Terrible stay: La Posada de Santa Fe, a Marriott Tribute Portfolio Resort & Spa
Our stay at La Posada de Santa Fe was a major disappointment, especially given the premium rates the boutique hotel charges. It definitely does not deserve to be called a Marriott Tribute Portfolio Hotel.
The problems began before we even arrived. When I made the reservation by phone, I was explicitly told that breakfast was included. At check-in, we were informed that it was not. At these prices, breakfast should be included, but what's even less acceptable is providing inaccurate information when taking a reservation.
Our first room was completely unacceptable. The HVAC equipment on the roof, directly above our room, appeared to be large enough for a Walmart. The noise in the room sounded like a B-52 bomber. There was no chance of getting a decent night's sleep, so we requested another room.
The replacement room wasn't much of an improvement. The patio had a large puddle that remained throughout our stay, making the outdoor space unusable. Inside, the carpet was dirty and scarred with multiple burn marks in front of the wood-burning stove, as there wasn't even a proper hearth mat (3). The glazing on the refinished bathtub surface was cracked and peeling (1, 2), and the bathroom sink was also cracked (5). One of the casement windows hardly worked, as an incorrect crank handle was used (4).
An inexcusable problem in New Mexico is that when we turned the air conditioner on that night, it blew hot air! The front desk promptly sent a technician who turned off the heat, but only got it to supply non-conditioned outside air, rather than cool, air-conditioned air.
This property is badly overdue for maintenance and falls well short of the standards its pricing and advertising suggests. Based on our experience, it's difficult to understand how this hotel is marketed as a five-star property.
To make matters worse, we learned only at checkout that the hotel offers a complimentary shuttle into town. Had anyone mentioned it at check-in, we would have used it. Instead, no one said a word.
The one bright spot was the staff. Everyone we dealt with was courteous and professional. Unfortunately, good employees cannot overcome neglected facilities, inaccurate reservation information, and accommodations that fail to justify premium pricing.
We will not stay at La Posada de Santa Fe again and cannot recommend it to anyone paying these rates.
Photos at my Google review...