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Inn On the Alameda
3 reviews for Inn On the Alameda
Firstly, I want to say that the morning desk receptionists were extremely kind and helpful. I stress "morning desk" because Darrel, the evening receptionist, was not so great. We wanted to get some information on where to go to dinner. He was on the phone talking to a friend. Once we got the dinner menu binder from him, he walked in the back office to finish talking to his friend. We couldn't even ask him where the fricken restaurants were located!!!
And then there was the manager...
My best friend and I wanted a "girls getaway" and found a two-night package with massage offered as described on its website. It was not clear, however, that the prices were "per night". Upon booking the room, the reservationist informed me that there was a room available for $285. Having requested the girls getaway package and hearing $285.00 for the deluxe suite that includes 2 massages, I thought this was the price for the total package and confirmed the reservation with my credit card.
Upon arriving, I received the key and signed the rate card acnowledging the amount for the package. A little jet lagged and hungry, I failed to read the fine print (who does anyway?).
I was pleased that they did have a wine and cheese hour everyday at 4pm. They also included two water bottles, chocolate and a disposable camera in our room. Ok, that's nice I guess.
Finally, the last day we check out and we're surprised that the total cost wasn't $285 but $660. We were completely caught off guard, and wanted to point out to the manager that their promotion on their website is a little misleading. I didn't expect any monetary discount, though it would have been nice. I was a little frustrated that we weren't made completely clear either on the phone or at check in as to how much the total package would cost.
Yes, I take full responsibility that it's a little out of the ordinary to believe that a two night stay with two massages would only cost us $285.00. And yes, I probably should have confirmed the nightly rate. I had no idea, and easily misinterpreted the website information as I thought this was a New Mexico special promotion. Who knows?!?! So I take part of the responsibility. I admit it. But it doesn't offset the behavior and treatment of the management, which shows me the type of caliber of the facility.
The real ringer was when we spoke to the manager who already had it fixed in his mind that the website was perfectly written and no one in history had ever misunderstood the promotion in the past. In his words, "so like you didn't get it when you made the reservation, you signed the card, and received your invoice that it was $285/nt?" I wanted to say, "no you F'ing' idiot - I just told you!"
A little compassion and sympathy from him would have probably increased my rating another 1-2 stars. I've stayed at many, many hotels worldwide and I am appalled at the lack of customer service and professionalism demonstrated. Simply, he could have said, "ma'am, I understand how you could have mis-interpreted the website, we will carefully review the web page and make any corrections so this won't happen again. We appreciate your business and if there is anything we can do for you in the future, please don't hesitate to ask me. Here's my card."
Nope, we got the - "sister, if you didn't get it then it's your problem" answer.
For the $285/nt with the two massages, it ended up costing us about $200/night. I think it's overpriced and the packages are sneaky way for them to charge you more. I agree with Rob, it should be about $125/night - breakfast was ok - they source the food from outside!!!
So next time you decide to stay in New Mexico, consider someplace other than Inn at Alameda. The customer service sucks!
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Not bad. Not worth the rates though - this should be a $125/night hotel, not a $195/night hotel. The breakfast in particular was disappointing for the rate charged.
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This hotel was great. I loved the quaintness and the hospitality. There was wine and cheese every day at 4:00 and the breakfast buffet was great for being included in the room fee. I was there with my family and we had 3 rooms. My grandmother was in a wheelchair and it was very handicap accessible. You could even walk to the plaza -- it was in the perfect location. I would definitely stay here again.
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