Eldorado Hotel & Spa

I did not intend to leave a public review, but after the front desk staff and hotel manager were laughably flippant about the challenges surrounding our stay and the subsequent billing, I wanted to warn others: First, I want to say that the staff at the property during our stay was incredibly friendly and hospitable. We loved every interaction, aside from the realization that the staff actually couldn’t do anything to fix our room in a helpful way. Now, the challenges… 1 - Our room had a broken door. My very capable 12-year-old son got stuck in the room and couldn't figure it out for nearly 20 minutes. We eventually figured out how to sort of hit the handle upwards while pushing…. But this was a very scary experience and we were shocked this wasn't fixed prior to guests in the room. 2 - Most of the lights in the room didn't turn on. We checked in early afternoon, dropped our bags, and returned later at bedtime - there was nobody on staff to help at that point, nor were we planning to be in the room the next day with time to meet a repairperson. This should have been addressed prior to a guest in the room. All we had was the entryway hall light and one other corner lamp — the bedside lamp and the desktop were not working and the front desk couldn’t even tell me if they should be controlled by the wall light switch or the lamps themselves. 3 - The clock radio alarm went off at 6am our first morning... yes, we should have checked before bed, but so should your staff so we didn't need to worry. Basic service at a decent property. 4- My son caught a glimpse of the comforter under the sheet covering (not a closed duvet) and said it was soiled. I was too repulsed to even look. 5- I saw that the credit card charge came through that did not match what I was supposed to have been billed, and I was not emailed the folio. I called the front desk twice in 20minutes and nobody answered either time. The discrepancy was minimal, but given our subpar stay and the flippant attitude of the staff post checkout, I wanted the credit. Update – emailed with Gina, the hotel manager, after the front desk staff dismissed my complaints. Also unwilling to uphold the pricing I have documented for my stay and refund the MINIMAL difference. Now it is abundantly clear the hotel’s issues come from the top down and hopefully they will consider finding new management that understands basic hospitality.

We stayed at the Eldorado for one night on July 3rd. I can't believe they can consider themselves a four star hotel. Check in... Smooth, (fortunately, since we couldn't check in until after 4, it gave us less than one hour to get changed and head to an event) friendly FD person, things looking good. Get to our "room", theres a do not disturb sign on the door and our key doesn't work. Head back to the desk, stand in line and wait to talk with someone. She finally figures out that the other person had written the wrong room number. No apologies, but fixed and we're finally getting to our room. The room. The shower floor was covered in hair. Called the front desk asked to have it redone. Not a problem, they'll send someone up. Look up, the light in the bathroom is burned out. Call again, permanent hold. I finally take a bulb out of a lamp and replace it myself. While I'm doing that the front desk finally picks up. Ask to have it replaced as the one I installed wasn't very bright. No problem, be right up. We leave, attend the opera and return to valet parking where the attendant was leaning against a wall and not acknowledging anyone coming in. Finally, leave my car and key, head to the room to find the shower floor still covered with hair, the light bulb I had replaced still in the fixture and the toilet seat up????? My only thought is that someone came to the room, saw the light was "working", no need to replace it, but needed to use our toilet??????? Check out. We didn't have time to wait for a valet so decided to bring our stuff to the car. The parking attendant was very helpful, walked me to my car and I loaded. Explained to him that I had a few more things and I'd be right back. Returned to the car to find it locked (understand the gesture, keep our belongings safe) but another attendant asked what I was doing. I said-loading my car. He replied as he hit open on my key fob. "WELL, IF YOU HAD WAITED IN LINE I WOULD GET TO YOU AS I HAVE 10 OTHER THINGS TO DO, BUT THERE YA GO!" Wasn't sure that he really said that so I asked him to repeat it. Doubled down and repeated the same words exactly, except louder. Tried to explain that I had waited in line the first time and since I knew where the car was, didn't think I needed to repeat the process. The room was in major disrepair. Floor was filthy, worn out furniture and a bracket mounted on a wall where a picture apparently hung at one point. I can honestly say this was the worst overall hotel experience I've ever had in my life.

Location is great. Hotel struggled with AC and every day of my five day stay, housekeeping messed something up - no washcloths, no hand towels, neglected to wash coffee mugs, etc. This is the second time I have stayed here and had no running hot water in the restroom sink. When I tell the front desk, nothing is done. Will not be returning.

Broken a/c and they didn’t notify us before we arrived; I booked the morning of so they could’ve rejected the booking request. In fact they waited until after we complained, they said they would work on it, did not provide follow up, then I inquired again the next evening after being out all day when they told me lightning days before took out the unit. Terrible service, hiding the truth, and they treated me like I should just deal with it. I’ve never experienced anything like this.

There is only one reason I'm rating the Eldorado Hotel: poor; I was charged $410 for dirty sheets and towels. This was not only unfair, but excessive. I enjoyed the hotel for it's convenient location. I thought that the breakfast were excellent and varied. The rooms were comfortable.