Made reservations Wed 9/25 for the weekend (Friday and Sat) for 3 rooms for 2 nights for a event honoring my mom in NM. Leaving AZ after work around 6:pm I get a phone call from my son who already made the trip from AZ to NM, that no rooms were booked in our last name. I called the hotel while driving on the freeway, and the guy who answered the phone was very rude and obnoxious. He told me that there was no reservation under my name and all he could do was book me another room, but the rate would go up. No matter how many times I told him "sir I'm on the road and I just want to make sure my son who was already there had a room". He could care less cause he was getting off at 10pm. So I had to pull over on the side of freeway cause there was no off ramp. and give him all my info again while my kids and I are in the car. Made new reservations and when I got to the hotel at 12:30pm I went to the front desk, gave them my info and the lady asked me why I didn't want my original reservation I made on Wed. I explained to her the whole situation, She told me that she was the one who was on the phone on Wed, and then showed my reservation. I ask to see the manager, got the supervisor who could care less of what I went through but told me the manager would be in tomorrow. My family booked one of the ball rooms and food for the whole weekend, so they got good money from us. I finally spoke to the manager around 4:30pm on Sat afternoon, he said he would look into the situation. When he got back to me later that night all he could say was there was a miscommunication on their behalf, and instead of comping my room or giving me a discount paying for 3 rooms for 2 nights, he gave me some breakfast vouchers for Sunday morning, BUT if I wanted the breakfast buffet I would have to pay extra. REALLY MANAGER???? This is suppose to be a 3 star hotel and you have terrible customer service and you can only provide me with a voucher for some pancakes? People make sure you do your research before you even think about booking this place. I can't say all the employees were bad, but the guy on the phone and the manager really need some customer service training.
Cotis from Chandler AZ
Our recent hotel stay of August 17th was not a good one. We ended up being forced to move from our original room later night due to a maintenance problem with the bathroom. The hotel front desk staff made no effort or offer to compensate us for all the trouble. We had to ask for a discount to our room rate. A discount of approximately 20 dollars was applied to our room rate. The entire facility was looking rather tired and abused. Our room was really not very nice. Been staying here over the past several years. Just not as nice as it once was. Will probably not choose to stay here again in the future. The only positive was the breakfast buffet. The food was actually very good but the wait staff service could have been better.
The other casino hotel nearby was fully booked that night and was tired driving 4 hrs on the road. I called Sky City if they have room available and yes, a suite is available so I took it right away. Their hotel is only 3rd floor high and suites are at the top and casino on the ground floor. Going to the room you see their traditional decor all over the place, the rug, the wall, the ceiling, all speak about their rich culture that passed from generations to another. Their room was cleaned and ready for sleep over. It was huge, bedroom is separated from living room where you can rest a bit with their their simple sofa, and they have nice kitchen-like space with a tall table like a bar, small microwave and a cute refrigerator placed on top of the sink. They have 2 small tv’s one in the bedroom and another in the living room. What I really like is the jacuzzi and balcony, Overlooking the horizon, the vast beauty of the surrounding mountains, the desert, the RV’s parked nearby which can also be used for sleeping over when no more place available. I may be back again here. Suites cost $140++ a night including tax.
My wife and I booked a room for two nights to be close to the area attractions. One either stays here -- back in Albuquerque or Grants. We found the hotel very nice and VERY reasonably priced. Big room, big bathroom, big soft beds, big beautiful pool area, HD TV, free wifi with a restaurant and casino at your disposal. I did not notice a smoke smell as some have stated or above-average noise level.
We stayed here for one night on our road trip. Price was excellent. Got to room and the tub was filthy. We went down to desk about 15 min after check in for dinner. We stopped at the hotel desk to ask if someone could clean it. It was about 715pm. The girl said she’d have someone check it. Came back to room around 1130pm and tub was still filthy. Called housekeeping and was told they were gone for the day. Explained my story and he apologized. He said they would move us to a suite. He called me back and all suites were occupied. He discounted my room $20. It was much appreciated. But still felt disgusted over the filth. There was also something disgusting on the bed covering.