz, the GM, an email outlining what happened and never heard back from him. I finally copied the email to their website and immediately I got a reply informing me he was on vacation for 2 weeks. UMMMMMMM, maybe someone should have covered for you during this time as your staff is not prepared to handle guests without strong leadership! In additon, his "reply" was about as generic as it could have been and didn't even offer to try to "make it right".
I'm not sure what is happening here but, this is not the quality of hotel that rosewood stands for. I hope they pull it together or I fear it will lose its standing in Santa Fe. Sadly we are now referring all of our guests to the Auberge and they are out performing the anasazi in all ways.