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Gorgeous Hotel, Lousy Service

Reviewing: Inn Of The Mountain Gods Resort And Casino Same  |  Rating:
eyes2theocean By eyes2theocean on
Badge: Author | Level: 3 | Destinations Expertise:

This hotel was set in a gorgeous location on an Apache reservation in New Mexico. The air is pristine, the mountains breathtaking, and the lake is a gorgeous blue. The construction of the hotel is such that most of the rooms get a glorious view.

I stayed in a room facing the lake, and it was spacious and well designed, minus the bathroom, which was large, but had too much "Dead space" rather than a larger tub or shower, or 2 sinks, which would have improved it greatly.

I also disliked that there is smoking allowed in the hotel and attached casino, but that is a personal preference. The ventillation to remove said smoke was minimal.

The food options were passing, their 4 AAA Diamond rated Wendell's Restaurant had good service, decent drink options, and mediocre at best food. The wine selection, advertized as extensive, was in fact rather limited, though most of the wines were a good value at barely 50% markup.

The real letdown of the hotel was the front desk/housekeeping service. The checkin time is late, at aobut 3pm, and when my party arrived there at 3:30 after travelling for 9+hours, NONE of our rooms were ready. They were "not yet cleaned." We were shocked, but willing to comproimse and take another room. No other rooms were offered. No upgrades were offered. No help was offered, we were told to take a seat and wait for what could be an hour or two until the rooms were cleaned. As suprising as this was, we were MORE shocked when the next day, no one arrived to clean our room until 5:15pm. (That's a full day without new towels, etc.) At that time, as could be expected, we were getting dressed and ready for the evening, and asked the tardy housekeeping team to return in half an hour, when we were gone. (One would expect this to be seen as a reasonable request.) The houskeeping lady replied that she would be off work soon, and if we wanted our room cleaned, she could do it now. I told her, at this point really taken aback, that we weren't very messy, and in fact would be fine with her just changing the towels and making the bed.

I am still shocked that I had to BARGAIN to get our room cleaned. The icing on the cake is that when we returned to the room at 10pm, it had not been touched. No towels. No made bed, nothing. We left several angry messages to the front desk. Please note, I said messages, as every time we tried calling the front desk, no one answered, although we had previously seen people there on duty.

In short, lovely location, needs to be taken over by a management team that is familiar with providing adequate services for the price of the stay.