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Hermosa Inn
- Price Range:
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$$$
2 reviews for Hermosa Inn
Small boutique hotel. Get a taste of the real west. The rooms have a rustic feel. Rates are more reasonable then the spa/resorts nearby.
We booked the Hermosa Hideaway package with a King bed for New Year's Eve 2007. Our troubles began upon check in. We checked in and were shown to our room and were immediately surprised and upset to find a Queen sized bed and no fireplace. A week prior to our stay, we specifically emailed the hotel to inquire about fireplaces. We received a timely response ensuring us that ALL rooms at The Hermosa Inn had fireplaces. We immediately voiced our concerns to the front desk, and we were given the option of changing to what we believe is a "Rancho" room. This one did have a King bed and fireplace, but we had to move our belongings ourselves across the property.
The second room was better, but it was annoying and inconvenient to change rooms at a hotel when paying $400+ a night. It should have been correct the first time. Furthermore, someone at this hotel is incompetent if they are informing guests that all rooms have fireplaces when that is clearly not the case. Two other small details that were unacceptable given the price: the remote control for the main room's TV in the initial room did not work. Secondly, the chocolate strawberries that we were presented were pretty nonchalantly thrown on a plate. Again, not that big of a deal, but for the price, the presentation should have been exemplary.
We settled into our new room and enjoyed our champagne. Around 6:00pm we both became hungry, and we inquired as to what options were available. We asked about room service and/or appetizers in the bar. We were informed that no such food was available; because it was New Year's Eve, there was not room service and the dining room was only fixing the fixed menu meal. We understand that New Year's Eve is a holiday, but such a holiday should not incapacitate and overwhelm the kitchen to the point that no other food is available. What if we hadn't planned on eating in the restaurant that night? It's not like it is mandatory for guests to dine at Lon's. It was 6:00pm and we had 9:30pm dinner reservations since that is all that was available. We were hungry and had been drinking champagne, so leaving the property was not an option. No one thought to offer us even bread, which was clearly available since it was served at dinner. We then called back a second time to find out if the restaurant might be able to figure something out if we were sitting in the bar, and the person on the phone was very rude and hurried and said that if we came to the bar that "someone might be able to figure something out for you" but they were very "busy" at the moment. This is really atrocious at a hotel that calls itself "a luxury boutique." When we returned from dinner we had not gotten turn down service (it is the principle of this fact that bugs us). No one had removed the leaky champagne bucket either.
Our poor stay wrapped up in the morning when we went to check out and perhaps get breakfast. There was one guest complaining about something when we arrived in the lobby, so the person at the front desk left to try to find the maintenance person and help that guest. The front desk then stayed unattended for 10 minutes (while the phone rang off the hook and others of us waited patiently). The maintenance person finally appeared and proceeded to get into a "discussion" with the person at the front desk while we were checking out - this totally interrupted us paying our HUGE bill and was unprofessional to say the least. We couldn't believe that the front desk person and maintenance person would carry on that unprofessionally and tactlessly while guests waited in the lobby. Before we left, we asked if breakfast was available (which had been advertised and promoted in our package), and we were informed that "if you go in there right now they will probably still be able to help you." We were miffed that we "might" get helped for breakfast at 10:00am when it was supposedly included in our package.
Overall, the main issue with The Hermosa Inn (and Lon's) is that it is way overpriced for the service offered. Our bill wasn't even adjusted for the cheaper room we ultimately stayed in. We spent more at The Hermosa Inn in less than 24 hours than we spent in 2 nights at a luxury hotel on Vancouver Island with all 3 meals included. The service there was amazing, impeccable and attentive and set the standard for what luxury means. Luxury does not mean telling guests that all rooms have fireplaces when they do not. Luxury does not mean telling guests that no food is available until dinner at 9:30pm. Luxury does not mean leaving the front desk unattended. Luxury certainly does not mean maintenance people and front desk people arguing in front of guests, and luxury does not mean telling guests that breakfast "might" be available if they hurry.
A traveler has not had a good experience at your property if they wished they would have just stayed home for the night. The property is quaint and pretty, though, so it has much potential.
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