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3001 reviews
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Dec 23, 2024Terrible customer treatment
I had made a reservation for a king room with a balcony about a month before my stay and was confirmed that I had that room. I checked in at 4:25pm and went to my room and it was two queen size beds and the furniture was so ratty. The chair was all torn up. It was not very clean. I called and asked why I didn’t get the room I had reserved. I was told they have the right to change the rooms around at their discretion and I said you know I spend a lot of money at this casino and I don’t very often even ask for a room so I was very disappointed in the room. It was shabby and didn’t seem very clean and the guy that I was talking to said well you know you’re welcome to just check out. And I said well I won’t be gambling here anymore! Terrible experience…. Seems like this would taint the Hilton reputation….
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Dec 08, 2024Ok stay
Hotel was ok but the people in the room next to us were very noisy our second night of our stay. Yelling, TV blaring, etc. We called guest services finally at 11:45pm and security was sent up to their room. They were quiet for about 15 minutes then started up again until 3am!! We reported it to the front desk on check out. Not sure anything will or can be done about it.
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Dec 01, 2024
UNPLEASANT HOTEL EXPERIENCE! NEVER GOING BACK!
It was a unpleasant experience. When we checked in the young woman at the counter was not friendly. No smiles, no hello from her or enjoy your stay.... We proceeded to our room on the third floor, opened the drapes and saw nothing but the roof and air- conditioning (total view is blocked!) NO VIEW AT ALL but concrete! Noisy plumbing at 2am coming from our toilet and shower as we were sleeping. Room was cold even when adjusting the thermostat. We stayed there as we had tickets to Jefferson Starship and Marshall Tucker band. We couldn't wait to check OUT! Would not recommend this hotel to anyone! Worth the trip back into Santa Fe after a concert to stay at another hotel for the evening!
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Nov 23, 2024The best of this hotel is the restaurant
Good hotel with nice rooms but I think the highlight is the restaurant at the ground floor… it’s excellent. The rooms are spacious and clean. I visited the spa ( there must be a pool outdoors but the weather was too cold) and it was good. There is an indoor pool too.
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Oct 17, 2024
Cannot believe the lack of Hospitality
After a beautiful day at Ojo Caliente, I decided to get dolled up, get some dinner and drinks, and spend some money playing casino games. We arrived at 10 pm, and the front desk said restaurants and drinks were still available, we got up to the room, decided not to change, and went down to the bar and they said they were closed, we then went to the "restaurant" which was a snack bar with two items left, again, two items left, they were both PRE-MADE FRITO PIES, seeing we are both from New Mexico, (I now reside in Austin) my friend was trying to take me out to a nice evening at the "beautiful" casino, so we both know that you don't pre-make Frito pies. Also, we couldn't even get drunk enough to eat those nasty-looking pre-made pies. Our options were none! So, with no food and no drinks, why stay? So, we went up to our room and immediately checked out. We did speak to the front desk about their misleading comments about everything being open, and get no customer service, you'd expect paying over $200 a night they'd at least be pleasant and understand the role in hospitality. My friend contacted managers, Ken Trujillo and Sandra Dominguez, never to get a call or email returned. We are very dissatisfied with the misleading, disrespectful management and rude hospitality staff of this casino. Please, feel free to contact me, I cannot believe we had to drive to Santa Fe and find a place to eat, drink, and sleep. I cannot believe management still hasn't reached out, we have been back to Ojo twice and found other arrangements to stay at with respect and hospitality!