mks111
Sep 5, 09, 4:04 pm
Has any one been here recently? Am diamond and will be there later this month. Is there an executive lounge? I read the older posts, but would like some updated info. Thanks
Hilton HHonors - Hilton Buffalo Thunder, Santa Fe
View Full Version : Hilton Buffalo Thunder, Santa Fe
travelexpert
Sep 6, 09, 1:48 am
Beautiful facility, but AWFUL service. During our four day stay this past Memorial Day long weekend, I documented 24 service deficiencies. Here are some examples...
I faxed the hotel 1-2 days ahead of arrival, explaining it was our 19th wedding anniversary. Since my wife and I are both Diamonds, I asked for a space-available upgrade. At check in around 7 pm, we were given keys for a junior suite. As we opened the door to the room, it was clear the room was either occupied or not fully cleaned (beds unmade, trash cans full). On a table in the middle was some champagne and chocolate strawberries welcoming us!! So we went back to the front desk (not a short journey), and were given another room--quite inferior. Each time we called from the "unsuitable" room, no operator would pick up! So I went back to the front desk, and asked for the manager on call. Jason finally gave us keys to a gorgeous one room suite--way at the end the second wing that required another long walk.
At check in, we were told that the exectutive lounge has been closed for repairs (the hotel is brand new)! The manager on call later told me that the lounge is now open only to those who pay for it per Hilton Corporate's REQUEST (hmmm?), so it would be off limits to us as Diamonds. However--he promised to make it up to us (we are still waiting!).
I could go on and on and on. To cap it off, I noticed on my credit card statement that we were charged for 3/4 nights--even though we presented a 4 free night AXON at check in. Apparently the diamond desk said the certificate was good for only one night--even though it subsequently turned out the diamond desk was lying--but that is a whole different story....
Breakfast was "included" in lieu of no Ececutive Lounge access. The buffet offering was below average at best--so I think we had to pay for a la carte orders above the standard buffet charge.
On the plus side, the indoor pool is magnificent. And as I mentioned before, the one bedroom suite we were finally assigned was fabulous.
All in all--probably a place for Diamonds to stay away from--unless you can get a guaranteed suite in advance.
I faxed the hotel 1-2 days ahead of arrival, explaining it was our 19th wedding anniversary. Since my wife and I are both Diamonds, I asked for a space-available upgrade. At check in around 7 pm, we were given keys for a junior suite. As we opened the door to the room, it was clear the room was either occupied or not fully cleaned (beds unmade, trash cans full). On a table in the middle was some champagne and chocolate strawberries welcoming us!! So we went back to the front desk (not a short journey), and were given another room--quite inferior. Each time we called from the "unsuitable" room, no operator would pick up! So I went back to the front desk, and asked for the manager on call. Jason finally gave us keys to a gorgeous one room suite--way at the end the second wing that required another long walk.
At check in, we were told that the exectutive lounge has been closed for repairs (the hotel is brand new)! The manager on call later told me that the lounge is now open only to those who pay for it per Hilton Corporate's REQUEST (hmmm?), so it would be off limits to us as Diamonds. However--he promised to make it up to us (we are still waiting!).
I could go on and on and on. To cap it off, I noticed on my credit card statement that we were charged for 3/4 nights--even though we presented a 4 free night AXON at check in. Apparently the diamond desk said the certificate was good for only one night--even though it subsequently turned out the diamond desk was lying--but that is a whole different story....
Breakfast was "included" in lieu of no Ececutive Lounge access. The buffet offering was below average at best--so I think we had to pay for a la carte orders above the standard buffet charge.
On the plus side, the indoor pool is magnificent. And as I mentioned before, the one bedroom suite we were finally assigned was fabulous.
All in all--probably a place for Diamonds to stay away from--unless you can get a guaranteed suite in advance.
mks111
Sep 6, 09, 7:51 pm
Travelexpert,
Thank for the detailed reply. Makes me want to rethink my vacation plans!!!
Thank for the detailed reply. Makes me want to rethink my vacation plans!!!