Inn and Spa at Loretto

We stayed at this property from August 15-18.. The first day and a half of our 4 day stay at Loretto was a disaster. Our room’s AC was just okay when we arrived but it could not cool the room off any lower than 81 degrees when we returned from our first afternoon tour of the city. The room’s AC had only one vent and the return air vent in the bathroom was filthy and looked as though it hadn’t been replaced in years. I reported this to the front desk before our dinner at the hotel’s sub-par restaurant (the grilled octopus should have been advertised as lightly cooked octopus), and the front desk attendant promised to have the engineer check it out. So, after dinner I stopped by the front desk to circle back about the AC and the attendant told me the engineer had checked it out and was “working fine.” Well, when we entered the room to retire for the night the room was still 81 degrees! I then tried calling the front desk 6 times from the room, including from my own telephone, with no answer and only an answering machine. I then got dressed and returned to the front desk and met the very pleasant night manager Tami who told me that the engineer had checked out the AC and reported that it was “just fine.” I told her that we have our own digital temp and humidity gauge for health reasons and that the temperature in the room was still 81 degrees. I asked for a room change but Tami advised the hotel was fully booked - and that we would be credited for that first night. I reported the hotel room’s still-high temperature again the next morning and was told the AC would be fixed and they would try to get us moved to a different room. We left the hotel for second day activities out in the city. No one contacted us all day about a room move until, finally, late that afternoon we were moved to a satisfactory new room with decent AC. And there was a final insult from this room: the housekeeper cleaning the room found the expensive French pastries I had purchased that afternoon and left in the mini-fridge late to give as a gift to our traveling friends that night; she reportedly “threw them away” instead of contacting the desk to get them to our new room, all within one hour. Why throw them away knowing we had just moved to a new room?! On the morning of our check out 3 days later the promised 1st day’s credit was not extended to us. Not even the value of the pastries was credited. I was told that I needed to speak with another manager so I left my phone number as we were on our way to the airport - to date no one has contacted me about this, and no credit has shown up on my credit card account. Interestingly, I learned later that this “iconic property” was a member of the elite Heritage Hotels & Resorts Group and is soon scheduled for a 4 month closure for renovations and staff changes. Good, but until that occurs, I would stay away from this place. It is NOT worth $500 per night! Final note: I have never written a critical review like this ever and my wife and I travel globally and stay in high end hotels. This is the first time I’ve been so surprised with lodgings after my extensive vetting process for deciding upon staying at this property.

The massage by Natasha was incredible, 10*.

Bruce was my masseur at the Spa at the Inn At Loretto. Excellent! I selected a treatment that focused on feet, shoulders and head. Highly recommend! He was knowledgeable and really helped nerve pain in my leg!

Cheri was wonderful!, she was knowledgeable, and provided an amazing ing facial so relaxing and my skin feels so good Peggy

My adult daughters and I had the most amazing time at the Inn and Spa at Loretto. The general manager, Hal Leonard, was fabulous about recommending restaurants, hikes, museums, and other places to visit. Hal and his staff were so warm and generous with their time and energy, and we felt like they treated us like family. We were recommended by a friend of ours, who was also treated with great respect, and we have already passed on a recommendation to some other friends who stayed at the Inn and Spa and had a tremendous time. Thank you, Hal and your wonderful staff for providing us the best vacation in Santa Fe. It was magical!