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Great place to crash for a few days while visiting Santa Fe. The staff was courteous and informative. Surprisingly good breakfast, big rooms, clean, awesome fireplace. Some negative reviews here but we encountered none of this.
Contrary to another review, the general manager, Luis Castillo actually yelled and screamed at me in the dining room of the hotel yesterday. Despite his telling me that my dog was welcome ( service dog) in the dining room at a table far away from the food, Mr. Castillo came to my table and in front of all the guests and employees, told me to leave the dining area. My dog very well trained labrador retriever was lying by my side as she was trained to do. He then proceeded to yell and scream at me when I approached him at the front desk. He refused to believe that my dog was a service animal and further more, I complained to Cynthia Holdmeyer at the Marriott and he told her my dog was " out of control" NOT AT ALL TRUE,. Ms. Holdmeyer believed him instead of me, the embarrassed, humiliated customer. This is unacceptable behavior from anyone in management to treat a guest in this manner when they have followed the rules they were told and they did nothing whatsoever wrong. The fact that the management believed the manager who wants his job clearly over the guest is disgusting and Marriott and Ms. Holdmeyer and Mr. Castillo should all be ashamed of themselves. I have traveled extensively and I am a professional person and I have NEVER in my life been treated this way. Horrible experience And by the way they don't believe in removing ice from the property after a snowfall the parking lot on the north side of the hotel was dangerous - treacherous in fact.
Response from Luis C, General Manager at Residence Inn Santa Fe
Responded 3 days ago
Unfortunately sometimes when you do not hear what you want to hear will warrant a bad review. My name is Luis Castillo the General Manager of the Residence Inn in Santa Fe New Mexico. Please let it be known that our intention is to ensure that all guests are protected and not offended with any disturbances through out there stay with us. We have had several complaints regarding the Emotional Support dog. Unfortunately its not the emotional supports dogs fault because the dog is actually a beautiful dog. On the first morning the emotional support dog entered the Breakfast area on a Sunday and My Breakfast attendants had told me that after the "emotional support dog entered the area that they were forced to replace all the food in the open food in the Buffet and that a few guests had approached the front desk complaining that the dog was invading there space. it was also witnessed the Owner feeding the dog from the table as well. On Monday the next morning I noticed the owner approaching the breakfast table with the dog once again and thats when I made her aware that the dog was welcome but not in the dining area. So I myself the GM held the dogs leash while the guest went to get her breakfast and we allowed her to sit away from the dining room near the fireplace.Second day my front desk held the dogs leash on the third day again the owner was half way into the breakfast area again and a guest actually left because the dogs tail kept on hitting him. Thats when the guest yelled into the dining room in a loud voice. I asked her to refrain and that the dog was welcome just not in the Dining room. Please let it be known I never said the dog was not allowed in the hotel nor did I prevent the owner from eating a great breakfast. Because the owner was unhappy because I made her aware that a service dog is a dog that provides a service for a person with a disability and I made the owner aware that in the state of New Mexico and Marriott that an emotional support dog is not considered a Service Animal. I consulted with Marriott whom then opened a case stating that which can be looked at by using Case# 89532088. Later on the owner/Guest called Marriott Guest Voice and expressed what she had wrote on this Survey and after investigating and questioning Marriott stated that The Residence Inn in Santa Fe was not at fault and that they backed our decision 100% The Owner did not like what she heard and she then commenced Yelling at the Marriott associate as well. all this can be viewed under case#89531321. As for the Dangerous Ice that is mentioned please let it be known that it had snowed during the overnight and my crew was already cleaning the snow the next morning. But we realized we maybe did not work fast enough but the guest was upgraded to a better room location and our staff did help her move and we did compensate the night plus issued 5000 points and of course the owner/guest did fail to mention this. Please let it be known here at The Residence Inn Santa Fe we do care about our guests and we always put them first.
Great choice for pet owners, families and those doing things in/around Santa Fe. The location worked well for us - we were 8 minutes from just about everything (Railyard District, Old Santa Fe, Canyon Road, Meow Wolf, St. John's College). We brought our dogs and they had a very comfortable stay as well. The staff (Louis and the other nice manager on staff during our stay throughout Thanksgiving weekend) were accommodating and seemed to really like working there! Don't worry about the other negative reviews left before this...the breakfast was plentiful and rooms were clean. They even had plain greek yogurt. My only recommendation for improvement is to reconsider the coffee situation. The coffee was bland and weak and the only thing disappointing about the stay. Everything else was terrific!
Response from Carmella F, Director of Sales at Residence Inn Santa Fe
Responded 31 Oct 2018
We all her at Residence Inn Santa Fe, are so glad you enjoyed your visit while in Santa Fe. We have a great team and pride ourselves on exceptional customer service. We hope to see you on your return visit to Santa Fe. Thank you again for your feedback.
This hotel has a campus of two story buildings. There are steps to second floor rooms, and steps from the parking lot to some first floor rooms. Not so bad unless you are lugging suitcases. The room has the beds, living area, dining area and kitchen in a single room. The lighting is very poor; only one chair had barely enough light to read the paper.
The room had a nice fire place, usable if you buy a log at the office. The staff was wonderful, as you would expect at a Marriott.
Response from Ivan T, General Manager at Residence Inn Santa Fe
Responded 14 Oct 2018
Dear JoeKathyFL, Thank you for sharing your experience at the Residence Inn Santa Fe. Our staff takes great pride in providing our guests with excellent service, we hope to have the opportunity to be your host on your next visit to Santa Fe. For any future reservations please call the Hotel directly and we will ensure you have a room on the first floor. Your feedback is integral to our ability to continue to improve our service and will look at the lighting in the room. Sincerely; Ivan Toca General Manager