Hilton Santa Fe Historic Plaza

Reviews

• SR

  SJ Rahm

  5 days ago
  1.0
  We booked a room at this hotel October 11th when we needed to travel 3 in a half hours to the emergency vet. We booked the room at 10:39pm. We tried calling the hotel to let them know we’d be there in 3 hours. Could get no one on the phone. Upon arrival Merrick at the front desk asked if we were checking in. I said yes and gave him our name. He instantly became flustered and said they were booked full and said he had no room to give us. He said he had to turn a gentleman away before us for the same reason just before we arrived. We asked how we were able to book when there was no availability. He said there must have been something wrong with the Hilton app as they are completely booked full for the balloon fiesta. He said there was no way we even had a reservation in the first place that we booked that late. I showed him the reservation and confirmation and he said there was no way possible. I asked about the pending charge on my credit card and he said there was no way we could actually get charged as he cannot even check us into a room. That the pending charge will drop off. He proceeded to say that he cancelled it while we were standing there. It no longer showed up on my Hilton app and does not show under previous stays either. He said the managers name is Peter and to contact him if we have any problems. We left the hotel. The security guard was even in the lobby during to witness this. They charged my credit card anyways! It has been nothing but a fight since that night to get a refund. The refuse to contact me. You cannot get them on the phone. If you do get through they put you on hold and don’t come back or say the manager will contact you back. Hilton has even called this hotel manager multiple times about this matter. The first time talking the manager told Hilton they refunded me and send receipt. We waited weeks. The second time they said the same and I told them that is not true. Hilton contacted me back again November 18th and said the hotel was submitting the refund right then and sending receipt for sure that time. The refund showed pending on my credit card for a whole 24 hours. Now the credit card company says there is no pending refund. The receipt they sent says we were a no show. WHAT A JOKE! They must not have active cameras to see Merrick did not check us in and sent us away or they just do not care and handled it poorly. Maybe Merrick gave our room away and couldn’t take accountability. We do not know anything other than we showed up, were refused a room and still got charged as if we checked in and stayed. Im contacting Hilton again and disputing the charge with my credit card. Enough is enough. If we had stayed there we would have paid it. THEY TURNED US AWAY FOR BEING BOOKED FULL! If you book here and there is any problems at all, especially checking in. Call non emergency dispatch and have a cop come give you a case number so there is extra proof they turn you away. As both the credit card company and Hilton corporate said it’s good to have any proof you can have. How do you have proof they say they are booked full and you have a reservation but can’t check in?
• RR

  Rick

  5 days ago
  1.0
  If i could give this hotel a zero star I absolutely would. But one is gonna have to suffice. The management at this facility are inept at handling normal problems. They will mark you as a no show then give your room away to someone else but still take your money. Am fighting right now to get an overpriced room refunded when the kid at the front desk turned us away claiming they were fully booked. Be cautious booking in Hilton app too as it showed me my booked room was confirmed and by the time I got to the hotel they were fully booked and said he didn’t see a room for us. Absolutely garage of a facility and managed absolutely incompetently.
• RT

  Robbie T

  Nov 11, 2025
  3.0
  First and foremost, the front desk gentleman named Wes sets the standard of how employees should be. His ability to handle complaints, long lines, and constant phone calls with a smile and a positive attitude is impeccable. He needs to train the rest of your staff on how to be a great employee and how to work in a service industry. Thank you Wes. With that said the room thermostat never worked (room 266 11/6/25-11/7/25). Our room was hot all night then freezing in the morning. The cabinet that had the fridge in it was badly damaged and needed paint. The elevator near our room was down, so it was stairs or walk to the other end of the hotel (not a small hotel). The hot tub and pool (thankful they were Opened still) were nasty. So many bugs and debris no way we could or would get in. Overall, for the cost of a room per night we have had better rooms at a motel 6. Sad. Cannot express this enough, if it wasn't for Wes, I would definitely give a Zero Star rating. This was not a good hotel. Needs lots of help. Can't understand how they justify the price.
• MM

  Meggie

  Nov 8, 2025
  2.0
  The rooms AC was not working- and from looking at previous reviews this has been an issue for 4 weeks that has not been “fixed promptly”. When I first asked at the front desk they said they’d put in a work order- I’m not sure why because the second time I called the front desk told me the HVAC system is down and they could bring a fan- which they never did. Most the hotel staff was great with the exception of one front desk male (working this last Wednesday night) whom was EXTREMELY rude and would not give me his name when I asked and hung up on me. I’ve never been treated like that by hotel staff nor anyone for that matter. Horrible. Our final day of a 3 day stay the room smelled like sewage. And with no airflow it was unbearable. Only thing I can say good was that the location is good for walking places. I would stay somewhere else though- this place is a mess.
• TW

  Todd Williams

  Nov 8, 2025
  2.0
  My wife stayed here October 31-Nov 2nd and when we entered the room it was at least 75F even though the thermostat read 70F. We lowered the thermostat to 66F and the air was still hot blowing out of the vent. After calling the front desk, we left for dinner and they said they would send up an engineer and room would be cool up on returning. When came back, room was hot and still blowing hot air. Called down and engineer came up, said he had never been called in the first place. Engineer then told us there was no way to turn on the A/C and blow cold air. Engineer also confirmed that the "thermometer" reading was not correct. Windows don't open in the room. We contacted front desk and ready to leave hotel, they put us in a room we could open a door for the times we were awake even though it got hot in the middle of the night. Front desk assured us we would be credited 50% of room charge for troubles, but instead of credit i see a charge on my credit card even though my online bill reads zero dollars. Two days later - I see a credit for the charge. Now I am still waiting after one week for my 50% room credit. Just called - they can't find my stay even though i gave them my confirmation number. Don't stay here - air handling system doesn't work and front desk is not professional. Avoid the headache.

Frequently Asked Questions About Hilton Santa Fe Historic Plaza