Hotel Don Fernando de Taos, Tapestry Collection by Hilton - Hotel in Taos - 1005 Paseo Del Pueblo Sur, USA

Not completely a Hilton (if you’re a Hilton Honors member looking for something specific). It’s privately owned in partnership with Hilton and does not have some things that you may be expecting. There is different soap, no coffee or tea waiting in the lobby, the staff was grumpy, and the restaurant was open for some, but not for others on New Year’s Eve (closed 8:30 pm). It’s a beautiful place and building. Nice rooms. Just some different things from what a seasoned Hiltons honors member might be expecting. This review is written with that expectation in mind.

Went here on my solo unplanned / unscheduled vacation. Just wanted to get away. Boy, am I glad I saw this place. VERY welcoming, GREAT food, staff unbeatable, and the inside pool was the unexpected surprise. Went for a swim before I cleaned up for dinner. Simply enjoyed myself in this terrific atmosphere. Just can't say enough good about my stay. Very easy access to hotel and my room. Parking was a breeze. Will definitely stay here again. You should too.

We stayed for 4 nights and really enjoyed the stay. Taos may have some sort of ordinance on the height of buildings as the hotels are all 1 or 2 stories. Therefore this hotel has several different 2 story buildings spread out on the grounds giving the rooms a more secluded and private feel. The grounds are well-maintained and enjoyable, the rooms are spacious and clean. The main building has a restaurant and bar we do not recommend (food is less than mediocre and it's all expensive), beautiful artwork and fireplace, nice Taos decor. The pool is indoor, large, and the PERFECT temp. We thought about moving down the street to the Sagebrush which has a great bar with nightly live music, but the pool was the deciding factor on staying at the Don Fernando. The front desk girl was inexperienced and we noticed how slow the process was with people checking in every day. Overall, the Don Fernando is a nice place to stay and we recommend it. Please do double check your charges as we were over charged and had to have that ammended.

This hotel is clearly struggling with staffing; staff were kind, but helpless. Arrived at 4:30, but our room wasn't ready (I assume due to housekeeping staff shortage but we weren't told why) so we (and others apparently in the same situation) sat around the lobby/bar until about 5:30. Our room was in a more distant building. The ice machine was broken, there were zero hangers, too few towels (+ 1 was dirty/stained), and the door was difficult to close properly (it wouldn't latch/lock without force). The phone was also broken, so we had to gear back up (it's 14°F) to walk to the desk to ask for anything. We did get 1 hanger from the desk the first night and were told someone would come with more (and towels) but they did not. The room was spacious with space for skis and the location was excellent for our needs.

Lots of issues with this property. Here is what you get for $300 a night 1. The fire alarm kept me and my family up all night so we got no sleep. I informed the night manager who keeps the lobby locked until 5am. She said that the heating system sets off the fire alarm so their solution was to turn off the heat. So heat or fire protection. You choose!?!?! 2. The door locks on the room were inoperative, this is a huge problem as the room doors are exterior, that’s right open to the outside world. A huge security risk. 3. If you are an early workout type like myself, they won’t allow you to use the gym off hours. What a huge disappointment. The only bonus is it gave me time to write this review as I waited outside. I recommend that you chose another property, this was a big waste of money and I won’t becoming back or maintaining a Hilton membership.

I am not a fan of reviews and I done everything I can to avoid writing this review. I have spent a significant amount of time communicating directly with Hilton. I went through the entire chain of command the experience went worse the higher up I went. My wife and I are senior citizens and don't have an unlimited amount of money to spend for vacations. I stayed at this motel for 3 days and spent over 500 dollars for the stay. Almost nothing that was advertised and normally expected from this motel was relieved. The problems were many. I will start from the arrival. When we got there we wanted to go to dinner and my wife wanted use the ironing board and it was broken. I carried the ironing board to the front desk and told them it was broken and the very indifferent front desk employee said he didn't know what he could do about it. I suggested he get one from another room because the hotel was empty. He finally said he could contact maintenance to bring another. I told him I would leave the broken one at the front desk and he very aggressively said "no don't leave it here because he had a lot trouble with things stacking up "and told me to take it back to the room. Next I found out room service was only every other day......I have never heard of that before. The breakfast buffet was advertised as Vegan....it wasn't. After dinner we wanted use the hit tube . It was out of order the entire 3 days. It was advertised as per friendly and although my little dog was in fact allowed to stay there it was anything but pet friendly. It actually wasn't even people friendly!!!!!!. The list continues. My wife had recent knee replacement and sometimes one of us has to sleep in another bed. On the first night we opened the fold out bed and it was broken. Went the front desk and they said they would make a "note" of it....no offer to move us to another room. On our Last day my wife wanted to do some laundry and while they had a washer and dryer, it was coin operated and there was no change machine. I went to the front desk and they said they don't keep change, but there was a grocery store down the street to get change. When I returned home I begin contacting customer support and reached the top executive who after much negotiation by email (because he doesn't communicate by phone) I was sent a free night coupon a month later but it had to be used within 10 days. All in all as a 68 year old man I have never experienced such a ridiculous experience in my life. ||

Reservation made on September 20, 2023. Confirmation 3428746912||||September 20 Check In – September 21, 2023 Check Out||||My wife and I were on the beginning stages of a 5,500 mile road trip, having left our home on September 17, 2023. This was our fourth night on the road. The hotel appeared to be nice with a very southwestern feel, particularly in the lobby/bar area with lots of wood, a fireplace, etc. We were greeted nicely and given a room. ||||The Room: First, the front door to the room would not shut securely. (The security lock could not be engaged because the door and/or door frame was warped. Second, the closet door would barely open but we managed to and hung up a garment bag containing six short sleeve button shirts and two long-sleeved shirts. Most of the short sleeve were relatively expensive Hawaiian shirts.||||When we got up the next morning to leave, I retrieved my car, which had to be parked some distance from the room, and pulled it up in front of the room. With the front door open, the closet is unseen and we made the mistake of not remembering the garment bag. That’s our fault.||||09/21/2023: The same morning we left...My wife called the hotel. Front desk said she would immediately notify housekeeping and call us back. We heard nothing.||||09/21/2023: I called that evening. Spoke to another female at front desk. I told the same story. She asked me to describe the garment bag and contents, which I did. She put me on hold, came back on the line and said, “Yes, we have it. We will email you a form to sign and then we will send it to you.” ||||09/23 Having heard or received nothing, I called again and asked for the manager. I was connected to Alex Born. I explained the situation to him. He said he was aware of the situation, apologized and said he was emailing the “form” for me to sign as we spoke via email. Received form requiring me to fill in my credit card information without an amount and authorizing whomever to charge whatever to my card, presumably for the expense of mailing my clothes to me. ||||09/23 Sent Born an email asking what the amount would be so I could fill that in. I also reminded him the form reads: Do not email for back. Since I was using an iPhone and iPad, I would have to figure out a way to print the form, fill it out, find and envelope and stamp and mail it. I thought this ridiculous and suggested I could send the hotel a prepaid UPS label (using my UPS account), which they could affix to a box and be done with it. To do so, however, I needed the dimensions of the box they would use. I got no answer. ||||10/01: I wrote in another email again requesting that information. Told him to throw the garment bag & hangers away, stuff the shirt in any box and send me the dimensions.||||10/02 Born wrote that he was busy getting the items ready to ship. That hotel would pay postage and send me receipt to reimburse. I thanked him.||||10/08 Have received nothing nor heard anything, I sent an email inquiry to him.||||10/11 He wrote back and said, “sorry, everything was donated to Goodwill.” ||||Manager has since offered a "free night". Worthless as we will never be there again. ||||No less than two employees (that we know of) and the manager had our clothes. How did they suddenly "disappear" to Goodwill, especially after we were in contact with them the day of and numerous times thereafter. Thieves.

Well, it was the most expensive room on our trip and the worst. I am not sure if I will ever stay at another Hilton. The staff was helpful and the main building is very nice. The experience went down fast from there. See pics and read about the room below. Was it a bad experience, yes. Was I ripped off by Hilton, yes. And this is supposed to be a signature hotel experience.|The room was run down. On a 27-degree night, the HVAC did not work. I was up at 4 a.m. to take a shower and there was no shampoo or body wash and the main entrance locked for the night. The room entry door was pried open at one time. The walk-in show glass door was missing and a show curtain was in its place. the bifold closet door would not open correctly and it had a gouge in it. The dresser drawers did not function correctly and were missing their drawer stops. Examine the attached photos.