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Reviews of Santa Claran Hotel Casino

2 out of 5
Santa Claran Hotel Casino
464 N Riverside Dr, Espanola, NM

Reviews

7.0

Good

Rating 10 - Excellent. 13 out of 44 reviews" "
Rating 8 - Good. 14 out of 44 reviews" "
Rating 6 - Okay. 5 out of 44 reviews" "
Rating 4 - Poor. 7 out of 44 reviews" "
Rating 2 - Terrible. 5 out of 44 reviews" "

8.4/10

Cleanliness

7.2/10

Staff & service

6.4/10

Amenities

7.8/10

Property conditions & facilities

7.6/10

Eco-friendliness

Reviews

8/10 Good

Renee

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in May 2022

10/10 Excellent

Paul

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Apr 2022

8/10 Good

Walter

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed one night, in town for personal business. Room was nice, bed a little hard. Air conditioning quiet, same for hallways. No noise problems from adjoining rooms either. Dining choices are all in casino, food was good, but there was a lot of noise from the action on casino floor. Would have preferred one restaurant located somewhere else on property. Overall perceptions were good, have been back to this property several times and would do so again.
Stayed 1 night in Apr 2022
Response from Brittany on May 7, 2022
We are so glad you enjoyed your stay with us! We are in the process of switching out older mattresses, so may take some time to adjust the new mattresses. We look forward to your next visit with us.

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Apr 2022

4/10 Poor

Bertha Isabelle

Liked: Cleanliness
Disliked: Staff & service
Deli staff rude and can use customer relation training. Notified manager who said he would talk to employee. Room was clean. Take your own food and drinks. The snack bar/ deli is expensive and out of everything.
Stayed 2 nights in Mar 2022
Response from Gil Duran on Mar 22, 2022
We are happy that your room was clean but sorry to hear about your experience at the snack bar. Hope you give us another try.

10/10 Excellent

Regina

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Mar 2022
Response from Gil Duran on Mar 12, 2022
Thank you for your rating! we strive to give the best guest service experience with the highest standards.

10/10 Excellent

Michelle

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
March stay
It was a nice stay. Room was clean and neat. I was only there for a short overnight stay for work.
Stayed 1 night in Mar 2022
Response from Gil Duran on Mar 8, 2022
Thank you! we are glad you enjoyed your stay with us. Cant wait to see you again!

4/10 Poor

Andrea

Business traveller
Disliked: Room comfort
Stayed 1 night in Mar 2022
Response from Gil Duran on Mar 12, 2022
Please let us know how we could have improved your stay with us. Hope to see you again soon!

4/10 Poor

Cornelia

Business traveller
Liked: Cleanliness
Disliked: Staff & service, amenities
The decor and Santa Clara art was amazing. Check in was good. I realize and understand about Covid restrictions. But not having coffee available in the morning is not really acceptable. I was told I could get coffee in the casino but it wasn’t open even by 8 am. Also the walls are paper thin at least in my room. I could clearly hear everything that was said. For temperature controls I was not able to change the settings so it was uncomfortable. There was no room service even if there was a “Five Star@ restaurant in the casino. Staff could use some training on ways to phrase responses so it sounds like better customer service. I am a tribal member from Oklahoma.This is the first tribally owned hotel that I have not had a good experience. For these reasons, it’s unlikely I’ll stay again.
Stayed 2 nights in Feb 2022
Response from Gil Duran on Mar 3, 2022
I'm sorry that we did not have a pleasant experience with us. Unfortunately, coffee makers were removed from rooms to help prevent the spread of the virus and to ensure the safety of the guests and employees. This has also impacted our in- room service. As for the temperature controls, I'm not sure if you contacted the front desk but we do have engineering on duty for situations like this. I hope you give us another chance to prove we are a great destination.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Everything is great!
Stayed 1 night in Jan 2022
Response from Gil Duran on Mar 12, 2022
We are so glad you enjoyed your stay with us! Looking forward to your next visit with us.

8/10 Good

Herman

Business traveller
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Stayed 1 night in Jan 2022
Response from Gil Duran on Mar 12, 2022
Thank you for staying with us. Please let us know how we could have improved your stay. Looking forward to your next visit.

10/10 Excellent

Steve

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The room was clean and nice the only complaint I would say I had is I like for my room to be o the cooler side, I turned the cooling on but I couldn't get my room below 72 degrees so I had to sleep with the window open to help.
Stayed 1 night in Jan 2022
Response from Gil Duran on Mar 12, 2022
We are glad you enjoyed your stay with us. Next time let us know if there is a problem with the A/C. We will get it taken care of asap. Looking forward to your next visit.

8/10 Good

Kristy

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2022
Response from Gil Duran on Mar 12, 2022
Thank you for staying with us. Please let us know if there is anything we could have done to make your stay better. We look forward to your next visit.

8/10 Good

April

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very clean
Stayed 1 night in Jan 2022
Response from Gil Duran on Mar 12, 2022
Thank you for staying with us. Please let us know if there is anything we could have done to make your stay better. We look forward to your next visit.

2/10 Terrible

Michael.

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
Unsafe
Stayed 1 night in Jan 2022
Response from Gil Duran on Mar 12, 2022
Thank you for staying with us. I'm sorry you felt unsafe and would like to assure you that we do have security 24 hours a day and are very diligent about the safety of our guests and team. We hope you give us another chance.

6/10 Okay

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, room comfort
Disliked: Property conditions & facilities
Upon check into the rooms (2) both rooms were not cleaned. Took half hour to get new rooms. Clerks were helpful.
Stayed 1 night in Jan 2022
Response from Gil Duran on Mar 12, 2022
Thank you for staying with us. We do appreciate it. I'm sorry your rooms were not ready when you tried to check-in but we strive to get all done by a specific time. unfortunately due to staffing, we were running a little behind. We hope you give us another chance to prove we are the destination to be.

10/10 Excellent

Rebecca, Tierra Amarilla

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2022

2/10 Terrible

Nick

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
CHeck in desk staff unknowledgable
Stayed 1 night in Jan 2022
Response from Gil Duran on Mar 12, 2022
Thank you for staying with us. We are hiring new staff and training is still on going. We hope you give us another chance to prove we are the destination to be. We look forward to your next visit.

10/10 Excellent

Weldon

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jan 2022
Response from Gil Duran on Mar 12, 2022
Thank you for staying with us. Our goal is to be the destination of choice. We look forward to your next visit.

2/10 Terrible

Stacy

Stayed 1 night in Dec 2021

2/10 Terrible

Mercedes

Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
Stayed 1 night in Jan 2022

8/10 Good

Larryssa

Travelled with family
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
.
Stayed 2 nights in Dec 2021

10/10 Excellent

Margaret

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was a great hotel
Stayed 1 night in Dec 2021

10/10 Excellent

Catherine

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
1 night stay
Good nice clean room.
Stayed 1 night in Dec 2021

10/10 Excellent

Joan

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Friendly, clean, beautiful decor
Stayed 1 night in Oct 2021

8/10 Good

Saint

Stayed 2 nights in Oct 2021

6/10 Okay

Adelene

Travelled with family
Disliked: Staff & service
The reservation person was not friendly. I was double charged for my stay. Tried to resolve the booking price but was told to deal with the finance person. The finance person did not report to work on the day of our departure. Still have to get credit back on the double pay. The bed was lumpy, and creaked when I turned over. The phone didn’t work. No restaurant on the property only snack bar and sports bar. I will not stay at this property again.
Stayed 1 night in Oct 2021

2/10 Terrible

Donnie Ray, Albuquerque

Travelled with family and small children
Disliked: Staff & service, property conditions & facilities
Could smell smoke from the casino in the hotel lobby, hallways felt like they were not vacuumed carpets had stains on them, room felt like nothing was sanitized the couch had dust an animal hair on the corners, the shower still had water marks on the glass and hair in the sink! Felt like i was staying at a overpriced motel 6
Stayed 1 night in Oct 2021

8/10 Good

Verified traveller

Liked: Cleanliness, property conditions & facilities, room comfort
Overall the hotel is wonderful. However I paid for the room before going and they charged me again. I still have not been reimbursed. I was advised Brittany V. would take care of the situation and correct it. It still has not been resolved.
Stayed 1 night in Sep 2021

8/10 Good

Anita

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Check In was difficult, expedia did something incorrect with the credit card number, and they couldnt get me checked in. They tried to call but couldnt get through. They finally just checked me in manually some how, but asked when I check out to talk to ma aver so i wont get double billed.
Stayed 1 night in Sep 2021

8/10 Good

juan

Travelled with family
Liked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Sep 2021

4/10 Poor

Vincent

Stayed 1 night in Jul 2021

4/10 Poor

Verified traveller

Travelled with family
Liked: Amenities
Disliked: Staff & service
It was clean
Stayed 1 night in Aug 2021

8/10 Good

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good trip
I like staying here when I have to travel overnight for work. The walls are a little thin (or my floor was really loud) but otherwise no complaints.
Stayed 1 night in Jul 2021

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Will be back
It was very nice
Stayed 1 night in Jul 2021

6/10 Okay

Verified traveller

Liked: Cleanliness
no coffee available parking lot did not seem safe
Stayed 1 night in Jul 2021

10/10 Excellent

Verified traveller

Stayed 1 night in Jul 2021

4/10 Poor

Verified traveller

Travelled with family
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
COVID-19 policy to retake temperature every time one enters the lobby is stupid beyond comprehension. I am quite certain if one contracts covid while away for 15 minutes, symptoms would not manifest in that 15-minute period. On arrival, staff demeanor toward us was one of more devotion to their covid rules than to welcoming us. On entering the lobby, we were rudely commanded to put on masks and face the device that takes temperature. No hello or a request that we do so; only pointing of fingers and what felt like a scolding. The manager apparently felt compelled to come out of his office to direct (yell across the empty lobby) for my wife to pull her mask up completely over her nose. By this time, we regretted being at the hotel, but our unfamiliarty with the area led us to decide to put up with the rude staff and just bear the stay. Staff may have responsibility to adhere to their corpration's rules, but they also have responsibity for the manner by which they interface with the guests regarding such rules; staff would be more successful if they would politely welcome and make requests of their guests instead of treating them as poorly as we were treated upon arrival. My advice to staff: BACK OFF from giving forceful i struction to your guests; learn some manners or find another line of work.
Stayed 1 night in Jun 2021

4/10 Poor

Verified traveller

Stayed 1 night in Jun 2021

6/10 Okay

Verified traveller

Travelled with family, Travelled with partner
Disliked: Amenities
It was ok. Room did have a nice view.
Stayed 1 night in Jun 2021

10/10 Excellent

Thomas

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Mar 2020

6/10 Okay

Douglas

Liked: Cleanliness, staff & service
Not our best experience.
The hotel is beautiful and staff was nice but: Entire main floor smelled like cigarette smoke. Even with all the lights on, our room was too dark.
Stayed 1 night in Feb 2020

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Really nice hotel for the value the only thing was my room was extremely dark lighting was for
Stayed 1 night in Feb 2020

8/10 Good

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2021