Exterior

Reviews of DoubleTree by Hilton Hotel Santa Fe

4 out of 5
DoubleTree by Hilton Hotel Santa Fe
4048 Cerrillos Rd, Santa Fe, NM

Reviews

8.2

Very good

Rating 10 - Excellent. 380 out of 894 reviews" "
Rating 8 - Good. 295 out of 894 reviews" "
Rating 6 - Okay. 106 out of 894 reviews" "
Rating 4 - Poor. 71 out of 894 reviews" "
Rating 2 - Terrible. 42 out of 894 reviews" "

8.8/10

Cleanliness

8.6/10

Staff & service

8.0/10

Amenities

8.2/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

2/10 Terrible

suzanne

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Shabby old hotel, noisy with guests above me checking in at 230 am, guests next to me arguing at 530 am. Bathroom very old, shower nob would barely stay up for shower. Wallpaper at least 25 years old, weird parking lot and check in area. BIG NO!!!!
Stayed 1 night in Mar 2024
Response from Manager on 16 Mar,2024
Hello suzanne,We're sorry to hear about your experience and appreciate your feedback. We strive to provide all guests with a comfortable stay and will address your concerns internally. Should you wish to discuss your stay further, feel free to reach out to management. We hope to have the opportunity to welcome you back in the future.

10/10 Excellent

Theresa

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Outstanding staff..:)..very nice and super clean.. And and always the best cookies
Stayed 1 night in Mar 2024
Response from Manager on 6 Mar,2024
Hello Theresa,We are thrilled to hear that you enjoyed the outstanding service from our staff and our clean facilities. It's great to know you appreciated our delicious cookies during your stay. We strive to provide a memorable experience for all our guests.

2/10 Terrible

Mustafa

Stayed 1 night in Jan 2024
Response from Manager on 7 Feb,2024
Hello Mustafa, We're sorry to hear that you didn't have a great experience during your stay. We value your feedback and would appreciate it if you could reach out to us directly to discuss any specific issues you may have encountered. We strive to provide the best possible service to all our guests and would like to address any concerns. Thank you for considering giving us the chance to make it right.

10/10 Excellent

Jennifer, Boise

Stayed 1 night in Jan 2024
Response from Manager on 22 Mar,2024
Hello Jennifer,We are delighted to hear that your experience at our hotel met your expectations! We look forward to welcoming you back soon for another exceptional stay.

10/10 Excellent

Rebecca

Stayed 1 night in Jan 2024
Response from Manager on 25 Jan,2024
Hello Rebecca,Thank you for choosing our hotel for your stay! We are delighted to hear that you had a wonderful experience with us. If you have any further feedback or suggestions, please feel free to reach out to us directly. We look forward to welcoming you back in the future.

8/10 Good

John

Travelled with family
The breakfast was good. The food served in the bar was not. The spa was good but the temperature in the room was the same as it was outside. 17 degrees.
Stayed 4 nights in Jan 2024
Response from Manager on 16 Jan,2024
Hello John,Thank you for sharing your feedback with us. We're glad to hear that you enjoyed our breakfast and spa. Regarding the bar food, we appreciate your input and will relay it to our culinary team for further improvement. As for the room temperature, we apologize for any inconvenience caused. We strive to create a comfortable environment for our guests and will take your comment into consideration for future adjustments.

8/10 Good

Grace

Liked: Cleanliness, staff & service
Stayed 1 night in Dec 2023
Response from Manager on 9 Jan,2024
Hello Grace,Thank you for choosing our hotel for your stay. We appreciate your rating and are glad to hear that you had a positive experience with us. If you have any further feedback or suggestions, please don't hesitate to reach out to us directly. We value your input and look forward to welcoming you back in the future.

10/10 Excellent

Vikrant

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Manager on 9 Jan,2024
Hello Vikrant,Thank you for choosing our hotel for your stay! We are delighted to hear that you had a wonderful experience with us. If there is anything else we can do to make your future visits even more enjoyable, please don't hesitate to let us know. We look forward to welcoming you back soon!

10/10 Excellent

Steven

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Manager on 9 Jan,2024
Hello Steven,Thank you for choosing our hotel for your stay. We're thrilled to hear that you had a wonderful experience with us. We appreciate your support and hope to welcome you back soon for another exceptional stay.

4/10 Poor

Nicholas

Travelled with family
Disliked: Staff & service
During my stay at The Double Tree Santa Fe hotel, I endured a dreadful experience with noisy guests staying in the room above mine. The disruption was so severe in noise that, in frustration, I called the front desk and they apologized and said they would take care of it. It did not stop. At 5:50 am I called down to the desk again repeatedly to no answer. Angry tired and frustrated I went down to the front desk to get a refund. Ernesto said he can’t do that, manager doesn’t come in till 9:00. That was his only solution, I asked him to do something about the noise and To my disbelief, instead of addressing the issue directly, he requested me to accompany them to the third floor to "hear it for themselves." This unusual request left me feeling perplexed and dissatisfied, as the staff's response seemed inadequate in resolving the disturbance.
Stayed 2 nights in Dec 2023
Response from Manager on 8 Jan,2024
Hello Nicholas, Thank you for bringing this matter to our attention. We apologize for any inconvenience caused by the noise disturbance during your stay. Our team strives to address guest concerns promptly and we regret that we were unable to resolve the issue to your satisfaction. Please note that we take guest feedback seriously and will use your comments to improve our service. We appreciate your understanding and hope to have the opportunity to welcome you back in the future.

10/10 Excellent

Ashley

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The staff was super sweet annd helpful especially Makayla at the front desk. We were there for 3 nights and had a great time
Stayed 3 nights in Dec 2023
Response from Manager on 23 Dec,2023
Hello Ashley,Thank you for sharing your positive experience with us! We're delighted to hear that Makayla provided exceptional service during your stay. We strive to consistently provide sweet and helpful staff members to ensure our guests have a great time. We look forward to welcoming you back for another enjoyable stay in the future!

10/10 Excellent

John

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Manager on 22 Dec,2023
Hello John,We're thrilled to hear that you had a fantastic stay with us! It was a pleasure having you as our guest. We look forward to welcoming you back soon!

10/10 Excellent

George, Belleville

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Easy access to Santa Fe. Very good staff.
Stayed 1 night in Dec 2023
Response from Manager on 10 Dec,2023
Hello George,Thank you for choosing our hotel and for taking the time to share your feedback. We're glad to hear that you found our location conveniently close to Santa Fe and that our staff provided you with a positive experience. We appreciate your kind words and hope to welcome you back again in the future.

10/10 Excellent

John

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Dec 2023
Response from Manager on 8 Dec,2023
Hello John,Thank you for choosing our hotel for your stay. We strive to provide impeccable service and are thrilled to hear that you had an excellent experience. We hope to welcome you back in the future for another memorable stay.

2/10 Terrible

Larry

Travelled with partner
Liked: Cleanliness, staff & service
Disliked: Amenities
We stayed on the 4th floor and the traffic noise was still very loud. Asked top possibly change rooms and was denied. Breakfast is $15 for the same thing you can get for free at any other hotel. Very disappointing and not a good value for the money.
Stayed 3 nights in Nov 2023
Response from Manager on 30 Nov,2023
Hello Larry, We apologize for any inconvenience caused by the traffic noise during your stay. Our team strives to make every guest's experience as comfortable as possible, but unfortunately, room changes are subject to availability. Regarding breakfast, we offer a variety of options to cater to different preferences. We appreciate your feedback and will take it into consideration for future improvements. We hope you had an overall pleasant stay with us.

10/10 Excellent

Ellen

Stayed 1 night in Nov 2023
Response from Manager on 17 Dec,2023
Hello Ellen,Thank you for choosing our hotel for your stay! We are thrilled to hear that you had a wonderful experience with us. If you have any further feedback or if there is anything else we can assist you with, please don't hesitate to reach out to us. We hope to welcome you back in the future for another excellent stay.

10/10 Excellent

BLAZE

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice stay.
Stayed 2 nights in Nov 2023
Response from Manager on 26 Nov,2023
Hello BLAZE,Thank you for sharing your feedback! We are glad to hear that you had a pleasant experience during your stay with us. If there's anything else we can do to enhance your future visits, please let us know. We look forward to welcoming you back soon!

8/10 Good

John

Stayed 1 night in Nov 2023
Response from Manager on 16 Dec,2023
Hello John, We appreciate you choosing our hotel for your stay. If there's anything specific you would like to share about your experience, we encourage you to reach out to us directly. We value your feedback and would love to address any concerns you may have. We hope to welcome you back in the future for an even better stay.

10/10 Excellent

Benjamin

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Nov 2023
Response from Manager on 25 Nov,2023
Hello Benjamin,Thank you for choosing our hotel for your stay! We're thrilled to hear that you had such a wonderful experience. Our team works hard to provide excellent service, and we're glad it was reflected in your stay. If you have any future travel plans, we would love to welcome you back.

8/10 Good

Marina

Liked: Cleanliness, staff & service, property conditions & facilities
Close proximaty.
Stayed 1 night in Nov 2023
Response from Manager on 18 Nov,2023
Hello Marina,Thank you for sharing your feedback regarding our hotel's proximity. We appreciate that you found our location convenient during your stay. If you have any further comments or suggestions, please feel free to contact our management team directly.

8/10 Good

Delton

Liked: Property conditions & facilities
Stayed 4 nights in Oct 2023
Response from Manager on 12 Nov,2023
Hello Delton,Thank you for choosing to stay with us and for taking the time to share your feedback. We appreciate your valuable input and are glad to hear that you had an overall pleasant experience. If there is anything else we can assist you with, please let us know. We hope to have the opportunity to welcome you back in the future.

6/10 Okay

RICHTER, Garden Grove

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Nov 2023
Response from Manager on 8 Nov,2023
Hello RICHTER,Thank you for your feedback on your recent stay with us. We appreciate you taking the time to bring your concerns to our attention. We strive to provide exceptional service and apologize for any inconvenience caused. We encourage you to reach out to our management team directly to discuss your experience further.

4/10 Poor

john

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Doubletree Santa Fe
The rooms carpet was dirty, no hot water, walls thin, neighbors loud, and homeless camp on property.
Stayed 3 nights in Oct 2023
Response from Manager on 4 Nov,2023
Hello john,Thank you for sharing your experience with us. We apologize for any inconvenience you may have encountered during your stay. We appreciate your feedback and will share it with our team for further improvements. For any future concerns, please feel free to reach out to our management directly.

10/10 Excellent

JENNIFER, Taos

Stayed 1 night in Nov 2023
Response from Manager on 25 Nov,2023
Hello JENNIFER,Thank you for choosing our hotel for your stay! We are delighted to hear that you had a fantastic experience during your time with us. We truly appreciate your positive rating and hope to welcome you back again in the future.

6/10 Okay

PAUL

Liked: Cleanliness, staff & service, property conditions & facilities
The overall experience was good. Did not like being charged for a king size bed and given two double beds. I asked the front desk clerk if I was charged for the king size bed and she said no because the difference was credited back to me which was not true and it happens sometimes when you book through a third party. It was only five bucks more but it was still annoying not getting what I had paid for and being given incorrect information.
Stayed 1 night in Oct 2023
Response from Manager on 4 Nov,2023
Hello PAUL, Thank you for sharing your feedback with us regarding your recent stay. We apologize for any confusion or inconvenience caused regarding the bed type. Our rates are based on availability, and while we strive to accommodate all preferences, we cannot guarantee specific bed types. We appreciate your understanding and hope to welcome you back in the future for an improved experience.

10/10 Excellent

Rebecca E

Travelled with family
Clean safe and accessible
Stayed 1 night in Oct 2023
Response from Manager on 22 Oct,2023
Hello Rebecca E,Thank you for your positive feedback! We take pride in providing a clean, safe, and easily accessible environment for our guests. We hope to welcome you back again soon!

4/10 Poor

LeAnne

Reserved king bed had to settle for Queen beds.
Stayed 1 night in Oct 2023
Response from Manager on 21 Oct,2023
Hello LeAnne, We apologize for the inconvenience caused by the bed type. Please reach out to us directly so we can address your concerns and ensure a better experience for your future stays.

8/10 Good

Douglas

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from Manager on 14 Oct,2023
Hello Douglas,Thank you for your rating. We're glad you had an exceptional experience at our hotel. We appreciate your feedback!

10/10 Excellent

Mary Martha

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Oct 2023
Response from Manager on 9 Oct,2023
Hello Mary Martha,Thank you so much for the incredible rating. We look forward to your next visit.

4/10 Poor

Alonna

Business traveller
Disliked: Cleanliness, property conditions & facilities, room comfort
My room had roaches.
Stayed 2 nights in Sep 2023
Response from Manager on 6 Oct,2023
Hello Alonna, Thank you for alerting us to a potential pest problem. We are investigating and treating to make sure that this is an isolated incident. I assure you that we have strict guidelines we follow, and cleanliness issues are very important to us and are being addressed immediately with our staff. We are always looking for ways to improve upon the guest experience and I hope you will return to see how we continue to grow and evolve.

8/10 Good

Danielle

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Aug 2023
Response from Manager on 23 Sept,2023
Hello Danielle,Thank you for taking the time to share your rating. Please reach out and share your feedback if something didn't meet your needs. We hope to earn your business again on your next travels.

2/10 Terrible

Thomas

Stayed 1 night in Sep 2023
Response from Manager on 10 Oct,2023
Hello Thomas, Thank you for sharing this rating, and we welcome you to visit us again anytime.

6/10 Okay

Adrianna

Stayed 1 night in Sep 2023
Response from Manager on 14 Sept,2023
Hello Adrianna,Thank you for taking the time to give us your feedback, we thank you for your insights regarding your experience. Your ratings are appreciated, and we hope to have you back again during your next visit to the area.

8/10 Good

Alan

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Aug 2023
Response from Manager on 1 Sept,2023
Hello Alan,We appreciate you taking the time to rate your experience. We would love to have the opportunity to provide you with an another stay. Please keep us in mind for a future stay.

4/10 Poor

James

Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Disappointed in Doubletree Dallas Fort Worth
Stayed 1 night in Aug 2023
Response from Manager on 29 Aug,2023
Hello James,Thank you for sharing your rating of our Hotel. The biggest compliment we can receive is to earn your business again so please consider us on your next trip.

10/10 Excellent

Lynn

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
IT WAS GOOD
Stayed 2 nights in Aug 2023
Response from Manager on 26 Aug,2023
Hello Lynn,Thank you for sharing your experience. We truly appreciate the insight regarding our hotel. We hope to see you again and that you will be truly impressed with our continued improvements.

8/10 Good

Stephen

Liked: Cleanliness, staff & service, property conditions & facilities
xxxx
Stayed 2 nights in Aug 2023
Response from Manager on 1 Sept,2023
Hello Stephen,Your voice is so valuable to us in our continued efforts to provide every guest with an enjoyable experience. We appreciate you sharing your comments regarding our hotel. Please do come see us again.

6/10 Okay

William

Liked: Cleanliness, staff & service
Disliked: Room comfort
Stayed 1 night in Aug 2023
Response from Manager on 18 Aug,2023
Hello William,Thank you for being a guest with us and for taking the time to share your rating. We hope to earn your business again when you return to the area.

8/10 Good

Ryan

Liked: Cleanliness, staff & service
Stayed 1 night in Aug 2023
Response from Manager on 18 Aug,2023
Hello Ryan,We can't thank you enough for sharing your rating. It would be an honor to earn your business again on your next travels.

6/10 Okay

Diane

Travelled with family
Liked: Amenities
I was a little disappointed. We were on a cross country trip and had just stayed at a beautiful Doubletree in MO. This one in Santa Fe is dated and could use some updating. Our room face the back overlooking dumpsters. The balcony had two old chairs. Furniture in our room tired. But very clean.
Stayed 1 night in Aug 2023
Response from Manager on 13 Aug,2023
Hello Diane,We are so sorry to hear that you did not enjoy your stay with us and that you faced such an unusual situation. We continue to strive to improve our service and accommodations so that we may provide the highest level of guest satisfaction. For that reason we're sincerely sorry to have failed to meet your needs. Please keep us in mind for a future stay, so we may show you how we are continuously working to improve in these areas. We are so sorry that we missed the mark during your recent stay. This feedback has been forwarded to management and we can only ask that you consider us again so that you can see the continuous improvements we make.

6/10 Okay

John

Travelled with family
House cleaning didn't show three days in a row. Staff noisy in middle of the night outside of our room. A range of other problems -- phone in my room non-functional, drizzle from shower head.
Stayed 3 nights in Aug 2023
Response from Manager on 10 Aug,2023
Hello John, I sincerely apologize for your experience; this is not the impression we want to leave our valued guests with. I do want you to know that we take guest comments very seriously and that all the issues you have brought to our attention are being promptly addressed especially those that you’ve shared about the cleanliness of the rooms. Our guest satisfaction is vital to our success and your feedback will promote needed changes. I hope that you will consider staying with us again so that we can have a chance to provide you with a superior experience and change your perception of our hotel and services.

10/10 Excellent

Michiyo

Travelled with partner
Liked: Amenities, property conditions & facilities
I made request for shuttle to airport but the car was small so we could not get on the shuttle. we call Uber but it was too late. We lost our flight….
Stayed 1 night in Aug 2023
Response from Manager on 9 Aug,2023
Hello Michiyo,Thank you for sharing your experience. We truly appreciate the insight regarding our shuttle. We hope to see you again and that you will be truly impressed with our continued improvements.

8/10 Good

Celeste

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Breakfast typical buffet
Stayed 2 nights in Jul 2023
Response from Manager on 18 Aug,2023
Hello Celeste,Know that your voice is of tremendous importance to us and we value your comments about our breakfast. Please do come see us again.

4/10 Poor

jennifer, Wilmngton

Disliked: Amenities, property conditions & facilities
shabby overall. housekeeping was lack-luster.
Stayed 2 nights in Jul 2023
Response from Manager on 31 Jul,2023
Hello jennifer, Thank you for taking the time to write this review and share your experience with the room. This is certainly not taken lightly and has been forwarded to management for review. Providing our guests with a safe and enjoyable experience is of extreme importance to us and for that reason, we are incredibly sorry that we did not provide that for you. With recent changes in place, we are doing our best with the limited available staff. We hope to have a chance to serve you as a guest again in the future.

10/10 Excellent

Patricia

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Traffic was noisy we faced main road
Stayed 1 night in Jul 2023
Response from Manager on 24 Jul,2023
Hello Patricia,On behalf of our entire staff, we thank you for choosing our hotel and appreciate what you have shared regarding our hotel. Insights such as this are invaluable and help us to better our services and accommodations. Thank you.

10/10 Excellent

Brian

Travelled with partner
Liked: Staff & service
Place is a little dated. When I first walked in lobby noticed it was warm. They must have the a/c turned up or it’s broken. The front desk clerk had a fan blowing right on him for air flow. Not nearly as nice as the Hilton Garden Inn we stayed at night before which was fifty dollars cheaper and twice as nice.
Stayed 1 night in Jul 2023
Response from Manager on 11 Jul,2023
Hello Brian, It was a pleasure assisting you during your stay. Our rooms are cleaned by professional cleaners every checkout and during this pandemic, we take extra precautions and cleaning. We can assure you that the room and everything inside have been cleaned and sanitized, but we will still make sure to have this reviewed with our cleaners.

10/10 Excellent

Troy

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Awesome Trip great tim!
Stayed 1 night in Jul 2023
Response from Manager on 5 Jul,2023
Hello Troy,On behalf of our entire staff, we thank you for your business and for your comments regarding our hotel. Insights such as this are invaluable and help us to better our services and accommodations. Thank you.

10/10 Excellent

Bobby J

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Clean. Quiet. Good eateries all around.
Stayed 1 night in Jun 2023
Response from Manager on 30 Jun,2023
Hello Bobby J,We appreciate the time you have taken to bring to our attention your feedback with regards to our hotel. We hope you'll return to see how we continue to improve our service and hospitality.

4/10 Poor

amanda

Stayed 1 night in Jun 2023
Response from Manager on 30 Jun,2023
Hello amanda,We can't thank you enough for sharing your rating. It would be an honor to earn your business again on your next travels.

2/10 Terrible

Mariella

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
It would have been nice if I had been notified that my reservation was canceled because they were having problems with their utilities. I had to find another hotel for the night.
Stayed 1 night in Jun 2023
Response from Manager on 25 Jun,2023
Hello Mariella,Thank you for taking the time to share. We appreciate your feedback regarding our hotel. We hope to see you again in the future.